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<body class='hmmessage'><div dir='ltr'>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.<br><br>I would do a heath check on my UC enterprise<br><br><ul><li>Completely vet forward and reverse DNS lookups for my entire UC domain</li><li>Ensure all publishers are synced with a reliable NTP clock</li><ul><li>Cisco recommends Cisco IOS or Linux based NTP services for Unified Communications at Stratum-1, Stratum-2 or Stratum-3</li></ul><li>Verify my IP phone networks have access to DNS that can do forward and reverse lookups on the entire UC domain</li><li>Verify there isn't any unusually high latency between UC servers ... etc</li></ul><br><BR>Thanks,<BR><br><BR>RYan<br><BR><br><div><hr id="stopSpelling">Date: Wed, 16 Sep 2015 13:38:07 +0100<br>From: abbaseo@gmail.com<br>To: christine.see.evans@chemeketa.edu; cisco-voip@puck.nether.net<br>Subject: Re: [cisco-voip] UCCX 9 EM agents cant login<br><br><div dir="ltr"><div class="ecxgmail_default" style="font-family:tahoma,sans-serif;color:rgb(0,0,0);">thanks Christine/Ryan,<br><br></div><div class="ecxgmail_default" style="font-family:tahoma,sans-serif;color:rgb(0,0,0);">Cluster rebooted last time due to some db sync issues but its been fine since then. talking about 3/4 weeks back that was.<br><br></div><div class="ecxgmail_default" style="font-family:tahoma,sans-serif;color:rgb(0,0,0);">could have restarted the RIS Data Collector. but at this time creating and recreating new profiles will do.<br><br></div><div class="ecxgmail_default" style="font-family:tahoma,sans-serif;color:rgb(0,0,0);">thanks all.<br></div><div class="ecxgmail_default" style="font-family:tahoma,sans-serif;color:rgb(0,0,0);"><br></div></div><div class="ecxgmail_extra"><br><div class="ecxgmail_quote">On 15 September 2015 at 23:17, Christine See-Evans <span dir="ltr"><<a href="mailto:christine.see.evans@chemeketa.edu" target="_blank">christine.see.evans@chemeketa.edu</a>></span> wrote:<br><blockquote class="ecxgmail_quote" style="border-left:1px #ccc solid;padding-left:1ex;"><div dir="ltr">Delete the EM Profile then rebuild the profile, do the associations in both CUCM and UCCX, CTI re-start. <br><br>Check the version for your agent/supervisor CAD desktop for your version of CUCM/UCCX (if you have them). Uninstall, re-install, restart.<br><br>That's my last ditch effort.<br></div><div class="ecxgmail_extra"><br clear="all"><div><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div dir="ltr"><div><div><div><div><div><font size="2"><span style="font-family:verdana,sans-serif;"><b><br><br><br>Christine See-Evans</b></span></font>, BCS, MBA<br></div><span style="font-family:verdana,sans-serif;"><i>Network Analyst</i><br></span></div><span style="font-family:verdana,sans-serif;"><font size="2">Chemeketa Community College</font><br></span></div><span style="font-family:verdana,sans-serif;">4000 Lancaster Drive NE,<br></span></div><span style="font-family:verdana,sans-serif;">Salem, OR 97305</span><br></div><a href="mailto:cseeevan@chemeketa.edu" target="_blank">christine.see.evans@chemeketa.edu</a><br><a href="mailto:cseeevan@chemeketa.edu" target="_blank">(503)589-7776</a><br><br><br><br><div style="font-family:georgia,serif;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;color:rgb(0,0,0);font-size:1.1em;line-height:1.5em;"> <span style="font-family:georgia,serif;font-style:normal;font-variant:normal;letter-spacing:normal;line-height:18.4599990844727px;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;color:rgb(0,0,0);font-weight:bold;padding-left:12px;font-size:1.1em;"><span></span></span><br><div style="font-family:georgia,serif;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;color:rgb(0,0,0);font-size:1.1em;line-height:1.5em;"><span style="color:rgb(0,0,0);font-weight:bold;font-size:1.1em;">"</span>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.<span style="color:rgb(0,0,0);font-weight:bold;">"</span></div><br style="color:rgb(102,102,102);font-family:georgia,serif;font-size:13px;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;line-height:18.4599990844727px;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;"><br style="color:rgb(102,102,102);font-family:georgia,serif;font-size:13px;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;line-height:18.4599990844727px;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;"><span style="font-family:georgia,serif;font-style:normal;font-variant:normal;letter-spacing:normal;line-height:18.4599990844727px;text-align:left;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;color:rgb(0,0,0);font-weight:bold;padding-left:12px;font-size:1.1em;">¯ Jonathan Sacks<span> <br></span></span></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div><div><div class="h5">
