Unable To Record An Agent; Sometimes The Supervisor Can Monitor And Record An Agent And Sometimes He Cannot; Calls To Unified Ccx Route Points Are Disconnected; Calls Are Not Routed To Agents - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

Chapter 8 Troubleshooting Tips

Unable to record an agent

Symptom
box.
Error Message
Possible Cause
Recommended Action
number of the recording count appropriately.
Sometimes the supervisor can monitor and record an agent and sometimes he
cannot
Symptom
Error Message None
Possible Cause
Recommended Action
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
Error Message None.
Possible Cause
Recommended Action
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
Error Message None.
Possible Cause
Recommended Action
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.
A supervisor is unable to record an agent's call. Clicking on Record pops up a message dialog
Unable to record agent.
The recording count is set to 0.
Go to CRS Administration. Select System > System Parameters and set the

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

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.
Make sure you have disabled "Advertise G 722 codex" on the agent phone and make
Callers are disconnected when calling Unified CCX route points.
The CSQ parameter is not correctly defined in the Cisco Script Application web page.
From the CRS Administration web page, chooseApplications > Application
Calls are not routed to agents even though the agents are configured with the skills of the CSQ.
The skill levels of the agents are not equal to or higher than the skill levels of the CSQ.
Click Show Resources on the CSQ configuration page to determine that agents are
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Cisco Unified CCX Problems
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