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

[Jason Aarons (US)]

They all run McAfee 4.5, the log files for McAfee say it's not doing anything with agent.exe or anything else. I've seen where it shuts down SMTP apps, etc in the logs.   No Windows Firewall or other firewall, CSA, etc. These are corporate images all identical Windows XP on same model HP laptop.  Event Viewer log files also show no issues.

I'm starting to think it just this one guys laptop having socket problems.  Majority of Agents are fine, next step is to replace his PC.

My real concern is that while the checked dll saw  a problem it's not relaying it up to the application to tell the end user something is wrong.

This is really a case of a bad software developer who wrote software for a car but left out the check engine light part when the carputer detects a problem so instead you keep driving the car not realizing you've got a bad O2 sensor.

From: James Buchanan [mailto:jbuchanan at ctiusa.com]
Sent: Friday, June 11, 2010 9:22 AM
To: Bill; 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

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> <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> <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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