[cisco-voip] FW: Finesse Login Issues - Live TAC Case update

[Jason Aarons (AM)]

Thanks for your response. Just wanted to let you know for your curiosity, that this was all solved after removing “multi line” mode form PCCE. It had to do with PCCE monitoring multiple lines on the agent phones..


From: Ryan Huff [mailto:ryanhuff at outlook.com]
Sent: Wednesday, September 14, 2016 15:16
To: Jason Aarons (AM) <jason.aarons at dimensiondata.com>
Cc: cisco-voip (cisco-voip at puck.nether.net) <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] FW: Finesse Login Issues - Live TAC Case update


Some thoughts ...

Are the agent lines shared (shared with an CIPC for example) or are the agent lines duplicated (but in separate partitions and both partitions are reachable to the CTI ports).

Outside of a legitimate CTI service issue, sounds like CCM is reporting the line unregistered because the first instance of the line CTI Manager finds is unregistered (I.e unassigned DN in a separate partition ... etc). If lines were recently deleted, the CTI services may need bounced, then peripheral gateway.

-Ryan

On Sep 14, 2016, at 3:05 PM, Jason Aarons (AM) <jason.aarons at dimensiondata.com<mailto:jason.aarons at dimensiondata.com>> wrote:

Anyone seen this?

We have a new PCCE integration with CUCM and some of the users are not able to log into finesse with the following error, until the phone is rebooted and then they can.

<image002.jpg>

These are the versions we are dealing with:

PCCE : 11.0.2
Finesse : 11.0.1
CUCM: 10.5.1.11901-1


?  engaged a PCCE Engineer and they collected PG logs for the re created problem on Linelle’s finesse/phone.

?  The logs indicate getting a “Device unregistered” system event being received by the PG from the CUCM

?  Based on these logs, PCCE engineer then open a collaboration with CUCM team.

?  I provided related/requested CUCM logs to the new CUCM engineer

?  CUCM engineer analyzed them and found nothing out of the ordinary, no error messages sent. Phone did not show any signs of reboot either on the phone log messages

?  A second/recent set of logs were requested and they were provided to TAC, with similar result

?  TAC then requested logs for a working scenario, collected logs for the working scenario, they have been provided to TAC CUCM Team.

?  TAC is currently analyzing the working scenario logs to do a comparison with the non-working to get any clues on the root cause.

We are still on with TAC on this live call continuing to troubleshoot.


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