[cisco-voip] UCCX 9 EM agents cant login

[abbas wali]

Thanks Ryan, 

 

We have a dozen of other users who can login to them phones without any
issues. Even I can do it on my CIPC 

 

But these new 3 agents cant. 

 

From: Ryan Huff [mailto:ryanhuff at outlook.com] 
Sent: 15 September 2015 15:05
To: abbas wali <abbaseo at gmail.com>; cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] UCCX 9 EM agents cant login

 

Assuming this isn't a new/upgrade UCCX and it isn't a JTAPI compatibility
issue with CCM; assuming it was working and now it is not.

I would check these items;

Agent/phone checks;

*	Make sure the RmCM user/password hasn't changed from what UCCX has
recorded. NO
*	Does the agent have the Standard CTI Role? Yes
*	Does the agent have IPCCX defined in their profile? Yes
*	Does the agent have CTI control of the phone? Yes
*	Does the agent have control of the EM. profile? Yes
*	Is the physical phone associated to the RMCM user? Yes ( currently
to log them in I am using my soft phone which is associated with RMCM user )



Server checks; yes as many other agent can login and are talking calls. 

*	DNS ... (are forward and reverse lookups working correctly) 
*	NTP ... NTP still working?



Thanks,


Ryan



  _____  

From: abbaseo at gmail.com <mailto:abbaseo at gmail.com> 
To: ryanhuff at outlook.com <mailto:ryanhuff at outlook.com> ;
cisco-voip at puck.nether.net <mailto:cisco-voip at puck.nether.net> 
Subject: RE: [cisco-voip] UCCX 9 EM agents cant login
Date: Tue, 15 Sep 2015 14:53:54 +0100

That is the case, the DN is exclusive only to the profile - its not used on
any phy. Phone. 

 

does anyone know, if  want to get traces from RTMT which option should I use
i.e. Cisco Call Manager will suffice ?

 

thanks 

 

From: Ryan Huff [mailto:ryanhuff at outlook.com] 
Sent: 15 September 2015 14:35
To: abbas wali <abbaseo at gmail.com <mailto:abbaseo at gmail.com> >;
cisco-voip at puck.nether.net <mailto:cisco-voip at puck.nether.net> 
Subject: RE: [cisco-voip] UCCX 9 EM agents cant login

 

Since you mention using extension mobility ....

When the Agent logs in with their Ex. mobility profile, does the DN happen
to be on another IP phone? The only way to "share" an ACD extension between
multiple devices is to assign it to a Device Profile exclusively and then
login using Extension Mobility to whatever device they wish to use.


Thanks,

Ryan

  _____  

From: abbaseo at gmail.com <mailto:abbaseo at gmail.com> 
To: cisco-voip at puck.nether.net <mailto:cisco-voip at puck.nether.net> 
Date: Tue, 15 Sep 2015 13:54:13 +0100
Subject: [cisco-voip] UCCX 9 EM agents cant login

Hi all, 

 

Urgent issue here.

 

Ext Mob. Enabled agents cant login. Getting "Login failed due to a
configuration error with your phone and JTAPI or UCM. Contact your admin.."

 

The users profile is in the controlled list for RM application user. 

 

The phone they are loggin in - is used by other agents with their profiles
and they can get through. 

 

Not sure what else I can check. 

 

Please help !!

 

Thanks 


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