Passing PQ attribute and proficiency to Agent Desktop

Hi all
I want to find out which agent's attribute and proficiency was selected when the call was routed to agent. Is it assignable to any ECC variable?
Thanks!
-JT-
Sent from Cisco Technical Support iPhone App

Hi David,
Through this method, it seems like i would only be able to get the PQ it as assigned and not really the attribute/proficiency. Or that is possible as well?
Thanks!
-JT-

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Passing "Caller Entered Digits" to CTIOS Agent Desktop through IVR.

Hi,
Please suggest me on the below issue-
I need to Customize CTIOS Agent Desktop for the Screen POP-UP, where is Customer ID and Customer Address etc should be populated in CTIOS Agent Desktop. I have created the tabs for these (i.e. Customer ID and Customer Address), Now I need to send values(Customer ID) from IVR to CTIOS Agent Desktop, so that it can populate on Agent Desktop.
Please let me know to achive this.
Thanks in advance.
Thanks,
Manish Gupta.

Use the Call.PeripheralVariableX (X could equal 1-10). The call leaves the IVR and you pass the CED to ICM, ICM looks at this CED and puts it in a peripheral variable (PV for short). These 10 PVs are past on to the desktop once a call is received, they are part of the call context and travel with the call.
david

Pass variables between skillgroups on CTIOS Agent Desktop

We need pass variables in the next order:
1. The agent receives the call and insert variables in the CTIOS Agent Desktop.
2. The agent transfers the call to another skillgroup DN
3. The call is assigned to another agent.
4. That agent should see the variables.
My question is "Is this possible in UCCE 9.x and how configurate that?"
Thank you.

Dear All,
In order to keep the variables passed within the same call leg, you need to use something called Warm Transfer, you need to create the DNP in CCM as CTI Route point, in this case and only thing case the variables can be passed.
I was able to do it with CVP, even i was able to save the language accross the whole script that the agent can transfer the call to IVR back and the IVR can read the Language from the original entry (before transfering to agent) and the IVR will be played according to that.
You just need to create the dail number in the UCCE to be in the CUCM PG Routing client (not cvp or IPIVR).
and you need to create a label for the CUCM in the UCCE.
Amer

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 Desktop Issue

I've been having some users get logged out of CAD for no reason. Here is the jtapi log of when this happens. Any ideas on what might be causing this???
929: Dec 03 14:42:36.306 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) received Response: com.cisco.cti.protocol.GetLineInfoFetchResponse {
sequenceNumber = 37
info           = 2@[
com.cisco.cti.protocol.LineInfo {
    name             = 4799
    displayName      = Emily *********
    permanentLineID = 1234577583
    maxNumberOfCalls = 4
    lineInstance     = 1
    busyTrigger      = 2
com.cisco.cti.protocol.LineInfo {
    name             = 8799
    displayName      =
    permanentLineID = 1846486595
    maxNumberOfCalls = 2
    lineInstance     = 2
    busyTrigger      = 1
more           = false
2930: Dec 03 14:42:36.306 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) [(P7-10.130.0.12) DeviceLineUpdateThread] sending: com.cisco.cti.protocol.GetLineInfoCloseRequest {
sequenceNumber    = 38
enumerationHandle = 71832
2931: Dec 03 14:42:36.316 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) received Response: com.cisco.cti.protocol.GetLineInfoCloseResponse {
sequenceNumber = 38
2932: Dec 03 14:42:36.316 CST %JTAPI-CTI-7-UNK:(P7-3352) SEP001759C48420(0,0) refreshing lines: previous=2 current=2 created=0 removed=0
2933: Dec 03 14:42:37.943 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-sa-ccm1) EventThread](P7-3352) Request: removeObserver
2934: Dec 03 14:42:37.943 CST %JTAPI-JTAPI-7-UNK:ProvObservationEndedEv event to com.spanlink.jtapiclient.splkJtapiObj@21d1f4
2935: Dec 03 14:42:37.943 CST %JTAPI-JTAPI-7-UNK:ProvObservationEndedEv [#68]
2936: Dec 03 14:42:37.943 CST %JTAPI-JTAPIIMPL-7-UNK:[com.spanlink.jtapiclient.splkJtapiObj@21d1f4]ObserverProxy.queueEvents: dispatching synchronously
2937: Dec 03 14:42:37.943 CST %JTAPI-JTAPIIMPL-7-UNK:[com.spanlink.jtapiclient.splkJtapiObj@21d1f4]ObserverProxy.deliverEvents()
2938: Dec 03 14:42:37.953 CST %JTAPI-JTAPIIMPL-7-UNK:[com.spanlink.jtapiclient.splkJtapiObj@21d1f4]delivering to providerChangedEvent
2939: Dec 03 14:42:37.953 CST %JTAPI-JTAPIIMPL-7-UNK:[com.spanlink.jtapiclient.splkJtapiObj@21d1f4]ObserverProxy.deliverEvents() completed
2940: Dec 03 14:42:37.953 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-sa-ccm1) EventThread](P7-3352) Request: shutdown
2941: Dec 03 14:42:37.953 CST %JTAPI-MISC-7-UNK:Provider "(P7-3352)" changing state to SHUTDOWN
2942: Dec 03 14:42:37.953 CST %JTAPI-JTAPI-7-UNK:(P7-3352)[(P7-sa-ccm1) EventThread](P7-3352) Request: getObservers
2943: Dec 03 14:42:37.953 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) [(P7-sa-ccm1) EventThread] sending: com.cisco.cti.protocol.ProviderCloseRequest {
sequenceNumber = 39
2944: Dec 03 14:42:38.154 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) received Response: com.cisco.cti.protocol.ProviderCloseResponse {
sequenceNumber = 39
2945: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) shutting down
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
2953: Dec 03 14:42:38.154 CST %JTAPI-PROTOCOL-7-UNK:(P7-10.130.0.12) received Event: com.cisco.cti.protocol.ProviderOutOfServiceEvent {
eventSequence                 = 69
PROVIDER_OUT_OF_SERVICE_EVENT = 200
2954: Dec 03 14:42:38.154 CST %JTAPI-MISC-7-UNK:(P7-10.130.0.12) EventThread: queuing com.cisco.cti.protocol.ProviderOutOfServiceEvent
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?

