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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Re: Agents disappearing from Supervisor Desktop IPCC 4.0(4)

When the agents dissapear, are they still taking incomming calls?

I had a similar issue where agents would not show up in the supervisor desktop. But restarting the engine would stop that from happening.

Even when the agents would not show up in the supervisor desktop, they still took calls normally.

Beginner

Re: Agents disappearing from Supervisor Desktop IPCC 4.0(4)

Yes, in our situation, those agents are still able to take ACD calls. The funny thing is we have a scheduled reboot of our CRS servers every weekend, so the engine restart should clear this issue up, but it doesn't. As soon as Monday hits, this cycle starts all over again.

Beginner

Re: Agents disappearing from Supervisor Desktop IPCC 4.0(4)

At the time the agent disappears can you get on the agents pc and check netstat and find out if the connection to the IPCC server is still established. Also can you put ethereal on the agents machine and capture?

Beginner

Re: Agents disappearing from Supervisor Desktop IPCC 4.0(4)

What command do I run to get that information, just netstat at a DOS prompt? And if so, what am I looking for?

Re: Agents disappearing from Supervisor Desktop IPCC 4.0(4)

We had the same issue and just resolved it. The user had checked the stateful firewall (always on) option in their Cisco VPN client. Even though they were not logged into the VPN, the service must initiate this option upon bootup.

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