Cisco Desktop Agent application

How do you change the default URL links in the Ciscao Agent application? Is it done in CM or UCCX consoles?
We have a few agents that want to reset the default links in the Agent application?

You need to use the Cisco Desktop Workflow Administrator application. You can download this through the /appadmin UI under Tools > Plugins.
Cisco Desktop Administrator User Guide/CAD 8.5 for Unified CM

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Cisco desktop agent fail to connect to CCX7.0

Hello,
Please we occure a problem that the Cisco desktop agent fail to connect to CCX 7.0 extension Agent ID not found.
regards

We're currently seeing the same issue with only two Agents. When you look at the Agent's call log, it shows a reason code of Ring No Answer. This would lead me to believe that UCCX is attempting to pass calls to the Agents, but the phone never rings. Anyone else seeing this?
We're running UCCX 8.0.2 and CAD ver 8.0.2.300.

Cisco desktop agent and MWI

Is there a way with Cisco Desktop agent to have a popup or an icon so if there are voicemails the agents will know they are there?

Hi
Not sure what you are asking for here?
If an agent has VM, then they should get the normal MWI/red light on the handsets.
If you are talking about VM for the 'queue' (i.e. a shared voicemail box), then I normally configure like so:
1) Create a line on the system (with a new, unused DN)
2) CFwdAll the line to Voicemail
3) When you send a call to VM for the queue, send it to the new line, which forwards to voicemail
4) Configure a VM box with the new line DN as it's extension
5) Configure the new DN as a second line on all the agent phones that you wish to receive notification.
Now, when a VM is left, the envelope icon on the VM line appears on the phone and the MWI can be lit so all users are aware of it.
Regards
Aaron
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Cisco Desktop Agent\Supervisor & Windows 7 Compatibility

We are on Customer Response Solutions V 5.0(2). In order to install the Desktop Agent on Windows 7 we need to install DA v 7.5(8). We have been told by our VAR that we need to upgrade not only our CRA but also our CallManager to verison 8. This is going to be a big expense especially since we just upgraded four Cisco Servers less than two years ago.
Does anyone have any experience with the Desktop Agent on Windows 7? If so what version works?
Thanks

Hi Sandy,
Here is the page which has the compatibilities listed for Windows 7.
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps427_Products_Bulletin.html
Here is the snippet that concerns UCCX. Which is what I think you are running, but you haven't actually stated that.
Version 7.0(2), Q4CY10
Version 8.0(1), FCS Q1CY10
If you upgraded to UCCX 8, you could still keep your CallManager at 7, provided it's on a supported version.
To know that, you need to look at the compatibility guide for UCCX:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
I hope this helps.

Cisco Desktop Agent Time out?

Can someone tell me if there is a "Time out" feature that knocks users out of the call agent group after a certain perioud of inactivity or could there be a limit to how many users can be in the agent group?
Thanks ,Chet

Yes to both quests.
There is a time out feature you set for agent desktop. There is also a user license limitation for number of agents signed on given moment.
in ICM under configuration manager list tools, list agent desk setting see details.
may want to post this in contact center forum.
please rate if it helps.
Baseer.

Remote desktop connection blocked by cisco security agent

Hi,
I have a deployment of a Management Center for Cisco Security Agents 6.0.2 and i just noticed that the agent is blocking the remote desktop connection to the hosts, the agent installed on the server shows me the event but i'm not able to see it logged on the Management Center (i can see logged any other events), i'm not sure what rule should i enable in order to allow this connection.
Do you have any ideas???
Thanks in advance...

Hi,
Remote desktop connection uses the highest possible security level encryption method between the source and destination.
In Windows Vista or later versions of Windows, the remote desktop connection uses the SSL (TLS 1.0) Protocol and the encryption is Certificate-based.
TS Gateway can also make the connection more secure, enhance security, see detailed information in this link
http://technet.microsoft.com/en-us/library/cc731264(WS.10).aspx
Don't forget some known offical antii-virus software, they can also protect the connetion from network attack.
Yolanda Zhu
TechNet Community Support

Cisco Unified CCX desktop agents were all logged off this morning

Hi All,
We have CCX with 23 Premium seats running System version: 8.0.2.11002-3.
This morning, all of the desktop agents were all logged offf at the same time with the exception of one agent who was on a call when the problem occurred.
All agents were able to log back into the system.
Some had to tick a box "log the other user off" and some had to reboot their pcs.
Does anyone have any tips for me to troubleshoot this sort of problem?
The fact that when the users tried to log back in and the system said they were already logged in on that user id tells me that something unuaual has happened with the software.
Thanks so much for any assistance
Regards,
Amanda Lalli-Cafini

