UCCX and agent desktop +E.164

Hello - we are running 10.0 UCCX and looking to see if +E.164 is supported. The issue we have with this is that with agent desktop it does not allow the + sign in the extension field. IS there a work around for this?

Hi Ed,
Use of E.164 DN on agent devices requires Finesse. E.164 is not supported with CAD / IPPA.
HTH
Manish

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Can't find Agent Desktop for CME

Hello
I know it sounds ridiculous but I can't find the Desktop Agent for a CME and CCX integration. Let me explain a bit more.
The scenario is quite simple: one CME on a 2911 that must be integrated with a CCX 8.5. I have successfully setup the CME and CCX (at least I supose) but now the only problem I have is to find the Agent Desktop. I have installed several CCX but always integrated with Callmanager withoit Express. On every occasion, on the plugins menu there were 3 links to download Administrator, Supervisor and Agent Desktops. But in this case there are only 2 links: one for Administrator and one for Supervisor/Agent. Obviously I tried installing the msi file that you download when click the Supervisor/agent link but only the Supervisor is installed.
I'm sure it must be a silly question but I'm blocked with that issue. Any help?
DAni

The most likely cause of this is that you are running UCCX Standard, which does not come with CAD.
You'll want to read the data sheet for UCCX to familiarize yourself with the feaatures offered between versions, deployments, and licensing.
Also, with UCCX/CME, CAD does not do Phone Control. E.g., You cannot answer the phone from within CAD.
Anthony Holloway
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UCCX numbers off on Agent desktop and CTIOS supervisor desktop

Hello,
We have a big problem with the numbers displaying on are agent desktops as well as as the CTIOS supervisor desktops the numbers are off, such as the number of call recieved at the end of the day, etc. It seems like at certain times of the day the numbers reset back to zero and the number of calls received by an agent through the whole day are smaller than they should. Can you please help us.
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Thanks. So you are looking at real-time reports.
1. Is this an issue with all agents or only few ?
2. What OS they are running ?
3. Try installing CAD on Win XP or Win 7 32-bit to see if the behavior is same ? I wouldnt recommend reinstalling CAD on their existing boxes, as few registry settings might not be removed completely & will show the same behavior. Therefore, grab a new machine with above mentioned OS & do a fresh install on it to see if it helps.
4. Were there any OS patch upgrades taken place recently on agent machines ?
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Cisco Supervisor Desktop show "Agent Logs - call" and "Agent Logs - state" in N/A ::: UCCX 8.5.1

Hi team.
The Cisco Supervisor Desktop don't show any logs in the "Agent Logs - State" and "Agent Logs - Call" in some agents.
I restarted the Cisco Desktop Services in CCX Serviceability but the issue continue.
I appreciate any help respect this case.
Thanks a lot.
ErnestoG

Hi Ernesto,
Did you click or selct the Specific Agent\Inbound call which is currently being handled by the Agent. From the Screenshot you have attached (first one) doesn't look like the call has been selected.
Please select or click on that Specific Agent\Inbound call from CSD and check these values.
Hope this helps.
Anand
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IPCC/UCCX CAD and Agent/Supervisor desktop on Windows 7

Any word on when Windows 7 will support CAD for Agent and Supervisor’s?

The product Bulletin indicates CAD will be compatible with Windows 7 in version 7.5(8)
Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco CTI Toolkit Options
Version 7.5(8), FCS Q1CY10
Version 8.0, FCS Q1CY10
However, the release notes for 7.5(8) do not show this as being compatible. Any Ideas on when this is projected?
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An agent can't dial +E.164 string from CTIOS Toolkit Agent Desktop

There is a problem with dialing a +E.164 number from agent desktops (example: +380975431111). When they make a call, CTIOS Agent Desktop shows an error:
Client
MessageType:eMakeCallRequest
ErrorMessage:Error [10117] The specified DTMF string is invalid
CTIOS Server
eControlFailureConf(14):The request specified a destination that is not valid.
PG & CG
Error=INVALID_DESTINATION
But when I place a call from IP Phone or IP Communicator it works using route "/+". All other destinations (00, 0, etc) can be reached through CUCM.
Are there some misconfigurations or its a limitation for Agent Desktop???
Thanks in advance for yours replies!!!
P.S.
Using CUCM 8.0.2, ICM 8.5.1, CTIOS 8.5.1

Artem,
This is expected behavior becuase E.164 is not supported with the latest versions for 8.x. However, it is being worked on for future support.
- Cisco CTI Server, CTIOS (8.x)
- Cisco CTIOS Toolkit Agent Client und CTIOS Toolkit Supervisor Client (8.x)
- CAD Agent Desktop and CAD Supervisor Desktop (8.x)
- Cisco Outbound Option (8.x)
Hope it helps ?
GP.
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Agent Desktop Recording and Silent Monitoring with IP Communicator.

