Cisco Desktop Agent interruption every 30 seconds

[bobn]

Trying to facilitate an agent with a medical condition and allow her to work from home.

Have her set up with Cisco Desktop Agent and Cisco Personal Communicator. On the surface, everything appears to work just fine. However, in Supervisor Desktop, this agent either disappears/reappears every 30 seconds or her State Duration is reset every 30 seconds.

Agent logs tell me that the connection to the Chat service is getting interrupted and re-established on a VERY FREQUENT basis.

2017-04-26 12:30:25:002 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2017-04-26 12:30:25:002 INFO DESK1009 Call Chat auto-recovery message received.
2017-04-26 12:30:25:200 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2017-04-26 12:30:25:200 INFO DESK1009 Call Chat auto-recovery message received.
2017-04-26 12:31:25:053 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.
2017-04-26 12:31:25:054 INFO DESK1009 Call Chat auto-recovery message received.
2017-04-26 12:31:25:599 INFO FCCC0000 Successfully connected to the Desktop Chat Service.
2017-04-26 12:31:25:599 INFO DESK1009 Call Chat auto-recovery message received.

Pinging the server extensively yields no dropped pings, nor any high latency numbers.

After Googling for an hour or so, I've seen this issue mentioned, but never with a solution. That this is not a unique issue tells me that this is not something special about our environment. Has anyone seen this before?

Thanks!

[D_Lebedev]

Hi,

In your scenario it should be network based issue for 90%

Take a look on page 99 and 108

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf

30ms for voice with G729 and about 150ms for ccx applications,which remote agent use.

Hope it helps.

[bobn]

I'm not exactly sure what you're trying to say, and I'm currently getting a 404 on that link.

[Chakshu Piplani]

You findings are correct, drop in chat service will cause agent to disappear and re-appear on supervisor desktop.

(On her CAD she will notice CAD toggle IN SERVICE and PARTIAL SERVICE in the status bar at the bottom)

You can try finding "port utilization guide" of the respective version of CCX that you are using and make sure that port is not getting blocked over VPN or over her home computer due to any anti virus/firewall on PC.

HTH

Regards,

Chakshu