Troubleshooting Guide

Cisco CAD Troubleshooting Guide
50 March 2012
Problem When Agent Desktop attempts to launch an external application, the
following error message appears: “Error Launching Application… The
system cannot find the file specified.”
Solution When creating a launch external application action, you must include
the extension of the application you wish to launch. For example, to
launch Windows Notepad, C:\Windows\Notepad.exe is correct, while
C:\Windows\Notepad is incorrect.
If the path to the executable or an argument contains spaces, it must
be enclosed in quotes, for instance, “C:\Program Files\MyFile.doc.”
Problem The administrator configured a task button to start Microsoft Notepad,
and changed the hint to Run Notepad (Ctrl+R). The shortcut keys do not
work.
Solution For any task button, you may only change the hint text. You cannot
change the shortcut key.
Problem An agent using Agent Desktop with Terminal Services logs out, closes,
and then later attempts to log back in. The agent receives the message,
“Cisco Agent Desktop is already running for Terminal Service user
“<agent’s user name>.” Only one instance per user is allowed.”
Solution The OS variable SESSIONNAME was not updated when the agent
logged out. If this variable is set to RDP-<session number> or
ICA-<session number>, the system looks at the HOMESHARE variable
for the agent’s home directory, where that agent’s logs and
configuration files are stored. If the SESSIONNAME variable is not
cleared, then Terminal Services sees the agent as logged in. This can
happen if the agent does not log off of Terminal Services cleanly after
logging out of CAD. To log out cleanly, the agent must select Log Out
from the Terminal Services dialog box drop-down list and then click OK.
Problem An agent logs into Agent Desktop as a mobile agent on one computer
and closes Agent Desktop while on a call, and then attempts to log into