Reading through the forums I have seen several posts which make me think this should work, but I can't seem to get silent monitoring or recording using the agent desktop to work when the agent is connected through IP communicator. Currently I have help desk agents using extension mobility to log into 7962s that are connected to thier desktops running agent desktop connecting to UCCX 7.01. Silent monitoring and recording work fine with thier hard phones. When I install IP communicator on the PC and log into it using EM, the agent desktop takes control of the IPC just fine and will distribute calls to it, but my recordings are blank and silent monitoring from an supervisor station fails to initialize. Is there something I am missing in the configuration that is special when using IPC instead of a hard phone? Thanks in advance.

Couple of things I've learned about the CIPC and monitoring/recording:
No named devices. Use the SEP + Mac Address of the local Ethernet interface.
Ensure the Ethernet interface can be put into permiscuous mode.
Ensure you are NOT using a shared line appearance for the IPCC Extension.
If you are using CAD to do the monitoring/recording, launch the CIPC before you launch CAD
If you are using SPAN, ensure the CIPC RTP traffic will traverse the network where the SPAN interface is located.
If you are calling phone-to-phone, know that the CIPC will attempt to negoitiate G.722. UCCX cannot monitor/record G.722. Set the region or call to the PSTN where you can guarantee a G.711 or G.729 call.

Agent Desktop's agent state toggles between "ready" and "reserved

Hello and thanks for all of your past help. I have a user whos'e Agent Desktop's agent state toggles between "ready" and "reserved when no calls are coming in to he IP Phone 7941 or 7961. Can anyone help?
Thanks, Chet

Is the agent's phone actually ringing at all? If not I suspect the IP IVR ports are unable to call the agent. UCCX tries to send a call to the agent so it sends the reserve event to the agent and then tries to send the call to the agent but is failing so it cancels the event flicking the agent back into ready. Perhaps check to make sure that the ports have an appropriate calling search space to call the agent extension. Maybe configure a phone the same as the IVR port and check to see if you can call the agent extension?
Cheers,
Nathan

Latest version of UCCX Agent desktop in VDI or XenDesktop environment

Is anyone out there using Agent Desktop for UCCX in a XenDesktop VDI environment. The release notes for the latest clients don't appear to list XenDesktop specifically but mentions VDI support and XenApp support.

I've a confirmation from Calabrio that it has not been qualified and is not committed to a specfic release at this time.
Please rate helpful posts.
GP.

Reminder for UCCX agent desktop

Hi There
We are using uccx 7 and got some requirement to have a reminder pop up when the agent is not ready to remind them that they need to change their status to Ready.
Our agents are not just sitting in the chair and waiting for the incoming call, they have to move to other area to do some other stuff sometimes, but during that time they may get incoming call and their agent status was changed to Not Ready, when they came back to the desk they just simply forgot to change the status back, is there any way that we can have a pop up window to remind them?
In the Cisco Desktop Administrator, I can configure the popup window under Voice Contact Work Flows when the called number match the trigger, but there is no way I can add the condition that it only happen when the agent is not ready; In the Agent Management Work Flows, I can have the popup window when agent is not ready, but it is not what we want, it popup whenever the agent's status changed to Not Ready.
Maybe there is a way in the script that when there is incoming call, it check the "Not Ready" agents and send the popup window to those agents, but I am not sure how to do it.
Can anyone kindly give me some hint for this?
Cheers

As you can probably see reading this thread, there is no easy, built-in way to handle this. I think the Cisco approved way, would be to leverage the Wrap up time, and force them into the Ready state, as oppose to warning them.
I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
If you have MS Office installed on the CAD PC, you can actually leverage a feature out of the MS Word COM Object to view a list of running Window Titles, and since CAD puts the state of the Agent in the Window title, this works.
You will need to copy and paste the below code into a notepad document, and then save as "All Files" and name it something like "monitor.vbs".
'=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'== [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True ' Does the CAD title contain "Not Ready"? If cRunningApplications.Exists(sCADNotReadyTitle) Then ' Yes, Has the state exceeded the threshold? If iCounter >= StateThreshold Then ' Yes, Alert the user iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle) If iUserChoice = vbOK Then oShell.AppActivate sCADNotreadyTitle WScript.Sleep 500 oShell.SendKeys "^w" End If ' Reset the counter iCounter = 0 Else ' No, Increment the counter iCounter = iCounter + 1 End If Else ' Yes, Clear the counter iCounter = 0 End If ' Pause 1 second before checking again WScript.Sleep 1000Loop
Then you will need to start it by one of several ways. One way is to place it into the startup folder of the windows PC. Another way is to have it launch via CDA Run External Application on CAD Startup. It just runs in the background all the time, monitoring the title of the CAD window.
Anthony Holloway
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Agent and Supervisor Desktop is in Partial service

Hi,
My CAD and CSD shows the status in the bottom as Partial service,when i analyse the service status by clicking on that " Agent Statistics Viewing is Inactive ". What i need to do to enable it.My environment is CME 7.0 , UCCX 7.0 with IP Communicator.
Thanks,
Hari

Hey Jasper,
Please do the following and attach the log for my review.
On the agent desktop, go to c:\program files\cisco\desktop\config
Open agent.cfg in notepad
Configure Threshold=OFF to Threshold=DEBUG
Close any version of agent desktop that's open on the computer, and relogin in. Once you are logged in and see partical service... close the agent desktop program.
Please attach the log file for that time period to this post. The log file is lcoated in
c:\Program Files\Cisco\Desktop\log
Please confirm you are able to login and pull historical reports for the last 24 hours as well.
Is this an HA setup for single server?

