The control failure errors are printed in the MIVR log when debug level tracing for IP Contact Center (IPCC) Express_CTI is turned on. To enable debug, select AppAdmin > System > Engine > Trace Configuration. Select Debugging for the ICD_CTI Sub-Facility. Select Update. This table describes the control failure error codes:
The request would exceed the server's overall resource limits.
This means that the login request was denied because it would have exceeded the hard coded limit of 300 logged in agents in 3.1.
The Device associated with the Agent resource is OFF.
An agent attempted to go Ready but CRS never received the ciscoaddressinservice event. Check the agents device state. Make sure that their phone is in service.
The Device associated with the Agent resource is Busy.
The Agent tried to go ready when they were already on a non-IPCC Express call (off hook).
The request specified an invalid AgentID.
This error occurs when the AgentID doesn't exist in the internal agent list in memory. This table is created when the IPCC Express Subsystem starts and is refreshed when the Resource page is visited.
The request specified an invalid agent password.
The request specified an invalid AgentID and/or invalid agent password.
This error indicates that an IP Phone agent failed to Authenticate to LDAP.
The request failed because the specified agent is already logged in.
Agent attempts to login when the AgentID is already in use. This should be followed by a forced login prompt to allow the Agent to login and automatically logoff the other agent using that AgentID.
The request specified an invalid logon device.
The IPCC Express extension specified at login doesn't match the IPCC Express extension in the User Profile in LDAP.
The request specified an invalid agent work mode.
An agent's attempt to change their state failed. Check IVR logs for cause.
No Agent DN is assigned to the specified Agent ID.
The user doesn't have an IPCC Express extension configured in their user profile in LDAP. This can also occur if the agent is not part of a CSQ. This can happen if the agent has not been assigned to a resource group or any skills, or if the resource group or skills are not part of a CSQ.
A problem occurred while communicating to the Cisco Call Manager (CCM) via JTAPI.
This means that the device open attempt failed. This can be caused because the Agent's device is not associated to the RM User, the device is not registered or any other CCM error when we attempt to open the device.
The agent tries to login when another agent with the same extension is already logged in.