Wierd issue on Cisco supervisor desktop

Hello all,
I have a user who has both CSD and CAD on the machine. Before getting first call to CAD, user is able himself in both "Team state" and "Team summary", but once he gets first call, his name doesn't show up in " Team state". It shows only in "Team summary".
This is happening only on his account.
Any help is much appreciated

Hi.
If you restart the CSD , does the agent show correctly?
Which version of cad/csd are you running?
Please let me know
Regards
Carlo

Similar Messages

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 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
Please rate helpful posts !!

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

Agents don't appear in Cisco Supervisor Desktop (CCX 7.01 SR5)

Hi all,
I have a problem with CSD and CAD applications. My problem is although we have an agent logged into the CAD, I cannot see it from th Cisco Supervisor Desktop. I have reviewed the connectivity between Cisco Agent Desktop machine and CCX Server and from Cisco Supervisor Desktop and CCX Server (performing telnets between machines).
With this issue I cannot monitor agent states neither perform agent monitorization.
I have installed Cisco Security Agent 5.02 on both CCX Servers.
It's important for me to solve it, so any help will be appeciated.
Regards

This has been identified as a known issue documented under Cisco Bug ID: CSCtd75811. This problem is the same as that documented in CSCtd07195 for CAD Enterprise. http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCtd75811 (Registration required).
There is no known work-around and the fix is "Release Pending" and has been so for about a month.
Tim

UCCX 8.5.1 - Cisco Supervisor Desktop not showing Caller Names

Hello,
I have recently done a deployement for UCCX 8.5.1. I have been made aware of an issue where iif a Cisco Supervisor Desktop is looking at a Agent that is on a call, the Callers name is not bening shown in the Caler Name field, instead the callers extension is being displayed. Has anyone else experienced this or is this one for TAC?
Here is an example of what I mean.
This is the view on the UCCX Supervisor screen when an agent is taking a service desk call. How can we configure it to display the name alongside the number? I know that 1380 is Paul A Smith, and 1552 is Nicola Turvill?
Thanks for your time.

Check the troubleshooting guide.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf
Page 126
Problem
Enterprise data does not display data on outbound calls.
Solution Enterprise data only displays data for inbound calls.

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

User is in team state but not in team summary - Cisco supervisor desktop

We have Cisco supervisor desktop where supervisor can see user in team state but not in team summary?? Any clue why is could be happening??
Any help is much appreciated
Thanks!

Hi David,
Not sure of setting an alert but Supervisor can use "Table 17. Summary display data"
Agents Not Ready : The number of agents in this CSQ who are currently in the Not Ready state.
And "Table 12. Team Summary display data (cont’d)"
Max Not Ready : The longest time the agent spent in the Not Ready state today.
And also refer the section "Creating Supervisor Work Flows"
Using the Supervisor Work Flow Administrator feature, you can configure your desktop to perform certain actions based on queue statistics for calls waiting and calls in queue for specified skill groups.
Refer the below link for more information on this.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/csd85ccxug-cm.pdf
Hope it helps.
Anand
Pls rate helpful posts !!

Work flow action missing in Cisco Supervisor Desktop (for UCCX)

Hello,
In Cisco Supervisor Desktop User Guide and in the console help file, I read it is possible to configure, in the Supervisor Work Flows, some triggers and some actions to play if triggers are reached. This actions are :
Audible Alert Action
Message Box Action
Report Action
Tree Control Action
Email Alert Action
But in fact, in my own supervisor desktop, the only action is Tree Control Action.
How is it possible to have the other actions available ? is it a licence problem (We are running on a Enhanced version).
thanks in advance for your help.
Philippe

Thanks you for your answer.
Philippe

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

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
Please use the star ratings to help drive great content to the top of searches.

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

Cisco Agent Desktop software running multiple times in Task Manager

Has anyone seen an issue with Cisco Agent Desktop v 6.6(1) where after closing the program completely it stays running in Windows Task Manager. We have the Agent software installed on 8 PCs and only one of them is having this happen to them. One time the PC had 15 instances of Agent.exe running in Task manager. A reboot of the PC corrected the issue, however when the issue does happen her chat box within the Agent software shows as Initializing and the agent's name appears and reappears on the Supervisor Desktop software.
If anyone needs any other info as to the versions we're using or anything else please let me know. I have searched all over the net for a solution and haven't found anything. My next step is to do a TAC case, but I wanted to post something here to see what responses I got.
Thanks,
Nick

Hi Nick,
Check this bug:
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCtd75811
Multiple Agent.exe Instances Created Causing CAD Agent to Disappear.
Regards
Gurpreet

Supervisor desktop mismatch

Have a strange issue - downloaded the supervisor desktop from the server and installed it. During startup when it does the update check, I get an error that says:
Please update your Application: Version on server: 8.5.1.111, Version on desktop 8.5.1.150
And then exits and won't run.
How can the version I downloaded from the server be newer???
Ran the CAD client configuration tool several times now and it finished just fine. Uninstalled and re-installed the supvervisor desktop and several pc's and always the same error. This is standard only, so we don't have agent desktops.
Any ideas?
Thanks!

answering my own question in case anyone else runs into this -
it's a bug documented here:
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCts46895
has to do with the ciscouccx.851SU1RecMonFixes.cop file not installing correctly.

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

Wierd issue on Cisco supervisor desktop

Similar Messages

Maybe you are looking for