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Supervisor Desktop Agent View

Hi,

I'm currently running UCCX 8 and have strange issue in Supervisor Desktop with the name display for one of the agents!

For all the other agents the information keyed into end user (on CUCM8) for the last name, first name fields is showing correctly in desktop. However i have one agent where it is showing a completely different name to what is entered in the end user entry!

Has anyone any ideas as to where else it could be pulling this information from or why it is displaying incorrecly for one agent yet the other 30 are correct?!

Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
VIP Super Bronze

Re: Supervisor Desktop Agent View

Three things you can try before calling TAC on this one:

  1. Remove the IPCC Extension from the end user account in UCM and click save. This will remove them from the CCX database. Re-add the extension and save again. This will reinsert the agent into the CCX database.
  2. Through Desktop Administrator you can perform a manual refresh from Services Configuration > Synchronize Directory Service.
  3. Restart the CCX server.

Sorry for the brevity; the process behind the scenes is pretty much obscured from our view. Just be sure that the agent shows correctly in the UCM Admin interface; from there it's a bug somewhere inside CCX.

Please remember to rate helpful responses and identify helpful or
2 REPLIES
VIP Super Bronze

Re: Supervisor Desktop Agent View

Three things you can try before calling TAC on this one:

  1. Remove the IPCC Extension from the end user account in UCM and click save. This will remove them from the CCX database. Re-add the extension and save again. This will reinsert the agent into the CCX database.
  2. Through Desktop Administrator you can perform a manual refresh from Services Configuration > Synchronize Directory Service.
  3. Restart the CCX server.

Sorry for the brevity; the process behind the scenes is pretty much obscured from our view. Just be sure that the agent shows correctly in the UCM Admin interface; from there it's a bug somewhere inside CCX.

Please remember to rate helpful responses and identify helpful or
Green

Re: Supervisor Desktop Agent View

The other thing to do is to download a free ldap browser (almost everyone uses the same one - version 2.8.2 of Jarek Gawor's application) and connect to the Calabrio LDAP - use port = 38983 and set the BASEDN to  o=Spanlink Communications. It will look like this for an anonymous connection:

Have a browse through the LDAP until you find your agent. Check what is there - this is the source, and sync will just populate the source from the SQL database. This may shed some light on the problem - why it is not being updated to match the SQL DB.

For anyone who plays with CAD at a big site, the LDAP browser is essential.

Regards,

Geoff

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