Cisco Agent Desktop (CAD) white / blank screen

Unanswered Question
Apr 9th, 2012

Hi Guys,

We've uccx agent that encounter when issue with CAD software stalls for a while when the agent hang up the call. the CAD windows will eventually become white and no element displayed.

The agents are located at branch office, and UCCX server is located in HQ. However some agents located at HQ office also reported the same behaviour occasionally. The UCCX version is 8.0.2.11004-12

Anyone encounter similiar issue before and suggestion on how to troubleshooting this is very much appreciated.

Thanks

Regards,

Alex

8.0.2.11004-12
I have this problem too.
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anchoudh Tue, 04/10/2012 - 03:12

Hi,

- Is it happening to all the CAD Agents located in branch office?

- Is there a network connectivity\bandwidth problem from your branch office to HQ?

- Is this a Standalone of High Avaliability UCCX setup? If HA, is this happening during failover\failback?

- Clarify, if some other Agent is trying to use the same Agent Credentils to force logout the previous Agent?

- Could you please capture the UCCX logs and CAD logs during this specific time stamp and post it?

Remote Agent Traffic Profile

Cisco Unified CCX signaling represents only a very small portion of control traffic (Cisco Unified CM CTI and ICD subsystems) in the network. For information on TCP ports and Differentiated Services Code Point (DSCP) marking for Cisco Unified CCX ICD and CTI traffic, see the sections on Security, page 7-11, and QoS and Call Admission Control, page 7-13.

Bandwidth estimation becomes an issue when voice is included in the calculation. Because WAN links are usually the lowest-speed circuits in an IP Telephony network, particular attention must be given to reducing packet loss, delay, and jitter where voice traffic is sent across these links. G.729 is the preferred codec for use over the WAN because the G.729 method for sampling audio introduces the least latency (only 30 milliseconds) in addition to any other delays caused by the network.

Where voice is included in bandwidth, system architects should consider the following factors:

•Total delay budget for latency (taking into account WAN latency, serialization delays for any local area network traversed, and any forwarding latency present in the network devices). The generally agreed-upon limit for total (one-way) latency for applications in a network is 150 milliseconds.

•Impact of delays inherent in the applications themselves. 25 seconds is the initial Cisco Unified CCX agent login setup time with no WAN delay. The overall time to log in agents and base delay adds approximately 30 seconds of delay per 30 milliseconds of WAN delay.

•Impact of routing protocols. For example, Enhanced Interior Gateway Routing Protocol (EIGRP) uses quick convergence times and conservative use of bandwidth. EIGRP convergence also has a negligible impact on call processing and Cisco Unified CCX agent logins.

Use Table 6-9 to estimate the number of Cisco Unified CCX agents that can be maintained across the WAN (with IP Telephony QoS enabled). These numbers are derived from testing where an entire call session to Cisco Unified CCX agents, including G.729 RTP streams, is sent across the WAN. Approximately 30% of bandwidth is provisioned for voice. Voice drops are more of an issue when you are running RTP in conjunction with Cisco Agent Desktop and other background traffic across the WAN. These voice drops might occur with a specific number of agents at a certain link speed, and those possible scenarios are denoted by the entry N/A (not applicable) in Table 6-9.

In remote agent deployments, QoS mechanisms should be used to optimize WAN bandwidth utilization. Advanced queuing and scheduling techniques should be used in distribution and core areas as well. For information on QoS traffic classification, see QoS and Call Admission Control, page 7-13. For provisioning guidelines for centralized call processing deployments, refer the Cisco IP Telephony Solution Reference Network Design documentation, available online at: http://www.cisco.com/go/ucsrnd.

Hops it helps.

Anand

Please rate helpful posts!!

gohlex8848 Tue, 04/10/2012 - 20:55

Hi Anand,

- Is it happening to all the CAD Agents located in branch office?

Yes it happend to all agents

- Is there a network connectivity\bandwidth problem from your branch office to HQ?

No

- Is this a Standalone of High Avaliability UCCX setup? If HA, is this happening during failover\failback?

HA, this happend when agent hung up calls.

- Clarify, if some other Agent is trying to use the same Agent Credentils to force logout the previous Agent?

nope, same agents.

- Could you please capture the UCCX logs and CAD logs during this specific time stamp and post it?

will have user noted the time and gather the CAD logs. which log in UCCX that i should be checking with?

Thanks very much.

Regards,

Alex

anchoudh Tue, 04/10/2012 - 21:00

Hi Alex,

You can collect MIVR and MCVD logs along with CAD logs to find the root cause for this issue.

Thanks,

Anand

Please rate helpful posts !!

gohlex8848 Tue, 04/10/2012 - 21:09

Hi Anand,

Thanks for the suggestion, I will take a look on the MIVR and MCVD logs in UCCX.

Regards,

Alex

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