UCCX 7.0(1)SR5 some Agents disappear from Supervisor Desktop until the Agent restarts Agent Desktop

Unanswered Question
Jun 10th, 2010
User Badges:
  • Bronze, 100 points or more

/* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:11.0pt; font-family:"Calibri","sans-serif"; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:"Times New Roman"; mso-fareast-theme-font:minor-fareast; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:"Times New Roman"; mso-bidi-theme-font:minor-bidi;}

I have opened TAC case 614562299.  Customer has Layer2 network no firewall or ports blocked, etc. Can’t find anything wrong network wise on any links. It’s only 2 LAN switch hops from Agent to Server.


TAC replaced the SplkStd.dll with the checked build and enabled debug in agent.cfg, I then notice in the c:\program files\cisco\desktop\log\agent.log a small number of (2 out of 10 yesterday) users still show disconnect/reconnect, however the Agent Desktop GUI never shows partial or warns the agent they lost connectivity, yet the log file and Server’s Event Viewer Application Log shows the disconnect/reconnect.


The Agent Desktop Application MUST warn the end user by showing Partial service (instead it shows In-Service with details as Active) or a pop-up showing re-connecting.  Cisco Agent Desktop Premium Build 6.6.1.400 running with UCCX 7.0(1)SR5.


The Logs show this occurs almost exactly every 60 seconds, closing Agent Desktop and re-opening Agent Desktop resolves the problem. Again this morning the problem is with 1 user out of 10.


Troubleshooting Agent disappearing from Supervisor Desktop

https://www.cisco.com/application/pdf/paws/63307/sup-dsktp-no-display.pdf


agent.log on desktop pc

2010-06-09 12:47:10:701 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:47:10:701 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:47:10:701 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:48:10:674 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:48:10:674 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:48:10:674 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:49:10:630 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:49:10:630 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:49:10:630 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:50:10:602 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:50:10:602 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:50:10:602 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:51:10:575 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:51:10:575 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:51:10:575 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:52:10:547 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:52:10:547 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:52:10:547 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:10:503 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:10:503 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:53:10:503 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:22:245 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:22:245 ERROR DAGT3062 Chat SetAgentAcdState failed.

2010-06-09 12:53:22:245 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:53:22:245 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:34:252 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2010-06-09 12:53:34:252 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:34:252 ERROR DAGT3056 Chat ChangeCallStatus failed.

2010-06-09 12:53:34:267 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2010-06-09 12:53:34:267 INFO DAGT0000 Call Chat auto-recovery message received.

2010-06-09 12:53:34:580 ERROR DAGT3062 Chat SetAgentAcdState failed.


Event Type:        Warning

Event Source:    FCCServer

Event Category:                None

Event ID:              3

Date:                     6/10/2010

Time:                     9:05:25 AM

User:                     N/A

Computer:          USAVP4221IRVG04

Description:

FCCS3008 Network communication error <TRANSIENT> sending message to application <AGENT_DESKTOP_bwilliams>.  The application will be logged out.




  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
joesnyde Thu, 06/10/2010 - 13:48
User Badges:
  • Cisco Employee,

Hi Jason,


The the .dll file is used for bug ID CSCtd75811.


If you are still seeing the error:


2010-06-09 12:48:10:674 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.


This could possibly be the Anti Virus or other security software causing an issue on the agent PC, try disabling this to verify. Do you have any type of port scannning going on on the network?  Be sure that ports 59000-59030 are wide open.


The reason the agent does not notice anything or that CAD does not display a message as it is constantly reconnecting. This is by design.


Thanks


Joe

Steven Griffin Mon, 06/14/2010 - 10:04
User Badges:
  • Silver, 250 points or more

Jason,


Couple other things to check...


  • Network cable on the CAD PC.  Try swapping it out. (I know we don't see things like this much anymore but sometimes it happens)
  • Half-duplex connections.   Are there any 100/Half duplex connections between the UCCX server and the agent?  Check the path.
  • Is the binding order on the UCCX server correct?


Steven

Greg Maus Thu, 09/09/2010 - 13:34
User Badges:

I have seen this issue if the client PC is not running the correct version of CAD.  If the agent does not have local admin rights, the server will not be able to push the software patches to the client PC automatically.   The version of the client should be 6.6.1.400 when running 7.0(1)SR5.  If the cleint is not ending in .400, the agent will appear to flap in Supervisor Desktop.   The agent normally does not see any indication of a problem.   Login to the client PC as a user with local admin rights and launch CAD, this should trigger the client to update, provided that you have automatic software push enabled on the UCCX server.

ecornwell Fri, 09/10/2010 - 12:36
User Badges:

We ran into the same thing, we have SEP installed on the workstations.  If we disable SEP the problem goes away.  This is only happening on 2-3

of ~30 workstations running both pieces of software.

cary.chapman Mon, 09/13/2010 - 11:08
User Badges:

Jason,


I had this issue in migrating a customer from 5.0(2) to 7.0(1)SR5 and what I discovered to work for me was to uninstall the desktop agent/supervisor software on the supervisor PC and then download/re-install it. This system was originally upgraded like any other by click yes to upgrade when the software opened the first time after the upgrade. Everything appeared to install and work except for this "disappearing" agent issue. After uninstalling and re-installing the client software it worked without any further issues. The client did have McAfee Antivirus software installed which we disabled during the installation of the software (just in case...) and then re-enabled after installation.


I did not try restarting or even re-installing the agent desktop software, in this case it was the same agent everytime and the same error in the event log file as you noted in your post. Reinstalling on the Supervisor desktop resolve the issue for me.


Hope this helps, have a great day!


- Cary

Actions

This Discussion