CAD agent & Supervisor

Hi,
We are planning to deploy UCCE componenets on main site and Voice Gateway plus CAD Agents/Supervisor at branch site. in case of CAD desktop monitoring option there will be two rtp streams from branch to CAD server or that would be point to point agent to supervisor?
Regards,
MAR

Desktop Monitoring
Desktop monitoring uses software running on the agent's desktop (Cisco Agent Desktop) to sniff the network traffic going to and from the agent's phone (hardware phone or software phone) for RTP packets. The monitoring software then sends the RTP packets to the appropriate software over the network for decoding. Desktop monitoring relies on the ability for certain Cisco IP Phones to be daisy-chained with the agent's PC via a network connection and for the phone to send all its network traffic along this connection to the software running on the PC. In this case, the packet sniffing software is able to see the voice traffic coming to and leaving from the agent's phone. It will copy this traffic and send it to the supervisor monitoring the agent or to a recording service for the call to be stored and to be listened to at some later time. Desktop monitoring is not a true service, at least from the perspective of the Service Control Manager. It is a Dynamic-Link Library (DLL), an executable module that is part of Cisco Agent Desktop.
From UCCE SRND page 178.
MAR

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UCCX 8.5.1.11002-22 CAD Agent & Supervisor Errors on Windows 7 PC

We recently upgraded to UCCX 8.5.1.11002-22. We subsequently upgraded all CAD to 8.5 too. Everything was fine for 3 weeks but this morning two Windows 7 systems were not getting logged in.
On launching 'Unable to download file could not open destination file for writing' message box appeared. It then when on to say ' A licencing error has occured please try again in 5 mins. Then it shutdown. All our other systems running on XP are fine.
In the agent log there is a message DESK3113 Unknown exception in releasing licences.
I reinstalled the supervisor and agent with the same results. I also resynched directory services through Cisco Desktop Administrator.
After a while on one of the failing systems I could get into agent although the 'Unable to download file' error box still pops up. The only otehr thing i did on this system was install the Cisco Desktop Administrator and on opening 1st thime that gave same error but then opened thereafter.
We recently had a HA installed but agents were working fine after this so not sure if it could be related.
I have attached the agent and supervisor logs and debug files.
Any ideas would be appreciated.

Hi Barry,
On this Windows 7 pc, is CAD able to login ? atleast with one UCCX ip ?
Check the LDAP hostname\ip address in the Registry key for this CAD clinet, and see if it is pointing to correct IP addresses.
Could you please make sure that the mastership for all the services are running from the UCCX node1 (publisher).
And also the supported clients for the CAD's are
Win XP Professional SP2 (Please check Tech Tips & Release Notes)
Win XP Professional SP3
(Please check Tech Tips & Release Notes)
Win Vista (Ultimate, Enterprise, and Business)
Windows 7 (Ultimate, Enterprise, and Professional)
Windows 7 x64bit with WoW64(Ultimate, Enterprise, Professional )
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Also post the logs from this client box, if it doesn't fix the issue?
Thanks,
Anand
Pls rate helpful posts !!

UCCE 7.5.8 with CAD Agents sitting in India

Hi all,
I've got a scenario and am looking for some inputs.
I've got a centralized CUCM 7.1.3 with UCCE 7.5.8 and CAD 7.5.8. Today I only phones at our India office and all is working perfectly fine with no issues. I am looking into having CAD agents sitting at this office connecting UCCE environment back in California. I've done some testings with CAD agent installed in India and so far all is looking good. It takes about 60-80 seconds from the CAD login screen to completely login to CAD.My concern is the round-trip delay between Ca and India, it's about 290-300ms round-trip.
Questions:
Has anyone successfully deployed this type of scenario ? please share your experience !!!
Has anyone used WAAS to help accelerate CAD login process ?
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D.

[email protected] you know if CAD supervisor can monitor agent using CTIOS desktop ?
Here is your answer I hope it is useful for you .
UCCE 8.5 SRND page 198
Support for Mix of CAD and CTI OS Agents on the Same PG
Unified CCE deployments can support a mix of CAD and CTI OS agents on the same PG. If a mix is deployed, the sizing limitations of CAD apply.
Note that Cisco Supervisor Desktop (CSD) can monitor only CAD agents, and the CTI OS supervisor application can monitor only CTI OS agents.
Cisco Agent Desktop, Supervisor Desktop, and CTI OS cannot co-exist with Cisco CallManager PG; the configuration of agents and supervisors must be kept separate. Cisco Supervisor Desktop cannot be used to monitor a CTI OS agent desktop, nor can a CTI OS supervisor monitor a Cisco Agent Desktop agent.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/srnd/5x_6x/c5desktp.html
Regards
Irfan Tariq

