Troubleshooting Guide

Cisco CAD Troubleshooting Guide
62 March 2012
■ The telephony service has failed.
■ The network has failed.
Problem The agent is participating in a blind conference call, but cannot see all
parties on the call.
Solution A blind conference is defined as adding an alerting party to a
conference. All parties on a blind conference call might not show up in
either Supervisor Desktop, Agent Desktop or CAD-BE. This is a limitation
of the CTI service software.
Problem The agent logs into CAD-BE and can receive direct calls and change
agent state, but cannot receive ACD calls.
Solution The agent’s extension is configured in Unified CM, but is not in the
Unified ICM Device Target list. Configure the extension’s device target
and label for full functionality.
Problem An agent is on a call and presses the Work Ready button, but CAD-BE
keeps displaying the message, “Unable to change agent state.”
Solution If the Work Mode defined in the Unified ICM database is set to Not
Allowed, transitions to Work Ready and Work Not Ready will fail.
Problem An agent is on a call and presses the Not Ready button, but when the
call ended, the agent is placed in a Work Not Ready state.
Solution If the Work Mode defined in the Unified ICM database is set to Required
or Required with Data, transitions to Ready or Not Ready while you are
on a call will actually transition to Work Ready or Work Not Ready
respectively once the call ends.