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<div class=Section1>
<p class=MsoNormal><span style='color:#1F497D'>Right—there must be exceptions
put in place for agent.exe especially.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal><b><span style='font-size:7.0pt;font-family:"Verdana","sans-serif";
color:#7F7F7F'>James Buchanan </span></b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'>
Senior Network Engineer </span></b><span style='font-size:7.0pt;font-family:
"Verdana","sans-serif";color:#7E7E7E'>|</span><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7F7F7F'> <b>South Region </b></span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'>
Presidio Networked Solutions <br>
12 Cadillac Dr, Suite 130, Brentwood, TN 37027 </span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'> </span></b><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="mailto:jbuchanan@ctiusa.com">jbuchanan@presidio.com</a><br>
</span></b><b><span style='font-size:7.0pt;font-family:"Verdana","sans-serif";
color:#7F7F7F'>D: 615-866-5729</span></b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7F7F7F'> </span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'> </span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="http://www.presidio.com">www.presidio.com</a></span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> <</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="http://www.presidio.com">http://www.presidio.com</a></span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#1F497D'>> <o:p></o:p></span></p>
<p class=MsoNormal><b><span style='font-size:7.0pt;font-family:"Verdana","sans-serif";
color:#7F7F7F'>CCIE #25863, Voice</span></b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#1F497D'><br>
<br>
</span><span style='color:#1F497D'><o:p></o:p></span></p>
</div>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Bill
[mailto:bill@hitechconnection.net] <br>
<b>Sent:</b> Friday, June 11, 2010 7:58 AM<br>
<b>To:</b> James Buchanan; 'Jason Aarons (US)'; 'cisco-voip'<br>
<b>Subject:</b> RE: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
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></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:navy'><o:p> </o:p></span></p>
<div>
<div class=MsoNormal align=center style='text-align:center'><span
style='font-size:12.0pt;font-family:"Times New Roman","serif"'>
<hr size=2 width="100%" align=center>
</span></div>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>James Buchanan<br>
<b>Sent:</b> Thursday, June 10, 2010 11:03 PM<br>
<b>To:</b> Jason Aarons (US); cisco-voip<br>
<b>Subject:</b> Re: [cisco-voip] UCCX 7.0(1)SR5 some Agents disappear
fromSupervisor Desktop until the Agent restarts Agent Desktop</span><span
style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>So, no firewall, antivirus, or
endpoint protection on the PCs in question?<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<p class=MsoNormal><b><span style='font-size:7.0pt;font-family:"Verdana","sans-serif";
color:#7F7F7F'>James Buchanan </span></b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'>
Senior Network Engineer </span></b><span style='font-size:7.0pt;font-family:
"Verdana","sans-serif";color:#7E7E7E'>|</span><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7F7F7F'> <b>South Region </b></span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'>
Presidio Networked Solutions <br>
12 Cadillac Dr, Suite 130, Brentwood, TN 37027 </span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'> </span></b><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="mailto:jbuchanan@ctiusa.com">jbuchanan@presidio.com</a><br>
</span></b><b><span style='font-size:7.0pt;font-family:"Verdana","sans-serif";
color:#7F7F7F'>D: 615-866-5729</span></b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7F7F7F'> </span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'>|</span><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7F7F7F'> </span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="http://www.presidio.com">www.presidio.com</a></span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#1F497D'> <</span><b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#7E7E7E'><a
href="http://www.presidio.com">http://www.presidio.com</a></span></b><span
style='font-size:7.0pt;font-family:"Verdana","sans-serif";color:#1F497D'>> <o:p></o:p></span></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><b><span style='font-size:7.0pt;
font-family:"Verdana","sans-serif";color:#7F7F7F'>CCIE #25863, Voice</span></b><span
style='color:#1F497D'><o:p></o:p></span></p>
</div>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>
cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On
Behalf Of </b>Jason Aarons (US)<br>
<b>Sent:</b> Thursday, June 10, 2010 9:07 AM<br>
<b>To:</b> cisco-voip<br>
<b>Subject:</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></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Troubleshooting Agent disappearing from Supervisor Desktop<o:p></o:p></p>
<p class=MsoNormal><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></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>agent.log on desktop pc<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:47:10:701 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:48:10:674 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:49:10:630 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:50:10:602 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:51:10:575 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:52:10:547 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:10:503 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:22:245 ERROR DAGT3062 Chat SetAgentAcdState
failed.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:22:245 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>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></p>
<p class=MsoNormal>2010-06-09 12:53:34:252 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:34:252 ERROR DAGT3056 Chat ChangeCallStatus
failed.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:34:267 INFO FCCC0000 Successfully connected
to the Desktop Chat Service.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:34:267 INFO DAGT0000 Call Chat
auto-recovery message received.<o:p></o:p></p>
<p class=MsoNormal>2010-06-09 12:53:34:580 ERROR DAGT3062 Chat SetAgentAcdState
failed.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Event Type:
Warning<o:p></o:p></p>
<p class=MsoNormal>Event Source: FCCServer<o:p></o:p></p>
<p class=MsoNormal>Event
Category:
None<o:p></o:p></p>
<p class=MsoNormal>Event
ID:
3<o:p></o:p></p>
<p class=MsoNormal>Date:
6/10/2010<o:p></o:p></p>
<p class=MsoNormal>Time:
9:05:25 AM<o:p></o:p></p>
<p class=MsoNormal>User:
N/A<o:p></o:p></p>
<p class=MsoNormal>Computer:
USAVP4221IRVG04<o:p></o:p></p>
<p class=MsoNormal>Description:<o:p></o:p></p>
<p class=MsoNormal>FCCS3008 Network communication error <TRANSIENT>
sending message to application <AGENT_DESKTOP_bwilliams>. The
application will be logged out.<o:p></o:p></p>
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