[cisco-voip] UCCX 9 EM agents cant login

[Ed Leatherman]

I've had some weird, rare occasions where i've had to disassociate the
device or profile from the rmjtapi app user and re-associate them. I'd
suggest you try that if you haven't already just as a quick thing to do,
although that won't tell you a root cause.

On Tue, Sep 15, 2015 at 10:21 AM, abbas wali <abbaseo at gmail.com> wrote:

> Sorry that will mean !!
>
>
>
> *From:* Ryan Huff [mailto:ryanhuff at outlook.com]
> *Sent:* 15 September 2015 15:18
>
> *To:* abbas wali <abbaseo at gmail.com>; cisco-voip at puck.nether.net
> *Subject:* RE: [cisco-voip] UCCX 9 EM agents cant login
>
>
>
> Have is the subsystem in partial service?
> ------------------------------
>
> From: abbaseo at gmail.com
> To: ryanhuff at outlook.com; cisco-voip at puck.nether.net
> Subject: RE: [cisco-voip] UCCX 9 EM agents cant login
> Date: Tue, 15 Sep 2015 15:11:33 +0100
>
> 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 <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
> To: ryanhuff at outlook.com; 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 <ryanhuff at outlook.com>]
> *Sent:* 15 September 2015 14:35
> *To:* abbas wali <abbaseo at gmail.com>; 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
> To: 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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>


-- 
Ed Leatherman
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