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.

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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.

Cisco supervisor Desktop support for Windows 7

We are getting ready to rollout Windows 7. We ran into a problem while testing Historical Reports and Cisco supervisor Desktop on Windows 7. Historical Reports installs just fine while CSD give us an error that the operating system is not supported by Cisco. Is there a current version that supports Windows 7?
Our IPCC version is:
Cisco Application Administration - 7.0(1)SR05_Build504
Package: Cisco Unified CCX Enhanced
Any help with this issue would be greatly appreciated.
Thanks,
Yefim

Yes, you are wandering down a long and lonely road.
Repackaging an install package from an .exe (which could be one of a million types of installer, such as InstallShield) to an MSI isn't a trivial task - it's a fairly specialist piece of work.
You can only open MSIs with Orca, it doesn't support other types of install package.
I would suggest if you have a workable solution with ThinApp you'd be best to leave it there...
Aaron

Supervisor Desktop Browser Edition

Hi Guys,
I know this is probably an age old question asked many times, but I have a customer with IPCC and a complete Citrix/TS environment with dumb terminals. I'm just wondering what other people have done as an alternative to running the supervisor desktop in in a TS environment?
Also - I have heard rumblings about a browser edition - might this be web supervisor desktop client?
Thanks in advance,
Neil

1. Are the services mentioned actually running? And do they have the proper rights on CCM? A good test of this is making sure that they can function using the normal CAD software.
Where are these services supposed to be running (ie. my PC, UCCX, CUCM?)
2. What OS and JRE versions are on the machine you are attempting to use the BE on? A JRE version issue can be a root cause for this behavior.
I'm running Windows 7 64-bit and have Java version 6 Update 22 (build 1.6.0_22-b04)
3. Have you checked for basic connectivity (i.e. can you PING the UCCX server)?
Check the above, If they don't resolve your issue, then please post back with the version of UCCX you are using and the exact URL you are attempting to use to connect to CADBE.
Yes, I can ping my UCCX server with no problems. I'm trying to go the following link to connect CADBE (https:///cadbe/CAD-BE.jsp)

How to reset numbers in real time display in Cisco Supervisor Desktop?

Hi all,
I wonder about numbers in real time display in Cisco Supervisor Desktop. There are many statistic number for example : Call Handled, Max Talking, Avg Talking, Max Ready, Total Ready, Call abandoned, etc. Is there any way to reset those numbers back to zero? Please let me know.
Thank you.

Joe,
I haven't tried that, but I'm very skeptical. The CAD Agent gets stats from two places - CTIOS and RASS. RASS keeps the call log information in a SQL Desktop Engine database.
Stats derived from CTIOS reset at midnight. Obviously, restarting the RASS service has no effect on those. Call log information is being kept in a database so it seems to me that a restart of RASS should also have no effect.
I guess I will have to try for myself.
Regards,
Geoff

Cisco Agent Desktop / Supervisor Desktop Issue with Full Disk Encryption

Has anyone had any issues related to running Cisco Agent Desktop or Cisco Supervisor Desktop on a machine running full disk encryption? Our desktop team installed full disk encryption software from Check Point, and it seams to be causing some issues with call monitoring, screen pops via workflow and connectivity to the UCCX server. It's not effecting every machine (that we know of), but the fix for us right now is to provide a desktop without the encryption software. I'm just wondering if this is related to us, or if there is any supporting documentation out there?
Any help is apprecicated.

CAD for IPCCX v4 does not support windows 7. See compatibility matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
In my experience if you already have CAD installed and you upgrade the OS (without a fresh rebuild) CAD will work - but it is NOT supported. You should test this though.
You will not be able to install the older version of CAD on windows 7, the installer will give you errors.
Brian
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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.

No teams visible in Supervisor Desktop software

Hi All,
All of our UCCX supervisors can use the supervisor desktop software without any problems, but one particular user just sees a blank screen and the teams drop-down menu is blank. I made sure she is a member of the proper team and has Supervisor privileges.
I'm stumped. Any help would be much appreciated.
Cheers,
Gary

Hi Gary
No teams in the list means either:
1) That Supervisor is assigned sup rights, but not assigned to any teams in Subsystems/RmCm/Teams. Go into the teams the user should see, and assign the user as a secondary sup
2) Sometimes you may have assigned the user to the teams, but it doesn't sync to the 'desktop' services. If you are sure the user is assigned to the teams, you can go into Desktop Administrator (the new web based one in 7.x) and do a forced resync, or just restart the 'Desktop Sync' service from Control Panel in AppAdmin.
Regards
Aaron
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Supervisor Desktop not functioning correctly

