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<div>Some thoughts ...</div>
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<div id="AppleMailSignature">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).</div>
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<div id="AppleMailSignature">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.</div>
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<div id="AppleMailSignature">-Ryan</div>
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On Sep 14, 2016, at 3:05 PM, Jason Aarons (AM) <<a href="mailto:jason.aarons@dimensiondata.com">jason.aarons@dimensiondata.com</a>> wrote:<br>
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<p class="MsoNormal"><span style="color:#1F497D">Anyone seen this?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><image002.jpg><o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">These are the versions we are dealing with:<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">PCCE : 11.0.2<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Finesse : 11.0.1<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">CUCM: 10.5.1.11901-1<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">engaged a PCCE Engineer and they collected PG logs for the re created problem on Linelle’s finesse/phone.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">The logs indicate getting a “Device unregistered” system event being received by the PG from the CUCM
<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">Based on these logs, PCCE engineer then open a collaboration with CUCM team.
<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">I provided related/requested CUCM logs to the new CUCM engineer<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">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<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">A second/recent set of logs were requested and they were provided to TAC, with similar result
<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">TAC then requested logs for a working scenario, collected logs for the working scenario, they have been provided to TAC CUCM Team.<o:p></o:p></span></p>
<p class="MsoListParagraph" style="text-indent:-.25in;mso-list:l0 level1 lfo2"><!--[if !supportLists]--><span style="font-family:Wingdings;color:#1F497D"><span style="mso-list:Ignore">Ø<span style="font:7.0pt "Times New Roman"">
</span></span></span><!--[endif]--><span style="color:#1F497D">TAC is currently analyzing the working scenario logs to do a comparison with the non-working to get any clues on the root cause.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">We are still on with TAC on this live call continuing to troubleshoot.<o:p></o:p></span></p>
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