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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Outbound Problems
• Agent is not getting callbacks, page 8-57
• Agent is ready but does not get an Outbound call for up to Two minutes, page 8-57
• Errors placing Outbound calls, page 8-58
• Not all contacts get imported, page 8-58
• On the Campaigns Configuration web page, the available CSQs list is empty even though there are
CSQs configured under the RmCm subsystem, page 8-58
• Outbound buttons do not show up on CAD, page 8-58
• Outbound buttons show up but are disabled on CAD, page 8-59
• Outbound calls are not getting dialed, page 8-59
• Outbound call volume is low, page 8-59
• Outbound System Service is not in service, page 8-60
• RTR Outbound reports do not show all possible reclassification, page 8-60
Agent does skip or skip-close but does not stay reserved
Symptom Agent does skip or skip-close but does not stay reserved.
Error Message None.
Possible Cause If the Outbound subsystem does not have contacts in memory, the agent will be no longer
reserved for Outbound calls and the agent will be available or not available depending on the
auto-available setting for the agent.
Recommended Action Make sure the Outbound subsystem has contacts in memory and that the agent has
an auto-available setting.
Agent is not getting callbacks
Symptom Agent is not getting callbacks.
Error Message None.
Possible Cause The system time on the Cisco Agent Desktop (CAD) could be incorrect.
Recommended Action Ensure that the system time on the CAD is correct.
Agent is ready but does not get an Outbound call for up to Two minutes
Symptom Agent is ready but does not get an Outbound call for up to Two minutes.
Error Message None.
Possible Cause This is as designed. It can take up to two minutes for the Outbound subsystem to detect
an available agent and get the Outbound contact from the database to present to that agent.
Recommended Action No action needed.