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CAD login issue..


We are using UCCX 8.5 and call manager 8.5. in UCCX application we have around 15 agents.

the issue is only one agent is not able to login to CAD. he is getting error:

Unable to login agent due to problems in JTAPI or CM

agents are using EM to login to the phone and for UCCX agents are using CAD.

1. checked end users config for agents and device profile and the host physical phone is associated with the end user.

2. i de- associate the physical phone and associate again.

3. physical phone was deassociated from JTAPI user and associated again.

4. UCCX extn is selected properly.

5. allow CTI enaled for this device is checked.

there are the checks i did.

My doubt is,

1. I found 2 UCCX extn with same extn configured with different partition. will this be an issue . is it supported?

2. I need to resync cisco desktop administrator. if i restart in production time agent login will be impacted?

3. is there other thing to check to resolve the issue?

need somebody help


VIP Super Bronze

CAD login issue..

To answer the questions posed:

  1. Yes if this duplicate extension appears on any of the phones that the RmCm application user is controlling.
  2. Yes
  3. You said the JTAPI application user. Typically this is wrong and is the account used for the CCX CTI Ports and Route Points. Agent phones are associated to a second application user, typically containing the letters "rmcm".

Please remember to rate helpful responses and identify helpful or correct answers.

Community Member

CAD login issue..


thanks for your reply. the issue is sortedout by moving the UCCX extn to top 4 lines. thanks agin

Community Member

CAD login issue..

Try restarting the Cisco Unified CCX Engine.

Cisco Unified CCX Serviceability > Tools > Control Center - Network Services.

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