Necessary actions to be taken to bring RMCM back in service: RMCM is a subsystem within UCCX that is responsible for monitoring the state of agents and for selecting agents based on the agent’s skills and queue skills required. In order to check, navigate to Cisco Unified CCX Serviceability > Tools > Network Services > Cisco Unified CCX Engine > Subsystem Manager. If the CAD is already open and you enter the credentials to login, you get the “Login failed due to a configuration error with your phone and JTAPI or Unified CM. When RMCM Subsystem is stuck in Initializing, while opening the CAD application, you get the “Initialization failed, restart the application” error. In order to check on the CUCM, navigate to Device > Device Settings > Common Device Configuration as shown in the image. If the agent phone has Common Device Configuration Profile assigned to it, ensure that IP Addressing Mode field has IPV4 Only assigned to it. Common Device Configuration Profile has IPV6 Enabled The RMCM application user must have the group Standard CTI Enabled and if you use SIP phone, Standard CTI Allow Control of Phones supporting Connected Xfer and Conf as shown in this image.Ĩ. If it is already associated, try unchecking and checking it back. Allow Control of Device from CTIĮnsure that Allow Control of Device from CTI check box is checked on the IPCC extension, the phone and on the end user, as shown in this image. UCCX allows more than 4 lines to be configured on the agent device, but monitors only the first four lines, provided these lines are not shared. The IPCC extension must be on the first 4 lines on the agent device. There should be no other instance of the DN as seen in this image.Īlso, the IPCC Extension must not be part of a Hunt Group. Ensure that the IPCC Extension is unique. You can check on the CUCM by navigating Call Routing > Route Plan Report. The IPCC extension must not be a shared line.
#Extend cad for mac upgrade#
The permanent fix is to upgrade the CUCM to a version that has the bugs already resolved.
This failure to register might happen when the agent closes the phone without logging out of EM or when the network is severed.
This action helps to overcome the design limitation in CTI/JTAPI noticed in the scenarios, which occur when the Intra-Cluster Multiple Login Behavior Extension Mobility Service parameter is set to Multiple Logins Allowed. Irrespective of the Device Profile, you associate the application user with, set the Intra-Cluster multiple Login Behavior Extension Mobility Service parameter in CUCM to Auto Logout.
#Extend cad for mac mac#
If you use EM together with CUCM 8.0 or later, associate the Device Profile instead of the MAC of the device with the RMCM application user.
Extension Mobility (EM) Profile is Not Associated with RMCM User You can also try to stop and then start the Cisco Computer Telephony Integration (CTI) manager service on all the JTAPI providers. If the MAC of the phone is already associated, then On the Cisco Unified Communications Manager (CUCM), navigate to User Management > Application User. Resolution: Associate the MAC address with the RMCM application user. The MAC address of the phones in which the IP Contact Center (IPCC) extension resides must be selected under Controlled Devices on Resource Manager Contact Manager (RMCM) application user. Phone's MAC is Not Associated with RMCM Application User on CUCM
These are the most common errors that are encountered during the desktop login on CAD/Finesse and there are multiple reasons for this. The error messages seen when you log into Cisco Agent Desktop (CAD) and Finesse are as shown in these images. This document describes the possible causes and their resolution when desktop login fails because of JAVA Telephony API (JTAPI) issues.
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