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New Member

CAD Call stuck in connected status

Hello All,

We have a rep using Cisco Agent Desktop 6.6(1) and is having a random issue with a call showing up in here queue as connected and the timer runs up but she isn't on the phone. The only way she can get this to go away is to restart CAD and was wondering what could be causing the problem or if there was an easier way to fix it.

Thanks in advance.

4 REPLIES
VIP Super Bronze

Re: CAD Call stuck in connected status

What version of CCX are you running? 7.0(1)SR4 had a known defect for this that was fixed in SR5. I looked for the ID but it's not showing up in the toolkit right now.

New Member

Re: CAD Call stuck in connected status

We are currently running 7.0(1) SR05_B504.

The end user is running Vista SP2, I believe.

Cisco Employee

Re: CAD Call stuck in connected status

Hi Dustin,

If UCCX is on 7.0(1) Sr5 CAD should have the version 6.6.1.400. on the work station. Can you confirm that, please.

Also if this is happening to only one rep make sure her UCCX extension is not a shared line and  Maximum number of calls/Busy trigger values are set to 2/1 respectively for that line in CUCM.

Hope this helps

Anuj

New Member

Re: CAD Call stuck in connected status

The CAD version is Build 6.6.1.400.

This is not a shared line. Currently in CUCM she has a 4/2 for  max calls / busy.

I'll change this to 2/1 and see if the issue subsides.


Thanks for all your help thus far,

DB

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