This document describes one reason why the Cisco Supervisor Desktop
does not display agents currently logged into the Cisco Agent Desktop in a
Cisco IP Contact Center (IPCC) environment.
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, refer to
Technical Tips Conventions.
A firewall is a security system that acts as a protective boundary
between a network and outside the network. Windows XP includes Internet
Connection Firewall (ICF) software that can be used to restrict what
information is communicated between the Internet and the internal network. ICF
also protects a single computer connected to the Internet with a cable modem, a
DSL modem, or a dial–up modem.
After you log in to the Cisco Supervisor Desktop, the supervisor should
see all agents currently logged in to the Cisco Agent Desktop (see
Figure 1: Cisco Supervisor Desktop -- Agents
After the supervisor has logged in to the Cisco Supervisor Desktop, the
Data View pane contains no agent (see Figure 2)
even if there are agents logged in to the Cisco Agent Desktop.
Figure 2: Cisco Supervisor Desktop -- No
In this instance, some agents appear and disappear in the Data View
pane randomly. This means agents phase in and out of Supervisor Desktop.
This problem is an issue with the Windows XP ICF configuration. If the
ICF is enabled on a local area network connection with other computers, it
blocks File and Printer Sharing. This is the root cause of these issues:
Complete the steps in this section to disable the ICF.
Note: Only users with Administrator rights can complete
Select Start > Control
Double-click Network Connection (see
Figure 3: Network Connection
Select the LAN or High–Speed Internet connection
that needs protection (see Figure
Figure 4: Network Tasks -- Select LAN or High-Speed
Check the Change settings for this connection check
box in the Network Tasks option list (see Figure
Figure 5: Network Tasks -- Change Settings for this
Right-click Local Area Connection.
Select Properties (see Figure 6).
Figure 6: Network Tasks -- Properties
Click the Advanced tab (see Figure 7).
Figure 7: Local Area Connection Properties
Clear the Protect my computer and network by limiting or
preventing access to this computer from the Internet check box in the
Advanced tab Internet Connection Firewall area to disable the