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Cisco Agent Desktop

CAD Agents Experience Login Failures When There is a Heavy Load or When Multiple Agents Attempt Login

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Document ID: 116243

Updated: Jul 10, 2013

Contributed by Anuj Bhatia, Cisco TAC Engineer.

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Introduction

This document describes the problem where agents are intermittently unable to log in to the Cisco Agent Desktop (CAD), and a Lightweight Directory Access Protocol (LDAP) error displays. Subsequent attempts eventually result in a successful login. This behavior is generally seen at the start of a shift when multiple agents simultaneously attempt to log in.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • CAD for Cisco Unified Contact Center Enterprise (UCCE) Release 8.x and later
  • Flat file \ Structured Query Language (SQL) database

Components Used

The information in this document is based on CAD for UCCE Release 8.x and later.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problem

The login attempt fails because the CAD client is not able to load the agent profile from the LDAP database successfully.

Agent connects to the CAD server.
09:50:16:605 INFO LC0000 Connected to Calabrio LDAP server on <X.X.X.X>
09:50:18:883 INFO LRMS0004 LRMClient is connected to the service at <X.X.X.X>.

After the license is received from the Cisco Desktop Licensing and Resource
Manager (LRM) service, CAD starts to download the agent profile from the
LDAP database
.
09:50:21:192 INFO DESK1048 Load the Agent Profile.
09:50:21:660 INFO [0x60c] DESK1113 ReadLoginMethod: Get Login Method from
LDAP successfully. Login Method = 0.
09:50:35:778 DEBUG [0x60c] AgentConnectionManager.cpp[413]
CAgentConnectionManager::RetrieveAgentProfile: XXXXXX Begin Get Agent Profile...

Client waits for 15 seconds and then times out with a socket error.
09:50:50:504 DEBUG [0x60c] LCLDAP.cpp[491] ldap_client::LCLDAP::Get: LDAP error
<-5> <Timed out>. Try again.
09:50:50:504 DEBUG [0x161c] LDAPConnectionCheckerThread.cpp[196] ldap_client::
LDAPConnectionCheckerThread::ldapMonitor: Socket error: recv return <-1>.
09:50:50:520 INFO STD0005 Client <Calabrio LDAP> disconnected from service at
<X.X.X.X>.
09:50:50:520 ERROR DESK3110 Error: get agent returned: <An unexpected
error occurred.>.

Solution

This issue is usually due to high CPU usage on the CAD server. The two common causes are:

  1. Standalone LAPD Daemon (SLAPD) process traces run at the DEBUG,TRACE, or DUMP level.
    With Release 8.x and later, the CAD server default trace levels are set to DEBUG with the exception of CDBR Tool and SLAPD process.
    • CDBR Tool --> Default is DUMP (this is normal)
    • SLAPD --> Default is OFF

    Logging of SLAPD is extremely intensive and can cause significant login delays and high CPU utlization if it is set to DEBUG for long periods of time. The recommendation is to turn logging off after the recreate.

  2. Cisco Bug ID CSCub77630 - "LRM fails over faster than originally designed, causing severe instability."
    This defect also causes high CPU usage on the server, which hampers the agent profile download step.

Refer to CSCub77630 for more information.

Updated: Jul 10, 2013
Document ID: 116243