This document discusses the CF_Invalid_AgentID_Specified error message, which is reported by the CTITest utility command when you troubleshoot agent login problems in a Cisco IP Contact Center (IPCC) environment. This document discusses the source of this error as well as possible solutions.
Cisco recommends that you have knowledge of these topics:
Cisco Intelligent Contact Management (ICM)
Computer Telephony Integration (CTI)
The information in this document is based on Cisco ICM versions 4.6.2 and later.
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.
Refer to Cisco Technical Tips Conventions for more information on document conventions.
In an IPCC Cisco ICM environment, agents report they cannot log in to the CTI Server. This error message is returned when you use the CTI Test Guide to troubleshoot the problem:
Use the CTI Test Guide and complete these steps on the Peripheral Gateway (PG) where the CTI Server is installed:
Choose Start > Run in order to display the Run dialog box.
Enter the cmd command in order to open a DOS command window.
From the command prompt, enter the ctitest command.
Note: Refer to Using CTITest to Troubleshoot Agent Login Problems to create the agent profile that reported the failure.
Attempt to log in to the agent using the agent ID Password and Instrument.
This is an example output of the returned error for login 1110 1111 /instrument 5002:
CTITest: open CTITest: 12:26:35 Trace: 12:26:35 Trace: ... session #1 trying CTI Server on side A (geolab4pg1a port 44027) 12:26:35 Trace: ... session #1 connected to side A after 20 ms 12:26:35 Trace: ... session #1 opened after 80 ms CCTime: 12:27:14 PGStatus: NORMAL Peripheral: OnLine 12:26:35 Trace: EnterpriseAgent AgentID: State: UNKNOWN 12:26:35 Trace: *====*====*====*====*====*====*====*====*====*====*====*==== login 1110 1111 /instrument 5002 CTITest: 12:26:47 Trace: *** SET_AGENT_STATE_REQ failure response, err:256 (CF_INVALID_AGENT_ID_SPECIFIED), periph err:0 after 101 ms. ***
There are two key pieces of Cisco ICM Agent Configuration data required for a successful CTI login:
In the example output of the returned error for login 1110 1111 /instrument 5002 (see the Verify the Error section), the Agent logs in with a Login ID of 1110, which fails. You need to check the configuration of the Agent in order to verify the user ID.
Cisco ICM version 4.6.2 and later—Use the Agent Explorer in Configure ICM in order to verify the configuration. The Peripheral number is the Agent Login ID. Notice the value of 1101.Figure 1: Agent Configuration - Cisco ICM version 4.6.2 and later
Cisco ICM version 4.1.x - 4.6.x—Use the Agent Configuration in Configure ICR in order to verify the configuration. The Peripheral Number is the Agent Login ID. Notice the value of 1101.Figure 2: Agent Configuration - Cisco ICM version 4.1.x - 4.6.x
If the Agent is still unable to log in and the Agent Login ID is verified, you should complete these steps:
Turn up the IPCC Tracing.
Reproduce the Agent Login failure with CTITest.
Collect a text clip of the failed CTITest login.
Collect the JTapi, Pim, OPC and CTIServerr log files. Refer to How to Use the Dumplog Utility.
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