One Agent Not Displayed on Cisco Supervisor Desktop

[jserce]

4 agents, only one agent is not displayed on the computer monitor. This is independent of the computer on which it connects. If another agent is logged into the computer with agent problem, with its own, it can be connected without problems and appears in the CSD.

However, even though the agent is not monitored by the CSD, it is possible to obtain statistics of your calls. All computers are identical, with the same operating system (win 7) and has UCCX version 7.0 (1). We verified that the agent belongs to the same TEAM.

Any idea what the problem?, Thanks to all

[anchoudh · Accepted solution]

Hi Jserce,

The below link has the workaround for your issue, please try these workarounds and let me know the outcome of it.

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

Hope this helps.

Anand

Please rate helpful posts !!

[jserce]

Hi Anand, thanks This document had already reviewed and verified that the services were running and the agent belonged to the same team.

[anchoudh · Accepted solution]

Hi Jserce,

Please check the below ones.

Problem

CAD agents are not displayed on CSD

The agents that up in CSD depends on the software communication. CAD  software communicates to CSD about its state through UCCX. If  communication breaks any where in this communication path, complete  these steps in order to resolve the issue:

Note: This can occur because the sync is broken as the CSD shows no service after you choose the team.

1. Stop the node manager.

2. Restart the CTI manager in all the Cisco CallManager in the cluster.

3. Start the node manager on the master IPCCX and wait until it appears.

4. Start the node meager in the sub IPCCX.

Problem

UCCX has 6 agents logged in, but only 4 appear in the Supervisor Desktop

The Cisco Supervisor Desktop shows six agents logged in under the Real Time Displays section of the application window, but only four of the six that are logged in show up in the Agents window.

Solution

Two agents were logged out of the Cisco chat service because ports  were blocked from the workstation to UCCX server. You need to verify  that the ports are not blocked in order to resolve this issue.

Problem

Multiple Agent.exe Instances Created Cause CAD Agent to Disappear

Agents intermittently disappear and re-appear from CSD. CAD loses  connectivity to the call/chat service and does not recover properly.  Multiple instances of agent.exe appear on the agent PC processes list in  Task Manager. Netstat on the agent PC shows multiple connections to the  server.

Solution

The solution is to apply a fixed version of the Splkstd.dll file to  each of the CAD desktops as a workaround for this issue. There are two  solutions for this issue:

1. Kill the agent.exe processes on the Task Manager and open CAD again,  on the desktop computer of the agent. Then you see the agents on the  Supervisor Desktop. This is a quick fix but not a permanent solution.

2. On the workstation of the agent, choose C: > Program Files > Cisco > Desktop > bin directory. Then complete these steps:

   1. Rename the existing SplkStd.dll, for example SplkStd.old.

   2. Extract the patched SplkStd.dll file to the renamed path.

   3. Reboot the agent workstation.

Note: This is documented in the Cisco bug ID CSCtd75811 (registered customers only)

Problem

Agents do not appear on CSD at all.

Solution

Complete these steps in order to resolve this issue:

1. In order to navigate to CDA, choose Start > Programs > Cisco > Desktop > Admin.

2. Click on Call Center 1 and from the menu, choose Desktop Administrator > Side A.

3. On the next window if you have not previously configure a password, just click on login (no password needed).

4. Choose Services configuration > Synchronize Directory service and click on the Synchronize button.

5. Restart the Cisco Desktop service.

Problem

Some Common issues were Agents not displayed

When more than 10 skills were assigned to an agent, sync replaced the  data with that received in the last update from CTI. Supervisor would  then only show what it had received in the most recent update from sync.  So, in CSD kill Groups - Skill Agent Statistics Display report does not  show correct agents for the skills selected on the left of the pan.  This is documented in the Cisco bug ID CSCsm81553 (registered customers only) .

When a team or skill is chosen that contains no records, a supervisor  would show all members of that team. Reports do work correctly after  the sync patch is installed, when a valid team or skill is selected.  This is documented in the Cisco bug ID CSCsm81587 (registered customers only) .

Thanks,

Anand

[problemchild27]

Hi,

      We had similar problem. Couple of agents were flickering in the CSD. In the agents PC (who is not shown up), go to C:\Programfiles\Cisco\Desktop\Bin, there would be a file SplkStd.dll. Just rename it oldsplkstd.dll. And copy the file that i have attached, and restart the PC.  Hope this should work, let me know. Thank you

[problemchild27 · Accepted solution]

Make sure you have done this too...

[jserce]

Thank you very much to all for the help. Agent was synchronized and the problem was solved, thanks