Agent Not Shown In Supervisor Desktop

[Yopie Lianto]

Hi,

I need some help,

I am using UCCX and have agent and supervisor configured.

i have 5 agent which can comunicte between agent with no problem.

but when i login in superviser desktop i can't see the 5 agent.

i can only see my Agent ID i used to login in CAD.

how to solve this problem?

Thanks

[anchoudh]

Hi Yopie,

Please use the below link to troubleshoot this issue.

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

Hope it helps.

Anand

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[Yopie Lianto]

Hi Anand,

I already troubleshot with the content in the link you give me.

but the problem it's still the same..

some of the agent not show in the CSD and another agent show only for a sec and then disapear, when they show i can't change their state

[anchoudh]

Hi Yopie,

Please check if any of the ports on the CAD\CSD boxes are being blocked by firewall\antivirus.

You can try resintalling the CSD one more time and check.

You need to select the Agent, and clik on the Ready \ Not Ready buttons in the CSD toolbar for changing the status.

Is this a UCCX HA setup? if yes make all the services run from the Node1 and recheck.

If this won't solve your problem, please attach the CSD logs , we will see what is the exact reason for this.

Thanks,

Anand

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[Yopie Lianto]

Hi Anand,

The port on CAD/CSD are free form firewall/antivires.

When i try to change the agent state, the agent disapear from CSD and after some minute it come back and the same problem happen

this is a standalone.

how can I get this CSD Log?

thanks.

[anchoudh]

Hi Yopie,

Please check the UCCX admin->System parameters-> Supervisor access parameter, please enable the access to the team.

Supervisor logs can be found on the CSD client box in the below path,

C:\Program Files (x86)\Cisco\Desktop\log

Hope this helps.

Anand

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[mashdown2e2]

Quick check: is the supervisor configured as the Agent Team primary supervisor and the 5 agents members of this same Agent Team?

Don't forget to synchronise the configuration on CAD admin.

Hope this helps.

Mark

[Yopie Lianto]

Both of them in the same team and the supervisor is the primary supervisor of the team.

and i already synchronise the CAD admin.

thanks.

[Yopie Lianto]

Sorry for out of topic.

does anyone know why my work state button turn grey and i can't clik it.

[anchoudh]

Hi Yopie,

One more thing here, please refer the below UCCX CAD dat sheet for the different feature availability with different licenses, this gives you a clear idea.

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-627272_ps1846_Products_Data_Sheet.html

Hope this helps.

Anand

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