[cisco-voip] ipcc express agents not showing in sup desktop app

Tue May 15 12:08:44 EDT 2007

Scott - I left the site at about 17 h00 our time and will look into it
again tomorrow. For starters I am going to re-install the desktop for
the sup while the firewall is disabled. 

Yes the PCs are directly attached to the relevant phones and the
RMuser controls the mac addresses of all agents and the sup.

One thing I forgot to mention is that the agents are configured for
extension mobility but this should not be a problem as far as I know -
they agents I tested were logged in to ext mobility as well as to the
agent desktop. The agent desktop will not allow logging if they are
not logged in to ext mobility anyway because I used their logged in
number on the profile as ICD extension.

Erik

________________________________

From: Voll, Scott [mailto:Scott.Voll at wesd.org] 
Sent: Tuesday, May 15, 2007 5:52 PM
To: Erik Erasmus (E); cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] ipcc express agents not showing in sup
desktop app

We have seen this in the past.  In 3.5 it was closing the chat window,
but in 4.x you can't close the chat window.  MS Windows firewall can
cause the issue also.  Is there any other Firewalls between?  Are the
agents PC connected to there phones?  (I don't know if that would
help). 

You are not abnormal, but I'm not sure of the exact problem.

Scott

________________________________

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Erik Erasmus
(E)
Sent: Tuesday, May 15, 2007 8:47 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] ipcc express agents not showing in sup desktop
app

Hi

I am busy implementing an IPCC express ver 4.x contact centre. The
script is very simple and have a single team, 12 resources, no skills
based routing and one trigger number going to a singe CSQ, one SUP.
Everything is working fine and integrated with call manager 4.2.
However, I have a strange problem with the supervisor desktop not
showing the agents in his team on his PC. I checked he is assigned to
the team with all his agents and so on. He is also designated the
supervisor role in the user management. When I use my own laptop
instead of his PC I found that when I log in as the sup that I can see
myself as sup and see agents (only logged in two for a test) but the
agents disappear from the sup desktop again after a short while and
occasionally re- appear (this is on my laptop. This shows that there
is already a difference between my laptop and his PC and I therefore
suspect that it is not the IPCC CRS server config etc / or CCM config.
I tried disabling the windows firewall on his machine, my laptop and
also on the agent PCs but it did not make a difference. While this is
happening the CRS is running fine in terms of the script and also the
services in the control centre.

Any advice will be appreciated - is it an XP problem?, Firewall
problem? Should we try to re-install the agent and sup desktops after
we disabled the firewalls on the PCs? \

Maybe someone has seen a similar problem. The customer tells me that
the agent and sup PCs are all XP with SP2

Erik Erasmus

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