Cisco Unified Contact Center Express

Document ID: 44762

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document describes the IP phone agent failure that occurs after you install Cisco Customer Response Solution (CRS) 3.1 in a Cisco IP Contact Center (IPCC) Express environment. The document also provides the workaround.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• CRS

Components Used

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

• Cisco CallManager version 3.3(3) and later

• CRS 3.1(1) Service Release 2

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

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.

1. Press the Services button on Cisco IP Phone 7940 or 7960.

   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.

2. Choose IP Phone Agent from the menu.

   Figure 2 appears.

   Figure 2—IP Agent Login Screen

   

3. Enter the agent identification (ID), password, and agent extension.

4. Press the Submit softkey.

   This error appears on the screen:

   Connection to CTI Server is down

Solution

Apply Cisco 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.

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Related Information

• Cisco Customer Response Applications 3.1(1) Service Release 2
• Technical Support & Documentation