Agent Desktop logging out frequently !!

[shridhar reddy]

User is reporting that they periodically get logged out from the agent desktop application every 30 minutes. This happens frequently. A message appears on our desktop(cisco agent desktop application) in a grey box saying the time and connection lost

Thanks !!

Shridhar Reddy

[anchoudh]

Hi Shridhar,

This typically happens when CAD looses connectivity with the UCCX box. It keeps sending the heartbeats on every 10 or 15 seconds of intervals, after couple of iterations if it doesnt rxv these heartbeats it looses its connectivity.

You need to crosscheck the netwrok connectivity between this CAD and UCCX.

If its a UCCX HA setup, see if its failing over\failing back frequently.

Also log at the CAD logs in the client box under the path, C:\\program files\cisco\desktop\log .

You can enable the tracing from default to Trace in the confif file of CAD so that more accurate logs can be seen.

By any chance is your CAD box is set to go to sleep\hibernate mode here.

Hope it helps.

Anand

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[shridhar reddy]

Anand,

I could see the below Error meassages in affected CAD log(client)

INFO AcmiClnt0004 Error receiving sockets message header. Error(15:failed to read from socket)

ERROR AcmiClnt2004 Error occured when receiving message from cti server. Error(15:failed to read from socket).

2011-09-13 11:05:32:253 ERROR FCCC2005 Network communication error (COMM_FAILURE).

2011-09-13 11:05:32:253 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2011-09-13 11:05:32:253 INFO DAGT0000 Call Chat auto-recovery message received.

2011-09-13 11:05:32:253 ERROR DAGT3062 Chat SetAgentAcdState failed.

11:05:35:467 INFO AcmiClnt0001 Failed to send message to the cti server. Error(failed to send message to cti server).

ERROR VOIP2021 Desktop monitoring enabled for extension [89995732].

2011-09-13 11:07:04:157 INFO VOIP4009 Adding the VoIP service [UKVEUUCCX02] to the list of active VoIP services.

2011-09-13 11:08:01:614 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

Thanks !!

Shridhar Reddy

[anchoudh · Accepted solution]

Hi Sridhar,

Please see the below descriptions for these errors and the action to rectify them. Also check for firewall\antivirus if its blocking the communication.

FCCC2005:

Text: Network communication error (%hs).

Type: Fatal

Add’l Info: CTIOS API waitforsingleobject fails.

Action: Check network connectivity. Verify that the

Chat Service is running.

FCCC2015:

Text: The connection to the Desktop Chat Service

has been lost. The program will attempt to

reconnect automatically.

Type: Fatal

Add’l Info: CTIOS API waitforsingleobject fails.

Action: Check network connectivity. Verify that the

Chat Service is running.

Hope it helps.

Anand

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[alicia.vega]

Did you find a solution for this topic? Thanks!

[anchoudh · Accepted solution]

Hi Shridhar,

Here is the link for CAD error directory.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/reference/guide/cad85ccxecd.pdf

Please dont forget to rate all the helpful posts !!

Hope it helps.

Anand

[shridhar reddy]

Thanks Anand,

Thanks!!

Shridhar Reddy