Troubleshooting Guide

Cisco CAD Troubleshooting Guide
90 March 2012
Macro Problems
Problem While running Agent Desktop, the error message, “Macro file failed to
open,” keeps appearing.
Solution Turn off any virus scanning applications on the desktop. Virus scanning
applications attempt to intercept calls to open a file to do their own
processing first. This can cause the file to be opened in such a way that
restricts other applications from opening the file.
Problem There are four actions assigned to an event, but only the first two run.
Solution When executing a set of actions, execution is halted if any of the actions
fail. This is because some actions may depend on previous actions
executing correctly. Find out why the third action is failing and correct it.
Problem The keystroke macros do not play back correctly on dropped events.
Solution If Agent Desktop is running in normal mode (maximized when a call is
received, and minimized when there are no call appearances),
keystroke macros may play back to the wrong window. When Agent
Desktop minimizes after a call is dropped, it steals focus from the target
keystroke macro window. To fix this, place a [Delay]<milliseconds>
command at the beginning of the keystroke macro. This allows time for
Agent Desktop to minimize before playing back the keystroke macro.
For example:
[DELAY] 1000
[APPLICATION:NOTEPAD=UNTITLED - NOTEPAD]
Problem Macros are not playing back correctly.
Solution When playing keystrokes to a window, Agent Desktop must first find the
window. When recording the macro, Agent Desktop saves the window’s
title and class name (an internal Windows variable associated with a
window). On playback, Agent Desktop searches in this order: