Cisco Cisco Unified Contact Center Express 9.0(1) Troubleshooting Guide

Introduction
 Prerequisites
      Requirements
      Components Used
      Conventions
 Problem
 Solution
 Related Information

With Unified Contact Center Express (UCCX) 7.x, a new agent is not showing up in the Supervisor Desktop
although the agent can log in and receive calls properly. This document provides information on how to
troubleshoot this issue.

There are no specific requirements for this document.

The information in this document is based on the UCCX 7.0(1).

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.

Refer to Cisco Technical Tips Conventions for more information on document conventions.

After UCCX 7.0(1) is upgraded to SR 4, one or more of these issues occurs:

A new agent is not showing up in the Supervisor Desktop although the agent can log in and receive
calls properly. If you go to the Cisco Desktop Administrator, the agent is under the default TEAM.
After re−synchronizing the Directory, this error message is received in the Event Viewer:

SYNC2033 Agent not found in ldap map

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When the Supervisor changes the agent's user ID to a new user ID, some agents still show the old user
ID in the Desktop Administrator Workflow web−based application, even though, the web appadmin
page shows the agent's new user ID.

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