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Agent desktops cannot connect to Rascal server when using CRA

Core Issue

The Add/Remove Programs control panel shows that the Recording and Statistics (RASCAL) server and Voice over IP (VoIP) Monitor server were installed. However, the services were not registered in the Services applet.

The Cisco IP Call Center Express (IPCC Express) server was installed as a member server of the customer's Active Directory, and the installer performed the IPCC Express installation logged on as the local administator.

Because the IPCC Express server is already a member server of the Active Directory domain, domain security policies may prevent the local administrator account from registering the necessary services.

Resolution

To resolve the issue, remove the server from the domain. Make sure you have good network connectivity and perform the following steps:

  1. Remove the IPCC Express server from the domain, back into the workgroup, and reboot.
  2. From Add/Remove Programs, remove all Cisco desktop components, then the Java Virtual Machine and Java Telephony API (JTAPI) client, the Cisco Customer Response Application (CRA) components, and the RASCAL server and VoIP Monitor server.
  3. Reboot the server, and test to see if you can map a drive to the C$ share of the Cisco CallManager publisher server.
  4. Re-run the IPCC Express CD#1 Installer.
  5. Reboot when the CD installation completes.

After rebooting, log on as the local administrator and complete the initial directory and repository configuration setup. Confirm that the original administration user can log in to AppAdmin. Verify that the RASCAL server and VoIP Monitor server services are registered. Install the IPCC Express server back into the Active Directory domain.

For additional information on Cisco Agent Desktop Problems, refer to the following document: Cisco Agent Desktop Problems

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