CAD Agent blinks in and out of Supervisor Desktop

Got a problem that started yesterday. Running UCCX 7.0(1)sr5 and I've got this agent that comes and goes from the supervisors desktops. Cadence is about every 2 seconds she appears then disappears.
Any ideas?
Thanks in advance.

Hi Cbelcher,
Problem
Cisco Agent Desktop agent appears and disappears from the Cisco Supervisor Desktop.
Intermittently Agent begins to disappear and appear on the Supervisor Desktop under Team Agent state Report.
Solution
This problem is caused when multiple threads do not exit correctly under Agent desktop PC. When the CHAT communication on TCP Port 59000 and 59020 between Client and Server has been lost due to network interruption/outage. CAD is unable to recover from this and creates multiple Agent.exe instances.
Exit out affected Cisco Agent Desktop application and launch CAD again.
Reference:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
Hope it helps.
Anand
Please rate helpful posts by clicking on the stars below the right answer !!

Similar Messages

UCCX 9.0 Agent is appeaaring and Disappearing from Supervisor

We have installed anew setup and the issue is Agent is appeaaring and Disappearing from Supervisor. As per observations, this is happening every 20 second. Is there a timer in config or something?
we have checked no firewall and antivirus in between.
Any suggestions please

Hi Hina,
This always happens due to one of the following:
++ Different versions of CAD or CSD other than the server - check the version of CAD or CSD and check the compatibility matrix to verify if that is the same for the UCCX version you are running
++ Anti Virus - A big culprit sometimes. Recommended test would be from a PC without these settings.
++ Firewall - Connectivity to the Cisco Desktop Call Chat Service.
Check for the following ports for the UCCX Server:
3001 - Call Chat Service.
3002 - Call Chat Service for Clients over VPN.
These need to be accessible or open for the server from both the CAD and the CSD.
++ Citrix or Thin Client.
If your clients are on thin client such as Citrix or MTS, then check the Port Utilization guide for the ephemeral ports to be open.
Also check the Post install.exe file to have the parameter Thin Client Environment set to Yes.
HTH
Regards,
Arundeep

Agents don't appear in Cisco Supervisor Desktop (CCX 7.01 SR5)

Hi all,
I have a problem with CSD and CAD applications. My problem is although we have an agent logged into the CAD, I cannot see it from th Cisco Supervisor Desktop. I have reviewed the connectivity between Cisco Agent Desktop machine and CCX Server and from Cisco Supervisor Desktop and CCX Server (performing telnets between machines).
With this issue I cannot monitor agent states neither perform agent monitorization.
I have installed Cisco Security Agent 5.02 on both CCX Servers.
It's important for me to solve it, so any help will be appeciated.
Regards

This has been identified as a known issue documented under Cisco Bug ID: CSCtd75811. This problem is the same as that documented in CSCtd07195 for CAD Enterprise. http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCtd75811 (Registration required).
There is no known work-around and the fix is "Release Pending" and has been so for about a month.
Tim

PE withdraws halfway up and out of the desktop

I use Adobe Photoshop Elements for Mac, version 11.0 and run the program on Mac OS X Yousemite version 10.10.2.
To view photos on TV, I connect with converter from USB to HDMI. In Mac System Preferences -> Displays -> Arrangment, I choose Mirrow Displays. In PE I choose View Full Screen. So fare so good.
It's after the show has finished and the Mac is disconnected the problem occurs. PE withdraws halfway up and out of the desktop so that I do not see the display bar (Media, People, Places, Events) or other choice. PE don't fit the screen.
I try to use System Preferences -> Display, and change to other Scaled, than close and restart PE. PE will then appear in a large format. By changing Resolution to Default Display, PE appears normal, but as a small window on the screen. When I try to drag out PE with cursor, PE withdraws halfway up and out of the desktop again.
What do I do wrong? Or is there bugs in Adobe Photoshop Elements?

First step, have a look at the original install disk and see if it's under the optional installs.
If not, download Pacifist, (by Charlesoft it's shareware). Then open the packages on the install disk and extract it that way.