Agent and Supervisor Desktop Updates

With version 7.x of UCCX, if we did an update to our UCCX server, the updated agent and supervisor desktops downloaded automatically the next time a user logged on.
Last night I updated our 8.5.1 server to the latest build. I went to run the agent and supervisor and it just gave me a message that I had to install the latest version. It doesnt appear to auto update. Is there a way to make that work.

Hi John,
Did you run the "Cisco Unified CCX Client Configuration tool " after upgrading your UCCX system. If not please run it and relaunch the CAD or CSD, they will get automatically get upgraded.
Hope this helps.
Anand
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UCCX Agent Desktop v.7 taking over Windows active session when phone rings

I'm trying to figure out how (if possible) for the Cisco UCCX Agent Desktop application from taking over a users Windows session every time the phone rings. This is very annoying and takes the end user out of what ever application they are currently in whenever their phone rings. Does anyone know how to change this?

Hi Eric,
Maybe this is better
Miscellaneous tab options.
Option Description
Window Behavior Specify how you want the Agent Desktop window to
behave:
• Normal. The window appears when calls are
present and minimizes when idle.
• Keep Open. The window is always visible, but may
be hidden by other open applications.
• Always on Top. The window is always visible and on
top of other open applications.
• Stealth. The window appears as an icon in the
system tray.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/user/guide/cda700ug.pdf
Cheers!
Rob

No Service on Agent Desktop and Supervisor Desktop

This issue was brought to our attention because the Supervisors logging into Supervisor Desktop are unable to see their agents in the team list.
The Agent Desktop window aswell as the Supervisor Desktop show "No service" at the bottom, this is the same for all agents and supervisors on the contact centres for this particular IPCC Express cluster.
But calls are still routing through fine, the only actual issue seems to be supervisors not being able to monitor their agents.
All services are up and the servers appear to be operating normally.

Yes, I can confirm that we did end up restarting our service with no call drops (I realise now that once a call has been answered, it is no longer using the CCX port and, therefore, won't drop).
Per my post here: https://supportforums.cisco.com/thread/2081178
ll.... I restarted the "Cisco Desktop Call/Chat Service" service in CCX Serviceability > Tools > Control Center - Network Services.
The service was only restarted on the Publisher (we have pub + subscriber in HAoWAN config).
Once the service had restarted - the publisher remained 'master' of the service. I didn't bother to restart the sub's service at any stage.
The service restart took about 1 literal minute total - from clicking 'restart' to cycle back to IN SERVICE.
As part of the process, I had called into one of our contact center numbers and had an SDA take my call.
I restarted the service while on the phone to them - they didn't get booted from CAD and the call didn't drop.
Also of note - another call was made into the system during the service restart and another SDA on shift was able to take the call with no signs of impact.
CAD/CSD chat and also the team views in CSD started working again...issue solved.
In turn, agents and supervisors logged out of CAD/CSD, closed the app, then re-opened it just in case (although I honestly don't think this was necessary).
I have yet to find anything online that says specifically what this service does (or any of the services in Network Services) in parts and as a whole.
I can only say that it is important in allowing Chat (clearly) and for Supervisor Desktop to be able to function at all really.
We didn't seem to experience any outage of any kind - so I will assume that the consequences of service restart in this instance were little to none.
I couldn't say what the consequences would've been had the service failed to restart again - forcing a system bounce (yuck).
Anyway - issue solved, hope this info proves useful to someone else!
PS. If you're new to the whole UCCX business, CSD = "Cisco Supervisor Desktop" and CAD = "Cisco Agent Desktop".
Also some additional interesting info per David King:
"...here is the link to the CAD install guide that I quoted regarding what the call/chat service does. It also explains the other Desktop services as well. The service descriptions start on page 11.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/cad80ccxig-cm.pdf
Hope this helps.

Cisco agent desktop has encountered a problem and needs to close error

A Remote Hotline user is experiencing crashes with her desktop agent. After logging into the program it generated the error message "The Cisco Agent Desktop has encountered a problem and needs to close"
I have removed the agent from add remove programs, re installed it and attempted to run it logged in as an admin and using both mine and the user's agent credentials and the program still crashes.
Agent desktop ver 5.0 Build 6.4.2.12 Windows XP
Any ideas?
Regardes, Chet

Thanks for the reply, this is what I did to resolve it:
Fix:
Uninstalled Desktop agent from add remove programs
Re installed program
Do a complete restart or the prog will continue to crash
Test program by logging in with user’s credentials

UCCX and agent desktop +E.164

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