Agent with the Extension Mobility Enabled Fails to Log in to Cisco Agent Desktop

Introduction

This document describes why an agent that has the Extension Mobility option enabled can successfully log in to an IP phone that supports Extension Mobility but fails to log in to the Cisco Agent Desktop (CAD) when it uses the same user ID and password in a Cisco IP Contact Center (IPCC) Express Edition environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

• Cisco Unified Contact Center Express

Components Used

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

• Cisco CallManager version 3.x and later

• Cisco Unified Commnucations Manager 8.x

• CRS version 3.x and later

• Cisco Unified Contact Center Express 8.0

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.

Background Information

The IP Interactive Call Distribution (ICD) subsystem provides resource distribution and queuing to call centers. You must provision the IP ICD subsystem.

In order to perform the configuration process, connect to the Cisco Customer Response Application (CRA) Administration web site and complete these tasks:

• Configure users in Cisco CallManager — You must assign ICD extensions for the users who are agents in the Cisco IP ICD system, and create a Cisco CallManager user for the Resource Manager (RM) of the ICD subsystem.

• Provision the RM JTAPI provider — The RM of the Cisco IP ICD system uses a Cisco CallManager user called a JTAPI provider. This provider monitors agent phones, controls agent states, and routes and queues calls.

• Provision Resource Groups — Resource groups are collections of agents that the Control Service Queue (CSQ) uses to handle incoming Cisco IP ICD calls. You must specify a resource group to use resource group-based CSQs.

• Provision Resources — Agents that answer calls are also known as resources. After you create a resource group, you must assign agents (resources) to that group.

Error: Agent state login request failed: Unable to log agent in

Problem

An agent that uses Extension Mobility in conjunction with Cisco Agent Desktop in the Cisco ICD system is able to log in to Extension Mobility, but log in fails for the Cisco Agent Desktop. This is the error message displayed in the agent.dbg log:

15:24:47 10/29/2003 MAJOR  PhoneDev  PD2068 AgentLogin: Agent state login 
  request failed: Unable to log agent in

Note: This error message is displayed over two lines due to space limitations.

Solution

This problem is a configuration issue. There are two types of errors detected.

• When you examine the corresponding agent.dbg logs, these errors are identified:

  15:24:47 10/29/2003 DEBUG10 PhoneDev PD2864 --------------------Begin
  CONTROL_FAILURE_CONF-----------------
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2918 OnControlFailureConf:InvokeID is 1
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2919 OnControlFailureConf:FailureCode=<270>
  CF_JTAPI_CCM_PROBLEM.
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2922 OnControlFailureConf:PeripheralErrorCode=<0>.
  15:24:47 10/29/2003 DEBUG10 PhoneDev PD2960 --------------------END CONTROL_FAILURE_CONF

  Note: The bolded CF_JTAPI_CCM_PROBLEM states the phone is not associated with the RM user in this case.

• When you examine the corresponding MIVR logs, these errors appear:

  410: Oct 29 16:59:58.921 EST %MIVR-SS_RM-3-RIMGR_METHOD_INVOC_ERROR:RIMgr 
  has had a problem invoking a method: Module=RM component,The name 
  of the method that invoked another method=initAddr,The name of the method 
  invoked=getAddress,The error message resulting from a method invocation=throws 
  exception com.cisco.jtapi. InvalidArgumentExceptionImpl: 
  Address 7607 is not in provider's domain. 
  411: Oct  29 16:59:58.921 EST %MIVR-SS_RM-3-LOGIN_FAILED:
  Login of resource failed: Module=RM component,The description of a message sent 
  from/to the RM=class com.cisco.wf.subsystems.rmcm.msgs.CTIOpenReqMsg 
  Rsrc: Req.ID:3,A specific description for a trace=problems in JTAPI or CM 
  <...>
  422: Oct 29 16:59:59.500 EST %MIVR-SS_RM-3-RIMGR_METHOD_INVOC_ERROR:RIMgr has had 
  a problem invoking a method: Module=RM component,The name of the 
  method that invoked another method=initAddr,The name of the method 
  invoked=getAddress,The error message resulting from a method 
  invocation=throws exception com.cisco.jtapi. InvalidArgumentExceptionImpl: 
  Address 7607 is not in provider's domain. 
  423: Oct 29 16:59:59.500 EST %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: 
  Module=RM component,The description of a message sent from/to the 
  RM=CTISetAgentStateReqMsg (Rsrc:5103 InvokeID:1 State:LOGIN Forced:False),
  A specific description for a trace=problems in JTAPI or CM

  Note:  Module=RM, together with the bolded Address 7607 is not in provider's domain, show the ICD extension (7607) is not associated with the RM user in this case.

Based on these detections, it appears the problem is caused by a login attempt by a user whose IP phone is not associated with the RM user. In this case, the Extension Mobility Device Profile is associated with the RM user, but the IP phone used for the Extension Mobility login is not associated with the RM user. For the ICD to work in an Extension Mobility setup, it must be associated with both the agent Extension Mobility Device Profiles and any IP phone the agent can use. Once the IP phone and the Extension Mobility Device Profile are associated with the RM user, the agent is able to successfully login to the Cisco Agent Desktop.