Hi All,
When the supervisor logging into supervisor Desktop, he is not seeing any agent details.
Attached screen shot for your reference.
Version : version 7.2.1.100
We restarted below services on Active PG side.
1.       Reporting and Statistic Service (Rascal).
2.       Enterprise service.
3.       LDAP Service.
4.       Cisco Chat service
5.       Cisco recording and statistics service
Still the problem is persist. Please tell me, what are the troubleshooting I need to take to reslove this issue.

did you ever resolve this?
i had this problem running 8.0.x version where some of the agents would flash in and out of the supervisor screen.
i opened case with TAC they couldnt fix it, and i finally re-imaged the users machine to resolve.
but i would love to find out the root cause as it's happening again.
thanks,
dan

What Service Restarts the Data Calculations for Cisco Supervisor Desktop and Wallboards

Hello All,
UCCX version 8.0.2.11005-20
UCCX is running in HA mode.
Yesterday we believe our UCCX Servers failed over due to a network outage between the Publisher and the Subscriber.
So last night I restarted the "CCX Engine" to fail-back the servers, which worked just fine.
Now today the database that our Wallboard uses is not showing any data. So I ran some SQL statements on both Servers' CLI and the Database db_cra is showing old data on the Subscriber and the Publisher is showing all Zeros. But after just looking at the Real-Time Reporting page on the Web GUI, that "seems" to be working but I'm not positive because I have nothing to compare the numbers to...
When I try to run Supervisor Desktop, I can open the Program, sign-in, and then when I choose the "team" and then try clicking on a CSQ Name, Supervisor freezes and I get a "Not Responding" message. I thought it was just my PC but this is happening for 2 other people as well, on 2 completely different PCs so I can rule out that its the computer that is killing Supervisor.
Is there another service that needs to be restarted in order to get this working? I tried restarting the service for "Cisco Desktop Recording and Statistics Service" and I was nervous about restarting anything else because we are currently open and our CallCenter is taking calls.
Any thoughts would be much appreciated!
Thanks in Advance,
Matt

Has your problem cleared up? Did you do anything, such as a reboot or open a TAC case?
Anthony Holloway
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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

State Duration is not correct in Supervisor Desktop

Hi All,
In the supervisor desktop some times the Agent State duration is incorect. After re-launching the duration will be fine. How to trobleshoot thses kind of issues? Please advice
Regards,
Adithya

Hi Adithya,
Please see if you are hitting the below defect.
CSCtr65099 CSD Agent - Team State, State Duration is not sorted properly
http://www.cisco.com/web/ccbu/CRS/8/5/1/SU2/UCCX_851SU2_ReleaseNotes.pdf, pg 11
Hope it helps.
Anand
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Historical reports not matching supervisor desktop "Calls Presented" totals.

Have UCCX 9.X version of Supervisor Desktop. When viewing the “Agents – Team Summary” from within Supervisor Desktop the “Calls Presented” and “Calls Handed” totals seem to be cumulative from more than the past day. The Supervisor Desktop User’s guide states that the totals should be from 12:00 AM thru the current day. I’ve looked through Supervisor Desktop “Preferences” and could not find anything to change to give the past days totals only. When a supervisor runs a Historical Report for the day the totals are correct. When they’re in Supervisor Desktop the totals for each agent are hundreds more than what the Historical Report states. Is there a parameter I’m missing somewhere to allow Supervisor Desktop to give the current days totals only?
Thanks!

We started having this problem with some of the reps after migrating from the old CAD servers to new CAD servers. Since the new system didn’t have the updated RASCAL DB, I thought the reports have the stale data. I was under the impression that it gets cleared after a day(once CSD has a fresh data) but seems like that’s not the case. I didn’t get time to look into this further and have requested TAC to help me on this.
-Sunil

Supervisor Desktop Agent View

Hi,
I'm currently running UCCX 8 and have strange issue in Supervisor Desktop with the name display for one of the agents!
For all the other agents the information keyed into end user (on CUCM8) for the last name, first name fields is showing correctly in desktop. However i have one agent where it is showing a completely different name to what is entered in the end user entry!
Has anyone any ideas as to where else it could be pulling this information from or why it is displaying incorrecly for one agent yet the other 30 are correct?!
Thanks

The other thing to do is to download a free ldap browser (almost everyone uses the same one - version 2.8.2 of Jarek Gawor's application) and connect to the Calabrio LDAP - use port = 38983 and set the BASEDN to o=Spanlink Communications. It will look like this for an anonymous connection:
Have a browse through the LDAP until you find your agent. Check what is there - this is the source, and sync will just populate the source from the SQL database. This may shed some light on the problem - why it is not being updated to match the SQL DB.
For anyone who plays with CAD at a big site, the LDAP browser is essential.
Regards,
Geoff

IPCC Supervisor Desktop

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