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New Member

enterprise data is missing

The enterprise data window has no data in it whether the agent is in a call or not. Any ideas on why this is?

4 REPLIES
Blue

Re: enterprise data is missing

What should it have? In the Desktop Administrator what do you have configured to populate in the Enterprise Data window?

New Member

Re: enterprise data is missing

Yes, the desktop admin is set to the defaults... dnis, ani, etc. The installation is new. The window is enabled.

chl
New Member

Re: enterprise data is missing

Have you configured devices in the Desktop administrator??

Look at page 2-16 (Devices) in the Desktop administrator guide http://www.cisco.com/application/pdf/en/us/guest/products/ps427/c1693/ccmigration_09186a00801bfb22.pdf

Silver

Re: enterprise data is missing

Hi,

Please verify the following

1. Is the Enterprise Data subsystem IN-SERVICE?

2. Workflow configuration in Desktop Administrator has "Show Enterprise Data" checked.

3. Agent configured to be able to see Enterprise Data

4. Did you get any error when agent logs in?

Also have a look at the Toubleshooting guide

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/trbshoot.pdf

No data appears in the Enterprise Data fields:

Symptom : When an Agent receives a call, the Enterprise Data window does not

display the expected data.

Possible Cause : The CRA server is not correctly passing enterprise data from the

enterprise data server to the Cisco Agent Desktop. This situation can be a result

of incorrect step configuration in the script or in the Enterprise Data

Configuration section of the Cisco Desktop Administrator. This situation can also

be a result of an out of sync condition between the Enterprise Data subsystem and

the Cisco Desktop Enterprise Server service.

Recommended Action :

1. Verify the step configuration in the script and in the Enterprise Data

Configuration section in the Cisco Desktop Administrator.

2. Stop and restart the Cisco Desktop Enterprise Server service.

3. If the problem persists, stop and restart the CRA Engine.

If you have checked all the above details earlier, please open a TAC case attaching the debug logs.

Regarding logs:

The CAD set to debug level=204 will show you if the data is received at the CAD. The Enterprise Server debug level=3 will show whether or not the Enter Server is sending the data. The SS_ENT_SRV and STEP_ENT_SRV debugs will show whether or not the

script is setting the values.

Regards

Yogi

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