UCCX 8.5 Agent Disappears from CSD

[serra.williams]

UCCX 8.5.1.11003-32/ CUCM 8.6.2.21900-5

CAD & CSD 8.5.1.312/ CIPC 8.6.3 - All running on Win7 Enterprise SP1 32-bit

Agent is connected remotely to the network thru VPN and uses CIPC with CAD to take ACD calls - no problem.  However, every 30 seconds, the agent "disappears" from CSD - for 30 seconds, then re-appears - for 30 seconds.

Agents notice that call quality degrades when this 30-second interval hits - and you can hear it in the call recordings, but otherwise their system appears normal.

Today I replicated the issue & noticed that the CAD service status goes to "Partial Service", then immediately back to "In Service".  This happens every 60 seconds - almost without fail.

When I double-clicked on Partial Service, the first - Chatting and Team Performance Message - were Active.  Everything else was Inactive.

Attached is CAD log files.

Any ideas?

Thanks!

Serra

[kbenoit33]

Hi Serra,

We've seen this when the remote agent has an active wireless connection to their home (or remote office) router/modem. I'd check to ensure their wireless adapter is off.

Keith

[serra.williams]

Keith,

They are using wireless at home.  I'll have them connect to their router and let you know what happens.

Thanks!

Serra

[Sarg .]

I have also had a similar experience. However, in my case the agents were disappearing and re-appearing again on the supervisor desktop. There was no voice quality issues. My problem was because one of theUCCX node IP address was incorrect in the CAD postinstall configurations.

Cheers

[kbenoit33]

Hi Serra,

Do you have an update for us? Curious minds want to know ... 

Keith

[aniramac]

Also ensure that connectivity to all the important ports (check the Port Utilization Guide) is maintained.