Troubleshoot Cisco Unified Intelligence Center (CUIC) Permalink With Integrated Browser 11 in Cisco Agent Desktop (CAD) 10.0(x)

Introduction

This document describes how to troubleshoot Cisco Unified Intelligence Center (CUIC) permalink display with integrated browser 11 in Cisco Agent Desktop (CAD) 10.0(x).

Contributed by Sahar Modares, Cisco TAC Engineer.

Problem: Cisco Unified Intelliegence Center (CUIC) permalink doesn't display correctly in the integrated browser in CAD version 10.0, However, they work outside of the browser in the IE full browser version 11.

Example of permalink display in CAD:

Unified Conatct Center Enterprise (UCCE) and CAD compatibility guides states IE 11x IS supported. However, CAD integrated browser is not listed as a supported browser for CUIC 10.5:

CUIC Design Guide

Solution

CAD 10.0 requires this software applications to run successfully.

Microsoft Internet Explorer
Microsoft Internet Explorer must be installed on agent and supervisor PCs to support the integrated browser component of

Agent Desktop and Supervisor Desktop. The CAD integrated browser is implemented using the Microsoft WebBrowser control
(Shdocvw.dll) that is distributed by Internet Explorer. This library which provides a window in which the user can navigate to websites and files using hyperlinks and URLs. However, it does not represent the full implementation of Internet Explorer.
Consequently, differences exist between the behavior of the CAD integrated browser and Internet Explorer. Web pages might render correctly in Internet Explorer but not render correctly, or not render at all, in the CAD integrated browser. 

CAD integrated browser uses the IE system calls built into the OS so upgrading IE could affect how the integrated browser behaves. But, that's all moot as the CAD integrated browser isn't listed as one of the supported browsers for CUIC 10.5.

Apply this workaround to CAD to force compatibility mode for the integration browser. This is done through a registry key located at:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION

There are two REG_DWORD values located there for supervisor. One is agent.exe and the other one is supervisor.exe. Delete these two values, and it changes the compatibility settings that CAD uses for integrated browser.