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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified CCX Problems
Agents do not appear in the Resources area in the Unified CCX Configuration
web page
Symptom No agents appear in the Resources area in the Unified CCX Configuration web page.
Error Message None.
Possible Cause To appear as an agent in this area, a user must be configured as a Unified CCX agent in
the Cisco Unified Communications Manager User Information web page.
Recommended Action In Cisco Unified Communications Manager, verify configuration information in the
User Information web pages. For each user, under Associated Devices, verify that a phone is associated,
and verify that the Unified CCX extension radio button is selected.
You cannot select the order of agents
Symptom When you configure a resource group, the system does not allow you to select the order of
agents.
Error Message None.
Possible Cause You order agents at the CSQ level.
Recommended Action When you configure the CSQ and select the desired Resource Group, click Show
Resources and order the agents as desired.
Agent does not go to Work state after handling a call
Symptom An agent does not go to Work State after handling a call, even though the CSQ is configured
with Auto Work turned on.
Error Message None.
Possible Cause An agent will not go to Work State after handling a call if the agent presses the Ready
button while in Talk state. In addition, if the agent services multiple CSQs, Auto Work may not be
configured for each CSQ. The agent will only go to Work State if the call comes from a CSQ where
Auto Work is enabled.
Recommended Action None.
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