UCCX RTMT and CAD Agent Logs

I have a CAD agent (version 7.0(1)) which uses the IPCC extension to make outbound calls. My issue is with the RTMT showing these calls as Contacts Presented and Contacts Handled. When the agent logs into the client to start their shift, they are showing 17 Contacts Presented and 27 Contacts Handled even though they have not received any calls of yet.
I have tried to reset all stats in the RTMT, all stats clear for all other agents except this agent.
Is there a way to clear the call log from the CAD? This is effecting reports supervisors are gathering for call log data.
Any advice would be appreciated.

Certainly something to try, but I don't see why that would make a difference in an inability to log out. I have many customers who only use the default workflow and haven't seen any of them with this issue previously.
Are you guessing here, or have you actually seen that resolve similar problems?

CAD Agent Unable to Login due PGUser Association in CUCM

Hi all, hope everyone is well.
I am running a UCCE 7.5.8 environment with CAD 7.5.8 and CUCM 7.1.3 I am having some CAD agent suddenly unable to login to CAD due the following error "An unknow failure was receved from the Cisco Unified Communication Manager. You may have entered an incorrect ID, password, or extension. Verify your entries are correct and try again."
The fix is to dis-associate and re-associate the device with the PGUser in CUCM even though the device shows it's already associated with the PGUser. Has anyone run into this issue ? I am trying to understand the root cause.
Thanks all in advance !! I appreciate any inputs / suggestions !!
Danny

Hi,
yes, unfortunately, I have seen this many times working with the ICM 7.x or 7.5.x release train. Always talked to TAC, always installed an ES, but somehow, mystically, the problem went away when upgraded to ICM 8.0(x).
Looks like a design flaw.
Did you talk to TAC yet?
G.

CAD Agent build 9.0.2.1064 Issue with calls hanging while being presented

We up graded to version 9.0.2.1064 for the CAD Agent version after upgrading to version 9 last month. I have one location telling me and I witnessed it today that when a call is presented and the user lets it go as a ring no answer the call acts as if it never leaves the Agent. It does start to ring the next phone in line like it should but the Agent that let the call RNA still shows the call on thier phone like it is still being presented. The Answer/drop button stays lit while this is happening. I can log off the user (it tells me there is a active call in progress) and then log them back in and it works again. This is sporadic sometimes the users go for a day or 2 without it and it happens on multiple users. I did a BUG search and could not find anything.
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Thank you!
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We up graded to version 9.0.2.1064 for the CAD Agent version after upgrading to version 9 last month. I have one location telling me and I witnessed it today that when a call is presented and the user lets it go as a ring no answer the call acts as if it never leaves the Agent. It does start to ring the next phone in line like it should but the Agent that let the call RNA still shows the call on thier phone like it is still being presented. The Answer/drop button stays lit while this is happening. I can log off the user (it tells me there is a active call in progress) and then log them back in and it works again. This is sporadic sometimes the users go for a day or 2 without it and it happens on multiple users. I did a BUG search and could not find anything.
Has anyone seen this yet?
Thank you!
Dave

Cisco CAD agent automatically login to 3rd party web application

I am aware that Cisco UCCX CAD agents have the ability to launch a web application by configuring the web page within the UCCX Desktop Administrator. This is an excellent feature; however, I need to automate the login to the web application using CAD as well. Is there a way have CAD launch the application and push the user credentials required to login to the application as well once the agent logs into CAD?

This can be configured in CDA as either voice contact workflow or agent management workflow.

CSD + CAD agent software always disconnect

Hi
Good day
Can anyone help for the below issues
CSD + CAD agent software always disconnect ( 10 to 15 times Per hour ) and not recovered automatically and shows CRS failure in CSD.
Connection lost or timeout with UCCX server.(attached)
IPPA always disconnect and shows error (attached).
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You are running the baseline version of UCCX 8.5(1) which is a bad idea. There were several nasty bugs in the original 8.5 release. Install 8.5(1)SU4 (8.5.1.11004-25), update the CAD clients and try again. Also check for any firewalls between your phones/CAD and the UCCX server.
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UCCX 10.5 CAD agent cannot log out

