Agent status on IPCCX supervisor desktop

[pbaustin]

IPCCX version 3.1.3 All agents & suprervispr versions same etc etc. But If an agent goes into not ready state for whatever reason, the "traffic light" shows the correct state but the state againt the agent in the window that shows calls presented, call times etc etc still shows ready. Is this a polling timer issue or such like?

Many Thanks In advance

[p.krane]

Have you tried synchronizing the directory services from Desktop Admin? On the IPCCX server, go to start-->programs-->cisco-->desktop-->desktop admin, highlight locations, and go to the setup menu-->select synchronize directory.

Also, have you tried logging the Supervisor Desktop out and log back in? If the above doesn't work, during a maint window or when the call center is closed, you can cycle the Cisco Desktop TAI Service from the IPCCx server--from start-->settings-->control panel-->admin tools-->services. Cycling this service will log out the ip phone agents so its up to you if you want to cycle it during a maint window or business hours.

This url should helps you:

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a008037b771.shtml

[pbaustin]

Hi P.Krane, Sorted now thanks. Apparantly this is normal behaviour according to spanlink & TAC. Also just for information, DON' install CSA on agent desktops it causes the agents to disappear from the supervisors desktop as well.

Thanks all the same

paul