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failed due to too many shared devices for the ACD line.

iptuser55
Level 6
Level 6

‎08-14-2017 11:59 PM - edited ‎03-14-2019 05:31 PM

Every once in a while we get the above error- user unable to log in to Finesse when using EM. The user DN`s only appears once in the system but we still see the error on existing users -

07:40:14:131 PG1A-pim1 Trace: CSTASetAgentState: localDeviceId: 7471217 -- remoteDeviceID:  .
07:40:14:131 PG1A-pim1 Trace: TelephonyDriver:Login IP address   Login Device ID 7471217 Device Target Cisco7471217 Instrument 7471217.
07:40:14:131 PG1A-pim1 Trace: ActivateJTAPIClient: sending msgAddCallObserver.
07:40:14:133 PG1A-pim1 Trace: ApplicationProtocol::RecvAddCallObserverResponseMsg: Address: 7471217 Succeeded: 0 InvID=3630510 cause=151.
07:40:14:133 PG1A-pim1 Trace: CSTA OUT_OF_SERVICE, TelephonyDriver::ClientFailureCallback: SENT TO OPC
  Device = 5258  Cause = 30.
07:40:14:133 PG1A-pim1 Agent ID: 7471217, login validation for the address: 7471217, failed due to too many shared devices for the ACD line.
07:40:14:134 PG1A-pim1 Trace: ClientFailureCallback: Client connection has failed. AgtID=7471217 AgtSklTrgtID=5258 NetTgtID=101260.
07:40:14:134 PG1A-pim1 Trace: CSTAUniversalFailureConfEvent: TPServices::CSTAUniversalFailureConfEvent InvokeID=0xf0061b17 Error=GENERIC_UNSPECIFIED_REJECTION.
07:40:14:134 PG1A-pim1 Trace: PRIVATE_DATA: PeripheralErrorCode=0x27af(10159).
07:40:14:134 PG1A-pim1 Trace: DeskLinkAgent::ValidateAgentPrevalentStateTransition: Invalid state transition. Agent=7471217 current=AS_LOG_OUT new=AS_NOT_READY.
07:40:14:134 PG1A-pim1 Trace: DeskLinkAgent::ValidateAgentPrevalentStateTransition: Invalid state transition. Agent=7471217 current=AS_LOG_OUT new=AS_LOG_OUT.

usually we have to delete add again- any ideas

thanks

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Chintan Gajjar
Level 8
Level 8

‎08-15-2017 04:27 AM

Hi There,

Deleting can certainly help you here? but did you also try dissociating and re-associating device from JTAPI?

You got to find out which other device in there has been causing shared line.

For that you can use RTMT CTI search utility. it will tell how the CTI managers view for the device or line.

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