This document provides answers to some common questions about the Cisco
Agent Desktop Global Phone Book.
Technical Tips Conventions for more information on document
Is there a method to mass import records into the Global Phone Book so
all agents have access to it?
A. There is no method to enter entries into the Global Phone Book in
Where is the Global Phone Book stored?
A. The Global Phone Book is stored in the Lightweight Directory Access
Protocol (LDAP) database. The path is Spanlink Communications >
Company > (LCC name) > Phone Book.
How does the Global Phone Book synchronize? (A side and B side in IPCC
Enterprise or HA NODES in IPCC Express)
A. Directory Services take care of synchronizing databases.
Which log can you collect to troubleshoot
A. Logs can be collected for normal logs and debug traces (set to the
DEBUG level) from Cisco Agent Desktop and Cisco Desktop Agent
Where and what in the configuration needs to be
A. Cisco Desktop Agent allows the administrator to edit the Global Phone
Book. The agent cannot edit the Global Phone Book. In turn, the agents can edit
the Employee Phone Book, but the administrator cannot. There are also check
boxes on the page that do not allow the Phone Books for agent use completely,
and do not allow the use of Employee Phone Books by agents, if desired.
Is there an easier method to administer the Global Phone Book under Cisco
A. Currently, there is no method you can use to edit the Global Phone
Books other than simple manual entry.
Does the Global Phone Book run from the
A. In earlier versions, Cisco Agent Desktop loaded the Global Phone Book
from LDAP each time the dial pad was launched. Current versions load the Global
Phone Books once and store it in memory to avoid delays.
Can the Global Phone Book be linked back into the Cisco CallManager
Lightweight Directory Access Protocol (LDAP) user list? For example, Corporate
Directory on the IP phones?
How can you make the Global Phone Book in Cisco Agent Desktop available
while Cisco Agent Desktop agent is on the Integrated Contact Distribution (ICD)
A. Cisco Agent Desktop Global Phone Book is available through the transfer
and conference dialogs.
Is there a finite number of listings for the Global Phone Books for a
A. Size is only limited by memory available to Cisco Agent Destkop.
Can a team Global Phone Book be locked down so only that specific team
can view the contents?