Clicking the Emergency or Supervisor Assist buttons results in an error
Problem Summary
Clicking the "Emergency" and/or "Supervisor Assist" buttons on the Agent desktop causes an error message.
Error Message
None.
Possible Cause
There are several reasons for this symptom:
The agent may be in an inappropriate state. The "Emergency" and "Supervisor Assist" buttons operate similarly to the "Make Call" button in that they make a call to the supervisor.
The supervisor may be in an inappropriate state.
There may be a problem with the ICM configuration.
Recommended Action
In order for these buttons to function correctly the agent must be in a state that allows it to make a call (for example, with IPCC, the agent must be in Not Ready state).
The supervisor must be in Available/Ready state.
This functionality requires an ICM script (refer to CTI OS System Manager Guide for Cisco ICM/IPCC Enterprise & Hosted Editions) for routing these calls as well as Supervisor and Agent Team configuration. A good test is to try this functionality with CTITest (emergency and assist commands). Also, a supervisor needs to be in the Available/Ready state to accept these types of calls.
