Cisco Cisco Agent Desktop 8.0 Guide De Dépannage

     CAD Fails to Pop into Focus as Expected
        Problem
        Solution

This document serves as a collection of various troubleshooting notes for Cisco Unified Contact Center
Express (UCCX), Cisco Agent Desktop (CAD), and Cisco Supervisor Desktop (CSD) issues. This document
assumes that the user has basic knowledge of UCCX and CAD/CSD and can navigate and collect traces.

Cisco recommends that you have knowledge of these topics:

UCCX

• 

CAD

• 

CSD

• 

Cisco Desktop Administrator (CDA)

• 

Cisco Unified Communications Manager (CUCM or CallManager)

• 

Cisco Unified Presence Server (CUPS)

• 

The information in this document is based on UCCX Version 8.x and later, CUCM Vesrion 8.x and later, and
CUPS Version 8.x and later.

This section covers several issues you might encounter and how you can resolve them.

Note: Set tracing on the server and agent side, recreate the issue, and then collect the logs.

In order to set traces, navigate to Cisco Unified CCX Serviceability > Trace > Configuration > Cisco Unified
CCX Desktop Services and set the Cisco Desktop Agent Email Service to Debugging 4.

In order to collect logs, open the Real−Time Monitoring Tool (RTMT) > Trace & Log Central > Collect logs
> Select all Cisco Desktop services and EEM Server service.

In order to set traces, navigate to C:\Program Files(x86)\Cisco\Desktop\ and open the Agent.cfg file. Under
the [Debug Log] category, set the threshold to trace and save the file. The file should now read similar to this:

[Debug Log]

Size=10MB