Cisco Finesse 11.6 is giving Error while answering calls

[Anoop Krishnan]

Cisco Finesse 11.6 is giving "Cannot perform Operation: CTI-71" while agent tries to answer a new incoming call on the browser.
Had tried logging the same Agent on a CTI desktop, it gives "The requested operation has been rejected, no specific details available" while answering the call.
Agent is using a hard phone Model 6921, and she gets this error irrespective on any PC or new Phone device she has been logged in to.

I had tried the Agent's credentials on my side using a CIPC and i was able to answer calls from finesse as well as dial out and conference.

Has Someone who had came across similar kind of error and issue and resolved it somehow?

[Andrew West]

On the physical phone is there a MRGL assigned or are you using Null List (everything not on a MRGL)

THough as I think about I cant remember if that is the 71 error or a different one. 

[Slavik Bialik]

Never come across this issue. Just make sure that for the CP-6921, in the Device settings in a setting named "Join And Direct Transfer Policy" you selected "Same line, across line disabled". It fixed few things for me for CP-6921, it was a while back ago, so I can't remember what exactly.

[geoff]

Agree with the "JAL" setting. Also IPv6 can be a problem, and make sure Max Calls = 2 and Calls Waiting = 1.

But the original poster should check the log files for the JTAPI gateway, the PIM, and the CTI Server. Often there is a clear reason written in one of the logs - sometimes one has more information than another.

Regards,

Geoff

[Anoop Krishnan]

Was already set to "Same Line Enable Only"for all phones in that series.

[Slavik Bialik]

No, try setting it to "Same line, across line disabled".

[Anoop Krishnan]

Agent was able to log in, after changing the phone to a 7821, and the error was no longer happening. 
I will be checking the console logs and the CTI logs for more clear picture. 

[bill.king1]

Did you ever find a clear root cause of this issue?