Monitoring Agents logged in, and out dialing notification to duty manager

I've been asked to come up with a way to monitor a few critical skill groups for agents logged in and if there are none dial out to predetermined outside numbers that reach duty managers. When the call is answered a message should be played indicating there are no agents logged into their skill group.
I figure I can write and Administrative script to keep track of the skill groups, which would then set a variable and kick off a routing script. However I'm stumped on how to play a message to them. Is this something the outbound dialer could be configured to do? Note this is strictly a proactive notification to the managers and I'm not planning to route the calls anywhere.
Any ideas on how I might be able to do this?
Best,
Rob

Hi Rob
It might be tricky - I would probably try the following:
- In your inbound script, check using the 'get reporting statistic' step for the number of agents in the CSQs (not the skill groups, as it's CSQ specific)
- From that script, you could do a 'send email' to notify a supervisor.
- Alternatively, you could use a 'send http request' to trigger another script, which would use a 'place call' and 'play prompt' routine to play out the notification. I would use a http request to trigger a seperate script, as if you do it from within the first script, the caller will be kept waiting while the system dials the supervisor and plays a prompt - the scripts cannot multitask.
- The other problem you might have would be that multiple notifications may be generated. You might be able to work around that by setting a variable in a session to indicate the threshold being triggered, and another when it has been notified. When the condition is cleared you could clear both variables to allow a new trigger event.
An easier option than scripting might be to use the 'Supervisor Workflow' feature. This isn't exactly what they have asked for, but allows a popup or audio alert to be triggered based on calls being in queue over x seconds, or length of a queue being x or greater. It's configured from within the Supervisor app.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
Please rate helpful posts...

Starfield. CCparticle World stop static stars from blinking in and out

Ok, so I'm trying to have a simple 3D starfield in the background of my scene. A ship will come into the scene and possibly dive. So my After Effects camera will slowly follow the dive. So, the stars have to move properly to look realistic. Now, as I mentioned the starfield is already setup. But the stars blink-in and then blink-out, a almost twinkle effect. I just want the twinkle to stop. My only problem. Please help.
CC Particle World. AE CS6

I watched your video in HD and the stars are there but they are way too small. The blinking looks like a problem with life cycle from particle world.
If you're just trying to generate a static star field then I'd make it in Photoshop and import it as a still. If you make two star field layers and scale one then you can create the illustion of flying through space.
Here's the formula for a star field in Photoshop.
New Image transparent background RGB that's about half the size of your composition
Pick something like red and yellow for your foreground and background colors
Select Filter>Render Clouds
Select Filter>Noise>Add Noise 25% and Uniform and Monochrome
Add an adjustment layer above with threshold applied
Set your foreground and background layers to black and white
Add another layer above your Adjustment Layer and select Filter>Render>Render Clouds
Set the top layer's blend mode to Multiply
Adjust the Threshold value to build your star field
Adjust the opacity of the top Clouds layer to contrl the look.
Once you've got the star field you want then save the PSD as a PNG or JPG to flatten the image.
Open up the saved flattened star field and scale it up 250% with Bicubic Smoother selected. There's your star field... EZ as pie. The stars are big enough not to cause interlacing or flickering problems, and your comp will render quickly.
You could also bring the PSD file into AE as a comp and scale that up 250%
You could also overlay colors and add multiple layers blurred copies of the star field layer to give the stars a nice glow.
The biggest part of this trick is scaling up the PSD file to make the stars big enough to not cause problems.

SCCM 2012 NAP Agent goes in and out of compliance approx every 2 min.

