UCCE 7.5 - CAD 7.5.1 Agent can not login

[Nguyen Quang Son]

Hi everybody,

We're using CAD 7.5.1 for UCCE 7.5.

Currently an agent complait that she can not log in to the CAD due to the error of delay time out. I did a test with her account and here is what I found

- CAD got stucked in the "connect to CTIOS server" step then timeout.

- Her IP Phone is the only one that has this problem. Tested with another IP Phone and they work. Her SEP is well associated with the PG user though.

- Randomly, CAD works. Upon reopening the CAD and trying to reconnect, it stucked again.

I include here the CAD log, hope that helps.

03/14/11 15:48:50.096  30096  agent  Thd(32244)  [agent.5000.4729]::OnQueryAgentStateConf()
03/14/11 15:48:50.096  30096  agent  Thd(32244)  ObjectId = agent.5000.4729 , Enablement Mask = 1000000
03/14/11 15:48:50.096  30096  agent  Thd(32244)  CCtiOsSession::OnEvent( eAgentInfoEvent ), EnablementMask = ffffffff
03/14/11 15:48:50.096  30096  agent  Thd(32244)  CCtiOsSession::OnEvent, (AgentID:4729 AgentLastName:OUFKIR
     AgentFirstName:Sanaa UniqueObjectID:agent.5000.4729 MessageID:eAgentInfoEvent
     SupervisorKey:(null) LoginName:sanaa.oufkir)
03/14/11 15:48:50.096  30096  agent  Thd(32244)  [agent.5000.4729] eAgentInfoEvent
03/14/11 15:48:59.002  30096  agent  Thd(32244)  CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:09.690  30096  agent  Thd(32244)  CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:20.097  30096  agent  Thd(32244)  CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:30.487  30096  agent  Thd(32244)  CCtiOsSession::OnEvent, Event(eOnNewSkillGroupStatisticsEvent) is blocked.
03/14/11 15:49:39.847  CTIOSTrace - CConnectionMonitor::MonitorThread, Connection (agent.exe_30096_27384) Abandoned
03/14/11 15:49:39.847  CTIOSTrace - CConnectionMonitor::RemoveClient, Removing Connection (agent.exe_30096_27384)
03/14/11 15:49:39.847  CTIOSTrace - CConnectionMonitor::MonitorThread, Posting Quit Message
03/14/11 15:49:39.847  CTIOSTrace - WndProc(WM_DESTROY)

I suppose we have a IP Phone defect since it's the only one that had the problem.

Someone experience the same thing before? Any comment is welcome.

Thanks,

[geoff]

I would try this using the CTIOS client on your test machine, just to eliminate CAD a little. From the trace, it doesn't appear to matter, since you are looking at the pure CTIOS trace messages, and they are the issue - but I like CTIOS for this sort of debugging.

I would definitely dissociate and re-associate the device with JTAPI and retest. It's hard to imagine that it's the actual physical device, but who knows. Meanwhile, do you have a spare IP phone you can give to her, and set it up with her extension, after changing the ext of the suspect phone? Then you can continue testing and she can continue working.

Regards,

Geoff

[Nguyen Quang Son]

@Geoff:

Thank you for all the good sugesstions, however unfortunately none of them is possible to me

I would try this using the CTIOS client on your test machine, just to  eliminate CAD a little. From the trace, it doesn't appear to matter,  since you are looking at the pure CTIOS trace messages, and they are the  issue - but I like CTIOS for this sort of debugging.

--> We are using CAD and do not have CTIOS client installed. Does the soft actually come with the UCCE installation package? Can you please tell me where I can find it?

@Geoff and Ed

Dissociate and re-associate the device with JTAPI and retest.

--> Good point, I did the same actually but the phone still didn't work.

Nevertheless, I really think we have a network problem (which was observed time to time before)

I will update this thread as soon as I can do some further tests.

Thanks,

Regards,

[geoff]

We are using CAD and do not have CTIOS client installed. Does the soft actually come with the UCCE installation package? Can you please tell me where I can find it?

It's on your CTIOS product disc.

Regards,

Geoff

[Edward Umansky]

Those messages have nothing to do with the error you saw. Is she a supervisor? The "blocked" messages typically refer to events associated with supervised agents which the supervisor does not need to process. The error you are seeing is typical of a phone being unregistered in UCM, or general problems with JTAPI trying to control the phone. Try unassociating and reassociating the phone to pguser. Also make sure that extension is not being shared with any other devices.

[dtran]

Hi Quang,

I've actually ran into this similar issue before and the fix was to dis-associate and re-associate the agent's phone with the PGuser in CUCM and that did it for me.

I am running CUCM version 7.1.3 su2. What version of CUCM are you running ?

Danny Tran.

[Nguyen Quang Son]

Hi Danny,

I'm running CUCM 6.1.3

Unfortunately, dis-associate and re-associate the agent's phone with the PGuser does not fix the problem in my case.

I'm thinking about a phone problem. Anyways, I dont have any disclaim since then.

Best Regards,

[Lee Walsh]

I am running CUCM 6.1.3 as  well and for the sake of me cannot find the correct method of dis-associating and re-associating a MAC to the PGUsers. How do you do this???

[Gergely Szabo]

Hi,

in CUCM, Users > Application users. Find the PG user. Check the associated devices. Find the MAC you want to remove from the list. Save. Find again. Save.

G.

[sandeep chauhan]

Hi lee,

is this a shared extension? hope only 1 mac is associated with this user.