Hi Amanda,
There could be several reasons here.
1. CUCM or CM Telephony service getting restarted.
2. UCCX or any of its desktop related services getting restatred. Failover\Failback happening in case of HA system.
3. Network connectivity issues.
To find out the exact reason for failure, you need to check the logs from both the UCCXand CAD side.
And also if you login into UCCX serviceability page and navigate to control center, you could see since how long each of the UCCX services are up and running, try to see which is the service running from least time, which will give you an indication of this service restart.
CAD logs path,
C:\Program Files\Cisco\Desktop\log
UCCX logs can be downloaded from the RTMT tool, please see the MIVR, MCVD logs in this time duration.
Hope it helps.
Anand
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Desktop agent keeps initalizing, cannot uninstall either

For a few weeks now my Desktop agent keeps initalizing and it kicks me out of the supervisor console. When I try to install another version it says "A conflicting application has been detected. See product documentation for a listing of valid configurations.
There is not an option in add/remove to delete the program either
Used the documents that cisco has on their site to manually uninstall and they do not point me to a useful solution
deleted the folder that contains agent and it cannot install a new copy
Update
By deleting the supervisor console it removed the agent, this did not fix the issue after reinstalling
Any suggestions?

Hi and Welcome to the Community!
I suggest this thread:
http://supportforums.blackberry.com/t5/Desktop-Software-for-PC/Cleanly-quot-Starting-Over-quot-with-...
It starts with a process for cleanly starting over, and there is some discussion, and there is also a post (15) with links to older Desktop Software versions, if those are needed. Note that this is not, by any means, guaranteed to work...but it has worked for many to resolve issues they are having.
Sometimes, if an older version won't uninstall, installing a newer version and then removing it will complete the removal of the old one as well.
Good luck!
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Enabling Wrap-Up Data in Cisco Desktop Work Flow Administrator

Hello! I am running Cisco UCCX v7.0 and am trying to enable wrap-up data on my calls.
In the screenshot below, I am working with the Lending Work Flow Group and have added several Available Wrap-up Data reasons to the Work Flow Wrap-up Data reasons. I have also checked the boxes to Enable Wrap-up Data and to Enable Automatic State Change. I then clicked the Apply button and then manually synchronized the directory services from the Cisco Desktop Administrator webpage. Finally, I had the Agent login/logout of the CAD.
But when testing, the Agent was not prompted with a Wrap-up Data window. Is there a step I missed? Any input is greatly appreciated. Thanks!

Do you mean the Cisco Desktop Enterprise Service under System->Control Center? No, I have not restarted that service.
What is the business impact of doing so? Will it logout and/or disconnect agents that are logged into the CAD and on calls? Should it be done after business hours in a maintenance window?

CTI OS desktop agent cannot answer call

Hello All,
I am seeking a suggession on a issue which seems to be lying with network.
Agents are located in different location and all remaining Cisco components like ICM, CVP and CCM are in data center.
Agent succesfully logs in via CTI os Dsktop agent and IP phone, but when call is transferred, its state fluctuates between ready and reserved. CTI OS desktop agent never goes to talking state and call never lands on IP phone.
Network team claims nacessary routing and firewall ports are already open.
Seeking suggesion to further isolate and what logs/traces can be collected to identify the source of issue.
Tried 1 test agent login in data center and observed that in data center call lands to agent succesfully.
Any directions/pointers?
TIA
Regards,
Kailash

Hi Kailash,
Could you please check the below points:
1. Check if you associated the Agent phones to CCMPG user.
2.Symptom: Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause The Ring No Answer feature is probably set on your ICM system. Open the ICM Configuration Manager and increase that value or disable it all together. (Refer to the ICM Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure the Ring No Answer feature.)
3. Make sure the CSS and partitions are proper.
Also refer the below troubleshooting guide for more information,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_2/troubleshooting/guide/ctits.pdf
Hope it helps,
Anand
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UCCX 8.5 Supervisor desktop agent voice monitor logs

Is there any logs/reports that can be found to show what calls the supervisor has silient voice monitored when using the silient monitor function from the supervisor desktop agent.

You'll need to assign the supervisor to a couple teams before you'll see anything in Supervisor desktop.
You can do this through SubSystems --> RmCm --> Teams. Make sure your user shows up under the assigned section.
You will need to close (completely) Cisco Agent Desktop and relaunch before you will see the changes.
HTH
Regards,
Tanner Ezell

Desktop Agent Updates

I'm a newbie to Contact Call center. I running version 7. When I download the client from the server it requests updates to the client (Desktop Agent). Where is the client (Desktop Agent) getting the updates from? Is it coming from the server or cisco? How can I verify it?

