UCCX Agent can`t loggin

[pancho_cai]

                  My UCCX is 8.5 su3 ,CME is 8.5.When the IP phone agent loggin ,the screen display "The extension you entered is not associated with this agent ID. Verify the extension and try again"

The CME config in the Attach file.

I have creat agent on UCCX server.

         I have read the Cisco Unified CallManager Express System Administrator Guide,Cisco Unified Contact Center Express Solution Reference Network Design Guide.But I can't find out how to handle this problem.

[gukukrej]

Hi Pengcheng,

Make sure the Agent ID you enter is the correct ID. It is case sensitive. Also, are you using octo lines or dual lines for Agent extensions in CME?

Can you attach a screenshot of the error and share Agent ID with us?

Regards

Gurpreet

[pancho_cai]

Thanks for your information.

The ID password is correct,If I enter a wrong the screen will a different output "Either the agent ID or the password you entered is invalid"

I use octo lines,ephone-dn 14,20,     dual lines  25. All of them don't work.

ephone-dn                ephone             number                     agent-id

14                                8                   5914                         UCC

20                                20                 5920                         johnlee

25                                25                 5925                         PanchoCai

[anchoudh]

Hi,

Please try performing Directory Resync operation from the CDA (Cisco Desktop Administrator) and see if it helps.

Thanks,

Anand

[pancho_cai]

Thanks for your help,but agent still can't login.

[anchoudh]

Hi,

In UCCX with CME deployments any agent can login with any other extensions, so can you try loggiing in with different extensions.

And also on the UCCX users page, please assign any one of the extensions as IPCC extention and try to login.

Thanks,

Anand

[pancho_cai]

HI ,

I have try many other extensions,but it  dosen't work.

thank you for your all the informations.

[pyrenees206]

Step 1:

Under User Management, Application User:

Make sure the phone mac address is in the under Controlled Devices.  Your UCCX system account may have a different name but is is generally something like "...rmuser" All your CTI Agents should be within the "Controlled Devices"

Step 2:

Under User Management, End User:

Make sure the user has the following under Permissions Information:

Standard CTI Enabled

[pancho_cai]

Thank for your help ,but i use ip phone agents,and I try to enabled CTI,the agnet still can't login.

[anchoudh]

Hi,

Is your CME subsystem is in service, please check it from the UCCX control center.

Validate the UCCX - CME from UCCX.

Is your ephone's are associated with the correct session-server.

Hope it helps.

Anand

[pancho_cai]

all the subsystem is in service

all of the CME config is ready.

this is the session,auto add by UCCX.

the ephones are associated  with session-server 2.

thank for your help.

[mingzeyan]

Hi ,

in your CME , please check

Router(config)# sip−ua
Router(config−sip−ua)# presence enable

after that , restart CCX engine in UCCX

i had the same problem and solved this way.

Good luck

[pancho_cai]

Thank you very much but I have all ready config

Router(config)# sip−ua
Router(config−sip−ua)# presence enable

before,

I re-config it again and restart the UCCX engine ,it still have issue.

[anchoudh · Accepted solution]

Hi,

I hope you are using the compatible CME IOS image,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

->Details of CME/IOS version mapping can be found at

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/33matrix.htm

->Only SCCP Phones are supported as Agent Phones with Unified CME. Refer to "Cisco Unified IP Phone Support" section from the respective Cisco Unified CME

Supported Firmware, Platforms, Memory, and Voice Products web page. For example, for Cisco Unified CME 7.1, go to: http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/cme71spc.htm, and scroll down to view the "Cisco Unified IP Phone Support" table.

c. Cisco IP Phones 6911, 6921, 6941, 6945, 6961, 8961, 9951, 9971 are not supported as Agent Phones with Unified CME

If everything is ok and you are still facing the issue, than I would suggest you to appraoch TAC for further help.

Thanks,

Anand

[pancho_cai]

thanks for your informaions.

I have read the document before.so  I upgrade the uccx from 8.5.1.10000-37 to 8.5.1.11003-32(su3).

and downgrade CME from 8.8 to 8.5.

My phone is 7942,7911,7975,all of them is SCCP phones.

may be I shoule call TAC.