Troubleshoot Agent Log in Issues

Publisher

Cisco Systems (TAC technote)

URL

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/210485-uccx-agent-login-issues.html

Published

2023-06-29

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• For UCCX agents, Allow Control of Device from CTI must be enabled on the Phone Configuration page, the End User Configuration page and the Directory Number Configuration page of the IPCC extension. in context
• For UCCX agent phones or user device profiles, the Common Device Configuration should be set to IPv4 only. in context
• With Extension Mobility, the UCCX IPCC extension is associated with the user device profile rather than with the physical phone. in context
• For UCCX, the IPCC extension must be on one of the first four lines of the phone or user device profile because JTAPI monitors only the first four configured lines. in context
• For UCCX agents, the IPCC extension's Maximum Number of Calls and Busy Trigger should be 2 and 1 respectively. in context
• The UCCX JTAPI component does not support shared lines, so an IPCC extension shared across devices or in a line group can cause intermittent agent login failures. in context
• The UCCX RMCM application user in Unified CM needs Standard CTI Enabled, Standard CTI Allow Control of Phones supporting Connected Xfer and conf, and Standard CTI Allow Control of All Devices. in context
• UCCX agent sign-in requires Allow Control of Device from CTI to be enabled on the phone, end user and directory number in Unified CM. in context
• On UCCX Finesse 11.5 and earlier the device-configuration sign-in error reads that the device for the extension is invalid; from 11.6 it reads 'Device not accessible. Contact your system administrator.' in context
• UCCX JTAPI monitors only the first four lines on a phone, so the IPCC extension must be on lines 1 to 4. in context
• For UCCX agent sign-in, Maximum Number of Calls and Busy Trigger on the agent line should be set to 2 and 1 respectively. in context
• The UCCX JTAPI component does not support shared lines, so an agent's IPCC extension must not be shared or in a line group. in context
• Missing CTI roles such as Standard CTI Enabled on the UCCX RMCM application user cause agent sign-in failures. in context

Cite this source record

APA

WarmTransfer. (2023, June 29). Troubleshoot Agent Log in Issues. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-technote-210485-uccx-agent-login

BibTeX

@misc{warmtransfer-cisco-technote-210485-uccx-agent-login,
  title  = {Troubleshoot Agent Log in Issues},
  author = {{WarmTransfer}},
  year   = {2023},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-technote-210485-uccx-agent-login},
  note   = {Cisco Systems (TAC technote), accessed 2026-10-02}
}