Agents Fading in UCCX 5.0 (1) SR4ES2

[Bill Adams]

We are licensed for 50 agents and only have 10 logged in at this time. Of the 10 agents 1 keeps fading from the Supervisor Screen. This happens whether the Agent is Ready or in Not Ready state. Has anyone ever experienced this issue.

Bill Adams

[aaron.osborne]

Hello Bill,

You will want to ensure that there is no firewall or anti-virus being run on the affected agents PC that could be blocking the ports used for CAD.  I have provided the link to the port utilization guide for your review. You can test for blocked ports by telnet from the affected agents PC to the CRS server, and from the CRS server to the affected agents PC on the ports required. If you can, disable the Windows firewall on the affected agents PC via Windows services, and any anti-virus software.

From a command prompt on the CRS server, attempt to telnet to the affected agents PC on port 59020

telnet 10.x.x.x 59020 - if it fails then the port is being blocked.

From a command prompt on the affected agents PC, attempt to telnet to the CRS server on port 59000

telnet 10.x.x.x 59000 - if it fails then the port is being blocked.

Port utilization guide link starting with page 12

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/maintenance/port_utilization/crs501pu.pdf

[Bill Adams]

Aaron

My mistake we are running 7.0 (1) SR4ES2 not UCCX 5.0 (1) SR4ES2.

Bill

[aaron.osborne]

Hello Bill,

I have provided the link below for the port utilization guide for 7.0. You can still test via telnet to ensure that the ports are not being blocked as the same ports are used for 5.0 and 7.0.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70prtuti.pdf