UCCX 7.X - Agent Issue

[johnnywan]

Remote site agents are getting the error "Cannot change agent state because the phone is out of service." But the phone is operational. No network changes have occured so this has me confused as these agents were working yesterday. Anyone ever experience this? Thanks in advance.

[joesnyde]

Hi John

This message is coming from Call Manager. A couple of things to try, 1) unassociate and reassociate the device to the RMCM application user in call manager; 2) stop and start all the CTI Manager processes in the CUCM cluster (do not restart). Then start the service one at a time (no particular order).

Thanks

Joe

[salmanhaider · Accepted solution]

I was experiencing the same issue. Below are the steps that I followed to get it resolved.

Added One Button Login service on the phone

Moved IPCC Extension on button 1 of the phone

(During the course, I also removed/added MAC from the application user)

Hopefully that will help.

Thanks

SH

[johnnywan]

Thanks for the reply and information.!!

[StevenKlauz]

The Start/Stop of CTI Manager in CUCM worked for me.

Thanks

[Matthew Martin]

I know this is an OLD post, but we recently had experienced the same issue where only one Agent was getting this error. So I thought I would share how we fixed the issue.

The Agent was able to login but could not "go ready".

When you tried to "Go Ready" this error message below poped-up:

         "11:07:27  Resource's Device is Off.

          --------------------------------------------

          11:07:27  The agent extension is out of service.

          Ready state change and call control operations cannot be performed."

The way we resolved this was to: Disassociate the Agent's Device from the main "Application User" --> the "rmuser", save the config, then re-associate the Agent's Device back to the "rmuser" and save the config...

I hope this helps someone, because I was searching all over for a resolution to this...

Thanks,

Matt