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Agent not showing up: restart services

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billmatthews
Level 1
Level 1

‎01-26-2012 07:16 AM - edited ‎03-14-2019 09:14 AM

Running 8.02 SU4.  We moved an agent into a new team, and they aren't showing up in that team.  I've double checked the config, logged in/out of Supervisor Desktop..still nothing.

I imagine we may need to restart some services. Does anyone know which service I should restart, and if that would affect logged in agents? I know some

Desktop Services can be restarted without agents knowing, but some kick agents out.

Thanks

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prashraj
Cisco Employee
Cisco Employee
In response to billmatthews

‎01-26-2012 12:26 PM

Please refer to the following defect, this was found in 8.0 and is supposed to be fixed in SU4

CSCto59101

-Restart the cisco desktop synch service after the manual synch of directory services on both servers

Also make sure that the primary server is in Master status

Let me know if this does the trick

Thanks,

Prashanth

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prashraj
Cisco Employee
Cisco Employee

‎01-26-2012 11:31 AM

Hi Bill,

If this is an existing agent, which has been moved to a new team.

-Please synchronize the directory services from the Cisco Desktop Admin Screen.

-Close out Cisco Supervisor desktop

-Relogin and check if the agent is displayed in the CSD

Thanks,

Prashanth

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billmatthews
Level 1
Level 1
In response to prashraj

‎01-26-2012 11:33 AM

Hi Prashanth,

Yes, existing agent.  And we've done that (sync, log out and back in).  Agent is still in the wrong team.

Should I restart some services next?

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prashraj
Cisco Employee
Cisco Employee
In response to billmatthews

‎01-26-2012 11:40 AM

Hi Bill,

Is this a HA server setup?

Also was the agent reskilled, this might be a known defect, please provide these answers and I will send you the exact service to be restarted

Thanks,

Prashanth

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billmatthews
Level 1
Level 1
In response to prashraj

‎01-26-2012 12:18 PM

Yes -- HA, and the agent was reskilled.

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prashraj
Cisco Employee
Cisco Employee
In response to billmatthews

‎01-26-2012 12:26 PM

Please refer to the following defect, this was found in 8.0 and is supposed to be fixed in SU4

CSCto59101

-Restart the cisco desktop synch service after the manual synch of directory services on both servers

Also make sure that the primary server is in Master status

Let me know if this does the trick

Thanks,

Prashanth

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billmatthews
Level 1
Level 1
In response to prashraj

‎01-26-2012 12:30 PM

Thanks for the defect ID.  Does restarting cisco desktop synch service cause any impact to active agents?

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prashraj
Cisco Employee
Cisco Employee
In response to billmatthews

‎01-26-2012 12:34 PM

Not that I am aware of, but you can try it during off hours just to be on the safer side

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