Login issue for Agents in UCCE environment

[Arjun Kamble]

Hi All,

We are facing issue with agents login in UCCE environment and It's issue with only new Cisco Phones which are CISCO - 7945G. Besides Agents are logging in on CRM webpage and all extensions are newly configured to the phones, old phones are working fine. Please help ASAP to solve an issue.

Error: Someone may already be logged into this extension.

Thank you,

Arjun

[Anoop Krishnan · Accepted solution]

Hi Arjun, 

What are you using as Agent Desktop ? CTIOS, CAD, Finesse

Did you check Supervisor desktop and check the status of the agent, if he/she has been already logged in?

Did you come across any heart-beat loss in your environment recently 

Regards, 

Anoop

[Arjun Kamble]

Hi Anoop,

Thank you to writing me, We are using Finesse for agent desktop and there was issue with Device profile associate with controlled devices in application user opt. I have done the same and re registered the phones.

Now all agents are logged in and working fine.

Can you please help me on CAD and CTIOS env? Because I know only the Finesse env and I want learn about the CAD and CTIOS.

Thank you,

Arjun Kamble

[Anoop Krishnan · Accepted solution]

Cisco Agent Desktop and CTIOS Desktop has been EOL/EOS from Cisco Side, but if you search online, you could find lot of documents to learn, as well as videos.

Regards,

Anoop

[Arjun Kamble · Accepted solution]

Sorry for late response due heavy work load.......... apologies for be waited

 

 

Again CRM issue as someone may be logged in with this extension

 

Hope you 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.

Note: We are using crm for agent login.

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

[Arjun Kamble · Accepted solution]

Hope you 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.

Note: We are using crm for agent login.

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

[Arjun Kamble]

Thanks Anoop for prompt response. We can get documents but in production env. we have to implement the changes. So please let me know   if any particular configuration changes are required

Thank you,

Arjun