Unable to record an agent

Chapter 8 Troubleshooting Tips

Cisco Unified CCX Problems

Symptom A supervisor is unable to record an agent's call. Clicking on Record pops up a message dialog box.

Error Message Unable to record agent.

Possible Cause The recording count is set to 0.

Recommended Action Go to CRS Administration. Select System > System Parameters and set the number of the recording count appropriately.

Sometimes the supervisor can monitor and record an agent and sometimes he cannot

Symptom Sometimes the supervisor can monitor and record an agent and sometimes he cannot.

Error Message None

Possible Cause Currently, CAD supports only the G.711 and the G.729 codeces. If your codex setting is different in the Cisco unified Communications Manager, for example, if your setting is G.722, then you can experience these problems.

Recommended Action Make sure you have disabled "Advertise G 722 codex" on the agent phone and make sure your settings in Unified CM are for the G.711 or the G.,729 codex. Although Unified CM 6.0 supports the G 722 codex, CAD does not.

Calls to Unified CCX route points are disconnected

Symptom Callers are disconnected when calling Unified CCX route points.

Error Message None.

Possible Cause The CSQ parameter is not correctly defined in the Cisco Script Application web page.

Recommended Action From the CRS Administration web page, chooseApplications > Application Management, click the name of the script that corresponds to Unified CCX, and then enter the name of the configured CSQ in the CSQ field.

Calls are not routed to agents

Symptom Calls are not routed to agents even though the agents are configured with the skills of the CSQ.

Error Message None.

Possible Cause The skill levels of the agents are not equal to or higher than the skill levels of the CSQ.

Recommended Action Click Show Resources on the CSQ configuration page to determine that agents are part of the CSQ. If agents do not appear, verify that the skill levels of the agents are equal to or higher than the skill levels of the CSQ.

Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

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5.0(1) specifications

Cisco Systems 5.0(1) marks a significant development in the realm of networking technology, providing an upgraded platform designed to accommodate the ever-evolving demands of modern enterprises. This version is characterized by its robust set of features and cutting-edge technologies, enabling organizations to optimize their network performance, streamline operations, and enhance security.

One of the hallmark features of Cisco Systems 5.0(1) is its improved security protocols. The system introduces advanced encryption methods and enhanced access control mechanisms that ensure data integrity and confidentiality. These features are particularly important in a world where cyber threats are increasingly sophisticated. The integration of Security Intelligence capabilities allows administrators to detect anomalies and respond to potential threats in real-time, thus safeguarding sensitive information.

Another key characteristic of Cisco 5.0(1) is its support for software-defined networking (SDN). This technology allows for more effective resource management by enabling dynamic allocation of bandwidth in response to user needs. The network becomes more agile, facilitating rapid deployment and scalability. Cisco’s SDN capabilities also include enhanced automation features, which significantly reduce the manual effort required for network configuration and management, leading to increased operational efficiency.

In addition to SDN, Cisco 5.0(1) embraces innovations in cloud computing. The platform seamlessly integrates with cloud-based services, allowing organizations to manage their resources without the constraints of hardware limitations. This not only improves flexibility but also reduces operational costs, aligning with the financial strategies of modern businesses.

Moreover, Cisco 5.0(1) boasts improved user interfaces and management tools. The intuitive dashboard provides administrators with comprehensive visibility into network performance, allowing for quick identification of issues and facilitating better decision-making. Enhanced analytics capabilities provide insights into traffic patterns and device usage, empowering organizations to make informed adjustments to enhance network performance.

Finally, the platform is designed with interoperability in mind. Cisco Systems 5.0(1) supports a wide array of devices and integrates smoothly with other vendor technologies, which is essential in diverse networking environments.

In summary, Cisco Systems 5.0(1) delivers advanced security features, embraces software-defined networking, enhances cloud integration, offers user-friendly management tools, and supports interoperability. Together, these characteristics position Cisco as a leader in the networking industry, prepared to meet the challenges of tomorrow’s technological landscape.

Cisco Systems 5.0(1) manual Unable to record an agent, Calls are not routed to agents

Models: 5.0(1)