Cisco Cisco Agent Desktop 8.5 Referências técnicas
Cisco Agent Desktop Problems
May 2007
257
“Cisco Agent Desktop is already running for Terminal Service user
“<agent’s user name>”. Only one instance per user is allowed.”
“<agent’s user name>”. Only one instance per user is allowed.”
Solution
The OS variable SESSIONNAME was not updated when the agent
logged out. If this variable is set to RDP-<session number> or
ICA-<session number>, the system looks at the HOMESHARE variable
for the agent’s home directory, where that agent’s logs and
configuration files are stored. If the SESSIONNAME variable is not
cleared, then Terminal Services sees the agent as logged in. This can
happen if the agent does not log off of Terminal Services cleanly after
logging out of CAD. To log out cleanly, the agent must select Log Out
from the Terminal Services dialog box drop-down list and then click OK.
logged out. If this variable is set to RDP-<session number> or
ICA-<session number>, the system looks at the HOMESHARE variable
for the agent’s home directory, where that agent’s logs and
configuration files are stored. If the SESSIONNAME variable is not
cleared, then Terminal Services sees the agent as logged in. This can
happen if the agent does not log off of Terminal Services cleanly after
logging out of CAD. To log out cleanly, the agent must select Log Out
from the Terminal Services dialog box drop-down list and then click OK.
Problem
An agent logs into Agent Desktop as a mobile agent on one computer
and closes Agent Desktop while on a call, and then attempts to log into
another instance of Agent Desktop on another computer using the
same agent ID but a diffrerent extension. A forced login does not work
and closes Agent Desktop while on a call, and then attempts to log into
another instance of Agent Desktop on another computer using the
same agent ID but a diffrerent extension. A forced login does not work
Solution
The agent must log out of the first instance of Agent Desktop that was
started. If this does not work, reset the phone through Unified CM and
the CAD Services reset.
started. If this does not work, reset the phone through Unified CM and
the CAD Services reset.
Problem
When agents start Agent Desktop, they see the following error: “A
licensing error has occurred. Please try again in five minutes. If the
problem persists, please see your log file or the System Administrator
for details”
licensing error has occurred. Please try again in five minutes. If the
problem persists, please see your log file or the System Administrator
for details”
Conditions: Telnet tests from the agent PC to the LRM Service on the
CAD server (port 65432) fail. The LRM Service is running and agents
are able to connect some of the time. Cisco Security Agent (CSA) is
installed and running on the CAD server.
CAD server (port 65432) fail. The LRM Service is running and agents
are able to connect some of the time. Cisco Security Agent (CSA) is
installed and running on the CAD server.
CSA log reports the following: “Event: Possible SYN Flood detected.
Source addresses include 10.X.X.X. TCP ports, including port 59004,
SYN Flood protection has been enabled.”
Source addresses include 10.X.X.X. TCP ports, including port 59004,
SYN Flood protection has been enabled.”
Cause: CSA is in SYN Flood detection mode. Agent PCs have the firewall
enabled and are blocking packets, and CSA thinks the PC is
non-responsive.
enabled and are blocking packets, and CSA thinks the PC is
non-responsive.
Solution
Short-term solution: Restart CSA on the CAD servers.