UCCX 7.x/8.x: Unable to Login to Cisco IP Phone Agent

Introduction

This document provides information on how to troubleshoot the issue of an agent failing to login to the Cisco IP Phone Agent in a Cisco Unified Contact Center (IPCC) Express environment.

Also, refer to these documents for more information:

• UCCX: Failure to Login to the Agent Desktop

• UCCX 8.0 Login Error: The number of configured extensions for agent devices exceed maximum allowed

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Contact Center Express

• Cisco IP Phone Agent

Components Used

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

• Cisco Unified Contact Center Express 7.0(2)/8.x

• Cisco IP Phone Agent

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.

HTTP 404 Error

With Cisco Unified Contact Center Express 7.0(2), an HTTP 404 Error is received when trying to login to the Cisco IP Phone Agent. Also, the IPAgentInitial.class file is missing.

Solution

In order to resolve the issue, perform these steps:

1. Stop the Node Manager service.

2. Delete (or rename) the C:\Program Files\wfavvid\tomcat_appadmin\webapps\ipphone folder.

3. Start the Node Manager service.

Error: Name Logged into Another Extension

With Cisco Unified Contact Center Express 8.0, the Name logged into another extension error message is received when the agent attempts to login to the Cisco IP Phones.

Solution

This issue can occur due to the IPPA Agents. In order to resolve the issue, restart the Browser & IP Phone Agent (BIPPA) service. This issue can also occur if the user ID is configured in Unified Contact Center Express in capital case, and the user ID used to login is in lower case. In order to resolve the issue, use the same case that is configured in Unified Contact Center Express.

Error: AXL Server not found

Login to the Cisco Unified Contact Center Express server fails as it is timed out with the Error: AXL Server not found. Please check the Cisco AXL Web Service on Unified CM error message.

Solution 1

The solution for this issue is to upgrade to 8.5(1)SU1. If you use media instead of SFTP to perform the upgrade of the SU1 patch, make sure you burn the SU1 patch to a DVD and put it in the server. This is because the image (about 3 GB) can become corrupted during the SFTP transfer. The upgrade installation takes about 30 to 45 minutes (per node), and switching the versions takes about 10 to15 minutes. It is also recommended that you perform these tasks after business hours.

Note: If the IPPA service does not connect after the upgrade to 8.5(1), assign an IP address to the system that is less than 100 in the last octet (that is, XXX.XXX.XXX.XX) during implementation. This is documented in Cisco bug ID CSCtn23610 (registered customers only) .

Solution 2

In order to resolve the issue, perform these steps:

1. Change the AXL provider of the Cisco Unified Contact Center Express using the set uccx provider ip axl addr <The New IP address> CLI command.

2. In UCCX serviceability, go to Tools > Control Center-Network Services and restart the Cisco Desktop Sync Service.

Error: Cannot connect to the IP Phone Agent service

After a failover or the Unified Contact Center Express Engine restart, the slave server takes over. All the services on the secondary server come up as Master. Also, IP Phone Agent (IPPA) clients have issues logging in after Unified Contact Center Express failover. The agents receive this error message:

Cannot connect to the IP Phone Agent service

Solution

This issue is documented by Cisco bug ID CSCtt11421 (registered customers only) . In order to resolve the issue, restart the Cisco Browser and IP Phone Agent service.

IPPA Login Takes Longer Time

IPPA login takes a longer time, for example, 10-15 minutes. When saving changes for trace configuration via GUI, this error is received:

Error occurred while saving trace configuration. Unable to save config data to
PropertiesConfig

When trace level is set from CLI, it works without any issue.

Solution

This issue is documented by Cisco bug ID CSCtz14497 (registered customers only) . The workaround is to stop the Cisco Desktop VOIP monitor service on both the nodes.

UCCX 8.5 Unable to login to IP phone agent service

Problem

On the Unified Contact Center Express server, IPPA agents cannot login after the server reboot. However, restarting the IPPA service allows agents to login. BIPPA service IPPASvr causes a memory leak when CAD services are running on an IVR/IPCCX server. This also leads to IPPA agents unable to login on the UCCX server.

Solution

The problem had been isolated to the fact that the IPPA thread that is supposed to process the CTI messages is not running. Therefore, the incoming messages build up in the queue, which causes the memory leak. In order to resolve this issue, restart the BIPPA (IPPASvr process) service.

This is documented by Cisco bug ID CSCtn87921 (registered customers only) .

UCCX 8.x IP Phone Agent Login Issue

Problem

IPPA Agents are not able to login IPPA and are getting the error message: "Name logged into another extension"

Solution

This issue may occur due to User ID being entered in lower case while being configured in upper case in UCCX.

After correcting to make all letter cases agree, the issue will be resolved.

Related Information

• What steps are involved in the IP phone agent login process?
• Cisco Agent Desktop - Corrupt License File
• Technical Support & Documentation - Cisco Systems