Archive for the ‘UCCX’ Category

This document describe the steps to take action when one of these problems occurs with agents in a Cisco IP Contact Center (IPCC) Express environment

Issue was Supervisor created new skills set CSQ’s but it wasn’t showing under agent CSQ statics reports, I check supervisor settings and newly created CSQ’s not issue found then I took few steps to fix the issue but if below steps didn’t work for you then reboot the cluster if it still not fix the issue then open TAC case.

  • login into to CCX admin and checked the resources configuration all looks good


  • checked the all services were in services no issues,


  • sounds like CCX Enterprise service wasn’t passing data to Agents even i removed the profile recreate but still no luck tried to remove csq’s still no luck then It could be the issue out-of-sync condition between the Enterprise Data subsystem and the Enterprise service.
  • Restart the Desktop Enterprise service and from Admin desktop sync the Directory to fix the issue.




  • After Restart the services and sync database it fix the issue have supervisor agent to relogin into the finesse and it was showing all CSQ’s
  • Hope all above actions will fix your problem if not then try to reboot cluster after hours and take permission from your customer and reboot the cluster if that didn’t fix the issue then Open TAC case 🙂



I came across this issue again, and I follow the same process as I we doing before but it didn’t work

Then I thought what I am missing, so what I did to fix it

  • Found user MAC on the system and made sure he/she has only one phone
  • Remove the user from Phone profile from Owner User ID

Owner ID

  • Remove user also from User Associate with line and reset the phone shown below

User Asso with line

Remove User from the Application User RMJTAPI and save


  • Unassociated phone from End user profile under Device Information and Primary and IPCC Ext shown below

Dir Num

  • Now you completely unassociated User from CUCM now go to CCX and you should be able to see user is listed but User is not Agent anymore but before to do that make sure you know the user CSQ and Team just in case if you lost but you won’t lost the configuration when you completely unassociate the End user. however it would be better to either take screenshots to double make sure you have backup for that user.
  • Now follow the same process and associate back user to same profile the way you remove now add back into the system and make sure you are adding back the user where it was removed … so that’s why I am recommending to take screenshot to make sure you have back to put it back where it belongs to …
  • Now ask End user to close CAD application and relogin He/She should be able to login ….
  • If the above solution doesn’t work then Try to restart CTI Manager after hours because it will give you outage to it better to get the maintenance window to either restart CTI Manager if that didn’t work then Reboot the CCX cluster and I am sure it will fix the issue …. otherwise OPEN TAC CASE 🙂

Login failed due to a configuration error. Please ask your system administrator to associate your phone with RM JTAPI Provider user ID according to the instructions in the Administrator Guide.

One of our Client had this issue they were not able to login in CAD, after get the initial information found client just add a new phone into they system, so it simple problem description itself explaining the what is the issue, mean newly configure device is not associated with RM JTAPI,

First you must understatnd IPCC/CCX communicate with CUCM using App user ID, which is usually we use rmjtapiuser or you put any name but it must be easily understandable …. Here is the instruction to fix the issue…

rmjtapi error

1- login into IPCC/CCX >> Subsystem >> RmCm


2- You will RmCM Provider User ID for example : rmjtapi

3- Go back to CUCM >> User Management >> Application User


4- Under Application User Configuration Page look Device Information section where you will see Available Device and Controlled Device >> Now if Agent Phone MAC address is not listed under Controlled Device then find the Agent Phone MAC address and Save it then tell your Agent to close the CAB Application and reopen and login again it should fix the issue.

Note : if it still not fix your issue then You can also check common device configuration to select ipv4 only setting to fix the issue.

Also if you are experiencing the same issue with bunch of users then don’t need to un associate all users from application user, just simply restart CTI Manager on all nodes to fix the issue ….

I had issue today when one agent moved from one location to another and he was facing some issue during login,

“The Specified Extension is not associate with the ID …… ”


I remember I disassociate the user from old phone and re associate with new phone ext, also select new Directory in End user for IPCC ext, also add phone is rmuser/jtapi user in application user page … checked in CCX agent is getting his new ext and assign resources and done …. reset the phone but still end user was getting the same error …. hmm what could be the issue — well I try again from begging to add new user then make sure i went thru all possible steps to create user and associate with ph/end user/rmuser/ everything looks good …… hmmmm

well here is the solution – after checking all things then go to UCCX depends which version you are using RDP to UCCX server I was using UCCX 7.02 ….


1 step : RDP/VNC to UCCX Server

2 step : Go to Start >> Programs Files >> Cisco >> Desktop >> Admin


3 step : Select Call Center 1 >> Go to Setup >> Synchronize Directory Services


4 step : Restart the following Services Under >> Control Center >> Select Master Node and restart the following services one by one


Note : The above steps and services you can restart/Sync during production hours but be careful if you have lots of users or big cluster contain lots of servers then make sure it could crash your server but again be careful …If  above services didn’t fix the issue then Try this solutions but again DON”T TRY DURING PRODUCTION HOURS … it will disconnect all calls and you could face big outage or could crash your server … TRY AFTER HOURS or Get Approval to restart the server but again depending on which server version you are using ….