Hi
No - the updates are made available only when you apply upgrades or SRs. So base 7.0.1 release would just have the initial install, but if you install a Service Release you will probably find a 'CAD Clients Service Release.msi' file at the location Tanner mentioned.
You don't always get a new CAD SR when you install a new UCCX SR, but you usually do. Check if the CAD versions have changed on the UCCX Compatibility sheet when planning any upgrades if you need to know (i.e. if you push out the MSIs via a desktop management system...) http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Regards
Aaron
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App-v cubacs and desktop agent

I have a client who is upgraded their CCM environment to version 10. We will be deploying a CUBACs server and client and contact centre express desktop agent and supervisor agent. They are also looking at deploying the desktop applications in a Microsoft App-V (ver 5.0.12180). I have a quick google search to see if the App-V environment is support for these but not found anything. Has anyone out there come across deploying these packages in an App-V environment, and if so are the any issue?

See the App-V client to see if it is attempting to delete the shortcuts during a refresh - you may need to set the log to verbose mode first.
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How to open the link in new firefox window for web desktop based application? Or how to open the mail/website/rss link in new firefox window

I am using the firefox 3.6. My problem is that I am using the web desktop and few web desktop based application directly opens link. If I click on rss link than it opens in same window, so no longer access to web desktop. I want to open any kind of link in new window instead of same window. I have tired to change the value of browser.link.open_newwindow, browser.link.open_newwindow.restriction but doesn't work. Also gone through the https://developer.mozilla.org/en/window.open but not sure where to do this in web desktop based application or firefox where we connect the web desktop?
Is there any way to open the link every time in new firefox window?

Hi Joseph,
the HTMLB link object misses the support for onClientClick through the tag lib, see hbj:link without onClientClick ? and OnClientClick Event for Link HTMLB Component for similiar problems and workarounds.
With this workaround, you can call for example an AbstractPortalComponent, implement doOnNodeReady (with an empty doContent method) and return the PDF, settings the content type on the http before etc.
Hope it helps
Detlev
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Since upgrade to Windows 8, cannot save .rdp files under the Remote Desktop Connection application on the Desktop

Since I upgraded to Windows 8, I am no longer able to save individual Remote Desktop Connection files as .rdp files. I am talking about the traditional Remote Desktop Connection application on the Desktop that was in previous Windows versions, not the
Remote Desktop App from the Windows 8 store.
When I try to click on the Save button I get "An error occurred while saving to file"
When I try to click on the Save As button I get "Unable to open connection file" with the file address being where I tried to save it with the file name at the end.
Also when I upgraded to Windows 8, my .rdp files disappeared from my Documents folder.
I need to create different .rdp files for different programs that my employees get into on my server. Now I have to hand type all the info each time into the Programs tap on the Remote Desktop Connection window, because I can't save to an
.rdp file.
I like the Remote Desktop App from the Windows store but it won't let me designate specific programs to use using standard dos notation (ie c:\program files\ etc..). It just goes to my server desktop.
I want to promote Windows 8 to my employees but I need either .rdp files for the traditional Remote Desktop Connection or the ability to open specific programs using dos notation in the Windows Store Remote Desktop App.

I know this is an old post but others might still be having the problem. Here's what I did.
Create a new text file and open it in notepad. Copy the below into it and edit for your environment. (IP, screen size).
screen mode id:i:2
desktopwidth:i:1920
desktopheight:i:1080
session bpp:i:24
auto connect:i:0
full address:s:192.168.x.x
compression:i:0
keyboardhook:i:2
audiomode:i:2
redirectdrives:i:1
redirectprinters:i:1
redirectcomports:i:1
redirectsmartcards:i:1
displayconnectionbar:i:1
username:s:USERNAME
domain:s:DOMAIN
alternate shell:s:
shell working directory:s:
disable wallpaper:i:1
disable full window drag:i:1
disable menu anims:i:1
disable themes:i:1
bitmapcachepersistenable:i:1
use multimon:i:0
winposstr:s:0,3,0,0,800,600
audiocapturemode:i:1
videoplaybackmode:i:1
connection type:i:7
networkautodetect:i:1
bandwidthautodetect:i:1
enableworkspacereconnect:i:0
allow font smoothing:i:0
allow desktop com:0
disable cursor setting:i:0
redirectclipboard:i:1
redirectposdevices:i:0
drivestoredirect:s:*
autoreconnection enabled:i:1
authentication level:i:2
prompt for credentials:i:0
negotiate security layer:i:1
remoteapplicationmode:i:0
gatewayhostname:s:
gatewayusagemethod:i:4
gatewaycredentialssource:i:4
gatewayprofileusagemethod:i:0
promptcredentialonce:i:0
gatewaybrokeringtype:i:0
use redirection server name:i:0
rdgiskdcproxy:i:0
kdcproxyname:s:
You don't need to worry too much about what's in here. Save the text file as
filename.rdp then rightclick on the file and select edit. The familiar GUI rdp session editor will open. You can make changes in the GUI and
save or save as a different session.
Hope this helps.

Cisco Desktop Agent application

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