Agents Do Not Show In A Csq; Caller Gets Dropped When An Attempt Is Made To Recall A Unified Ccx Agent Extension After The Agent Previously Parked The Call; Updating A Nic Driver Disables Silent Monitoring And Recording - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

Cisco Unified CCX Problems

Agents do not show in a CSQ

Symptom
however, the agents do not show up in the CSQ.
Error Message None.
Possible Cause
Recommended Action
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
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
Recommended Action
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
Agent Desktop Silent Monitoring and Recording features do not work.
Error Message None.
Possible Cause
Recommended Action
Component Distribution pane.
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
8-16
A CSQ is configured with a group of agents for Skill A and a group of agents for Skill B;
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.
Verify that agents have all the skill levels of the CSQ and that the agents have equal
Agent A gets a Unified CCX call and parks that call. After the parked call times out, a recall
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.
Configure the Unified CCX extension of Agent A withForward Busy to a
After updating a network interface card (NIC) driver, the Cisco Supervisor Desktop and Cisco
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.
Reinstall Cisco CRS. Make sure to check the VoIP Monitor Server check box in the
Chapter 8 Troubleshooting Tips