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Knowledge Base

Agent Status Is Not Updated or Intervention Fails

Publication Date:  2015-06-30  |   Views:  680  |   Downloads:  0  |   Document ID:  EKB1000080798

Contents

Issue Description

The agent status is not updated or intervention on agents fails.

Handling Process

 Check whether the WAS is functional with the assistant of the CTI platform administrator.
 Check the network between the CMS server and the WAS. If the network malfunctions, contact the network administrator for processing.
 If the IP address of the WAS is changed,
− Log in to the CMS as a system administrator, reconfigure the WAS information, and synchronize the VDN information.
− Log in to the CMS server as the CMS installation user, reconfigure the WAS connection information, and restart the CMS service.
 If the fault still persists, obtain help through the channels described in Help Channels.

Root Cause

 The WAS server malfunctions.
 The network connection is improper.
 The IP address of the WAS is changed.