Troubleshooting Guide

CAD-BE Problems
March 2012 61
running CAD-BE with an IP soft phone on a laptop that can connect to
the network using either an Ethernet or wireless connection.)
Solution Solution Each NIC has its own MAC address. Unified CM must be able to
associate a MAC address with an extension in order for CAD-BE to
function correctly. If the Unified CM knows about only one of the
multiple NICs, only that one will work. If an agent is going to use a
computer with multiple NICs, Unified CM must be configured to
recognize each NIC MAC address.
Problem When the agent starts CAD-BE, a call appearance is displayed showing
that the agent is on a call, even though there is no active call on the
agent’s phone.
Solution On startup, CAD-BE asks the CTI service for a snapshot of any existing
phone calls to display to the user. Occasionally the CTI service returns
invalid data. To dismiss the invalid data, the agent must click Drop. If
the call appearance persists, the agent might have to logout and close
CAD-BE browser, pick up the phone receiver to get a dial tone, hang up,
and then restart CAD-BE.
Problem Sometimes after placing a call on hold, the agent is unable to retrieve
the call. Once the call is hung up, the agent state still reflects On Hold.
Logging out and restarting CAD-BE doesn’t help.
Solution A task in Unified CM administration is associating devices with JTAPI
users. The peripheral gateway JTAPI user should be associated with
agent telephones. The IP IVR JTAPI user should be associated with the
CTI ports corresponding to the virtual ports on the IP IVR. Each of these
device categories is distinct. A device cannot belong to more than one
category. Failure to assign a device to exactly one category can cause
problems.
Problem The agent is logged out unexpectedly.
Solution Possible reasons are:
■ Another agent with the same ID or extension has logged in, causing
the first agent to be logged out.
■ A supervisor has logged the agent out.