UCCX agent doesn't appear in CSD

Ran into a situation after an upgrade to UCCX 7 sr 4, where an agent on a particular team was not visible to the supervisor in CSD. Call flow was not affected.

Manual synchronization techniques https://supportforums.cisco.com/docs/DOC-9162

If you are running UCCX 7.0(1) SR4 and after performed a change under the team configuration its not been reflect in the supervisor application, the root cause of this could be the following DDTs CSCtd46752 and a manual synchronization comes handy, this process does not affect your call procesing or any other services of your UCCX. Here are the steps to go through the process.

1. If necessary open a RDP or VNC connection towards the UCCX server. (UCCX IP address)
2. In the CDA go to "Desktop Administrator" menu and select the option for "Site A"
3. The new window will request for a username and password. Default values are username "admin" and live the password as blank.
4. Go over the personnel menu and confirm if your agents appear under the correct team
5. If a mis-synchronization occurs between your AppAdmin configuration and what your output displays; we need to perform a manual synchronization to update the team information. In order to accomplish this please go over "Services Configuration" - "Synchronize Directory Services" and click over "Manual Synchronization of Directory Services".
6. After the process has ended please go over the personnel menu and confirm if the synchronization succeed.


Restart service
If that doesn't work, you can restart the 'Cisco Desktop Sync Service' - if you do this from Control Centre in appadmin then it shouldn't cause a failover or outage. Often the sync stops, so what you configure in Cisco-land (appadmin) doesn't make it's way over to Calabrio-land (CAD etc).

See CSCtd46752 Bug Details for details:
Issue is seen after the UCCX 7.0(1) is upgraded to SR 4
Changing agent TEAM successfully maps the agent to the new team in APPADMIN page but in Cisco desktop ADMIN the TEAM of that agent shows as "DEFAULT" instead of the new Team.

At this time, the bug is unresolved.

CPTONE reference site

A nice reference site for world wide CPTONE information http://www.3amsystems.com/wireline/tone-search.htm.

CUCM reboot sequence

Cisco Support Forum suggestion

Having been asked again today, I would say the sort of official recommendation is to restart your publisher server first and wait for it to fully recover. Then repeat the process with each of your subscribers. My thought was obviously to always retain as much phone service as possible by rebooting and recovering each individually, but frankly I don't know why the publisher should go first. If you have one freshly rebooted server to rehome to, what does it matter which one?

At least Cisco confirms that I'm not missing anything (see link above).

Of course something in version 8 will likely explode if you do so in the undocumented correct order ;)

CUPC 7 Calendar Integration

Despite the documentation, CUPS / CUPC Outlook calendar integration WILL work while Outlook Web Access is using forms based authentication (if you see a pretty web form when logging into OWA vs. a Windows form requesting a username and password).

One problem is while setting it up and troubleshooting CUPC, the errors returned from Exchange during the CUPC / CUPS calendar communication can be based on results from OWA / IIS, and not Exchange. You may get errors that are either too general to be helpful or misleading (i.e. 440 Timeout).

By disabling FBA in Exchange (and / or IIS), you can restart the Presense engine and collect real errors rather quickly.

I found Exchange was looking for a DOMAIN\USER Presence Outlook Gateway User loggin name format (vs. simply USER, or cn=USER, ou=DOMAIN...). TAC may suggest any variation of them without really investigating the root requirements from Exchange. One mystery problem is that an incorrect authentication method CAN work for a long enough time to make you think your exhaustive list of calendar testing is complete, and then simply stop working an hour later.

Drop FBA, verify what Exchange is looking for re: loggin methods, and cross your fingers.

When you decipher the root cause of your calendar integration failure, you can re-enable FBA on OWA.

CUPS version 7 and intermittent desk phone control

Assuming all other configuration in CUPS and CUCM is correct (licensing, devices, lines, user association, etc.) you will have intermittent desk phone control, if any, when using port 389 to authenticate CUCM against AD.

By changing LDAP authentication in CUCM to use the AD global catalog on port 3268 your problem is solved.

It got me.