When the agent attempts to log in to the Cisco Agent Desktop, the login
fails and this error message is displayed:
The number of configured
extensions for agent devices exceed maximum allowed
This document describes how to resolve the error message and
Also, refer to these documents:
There are no specific requirements for this document.
The information in this document is based on these software and
Cisco Unified Communications Manager 7.x
Cisco Unified Contact Center Express (Unified CCX)
Cisco 6900/8900/9900 Series IP Phone
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.
Technical Tips Conventions for more information on document
Cisco Unified CCX supports the use of the 6900/8900/9900 series phones
as agent devices. Cisco Unified CCX monitors calls on multiple lines in order
to support Join Across Line (JAL) and Direct Transfer Across Line (DTAL) on
those agent devices. Up to four lines are monitored by Cisco Unified CCX. These
include 1 ACD line and 3 non-ACD lines, but only the ACD line can be controlled
from the agent desktop. If more than four lines are configured on an agent
device, the agent cannot log in using that phone. JAL and DTAL are also
supported on agent devices using 7900 series phones and up to 4 lines can be
configured on those phones.
When you try to log in, the Cisco Agent Desktop or IPPA fails with this
The Number of Configured extensions for the agent device exceeds
the maximum allowed.
Note: Check the shared line configuration during agent login. Do not allow
the agent to log in if their extension is configured as a shared line.
These configurations are not supported for agent phones:
A Unified CCX extension assigned to multiple
Two lines on an agent’s phone that have the same extension, but exist
in different partitions.
Configuration of the same Unified CCX extension in more than one
device profile, or configuration of the same Unified CCX extension in any
combination of device profiles and devices. (Configuration of a Unified CCX
extension in a single device profile is
As per the Unified CCX documentation, shared lines are not supported.
This means that an extension cannot exist on multiple terminal devices on the
same partition. In Unified CCX versions earlier than 8.0(1), there are no
checks in order to ensure that shared lines are used. As a result, agents are
allowed to log in regardless of whether shared lines are used.
In order to resolve the issue, perform these steps:
Make sure that the Unified CCX agent has only four extensions
configured on the phone.
Restart the CTI Manager by performing these steps:
From the navigation area of the Cisco Unified Communications
Manager application, choose Cisco Unified Serviceability and
Choose Tools > Control Center -
Choose Cisco CTI Manager, which you want to
activate, and click Save.
Refer to the workaround in Cisco bug ID
(registered customers only)
for more information on this problem and solution.