UCCX version 10.5.1.10000-24
CAD agent can log in, go ready/not ready just fine. But when agent hits the logout button, it fails.
CAD logs shows logout failure as below. Trying to figure out why agent can't log out and how to fix it.
2015-01-08 16:37:42:747 DEBUG [0x2fdc] Configuration.cpp[978] GetLocalConfigPath: CC0978                Local Path: C:\Program Files (x86)\Cisco\Desktop\
2015-01-08 16:37:42:747 DEBUG [0x2fdc] MainFrm.cpp[1265] CMainFrame::ACDLoginLogout: MF1265 User clicked ACD LOGIN/LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] MainFrm.cpp[1390] CMainFrame::ACDLoginLogout: MF1390 User clicked ACD LOGOUT button
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: Begin.
2015-01-08 16:37:42:748 DEBUG [0x2fdc] AgentStateManager.cpp[1125] CAgentStateManager::SetReasonCode: End.
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2015-01-08 16:37:42:748 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to true
2015-01-08 16:37:42:748 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: Begin. Set Agent State AS_LOGOUT       , Invoked ID 9, AgentID joeb, DeviceID 7004, PeripheralID 1, reasonCode 0, ForcedFlag 0
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[586] SetAgentState: Set Agent state to AS_LOGOUT         NOT successful
2015-01-08 16:37:42:750 DEBUG [0x2fdc] PhoneDev.cpp[506] SetAgentState: End.
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2015-01-08 16:37:42:750 DEBUG [0x2fdc] CJToolbars.cpp[679] CCJMainToolBars::CheckButton: set check for <Login> to false
2015-01-08 16:37:42:750 DEBUG [0x2fdc] AgentStateManager.cpp[260] CAgentStateManager::HandleRequest: ASM0260 End handling agent state change request

Certainly something to try, but I don't see why that would make a difference in an inability to log out. I have many customers who only use the default workflow and haven't seen any of them with this issue previously.
Are you guessing here, or have you actually seen that resolve similar problems?

CAD agent http query delay

Hi ,
we are using a http query from agent ( CAD ) desktop to get the customer information on to the CAD agent desktop , we are using the ANI from the call and query the DB using the http query
please advice
Regards
Purna

What's your question?

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.

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 !!

Uccx email agent - supervisor approval before mail is sent

Hi,
we have one customer that would like to make upgrade of their contact center to new version (probably uccx8) and email agent functionality seems very interesting to them. But they would like to know if is it possible that supervisor approve outgoing mail before it is really sent?
so, if email agent gets an email and he answers it, is it possible that answer first goes to supervisor for re-check and afterwards it is sent to a customer?
Also, they would like to know if it is possible to get history call for every inbound call from the same customer? they have some customers that are calling almost every month for the same thing and they would like "to be prepared" for them when they are calling next month
any idea would be appreciated.
BR,
Jelena

There is not a supervisor approval queue as there was in EIM. You can have the server BCC an address on all replies however. If you created a supervisor review mailbox and used that, they would at least be able to review and coach on any mistakes.
I'm not sure whether you're referring to the agent getting a call history from that caller; or, seeing patterns in historical reports. If the former, not through CAD; however, you may be able to do an integration with their CRM product so that a record is stored for each call. If the later for historical reporting, some of the raw data is there (e.g. calling number) but there are no reports specifically geared toward showing it. I typically suggest that the IVR prompt the caller for an account number and store that into the database using Enterprise Data which provides more confident data. Either way you would likely want to build a custom report to see what you want. This is explained in the Historical Reporting Administrator and Developer Guide.

CAD and Supervisor on Same Desktop

What is the trick to getting the CAD and the Supervisor software to install on the same desktop? Can we include the Supervisor Desktop AdminSoftware also? It seems I can install one or the other?

Hi
There's no trick really.
Supervisor install package includes Agent, so if you want both just install Supervisor.
If you just want Agent, install the Agent package.
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Aaron

Make CAD agents to go ready state upon login

hi all,
hope someone can help. running uccx 8.0. when agents log into CAD, it always put them in not ready state. is there a way to make them go ready right away upon login.
thanks
vijay

Hi Vijay,
Agent State Action
An Agent State action enables you to select an agent state to associate with an event.
Agent State actions can be associated only with Answered and Dropped events. The
only valid agent states are Login, Logout, Ready, Not Ready, and Work.
To set up an Agent State action:
1.Set up a new action. See “Adding a New Action” on page 98. The Select Action window appears.
2.Select the Agent State tab, and then click New. The Agent State Action Setup box appears (Figure 49).
3.Enter a name for the action, select the agent state control from the drop-down list, and then click OK
Please refer the CDA guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!

CAD agent & Supervisor

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