5 Step : (Critical Step) : Go to Windows System Services.msc >> look for Cisco Unified CCX Node Manager Service and restart (Please don’t try during production hours unless get approval or After hours)


This will typically fixed your issue, Stopping/Restarting these services will take your call center down so please always submit request for either maintenance window or approval …. Finally if all above provided solution didn’t work then Reboot Machine …. 🙂

Here is the solution when Agent desktop try to login and got the error “The Cisco Unified CCX Application server may be offline. Please verify your system is online and try again”

Solution 1:

Check the in UCCX Data synchronization you will see Data inconsistency between CCX and CUCM, Do Data Resync and modify the PhoneDev.cfg file in End user PC.

C:\Program Files\Cisco\Desktop\config

Open the “PhoneDev.cfg” file in Notepad.  Once the file opens, paste the below 2 lines to the bottom of the file (after the  “AgentWorkMode=0” line)



Save the file and then try to open CAD. (try to reboot PC as well)

Solution 2:

LDAP in UCM (User Management – End User).  They showed as Inactive.   After making them active again in LDAP (they were expired) and then  resyncing the LDAP service, the users were able to get back in.

Solution 3:

Try to Delete the End user from CUCM and make sure it’s completely removed from CUCM Database also remove Phone from JTAPI App User then create new user assign again extensions and associate with End User also with JTAPI App User and check in CCX end user should be there then try again to login back in CAD.

Last Solution 4:

If above solutions didn’t work then logging into UCCX Serviceability and restarting 2 services under “Tools” > “Control Center – Network Services”.

Service 1: Cisco Desktop Enterprise Service

Service 2: Cisco Desktop Recording and Statistics Service

Service 3: Cisco Unified CCX Engine

If the above services doesn’t work then reboot the UCCX Box …..


If that didn’t work please Open TAC Case ….. 🙂

UCCX Continue … 8

Posted: April 5, 2012 in UCCX

8.Create Teams and Make Assignments

A team is a group of agents who report to the same supervisor. When an agent is assigned to a team, it means that the team’s supervisor can barge-in and/or intercept any call being handled by the agent.

Step 6: From the Unified Contact Center Express Administration page, choose Subsystems>RmCm. The Unified CCX Configuration Web page opens, displaying the RmCM (JTAPI) provider area


Step 7: On the Unified CCX Configuration navigation bar, click the Teams hyperlink. The Teams summary web page opens.

Step 8: Click on Add a new Team.

Step 9: Create a team called Help_Desk and configure to match the details below:

Primary Supervisor: ucx7_super1
Assigned Resources: UCX7_agent1
Assigned CSQs: CSQ1 CSQ2


Step 10: Now click on ‘Add’ button. Your Help_Desk team should appear in the list below.


Activity Verification: You have completed this task when you see these results:
A new team called ‘Help_Desk’ was created with primary supervisor as ucx7_super1 and agent1 and agent 2 have been added as assigned resources.

UCCX Continue … 7

Posted: April 5, 2012 in UCCX

7. Configure Agent-based Routing – Observe Only

Agent based routing provides the ability to send calls to a specific agent, rather than any agent available in a CSQ. Use the Agent Based Routing Settings web page to configure system-wide parameters to be used in an agent-based routing application.

Step 1: From the Unified Contact Center Express Administration page, choose Subsystems>RmCm. The Unified CCX Configuration Web page opens, displaying the RmCM (JTAPI) provider area.


Step 2: On the Unified CCX Configuration navigation bar, click Agent Based Routing Settings hyperlink. The Agent Based Routing window opens.

Step 3: Review the settings for Automatic Work, a system-wide parameter that determines whether the agents involved in agent-based routing automatically move to the Work State after a call.
– Enabled: Causes the agent to go into Work State automatically when a call ends.
– Disabled (default): Causes agent to enter Ready or Not Ready state when a calls ends, depending on the Automatic Available setting for the agent.
Step 4: Observe the settings for Wrapup Time, as system-wide parameter that determines how long the agent can stay in the Work State if Automatic Work is enabled for the CSQ.
– Enabled button with seconds field: Controls how long the agent can stay in the Work state if Automatic work is enabled for the CSQ.
– Disabled: This setting sets no limit of how long the agent can stay in the Work state if Automatic Work for the CSQ is enabled. The agent must manually make themselves “ready”.
Step 5: Click Cancel to leave the settings unchanged.

Provisioning UCCX Continue …. 8