CTI Toolkit Agent Desktop

We'd like to add the Chat tool/icon on the Agent Desktop. I know it's a checkbox but where in ICM is it located? Any info is appreciated. Thanks!

Chat is normally active. Perhaps someone disabled it through the registry. Check the CTIOS registry on the servers. Search for "AgentChatLevel".
If this is the string "Disabled", then change it. Here are your choices for this STRING value.
Disabled=All agent chat disabled.
PrimarySupervisor=Agents can chat only with primary supervisor of their team.
TeamSupervisors=Agents can chat with the primary or secondary supervisor of their team.
Team=Agents can chat with anyone in team.
Unrestricted=Agents can chat with anyone on the same peripheral
Regards,
Geoff

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        permanentLineID  = 1846486595
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        lineInstance     = 2
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    2946: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ProviderRetryThread shutting down
    2947: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ProviderRetryThread exiting
    2948: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ProviderRetryThread finished shutting down
    2949: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: shutting down
    2950: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: stream closed
    2951: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: exiting
    2952: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: notifying handler of demise
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    2955: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) EventThread: shutting down
    2956: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) EventThread: waiting for exit
    2957: Dec 03 14:42:38.154 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) EventThread handling event com.cisco.cti.protocol.ProviderOutOfServiceEvent[69]
    2958: Dec 03 14:42:38.154 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) deviceMap is empty? -false
    2959: Dec 03 14:42:38.154 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) lineMap is empty? -true
    2960: Dec 03 14:42:38.154 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) callMap is empty? -true
    2961: Dec 03 14:42:38.154 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) clearing park DN map
    2962: Dec 03 14:42:38.154 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-10.130.0.12) EventThread](P7-3352) Request: getCalls
    2963: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) EventThread: exiting
    2964: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) EventThread: finished shutting down
    2965: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatSendThread shutting down
    2966: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatSendThread waiting for exit
    2967: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatSendThread exiting
    2968: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatSendThread finished shutting down
    2969: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatReceiveThread shutting down
    2970: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatReceiveThread waiting for exit
    2971: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatReceiveThread server heartbeat or message not received for 60600 mili-second
    2972: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatReceiveThread exiting
    2973: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) HeartbeatReceiveThread finished shutting down
    2974: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) DeviceLineUpdateThread: shutting down
    2975: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:[com.cisco.cti.util.BlockingQueue@4e8cee]BlockingQueue:take() Threadname=(P7-10.130.0.12) DeviceLineUpdateThread  Thread interrupted
    2976: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) DeviceLineUpdateThread: exiting
    2977: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) DeviceLineUpdateThread: waiting for exit
    2978: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) DeviceLineUpdateThread: finished shutting down
    2979: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: waiting for exit
    2980: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) ReceiveThread: finished shutting down
    2981: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) finished shutting down
    2982: Dec 03 14:42:38.164 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-sa-ccm1) EventThread][8799]Request: getCallObservers()
    2983: Dec 03 14:42:38.164 CST %JTAPI-JTAPIIMPL-7-UNK:[com.spanlink.jtapiclient.splkJtapiObj@21d1f4]ObserverProxy.deliverEvents() completed
    2984: Dec 03 14:42:38.164 CST %JTAPI-CTI-7-UNK:(P7-3352) DeviceMap: closing device "SEP001759C48420"
    2985: Dec 03 14:42:38.164 CST %JTAPI-JTAPIIMPL-7-UNK:(P7-3352) Terminal "SEP001759C48420" out of service
    2986: Dec 03 14:42:38.164 CST %JTAPI-JTAPI-7-UNK:(P7-3352) [SEP001759C48420] CiscoTermOutOfServiceEv [#69]
    2987: Dec 03 14:42:38.164 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) deviceMap is empty? -false
    2988: Dec 03 14:42:38.164 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) lineMap is empty? -true
    2989: Dec 03 14:42:38.164 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) callMap is empty? -true
    2990: Dec 03 14:42:38.164 CST %JTAPI-CTIIMPL-7-UNK:(P7-10.130.0.12) clearing park DN map
    2991: Dec 03 14:42:38.164 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-sa-ccm1) EventThread](P7-3352) Request: getCalls
    2992: Dec 03 14:42:38.164 CST %JTAPI-MISC-7-UNK:(P7-sa-ccm1) EventThread: exiting

    Forgot to mention that we have already tried that, as well as many other things on the user's end.  Here is a list of everything we have done on the user's end.
    Uninstall and reinstall Cisco Agent Desktop - Been done numerous time
    A complete format of the hard drive and a reinstall of Windows and CAD - Been done 2 times
    Swapped out hard drive and put into different laptop, no difference
    Uninstalled all security software, made no difference
    Upgraded all Windows drivers
    Had user work on wireless connection instead of wired
    Tried a couple different phones
    After trying all this it is hard to believe that this problem stems from the user's end.  Is there anything on the server end that might cause this?  And if so where is the first place to look?

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