Cisco Unified Contact Center Express

Document ID: 46842

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Background Information
Problem
      Solution
Problem
      Solution
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Related Information

Introduction

This document provides information on why an agent that has the Extension Mobility option enabled, can successfully login to an IP phone supporting Extension Mobility. However, this agent fails to login to the Cisco Agent Desktop when it uses the same user ID and password in a Cisco IP Contact Center (IPCC) Express Edition environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco Customer Response Solutions (CRS)

Components Used

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

• Cisco CallManager version 3.x and later

• CRS version 3.x and later

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.

Background Information

The IP Interactive Call Distribution (ICD) subsystem provides resource distribution and queuing to call centers. You must provision the IP ICD subsystem.

In order to perform the configuration process, connect to the Cisco Customer Response Application (CRA) Administration web site and complete these tasks:

• Configure users in Cisco CallManager — You must assign ICD extensions for the users who are agents in the Cisco IP ICD system, and create a Cisco CallManager user for the Resource Manager (RM) of the ICD subsystem.

• Provision the RM JTAPI provider — The RM of the Cisco IP ICD system uses a Cisco CallManager user called a JTAPI provider. This provider monitors agent phones, controls agent states, and routes and queues calls.

• Provision Resource Groups — Resource groups are collections of agents that the Control Service Queue (CSQ) uses to handle incoming Cisco IP ICD calls. You must specify a resource group to use resource group-based CSQs.

• Provision Resources — Agents that answer calls are also known as resources. After you create a resource group, you must assign agents (resources) to that group.

Problem

An agent that uses Extension Mobility in conjunction with Cisco Agent Desktop in the Cisco ICD system is able to login to Extension Mobility, but login fails for the Cisco Agent Desktop. This is the error message displayed in the agent.dbg log:

15:24:47 10/29/2003 MAJOR  PhoneDev  PD2068 AgentLogin: Agent state login 
  request failed: Unable to log agent in

Note: This error message is displayed over two lines due to space limitations.

Solution

This problem is a configuration issue. There are two types of errors detected.

• When you examine the corresponding agent.dbg logs, these errors are identified:

  15:24:47 10/29/2003 DEBUG10 PhoneDev PD2864 --------------------Begin
  CONTROL_FAILURE_CONF-----------------
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2918 OnControlFailureConf:InvokeID is 1
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2919 OnControlFailureConf:FailureCode=<270>
  CF_JTAPI_CCM_PROBLEM.
  15:24:47 10/29/2003 MAJOR  PhoneDev  PD2922 OnControlFailureConf:PeripheralErrorCode=<0>.
  15:24:47 10/29/2003 DEBUG10 PhoneDev PD2960 --------------------END CONTROL_FAILURE_CONF

  Note: The bolded CF_JTAPI_CCM_PROBLEM states the phone is not associated with the RM user in this case.

• When you examine the corresponding MIVR logs, these errors appear:

  410: Oct 29 16:59:58.921 EST %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=initAddr,The name of the method 
  invoked=getAddress,The error message resulting from a method invocation=throws 
  exception com.cisco.jtapi. InvalidArgumentExceptionImpl: 
  Address 7607 is not in provider's domain. 
  411: Oct  29 16:59:58.921 EST %MIVR-SS_RM-3-LOGIN_FAILED:
  Login of resource failed: Module=RM component,The description of a message sent 
  from/to the RM=class com.cisco.wf.subsystems.rmcm.msgs.CTIOpenReqMsg 
  Rsrc: Req.ID:3,A specific description for a trace=problems in JTAPI or CM 
  <...>
  422: Oct 29 16:59:59.500 EST %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=initAddr,The name of the method 
  invoked=getAddress,The error message resulting from a method 
  invocation=throws exception com.cisco.jtapi. InvalidArgumentExceptionImpl: 
  Address 7607 is not in provider's domain. 
  423: Oct 29 16:59:59.500 EST %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: 
  Module=RM component,The description of a message sent from/to the 
  RM=CTISetAgentStateReqMsg (Rsrc:5103 InvokeID:1 State:LOGIN Forced:False),
  A specific description for a trace=problems in JTAPI or CM

  Note:  Module=RM, together with the bolded Address 7607 is not in provider's domain, show the ICD extension (7607) is not associated with the RM user in this case.

Based on these detections, it appears the problem is caused by a login attempt by a user whose IP phone is not associated with the RM user. In this case, the Extension Mobility Device Profile is associated with the RM user, but the IP phone used for the Extension Mobility login is not associated with the RM user. For the ICD to work in an Extension Mobility setup, it must be associated with both the agent Extension Mobility Device Profiles and any IP phone the agent can use. Once the IP phone and the Extension Mobility Device Profile are associated with the RM user, the agent is able to successfully login to the Cisco Agent Desktop.

Problem

The IPCC user receives an "Error 6" error message when logging into Extension Mobility.

Solution

This is an Lightweight Directory Access Protocol (LDAP) issue. In order to resolve this issue, recreate the user in the DC Directory.

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Related Information

• Cisco Customer Response Applications Administrator Guide
• Installing and Configuring Extension Mobility Using Either: Extended Services 2.2; CRA 2.2 or CRS 3.0(2) and CallManager 3.2
• Technical Support & Documentation - Cisco Systems