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

Fri Jun 11 08:57:57 EDT 2010

You can have a firewall, antivirus and endpoint protection but they all must
be configured correctly for the application to work.

  _____  

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of James Buchanan
Sent: Thursday, June 10, 2010 11:03 PM
To: Jason Aarons (US); cisco-voip
Subject: Re: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop

So, no firewall, antivirus, or endpoint protection on the PCs in question?

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

CCIE #25863, Voice

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Jason Aarons (US)
Sent: Thursday, June 10, 2010 9:07 AM
To: cisco-voip
Subject: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear from Supervisor
Desktop until the Agent restarts Agent Desktop

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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