Unable to login Unified CCX Agent

There can be many causes for agent login failure. Some of the causes are:

1. The given ID of agent is wrong.

2. The IPCC extension given by agent is wrong.

3. Network connectivity issue between CAD and Unified CCX. 

4. The password given by Agent is wrong.

5. Agent's Phone is not associated with RM JTAPI provider (RM Appuser) is CUCM.

6. Agent's Phone has more than 4 lines.

7. Agent's Phone has a shared line (IPCC extension) which is shared amongst more than one phone.

8. An extension on agent's phone is not unique. The same extension is configured on different partitions in CUCM.

9. Agent is using a phone which is using IPv6 addressing.

Step 1. Check whether agentID and IPCC extension associated with that resource is showing up of Resources page of Appadmin (Appadmin > Subsystems > RmCm > Resources). If the agent does not exist then check whether that agent is deleted from CUCM or not.

Step 2. If the agent is shown on Resources page and still agent is unable to login, then Open CDA and click on Setup > Synchronize Directory Services. Relaunch CAD and try to login agent again. If login still doesn;t work then try further steps

Step 3. Enable log facilities in following log levels

1. SS_RM DEBUG 
2. ICD_CTI DEBUG
3. Enable debug logging on CAD

Step 4. Try to login agent from CAD which will fail

Step 5. Download MIVR logs from Unified CCX for the timeframe when Agent tried to login using the RTMT tool.

Step 6. Try to find the login request coming from CAD to Unified CCX. For this Search for "SET_AGENT_STATE_REQ" in MIVR logs, which is coming from IP address where CAD is installed. In following example we can see that login request for agent "an1" is coming from IP address "64.103.254.206".

938197: Dec 01 11:41:52.484 IST %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=64.103.254.206,port=3067,localport=12028] Msg is {length=45 type=SET_AGENT_STATE_REQ,invokeId=2,agentState=LOGIN,eventReasonCode=0,forcedFlag=False,agentID=an1,agentDN=3001,agentPwd=***** }

If you do not see login request coming in logs, then check whether agent is using the agent ID in correct case and whether the specified IPCC extension is correct. If agentID and IPCC specified is correct then there might be some network issue. Collect CAD and MIVR logs and raise a case.

Step 7. Try to find the response which Unified CCX is sending for this login request,For this Search for "CONTROL_FAILURE_CONF" in MIVR logs, which is being sent to the IP address from where the login request came. Note that the invokeId field of login message and response message is same (in this case "2"). This tells that the message being sent is in response to login request.

938208: Dec 01 11:41:52.929 IST %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=2,failureCode=CF_INVALID_PASSWORD_SPECIFIED,errorCode=0, text=Unable to authenticate Resource. to socket: Socket[addr=64.103.254.206,port=3067,localport=12028] } 

Step 8. Note the failureCode field. This specifies the cause of login failure. Following is the list of common login failure codes:

• CF_INVALID_PASSWORD_SPECIFIED : Agent specified the wrong password.

• CF_SPECIFIED_AGENT_ALREADY_SIGNED_ON : Agent is already logged on. CAD will give an option to force-login when it receives this error.

• CF_SPECIFIED_EXTENSION_ALREADY_IN_USE : Someother agent is logged on the same IPCC extension. CAD will give an option to force-login when it receives this error.

• CRS_JTAPI_CCM_PROBLEM : Cannot login due to problem in CUCM. Check whether agent's device is associated with RM JTAPI provider (Application user)in CUCM. If problem persists then please collect JTAPI client logs in all debug levels and raise a case.

• CF_MAXIMUM_LINE_LIMIT_EXCEEDED : Agent phone has more than 4 lines. Reduce the number of lines on agent's phone from CUCM.

• CF_SHARED_LINES_NOT_SUPPORTED : One or more lines associated with the agent's device is being shared by multiple phones. Each line on agent phone should be associated with only agent's device. Remove the line from other device. Error can also occur in Extension Mobility configurations.

• CF_EXTENSION_NOT_UNIQUE : One or more lines associated with the agent's device is not unique and is configured on different partitions. Remove the line from other partitions.

• CRS_AGENT_DEVICE_IPv6 : Agent's device is using IPV6 addressing. These devices are not compatible with CAD. So use IPV4 addressing for agent's device.

• CRS_LINE_RESTRICTED : Cannot login due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.

• CRS_DEVICE_RESTRICTED : Cannot login due to problem in CUCM. Please collect JTAPI client logs in all debug levels and raise a case.

Step 9.If the problem is still not solved then collect logs in following log levels and raise a support case.

1. SS_RM DEBUG 
2. ICD_CTI DEBUG
3. Enable debug logging on CAD
4. JTAPI client logs in all debug levels