Clicking the Emergency or Supervisor Assist buttons results in an error

(Difference between revisions)

Latest revision as of 17:43, 18 December 2009

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.
Release	Release 7.5(x)
Associated CDETS #	None.

Rating: 0.0/5 (0 votes cast)

Revision as of 06:20, 10 September 2009 (view source) Cchetty (Talk \| contribs) m (Miscellaneous: Clicking the Emergency or Supervisor Assist buttons results in an error moved to Clicking the Emergency or Supervisor Assist buttons results in an error) ← Older edit		Latest revision as of 17:43, 18 December 2009 (view source) Docwikibot (Talk \| contribs) m (Bot: Adding {{Template:Required Metadata}})
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	== Clicking the Emergency or Supervisor Assist buttons results in an error ==		== Clicking the Emergency or Supervisor Assist buttons results in an error ==