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Community Member

Finesse 9.1 Sign In Error

Components:

ICM : 9.0.3

CUCM : 9.1.1(a)

Finesse : 9.1

Issue : When trying to login to Finesse desktop, getting error "The device assiciated with the extension or dial number specified is invalid"

Troubleshooting Steps Tried:

1. Tried with 2 different phone models (6945 & 8961)

2. Deleted and recreated phone

3. Removed and added to PG user

5. Restart CTI service in CUCM

6. Restart CUCM

7. Restart PG server and cycle JGW

8. reinstalled JTAPI client in PG server

9. From PG ran procmon command and extension was "In_Service"

CTISVR Error:

02:14:39:757 cg1A-ctisvr Trace: 
 
02:14:39:757 cg1A-ctisvr SESSION 2: MsgType:SET_AGENT_STATE_REQ (InvokeID:0x8f825 PeripheralID:5000 AgentState:LOGIN  
02:14:39:757 cg1A-ctisvr SESSION 2:         AgentWorkMode:AWM_UNSPECIFIED NumSkillGroups:0 EventReasonCode:50004 ForcedFlag:1  
02:14:39:757 cg1A-ctisvr SESSION 2:         AgentServiceReq:0 AgentInstrument:"1012000006" AgentID:"2000001" ) 
02:14:39:757 cg1A-ctisvr Trace: ProcessSetAgentStateRequest - sessionID 2 
02:14:39:757 cg1A-ctisvr Trace: *** AddToAssociateAgentList();           ADDED: SessionID=2 AgentID=2000001 PeripheralID=5000 
02:14:39:757 cg1A-ctisvr Trace: CSTASetAgentState:  InvokeID=0x2f000012 Dev=1012000006 AgentMode=LOG_IN AGID=2000001 SG=-1(0xffffffff)) 
02:14:39:757 cg1A-ctisvr Trace: PrivateData: EventReasonCode=50004 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress= 
02:14:39:760 cg1A-ctisvr Trace: 
 
02:14:39:760 cg1A-ctisvr Trace: DEVICE_TARGET_OTS_IND - Instrument= Out-Of-Service NetworkTargetID=-1 
02:14:39:760 cg1A-ctisvr Trace: TailorMessageForClient - reEncode message for version 15 
02:14:39:761 cg1A-ctisvr SESSION 1: MsgType:SYSTEM_EVENT (PGStatus:PERIPHERAL(S) OFFLINE CCTimestamp:0x532bd8d0 (03/21/14 02:14:40)  
02:14:39:761 cg1A-ctisvr SESSION 1:         SystemEventID:Agent Instrument Out-of-Service SystemEventArg1:0x1388  
02:14:39:761 cg1A-ctisvr SESSION 1:         SystemEventArg2:0xffffffff SystemEventArg3:0x0 EventDeviceType:DEVID_NONE ) 
02:14:39:761 cg1A-ctisvr Trace: TailorMessageForClient - reEncode message for version 16 
02:14:39:761 cg1A-ctisvr SESSION 2: MsgType:SYSTEM_EVENT (PGStatus:PERIPHERAL(S) OFFLINE CCTimestamp:0x532bd8d0 (03/21/14 02:14:40)  
02:14:39:761 cg1A-ctisvr SESSION 2:         SystemEventID:Agent Instrument Out-of-Service SystemEventArg1:0x1388  
02:14:39:761 cg1A-ctisvr SESSION 2:         SystemEventArg2:0xffffffff SystemEventArg3:0x0 EventDeviceType:DEVID_NONE ) 
02:14:39:762 cg1A-ctisvr Trace: 
 
