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Cisco Unified Contact Center Express

Fail to Login to the Agent Desktop - Device Association Issue

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Document ID: 49820


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one of the reasons why an agent fails to login to the Cisco Agent Desktop in a Cisco IP Contact Center (IPCC) Express environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco CallManager

  • Cisco IPCC Express Edition

  • Cisco Desktop Product Suite

Components Used

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

  • Cisco CallManager

  • Cisco IPCC Express Edition

  • Cisco Desktop Product Suite

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

After you add a new agent, the new agent fails to login to the Cisco Agent Desktop. This error message is displayed:

Unable to log agent in

cad-login-fails-device-assoc-1.gif

In the corresponding agent.log file, this message appears:

INFO   ASL10008  Agent 7149 could not be found in agent list map.

Another symptom is that the corresponding MIVR log contains this message:

%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=shutdownAddr,The name of the method 
invoked=getAddress,The error message resulting from a method invocation=throws 
exception com.cisco.jtapi.InvalidArgumentExceptionImpl: Address 7149 is not in 
provider's domain.

Another possible symptom of this issue is that when the agent tries to log in, this error message is received:

Login failed due to a configuration error.  
Please ask your system administrator to associate your phone with the 
RM JTAPI Provider user ID according to the instructions in 
the Administrator Guide.

Note: Date and time have been stripped from the trace file.

Solution

This is a configuration problem where the error message points to a device association issue. The Cisco IP Interactive Call Distribution (ICD) Resource Manager (RM) uses a JTAPI user configured in Cisco CallManager to monitor agent phones, control agent states, and route and queue calls. You must create a Cisco CallManager user for the Resource Manager subsystem. You can use any name. However, if you name the user RMUser, it is meaningful and easy to remember.

In this case, the agent phone device in trouble is not associated with the RMUser. Complete these steps:

Note: If the error occurs even with the agent phone device associated with the RMUser, un-associate and re-associate the device with the RMUser to resolve the issue. Also make sure that none of the Agent DNs are shared and that all the DNs are set so that Max Calls = 2 and Busy trigger = 1.

  1. Connect to Cisco CallManager Administration.

  2. Choose User > Global Directory.

  3. In the Basic Search screen, type RMUser in the User Search empty box.

  4. Click Search.

  5. Click User ID RMUser in the Find and List Users window.

  6. Click Associate Devices.

  7. Check the check boxes associated with the agent phone devices in the Device Association window.

  8. Click the No Primary Extension button.

  9. Click Update Selected.

Note: If this solution does not solve the issue, restart the CTIManager Service in order to resolve the issue. Also check whether the agent phone is associated with the Resource Manager-Contact Manager (RMCM) user in CallManager. If not, associate the agent phone with the RMCM user.

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Updated: May 26, 2009Document ID: 49820