"No devices found" for New Finesse Users

[robo764]

I've recently run into an issue where two new Finesse uses receive "No Devices Found" even though they are provisioned and successfully logging into Jabber.  I tried a different extension on their device, and had them use that, and it produces the same error.  In both cases, if I add their extension to MY Jabber as well, they are able to login on Finesse with no issues.  It seems like Finesse/UCCX isn't able to see their Jabber session, but it's able to see mine (and everyone else's) properly?  I'm not sure if it's a matter involving their Jabber or if there's a license that can have this effect.  I've looked at all of the UC licenses I can find, and we're not at/over capacity for any of them.  I'm relatively new to UCCX/Finesse, so I'm not sure what could be causing this issue. 

[Roger Kallberg · Accepted solution]

Have you associated their CSF devices with the RMJtapi user in CM?

[robo764]

I apologize for being so ignorant about all of this, as I've inherited this system and am still learning many things. I had to google RM Jtapi user, and I believe I may have found the "Application User" that I need to associate with their devices.  Would it be the one in UCCX Admin, under Subsystems > RmCm > RmCm Provider?  I found a User ID that corresponds to a CM Application User that appears to associated with many devices (though not the CSF devices for the users I am having trouble with).  This is not something I have had to do, before, but that may be due to my having previously just reused existing CSF devices? In any event, would this be the RM Jtapi user you are referring to?

[Roger Kallberg]

Yes. This application user is used by CCX to control devices used by agents via JTAPI.

[robo764]

I believe I have found the issue, thanks to your question.  This is probably the first time I've created new CSF devices since being given this role, so I wasn't aware of this step.  I don't normally make the same mistake twice, but I'll make every conceivable mistake at least once.  Thank you for the help!