one supervisor login issue on mobile skill manager CCX 9.0.

[niravpatel02]

 one supervisor login issue on mobile skill manager CCX 9.0. All other supervisors are able to access the same. Already verified the account lock and supervisor access part.

Error - Please ensure that you have entered valid username and password and the user has supervisor capability.

[Chris Deren]

So, the user can login to Supervisor CAD without any problems?

[niravpatel02]

No, she is not able to login on Supervisor desktop too. Giving error - Password incorrect. But she is able to use AD login to login on Cisco agent desktop.

As contact center is integrated via LDAP. Do multiple attempts would lock the AD account?

[Chris Deren]

Couple of things:

make sure you defined the user as supervisor in UCCX

logun is case sensitive so ensure the user name is entered as it appears I'm UCCX/CUCM.

[Deepak Rawat · Accepted solution]

Yes, Nirav multiple wrong attempts to login can lock the account in AD as well. So, please try to unlock that from AD and then try to login into Cisco Supervisor Desktop. Once that would be successful, login to MSM will also be successful.

Also, please make sure that the user who is facing issue shows up in Cisco Desktop Administrator as shown in the attached screenshot. If not, then do a Manual Directory Sync by going to and ensure the user is there:

CDA >> Services Configuration >> Synchronize Directory Services

Regards

Deepak

[niravpatel02]

Hi All,

The issue is fixed, Wrong attempts by other windows application using AD was causing account lock.

Post terminating the windows program, She was able to login on Cisco supervisor desktop and mobile skill manager too.

[jmueller@metrohealth.org]

can they be locked out of Mobile Skills even if their network credentials allow them to log into everything else, including CUIC and Finesse?

One supervisor who randomly stopped being able to access MSM.  We are using 11.6.2.  

I have removed her supervisor rights, deleted and rebuilt her EM profile.   User id is all lower case and she is entering it the same when logging in.