01-04-2018 11:06 PM - edited 03-14-2019 05:48 PM
Hi All,
Hope all are doing great,
We are facing a issue that CRM phone control does not allow any agent to login. Previously we have 7945 phones with same profiles and there is no error but when we installed new model of phones it does not accept agent login on webcrm page. Please help me to fix this issue.
Summary:
>>Not error for 7945 phones: agent can login and accept calls as per skills
>> Error for 8841 new Phones: agent can login on Physical phones by Extension Mobility but not on webcrm phone control page
Please check attachment also.
Appreciated for quick response
Thank you
Arjun Kamble
Solved! Go to Solution.
01-05-2018 05:09 AM
Hi There,
Please make sure the Application User on CUCM for the JTAPI has the below roles added:
Standard CTI Enabled
Standard CTI Allow Call Monitoring
Standard CTI Allow Control of Phones supporting Connected Xfers and Conference
Apart from above, you can check who is already logged into that exetension using OPC test.
Perform OPC test on Agent PG using below Comman
opctest /cust <instance name> /node <node name i.e pg1a or pg5b>
once you are in OPC test run below command to get the agent detail already logged into the extension
la <PerioheralID> /extension <EXT NUMBER>
you can also collect the Agent PG logs and check in PIM and JGW traces to see what error you are seeing there.
01-05-2018 04:23 AM
are you using the same device profiles?
how many devices (phones & device profiles) have the same extension configured?
do you allow the same extension mobility profile to log in multiple times?
01-05-2018 05:09 AM
Hi There,
Please make sure the Application User on CUCM for the JTAPI has the below roles added:
Standard CTI Enabled
Standard CTI Allow Call Monitoring
Standard CTI Allow Control of Phones supporting Connected Xfers and Conference
Apart from above, you can check who is already logged into that exetension using OPC test.
Perform OPC test on Agent PG using below Comman
opctest /cust <instance name> /node <node name i.e pg1a or pg5b>
once you are in OPC test run below command to get the agent detail already logged into the extension
la <PerioheralID> /extension <EXT NUMBER>
you can also collect the Agent PG logs and check in PIM and JGW traces to see what error you are seeing there.
01-05-2018 08:23 AM
Thanks for response Steven,
We are using extension mobility for all agents but individual directory numbers assigned them. User or EM profiles are working fine on 7945 phone model but not on 8841. Is there any solutions
01-05-2018 02:41 PM
01-07-2018 09:28 AM
01-07-2018 11:55 PM
Hi, What is the error message you are seeing on phone when trying to login to extension mobility?
i hope you would have done the basic extension mobility configuration correctly (i.e phone is subscribe to the EM service, the device profile is under control of End user etc.)
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