Agents can't log in -- JAL error

[ronupcdef]

Just upgraded Contact Center Express from 7.01 build 168 to build 504.  Agents receiving the join-across-lines error.  Re-optioned phones, reset, restarted CAD and Node Manager.  Still receiving same error when agents logging in.  Any help?

[shirpati · Accepted solution]

try the below link,

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a00801786cb.shtml#Jal

Error: You cannot login because the phone is JAL-enabled

After upgrading Cisco Unified Communications Manager from 6.x to 7.x,  the login to the Cisco Agent Desktop is not possible. This error  message is received:

You cannot login because the phone is JAL-enabled.  
        JAL-enabled phones are not compatible with CAD.

Solution

The CCX 7.0 SR4 release notes describe this as an expected behavior with CUCM 7.1.3 in two cases.

"Preventing agent login if JAL or DTAL is enabled on the agent phone  with Unified CCM 7.1(3) Agent cannot log in to CAD/CAD-BE/IPPA service,  if JAL (Join Across Lines) or DTAL (Direct Transfer Across Line) is  enabled on the agent phone, with Unified CM 7.1(3) or later."

The root cause is that UCCX 7 currently does not support JAL phones.  You need to turn off the JAL parameter in Cisco Unified Comunication  Manager to make the agents work again. Complete these steps:

1. Navigate to the Phone Configuration window by choosing Device > Phone from the Cisco Unified Communications Manager Administration page.

2. For the Join Across Lines option (also in the Device Information portion of the window), choose Off.

or

Go to callmanager administration page >  system  >  service parameters , select the server and in the "service" box , select the "Cisco CallManager" > find "join Across Lines Policy" entry and choose "off".

[ronupcdef]

For some reason method number 1 did not work despite everything we could do.  Turning off JAL at the Call Manager and reseting the phones did work!  Thanks all is well.  Very strange.

[joesnyde]

After updating the agent devices, complete a Directory Sync from the Cisco Desktop Administrator.

See page 31 and 163

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf

In some cases you may need to stop and start all the cti managers in the call manager cluster.

Regards,

Joe