Agent Desktop Login

[sundayokpala]

One of our contact center Agents cannot login to the Agent Desktop.She is using Cisco ip Phone 7971G.She can login using ip phone 7961G. Other Agents in the contact center can login without problems though they are all using 7961G model.

Is this a configuration issue or Cisco Agent desktop selects ip phone to work with?

[sbilgi]

There are multiple reasons for an agent to be unable to login to the Cisco Agent Desktop. The document http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801786cb.shtml lists 4 possibles reasons for the same and the solutions for each.