Possible communication error.

[Sarg .]

Hello members,

I have a case whereby agents are dissappearing and reappearing on  the Supervisor Desktop. I think that this is as a result of an ip-connectivity problem.  Please see the CAD logs below.  I just wanted to know if anyone knows of anything that could cause this apart from IP-connectivity problems? My UCCX is running on System version: 8.5.1.11002-22 and the CAD is running on Citrix

2012-12-10 08:55:14:307 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:56:14:267 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-10 08:56:14:267 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:56:14:317 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-10 08:56:14:317 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:57:14:279 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-10 08:57:14:279 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:57:14:329 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-10 08:57:14:329 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:58:14:291 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-10 08:58:14:291 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-10 08:58:14:341 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-10 08:58:14:341 INFO DESK1009 Call Chat auto-recovery message received.

012-12-11 14:04:09:041 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-11 14:04:09:041 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:04:09:091 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-11 14:04:09:091 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:05:08:986 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-11 14:05:08:986 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:05:09:036 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-11 14:05:09:036 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:06:08:928 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-11 14:06:08:928 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:06:08:988 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-11 14:06:08:988 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:07:08:877 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-11 14:07:08:877 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:07:08:937 INFO FCCC0000 Successfully connected to the Desktop Chat Service.

2012-12-11 14:07:08:937 INFO DESK1009 Call Chat auto-recovery message received.

2012-12-11 14:08:08:821 ERROR FCCC2015 The connection to the Desktop Chat Service has been lost. The program will attempt to reconnect automatically.

2012-12-11 14:08:08:821 INFO DESK1009 Call Chat auto-recovery message received.

[Aaron Harrison]

Hi

Have you followed the instructions from the manual re: going into c:\prog files\cisco\desktop\bin\postinstall.exe and setting the 'terminal services' setting to true?

Aaron

[anchoudh]

Hi ,

According to the CAD error guide,

FCCC2005 : Network communication error (%hs).

Type: Fatal

Add’l Info: CTIOS API waitforsingleobject fails.

Action: Check network connectivity. Verify that the

Chat Service is running.

You might also want to check the CSD logs for the reason behind it. Do you see the logout reason codes in the CAD?

Check out the below link,

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml

May be ports are being blocked\unblocked by the firewall, switching Agent laptops between wire and wireless networks, CUCM and UCCX failovers....are some of the reasons I could think about.

Hope this helps.

Anand

please rate helpful posts !!

[Sarg .]

Guys, does anyone know what the expected keepalive interval value is between UCCX and CAD. I'm trying to findout out how long UCCX waits for a keepalive   from CAD before thinking that the connection has been lost.

[Sarg .]

Guys the agents do  not show a logout reason code, they just disappear and appear again. just poping in and out.

[anchoudh]

Hi,

if its happening only in one of the Supervisor desktop, than I would suggest you to please re-install the CSD one more time and see if this helps.

Thanks,

Anand

[Sarg .]

I have test this already. I saw the same problem both when agents and supervisor moved from Citrix to physical PC: The problem continued when both the agent and supervisor moved to a physical PC. Do you know how sensitive UCCX  is to keepalive loss to CAD. How many miliseconds must pass before the CAD or UCCX thinks that the connection is down?  Can i change this keepalive interval?

[anchoudh]

Hi,

I exactly do not remember the number of seconds before UCCX thinks that it has lost connection with CAD, if CAD won't respond before roughly around 90 seconds (30 seconds with 3 iterations).

As you are in UCCX 8.5 SU2, I would suggest you to please upgrade to SU3 or latest SU4 to get rid of this issue, as seen in one of the other discussion (please refer below) Customer did upgrade the UCCX system to latest SU to fix this type of issue.

https://supportforums.cisco.com/thread/2141592

UCCX software download location:

http://software.cisco.com/download/release.html?mdfid=270569179&softwareid=280840578&release=9.0%282%29&relind=AVAILABLE&rellifecycle=&reltype=latest

Hope this helps.

Anand

Pls rate helpful posts !!

[Sarg .]

Guys thanks for all your help.  I have decided to start from scratch becuase getting my company to agree to an upgrade is very very hard as the burden of proof is monumental.

Anyway, the checked the server side logs and I found this error point at a communication error.

2013-01-17 15:29:55:313 WARN FCCS3008 Network communication error sending message to application . The application will be logged out.

I have asked the Citrix admin to delet the agent accounts, recreate it and then carry out the ostinstall.exe procedure.

As soon as he has done this, I will go back again and gather some more logs to see if the problem is still there. This will help in  narrowing down the possible cause of this problem.

one question I do want to ask is that. that the reason for carrying out the postinstall.exe is becuase withouth doing this, the port numbers may be changed by citrix while CAD is still expecting to use the default ports for communication. Is this correct guys?

I will keep you guys updated as soon as the Citrix admin has carried out my request.

Cheers