This document describes why the Cisco Agent Desktop enterprise data window fails to open in a Cisco IP Contact Center (IPCC) Enterprise Edition environment.
Cisco recommends that you have knowledge of these topics:
Cisco IPCC Enterprise Edition
Cisco Agent Desktop
The information in this document is based on these software and hardware versions:
Cisco IPCC Enterprise Edition version 4.6.2 and later
Cisco Agent Desktop version 4.6
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.
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By default, the Cisco Agent Desktop window is open when a call is active, and becomes minimized when idle. This is called the Normal mode.
If your system administrator has configured the Cisco Agent Desktop such that local administration is enabled, you can change this window behavior from the Options menu. Other available modes include:
Keep Open mode—The window remains open even when idle.
Always on Top mode—The window remains open when idle and on top of all other open applications.
Stealth mode—The window appears as an icon in the system tray (lower right corner of your desktop) and opens when you double-click the icon.
Cisco Agent Desktop fails to open the Enterprise data window. The window remains minimized in the system tray. When a call arrives, the data window is highlighted, but does not open.
Cisco Agent Desktop stores the size and position of the window from the last time it is run. For this, Cisco Agent Desktop uses the values in the WindowLeft, WindowTop, WindowWidth, and WindowHeight options under the Enterprise Interface in the fastcalllocal.ini file. By default, the fastcalllocal.ini file resides in the C:\Program Files\Cisco\Desktop\config directory.
The root cause for this problem is the large negative values in the WindowLeft, WindowTop, WindowWidth, and WindowHeight options in the fastcalllocal.ini file (see Figure 1).Figure 1 – WindowLeft, WindowTop, WindowWidth, and WindowHeight Values in the fastcalllocal.ini File
Complete these steps to resolve this problem:
Edit the fastcalllocal.ini file with any text editor (for example, Notepad) to replace the large negative values in the WindowLeft, WindowTop, WindowWidth, and WindowHeight with blank in the fastcalllocal.ini file.
Make the fastcalllocal.ini file read only.
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