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The agent receives this error message when trying to log in to the Agent Desktop: A critical error has been received. Either your phone or the CallManager is offline. If you are not already logged out, you may need to logout and try to login again.

Core Issue

The Cisco CallManager server is offline or the agent's IP phone has reset.


To resolve this issue, perform these steps:

  1. Make sure the Cisco CallManager server is online.
  2. Verify that the agent's phone is in service.
  3. Check for LAN connectivity issues, which can result in intermittent connectivity to the ICD and CallManager servers from the agent desktop. If there are any connectivity issues, fix them.
  4. Clear the DNS table to flush out the entries.

This issue can happen when there is a softphone associated to the same ICD extension. If the previous steps did not resolve the issue, remove the softphone DN from the user configuration. Refer Removing a Directory Number From a Phone for related information.

For more information about resolving Cisco Customer Response Applications (CRA) and Customer Response Solution (CRS), refer to these documents:

Problem Type

Voice applications  (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Customer Response Solution (CRS) Version

CRS 3.x