Windows 7 64 bit Cisco agent desktop issue

Hello,
We are upgrading to Windows 7 64 bit, we have UCCE 8.0 as our call center. We done some testing and notice CTIOS agent desktop 8.0 doesnt work and then we tried CTIOS agent 8.5(4) which works to a certaion point the application opens but just says connecting to CTIOS server and says offline. Keep in mind we have Windows 7 32 bit and CTIOS agent desktop 8.0 works with that.
Please help
Thanks.

Senthil, Horacio,
I would not recommend using a 8.5(x) client against a 8.0(x) server (the OP suggests UCCE 8.0 is used). Even though they _should_ be compatible, they usually are not.
Upgrading the server side to 8.5 is the way to go IMHO.
G.

Cisco agent desktop has encountered a problem and needs to close error

A Remote Hotline user is experiencing crashes with her desktop agent. After logging into the program it generated the error message "The Cisco Agent Desktop has encountered a problem and needs to close"
I have removed the agent from add remove programs, re installed it and attempted to run it logged in as an admin and using both mine and the user's agent credentials and the program still crashes.
Agent desktop ver 5.0 Build 6.4.2.12 Windows XP
Any ideas?
Regardes, Chet

Thanks for the reply, this is what I did to resolve it:
Fix:
Uninstalled Desktop agent from add remove programs
Re installed program
Do a complete restart or the prog will continue to crash
Test program by logging in with user’s credentials

UCCX and agent desktop +E.164

Hello - we are running 10.0 UCCX and looking to see if +E.164 is supported. The issue we have with this is that with agent desktop it does not allow the + sign in the extension field. IS there a work around for this?

Hi Ed,
Use of E.164 DN on agent devices requires Finesse. E.164 is not supported with CAD / IPPA.
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Agent Desktop Recording and Silent Monitoring with IP Communicator.

Reading through the forums I have seen several posts which make me think this should work, but I can't seem to get silent monitoring or recording using the agent desktop to work when the agent is connected through IP communicator. Currently I have help desk agents using extension mobility to log into 7962s that are connected to thier desktops running agent desktop connecting to UCCX 7.01. Silent monitoring and recording work fine with thier hard phones. When I install IP communicator on the PC and log into it using EM, the agent desktop takes control of the IPC just fine and will distribute calls to it, but my recordings are blank and silent monitoring from an supervisor station fails to initialize. Is there something I am missing in the configuration that is special when using IPC instead of a hard phone? Thanks in advance.

Couple of things I've learned about the CIPC and monitoring/recording:
No named devices. Use the SEP + Mac Address of the local Ethernet interface.
Ensure the Ethernet interface can be put into permiscuous mode.
Ensure you are NOT using a shared line appearance for the IPCC Extension.
If you are using CAD to do the monitoring/recording, launch the CIPC before you launch CAD
If you are using SPAN, ensure the CIPC RTP traffic will traverse the network where the SPAN interface is located.
If you are calling phone-to-phone, know that the CIPC will attempt to negoitiate G.722. UCCX cannot monitor/record G.722. Set the region or call to the PSTN where you can guarantee a G.711 or G.729 call.

