We use uccx 11 and CUCM 11. Agents want login to finesse desktop and get following error.

ergin.sezgin · ‎02-10-2016

Hi,

We use uccx 11 and CUCM 11. Agents want login to finesse desktop and get following error.

Finesse Error: The device associated with that extension or dial number is invalid.

-CCX with CUCM sync is ok.

-Ldap authentication disabled.

- Create local user on CUCM

- User phone added user controlled device and primary ipcc extension

- User phone added to Rmcmuser

We try but not change

http://docwiki.cisco.com/wiki/Remote_Agent_or_Supervisor_login_gives_device_associated_with_that_extension_or_dial_number_is_invalid_error

Deepak Rawat · ‎02-10-2016

Couple of things to check here:

1) Make sure the agent extension is not shared. Go to CUCM >> Call Routing >> Route Plan Report and then confirm

2) If it it happening with all the agents, then it will be worth to create a new AXL user/password on CUCM and update the same on UCCX then

3) In many cases, the phone is set to allow both IPv4 and IPv6 which can also cause issues. Check the profile of the Common Device Configuration setting on the phone. The setting IP Addressing Mode should be set to IPv4 only. The default is IPv6 and IPv4, so often a new profile has to be created just for the agent phones to limit them to IPv4.

4) In case, it is happening for a single agent then it will be worth to try a new extension altogether that had never been used earlier in CM. Also, you can try deleting the phone and adding it back again then.

Regards

Deepak

View solution in original post

Deepak Rawat · ‎02-10-2016

Couple of things to check here:

1) Make sure the agent extension is not shared. Go to CUCM >> Call Routing >> Route Plan Report and then confirm

2) If it it happening with all the agents, then it will be worth to create a new AXL user/password on CUCM and update the same on UCCX then

3) In many cases, the phone is set to allow both IPv4 and IPv6 which can also cause issues. Check the profile of the Common Device Configuration setting on the phone. The setting IP Addressing Mode should be set to IPv4 only. The default is IPv6 and IPv4, so often a new profile has to be created just for the agent phones to limit them to IPv4.

4) In case, it is happening for a single agent then it will be worth to try a new extension altogether that had never been used earlier in CM. Also, you can try deleting the phone and adding it back again then.

Regards

Deepak

ergin.sezgin · ‎02-10-2016

Rawat thank you again

Deepak Rawat · ‎02-10-2016

No issues Ergin and thanks for updating the forum. So what was the problem in your case.

Regards

Deepak

00u197zf35Si7soFJ5d7 · ‎07-16-2021

Hi Deepak please help me with this issue

BMB_EG · ‎11-27-2022

We had same issue and resolved after add Common Device Configuration to phone and have IPV4 only in Addressing Mode,That after we checked @Deepak Rawat recommendations

Nikhil.ranjan · ‎10-07-2019

Just to add one more thing to what Deepak said, if there is a shared device then only one device should be associated with the rmcm user.

Imthiyas Khan K I · ‎11-27-2019

Please make sure the "Global Address" and "Configuration Parameters" are configured properly under "Device Target Explorer" from "Configuration Manager"

Sample :

Global Address : 2873

Configuration Parameters : /devtype ciscophone /dn 2873

Anas Hafez · ‎09-12-2020

I know this might be a silly suggestion given all the comments till now but make sure you are logging into Finesse with End User IPCC and not primary extension.

UCCX 11 Finesse desktop Device associated

We use uccx 11 and CUCM 11. Agents want login to finesse desktop and get following error.

-CCX with CUCM sync is ok.

-Ldap authentication disabled.

- Create local user on CUCM