This document describes a failure where Cisco Agent Desktop (CAD) login
receives a timed out error message. This issue can occur if the LDAP server
that hosts the Global Catalog does not use the correct port configured in Cisco
Unified Communication Manager (CUCM). This document provides the workaround and
how to identify the issue in the MIVR log from CAD and Unified Contact Center
Express server (UCCX).
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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.
This document can also be used with these hardware and software
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When an agent first logs in to CAD, a timer is started, which is hard
coded to 10 seconds, and is then exceeded that results in a timed out error
seen on the agent desktop.
Unified Communications Manager 7.x SRND states:
When querying Microsoft Active Directory, you can perform lookups
against the Global Catalog by pointing the script to a Global Catalog server
and specifying port 3268 in the script configuration. This method typically
results in faster lookups. Note that a Global Catalog does not contain a
complete set of attributes for users. Refer to Microsoft Active Directory
documentation for details.
To enable queries against the Global Catalog, simply configure the LDAP
Server Information in the LDAP Authentication page to point to the IP address
or host name of a Domain Controller that has the Global Catalog role enabled,
and configure the LDAP port as 3268.
When using Microsoft Active Directory, consider the choice of
parameters carefully. Performance of Cisco Unified Presence might be
unacceptable when a large Active Directory implementation exists and the
configuration uses a Domain Controller. To improve the response time of Active
Directory, it might be necessary to promote the Domain Controller to a Global
Catalog and configure the LDAP port as 3268.
Multiple agents receive a timed out error when you log into CAD.
Use this solution in order to solve the problem.
Complete these steps:
Enable RM subsystem debugging in application admin within UCCX.
Choose System > Tracing > Cisco Unified CCX Engine > Trace
Configuration > SUBSYSTEMS. Check the box for SS_RM
Login to CAD and note the time, the agent extension and user ID.
During the login you should see the timed out
error message. You can close the CAD application after the
Collect the MIVR log from the UCCX server during the test time
period. The MIVR log is located in the C:\Program
Files\wfavvid\logs\MIVR directory on the UCCX
Locate the start of the login for the agent ID that was
461102: Jan 28 08:01:34.909 PST
%MIVR-SS_RM-7-UNK:Trying to authenticate agent MSmith
The login ID is the same ID that is used to login to CAD. For our
test MSmith was used.
The next message should be that login was successful; but, a time
out can have occurred since the CAD timer has expired (10 seconds). You then
see after the 10th second CUCM finishes the authentication.
//CUCM returns login successful after the
10 second CAD timer expires causing the timeout message to be displayed
461107: Jan 28 08:01:45.206 PST
%MIVR-SS_RM-7-UNK:Successfully authenticated agent MSmith at extension 1904
You need a port update to the LDAP sever with the Global Catalog,
which is configured in CUCM, in order to correct the behavior. Open the CCM
Admin page on the CUCM Publisher, https://CUCM IP
ADDRESS/ccmadmin/showHome.do. Choose System > LDAP
> LDAP Directory and then choose Find at the new
window in order to display all the LDAP servers.
Within the LDAP Directory configuration page, change the LDAP Port
from 389 to 3268. Choose Save.
Port 3268 should only be used for the LDAP servers that host the
Global Catalog. If the LDAP server does not host the Global Catalog then use
port 389. After this step is completed, a restart of the CUCM pub is required
in order for the changes to take affect. If the port change is not required
then a restart of the CUCM pub is still required in order to clear any
connection issue between CUCM and Active Directory.
If the LDAP sever that hosts the Global Catalog is currently configured
with port 3268, a AXL Service Provider update resolves the issue.
Open AppAdmin and choose System > Cisco
Unified CM Configuration. At the Unified CM Configuration page, move
CUCM pub to the Available AXL Service Provides and then click
update in order to remove the CUCM pub from the Selected AXL
Then return the CUCM Pub back to the Selected AXL Service Providers,
click update again.
Test the CAD login and verify the time out has been resolved.
During the first log in attempt into Cisco Agent Desktop, the user
receives this error message:
Application server timeout on the first login attempt
This issue is documented by Cisco bug ID
(registered customers only)
Perform these steps in order to resolve this issue:
Go to C:\Program
There will be a file there named PhoneDev.cfg. Open
the file with Notepad, and add this at the end of the file:
Agents receive the The request to log into the Cisco
Unified CCX application server timed out. error message
intermittently upon login.
In order to resolve this issue, complete these steps on the agent's
Go to C:\Program
Files\Cisco\Desktop\Config, and open the
phonedev.cfg using notepad.
Add this value in the file, and save:
Add the request time out value to this location on the server:
Modify the LDAP Request Timeout value to 60.
Update the DNS server entries for CUCM on the agent's
Reboot the Server.