Agent Desktop's agent state toggles between "ready" and "reserved

Hello and thanks for all of your past help. I have a user whos'e Agent Desktop's agent state toggles between "ready" and "reserved when no calls are coming in to he IP Phone 7941 or 7961. Can anyone help?
Thanks, Chet

Is the agent's phone actually ringing at all? If not I suspect the IP IVR ports are unable to call the agent. UCCX tries to send a call to the agent so it sends the reserve event to the agent and then tries to send the call to the agent but is failing so it cancels the event flicking the agent back into ready. Perhaps check to make sure that the ports have an appropriate calling search space to call the agent extension. Maybe configure a phone the same as the IVR port and check to see if you can call the agent extension?
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Nathan

UCCX numbers off on Agent desktop and CTIOS supervisor desktop

Hello,
We have a big problem with the numbers displaying on are agent desktops as well as as the CTIOS supervisor desktops the numbers are off, such as the number of call recieved at the end of the day, etc. It seems like at certain times of the day the numbers reset back to zero and the number of calls received by an agent through the whole day are smaller than they should. Can you please help us.
Thanks.

Thanks. So you are looking at real-time reports.
1. Is this an issue with all agents or only few ?
2. What OS they are running ?
3. Try installing CAD on Win XP or Win 7 32-bit to see if the behavior is same ? I wouldnt recommend reinstalling CAD on their existing boxes, as few registry settings might not be removed completely & will show the same behavior. Therefore, grab a new machine with above mentioned OS & do a fresh install on it to see if it helps.
4. Were there any OS patch upgrades taken place recently on agent machines ?
GP.

Cisco agent desktop on window 7 and working with IPCC 4.0

Hi all,
i am using IPCC version 4.0.5 and Cisco Agent desktop client is installed on the windows XP machine
now we are planning to upgrade the all windows XP machine to window 7 32bits
before upgradeing OS from XP to windows 7 just want to know can CAD or CSD should be work onthe window 7 32bit
anyboday is using IPCC 4.X version with using CAD on the window 7 32 bits OS if yes CAD is woking fine with windows 7 or if any issue aries ?
Thanks in advance.

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
please rate helpful posts

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 !!

CTIOS 8.5(2) Agent Desktop fails to start - file not found exception

I can run the CTIOS 8.0(1) Agent Desktop OK against my 8.5(2) system, but when I install 8.5(2) SR on the client machine (running XP SP3), the app will not start. (Actually trace shows it starts a little bit but debugging doesn't point out the problem).
It pops up a Windows Message wanting to send a report to Microsoft (yeah, we know where that goes) and I can see it say something about a file not found exception.
I uninstall CTIOS 8.5(2) and it works perfectly.
Makes you wonder how this passed QC testing. I have tried on two different machines.
Anyone have the workaround that establishes the file it's looking for?
Regards,
Geoff

I still have my TAC case open but I also have a workaround that seems to work. As Chad described above he had a machine that the 8.5.2 upgrade originally did not launch on but then magically started working on. I also came across that case. Once I had one working machine I could upgrade it and downgrade successfully without issues. Seeing that the 8.5.2 installer examines the system to be upgraded I figured it's checking the registry and/or the installation files. I then did the following:
Working system
1) Downgrade working 8.5.2 system to 8.0.1
2) Export the Cisco Systems Inc key from this 8.0.1 system
3) Copy the CTIOS Client and CTIOS Silent Monitor directories for the 8.0.1 system
Non working System
4) Stop the CTIOS Silent Monitor system
5) Delete the Cisco System Inc key from the reg
6) Import the Cisco Systems Inc key from the working system
7) delete the existing CTIOS Client and CTIOS Silent Monitor directories
8) Copy in the CTIOS Client and CTIOS Silent Monitor directories from the working system
9) Run the 8.5.2 installer
Reboot - and run the agent/supervisor desktop
I did this on several test machines and it worked every time. I have upgraded about 5-6 supervisors and they all say it's working fine as well.
Carlos

I dont see the e-mail icons in the agent desktop

hi, i enabled the e-mail agent funtion, i created a e-mail queue, and i made the exchange configuration, but i dont see the icons on the agent desktop
why? does anyone know?
the version of the ccx is the 7.0 SR5
thanks in avanced

The icons wont become available until the e-mail agent system is configured (via the Desktop Administrator web interface).

Passing PQ attribute and proficiency to Agent Desktop

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