This document describes one reason why Agent Softphone for Cisco
Computer Telephony Integration Object Server (CTIOS) fails to log into the
server in a Cisco IP Contact Center (IPCC) Enterprise environment.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
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When the CTIOS Agent Softphone tries to log into the CTIOS Server, the
login fails, and an IPCC error message appears (see Figure
Figure 1 – IPCC Error Message
In addition, the Agent ID and other agent-related information are blank
(see Figure 2).
Figure 2 – Cisco CTIOS Agent Softphone
The corresponding log for the Peripheral Interface Manager (PIM)
process displays these messages:
15:50:30 pg1A-pim1 Trace: TelephonyDriver:Login IP address
Login Device ID 2001 Device
Target IP address 2001
*****15:50:30 pg1A-pim1 Trace: BaseDevice::
CreateNewClientInstance: Invalid device type specified. Unsupported*************
15:50:30 pg1A-pim1 Trace: TelephonyDriver::CSTASetAgentState:
Agent 2001 login failed - Create of Client Instance failed.netTargetID=5764
15:50:30 pg1A-pim1 Trace: DeskLinkPeripheral::SetAlert -
(TelephonyDriver::CSTASetAgentState) Setting ERROR Alert #27 - 15:50:30
This problem occurs due to a configuration issue. When you configure
the device target, you can specify configuration parameters that represent
strings that the device receives during initialization. You can use the
Configuration parameters field to enter specific parameters. The Configuration
parameters field contains these three parameters:
/devtype: Device type
/dn: Full phone number
/devtype and /dn are required parameters. /ext is optional. Here, the
device is a Cisco CTIOS Agent Softphone. Therefore, the /devtype must be
ciscophone (see Figure 3).
CTIOS Agent Softphone login failure occurs if you spell ciscophone
incorrectly during configuration. Correct the spelling of ciscophone in order
to solve the problem.
Figure 3 – Configuration Parameters
Within the CTIOS client, all of the buttons are greyed out and the
login option does not appear.
This issue is documented by Cisco bug ID
(registered customers only)
Delete this registry key in order to resolve the issue:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_ipba\
When you log in to CTIOS with a blank password, you receive the
invalid username and password error.
In order to resolve this issue, set a blank password with the
Person Bulk Edit tool. This is documented in Cisco bug ID
(registered customers only)
After you perform an upgrade to CUCM 8 and UCCE 8, you are unable to
log in to CTIOS with 7940 phones. This error message is also received:
error 10158 An attempt has been made to log in to a device that has
unsupported IP addressing mode configured on UCM. Supported IP addressing
mode for agents devices is IPv4
This issue occurs when both IPV4 and IPV6 are enabled. In order to
resolve this issue, update the Common Device Configuration to
turn off IPV6 and lock the phone to IPV4 only.
The Error  This is a shared line.
error is received when you try to add a new agent. An extension on the agent
phone is shared by one or more devices.
Note: This is only for one agent and is not a system-wide issue.
You need to turn up the tracing on the jgw logs. In order to do this on
the active jgw, issue this command:
C:\>procmon <cust_inst> <node> jgw<jtapi instance>
>>>trace lock* /off
>>>trace thread* /off
>>>trace JT_TPREQUESTS /on
>>>trace JT_JTAPI_EVENT_* /on
>>>trace JT_PIM_EVENT /on
>>>trace JT_ROUTE_MESSAGE /on
>>>trace *CONF* /on
>>>trace JT_LOW_LEVEL_API_JTAPI* /on
In order to turn tracing off, enter >>>trace *
Based on the traces, perform a cti manager restart
after office hours in order to resolve the issue.
Some agents recently received the Error 10159 This is a
shared line error message when they tried to log in to the
CTIOS Toolkit. This error can be found in the JTAPI GW log.
Note: This is an ICM 8.5.2 deployment with CUCM 8.5.1, and the agents are
using Extension Mobility (EM).
The agent in this example used EM on IP Communicator along with an IP
phone. If the agent does not log out EM properly from IP Communicator before
closing it or terminates IP Communicator incorrectly, the EM extension can be
stuck in CUCM. As a result, CUCM will report it as a shared line when the agent
logs in with an EM profile to the IP phone.
For agents using their EM profiles on IP Communicators, complete these
steps in order to resolve the issue:
Delete and then re-create their EM profile on CUCM.
Log in with the re-created EM profile on the IP phone, and test
Note: You will need to log out from EM on the IP Communicator before you