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 <[email protected]> Sent: Tuesday, September 15, 2015 01:36 PM To: abbas wali <[email protected]> Subject: Re: [cisco-voip] UCCX 9 EM agents cant login CC: Ryan Huff <[email protected]>,Cisco VOIP <[email protected]> >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 <[email protected]> wrote: > >Sorry that will mean !! > > > >From: Ryan Huff [mailto:[email protected]] >Sent: 15 September 2015 15:18 > > >To: abbas wali <[email protected]>; [email protected] >Subject: RE: [cisco-voip] UCCX 9 EM agents cant login > > > >Have is the subsystem in partial service? > >From: [email protected] >To: [email protected]; [email protected] >Subject: RE: [cisco-voip] UCCX 9 EM agents cant login >Date: Tue, 15 Sep 2015 15:11:33 +0100 > >Thanks 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:[email protected]] >Sent: 15 September 2015 15:05 >To: abbas wali <[email protected]>; [email protected] >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, > > >Ryan > >From: [email protected] >To: [email protected]; [email protected] >Subject: RE: [cisco-voip] UCCX 9 EM agents cant login >Date: Tue, 15 Sep 2015 14:53:54 +0100 > >That 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:[email protected]] >Sent: 15 September 2015 14:35 >To: abbas wali <[email protected]>; [email protected] >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, > >Ryan > >From: [email protected] >To: [email protected] >Date: Tue, 15 Sep 2015 13:54:13 +0100 >Subject: [cisco-voip] UCCX 9 EM agents cant login > >Hi 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 > > >_______________________________________________ cisco-voip mailing list >[email protected] https://puck.nether.net/mailman/listinfo/cisco-voip > > >_______________________________________________ >cisco-voip mailing list >[email protected] >https://puck.nether.net/mailman/listinfo/cisco-voip > > > > >-- > >Ed Leatherman >
_______________________________________________ cisco-voip mailing list [email protected] https://puck.nether.net/mailman/listinfo/cisco-voip
