Cannot change agent state because the phone is out of service.

[kimdhinsung]

cisco unified communication manger express

Remote site agents are getting the error "Cannot change agent state because the phone is out of service." But the phone is operational.

No network changes have occured so this has me confused as these agents were working yesterday. Anyone ever experience this?

Thanks in advance.

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[Gajanan Pande]

Kim,

1. What is CME & UCCX version ?

2. When you say, The remote site phone is operational, is it registered to CME or SRST router ?

3. Is that CAD or IPPA ? Version details pls.

GP.

[kimdhinsung]

1. What is CME & UCCX version ?

2. When you say, The remote site phone is operational, is it registered to CME or SRST router ?

3. Is that CAD or IPPA ? Version details pls.

1. 7.0(1)SR05_build504

2. cme

3. ippa

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[anchoudh]

Hi Kim,

We have seen this issue in our lab.

But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.

-----------------

voice register global

mode cme

max-dn 720

max-pool 262

load 7960-7940 P00308000500

authenticate presence

authenticate register

tftp-path flash:

create profile sync 0022049925121368

ephone-dn 5

number 1005

allow watch

session-server 1

exit

----------------

Hope it helps.

Anand

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[kimdhinsung]

config

voice register global

mode cme

source-address 10.10.10.10 port 5060

max-dn 144

max-pool 30

authenticate presence

authenticate register

create profile sync 0002783280930221

!

ephone-dn 1 dual-line

session-server 1

number 8280300 no-reg both

label 300

description 8280300

name 300

allow watch

huntstop channel

no huntstop

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[anchoudh]

Hi Kim,

Could you please ask one of the Agent to login again in CAD by lifting the handset of the phone and put it back, let me know the result of this test.

Thanks,

Anand

[anchoudh]

Hi Kim,

Is this issue solved now? Any updates?

Thanks,

Anand