Cisco Supervisor Desktops with Blank Password

[Amine-K]

Dear All,

We are using Unified CC Enterprise with CAD 7.2.

Recently, we discovered that Supervisors have blank password in Cisco Desktop Administrator and they can no longer login with their old password.

In addition, we discovered that all agents were assigned to the default workflow and they are no longer assigned to their correct workflow.

We had to manually reset the supervisors' passwords and the workflows to the agents.

Did anyone of you face such issue?

Thanks.

[Phuong Hoai Huynh · Accepted solution]

If all the agents are back in cad with the default workflow you will need to manually reconfigure them all.

Or restore from a working backup.

I am assuming what happen is your AW had issues, and your cad directory sync ran which ended up deleting all your existing agents and adding them back in again when the AW was back up and running.

As for resetting your supervisor password, you will need to perform this reset from the ICM

[Amine-K]

Correct !

We have opened a TAC SR and we knew that updateaw process was restarting on the AW.

This caused LDAP polling when AW was down. Rows returned 0 and CAD used the default values.

So the solution was to install ICM 7.2(7) ES 139 on the AWs and everything was ok.