Cisco Cisco Agent Desktop 10.0 Design Guide

Integrating CAD with Thin Client and Virtual Desktop Environments

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June 18, 2014

Cisco Agent Desktop 8.0 or Earlier Does Not Work 
with Cisco Unified Presence on Citrix/XenApp

Problem

Cisco Agent Desktop 8.0 or earlier launched on Citrix/XenApp with 
Cisco Unified Presence does not work.

Solution

Cisco Agent Desktop 8.0 or earlier is not supported with Cisco Unified 
Presence on Citrix/XenApp. This is because both Cisco Agent Desktop 
and Cisco Unified Presence use the same fixed port for call activity. If 
both applications are launched on the same computer, either Agent 
Desktop or Unified Presence will work. In most cases, the application 
that was launched last works, while the application that was launched 
first works only partially or stops altogether. To correct this issue, 
upgrade CAD to CAD 8.5 or later.

Cannot Find Agent Desktop Logs for Individual Users

Problem

The Agent Desktop logs for an individual user cannot be found.

Solution

You must map a network share home drive for each agent in order to 
have logs for individual Agent Desktop users. For more information, see 

. Agent Desktop 

ctiosclient log files are stored in the ...\Cisco\Desktop\log folder on the 
Citrix server.

Agents Disappear from Supervisor Desktop Tree 
Control

Problem

Agents are displayed one at a time in the Supervisor Desktop’s tree 
control. For instance, Agent A appears in the tree control when logging 
in, and then when Agent B logs in, Agent A disappears. Only one agent 
can be seen at a time.

Solution

The CAD Configuration Setup utility (postinstall.exe) has not been run 
on the Citrix server on which Agent Desktop is installed.