UCCX 9.0 Agent is appeaaring and Disappearing from Supervisor

We have installed anew setup and the issue is Agent is appeaaring and Disappearing from Supervisor. As per observations, this is happening every 20 second. Is there a timer in config or something?
we have checked no firewall and antivirus in between.
Any suggestions please

Hi Hina,
This always happens due to one of the following:
++ Different versions of CAD or CSD other than the server - check the version of CAD or CSD and check the compatibility matrix to verify if that is the same for the UCCX version you are running
++ Anti Virus - A big culprit sometimes. Recommended test would be from a PC without these settings.
++ Firewall - Connectivity to the Cisco Desktop Call Chat Service.
Check for the following ports for the UCCX Server:
3001 - Call Chat Service.
3002 - Call Chat Service for Clients over VPN.
These need to be accessible or open for the server from both the CAD and the CSD.
++ Citrix or Thin Client.
If your clients are on thin client such as Citrix or MTS, then check the Port Utilization guide for the ephemeral ports to be open.
Also check the Post install.exe file to have the parameter Thin Client Environment set to Yes.
HTH
Regards,
Arundeep

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Greetings -
Can someone help find a solution to my below problem..
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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>
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<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?
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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.

CAD Agent blinks in and out of Supervisor Desktop

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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.
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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.
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http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
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Agent disappears from Supervisor Display

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UCCX 9.0 Agent is appeaaring and Disappearing from Supervisor

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