I have deployed the SCCM 2012 NAP Agent on a few clients and it goes in and out of compliance approx every 2 min.
So its compliant for 2 min then uncompliant for about 30 sec then compliant again. If I uninstall the single software update I have enforced with NAP on SCCM the update is remediated properly by NAP/SCCM but the cycling in and out of compliance continues.
I did have the agent in sccm set to 2 min evaluation cycle for testing purposes but have now reverted it back to one day. The Health Validation Point is set to 26hrs.
tconners

I reset the sccm NAP evaluation cycle again to 1 day and it took this time.
I cant explain why it was still stuck on 2 min.
tconners

In dual monitor setup firefox 9.01 menus blink in and out

Every version of firefox AFTER the 3.6 series has problems in dual monitor setups and I want to be able to keep all tabs I had open when I close firefox so when I open again they are there. In dual monitor if I use monitor 2 for firefox (which is the way I use it) the menu blink rapidly when I click on them and make very hard to navigate. What is it with the video setup in win7 I have to use an older version of winamp due to tearing in the second monitor? Have all you companies not fully learned who to implement dual monitor setups properly or is that not really a concern?

Firefox doesn't always play well with a multiple monitor setup and hardware acceleration.
Try to disable hardware acceleration.
*Tools > Options > Advanced > General > Browsing: "Use hardware acceleration when available"
*https://support.mozilla.org/kb/how-do-i-upgrade-my-graphics-drivers

Agent disappearing from Supervisor Desktop

Greetings -
Can someone help find a solution to my below problem..
Environment:
Cisco Unified CCX premium
9.0.2 SU2 version
Agent desktop: 9.0(2) (Premium); Build: 9.0.2.2021
Problem:
We have three agents out ten who regularly disappear from supervisor desktop. I opened a TAC case with Cisco but could not figure out what is causing the problem. The agent desktop is installed on Win7 64bit, Kaspersky antivirus and no firewall between UCCX and agent. Between UCCX and agent, we have a Cisco 4500 connecting 6500. I also opened a case with Cisco switching team to check if switches have any role in agent disappearing, but nothing was found on the switches. It is interesting that only three users are affected out of all. The affected users' logs on to CAD without any issues in the beginning of the shift, however, after couple of hours i.e. around 11 am agents start to disappear from the supervisor desktop. After the agent disappears, the CAD chat windows appears like below and the <Unavailable> status in the chat windows changes constantly every 10 seconds to <Initializing>
The UCCX capture shows the following:
<AGENT_DESKTOP_user11>. The application will be logged out.
2014-08-20 03:09:46:249 WARN FCCS3008 Network communication error <COMM_FAILURE> sending message to application <AGENT_DESKTOP_mwoods>. The application will be logged out.
2014-08-20 03:09:50:021 WARN FCCS3008 Network communication error <COMM_FAILURE> sending message to application
The agent logs shows that the heart beat is sent to the UCCX but UCCX dose not receive anything. While all these are happening, the user can still receive and answer calls, the supervisor though cannot see the user, the reports she runs displays user metrics. However, after few hours, the agent will appears again on supervisor desktop or re logging will make the user appear again.
Has anyone experienced this strange issue?
Thank you in advance.

Thank you for prompt response.
What I did few weeks ago was, created a new account, assigned queues to that new account and then asked the used to use that account just to check if the issue is specific to user account. Even then, the agent (newly created account) was disappearing.
I am sure if I ask the user to use the working agent account, will not have a problem. I will have to check with the supervisor if they want to try this out. I will update you momentarily.

Sceptre X24WG Blinks on and off

Hi there,
I just bought a Sceptre 24" widescreen monitor (X24WG) that is supposed to have native resolution of 1920x1200 @ 60hz. I've plugged it into the Mac Mini (G4 w/1.42 and 1 GB RAM) via the DVI input and tried to get the 1920x1200 resolution to work. But once selected in the Control Panel, the display goes black for a few seconds, comes back on for a second, then goes black for a few more seconds. It just keeps performing this cycle until I select 1920x1080 at which point it stabilizes.
1280x1024 seems stable as does 1360x768. The rest are just like the 1920x1200, constant blinking in and out.
I have tried the VGA input, at which point more resolutions become stable, but the clarity versus the DVI is horrible!
Am I out of luck with the Mini when trying to reach the 1920x1200 resolution on DVI? Or is it the cheap monitor? Or a combination of the two?

