This document describes some of the IP phone agent login failures that
occur after you install Cisco Customer Response Solution (CRS) 3.1 in a Cisco
IP Contact Center (IPCC) Express environment. The document also provides the
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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If the agent desktop is in a different subnet than the CRS and Cisco
CallManager, the IP phone agent fails to log in. This section shows the
procedure that results in the failure.
Press the Services button on Cisco IP Phone 7940
Figure 1 appears.
Figure 1—IP Phone Agent Initial Menu
Note: Your display can differ, which depends on how your system
administrator set up your IP phone.
Choose IP Phone Agent from the
Figure 2 appears.
Figure 2—IP Agent Login Screen
Enter the agent identification (ID), password, and agent
Press the Submit softkey.
This error appears on the screen:
Connection to CTI Server is down
In the same subnet, the agent desktop associated with the same agent
can log in successfully.
Customer Response Applications 3.1(1) Service Release 2 in order to
resolve the IP phone agent login failure. If you install Service Release 2, you
do not need to install Service Release 1.
After you increase the license count for the IP Phone Agent from 20 to
30 agents, you can still only log in 20 agents at a time. When the agent fails
to log in to the IP Phone Agent, this message is displayed on the IP
Invalid entry(s) re-enter
This error message is displayed in the
AgtStateSvr.log, which is located in the
c:\Program Files\Cisco\Desktop\IP Phone Agent
Have Reached Maximum license allowed
Note: Another possible symptom of this issue can be agents are unable to
log in, and one of these error messages is received:
Note: In order to increase the license count, you must purchase new
licenses from Cisco. When you have the new license file and it has been moved
to the server, click Start > Programs >
Cisco CRA Administration > License Update
Note: In order to reset the licenses, you can run the
LicenseReset.bat file. The LicenseReset.bat
file is located in the C:\Program
Files\Cisco\Desktop\Bin directory. The
LicenseReset.bat file detects the sub-directories within the
which do not contain license files. The LicenseReset.bat file
then regenerates and copies the relevant license files into the respective
After you increase the license count, you must cycle the Cisco Desktop
TAI Server. Perform these steps in order to cycle the Cisco Desktop TAI
Choose Start > Programs >
Administrative Tools > Services. The
Services window is displayed:
Navigate to the Cisco Desktop TAI Server.
Right-click Cisco Desktop TAI
After the Cisco Desktop TAI Server stops, right-click Cisco
Desktop TAI Server.
After you cycle the Cisco Desktop TAI Server, the number of IP
Phone Agents supported reaches the license count purchased.
Note: The Invalid entry(s) re-enter
error message can also appear in some cases where the licensing is not the
issue. In these cases, you need to delete and recreate the agent in order to
resolve the issue.