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Cisco Agent Desktop ID Appears in Cisco Desktop Administrator But Does Not Exist in the Resource Manager Subsystem

Document ID: 46810

Updated: Jan 14, 2005

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Introduction

This document describes one reason why the Cisco Agent Desktop ID appears in the Cisco Desktop Administrator, but does not exist in the Resource Manager subsystem on the Cisco Customer Response Solutions (CRS) server, and provides a workaround in a Cisco IP Contact Center (IPCC) Express Edition environment.

Prerequisites

Requirements

Readers of this document should be knowledgeable of the following:

  • Cisco Cisco CallManager

  • Cisco IPCC Express Edition

Components Used

The information in this document is based on the software and hardware versions:

  • Cisco CallManager 3.x and later

  • Cisco CRS version 3.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.

Conventions

For more information on document conventions, see the Cisco Technical Tips Conventions.

Background Information

The Integrated Call Distribution (ICD) agent database is the master database. The Directory Services database should mirror the ICD agent database. Use the Synchronize Directory Services command through the Cisco Desktop Administrator to synchronize the agent database between the ICD server and the Directory Services server.

It is possible to program the synchronization function to perform automatically (for instance, once every ten minutes) when you change a setting in the DirAccessSynSvr.cfg file, located in the C:\Program Files\Cisco\Desktop\Directory Services\config\ directory, shown below. In some situations, you may be required to synchronize the databases manually.

crsagent-1.gif

Problem

When you access the Cisco Desktop Administrator, a Cisco Desktop Agent ID - agent1 appears, as shown here.

crsagent-2.gif

Check the ICD configuration on the CRS server, agent1 is not listed as one of the current resources, shown here.

crsagent-3.gif

Solution

Since Cisco Desktop Agent ID - Agent1 does not appear as one of the current resources, it represents that the Agent ID association with the Resource Manager subsystem has been removed from the related Cisco CallManager server.

The database is out of synchronization between the ICD server and the Directory Services server. The procedure to synchronize the databases is as follows:

  1. Select Locations, in the left pane.

  2. Select the Setup menu, click the Synchronize Directory Services from the drop-down menu. (See image below.)

    crsagent-4.gif

After you run the Synchronizing Directory Services manually, agent1 is removed from the Cisco Desktop Administrator.

Note: There is an additional scenario where agent1 is defined in CallManager but does not appear as a resource within CRS server. The agent may have a device associated with it, but the ICD extension button is not selected therefore the ICD resource is not available.

Related Information

Updated: Jan 14, 2005
Document ID: 46810