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

[James Buchanan]

Right-there must be exceptions put in place for agent.exe especially.

 

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: Bill [mailto:bill at hitechconnection.net] 
Sent: Friday, June 11, 2010 7:58 AM
To: James Buchanan; '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

 

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.pd
f

 

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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