user can't login to Finesse

[iptsupport]

Hello,

I'm unable to login to Finesse as an agent. The error message is:

"The device associated with that extension or dial number is invalid."

any idea?

[Murali_DS]

Have u verified if the DN is associated with JTAPI user in CM and please ensure that if u have mapped to the right PG User.

Thx

M

[iptsupport]

we check configuration and it is ok.

still not working...

[Murali_DS]

Have u tried with any other working extn and if that also fails we can eliminate the Phone part and we if possible pls try to collect Finesse desktop logs using the below CLI command, but shld have enabled log capture in the agent login to capture these. Is this a single agent affected due to this or does it affect multiple logins?, try to collect these logs and u can chk for any issues.

file get activelog desktop recurs compress

The date/time range is specified with relative or absolute time. For example:

file get activelog desktop recurs compress reltime hours 2
file get activelog desktop recurs compress abstime 00:00:03/17/15 23:59:03/19/15

[Murali_DS]

Hi,

Any luck if this issue been resolved or still u r facing this issue.

Thx

Murali

[iptsupport]

I the used  Convert LDAP Synchronized User to Local User feature and changed the password . 

Then I was able to login ,after that I preformed full sync to ldap and then the user was able 

to login with is on credentials.

[Kartik Bhatia]

What Phone model is it - 2 things that fixes this issue most of teh times:

1. Chnage phone comoon device config from IPV4/IPV6 to IPV4 Only.

2. Disable Join Across Line on base phone or Device Profile if using Ext Mobility.

Thanks,
Kartik