Can't log into CAD, receive configuration error message

[wilson_1234_2]

I am trying to learn about UCCX, we do not have Active Directory integration.

I have a CAD agent configured on my desktop and it looks corrrect. I have an IPCC extension and my phone is associated to end user.

I see my username in UCCX and have skills assigned, but I cannot log in. I keep getting the following error:

"Login failed due to a configuration error. Please ask your system administrator to associate your phone with the RM JTAPI Provider user ID accrding to the instructions in the administrattor guide."

I gone through the normal troubleshooting steps and can't get logged in.

[Vipul Jindal]

As error said,,,did u associate it to RM JTAPI user?

thanks,

Vipul Jindal

[wilson_1234_2]

It looks correct to me.

Where can I verify this?

I have the mac-address associated on the extension and I see my user as a resource in UCCX. My understanding is that would mean it is associated correct?

I also have skills assigned in the resource.

[Vipul Jindal]

did u create RMCM user as a end user or application user.

thanks,

Vipul Jindal

[anchoudh]

Hi Wilson,

Navigate through UCCX Admin->System->Cisco Unified CM configuration, here you can see "RmCm Subsystem - RmCm Provider Configuration", note down this User ID.

Now login into your CUCM, access the User Management->Application User and search for the above RmCm application user here.

Get into this RmCm application user, Device information-> search for the MAC address of the UCCX Agent phones in the Available Devices section, select these phones and push it down to make them as Controlled Devices. And Save it.

Now you are good to go you should be able to login into your CAD successfully.

Hope it helps,

Anand

[wilson_1234_2]

Thanks for the great help.

I edited this because I was able to get my phone added. I have a new error message, but it is due to me using the same extension for the IPCC line. I think I can get that one fixed.

I have some other questions regarding adding me as a supervisor.

I will create new post.

[anchoudh]

Hi Wilson,

When you see your phone in the Find list, click on the check box on to right hand side of the phone, and say Add Selected, you will be redirected to the Application User page, Click Save option here. Now you are set to login into CAD.

Thanks,

Anand

[wilson_1234_2]

Thanks, I am almost there. I am getting this error message now:

"An extension on the agent phone is not unique and is configured on multiple partitions. This configuration is not supported."

I am using the same extension number for lines 1 and 2 and line 2 is my IPCC extension. The error message says this is not allowed, but there is another phone in my company configured the same way. Is there a way around this, or do I need a unique extension for my IPCC line?

[anchoudh]

Hi Wilson,

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

•Two lines on an agent’s phone that have the same extension but exist in different partitions.

•A Unified CCX extension assigned to multiple devices.

•Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)

•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.

•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.

•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.

•No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.

•The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.

•Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.

•Configuring the Unified CM intercom feature.

•Configuring the hold reversion feature.

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf

Hope it helps,

Anand

[wilson_1234_2]

I am in!

Thanks for all of your great answers. I had to give my second line a different extension and reset the phone.

Before I did the reset the second line did not make it over to CCX as my IPCC extension.

I will have some more questions regarding the Supervisor.

[wilson_1234_2]

Edited this because I found what I was looking for.