Persistent Connection is not established with Remote Destination

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Persistent Connection is not established with the remote destination

Problem Summary
Persistent Connection is not established with the remote destination.
Error Message / Log
PersistentConnection::createPersistentConnection check for persistent connection
for extension:
PersistentConnection::getRDTerminal check for active remote destination for :
PersistentConnection::getRDTerminal active remote destination present for :
PersistentConnection::createPersistentConnection for address:terminal:
PersistentConnection::getPersistentConnection for address:terminal:+8899:
CTIRDvelanka
PersistentConnection::getPersistentConnection call success for address:terminal
PersistentConnection::createPersistenceWithRetry for
PersistentConnection::createPersistenceWithRetry com.cisco.jtapi.
InvalidStateExceptionImpl:Address is out of service
PersistentConnection::createPersistentWithRetry retry 1 for address:terminal:
PersistentConnection::createPersistenceWithRetry for
PersistentConnection::createPersistenceWithRetrycom.cisco.jtapi.
InvalidStateExceptionImpl:Address is out of service
PersistentConnection::createPersistentWithRetry retry 2 for address:terminal:
PersistentConnection::createPersistenceWithRetry for
PersistentConnection::createPersistenceWithRetrycom.cisco.jtapi.
InvalidStateExceptionImpl:Address is out of service
PersistentConnection::createPersistentWithRetry retry 3 for address:terminal
Processing msg: DeviceOutOfServiceMsg (Rsrc:velanka,Reason:AGENT_LOGIN)
Agent velanka .processDeviceOutOfSrvMsg
(DeviceOutOfServiceMsg (Rsrc:velanka,Reason:AGENT_LOGIN)), current device
state:DEVICE_UNKNOWN
Possible Cause
Agent is not able to receive the ICD calls using the remote device.
Recommended Action
  • Add the CTI remote device created for the remote agent in the application user’s device controlled list.
  • Add the CTI remote device created for the remote agent in the user’s (agent/supervisor) device-controlled list.
  • Set one of the valid remote destinations as active in the CUCM using the Jabber client.
  • The agent should log in to CAD or Finesse with the DN associated with the CTI remote revice.
  • Set the appropriate route pattern in the CUCM for the remote destination.
  • If any partition is configured in CUCM, CTIRD device and route pattern should also have the same partition configured.
  • Check the MIVR log after enabling all the debug levels for the subsystem SS_RMCM in Unified CCX serviceability.
Release
Release 10.0(1)
Associated CDETS #
N/A


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