Troubleshooting Guide

Cisco CAD Troubleshooting Guide
60 March 2012
Problem Sometimes during a conference call, a conference member shows up
as <Unavailable>.
Solution Solution <Unavailable> represents a party outside the switch. The
switch sends the trunk number of the external party to the desktop,
where it has no meaning. CAD-BE replaces the trunk number with
<Unavailable>.
Problem No data appears in the Enterprise Data fields.
Symptom. When an agent receives a call, the Enterprise Data pane
does not display the expected data.
Cause. The Unified ICM server is not correctly passing enterprise data
from the Enterprise service to BIPPA service. This situation can be a
result of incorrect step configuration in the script or in the Enterprise
Data Configuration section of Desktop Administrator. This situation can
also be a result of an out-of-sync condition between the Enterprise Data
subsystem and the Enterprise service.
Solution Complete the following steps:
1. Verify the step configuration in the script and in the Enterprise Data.
2. Configuration section in Desktop Administrator.
3. Stop and restart the Enterprise service.
4. If the problem persists, stop and restart the Unified ICM.
Problem The agent sent the supervisor an emergency chat message but the
supervisor never received it.
Solution Supervisors receive emergency chat messages only if they are
monitoring the team to which the agent who sent the message belongs.
Problem The agent is using CAD-BE with an IP soft phone (for instance, IP
Communicator) on a computer with multiple network adapter cards.
When the agent switches from using one NIC to the other to connect to
the network, the agent cannot log in. (An example of this situation is