Supervisor desktop login issues

Able to login to agent desktop but with same credentials it is failing to login to supervisor deskrop.
Steps taken to resolve but it didn't work
1) enabled checkbox under supervisor but it didnot work
2) change password
3) deassociated user from agent team list and re associated
what next needs to be doen pls suggest

Hi Bala,
You should use the same credentials what you have used to login for Agent in Supervisor desktop as well. If it works for Agent login, then it should work for Supervisor as well with same credentials. Agent Team list doesn't matter here.
Hope this helps.
Regards,
Ganapathi.S

Similar Messages

Desktop Login Issues - AuthenticationException

Hi,
I've been struggling with this for hours and even searching these forums I can't find any solutions. Hoping someone can assist me. I'm a newcomer to Lync, I've set up a Standard Edition Server, published my topology etc. without any problems
also made required DNS changes without problems. I'm stuck trying to login in to both the desktop software and the Android app. When I run connectivity tests I get the result detailed below.
If anyone can help or relate similar problems and fixes I would very much appreciate it.
Testing remote connectivity for user [email protected] to the Microsoft Lync server.
Specified remote connectivity test(s) to Microsoft Lync server failed. See details below for specific failure reasons.
Additional Details
Elapsed Time: 5257 ms.
Test Steps
Attempting to resolve the host name sipdir.online.lync.com in DNS.
The host name resolved successfully.
Additional Details
IP addresses returned: 132.245.113.21, 2a01:111:f404:3401::35
Elapsed Time: 71 ms.
Testing TCP port 443 on host sipdir.online.lync.com to ensure it's listening and open.
The port was opened successfully.
Additional Details
Elapsed Time: 95 ms.
Testing the SSL certificate to make sure it's valid.
The certificate passed all validation requirements.
Additional Details
Elapsed Time: 308 ms.
Test Steps
The Microsoft Connectivity Analyzer is attempting to obtain the SSL certificate from remote server sipdir.online.lync.com on port 443.
The Microsoft Connectivity Analyzer successfully obtained the remote SSL certificate.
Additional Details
Remote Certificate Subject: CN=sipfed.online.lync.com, OU=UCG, O=Microsoft, L=Redmond, S=Washington, C=US, Issuer: CN=MSIT Machine Auth CA 2, DC=redmond, DC=corp, DC=microsoft, DC=com.
Elapsed Time: 209 ms.
Validating the certificate name.
The certificate name was validated successfully.
Additional Details
Host name sipdir.online.lync.com was found in the Certificate Subject Alternative Name entry.
Elapsed Time: 1 ms.
Certificate trust is being validated.
The certificate is trusted and all certificates are present in the chain.
Test Steps
The Microsoft Connectivity Analyzer is attempting to build certificate chains for certificate CN=sipfed.online.lync.com, OU=UCG, O=Microsoft, L=Redmond, S=Washington, C=US.
One or more certificate chains were constructed successfully.
Additional Details
A total of 1 chains were built. The highest quality chain ends in root certificate CN=Baltimore CyberTrust Root, OU=CyberTrust, O=Baltimore, C=IE.
Elapsed Time: 35 ms.
Analyzing the certificate chains for compatibility problems with versions of Windows.
Potential compatibility problems were identified with some versions of Windows.
Additional Details
The Microsoft Connectivity Analyzer can only validate the certificate chain using the Root Certificate Update functionality from Windows Update. Your certificate may not be trusted on Windows if the "Update Root Certificates" feature isn't enabled.
Elapsed Time: 5 ms.
Testing the certificate date to confirm the certificate is valid.
Date validation passed. The certificate hasn't expired.
Additional Details
The certificate is valid. NotBefore = 5/20/2013 5:43:10 PM, NotAfter = 5/20/2015 5:43:10 PM
Elapsed Time: 0 ms.
Testing remote connectivity for user [email protected] to the Microsoft Lync server.
Specified remote connectivity test(s) to Microsoft Lync server failed. See details below for specific failure reasons.
<label for="testSelectWizard_ctl12_ctl06_ctl03_tmmArrow">Tell me more about this issue and how to resolve it</label>
Additional Details
Couldn't sign in. Error: Error Message: No common authentication method detected..
Error Type: AuthenticationException.
Error Code: 0.
Realm: SIP Communications Service.
Response Code: 401.
Response Text: Unauthorized.
Elapsed Time: 4456 ms.

Hi,
Yes, you need to add the DNS records in DNS Server as following:
Location/TYPE/Port
FQDN/DNS Record
IP Address/FQDN
Maps to/Comments
External DNS/A
sip.contoso.com
131.107.155.10
Access Edge external interface (Contoso)Repeat as necessary for all SIP domains with Lync enabled users
External DNS/A
webcon.contoso.com
131.107.155.20
Web Conferencing Edge external interface
External DNS/A
av.contoso.com
131.107.155.30
A/V Edge external interface
External DNS/SRV/443
_sip._tls.contoso.com
sip.contoso.com
Access Edge external interface. Required for automatic configuration of Lync 2013 and Lync 2010 clients to work externally. Repeat as necessary for all SIP domains with Lync
enabled users.
External DNS/SRV/5061
_sipfederationtls._tcp.contoso.com
sip.contoso.com
SIP Access Edge external interface Required for automatic DNS discovery of federated partners known as “Allowed SIP Domain” (called enhanced federation in previous releases).Repeat
as necessary for all SIP domains with Lync enabled users
Internal DNS/A
lsedge.contoso.net
172.25.33.10
Consolidated Edge internal interface
More details:
http://technet.microsoft.com/en-us/library/gg412787.aspx
Best Regards,
Eason Huang
Eason Huang
TechNet Community Support

