[cisco-voip] UCCX 7.0(1)SR5 some Agents disappear from Supervisor Desktop until the Agent restarts Agent Desktop

[Jason Aarons (US)]

I have opened TAC case 614562299.  Customer has Layer2 network no firewall or ports blocked, etc. Can't find anything wrong network wise on any links. It's only 2 LAN switch hops from Agent to Server.

TAC replaced the SplkStd.dll with the checked build and enabled debug in agent.cfg, I then notice in the c:\program files\cisco\desktop\log\agent.log a small number of (2 out of 10 yesterday) users still show disconnect/reconnect, however the Agent Desktop GUI never shows partial or warns the agent they lost connectivity, yet the log file and Server's Event Viewer Application Log shows the disconnect/reconnect.

The Agent Desktop Application MUST warn the end user by showing Partial service (instead it shows In-Service with details as Active) or a pop-up showing re-connecting.  Cisco Agent Desktop Premium Build 6.6.1.400 running with UCCX 7.0(1)SR5.

The Logs show this occurs almost exactly every 60 seconds, closing Agent Desktop and re-opening Agent Desktop resolves the problem. Again this morning the problem is with 1 user out of 10.

Troubleshooting Agent disappearing from Supervisor Desktop
https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf

agent.log on desktop pc
2010-06-09 12:47:10:701 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:47:10:701 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:48:10:674 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:48:10:674 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:49:10:630 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:49:10:630 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:50:10:602 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:50:10:602 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:51:10:575 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:51:10:575 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:52:10:547 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:52:10:547 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:10:503 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:10:503 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:22:245 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:22:245 ERROR DAGT3062 Chat SetAgentAcdState failed.
2010-06-09 12:53:22:245 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:34:252 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2010-06-09 12:53:34:252 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:34:252 ERROR DAGT3056 Chat ChangeCallStatus failed.
2010-06-09 12:53:34:267 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2010-06-09 12:53:34:267 INFO DAGT0000 Call Chat auto-recovery message received.
2010-06-09 12:53:34:580 ERROR DAGT3062 Chat SetAgentAcdState failed.

Event Type:        Warning
Event Source:    FCCServer
Event Category:                None
Event ID:              3
Date:                     6/10/2010
Time:                     9:05:25 AM
User:                     N/A
Computer:          USAVP4221IRVG04
Description:
FCCS3008 Network communication error <TRANSIENT> sending message to application <AGENT_DESKTOP_bwilliams>.  The application will be logged out.






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