UCCX Agent Fails to Login via IP Phone After Extension Mobility Login

[Scott Benjamin]

Hi everyone,

I’ve recently run into an issue in our CUCM 12.5 and UCCX 12.5 integrated environment.
We’re using Extension Mobility (EM) and IPPA (IP Phone Agent) for agents.

my Problem is: After an agent logs into the phone using Extension Mobility and tries to log into IPPA, they get an error:

"Your login was unsuccessful. Please try again or contact your administrator."

However, if I assign the agent's DN directly to the phone (not using EM), the login works just fine.

where is problem ? how can i fix that ?

[Mohammadreza Hadi · Accepted solution]

UCCX requires the agent’s device (i.e., phone) and the device profile DN (after EM login) to be visible to the RMCM application user and correctly associated in CUCM.
so, check this >>
Associate both the physical device and the device profile to the RMCM user:

Go to User Management > Application User > RMCM > Under Controlled Devices, add:

The physical phone MAC address (e.g. SEPxxxxxxxxxxxx)

The device profile name used by the agent

Ensure that the device profile is set to 'Allow Control of Device from CTI':

Go to Device > Device Settings > Device Profile

Make sure Allow Control of Device from CTI is checked.

Check the Line Association in Device Profile:

The line (DN) assigned to the device profile must be in a partition reachable by UCCX (typically through a specific CSS used by UCCX).

Also ensure the line is associated with the end user (agent), under their user settings in CUCM..

[Scott Benjamin]

thanks @Mohammadreza Hadi 
i had forgotten to assign device profile (after EM login) to rmcm account