Desktop: Agent cannot sign in

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Revision as of 16:05, 28 June 2012

Agent cannot sign in to the desktop

Problem Summary The agent cannot sign in to the desktop
Error Message Finesse is out of service. Please try again or contact the administrator.
Possible Cause
  1. The Cisco Finesse Notification Service is not running. For more information about checking the status of the Cisco Finesse Notification Service, see the section "Commands Supported for Cisco Finesse" in the
    User Guide for the Cisco Finesse Administration and Serviceability Consoles    .
  2. Finesse is not connected to the CTI server. Make sure there is network connectivity between Finesse and the CTI server. Then sign in to the Cisco Finesse Administration Console and verify that the settings in the Server Settings gadget are correct.
  3. The DNS was not configured during the installation. To check if DNS was configured during installation, check the install.log for the following:

    InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client
    Configuration, button pushed = No|<LVL::Info

    The preceding message indicates that DNS was not configured during the installation. For information about collecting Finesse logs, see the section "Commands Supported for Cisco Finesse" in the
    User Guide for the Cisco Finesse Administration and Serviceability Consoles.
Recommended Action
  1. Try to sign in to the desktop on the alternate Finesse server. If Finesse goes out of service after the agent is already signed in, the browser is automatically directed to the desktop on the alternate Finesse server.
  2. If the Cisco Finesse Notification Service is not running, start the service (for more information, see the section “Commands Supported for Cisco Finesse" in the
    User Guide for the Cisco Finesse Administration and Serviceability Consoles).
  3. If Finesse is not connected to the CTI server, correct any incorrect settings in the Server Settings gadget in the Administration Console.
  4. If DNS was not configured during the installation, reinstall Finesse and configure the DNS. DNS configuration is mandatory for Cisco Finesse. For installation instructions, see the
    Cisco Finesse Installation and Getting Started Guide.
Release Release 8.5(3), Release 9.0(1)
Associated CDETS # None.



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