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Agent unable to login

I have an agent that has been working but now all of the sudden she is getting "An extension on the agent phone is shared with one or more other devices. This configuration is not supported." when trying to logon to Agent Desktop with IP Communicator. She is setup with Ext Mobility and uses a 7960 for a desk phone and IP communicator when virtual. Both phones are setup for Ext Mobility and she logs out of them when switching from one to the other. 

She is able to log on to the agent desktop when using the 7960, but not the IP communicator.

Any ideas?




Agent unable to login

Hi Doug,

Possible causes are,

Based on your requirements, there are several ways to prevent Agents  from encountering shared lines in an Extension Mobility environment:

1. Do not allow EM device profiles share the same extension. This can be checked by looking at the configurations in CUCM.

1. Log into CUCM
2. Go to Call Routing > Directory Number
3. Search for extension
4. Look at the number of devices in the "Associated Devices" box. Ensure that only one device exist.

2. Disallow the ability for users to log into multiple phones  with the same EM user profile simultaneously. This configuration is  located in Cisco Unified CM (CUCM) Service Parameter configurations:

1. Log into CUCM
2. Go to System > Service Parameters
3. Select CUCM server and "Cisco Extension Mobility" as the service
4. Change the "Intra-cluster Multiple Login Behavior" to either "Multiple Logins Not Allowed" or "Auto Logout"

3. For CIPC EM users, mandate that users explicitly log out of  his/her EM profiles before closing CIPC. Closing CIPC without logging  out of EM will still have the extension associated with the device.

4. Configure a timer for EM profiles to logout an EM user  after a certain amount of time. The logout timer will ensure that the EM  user is logged out even if the user closes CIPC without explicitly  logging out. Note that this will logout the EM user even when he/she the  EM device is currently active. Must configure in CUCM Service  Parameters:

1. Log into CUCM
2. Go to System > Service Parameters
3. Select CUCM server and "Cisco Extension Mobility" as the service
4. Change the "Intra-cluster Maximum Login Time" to a time.
5. Go to User Management > End User
6. Search for username associated with the EM profile
7. Add EM profile to the "CTI Controlled Device Profiles" box.


1. Agent's Phone has a shared line (IPCC extension) which is shared amongst more than one phone.

2. An extension on agent's phone is not unique. The same extension is configured on different partitions in CUCM.

Hope it helps,


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