Error 6 when logging into Extension Mobility

Problem

The IPCC user receives an "Error 6" error message when they log in to Extension Mobility.

Solution

This is an Lightweight Directory Access Protocol (LDAP) issue. In order to resolve this issue, recreate the user in the DC Directory.

Error: You cannot log in because the phone is IPv6-enabled

Problem

You receive this error message when you use Extension Mobility to log in to the CAD software:

You cannot log in because the phone is IPv6-enabled. IPv6-enabled phones are not compatible with CAD.

This issue is documented in Cisco Bug ID CSCti18636.

Complete one of these solutions as a workaround:

Solution 1

Complete these steps:

1. Access the CallManager end user configuration page.

2. Under controlled devices, associate the MAC address of the IP phone with the end user.

3. Add the user to the standard CTI enabled user group, and then add the phone in rmcm user.

Solution 2

Complete these steps:

1. Choose CUCM Administration > Device > Phone, and click the IP phone on which the issue occurs.

2. Choose Device > Device Settings > Common Device Configuration.

3. Under the common device configuration, change the IP Addressing Mode to IPv4 only.

4. From the CUCM phone configuration page, reset the IP phone.

5. Reset the TFTP and CTIManager services.

UDP Profiles and IPC

Problem

After you log in to CAD and the Cisco IP Communicator phone and you click Ready in CAD, you receive this error message: Resource is off. If you then restart Cisco IP Communicator, you receive this error message: device is connected. If you click Ready, it works.

These logs show that the JTAPI application (such as Unified Contact Center Express or Enterprise) is unable to control a physical device after it is logged in through Extension Mobility:

• CallManager traces

• CTI traces from CallManager RTMT

• JTAPI logs from UCCx

A similar error is encountered in the JTAPI or JGW logs:

09:55:58:924 hostname Trace: Calling address.addObserver for 602603
09:55:58:924 hostname Trace: 185753: %JTAPI-JTAPI-7-UNK:[602603:Internal-PT:1]
	Request: addObserver(com.cisco.icm.jgw.jtapi.JTapiObj@8aeb74)
09:55:58:925 hostname Trace: 185754: %JTAPI-JTAPIIMPL-7-UNK:Address 
	[SEP001647BA10C4:602603:Internal-PT:(0,0)] out of service
09:55:58:925 hostname Trace: 185755: %JTAPI-JTAPI-7-UNK:(P1-pg1user_agt)
	[602603:Internal-PT] CiscoAddrOutOfServiceEv [#14746] Cause:100 
	CallCtlCause:0 CiscoCause:0 FeatReason:12
09:55:58:925 hostname Trace: 185756: %JTAPI-JTAPIIMPL-7-UNK:
	[com.cisco.icm.jgw.jtapi.JTapiObj@8aeb74]ObserverProxy.queueEvents: 
	queuing asynchronously
09:55:58:925 hostname Trace: 185757: %JTAPI-MISC-7-UNK:
	ObserverThread(com.cisco.icm.jgw.jtapi.JTapiObj@8aeb74): 
	queuing com.cisco.jtapi.JtapiAddressEventSet
09:55:58:925 hostname Trace: 185758: Feb 20 09:55:58.925 EST %JTAPI-PROTOCOL-7-UNK:
	(P1-10.224.1.12) [pool-1-thread-1-JTAPIGW-1] sending: 
	com.cisco.cti.protocol.LineOpenRequest {sequenceNumber = 1277
09:55:58:925 hostname Trace:deviceName = SEPXXXXXXXXXX

09:55:58:924 hostname Trace: 185753: %JTAPI-JTAPI-7-UNK:[602603:Internal-PT:1]
	Request: addObserver(com.cisco.icm.jgw.jtapi.JTapiObj@8aeb74)
09:55:58:925 hostname Trace: 185754: %JTAPI-JTAPIIMPL-7-UNK:Address 
	[SEP001647BA10C4:602603:Internal-PT:(0,0)] out of service
09:55:58:925 hostname Trace: 185755: %JTAPI-JTAPI-7-UNK:(P1-pg1user_agt) 
	[602603:Internal-PT] CiscoAddrOutOfServiceEv [#14746] Cause:100 
	CallCtlCause:0 CiscoCause:0 FeatReason:12

Solution

The issue occurs because Extension Mobility User Datagram Protocol (UDP) is unable to be controlled by the JTAPI application.

This issue can occur in an environment where a JTAPI application is associated to Extension Mobility profiles on Cisco Unified Communications Manager.

Complete one of these steps in order to resolve the issue:

• Restart the application.

• Stop the Cisco CTIManager service on all nodes, then start the Cisco CTIManager service on all nodes.

Note: This issue is documented in Cisco Bug ID CSCty22899 (registered customers only) and CSCts56726 (registered customers only) .

Related Information

• Cisco Customer Response Applications Administrator Guide
• Installing and Configuring Extension Mobility Using Either: Extended Services 2.2; CRA 2.2 or CRS 3.0(2) and CallManager 3.2
• Technical Support & Documentation - Cisco Systems