This document describes why the Supervisor Desktop ID fails to login to
Supervisor Desktop in a Cisco IP Contact Center (IPCC) Express environment. It
also provides the correct configuration to resolve the issue.
Cisco recommends that you have knowledge of these topics:
Cisco IPCC Express
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.
Technical Tips Conventions for more information on document
When you login to the Supervisor Desktop, the login fails with two
different error messages.
Figure 1: No Supervisor's Rights
Figure 2: Missing User ID
This is a configuration issue. In order to login to a Supervisor
Desktop, the ID must belong to a team of agents. It is necessary to run the
Cisco Desktop Administrator to complete two tasks:
The Supervisor window (Figure 3) displays
a list of the supervisors available to a team. These supervisors are chosen
from the list of agents set up in the Integrated Contact Distribution (ICD)
server. It is possible to add or remove a supervisor and to view supervisor
properties from this window.
Figure 3: Supervisor Window
Figure 4 shows the setup of agents for a
The list of available agents includes agents who have not yet been
assigned to a team. An agent can belong to only one team at a
Figure 4: Team - Agent Window
In Figure 5, the setup of supervisors for
a particular team is displayed.
The list of available supervisors includes any agent tagged as a
supervisor. Supervisors can be assigned to multiple teams.
Figure 5: Team Window - Supervisor
The Teams - Contact Service Queue window (Figure
6) allows the setup of a contact service queue for a particular team
These are the setup options displayed:
The list of available queues includes every queue set up on the ICD
server. Queues can be assigned to multiple teams.
Figure 6: Team - Contact Service Queue
After you assign a Supervisor Desktop ID to a team, the Supervisor
Desktop ID successfully logs in to the Supervisor Desktop.
Agents keeps appearing and disappearing in Supervisor Desktop.
In order to resolve this issue, rename the existing SplkStd.dll file
and apply a patched version of the SplkStd.dll file. Complete these steps for
Go to C:\Program Files\Cisco\Desktop\bin on the
Rename the existing SplkStd.dll to SplkStd.old.
Extract the new SplkStd.dll file to the path mentioned in step 1 and
reboot the PC.
This problem is fixed in Unified Contact Contact Center Express (UCCX)
8.0(1) and 7.0(2) versions. Referefer to
(registered customers only)
for more information.
When a user tries to login to Cisco Supervisor Desktop, this error is
The ID you entered was not found.
This can occur when a config object gets corrupt during an unclean
shutdown of the system. In order to prevent this, use the CLI command to shut
down the system. Depending on the config object that is corrupt, an alert gets
displayed in the RTMT application syslog and looks similar to this:
reading config. Probably it was corrupt: Config Class=<config
In the log file, a message similar to this appears:
19475: Feb 01 16:26:35.309 PST
%MIVR-CFG_MGR-3-CONFIG_OBJECT_CORRUPTED:Error while reading config. Probably it
was corrupt: Config Class=class
This issue is documented by Cisco bug ID
(registered customers only)
. The workaround for this bug is to run
this CLI command that will detect and fix the problem:
utils uccx database dbserver integrity