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Cisco Agent Desktop fails to log in after upgrading or reinstalling the CRS server due to JTAPI issues
During the Customer Response Solutions (CRS) server 3.1 upgrade, the installation warns about the Java Telephony Application Programming Interface (JTAPI) client version mismatch between the CRS server and the Cisco CallManager. The installation automatically upgrades the JTAPI client version on the CRS server to match the JTAPI client version on the Cisco CallManager.
After this, the Cisco Agent Desktop login fails with the Failed to connect to CTI Manager error message.
Normally, when the agent desktop starts up, it should access a share located on the CRS server program Files\Cisco\Desktop_Config\Desktop\Agentins\JTAPI\jtapi.jar. If the agent desktop detects a mismatch between its JTAPI version and the JTAPI version on the share, it should copy it over to itself. Sometimes the agent desktop fails to do this, either because the share does not have the proper rights for the user or the share has some problem.
To resolve this issue, choose from one of these options:
Share the Program Files\Cisco\Desktop_Config\Desktop folder on the CRS server and provide sufficient rights for the agent. This enables the Cisco Agent Desktop to automatically update the JTAPI client with the correct version when it attempts to log in.
Manually copy the JTAPI client from the CRS server Program Files\Cisco\Desktop_Config\Desktop\Agentins\JTAPI\jtapi.jar and overwrite it onto the agent desktop Program Files\Cisco\Desktop\bin\CiscoJTAPIClient\Lib\jtapi.jar.
Run this Java Update utility on the CRS server: Start > Programs > CRA Admin > JTAPI Update utility. Whenever a client logs in, this verifies and updates the JTAPI.