Thank you so much for the insight. I tried what you recommended and, indeed, I can get the monitor to hold steady at 1920x1200 using DisplayConfigX set to 135 MHz on the pixel clock. It runs at 53 MHz refresh rate by doing so, which seems awfully low to me, but the monitor seems to tolerate it.
However, I still cannot get rid of the red and green dots that appear periodically after waking the display from power saving mode. The only cure is to switch to a new supported resolution and then back to the 1920x1200. This clears the red and green dots for some reason.
I saw another post about buying the same monitor and having the same problems... unfortunately I am working overseas right now and had the monitor shipped to my UK location from Newegg.com. Returns and/or exchanges through them for LCD's, ESPECIALLY to those of us overseas, are hardly worth it. I'm looking to sell the monitor on eBay here since there seems to be nothing wrong with the monitor itself. It just doesn't play nice with my Mac Mini...
BSteely: Thanks again for your response! You definitely diagnosed the root of what is going on here. Thank you!!!

Cisco Agents not Displaying on Supervisor Desktop

2 Cisco agents were not displaying on the Supervisor Desktop, but were able to take calls. The agents were correctly configured in the UCCX. Logging off and back on did not correct the problem. The agents restarted their computers to resolve the problem. Any idea what could have caused this? Thanks

Community Feedback Forum is a "Please do not post content other than feedback regarding the Cisco Support Community experience within this community." community.
Moved to Contact Center

IPCC Supervisor Desktop

I have installed the supervisor desktop on a pc windows xp sp2 all firewalls disabled and installed the desktop agent in citrix. When the supervisor opens the app he can only see 1 agent logged in when there are 10 logged in taking call. After a couple of seconds a second agent will show up and disappear what is the cause for this and also the fix? HELP!

If you haven't already, you'll need to run the PostInstall.exe from C:\Program Files\Cisco\Desktop\bin on the Citrix server where CAD is installed.
At the last screen there will be a question asking if it is installed on Citrix (or Terminal Services). Once you choose yes and save, the agents should start appearing in the Supervisor desktop again.
We've run into this problem a few times already, and once that was done, all agents running CAD via Citrix or Terminal Services showed up in the CSD.

Outbound Numbers Not Showing in Supervisor Desktop

Running UCCX 7.0(1)SR05 with Supervisor Desktop 6.6(1). All outbound called numbers (whether internal 4-digit or external PSTN) are showing as <Unavailable> under "Agent Contact - Active Call" on the Supervisor Desktop. Anybody know what I have to change in CM or UCCX to have the called number appear? Inbound calling numbers appear fine.
Thanks,
Todd

Did you ever get a solution for this? - I have a customer with a similar issue.
Thanks

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?
Version 8 does offer Windows 7 support.

Cisco Supervisor Desktop - Barge and Interrupt features greyed out.

I have a customer using Cisco Supervisor Agent and Cisco Agent Desktop. In the Supervisor Desktop, the Barge and Interrupt features are grayed out for active agent calls.
This just started about a week ago.
We are currently working with Cisco on an issue with Tomcat Service, but restarting it last Friday did not fix this issue.
Any ideas?
Thanks in Advance!

Hi Jonathan ,
To barge in on a call, supervisor must first be logged into Cisco Agent
Desktop. Login on CAD and CSD by yourself and then try to barge. You can barge in only
once on a call per supervisor.
For example, if you barge in on a call, drop out of the conversation, and
then attempt to barge in on the same call again, you will not be able to do
so.
You cannot barge in if any of the following conditions are true:
The agent is on hold.
The agent is on two calls.
The agent is in a conference call.
You are already on another call.
In CUCM under Agent's phone, Built In Bridge must be ON and Privacy must be OFF.
If Supervisor needs to barge in, he should be logged in to CAD and CSD both
and it will consume 1 Agent License, if you are logged in CAD and CSD with
same user ID.
I hope this will help
Regards
Ravi

CAD Agent blinks in and out of Supervisor Desktop

Similar Messages

Maybe you are looking for