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

[James Buchanan]

I saw this recently with Symantec Endpoint Protection running on the machines. The customer had to make an exception. I've also seen Windows Firewall cause this issue.

James Buchanan | Senior Network Engineer | South Region | Presidio Networked Solutions 
12 Cadillac Dr, Suite 130, Brentwood, TN 37027 | jbuchanan at presidio.com
D: 615-866-5729 | www.presidio.com <http://www.presidio.com> 
CCIE #25863, Voice


-----Original Message-----
From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ed Leatherman
Sent: Thursday, June 10, 2010 5:12 PM
To: Jason Aarons (US)
Cc: cisco-voip
Subject: Re: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear fromSupervisor Desktop until the Agent restarts Agent Desktop

Ah ok, i was under the impression that this wasn't going to be fixed until 7.0.2

On Thu, Jun 10, 2010 at 4:30 PM, Jason Aarons (US)
<jason.aarons at us.didata.com> wrote:
> They have SR5 which indicates the multiple agent.exe is fixed, plus I was checking the Task Manager for multiple agent.exe and didn't find it.  Just seems to be like 2% of agents with this problem.  Starting to think it's a laptop issue.
>
> -----Original Message-----
> From: Ed Leatherman [mailto:ealeatherman at gmail.com]
> Sent: Thursday, June 10, 2010 3:25 PM
> To: Jason Aarons (US)
> Cc: cisco-voip
> Subject: Re: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear from Supervisor Desktop until the Agent restarts Agent Desktop
>
> Jason,
>
> Do you think it might be this bug? CSCtd75811 Multiple Agent.exe
> Instances Created Causing CAD Agent to Disappear.
>
> Ed
>
> On Thu, Jun 10, 2010 at 10:07 AM, Jason Aarons (US)
> <jason.aarons at us.didata.com> wrote:
>> 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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>>
>
>
>
> --
> Ed Leatherman
>
>
> -----------------------------------------
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-- 
Ed Leatherman

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