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Updated:June 8, 2017
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This document describes a problem when Finesse IP Phone Agent (IPPA) agent gets an error "Phone URL authentication username or password is incorrect in the IP Phone Agent settings. Contact your administrator." after normal call termination.
FIPPA URL Authentication Troubleshooting
Check the user configured in Finesse Administration web page for IPPA settings.
Get basic information about the phone that has FIPPA service configured. To troubleshoot, it is good to have MAC address, IP address and extension of the phone.
Most of the troubleshooting for this feature is done from Cisco Unified Communications Manager (CUCM) perspective.
Therefore administration should have some experience with CUCM.
Ensure that the user configured in Finesse Administration IPPA settings has the phone in its list of controlled devices. In order to do that, use this SQL query. Replace the pguser name in the query with the one you have configured.
admin:run sql SELECT m.pkid,ap.name appuser,d.name device FROM ApplicationUserDeviceMap m INNER JOIN device AS d ON d.pkid==m.fkdevice INNER JOIN applicationuser ap ON ap.pkid==m.fkapplicationuser WHERE ap.name LIKE 'pguser' pkid appuser device ==================================== ======= ==================== ea92949a-c8e4-4818-ad42-80ed5ba65135 pguser SEP0050569902C1 fb5af549-d1ae-423b-afa0-f28b32e4426d pguser SEP005056996F7E 1fe71268-328b-4810-9e55-5683647a82d1 pguser SEPC80084AA8721
In the example pguser has phone with mac address C80084AA8721 in its list of controlled devices.
If Extenstion Mobility (EM) service is used CTI Controlled Device Profile must be associated as well with pguser.
Use this link to ensure that the phone can be controlled remotely. Replace IP address with the one that your FIPPA phone has and provide pguser credentials after the prompt.