Wonder if any of your fine folks could help me out with a UCCX 11.6 / Finesse / CUCM 11.5 issue.
We have 100+ agents on a new CCX deployment, 3 of those agents get Finesse error,
when they first login and try to change from Not Ready to Ready State.
The current work around I have in place is to lift the handset of the agent phone and then instantly the agent can change state until they logout again...
This affects agents if they login to a 7942 / 7962 or IP Communicator ( I don't have any other handsets to test at present)
The wiki below did not resolve issue.
any help much appreciated.
Hmmm Ok. How many seat licenses do you have? This is unlikely the problem because if you exceeded this threshold, then it would've likely generated a different error message.
Do you know if the Publisher is the primary (M) server right now? If not, how long has the services been 'up'?
All of the agents located in the same area, or are they spread across multiple locations? If so, where is your system located (timezone)? And, where is the furthest agent(s) located at? What's the RTT between the system(s) and agents? FYI - the max RTT between UCCX and Cisco Finesse is 200ms.
Also, do agents have access to other devices besides the ones listed above? Are they CTI enabled? Do agents have User Device Profiles (UDP) as well, or login via Extension Mobility?
How many seat licenses do you have? 100 seat premium license.
Yes publisher is primary server.
Affected users are in the same area. They are only two users out of 50 that have the issue.
Agents have UDP to login using EM.
I am onsite today to do more testing
Check the following;
Which one is currently configured?
If you're using Extension Mobility (EM), then you should be identifying which devices will be managed/monitored by UCCX and list these devices as Controlled Devices.
Ideally, you want to eliminate any unnecessary dependencies the agent(s) may have listed under the End User profile; Related Links > Dependency Records. As you already know, agents can't login to Cisco Finesse while they're login to multiple devices via EM. Agents would notice a slightly different error message.
This error message is likely caused by configuring both Controlled Devices & CTI Controlled Device Profiles, or by not enabling CTI control on the End User profile, User Device Profile, DN, physical device or there's permissions [roles] problems.
The issue happens at the start of every shift, daily. if the agent logs out of phone and finesse for a break the issue occurs again when they return.
I have tested UDP with other devices and the issue occurs which suggest issue with UDP.
I have deleted and recreated the user and UDP and the issue returns.
I will give CTI reset a go.
thanks for the reply
Please follow these steps to fix the issue -
1. If you want to use extension mobility - If yes, then under rmcm user only associate the Device Profile and remove the IP Phone device association.
2. If you just want to use the IP Phone - Add the IP phone under device association under rmcm user.
Note - Assuming recommended configuration for jtapi and axl users.
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I have this issue with a CCX 11.6 (base) customer and Goran's reply helped.
Intermittently, agents would receive the CF_RESOURCE_OUT_OF_SERVICE message when they tried to go Ready. All agents are using EM in this environment. The Finesse client itself would hold the corrupt information on the phone state, so we were getting led astray by some workstations working and others not.
The workaround to clear the error was:
-Have the agent log in to EM and Finesse
-Try to go Ready
- Click OK on the error message, but leave Finesse in the Not Ready - Phone Failure state
- Take the phone off-hook then on-hook
- Change the agent state to Ready
Currently checking to see if this is a known bug and if it's fixed in ES02 or not...
I cant find any bugs related to this. As Cisco does not support two ICD agent extensions being shared (Like extension shared across multiple devices like phones or Device profiles, try to remove the duplicate extension from one device or only associate the device profile of the agent under RMCM user.
Hope this helps!
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