Cisco Contact Center Express Agent Login Not Working

[Mike Shoop]

We have Cisco Contact Center Express Rls 10.5

We have set up an applications, all the details, Skills, groups, etc, including the End User definitions in the Call Manager.

We are using a script borrowed from another app, but not really fully defined yet.

At this time we are testing the Agent Desktop s/w, trying to log in an Agent to the Agt Desktop and we're constantly getting the login credentials error.

We could sure use a clue about where to look for the cause of this problem!!

Also, In Contact Center Express Administration, where you see "RmCm Wizard" or just RmCm, what does RmCm stand for?

[chrishill.work]

Have you verified the following...

"IPCC extension" is populated under the user account in Call Manager?

The phone is associated to the user account?

The phone is controlled by the JTAPI user configured in UCCX?

[Mike Shoop]

IPCC is populated - this is the DN of the actual telephone that is associated to user, right?

Phone is associated.

How do you configure the JTAPI?

[chrishill.work]

IPCC is populated - this is the DN of the actual telephone that is associated to user, right?

Yes

When you configure UCCX integration you should have created a RM JTapi user. This user is built in Call Manager and is used to control the agent phone. In order for the JTapi user to control phone the agent phone must be associated to the JTapi user for CTI control to occur.

[Mike Shoop]

We're working on this, just not as familiar as we need to be - we're in Call Manager/User Mgmt/App Users....seeing several users, each associated with CCX, including the association of Route Points to one of the user accounts.

Do we need an Application User account dedicated to each telephone or just associate all the sets in this one group (7 phones) to a single Application User Account?

This is a long standing CCX installation, but has not been used for a year or more. So there were already users, accounts, etc. set up from the past.

So far we're still getting the error that says:

"The combination of user ID, password, and extension is invalid."

[Mike Shoop]

screenshot attached.

[Mike Shoop]

Very grateful btw, for your help with this. I believe your answer is correct, just not sure we're executing correctly.

[chrishill.work · Accepted solution]

to find the user go here via the UCCX administration page

system

then

cisco unified cm configuration

you should see these accounts AXL, RMCM and JTAPI

and of course no problem I hope it helps

[Mike Shoop]

OK – we’ve learned that we’re running only on one server, - one is out of date, replication is not happening. Troubleshooting that now. Will get back to you once the locals get both servers working again.

When you synchronize the ‘Directory Service’ is it synchronizing between the CUCM and the CCX, or is it between the two CCX servers?

Is it ok to go ahead and Synchronize the Directory Service with replication not happening between the servers, and the one server being out of date?

thanks

[Mike Shoop]

I do see the accounts you indicated: axl,telephony-ss, and rmcm-ss.

What does RmCm stand for btw.?

[chrishill.work · Accepted solution]

Just one user for all phones. You should see it in the UCCX admin page.

Try this

login to  

cisco Desktop Administrator page  

goto

service configuration

select synchronize from below

synchronize directory service 

If this successfully completes try logging in again. If it does not you need to check your user account