Agent problem UCCX 7.0(1)SR05_Build504?

[saeed-zamani]

  We have a strange issue in our call centre. we use UCCX  7.0(1)SR05_Build504. Everything works normally but agent's status suddenly changes to reserve and ready continuously for 10- 30 minutes and it gets normal again without any action. In a time that this problem happening no error in event log is recorded. And also no service problem. Has anyone know why this happen every day?

[Pablo Leiva]

Hello Saeed, could you check on the CAD PC if there are multiple instances of agent.exe process in Task Manager? If this happens, then there will be multiple connections to the server causing the CAD to keep changing status and keep disappearing from CSD.

Pablo

[joesnyde]

Hi Saeed,

You can look for FCCS3008 in the event viewer on the UCCX server. If this is the case, the agent is having connectivity issues. Check firewalls and anti virus software for port blocking - 59000-59030 should be wide open, along with supervisor.exe and agent.exe should have exceptions as well.

A technote has been created for the issue as well

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml

Regards,

Joe