02:14:39:762 cg1A-ctisvr Trace: CSTAUniversalFailureConfEvent:  InvokeID=0x2f000012 Error=GENERIC_UNSPECIFIED_REJECTION 
02:14:39:762 cg1A-ctisvr Trace: PRIVATE_DATA: PeripheralErrorCode=0x27b2(10162) 
02:14:39:762 cg1A-ctisvr SESSION 2: MsgType:CONTROL_FAILURE_CONF (InvokeID:0x8f825 FailureCode:CF_GENERIC_UNSPECIFIED_REJECTION  
02:14:39:762 cg1A-ctisvr SESSION 2:         PeripheralErrorCode:10162 ) 
02:15:00:704 cg1A-ctisvr PG System Event: Peripheral Online (PeripheralID 5001), PG Status: NORMAL 
02:15:00:704 cg1A-ctisvr Trace: TailorMessageForClient - reEncode message for version 15 
02:15:00:704 cg1A-ctisvr SESSION 1: MsgType:SYSTEM_EVENT (PGStatus:NORMAL CCTimestamp:0x532bd8e5 (03/21/14 02:15:01)  
02:15:00:704 cg1A-ctisvr SESSION 1:         SystemEventID:Peripheral Online SystemEventArg1:0x1389 SystemEventArg2:0x0  
02:15:00:704 cg1A-ctisvr SESSION 1:         SystemEventArg3:0x0 EventDeviceType:DEVID_NONE ) 
02:15:00:704 cg1A-ctisvr Trace: TailorMessageForClient - reEncode message for version 16 
02:15:00:705 cg1A-ctisvr SESSION 2: MsgType:SYSTEM_EVENT (PGStatus:NORMAL CCTimestamp:0x532bd8e5 (03/21/14 02:15:01)  
02:15:00:705 cg1A-ctisvr SESSION 2:         SystemEventID:Peripheral Online SystemEventArg1:0x1389 SystemEventArg2:0x0  
02:15:00:705 cg1A-ctisvr SESSION 2:         SystemEventArg3:0x0 EventDeviceType:DEVID_NONE ) 
02:15:01:122 cg1A-ctisvr ICM Central Controller time adjusted by -1 second(s) to 06:15:00 UTC. 
02:15:01:122 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=06:15:00 UTC NewHalfHour=FALSE 
02:20:01:139 cg1A-ctisvr Trace: CTIApplication::ProcessTimeNotificationEvent - Time=06:20:00 UTC NewHalfHour=FALSE 
02:20:02:345 cg1A-ctisvr Trace: *** ProcessCSTAPrivateEventMessages - CALL_PARTY_UPDATE_DONE_IND not yet implemented ... ignored *** 

JGW Error:

02:07:49:768 PG1A-jgw1 Trace: MsgAddCallObserver:  Addr: 1012000006 Remote Addr: 0 InvID: 67194279 CallDeliveryMode ID: 0 
02:07:49:768 PG1A-jgw1 Trace: Adding Call Observer to: 1012000006 
02:07:49:768 PG1A-jgw1 Trace: Address Name: 1012000006IP Addressing Mode:IP_ADDRESSING_MODE_IPV4 
02:07:49:768 PG1A-jgw1 Trace: AddCallObserver address validation failed - Address Name: 1012000006, error code: 154 
02:07:49:768 PG1A-jgw1 Trace:   MsgAddCallObserverResponse:  Addr: 1012000006 Succeeded: 0 InvID: 67194279 Cause: 154 
02:07:49:769 PG1A-jgw1 Trace: ThreadAddressManager::processNextQueuedMsg: msgHashtable.size = 0 
02:07:49:769 PG1A-jgw1 Trace: ThreadAddressManager::Waiting for next retry 

 

 

 

5 REPLIES
Community Member

Try setup in phone setting:

Try setup in phone setting: Join and Direct Tranfer Policy set - Same line enable only. Reset phone.

Community Member

Hi Andrey,I tried this option

Hi Andrey,

I tried this option but still same issue.

Hi Venkatesh,This problem

Hi Venkatesh,

This problem seems to be happen when agent trying to login with the hard phone using finesse desktop, but with the same phone you can able to login with the out of box  CTI tool kit or CAD desktop without any issue. If you look in to the Finesse release notes it was clearly mentioned that Finesse agent desktop will not support "Multiline is not supported and must be disabled on all phones" and so you need to change the hard phone setting as "Join and Direct Tranfer Policy set - "Same line enable only" and by default the setting as "same line, across line is enabled"

Can you please let me know what is the setting you have configured under ICM AW ->select PG Explorer ->select cucm pim-> navigate to peripheral tab and look for Agent Phone line Control is single line or ?

 

Community Member

Thank you , It works with me.

Thank you , It works with me.

Community Member

On top of JAL disabled and

On top of JAL disabled and Single Line across Line disabled. Make sure on the CUCM Peripheral on the AW conf manager, Agent Phone Line Control is set to Single Line.

After confirming above, unassocaite your device with the PGUser - reset it. Associate it back - reset it.

Kartik

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