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.
Readers of this document should be knowledgeable of the following:
Cisco Cisco CallManager
Cisco IPCC Express Edition
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.
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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.
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 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:
Select Locations, in the left pane.
Select the Setup menu, click the Synchronize Directory Services from the drop-down menu. (See image below.)
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.
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Refer to Cisco Technical Tips Conventions for information on conventions used in this document.