I have a supervisor with a single team. Team includes 3 agents. When supervisor and a three agents are logged into CAD, 2 team members appear in Supervisor desktop but not the third. When a call comes into the main line, the call will successfully route to all three of the agents. Here are a few differences I've noted. 1) When looking at the main CAD window, there's a description column which, for two of the agents, is their first and last name. For the agent that isn't showing up, his description is "Extension: xxxx". Also, if you bring up the chat window on agent #3 it indicates that there are no other members in chat. When you bring up the chat window on the supervisor desktop or on the other two agent's CAD, they all show up (expect for agent #3). When I do a netstat from agent #3's PC, I can see connections to the chat server (59000) and the PC is listening on port 59020 and looks to have an established connection from the server. All PCs in this group are running Windows XP SP2 and none of them have the firewall enabled.
Yes. You must add that user to the same team. Once you do you must close both the Agent Desktop off that user and the Supervisor desktop from the supervisor. Then reopen the applications and you should see the user in there.
To check and make sure what team their in you can either open Cisco Desktop Administrator and go under Personnel Configuration and click Agents then find the agent and verify the team is the same as the other 2.
Or you can log into the IPCC web admin page and go to SubSystems -> RmCm then click on Resources and verify the team on the right. Make sure it matches the other 2 that are showing up.