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
Readers of this document should be knowledgeable of the
The information in this document is based on the software and hardware
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.
For more information on document conventions, see the
Technical Tips Conventions.
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
Services\config\ directory, shown below. In some situations, you may be required to
synchronize the databases manually.
When you access the Cisco Desktop Administrator, a Cisco Desktop Agent
ID - agent1 appears, as shown here.
Check the ICD configuration on the CRS server, agent1
is not listed as one of the current resources, shown here.
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
The database is out of synchronization between the ICD server and the
Directory Services server. The procedure to synchronize the databases is as
Select Locations, in the left
Select the Setup menu, click the
Synchronize Directory Services from the drop-down menu. (See
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.