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.
Admin is separate - install that just where you need it.
Aaron

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Way to close/reopen file and keep the same desktop position

When closing a Text Edit document, I would like to have it reopen in the exact same position on the desktop as when I closed it. Is there any way to make this happen? It seems to remember if the window was resized, but it always puts the document at the bottom of the desktop.

I have no idea why it isn't working for you. All of Apple's apps use that feature. You might want to launch Disk Utility, select your boot volume, and repair permissions. If that doesn't fix things, create another admin user account, log into it, and see if the problem persists. If so, report back. If not, then the original account's has problems (conflicts, corrupted preferences, or cache file problems). Preferential Treatment can examine the preferences and there's other products that will clean the cache files, but I don't use any, so I have no recommendations.

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.

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.

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
Please rate helpful posts !!

We have developed a desktop application using Flash software and published the same for MAC environment. When we double click on the index.app file, the application is working perfectly in Mac 10.6.7 at our office. But if the same index.app file is double

We have developed a desktop application using Flash software and published the same for MAC environment. When we double click on the index.app file, the application is working perfectly in Mac 10.6.7 at our office. But if the same index.app file is double clicked in Mac 10.6.7 at out clients location, its not opening. For your information the client is able to open this same application by double clicking on index.swf file. The main problem is that client is not able to open the application using index.app file at their office whereas we are able to do so at our office. Can anyone give some suggestions to sort this problem?

The most common reason is different versions of Flash, or different versions of web browsers used. Some users may elect to not have Flash installed at all because of the processor overhead of Flash. If you are going to make an application for a client, check what operating system and browser versions they are using first. Then determine if a stand alone application is required, or if they have the necessary plugins to run specific browser enhanced code.
P.S. MAC is an acronym for Media Access Control. Mac is the shorthand for Macintosh, the operating system and computers made by Apple Inc.

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?

HT204053 My wife and I have both synced our iphones to the same desktop computer. She recently synced her ipad to the same computer. Now we cannot send messages to each other anymore. any ideas?

My wife and I have both synced our iphones to the same desktop computer. She recently synced her ipad to the same computer. Now we cannot send messages to each other anymore. any ideas?

By signing up for an apple ID it means she will be able to download her own apps and music and in future redownload if required for free. Ideally it should be the primary email address she uses as you can't transfer purchases etc to another ID.
Photos shouldn't disappear but back them up before hand. These days everyone gets an iCloud.com address so she could use this as her ID. You would need to go to www.apple.com/iCloud from a computer to sign up for this. Bearing in mind you need a mac with lion or mountain lion or a pc with windows vista onward to take advantage of all services like calendar sync and find my iPhone etc.
Otherwise sign up for an apple id with any other email address. You can do this at https://appleid.apple.com/cgi-bin/WebObjects/MyAppleId.woa/
AND Click on create an apple ID.
the applications linked to your existing apple ID will have to be redownloaded on the other ID but you won't lose them on yours.

Can LifeDrive and T/X use the same desktop?

I am currently using a Lifedrive with a Windows XP desktop (version 4.1.4 and HotSync Manager 6.01). I was given a T/X with a dead digitizer. I replaced the digitizer and now the basic T/X works great.
My problem is I can not get the T/X to HotSync with my current desktop. Should I be able to HotSync my T/X with my current 4.1.4 desktop? If so, would I have to run the 4.1.4 installer a second time to get it to add the T/X to the desktop?
If I understand what I have read, I can not upgrade to the latest desktop, 6.2, because it does not support the Lifedrive.
Thanks
Post relates to: LifeDrive

Hi, and welcome to the Palm Support Community.
Yes, you should be able to sync both the LifeDrive and TX to the same desktop. But you must give them separate and distinct Hotsync IDs...they cannot sync to the same Hotsync name because they require different system files which won't play nicely with each other.
Exactly what happens when you connect the TX and try to sync? If you Hard Reset the TX, then connect and Hotsync, the software should recognize that the TX is a blank slate and let you create a new Hotsync ID for it.
smkranz
I am a volunteer, and not an HP employee.
Palm OS ∙ webOS ∙ Android

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 !!

