Finesse IP phone agent not allowing to Softkeys

[Nishad Ismail]

Hi All,

We enabled Finesse IPPA service on the Cisco 7821 phone ,after this cisco IP phone not usable for anything

Finesse screen always pop-up in the screen and its annoying ,Soft key will come for glance ,then immediately Finesse screen comes

When I turn off the finesse service in the phone ,The phone works normally without any issues

Not able make (outgoing calls, Conference call ,Not able to make new calls after holding..etc),When I press setting button finesse screen goes for second and immediately again popups

- UCCX version 11.0.1.10000-75

- CUCM version  11.0.1.21900-11

- Phone model 7821 phone.

- Firmware sip78xx.10-3-1-12 & sip78xx.11-0-1-11(Upgraded as well)

- Phone softkey template : Standard user

Need your suggestions & support

Regards,

 Nishad KI

[John]

I have this same issue with Cisco 8851's and FIPPA. Our workaround is to hit the line key to hide the agent application. The agent can then switch back to the application as needed using a service button assigned. Not the greatest solution but it is working.

[Jonathan Schulenberg]

John is correct and this design is not new to Finesse IPPA. Assuming that the CAD IPPA was configured correctly with Application User credentials within Desktop Administrator it would do the same thing. The 7900 phones made this a little more obvious because they show a tab at the top of the screen for the various things that are "open".

[Nishad Ismail]

Dear Jonathan Schulenberg,

Application user is configured properly and applied in Finesse administration

I used the CAD IPPA in Cisco 7900 series ,It was working properly

Even When click the Line button immediately Finesse screen comes in the phones screen and not allowing to type the numbers

I attached Packet capture & Console logs

Calling Number :7481

Called Number(Agent Number) :7440

Finesse Agent Login :12:00

Incoming call :12:54 ,13:01

Trying to make outgoing call :13:03

Regards,

Nishad KI

[janderson2556]

Has anyone been able to look at this and find a resolution?