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...
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.
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:
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.
On the workstation of the agent, choose C: > Program Files > Cisco > Desktop > bin directory. Then complete these steps:
Rename the existing SplkStd.dll, for example SplkStd.old.
Extract the patched SplkStd.dll file to the renamed path.
Reboot the agent workstation.
Hope this helps.
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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:
From the Cisco Unified Communications Operating System Administration window, choose Show > IP Preferences
Please refer page 23 onwards in the below link,
Also refer the below link for "Port Utilization Guide for Cisco Unified Contact Center Express, Release 8.5(1)",
Hope this helps,
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Let me add another item to the very long list of what to check ..
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,