Cisco Unified Contact Center Express

Document ID: 63903

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
NetPro Discussion Forums - Featured Conversations
Related Information

Introduction

This document describes one reason why Computer Telephony Integration (CTI) Manager B does not appear in the Cisco Agent Desktop/Cisco Supervisor Desktop (CAD/CSD) installation process on the agent desktop. This document also provides a possible workaround in an IP Contact Center (IPCC) Express environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager version 3.x and later

• Cisco CRS version 3.5.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you install the Cisco Agent Desktop/Cisco Supervisor Desktop (CAD/CSD) on the agent PC, CTI Manager B does not appear in the installation process.

Complete these steps to understand the problem better:

1. Click Start > Run.

   The Run dialog box appears.

2. Type \\<IP Address for the CRS Server>\desktop_cfg\desktop\installmanager in the Open field of the Run dialog box.

3. Click OK.

   The Welcome window appears:

   Figure 1 – Welcome Window

   

4. Click Next.

   The Select Options window appears:

   Figure 2 – Select Options Window

   

5. Check either the Agent Desktop check box, or the Agent Desktop with Media Termination check box, and click Next.

   Figure 3 – Select Options Window

   

6. Click Next.

   The Start Copying Files window appears:

   Figure 4 – Start Copying Files Window

   

   The problem is that both CTI Manager A (see arrow A in Figure 4) and CTI Manager B (see arrow B in Figure 4) have the same CTI Manager name. An IP address or the fully qualified domain name must represent CTI Manager A for the primary CTI Manager and CTI Manager B for the secondary CTI Manager.

Solution

Complete these steps for the Cisco Agent Desktop/Cisco Supervisor Desktop (CAD/CSD) to access the secondary CTI manager:

1. Click Start > Run.

   The Run dialog box appears.

2. Type cmd in the Open field of the Run dialog box.

3. Click OK.

   A DOS window appears.

4. Change the directory to C:\Program Files\Cisco\Desktop_Config\Util.

   Note:  C: represents the drive on which you have installed CRS.

5. Type dsbrowser /editable.

   The Directory Services Login window appears:

   Figure 5 – Directory Services Login Window

   

6. Select the required type of directory from the Directory Type list.

7. Type the correct password, and click OK.

   The App Data - DSBrowser window appears (see Figure 6).

8. Expand Server Data, Target Server, App Data, and click CTI Manager list.

   Only CTI Manager Host A appears in the right pane (see the red arrow in Figure 6).

   Figure 6 – App Data - DSBrowser Window

   

9. Click App Data in the left pane.

   The right pane becomes blank.

10. Right-click App Data, and select Add App Key from the shortcut menu.

    The Add New Application Name window appears:

    Figure 7 – Add New Application Name Window

    

11. Type CTI Manager List in the Enter Application field.

12. Type CTI Manager Host B in the Enter Key Name field.

13. Type the IP address or the fully qualified domain name for the secondary CTI Manager in the Enter Key Value field.

14. Click OK.

NetPro Discussion Forums - Featured Conversations

Related Information

• Technical Support & Documentation - Cisco Systems