Unable to Login to IP Phone Agent [UCCX 7.0(1)]

[fbushiri1]

Hello,

I'm getting an error (either the agent ID or the password you entered is invalid) when attempting to login to IP Phone Agent Service. I'm using CUCM 7.1.3 where I created the IP Phone Agent service. I'm also using the same U/N and P/W that I'm using in the end user configuration in CUCM, which also allows me to login to CCM User Options web page.

I double checked my service parameters and I still getting the error message.

Please help.

Thanks,

MB

[Pablo Leiva]

Hello MB,

Please let us know the exact UCCX version 7.0(1) with any ES or SR?

Make sure the phone is associated to the jtapi and rmjtapi application users.

Please check in CDA that the agent is showing properly. If it's not there, you'll need to restart the Node Manager. If the user is there, then most probably you'll need to restart CTI manager from CUCM.

You might need to check the IPPASvr logs to confirm, we should see the LDAP query and see the result:
C:\Program Files\Cisco\Desktop\log

Hope that helps!

Pablo

[fbushiri1]

Hi Pablo,

Thanks for the input. The phone is associated with jtapi and rmjtapi application users, however, the agent is still not showing in CDA after restarting the CCX engine. I also noticed that the RmCm Subsystem under the CCX engine is stiuck on "initializing" status.

UCCX is new to me I'm used to UCCE... I'm using UCCX for a new call center that I need to bring up by year's end.

Any suggestions?

Thanks,

MB

C:\Program Files\Cisco\Desktop\log

2010-10-15 12:57:26:239 WARN BIPPA3005 Could not get <7000 agent profile> data from LDAP: .
2010-10-15 13:17:49:600 WARN BIPPA3005 Could not get <7000 agent profile> data from LDAP: .
2010-10-15 13:19:58:992 WARN BIPPA3005 Could not get data from LDAP: .
2010-10-15 13:25:51:200 WARN BIPPA3005 Could not get data from LDAP: .
2010-10-15 15:35:14:664 WARN BIPPA3005 Could not get data from LDAP: .

[Pablo Leiva]

Thanks MB,

So the UCCX queries CUCM for the agent profile but get LDAP: error.

This could happen if CUCM has a problem contacting AD, but we know this is not the problem, as you can log into ccmuser. Then the problem is probably CTI, which handles the communication with UCCX.

- please run a JTAPI resync

- please check the AXL application user has AXL API admin rights

- restart CTI manager service from CUCM

Hope that helps! Please let us know the results.

Pablo