[cisco-voip] UCCX 9 EM agents cant login

[abbas Wali]

thanks Christine/Ryan,

Cluster rebooted last time due to some db sync issues but its been fine
since then. talking about 3/4 weeks back that was.

could have restarted the RIS Data Collector. but at this time creating and
recreating new profiles will do.

thanks all.


On 15 September 2015 at 23:17, Christine See-Evans <
christine.see.evans at chemeketa.edu> wrote:

> Delete the EM Profile then rebuild the profile, do the associations in
> both CUCM and UCCX, CTI re-start.
>
> Check the version for your agent/supervisor CAD desktop for your version
> of CUCM/UCCX (if you have them). Uninstall, re-install, restart.
>
> That's my last ditch effort.
>
>
>
>
> *Christine See-Evans*, BCS, MBA
> *Network Analyst*
> Chemeketa Community College
> 4000 Lancaster Drive NE,
> Salem, OR 97305
> christine.see.evans at chemeketa.edu <cseeevan at chemeketa.edu>
> (503)589-7776 <cseeevan at chemeketa.edu>
>
>
>
>
> “Make space in your life for the things that matter, for family and
> friends, love and generosity, fun and joy. Without this, you will burn out
> in mid-career and wonder where your life went.”
>
>
> ― Jonathan Sacks
>
> On Tue, Sep 15, 2015 at 11:23 AM, abbas wali <abbaseo at gmail.com> wrote:
>
>> 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>
>> Sent: Tuesday, September 15, 2015 01:36 PM
>> To: abbas wali <abbaseo at gmail.com>
>> Subject: Re: [cisco-voip] UCCX 9 EM agents cant login
>> CC: Ryan Huff <ryanhuff at outlook.com>,Cisco VOIP <
>> 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> 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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>>
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>>
>>
>>
>>
>> --
>>
>> Ed Leatherman
>>
>> _______________________________________________
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>> cisco-voip at puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>


-- 
*Abbas Wali*
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