Facing Cisco Finesse Login issue in UCCE Setup

[Vijay Patil]

I am facing issue with the Cisco Finesse Login Getting an Error msg,

"The Device associated with that extension or dial number is invalid"

We are using Cisco Finesse Version 10.5

Cisco ICM 10.5

Cisco CUCM 10.5

We configured PG1a as CUCM in ICM with Peripheral  ID 5000

CTI server configured port no. 42027

DB Port 1433

In CUCM created Application user Named as "ICM61" where we added IP Phone Devices in associated device option

[Ramamoorthy Shanmugam]

Is it new or old setup .

 If new please check the below settings.

1. ICM configuration manager – List tools – Agent Target rule – check the Routing CUCM routing client entry and Extension range
2. ICM configuration manager –Explorer Tools – PG Explorer – Advanced – Check agent targeting rule mode * Rule Preferred
3. CUCM – go to PG application user and check the Groups and roles – add * Standard CTI related groups
4. Check Agent PG – Jtapi and PIM status
5. Download Jtapi client from CUCM and install in agent PG
6. Cisco Finesse cfadmin page – check domain, user name and password is correct

If it is old setup

Remove the device from CUCM  PG user under controlled devices list

Restart the phone

Add it again into PG user

Try to login

If not succeed , please share  Jtapi and CTI server dump logs.

[Vijay Patil]

Hello Rama,

    ICM configuration manager – List tools – Agent Target rule – check the Routing CUCM routing client entry and Extension range
    Yes in Routing CUCM Client CUCM_RC & VRU_RC are already added.
    Extension Range also already configured from 4000 to 5000
    


    ICM configuration manager –Explorer Tools – PG Explorer – Advanced – Check agent targeting rule mode * Rule Preferred
    In CUCM_PG -> Advanced Tab -> Agent Targeting mode -> Rule Preferred

    CUCM – go to PG application user and check the Groups and roles – add * Standard CTI related groups
    Below are the roles already configured
    Standard CTI Alloaw Call Monitoring
    Standard CTI Alloaw Control of All Devices
    Standard CTI Enabled


    Check Agent PG – Jtapi and PIM status
    UP & Active

    Download Jtapi client from CUCM and install in agent PG
    Same was already configured..re installation done once again

    Cisco Finesse cfadmin page – check domain, user name and password is correct
    Domain Name, User Name ,Password are correct

[Shalid Kurunnan Chalil]

Hi Vijay, 

could you please let us know if it for a single agent or complete setup? 

If it single agent, all of the check has completed as Rama mentioned, did you try to de-associate the IP phone in question from ICM JTAPI user and re-associate it? 

if still got the problem, I suggest you perform the PG reboot on both sides. 

Regards,

Shalid 

[Vijay Patil]

Hello Shahid,

Along with the previous steps that was checked ..i also checked but issue still persist.

1. de-associate the IP phone in question from ICM JTAPI user and re-associate it

2. PG reboot on both sides. 

Issue got resolved after performing below steps , thanks for your support

On CUCM > Device > Device Settings > Common Device Configuration > Add New > Under Common Device Configuration Information > IP addressing Mode > Change it from 'IPv4 and IPv6' to IPv4 Only.

And apply the newly create common device configuration to a phone and retry logging in.

[@Syed · Accepted solution]

Hi, 

Try the below and see if that helps.

On CUCM > Device > Device Settings > Common Device Configuration > Add New > Under Common Device Configuration Information > IP addressing Mode > Change it from 'IPv4 and IPv6' to IPv4 Only.

And apply the newly create common device configuration to a phone and retry logging in.

[Vijay Patil]

Hello Syed,

After performing the said steps by you ..issue resolved now ...thanks

[@Syed]

No problem.

I’m happy that issue got resolved