Agents intermittently not showing in the supervisor desktop. There is one particular agent on a workstation who is not visible in the supevisor desktop, but he was able to make/take calls. He tried to login that agent in another workstation, that agent was visible in supervisor desktop. but if he tries to login in one particular workstation he is not visible in the supervisor desktop. If some other agent tries to login from that particular workstation, they are visible in the supervisor desktop.
I tried reinstalling the CAD once again but after 2 days the problem reoccuered.
You mean to say agent from work station A is sometimes not visible to supervisor. If same agent logs in from work station B, agent is seen by supervisor. Also, if other agents login from workstation A, they are visible to Supervisor. Right?
Well, if agent is visible when logs in using work station B, it rules out any ICM config problem. If other agents are visible after logging in using work station, it rules out any problems with work station A.
Does it happen with only one agent? Is this desktop in different vlan?
Open a TAC case and provide necessary details (CAD server logs, agent desktop logs with debug, screen capture when agent is visible after login from other work station & when not visible from problem work station).
We have the exact same problem with multiple agents not showing in Supervisor. We're running CAD 4.2.1 and ICM 4.6.1. We have found that if the agent reboots the pc, they will show in Supervisor when they login again. We're able to reproduce the problem by double clicking Agent to get the logon then double click the agent icon again. If you login to one of the instances, you should get "The server threw an exception" message. The Agent will continue to login and Enterprise Data/Call Chat windows will appear. The agent does not show in Supervisor. This is how we reproduce the problem. It's not clear if this is the only situation when it occurs. Double clicking the Agent multiple times should never give multiple login windows in my opinion. I do have a TAC case open on this problem
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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