This document describes one reason for Cisco Agent Desktop to
disconnect all agents simultaneously from their respective sessions in a Cisco
IP Contact Center (IPCC) Enterprise environment. This document also provides a
Note: For more information on the resolution of this issue, refer to Cisco
(registered customers only)
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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.
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Contact centers organize agents into skill groups. Agents in each skill
group are trained to handle specific types of calls. For example, literature
requests are routed to skill groups in which agents are trained to provide
general information services. Similarly, calls that involve complicated
transactions are routed to more specialized skill groups.
Here is the general configuration in which this problem
Figure 1: IPCC Enterprise Edition
All agents configured to work in the contact center lose connectivity
to the Cisco Agent Desktop at the same time. The agents include:
When the mass disconnection occurs, agents need to reset the phones,
and log back into Cisco Agent Desktop.
In addition to the mass disconnection, the Open Peripheral Controller
(OPC) process on the Peripheral Gateway (PG) crashes with a
11:12:24 PG1A-opc Trace: Agent::GetSessionTimes - SkillGroup 40424 (0x9DE8)
priority=0 unknown for agent 1428 on Peripheral 5000.
When you review logs on the PG, check whether a skill group was
removed. Here is the relevant section of the OPC trace log:
11:12:20 PG1A-opc UPDATED 1 SkillGroups.
11:12:20 PG1A-opc UPDATED 1 Routes.
11:12:20 PG1A-opc UPDATED 5 Agents.
11:12:20 PG1A-opc REMOVED 1 SkillGroups.
Removal of a skill group causes the OPC process to crash. Here is the
relevant section of the OPC trace log:
11:12:24 PG1A-opc Trace:
Agent::GetSessionTimes - SkillGroup 40424 (0x9DE8) priority=0
unknown for agent 1428 on Peripheral 5000.
The OPC process crash in turn causes the mass agent
The best practice that Cisco recommends is to delete a skill group only
when all agents who belong to that skill group are logged off.
Complete these steps in order to avoid the problem of mass
disconnections from Cisco Agent Desktop:
Schedule a maintenance window when you want to delete skill
Notify all the member agents in the skill group to log off from
Cisco Agent Desktop.
Delete the skill group.
Notify the agents to log in again.