Story Desktop Login issues with AIR 3.4

Hi all,
Recently users who have upgraded to AIR 3.4 may have faced issues where Story Free users are not being able to log into the Story Desktop Application (AIR) or Story Plus users needing to re-enter their login credentials in the Story Desktop Application.
These issues got introduced in AIR 3.4 in which the AIR application is not able to access its Encrypted Local Store (ELS). More details about this issue is available at http://forums.adobe.com/message/4642305#4642305?tstart=0
The AIR team is working on this issue. Will keep the forum updated about the developments.
Workaround for all of these issues is to un-install AIR 3.4 from the system and then install AIR 3.3 which can be downloaded from http://get.adobe.com/air/otherversions/
Anjali Singh

Is there a way to just uninstall Story? I don't see an Uninstaller, nor can I drag Story to the trash (I am using an iMac), it refuses to be thrown away. When I try to install the newer version of story I get the message:
Sorry, An Error has occurred.
This application cannot be installed because this installer has been mis-configured. Please contact the application author for assistance.
Actually, I would be fine with just uninstalling Story if that is possible. Any ideas on how to do that?
Thanks

Desktop Login Issues

I'm trying to log in to the Story Desktop application. When I hit the Sign In button, I get a white window opening up, which I assume should be the login screen where I enter my email and password. But that box remains white with a spinning clock, never to actually offer any method of signing in.
I'm running Windows 7 64 Pro and AIR 3.3. I'm a Creative Cloud subscriber running Story Plus.
Has anyone seen this, or have a fix?

Is there any chance that you made some changes to your windows "host" file? We saw this issue once and that time it was the reason. Are you able to use Story plus on the browser?
Thanks

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
please rate helpful posts

Voice Monitoring Using Cisco Supervisore Desktop issue.

Hello all.
I have a probelm, I prepare for a demo and my demo contain that CUCM7.0+UCCX7.0 with premium license+ Cat2960+ 7911+7940
When I try to perform a call monitoring from the CSD the message appeare to me and say" The Cisco Supervisore Desktop dont recieve any voice ".
theis appeare either with SPAN configuration or without it.
what could the problem be?

Hello Ahmed,
One question, what kind of monitoring are you traying to configure, desktop base or SPAN bwese??
These documents will help you with both configurations:
Desktop Base
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008075025a.shtml
SPAN base
http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_tech_note09186a00801a62a8.shtml
HTH
Please rate this post if was helpful
Walter Solano
CCVP, Cisco UCCX Specialist
Cisco IP Communications Express Specialist

Cisco Supervisor Desktop - Barge and Interrupt features greyed out.

I have a customer using Cisco Supervisor Agent and Cisco Agent Desktop. In the Supervisor Desktop, the Barge and Interrupt features are grayed out for active agent calls.
This just started about a week ago.
We are currently working with Cisco on an issue with Tomcat Service, but restarting it last Friday did not fix this issue.
Any ideas?
Thanks in Advance!

Hi Jonathan ,
To barge in on a call, supervisor must first be logged into Cisco Agent
Desktop. Login on CAD and CSD by yourself and then try to barge. You can barge in only
once on a call per supervisor.
For example, if you barge in on a call, drop out of the conversation, and
then attempt to barge in on the same call again, you will not be able to do
so.
You cannot barge in if any of the following conditions are true:
The agent is on hold.
The agent is on two calls.
The agent is in a conference call.
You are already on another call.
In CUCM under Agent's phone, Built In Bridge must be ON and Privacy must be OFF.
If Supervisor needs to barge in, he should be logged in to CAD and CSD both
and it will consume 1 Agent License, if you are logged in CAD and CSD with
same user ID.
I hope this will help
Regards
Ravi

Supervisor Desktop on XP using VMware

Is there anyone that has installed Cisco Supervisor Desktop on XP in a VMware environment??? We have it installed and the supervisor logged in but we have no views for agents and no queue data. Works elswhere on non-VMware machines. Thanks.

Hi Chris,
Of course I am sure you already know that installing CAD components or any component for CCX on a VMWare image is not supported, but that said, I have it setup in a lab environment and don't really have any issues like you describe. Are you able to login to Agent and get that to work on this vmware XP system? When logged in as agent do you still see nothing in Supervisor?
You can look at this guide and see if it is helpful in troubleshooting the issue:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
Please let me know if this is is helpful and if so please rate this advice!
Mike

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.

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

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
Pls rate helpful posts !!

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

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.

Project Server Cumulative Update August 2013 install failed due to login issue/interruption

Hi all,
I was in the process of running the installer (exe) for the August 2013 Cumulative update "uber" hotfix for SharePoint 2013 and Project Server today (KB2817615) on three servers. I was connected to the servers via Remote Desktop, logged in as the
Farm account.
On one of the servers, somewhere during the installation, my Remote Desktop session got "hijacked" by another user who was not aware of the ongoing process..so he was logged in as the Farm account for a few minutes.
I logged back in and found that the install dialog was gone...apparently the install stopped due to the interruption in logins. So I attempted to re-run the hotfix installer, but it now says "There are no products affected by this package installed
on this system."
I've tried clearing the timer cache and running the installer using "PACKAGE.BYPASS.DETECTION.CHECK=1" but neither has worked.
Any ideas on how this can be fixed or re-run?
Thank you for your assistance!
Regards,
Kevin Worthington

Hi Kevin,
Were you able to resolve this issue. I didn't have any interruptions or login issue, the installation cancelled itself!
Any help will be highly appreciated.
Thanks
SJ

Supervisor desktop login issues

Similar Messages

Maybe you are looking for