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<div>Hi Ed, </div>
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<div>Make sure that the phone can reach the authentication URL. It must authenticate the telecaster user when is receives an XSI push to the phone. I would pull the phone console logs to be sure. Also, make sure web access is enabled on the phone. I think this
may have been defaulted to off between 7.x and 8.x CUCM. </div>
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<div>You can send me the Browser and IP Phone Agent logs and traces for a failed call at TRACE level and the MIVR logs. Just note the time of the call and the agent ID/extension and the ANI. </div>
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<div>Thank you, </div>
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<div>Ryan LaFountain</div>
<div>Unified Contact Center</div>
<div>Cisco Services</div>
<div>Direct: +1 919 392 9898</div>
<div>Email: rlafount@cisco.com</div>
<div>Hours: M – F 9:00am – 5:00pm</div>
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<span style="font-weight:bold">From: </span>Ed Leatherman <<a href="mailto:ealeatherman@gmail.com">ealeatherman@gmail.com</a>><br>
<span style="font-weight:bold">Date: </span>Monday, January 21, 2013 12:13 PM<br>
<span style="font-weight:bold">To: </span>Cisco VOIP <<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><br>
<span style="font-weight:bold">Subject: </span>[cisco-voip] IPPA doesn't get custom layout data while ringing after upgrade to ccx 8.5<br>
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<div dir="ltr">Anyone run into a problem with IP Phone agent after upgrading to UCCX 8.5?
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<div>We just upgraded from 7.0 to 8.5.</div>
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<div>We had one of our call centers configured to display the custom layout data so the agent could see which CSQ the call came from. Worked fine in v7.</div>
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<div>Now the data is still getting to the phone after the call begins but the agent has to push cdata a softkey to see it. So I believe the layout is configured correctly and in the script correctly, it just no longer pops when the phone is ringing.</div>
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<div>It seems like it could be a permissions issue where UCCX can't pop the data to the phone anymore. I checked that telecaster was still associated to the phones, and also looked in desktop admin to see if the telecaster user was still specified. I explicitly
set the password for that account to be sure but haven't yet restarted the CAD services (will do that tonight after they close). </div>
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<div>Curious if anyone else had run into this problem before.<br clear="all">
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-- <br>
Ed Leatherman<br>
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