Supervisor Desktop: Inbound / Outbound Calls Not Appearing in the Agent Tree

[Keith Joel]

Hi Folks,

     I've been troubleshooting an issue with Cisco Supervisor Desktop recently where some supervisors do not see the Inbound and Outbound calls listed under the agent in the tree.  The version of CCX is 8.0.2.11002-3 Premium with CSD as 8.0(2).  I've checked the following:

All employees are part of one team and all supervisors are supes of that team. 

All agent / supervisor lines are in the same partition.

CSD is in full service.

I do get the presence icons indicating whether they are on a call, in work, not ready, but no call listed under the agent if I expand them.  It works for most supervisors but doesn't seem to for this particular one.  What determines whether or not they see those inbound or outbound calls? 

PS - the profile has been wiped and recreated already.

It seems it's probably something simple but I'm out of ideas. 

Thanks for the time.

[Clifford McGlamry]

Does the team assignment for the agent/supervisor include the CSQ's involved?  That may be your issue. 

Cliff

[Keith Joel]

All CSQ's are assigned.  The way the customer wanted it was for all supervisors to be able to monitor/record all employees therefore I've got everybody on the same team with all CSQ's assigned to that team. 

The resolution in the end for the customer was uninstalling CSD, cleaning the registry, and reinstalling it.  That seemed to resolve the issue but I can't tell you why it has happened.  Over the course of the deployment we had some compatibility issues that required an upgrade of Call Manager/CCX to versions that weren't yet released and therefore perhaps it had a slightly older version of CSD.  It wasn't prompting for an upgrade at the beginning but I suspect this may be the issue.

[Thiago Henriques]

Keith,

     I'm having the exact same issue here with one of our supervisors. Would you be able to let me know which registry entries have you deleted??I got a pdf from cisco which says the ones needed, the page #  is 160.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/user/cad/service_info/cad611si.pdf

But I'm not one hundred percent sure, maybe!

Regards,

Thiago Henriques