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<div class=Section1>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>You can have a firewall, antivirus and
endpoint protection but they all must be configured correctly for the
application to work.<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>
<div>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-family:"Times New Roman"'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<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>James Buchanan<br>
<b><span style='font-weight:bold'>Sent:</span></b> Thursday, June 10, 2010
11:03 PM<br>
<b><span style='font-weight:bold'>To:</span></b> Jason Aarons (US); cisco-voip<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [cisco-voip] UCCX
7.0(1)SR5 some Agents disappear fromSupervisor Desktop until the Agent restarts
Agent Desktop</span></font><font size=3 face="Times New Roman"><span
style='font-size:12.0pt;font-family:"Times New Roman"'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span
style='font-size:11.0pt;color:#1F497D'>So, no firewall, antivirus, or endpoint
protection on the PCs in question?<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><b><font size=1 color="#7f7f7f" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F;font-weight:bold'>James
Buchanan </span></font></b><font size=1 color="#7e7e7e" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7E7E7E'>|</span></font><b><font
size=1 color="#7f7f7f" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#7F7F7F;font-weight:bold'> Senior Network Engineer </span></font></b><font
size=1 color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#7E7E7E'>|</span></font><font size=1 color="#7f7f7f"
face=Verdana><span style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F'> <b><span
style='font-weight:bold'>South Region </span></b></span></font><font size=1
color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:Verdana;
color:#7E7E7E'>|</span></font><b><font size=1 color="#7f7f7f" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F;font-weight:bold'>
Presidio Networked Solutions <br>
<st1:address w:st="on"><st1:Street w:st="on">12 Cadillac Dr, Suite 130</st1:Street>,
<st1:City w:st="on">Brentwood</st1:City>, <st1:State w:st="on">TN</st1:State> <st1:PostalCode
w:st="on">37027</st1:PostalCode></st1:address> </span></font></b><font size=1
color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:Verdana;
color:#7E7E7E'>|</span></font><b><font size=1 color="#7f7f7f" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F;font-weight:bold'> </span></font></b><b><font
size=1 color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#7E7E7E;font-weight:bold'><a href="mailto:jbuchanan@ctiusa.com">jbuchanan@presidio.com</a><br>
</span></font></b><b><font size=1 color="#7f7f7f" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F;font-weight:bold'>D:
615-866-5729</span></font></b><font size=1 color="#7f7f7f" face=Verdana><span
style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F'> </span></font><font
size=1 color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#7E7E7E'>|</span></font><font size=1 color="#7f7f7f"
face=Verdana><span style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F'> </span></font><b><font
size=1 color="#7e7e7e" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#7E7E7E;font-weight:bold'><a href="http://www.presidio.com">www.presidio.com</a></span></font></b><font
size=1 color="#1f497d" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#1F497D'> <</span></font><b><font size=1 color="#7e7e7e"
face=Verdana><span style='font-size:7.0pt;font-family:Verdana;color:#7E7E7E;
font-weight:bold'><a href="http://www.presidio.com">http://www.presidio.com</a></span></font></b><font
size=1 color="#1f497d" face=Verdana><span style='font-size:7.0pt;font-family:
Verdana;color:#1F497D'>> <o:p></o:p></span></font></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><font size=1 color="#7f7f7f"
face=Verdana><span style='font-size:7.0pt;font-family:Verdana;color:#7F7F7F;
font-weight:bold'>CCIE #25863, Voice</span></font></b><font color="#1f497d"><span
style='color:#1F497D'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 color="#1f497d" face=Calibri><span
style='font-size:11.0pt;color:#1F497D'><o:p> </o:p></span></font></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<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>Jason Aarons (US)<br>
<b><span style='font-weight:bold'>Sent:</span></b> Thursday, June 10, 2010 9:07
AM<br>
<b><span style='font-weight:bold'>To:</span></b> cisco-voip<br>
<b><span style='font-weight:bold'>Subject:</span></b> [cisco-voip] UCCX
7.0(1)SR5 some Agents disappear from Supervisor Desktop until the Agent
restarts Agent Desktop<o:p></o:p></span></font></p>
</div>
</div>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>The
Logs show this occurs almost exactly every 60 seconds, <u>closing Agent Desktop
and re-opening Agent Desktop resolves the problem</u>. Again this morning the
problem is with 1 user out of 10.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Troubleshooting
Agent disappearing from Supervisor Desktop<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><a
href="https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf">https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf</a><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>agent.log
on desktop pc<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:47:10:701 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:48:10:674 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:49:10:630 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:50:10:602 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:51:10:575 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:52:10:547 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:10:503 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:22:245 ERROR DAGT3062 Chat SetAgentAcdState failed.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:22:245 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:34:252 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:34:252 ERROR DAGT3056 Chat ChangeCallStatus failed.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:34:267 INFO FCCC0000 Successfully connected to the Desktop Chat Service.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:34:267 INFO DAGT0000 Call Chat auto-recovery message received.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>2010-06-09
12:53:34:580 ERROR DAGT3062 Chat SetAgentAcdState failed.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Event
Type: Warning<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Event
Source: FCCServer<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Event
Category:
None<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Event
ID:
3<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Date:
6/10/2010<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Time:
9:05:25 AM<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>User:
N/A<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Computer:
USAVP4221IRVG04<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>Description:<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'>FCCS3008
Network communication error <TRANSIENT> sending message to application
<AGENT_DESKTOP_bwilliams>. The application will be logged out.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Calibri><span style='font-size:11.0pt'><o:p> </o:p></span></font></p>
<div class=MsoNormal align=center style='text-align:center'><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-family:"Times New Roman"'>
<hr size=1 width="100%" align=center>
</span></font></div>
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