Troubleshooting Guide

Cisco CAD Troubleshooting Guide
58 March 2012
into the mobile phone's voice mail. When voice mail did not detect any
voice in the call from Unified ICM, it dropped the call, causing
Unified ICM to log the agent out.
■ Answer the call quickly.
■ Turn off voice mail or any similar features that could cause the call
from Unified ICM to be redirected.
Problem The agent receives calls in CAD-BE but has no calls on the mobile
phone when logged into CAD-BE as a mobile agent.
Solution The agent is a mobile agent with voice mail on the mobile phone. Calls
from Unified ICM may be rolling over into the mobile phone's voice mail.
Turn off voice mail or any similar features that could cause the call from
Unified ICM to be redirected.
Problem The agent is logged in and in a ready state, and the computer’s screen
saver or power saver feature has activated. CAD-BE is frozen or
disconnected from the server.
Solution This is caused by a Java bug involving memory leaks. To avoid the
problem, disable the screen saver/power saver features.
Problem A CAD-BE agent cannot be monitored or recorded.
Solution The CAD-BE agent’s phone is not set up for SPAN port monitoring.
Problem The Firefox browser freezes when an agent attempts to make a call
using the make call button.
Solution The agent is running CAD-BE on a computer that has an unsupported
version of Java Runtime Environment (JRE) installed. Check if the
version of JRE installed is compatible with CAD-BE.