[cisco-voip] IPCC Express Cisco Agent Desktop locks up

[Jason Aarons (US)]

Problem:

Cisco Agent Desktop screen becomes sluggish/non-responsive. The cisco
client will start flashing, then the full screen comes up on the monitor
and will be a blank screen and can not get out of it or get to other
applications (ie AS/400 Screens, Internet Explorer, Outlook).  Requires
a reboot to regain control of PC.

 

The Agent Desktop client is not resetting on a new call.  Users still
see the previous call information.  Does not correlate to what is truly
the condition of the call

Cisco client screen disappears.  Can be in Ready or not ready, push
button to more to different status, hourglass appears but does not
release timely (could be up to one minute long).

 

Restarted all sub-systems and CTI Manager in CCMService.  Checked all
event logs, etc. Opened a P1 provided Cisco TAC with agent
debugs/sniffer traces and no resolution after 4 hours of
troubleshooting.  Rebooted box after hours and next day no problems
reported. Any ideas, seen this before?

 

IPCC 4.0(4)Build80

Agent 6.1(3)

MCS-7825-H2

OS Ver 2000.4.2sr3

 

In production 2 months no similar issues

 




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