UCCE agents were not able to login through Finesse

[Bharath]

Hi All,

Few of my UCCE agents were not able to login into finesse desktop.

From jgw logs i could see the below error.

05:42:28:144 PG1B-jgw1 Trace: MsgAddCallObserver:  Addr: 83986 Remote Addr: 0 InvID: 101196563 CallDeliveryMode ID: 0.

05:42:28:144 PG1B-jgw1 Trace: Adding Call Observer to: 83986.

05:42:28:144 PG1B-jgw1 Trace: handleMsgAddCallObserver::Before addCallObserver for Addr: 83986 RegState: NotInService.

05:42:28:144 PG1B-jgw1 Trace:   MsgAddCallObserverResponse:  Addr: 83986 Succeeded: 0 InvID: 101196563 Cause: 33.

05:55:04:325 PG1B-jgw1 Trace: MsgAddCallObserver:  Addr: 83986 Remote Addr: 0 InvID: 101196732 CallDeliveryMode ID: 0.

05:55:04:325 PG1B-jgw1 Trace: Adding Call Observer to: 83986.

05:55:04:326 PG1B-jgw1 Trace: handleMsgAddCallObserver::Before addCallObserver for Addr: 83986 RegState: NotInService.

05:55:04:326 PG1B-jgw1 Trace:   MsgAddCallObserverResponse:  Addr: 83986 Succeeded: 0 InvID: 101196732 Cause: 33.

Is there any document which has description for cause 33. It appears CUCM is sending JGW message that the device is out of service and agent was not able to login.

Any suggestions would be highly appreciable.

Thanks & Regards,

Bharath M

[david.macias]

Can you take a single device remove it from the PG user and re-add it and try again?

david

[Bharath]

Hi David,

Thanks. We tried that but no go. 

Note : Upgraded CUCM nodes to 10.5(2)SU6 and we faced this issue. Revert CUCM to older version resolved the issue.

However we would like to know the root cause and the meaning of this cause value 33 on jgw logs.

[david.macias]

Did you upgrade the jtapi client on the PGs after you upgraded the UCM?

david

[Bharath]

Yes, we did jtapi cclient upgrade as well.

[david.macias]

Hmm, any chance the phones were no longer supported in UCCE? Just seems very strange.

david

[Chintan Gajjar]

Have you tried restarting CTI manager service on CUCM, and have you tried removing and re-adding DN on Phone?

[shridhar reddy]

Hi Bharat,

Just checking whether you were able to resolve this issue.

Try restart of phone devices on the CUCM as well.

Thanks

Shri

[Bharath]

Hi All,

We have switched back to Older version of CUCM as a temporary restoration.

Also we are planning again to upgrade CUCM in upcoming weeks. Will keep you posted in case of any abnormalities. Thanks everyone for your support.

Regards,

Bharath M