Cisco Unified Contact Center Express

Document ID: 46882

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Background Information
Problem
Solution 1
Solution 2
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Introduction

This document describes one of the reasons why agent fails to log into the Cisco Agent Desktop in a Cisco IP Contact Center (IPCC) environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

• Cisco Agent Desktop

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager 3.x and later

• Cisco CRS 3.x and later

• Cisco Desktop Product Suite

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.

Conventions

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

Background Information

Cisco CRS maintains counts of licenses only for the local machine. There are three kinds of IPCC Express servers. They are:

1. Standard—You can use a standard seat with the Standard Server.

2. Enhanced—You can use an enhanced seat with the Enhanced Server.

3. Premium—You can use a premium seat with the Premium Server.

You can locate all license information and seats currently in use for different components such as the agent in the directory shown in Figure 1:

Problem

When you attempt to log into Cisco Agent Desktop, the Interactive Call Distribution (ICD) agent receives random licensing errors. Here is the error message:

Licensing error has occurred - please try again in 5 minutes

Note: This issue can also occur due to daylight saving time (DST), when agents log in to the desktop of the Cisco Customer Response Solutions (CRS) 3.1 that is co-located in the Cisco CallManager server. Make sure that the Agent Desktop has Read/Write access to the Desktop_cfg share on the CRS server or the Cisco CallManager publisher. If not, give the user Read/Write access. After the Read/Write access is given, complete Solution 1.

Solution 1

This problem occurs due to the presence of Lic*.net files such as Lic20.net, Lic40.net and Lic53.net in the C:\Program Files\Cisco\Desktop_Config\License\Agent directory (see Figure 2):

Solution 2

This error can also happen if the agent PC does not have a mapped drive to the license files folder in the IPCC server or if the mapped drive to the license folder in the IPCC server from the agent PC is broken. Configuration and licensing files are installed on the IPCC server. They must be read-write accessible to Agent Desktop and Supervisor Desktop users. You can:

1. Use a login script to establish the shared configuration location, or

2. Manually map the shared configuration location, or

3. Automatically map the shared configuration location

All three of these mechanisms are explained in the Preinstallation Considerations section of the Cisco Desktop Product Suite Installation Guide 4.5.5 (ICD) .

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