[cisco-voip] UCCX 9 EM agents cant login

Tue Sep 15 14:23:22 EDT 2015

Cti restarts and profile+ device re association been done already. No luck. 

From: Ryan Huff [mailto:ryanhuff at outlook.com] 
Sent: 15 September 2015 18:46
To: ealeatherman at gmail.com; abbaseo at gmail.com
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX 9 EM agents cant login

If the cti service in ccm has lost the state of the device, reassociating the device as Ed suggests, or restarting the cti manager service in ccm is how I have resolved these types of issues before.

Thanks,

Ryan

-------- Original Message --------
From: Ed Leatherman <ealeatherman at gmail.com <mailto:ealeatherman at gmail.com> >
Sent: Tuesday, September 15, 2015 01:36 PM
To: abbas wali <abbaseo at gmail.com <mailto:abbaseo at gmail.com> >
Subject: Re: [cisco-voip] UCCX 9 EM agents cant login
CC: Ryan Huff <ryanhuff at outlook.com <mailto:ryanhuff at outlook.com> >,Cisco VOIP <cisco-voip at puck.nether.net <mailto:cisco-voip at puck.nether.net> >

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 <mailto:abbaseo at gmail.com> > wrote:

Sorry that will mean !! 

From: Ryan Huff [mailto:ryanhuff at outlook.com <mailto:ryanhuff at outlook.com> ] 
Sent: 15 September 2015 15:18

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

Have is the subsystem in partial service?

  _____  

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 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] 
Sent: 15 September 2015 15:05
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

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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-- 

Ed Leatherman

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