Cisco Cisco Unified Contact Center Express 9.0(1) Troubleshooting Guide

Introduction
 Prerequisites
      Requirements
      Components Used
      Conventions
 Problem: Failed to login into CTI Manager Server! Please talk to your administrator
      Checklist
 Solutions
      Gather the Cisco Agent Desktop Logs
      Edit DSBrowser.exe
 Problem: Login Attempt Failed due to Peripheral Offline
      Solution

Problem: Error Reading File \\server\DESKTOP_CFG\config\ag_default\DataFields.ini
      Solution
 Problem: The ID You Entered was not Found
      Solution
 Error: Resources off the agent ext is out of service
      Solution
 Error: Agent has no workgroup specified
      Solution
 Error: You cannot login because the phone is JAL−enabled
      Solution
 Error: Invalid Password
      Solution
 Error: You cannot log in because your phone is ipv6 enabled
      Solution
 Problem: Misleading IPv6 error message on CAD login
      Solution
 Error Message with Extension Mobility
      Solution
 Related Information

When the Cisco Interactive Call Distribution (ICD) agent attempts to login to the Cisco Agent Desktop, the
login fails with an error message, in a Cisco Computer Telephony Integration (CTI) environment. This
document discusses various error messages, possible causes and recommended actions.

Verify these items before you proceed:

The user ID and password of the agent are case sensitive, so make sure that you enter these items
correctly.

1. 

The Enable CTI Application Use checkbox in the User Information page under User > Global
Directory is checked.

2. 

The CTI Manager service runs on the CTI server.

3. 

The CRS Engine is enabled in Serviceability Utility.

4.