Symptoms:
1. Cisco Agent Desktop (CAD) agents who are logged in and processing calls may not appear in Cisco Supervisor Desktop (CSD)
2. CAD agents appear in CSD but then quickly disappear
3. CAD agents are unable to Chat with CSD users
4. Messages such as the below appear in the Event Viewer logs on the UCCX server:
Event Type: Warning
Event Source: FCCServer
Event Category: None
Event ID: 3
Date: 1/21/2010
Time: 2:01:52 PM
User: N/A
Computer: TACUCCX1
Description:
FCCS3008 Network communication error <COMM_FAILURE> sending message to application <Agent1>.
The application will be logged out.
Cause:
CAD and CSD use a proprietary chat protocol to communicate agent states and chat messages in a client server architecture. These messages are sent and received by the Cisco Desktop Chat Service on the UCCX server and distributed to CAD and CSD users as necessary. If the Cisco Desktop Chat Service is unable to make a connection to the CAD and/or CSD applications over the ports used by this protocol, the above symptoms may result.
The following ports must be open throughout the transit path for the Chat protocol to work correctly:
UCCX Server - TCP 59000
CAD - TCP 59020
CSD - TCP 59021
CAD (59020) ------ (59000) UCCX Server (59000) ------ (59021) CSD
Troubleshooting:
1. If CAD is installed on a Citrix or Microsoft Terminal Services environment, make sure that the PostInstall.exe utility is configured for this deployment type.
- On the Citrix or MTS server, open C:\Program Files\Cisco\Desktop\bin\PostInstall.exe
- Confirm that the IP addresses shown are those of the UCCX server(s)
- In the left panel, select 'Thin Client Environment'
- Select 'Yes' in the panel on the right
- Click Apply
- Restart all CAD and CSD instances
2. If the UCCX version is 7.0(1), verify that the CAD application is not experiencing defect CSCtd75811.
- When the symptoms above are present, open Windows Task Manager on the CAD PC
- Click on the Processes tab
- Check the box 'Show processes from all users'
- Sort the list of processes by 'Image Name'
- If multiple instances of 'agent.exe' are present, upgrade UCCX to a version which contains the fix to CSCtd75811
3. If the UCCX version is 7.0(1), verify that the system path includes WebAdminLib.dll. To do so, navigate to the Web CDA -> Services Configuration -> Enterprise Data -> Fields page. If the below error is returned, follow the workaround on page 29 of the CAD Troubleshooting Guide.
CDAUI1000 Error while trying to load data.
Ensure that the system path includes the location of the WebAdminLib.dll.
4. Verify that the Agent is assigned to the correct team in Web CDA -> Personnel -> Agents page. Agents may appear assigned to different teams in Web CDA than AppAdmin because Directory Services are not synchronized. Manually synchronize Directory Services from the Web CDA -> Services Configuration page or restart the Cisco Desktop Sync Service from AppAdmin Control Center.
5. Verify that all Desktop Services are running in AppAdmin Control Center. If any of these services show in a Stopped, Partial Service or Invalid state, contact Cisco Technical Services for assistance. The list of services that should be running are as follows.
- Cisco Desktop Call/Chat Service
- Cisco Desktop Enterprise Service
- Cisco Desktop LDAP Monitor Service
- Cisco Desktop License and Resource Manager Service
- Cisco Browser and IP Phone Agent Service - if using CAD-BE or IPPA
- Cisco Desktop Recording & Statistics Service
- Cisco Desktop Sync Service
6. Test connectvity over the above mentioned ports between the UCCX server and CAD and the UCCX server and CSD.
- On the UCCX server, open a Command Prompt window
- Start the CAD or CSD application on the client PC
- Issue the following commands, substituting the correct IP addresses
- Telnet <CSD IP Address> 59021
- Telnet <CAD IP Address> 59020
A failure message is denoted by the following appearing in the Command Prompt Window.
Connecting to 192.168.xxx.xxx Could not open a connection to host on port 59000
:Connect failed
If no failure message is received, test connectivity from the CSD and CAD PCs to the UCCX server.
- On the CAD or CSD PC, open a Command Prompt window
- Issue the following command, substituting the correct IP address of the master UCCX server
- Telnet <UCCX IP Address> 59000
If no failure message is received, monitor the open Telnet connection when the symptoms above appear.
7. If a failure message appears immediately or while monitoring the open Telnet connection, examine the following.
- If antivirus software is running on the CAD or CSD PC, turn it off including real time scanning if applicable.
- If Windows Firewall is enabled, turn it off in the Windows Firewall section of the Control Panel.
- Verify that the above mentioned ports are not blocked via Group Policy.
- Verify that any network firewall in the transit path is allowing traffic over the above mentioned ports.
- If CAD and CSD is reachable only over VPN, make sure the VPN headend and all other security devices are allowing traffic over the above mentioned ports.
- Verify Cisco Security Agent (CSA) is not blocking the above mentioned ports if it is installed.
- Verify that the network ports in the transit path are free of errors.
- If the CAD or CSD PC has mutliple NICs and IP addresses, disable the unused NIC.
- Verify that no third party applications on the CAD or CSD PC are conflicting with the UCCX software and preventing communication on the above mentioned ports.
- To do so, build a test PC with the base version of the operating system installed (Vista, XP etc.). Avoid using a pre-packaged corporate image.
- Install only CAD or CSD on this test PC.
- Test to see if the symptoms mentioned above exist.
- If not, add each application on the production PC to the test PC incrementally, testing CAD and CSD functionality between each installation.
