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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Scott – I left the site at about 17
h00 our time and will look into it again tomorrow. For starters I am going to
re-install the desktop for the sup while the firewall is disabled. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Yes the PCs are directly attached to the
relevant phones and the RMuser controls the mac addresses of all agents and the
sup.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>One thing I forgot to mention is that the
agents are configured for extension mobility but this should not be a problem
as far as I know – they agents I tested were logged in to ext mobility as
well as to the agent desktop. The agent desktop will not allow logging if they
are not logged in to ext mobility anyway because I used their logged in number
on the profile as ICD extension.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Erik<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> Voll, Scott
[mailto:Scott.Voll@wesd.org] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, May 15, 2007 5:52
PM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Erik
Erasmus</st1:PersonName> (E); cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> RE: [cisco-voip] ipcc
express agents not showing in sup desktop app</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>We have seen this in the past. In
3.5 it was closing the chat window, but in 4.x you can’t close the chat
window. MS Windows firewall can cause the issue also. Is there any
other Firewalls between? Are the agents PC connected to there
phones? (I don’t know if that would help). <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>You are not abnormal, but I’m not
sure of the exact problem.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Scott<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b><span
style='font-weight:bold'>On Behalf Of </span></b><st1:PersonName w:st="on">Erik
Erasmus</st1:PersonName> (E)<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, May 15, 2007 8:47
AM<br>
<b><span style='font-weight:bold'>To:</span></b> cisco-voip@puck.nether.net<br>
<b><span style='font-weight:bold'>Subject:</span></b> [cisco-voip] ipcc express
agents not showing in sup desktop app</span></font><o:p></o:p></p>
</div>
<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I am busy implementing an IPCC express ver 4.x contact
centre. The script is very simple and have a single team, 12 resources, no
skills based routing and one trigger number going to a singe CSQ, one SUP.
Everything is working fine and integrated with call manager 4.2. However, I
have a strange problem with the supervisor desktop not showing the agents in
his team on his PC. I checked he is assigned to the team with all his agents
and so on. He is also designated the supervisor role in the user management.
When I use my own laptop instead of his PC I found that when I log in as the
sup that I can see myself as sup and see agents (only logged in two for a test)
but the agents disappear from the sup desktop again after a short while and
occasionally re- appear (this is on my laptop. This shows that there is already
a difference between my laptop and his PC and I therefore suspect that it is
not the IPCC CRS server config etc / or CCM config. I tried disabling the
windows firewall on his machine, my laptop and also on the agent PCs but it did
not make a difference. While this is happening the CRS is running fine in terms
of the script and also the services in the control centre.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Any advice will be appreciated – is it an XP problem?,
Firewall problem? Should we try to re-install the agent and sup desktops after
we disabled the firewalls on the PCs? \<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Maybe someone has seen a similar problem. The customer tells
me that the agent and sup PCs are all XP with SP2<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><st1:PersonName w:st="on"><font size=2 face=Arial><span
style='font-size:10.0pt;font-family:Arial'>Erik Erasmus</span></font></st1:PersonName><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
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