01-27-2015 09:04 AM - edited 03-14-2019 02:22 PM
Can someone point me in the right direction where I can find Cisco’s recommendations regarding the use of Jabber as the answering/calling device for Cisco desk top agent. Both to be installed on the same PC.
01-27-2015 09:07 AM
Hi
There are a few exceptions noted in the release notes, obvious stuff like 'no video' : http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/release/guide/UCCX_BK_RA1A036D_00_release-notes_release10.html
Are you stuck with something specific or just looking for guidance?
Aaron
01-28-2015 05:46 AM
Aaron
Thanks for that, from the matrix I see jabber is compatible with CAD.
I have an intermittent problem with a few of the agents running jabber/CAD, getting a pop up saying ‘the agent extension is out of service. Ready state change and call control operations cannot be performed'. Jabber cannot be used and to restore service the agent logs out of jabber and back in, and then logs into CAD.
I suspect the CAD/UCCX can't see the Jabber client so now I am sure Jabber/CAD is supported on a PC will work to capture traces.
Note: no problem with hard devices
02-02-2015 03:13 AM
Hi
So it sounds like you have basic Jabber problems. CAD controls jabber the same way as via the phone - it connects to CTIManager on CUCM, and that performs the control. It doesn't 'directly' communicate with the app on the PC.
It sounds to me like jabber is just going unregistered -do you see this in CUCM on the phones page? It could be a Jabber bug; could be a lack of QoS on traffic from the PCs (whereas phones are more likely to be correctly QoS-ified) etc.
I'd look at basic stability of Jabber, and come back to CAD. CAD will just 'notice' problems faster than humans, as it is immediately notified by CTIManager if anything happens... for eaxmple if you modify a line in CUCM when a CAD agent is logged into the phone, it will throw an error up like the one you see, even if the agent doesn't notice the phone blinking.
Aaron
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