<br><div class="ecxgmail_quote">On Tue, Sep 15, 2015 at 11:23 AM, abbas wali <span dir="ltr"><<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>></span> wrote:<br><blockquote class="ecxgmail_quote" style="border-left:1px #ccc solid;padding-left:1ex;"><div lang="EN-GB"><div><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">Cti restarts and profile+ device re association been done already. No luck. <u></u><u></u></span></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"><u></u> <u></u></span></p><p class="ecxMsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US"> Ryan Huff [mailto:<a href="mailto:ryanhuff@outlook.com" target="_blank">ryanhuff@outlook.com</a>] <br><b>Sent:</b> 15 September 2015 18:46<br><b>To:</b> <a href="mailto:ealeatherman@gmail.com" target="_blank">ealeatherman@gmail.com</a>; <a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a><br><b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a></span></p><div><div><br><b>Subject:</b> Re: [cisco-voip] UCCX 9 EM agents cant login<u></u><u></u></div></div><BR><div><div><p class="ecxMsoNormal"><u></u> <u></u></p>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.<u></u><u></u><BR>Thanks,<u></u><u></u><BR>Ryan<u></u><u></u><BR><p class="ecxMsoNormal" style=""><br><br>-------- Original Message --------<br>From: Ed Leatherman <<a href="mailto:ealeatherman@gmail.com" target="_blank">ealeatherman@gmail.com</a>><br>Sent: Tuesday, September 15, 2015 01:36 PM<br>To: abbas wali <<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>><br>Subject: Re: [cisco-voip] UCCX 9 EM agents cant login<br>CC: Ryan Huff <<a href="mailto:ryanhuff@outlook.com" target="_blank">ryanhuff@outlook.com</a>>,Cisco VOIP <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><u></u><u></u></p><div><p class="ecxMsoNormal">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.<u></u><u></u></p></div><div><p class="ecxMsoNormal"><u></u> <u></u></p><div><p class="ecxMsoNormal">On Tue, Sep 15, 2015 at 10:21 AM, abbas wali <<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>> wrote:<u></u><u></u></p><blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0cm 0cm 0cm 6.0pt;"><div><div><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">Sorry that will mean !! </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><div><div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0cm 0cm 0cm;"><p class="ecxMsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US"> Ryan Huff [mailto:<a href="mailto:ryanhuff@outlook.com" target="_blank">ryanhuff@outlook.com</a>] <br><b>Sent:</b> 15 September 2015 15:18</span><u></u><u></u></p><div><div><p class="ecxMsoNormal"><br><b>To:</b> abbas wali <<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>>; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> RE: [cisco-voip] UCCX 9 EM agents cant login<u></u><u></u></p></div></div></div></div><div><div><p class="ecxMsoNormal"> <u></u><u></u></p><div><p class="ecxMsoNormal" style=""><span style="font-family:"Calibri",sans-serif;">Have is the subsystem in partial service?</span><u></u><u></u></p><div><div class="ecxMsoNormal" style="text-align:center;" align="center"><span style="font-family:"Calibri",sans-serif;"><hr align="center" size="2" width="100%"></span></div><p class="ecxMsoNormal" style=""><span style="font-family:"Calibri",sans-serif;">From: <a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a><br>To: <a href="mailto:ryanhuff@outlook.com" target="_blank">ryanhuff@outlook.com</a>; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>Subject: RE: [cisco-voip] UCCX 9 EM agents cant login<br>Date: Tue, 15 Sep 2015 15:11:33 +0100</span><u></u><u></u></p><div><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">Thanks Ryan, </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">We have a dozen of other users who can login to them phones without any issues. Even I can do it on my CIPC </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">But these new 3 agents cant. </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><div><div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0cm 0cm 0cm;"><p class="ecxMsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US"> Ryan Huff [<a href="mailto:ryanhuff@outlook.com" target="_blank">mailto:ryanhuff@outlook.com</a>] <br><b>Sent:</b> 15 September 2015 15:05<br><b>To:</b> abbas wali <<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>>; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> RE: [cisco-voip] UCCX 9 EM agents cant login</span><u></u><u></u></p></div></div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">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.<br><br>I would check these items;<br><br>Agent/phone checks;</span><u></u><u></u></p><ul><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Make sure the RmCM user/password hasn't changed from what UCCX has recorded.<span style="color:#1f497d;"> NO</span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Does the agent have the Standard CTI Role?<span style="color:#1f497d;"> Yes</span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Does the agent have IPCCX defined in their profile?<span style="color:#1f497d;"> Yes</span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Does the agent have CTI control of the phone?<span style="color:#1f497d;"> Yes</span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Does the agent have control of the EM. profile?<span style="color:#1f497d;"> Yes</span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Is the physical phone associated to the RMCM user?