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

Scott Voll svoll.voip at gmail.com
Thu Sep 23 12:46:38 EDT 2010 

So what ended up being the issue?  Connectivity?

Scott

On Fri, Jun 11, 2010 at 6:32 AM, Jason Aarons (US) <
jason.aarons at us.didata.com> wrote:

>  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 <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 <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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