Agents cannot see caller details in CAD .

[shridhar reddy]

Hi,

Agents cannot see what country the person/caller  is calling from, the language they have chosen to be spoken to, the time the Phone call lasts and if the call has been rerouted

.

Guys any idea on the above interesting issue ??

Thanks !!
Shridhar Reddy (Shri)

[rbblue234]

Hi shridhar,

Please use the desktop admin application and ensure that the Layout list and fields are configured correctly. In your script, you will then want to do a set enterprise call info step and assign the user.layout

[shridhar reddy]

Hi,

Agent logout of CAD and restarted Computer machine and logged in back to CAD, Now the display of the CAD is as below image. you can see partial service status of CAD.

Thanks !!
Shridhar Reddy (Shri)

[anchoudh]

Hi Shridhar,

In your earlier screenshot also it was in Partial service, just double click on this Partial service (marked in red colour above) and see which is the service which is causing this. You may want to look into the logs on the UCCX server for this issue.

Thanks,

Anand

[shridhar reddy]

Hi Anand,

See below what Agent found after double click of partialService.

Thanks !!

Shri

[anchoudh · Accepted solution]

HI Shridhar,

As discussed, please try the below workarounds.

1. Let your CAD client boxes have the resolution for hostnames of UCCX nodes.

2. Try performing Directory Resync operation from the CDA.

3. Restart the Desktop Enterprise Data and Cisco Desktop Call/Chat Service.

See if this helps.

Anand

Please rate helpful posts !!

[shridhar reddy]

Hi Anand,

The status of the  Desktop Enterprise service was IN Service on UCCX primary node, but when I checked in RTMT tool for debug status the service was Inactive so, I have restarted the Desktop Enterprise service on UCCX primary node(Master) and all CAD related issues which I have discussed with you on call got fixed and agents are pretty happy at this moment.

Many many thanks for your help

Thanks !!
Shri