Troubleshoot UCCX- CME Integration Issue

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Jun 29, 2012 6:59 PM
Jun 29th, 2012

Introduction

In a CME-UCCX environment, the following error message appears in the agent phone display when an IP phone agent tries to login.

"The extension you entered is not associated with this agent ID. Verify the extension and try again".

This document discusses how to troubleshoot this issue.

Prerequisites

  • Cisco Unified Contact Center Express 7.x/8.x
  • Cisco Unified Communications Manager Express 7.x/8.x

Components Used

  • Cisco Unified Contact Center Express 7.x/8.x
  • Cisco Unified Communications Manager Express 7.x/8.x

Problem

In a CME-UCCX environment, When the IP phone agent loggin , the following error message appears in the agent phone display.

"The extension you entered is not associated with this agent ID. Verify the extension and try again".

Solution

To resolve the issue:

  1. Make sure that you are using the compatible CME IOS image as mentioned in the document Cisco Unified Contact Center Express (Cisco Unified CCX) Software and Hardware Compatibility Guide .

    For more information on CME-IOS version mapping, refer the  document Cisco Unified CME and Cisco IOS Software Version Compatibility  Matrix..

  2. Only SCCP Phones are supported as Agent Phones with Unified  CME. Refer to "Cisco Unified IP Phone Support" section from the  respective Cisco Unified CMESupported Firmware, Platforms, Memory, and Voice Products web page.

    For example, for Cisco Unified CME 7.1, go to Cisco Unified CME 7.1 Supported Firmware, Platforms, Memory, and Voice Products and scroll down to view the "Cisco Unified IP Phone Support" table.

    Note: Cisco IP Phones 6911, 6921, 6941, 6945, 6961, 8961, 9951, 9971 are not supported as Agent Phones with Cisco Unified CME.

  3. In the UCCX Control Center, make sure that the Unified CME Telephony Subsystem is in service.
  4. In the CME Router, configure the following and then restart the UCCX Engine.

                    Router(config)# sip−ua

                    Router(config−sip−ua)# presence enable

Related Information

This document was generated from the following discussion: UCCX Agent can`t loggin

Introduction

When  trying to  import users to Cisco Unity Connection 8.x from Cisco   Unified  Communications Manager, the following error message is received.

The   extension or phone number violated a restriction in the Restriction   Table

This document explains how to  troubleshoot this issue.

Prerequisites

  • Cisco   Unified Connection 8.x
  • Cisco Unified Communications Manager 5.x  and above

Components Used

  • Cisco   Unified Connection 8.6
  • Cisco Unified Communications Manager 5.x  and above

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Posted June 29, 2012 at 6:59 PM
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