Recording and Monitoring stopped working on some CAD and CSD in windows 7 after OS upgrade

Hi All,
Some of our Agents and Supervisors have been migrated to Windows 7 workstations and they no longer appear to be able to use the recording or monitoring facilities.
We are currently using Call Manager System version: 7.1.5, and UCCX System version: 8.0.2
I found a document regarding this about NIC cards on those pcs as below, however this document is old and also its for windows xp
http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf
Could someone please help on this
Thanks

If you are using the Windows 7 64 bit version, CAD/CSD are not supported on that platform. That is becuase the desktop based monitoring and recording are not supported in WoW64 mode, the drivers and associated software modifications are not present. The customer would need to be at CCX 8.5.
(see the footnotes around 64 bit in the compatiblity matrix)
Regards,
Tom

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

Can 2 people in different locations at the same time import, access, send, and receive the same messages from the same email account

I import messages into Thunderbird. I send and receive emails. One of the things I like about Thunderbird is that I can insert (image, link, etc) right where I want to, and I can Attach. But not just a simple attach file. No, I can also click Attach and choose Webpage. A lot of web-based emails are plain, simple, no frills - Attach file and that's it.
So I need to have my client be able to do the same thing I do when sending out emails, Namely sending out emails with an Electronic Press Kit (EPK) attached - which is to say, a webpage (not a pdf in our case). So, I need her to download, install, and use Thunderbird.
Here's the problem and my question. She needs to access, send, and receive from my email account. That would be easy if it was simple attach files - she could just login on the web, go to squirrel mail and bang it out.. Here it is: She needs to be able to import the messages to be able to reply to some messages - she needs access to what I have access to. She needs to use Thunderbird so she can take advantage of the features like insert image with link or attaching a webpage. My question is how will this affect my use? Can 2 people simultaneously and from different locations access and use the same email account or is it a case where her importing the emails would cut me off..Is it an either or thing? Basically, can her and I both import the emails or can they only be imported to one location at a time. Because every time someone sends me an email i get it right there on my Thunderbird application..it's imported to my Thunderbird..I want her and I to be able to do that without affecting each other. I don't want her to start importing to her desktop and then I can no longer import. If she says "point those messages to my computer what will happen to my ability to access them on my computer in the same manner I am currently?

I think there is a contradiction in your requirements. You want two people to share an account and you don't want either to interfere with the other.
The short and simple answer is to use IMAP to connect to the mail server. If your current email provider doesn't offer IMAP, find another that does. This is old technology already and it's disgraceful that some email providers haven't yet put it in place.
IMAP means that your messages are stored on the server and both of you will see exactly the same set of messages. And therein lies the contradiction; you will both see changes made by the other so you are inherently interfering with one another.
Caveats: some providers may not permit you both to access the account concurrently, and even if they do, things may become interesting if you both choose to work on the same message simultaneously.
Note that all of this is about email servers and protocols; your choice of Thunderbird as your email client has little bearing on the situation.

HT203167 My iTunes library on laptop is correct/up to date with recent purchases and downloads; however, our desktop computer does not have any of these when logged into Itunes.... how do I add these so both computers have current info?

The iTunes library on our laptop is correct and up to date with recent purchases and downloads; however, our desktop does not have any of these when using it. Home sharing is turned "ON" with both computers. Why is the desktop not showing the same content and how do I resolve this?

From your OLD computer...
Copy your ENTIRE iTunes FOLDER to an External Drive... and then from the External Drive to your New Computer..
Full Details Here > http://support.apple.com/kb/HT1751
Also see this migrate iTunes library post by turingtest2

I can't type anything. Typewriter comes up for a second and phone shuts what I was on and goes to main desktop page.

Today, I cannot type anything. In notes, reminders, email, safari, facebook, every time I go to put the curser on a spot to type, or try to add another note, the phone jumps out of the file I am in and goes to the main desktop page. It worked around 7 PM when I was checking something online while I was out, but when I was back home and tried to update one of the notes I update daily (I am keeping a log), this started happening. It won't go to the typewriter keys (it flashes them for a second and then everything disappears and I am at home page again. When I clicked the bottom middle button, a black screen with the white apple appeared but my icon page came back when I pressed it again. I shut down and immediately opened again, thinking a reboot would help but it didn't. I have it shut down for the night and tomorrow if same problem I will call Verizon. Wednesday, I tried to check my calendar to see what day was best to schedule something, and none of the entries were there... not even the birthdays. I use iPhone calendar as my main calendar and have all my appointments stored there. That did come back about an hour later when I went to add an appointment.
I am hoping this new problem fixes itself with an overnight shutdown and morning reboot. Wish me luck.

This is a pretty bizarre situation, Grandma_Patches. I would suggest backing up your phone to iTunes, completing a restore of your device and then the update. I'm confident that this will address and resolve your concerns. Keep me posted.

CAD and Supervisor on Same Desktop

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