09-28-2006 08:29 AM - edited 03-14-2019 12:07 AM
IPCC Enterprise 6.0
CCM 4.0
I have one Agent who cant login, after typing Login/InstrumentID and Password the Desktop Application is grayed out. I did the following to resolve this issue:
1- Login with other user Account on the same PC: it did work.
2- Login in another PC and another IP-Phone using the same account Information: it didnt work.
3- de/reassociate the user with JTAPI user.
4- Deleted the User and Device Target on the DAW and recreated them, that didnt work either.
The logs says:
CCM PIM:
14:01:44 pg2B-pim1 Trace: TelephonyDriver:Login IP address Login Device ID 158 Device Target IP address HP_158
14:01:51 pg2B-pim1 Trace: TelephonyDriver::ProcessAgentDisconnectedInd: Current state:AS_AVAILABLE:3 STID:5603, NTID:5325, Agent ID:493
14:01:51 pg2B-pim1 Trace: TelephonyDriver::DeviceFailureLogout: Forcing logout. NetworkTargetID=5325
14:02:08 pg2B-pim1 Trace: ApplicationProtocol::RecvConnectionClearedEventMsg: could not find client stack for device target. DevTgDevStr: 009281894120
14:02:09 pg2B-pim1 Trace: CSTA PRIVATE GEOAgentUnavailableReqMSG: TelephonyDriver::CSTASetAgentState: SENT TO OPC
SkillTargetID = 5210
14:02:52 pg2B-pim1 Trace: DeskLinkAgent::ValidateAgentPrevalentStateTransition: Invalid state transition. Agent=158 current=AS_LOG_OUT new=AS_NOT_READY
14:02:52 pg2B-pim1 Trace: DeskLinkAgent::ValidateAgentPrevalentStateTransition: Invalid state transition. Agent=158 current=AS_LOG_OUT new=AS_NOT_READY
14:03:10 pg2B-pim1 Trace: CSTA PRIVATE GEOAgentUnavailableReqMSG: TelephonyDriver::CSTASetAgentState: SENT TO OPC
SkillTargetID = 5165
JGW1 :
14:01:44 pg2B-jgw1 Trace: MsgAddCallObserver: Addr: 158 InvID: 1247605317
14:01:44 pg2B-jgw1 Trace: Adding Call Observer to: 158
14:01:44 pg2B-jgw1 Trace: handleMsgAddCallObserver::Before addCallObserver for Addr: 158 RegState: NotInService
14:01:44 pg2B-jgw1 Trace: ThreadAddressManager::processNextQueuedMsg: msgHashtable.size = 0
14:01:44 pg2B-jgw1 Trace: ThreadAddressManager::Waiting for next retry
14:02:52 pg2B-jgw1 Trace: Timeout: Sending queued MsgAddCallObserverResponse for Addr: 158
14:02:52 pg2B-jgw1 Trace: MsgAddCallObserverResponse: Addr: 158 Succeeded: 0 InvID: 1247605317
14:03:01 pg2B-jgw1 Trace: *** Removing TPServicesRequest: 158 from tpServicesRequestHashTable
Any idea?
09-28-2006 11:46 AM
Here are some instructions I follow when adding an agent in IPCC enterprise 4.6.2
How to add a user to the call center
From Call Manager
Configure an extension with 62xxx. (Example main ext is 60123 then CC ext will be 62123)
Set calling Search space to CallCenter_CSS
Update and Reset phone
From call manager go to User then Global Directory. Search for PG as a username
On the PG User screen click device association and search for the device name of the agents extension you just added.
Add that and the main extension to the association, before you click inset click the No Primary Extension option.
PcAnyWhere to Admin Workstation
Open Configuration Manager
Expand Peripheral / Agent and double click on agent explorer
Click Retrieve button to populate list
Click add agent and add the info
Save and close
Expand Peripheral / Agent Team and double click on Agent team list
Add agent to what ever team they need to be in, then save and close
Expand Tools / Explorer Tools / Device Target
Double Click Device Target Explorer and Click Retrieve button to populate list
example -- /devtype CiscoPhone /dn 62283
***Be sure to change /dn to the new agents ext***
Add the extension as a device target. Use another extension as an example.
Now the user should be able to log on using the Cisco Agent Software (CAD)
Hope this helps.
09-29-2006 12:32 AM
Already done this many time. This is the only user having this Problem. I dont want to restart the PG. Is there any other idea what the problem might be?
Thanks
09-29-2006 02:23 AM
This is what the CTIOS Server says:
12:15:27 CTIOS1-ctios Trace: [call.5005.9480] Started couting CallQTime at time 0x451cf23f.
12:16:16 CTIOS1-ctios Trace: CNetPort(087C49E0)::ReceiveData, recv, WARNING,, Connection to
Host[10.0.0.1], Connection reset by peer. (WSAECONNRESET), Error
Number(10054).
12:16:21 CTIOS1-ctios Trace: CServiceBroker::HandleSystemEvent(). ERROR - No AgentInstrument provided in
SYS_INSTRUMENT_OUT_OF/BACK_IN_SERVICE
09-29-2006 08:06 AM
This is the Error im getting from Cisco CTIOS Agent Softphone:
" The Request failed because a timeout limit was exceeded"
any ideas??
10-04-2006 12:56 AM
The Problem was related to a 7940 IP-Phone. Now it works fine.
01-04-2007 02:17 AM
Can you please tell me what kind of problem there was with the 7940 phone? I am experiencing the same sort of a problem. Thanks.
01-04-2007 02:50 AM
Well, it drove me nuts till i found what the problem was.
Actually the error has nothing to do with which type of IP-Phone u are using.
When a user dont loggout from their phone and just unplug the cable, the Callmanager still believe the user is logged on...so do IPCC.
So basically when you try to login from another IP-Phone you get the Errors: " The Request failed because a timeout limit was exceeded"
To resolve the Problem you have two choices:
Reconnect the same Phone and get the User logged out (extention mobility) and then try to login...it should work.
the second is to cycle your PG.
Last but not least, you should tell all "Users" not to unplug the Cable when logging out doesnt work.
Hope this helps.
Zin-Elabidine Karzazi
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide