[cisco-voip] UCCX 9 EM agents cant login

Wed Sep 16 09:11:24 EDT 2015

My last thought here would be that if you've recently had to reboot the cluster (due to replication/database issues) and now you had this strange anomaly where CTI control got out of step randomly; could be symptoms of other, less transparent issues.

I would do a heath check on my UC enterprise

Completely vet forward and reverse DNS lookups for my entire UC domainEnsure all publishers are synced with a reliable NTP clockCisco recommends Cisco IOS or Linux based NTP services for Unified Communications at Stratum-1, Stratum-2 or Stratum-3Verify my IP phone networks have access to DNS that can do forward and reverse lookups on the entire UC domainVerify there isn't any unusually high latency between UC servers ... etc

Thanks,

RYan

Date: Wed, 16 Sep 2015 13:38:07 +0100
From: abbaseo at gmail.com
To: christine.see.evans at chemeketa.edu; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX 9 EM agents cant login

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
(503)589-7776

"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 +0100Thanks 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. NODoes the agent have the Standard CTI Role? YesDoes the agent have IPCCX defined in their profile? YesDoes the agent have CTI control of the phone? YesDoes the agent have control of the EM. profile? YesIs 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,

RyanFrom: 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 +0100That 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>; 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,

RyanFrom: 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 loginHi 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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