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Initial Public Release
HCS-CC - 10.5(2a)
PCCE - 10.5(2a)
UCCE - 10.5(2a)
Supervisor Desktop does not reflect Agent data until there is change in Agent-Team configuration.
The Agent data does not reflect on Supervisor Desktop after a restart of the computer telephony integration (CTI) Server. This impacts supervisors from managing the Agent teams in Contact Center.
This issue is caused by the fix for Cisco bug ID CSCur08077.
An agent is created and assigned to a team during creation. This is specific only to the Packaged Contact Center Enterprise (PCCE) administration console as it allows you to assign an agent to a team during agent creation.
Supervisor Desktop does not reflect statistics on Agents.
Finesse supervisor does not see agent updates on a team for an agent that was recently added.
Supervisor Desktop will not have any agent information.
Supervisor will not able to monitor the agents.
This defect also causes CTISvr not to consistently send the Agent_Team information upon CTI (GED-188) OpenRequest from the client. As a result, when the Finesse server attempts to open its CTI (GED-188) session to CTISvr and the Agent_Team information is not sent by CTISvr, Finesse is unable to properly build its agent object cache. This results in Finesse deleting its Agent/Team information association from the Finesse database. Manual reconfiguration of Agent/Team associations needs to be invoked.
The workaround for this behavior is as follows:
- Make a dummy configuration change in Team configuration (such as a change in the Description field) and Save.
- Cycle the CTI clients (CTI OS Server, Finesse, Cisco Agent Desktop, and so on). Do not cycle the CTI Server.
- Check the Agent Team information on respective clients.
To follow the bug ID link below and see detailed bug information, you must be
a registered customer and you must be logged in.
|CSCus60431 (registered customers only)
|Supervisor Desktop - Realtime status tool kit is not working
For More Information
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