Phone Agents are not visible on Supervisor Desktop

Unanswered Question
Mar 22nd, 2008

Hi All,

I cannot see the agents using IPPA only on the CSD at all. Only the agents with CAD appear in the agent list.

Can anyone tell what can cause this situation, please?



I have this problem too.
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gaattila Mon, 03/24/2008 - 02:06

It turned out, it was just a question of time (or syncronization). Next day all the agents appeared on the Supervisor's desktop, without any admin intervention.

The phone agents can be handled the same way as agents with CAD, except for the chat services.


marijatopic Wed, 04/30/2008 - 05:41


i'm having problem seeing the agents with CAD on my CSD, also, yesterday i was able to see Agents briefly but today they are gone.

Since my main question that i posted on forum wasn't answered


;) i was wondering if you could help me.

thanks in advanced!

Jonathan Schulenberg Fri, 05/02/2008 - 03:20

I'd suggest two things:

1) Make sure the sync service is started in control center. CAD/CSD has it's own internal data store and this service synchronizes it with the main SQL database.

2) Open CDA and confirm that the Personnel configuration matches what you have in Teams withing CRS Administration. If they are out of sync, correct it and see if the agents appear again for a supervisor after they reopen CSD.

marijatopic Sun, 05/04/2008 - 22:32

hi j.schulenberg,

tenks for reply.

i checked it, service was running (i restarted it just in case) and Team Configuration in CRS was same as Personnel configuration in CDA.

I still can't see agents in CDA, only my selfe as supervisor and my agents still can't see their call logs in CAD.

Also, in my CSD in the Select Team meni, my Default team keeps disappearing and (Select Team) appears.

Chad Stachowicz Tue, 05/13/2008 - 10:38

Did anyone ever happen to figure out what the problem with this is? I just installed a UCCX 5.02 cluster and I am having the EXACT same symptoms as marijatopic. Please help I have a cutover tomorrow :)



richb1971 Thu, 05/15/2008 - 04:22

Its working now! CCX is strange. Restarted everything. Left it a while-all fixed!

richb1971 Fri, 05/16/2008 - 03:04

Restarted the desktop sync service in CCX and the server. However.... I'm back to square one. The agents a visible for a split second then disappear! So I'm still struggling.

dlcharville Mon, 04/27/2009 - 16:40

Did you ever get this resolved? Running into same problem on 5.0(2)SR2



jmorlan Thu, 05/28/2009 - 13:08

Hi All,

I have noticed problems like this, as well as random agents not showing up for chat when CSA is running on the server.


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