<span style="color:#1f497d;"> Yes ( currently to log them in I am using my soft phone which is associated with RMCM user )</span></span><u></u><u></u></li></ul><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"><br><br>Server checks;<span style="color:#1f497d;"> yes as many other agent can login and are talking calls. </span></span><u></u><u></u></p><ul><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">DNS ... (are forward and reverse lookups working correctly)<span style="color:#1f497d;"> </span></span><u></u><u></u></li><li class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">NTP ... NTP still working?</span><u></u><u></u></li></ul><p class="ecxMsoNormal" style=""><span style="font-family:"Calibri",sans-serif;"><br><br>Thanks,<br><br><br>Ryan</span><u></u><u></u></p><div><div class="ecxMsoNormal" style="text-align:center;" align="center"><span style="font-family:"Calibri",sans-serif;"><hr align="center" size="2" width="100%"></span></div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">From: <a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a><br>To: <a href="mailto:ryanhuff@outlook.com" target="_blank">ryanhuff@outlook.com</a>; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>Subject: RE: [cisco-voip] UCCX 9 EM agents cant login<br>Date: Tue, 15 Sep 2015 14:53:54 +0100</span><u></u><u></u></p><div><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">That is the case, the DN is exclusive only to the profile - its not used on any phy. Phone. </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">does anyone know, if want to get traces from RTMT which option should I use i.e. Cisco Call Manager will suffice ?</span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;">thanks </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d;"> </span><u></u><u></u></p><div><div style="border:none;border-top:solid #e1e1e1 1.0pt;padding:3.0pt 0cm 0cm 0cm;"><p class="ecxMsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;" lang="EN-US"> Ryan Huff [<a href="mailto:ryanhuff@outlook.com" target="_blank">mailto:ryanhuff@outlook.com</a>] <br><b>Sent:</b> 15 September 2015 14:35<br><b>To:</b> abbas wali <<a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a>>; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> RE: [cisco-voip] UCCX 9 EM agents cant login</span><u></u><u></u></p></div></div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Since you mention using extension mobility ....<br><br>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.<br><br><br>Thanks,<br><br>Ryan</span><u></u><u></u></p><div><div class="ecxMsoNormal" style="text-align:center;" align="center"><span style="font-family:"Calibri",sans-serif;"><hr align="center" size="2" width="100%"></span></div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">From: <a href="mailto:abbaseo@gmail.com" target="_blank">abbaseo@gmail.com</a><br>To: <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>Date: Tue, 15 Sep 2015 13:54:13 +0100<br>Subject: [cisco-voip] UCCX 9 EM agents cant login</span><u></u><u></u></p><div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Hi all, </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Urgent issue here.</span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Ext Mob. Enabled agents cant login. Getting "Login failed due to a configuration error with your phone and JTAPI or UCM. Contact your admin.."</span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">The users profile is in the controlled list for RM application user. </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">The phone they are loggin in - is used by other agents with their profiles and they can get through. </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Not sure what else I can check. </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Please help !!</span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"> </span><u></u><u></u></p><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;">Thanks </span><u></u><u></u></p></div><p class="ecxMsoNormal"><span style="font-family:"Calibri",sans-serif;"><br>_______________________________________________ cisco-voip mailing list <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a> <a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a></span><u></u><u></u></p></div></div></div></div></div></div></div></div></div></div></div></div><p class="ecxMsoNormal" style=""><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><u></u><u></u></p></blockquote></div><p class="ecxMsoNormal"><br><br clear="all"><u></u><u></u></p><div><p class="ecxMsoNormal"><u></u> <u></u></p></div><p class="ecxMsoNormal">-- <u></u><u></u></p><div><p class="ecxMsoNormal">Ed Leatherman<u></u><u></u></p></div></div></div></div></div></div><br>_______________________________________________<br>
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</blockquote></div><br><br clear="all"><br>-- <br><div class="ecxgmail_signature"><div dir="ltr"><font style="font-family:comic sans ms,sans-serif;color:rgb(51,102,255);" size="4"><span style="color:rgb(238,238,238);"><span style="background-color:rgb(153,153,153);"><u><b><font size="4"><font face="times new roman,serif">Abbas Wali</font></font></b></u><span></span></span></span><br></font><div><div><font style="font-family:comic sans ms,sans-serif;color:rgb(51,102,255);" size="4"><span><span style="background-color:rgb(255,0,0);"></span></span></font></div></div></div></div>
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