With Unified Contact Center Express (UCCX) 7.x, a new agent is not
showing up in the Supervisor Desktop although the agent can log in and receive
calls properly. This document provides information on how to troubleshoot this
There are no specific requirements for this document.
The information in this document is based on the UCCX 7.0(1).
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.
Technical Tips Conventions for more information on document
After UCCX 7.0(1) is upgraded to SR 4, one or more of these issues
A new agent is not showing up in the Supervisor Desktop although the
agent can log in and receive calls properly. If you go to the Cisco Desktop
Administrator, the agent is under the default TEAM. After re-synchronizing the
Directory, this error message is received in the Event Viewer:
SYNC2033 Agent not found in ldap map
When the Supervisor changes the agent's user ID to a new user ID,
some agents still show the old user ID in the Desktop Administrator Workflow
web-based application, even though, the web appadmin page shows the agent's new
One agent cannot see the other agents from the Chat
This issue is documented in Cisco bug ID
(registered customers only)
As a workaround, synchronizing the Directory service from Cisco Desktop
Administrator should correct the issue. Go to Start >
Programs > Cisco >
Desktop > Admin. Under the Cisco Desktop
Administrator, select call center 1 >
setup > Synchronize Directory
If you are receiving the error as mentioned in the previous section
when trying to perform the synchronization, perform these steps:
Delete (or rename) the teamadmin folder under these
Restart the Cisco Unified CCX Node Manager service
from the Windows Service tool.
Wait for about two minutes.
Check the tomcat_appadmin\webapps folder again, and
see whether the teamadmin folder and
teamadmin\main.jsp are re-created.
Perform the Cisco Desktop Administrator directory services