CTIOS Agent Softphone Login Failure

Document ID: 65747

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document describes one reason why Agent Softphone for Cisco Computer Telephony Integration Object Server (CTIOS) fails to log into the server in a Cisco IP Contact Center (IPCC) Enterprise environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

Cisco IPCC Enterprise configuration
Computer Telephony Integration Object Server (CTIOS)

Components Used

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

Cisco IPCC Enterprise Edition version 6.x and later
CTIOS version 6.x 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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When the CTIOS Agent Softphone tries to log into the CTIOS Server, the login fails, and an IPCC error message appears (see Figure 1).

Figure 1 – IPCC Error Message

In addition, the Agent ID and other agent-related information are blank (see Figure 2).

Figure 2 – Cisco CTIOS Agent Softphone

The corresponding log for the Peripheral Interface Manager (PIM) process displays these messages:

15:50:30 pg1A-pim1 Trace: TelephonyDriver:Login IP address   
Login Device ID 2001 Device
Target IP address 2001 

*****15:50:30 pg1A-pim1 Trace: BaseDevice::
CreateNewClientInstance: Invalid device type specified. Unsupported************* 

15:50:30 pg1A-pim1 Trace: TelephonyDriver::CSTASetAgentState:
Agent 2001 login failed - Create of Client Instance failed.netTargetID=5764 
15:50:30 pg1A-pim1 Trace: DeskLinkPeripheral::SetAlert -
(TelephonyDriver::CSTASetAgentState) Setting ERROR Alert #27 - 15:50:30
Create Instance

Solution

This problem occurs due to a configuration issue. When you configure the device target, you can specify configuration parameters that represent strings that the device receives during initialization. You can use the Configuration parameters field to enter specific parameters. The Configuration parameters field contains these three parameters:

/devtype: Device type
/dn: Full phone number
/ext: Extension

/devtype and /dn are required parameters. /ext is optional. Here, the device is a Cisco CTIOS Agent Softphone. Therefore, the /devtype must be ciscophone (see Figure 3).

CTIOS Agent Softphone login failure occurs if you spell ciscophone incorrectly during configuration. Correct the spelling of ciscophone in order to solve the problem.

Figure 3 – Configuration Parameters

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Related Information

Technical Support & Documentation - Cisco Systems

Updated: Aug 15, 2005

Document ID: 65747

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