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Cisco Unified Intelligent Contact Management Enterprise

CTIOS Agent Softphone Login Failure

Document ID: 65747

Updated: Jul 31, 2012

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Introduction

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.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco IPCC Enterprise configuration

  • Computer Telephony Integration Object Server (CTIOS)

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco IPCC Enterprise Edition version 6.x and later

  • CTIOS version 6.x and later

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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem 1

When the CTIOS Agent Softphone tries to log into the CTIOS Server, the login fails, and an IPCC error message appears (see Figure 1).

Figure 1 – IPCC Error Message

ctios_loginfails_01.gif

In addition, the Agent ID and other agent-related information are blank (see Figure 2).

Figure 2 – Cisco CTIOS Agent Softphone

ctios_loginfails_02.gif

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
Create Instance 

Solution 1

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

  • /ext: Extension

/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

ctios_loginfails_03.gif

Problem 2

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 CSCta89546 (registered customers only) .

Solution 2

Delete this registry key in order to resolve the issue:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOS_ipba\
CTIOS1\EnterpriseDesktopSettings\All Desktops\IPCCSilentMonitor\Name\Settings
StopSMNonACDCall

Update CTIOS with Blank Password

Problem

When you log in to CTIOS with a blank password, you receive the invalid username and password error.

Solution

In order to resolve this issue, set a blank password with the Person Bulk Edit tool. This is documented in Cisco bug ID CSCty89124 (registered customers only) .

CTIOS Login Error

Problem

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

Solution

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.

CAD Login Error

Problem

The Error [10159] 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.

Solution

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 * /off.

Based on the traces, perform a cti manager restart after office hours in order to resolve the issue.

CECTI Error 10159 This is a shared line

Problem

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).

Solution

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:

  1. Delete and then re-create their EM profile on CUCM.

  2. Log in with the re-created EM profile on the IP phone, and test CTIOS.

Note: You will need to log out from EM on the IP Communicator before you close them.

Related Information

Updated: Jul 31, 2012
Document ID: 65747