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

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The issue the Call Preseneted time not accurate.
The running UCCX version is: 8.5.1.11004.25
Attached the snapshot.

What's wrong with the calls presented column? It looks like three of the four people didn't answer one of the calls presented to them which is what that column is supposed to show.

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
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Supervisor Desktop, Agents window is very jittery on certain queues

We have Supervisor Desktop installed on Windows 7.
On all of the Supervisors, the Agents window in the lower left hand is so jittery (very fast), you cannot make out who the agents are.
We have two queues and it only happens when a particular queue is selected.
We have two version of the software and it happens on both of them.
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I took some snapshots during the jitter and it looks like one of the agents (also a supervisor) is going away, and another agent is showing up twice.
This happens so fast you can't see it, it just looks like all of the agents are kind of a blur.
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Might be a problem with a client firewall on the disappearing agent/sup.. that can disrupt comms so the agent logs in/loses connection/logs in etc ad infinitum.
Check for Windows Firewall or any third party sutff and turn it off.
Also check the desktop chat service logs on the UCCX server to see if there are lots of errors for any particular agent.
Aaron HarrisonPrincipal Engineer at Logicalis UK
Please rate helpful posts...

Supervisor desktop agent.

On the supervisor desktop 6.6.1 premium is there a way to add a column calls waiting?

You cannot add columns but you can hide them in the Preferences window.
This already exists in the Oldest Contact column. The first number is the contacts waiting, the second number is the amount of time the longest contact has been waiting. E.g: 5 [00:08:00] indicates five contacts are waiting and the longest wait is eight minutes.

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
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Cisco Agent Desktop / Supervisor Desktop Issue with Full Disk Encryption

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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.
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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
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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.

Agent and Supervisor Desktop Updates

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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,
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Anand
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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.
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GP.

Supervisor Desktop - Real time status shows the deleted agents

Hi All,
Recently we modified only the agent IDs for few agents.In ICM we just edited the previous entry. We have not deleted and re created it. Now the problem is the in "Supervisor Desktop - Real time status" the old entries are also reflecting in logout state. Exit_OPC will help us to remove this stale values. But is there any other metheod to to achieve this without impacting the production?
Regards,
Adithya

Hi David,
Thanks for your response. We cannot reinstall the Supervisor desktop there are multiple supervisors for this team. Will wait and check if the stale entry goes automatically. Please let me know if u come across any other process which will help in doing this.
Regards,
Adithya

Cisco Supervisor Desktop show "Agent Logs - call" and "Agent Logs - state" in N/A ::: UCCX 8.5.1

Hi team.
The Cisco Supervisor Desktop don't show any logs in the "Agent Logs - State" and "Agent Logs - Call" in some agents.
I restarted the Cisco Desktop Services in CCX Serviceability but the issue continue.
I appreciate any help respect this case.
Thanks a lot.
ErnestoG

Hi Ernesto,
Did you click or selct the Specific Agent\Inbound call which is currently being handled by the Agent. From the Screenshot you have attached (first one) doesn't look like the call has been selected.
Please select or click on that Specific Agent\Inbound call from CSD and check these values.
Hope this helps.
Anand
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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
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Version 8.0, FCS Q1CY10
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Cisco Agents not Displaying on Supervisor Desktop

2 Cisco agents were not displaying on the Supervisor Desktop, but were able to take calls. The agents were correctly configured in the UCCX. Logging off and back on did not correct the problem. The agents restarted their computers to resolve the problem. Any idea what could have caused this? Thanks

Community Feedback Forum is a "Please do not post content other than feedback regarding the Cisco Support Community experience within this community." community.
Moved to Contact Center

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
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Supervisor Desktop Agent View

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