Agent Reappear/Disappear in CSD

[rupam_chakra1983]

                   Hi

We are using UCCX version 8.5.1 Su4 .

We are facing issue as found that in the CSD the agent reappear and disappear.

I have collected few logggs from the supervisor debug and found that the Agent seems to be logged out , However on actuals the Agents are active and taking calls

I am attcahing the loggs for reference.

the CSD extn : 10502

Agent extn: 1050100000

Your support is appreciated...

Regards

RC

[anchoudh]

Hi Rupam,

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)

Reference:

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

Hope this helps.

Anand

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[rupam_chakra1983]

Hi Anand

Thanks for your solution, But i have alreday checked and tried this with no success.

Regards

RC

[daryl.chambers]

Make sure the firewall is not turned on.

[rupam_chakra1983]

I Checked from CSD/CAD to UCCX Port , Ports are open, However i can't check from UCCX to CAD/CSD , is there any command in uccx 8.5 for checking port as we have command in windows (telnet )

Regards

RC

[anchoudh]

Hi Rupam,

IP Preferences:

You can use the IP Preferences window to display a list of registered ports that the system can use. The IP Preferences window contains the following information:

•Application

•Protocol

•Port Number

•Type

•Translated Port

•Status

•Description

From the Cisco Unified Communications Operating System Administration window, choose Show > IP Preferences

Please refer page 23 onwards in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851osag.pdf

Also refer the below link for "Port Utilization Guide for Cisco Unified Contact Center Express, Release 8.5(1)",

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851pug.pdf

Hope this helps,

Anand

Please rate the useful posts !!

[rupam_chakra1983]

Hi

Thanks for the reply, This will give me a details of the port which the UCCX is listening , But i want to check any port communication UCCX and a source and the CAD as destination and want to check the port whether it is opened or not .

Regards

RC

[kbenoit33]

Greetings,

Let me add another item to the very long list of what to check ..

Wireless

If the agents have an active wireless connection they can appear/disappear from CSD.  We've run into this several times .. some agents (and supervisors) have laptops. Generally, when the wireless adapter is active, and has an IP address, they will bounce in and out of the CSD.

It's worth the effort to check.

Hope this helps,

Keith

[Chris7]

Hi,

I have seen the same problem, but the antivirus that blocked communication. after applying a rule on antivirus resolved.

Regards,

Cris