Chapter 8 Troubleshooting Tips

Cisco Unified CCX Problems

Agents do not show in a CSQ

Symptom A CSQ is configured with a group of agents for Skill A and a group of agents for Skill B; however, the agents do not show up in the CSQ.

Error Message None.

Possible Cause Agents do not have all the skill levels of the CSQ or the skill level of the agents do not have equal or higher skill levels than that of the CSQ.

Recommended Action Verify that agents have all the skill levels of the CSQ and that the agents have equal or higher skill levels than that of the CSQ.

Caller gets dropped when an attempt is made to recall a Unified CCX agent extension after the agent previously parked the call

Symptom Agent A gets a Unified CCX call and parks that call. After the parked call times out, a recall is attempted to the Agent A extension (if no other agent has picked up the call). If Agent A is busy handling another call on that Unified CCX extension while the previously parked call is being routed, the caller gets dropped.

Error Message None.

Possible Cause A parked call gets dropped if an attempt is made to place the call again to a busy line that is not set with forward busy.

Recommended Action Configure the Unified CCX extension of Agent A withForward Busy to a non-Unified CCX line on the same phone.

Also, configure this line as Forward Busy to the Unified CCX route point. When an attempt is made to recall the Unified CCX extension of Agent A, the call is forwarded to the non-Unified CCX line if the extension is busy. If the non-Unified CCX line is busy, the call is forwarded to the Unified CCX route point and gets queued again instead of being dropped. You can set up the workflow of the Unified CCX route point to increase the priority of the call.

Updating a NIC driver disables silent monitoring and recording

Symptom After updating a network interface card (NIC) driver, the Cisco Supervisor Desktop and Cisco Agent Desktop Silent Monitoring and Recording features do not work.

Error Message None.

Possible Cause This problem can occur if you have updated a NIC driver on a server on which you checked the VoIP Monitor Server check box during the installation of Cisco CRS.

Recommended Action Reinstall Cisco CRS. Make sure to check the VoIP Monitor Server check box in the Component Distribution pane.

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

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Cisco Systems 5.0(1) manual Agents do not show in a CSQ
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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.
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