Cisco Agent login

[knowlerp]

Hi

I have a user (on CCM and IPCC express) who gets the message "Unable to login - not a recognised agent"

I have searched the online docs etc and can find nothing that relates to "Not a recognised agent"

Can anyone suggest where to start looking into this.

PS she could log in ok until a couple of days ago.

Thanks

[venkasub]

Hi,

Take a look at the section "Cisco Agent Desktop Problem" from the below "Troubleshooting Cisco CRA Guide" which describes common problems with the Cisco Agent Desktop. For additional troubleshooting information about the Cisco Agent Desktop, refer to Service Information—Cisco Desktop Product Suite 4.5 (ICD).

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/trbshoot.pdf

Service Information—Cisco Desktop Product Suite 4.5 (ICD).

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/service.pdf

If the above doesn't help, please open a TAC case and provide the MIVR logs with debug level set to SS_TEL, SS_RM, SS_RMCM, SS_CM and agent.dbg trace with level 204 set will give more info.

Set the trace Level=204 in file C:\Program Files\Cisco\Desktop\config\fastcalllocal.ini

[Program Log]

Path=..\log\agent.log

Size=300000

[Debug Log]

Path=..\log\agent.dbg

Size=300000000

Level=204

The agent.dbg trace file will be in the C:\Program Files\Cisco\Desktop\log folder..

Regards

Venkat