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

Error: Failed to Connect to LDAP

Cisco Agent Desktop login fails with this error message:

Error: "failed to connect to ldap://IP, check the server ip address or the network connection"

The logs show a timeout error and this error also appears:

APPNAME −− CTI RP does not match

Cisco UCCX

Solution

This issue can occur if the default gateway in the LDAP server is entered wrong. In order to resolve the issue,
use the correct default gateway in the LDAP Server configuration.

Unable to Login to CAD

The user cannot login to CAD. This error message is received:

and JTAPI or Unified CM. Contact your administrator.

Solution

In order to resolve this issue, logs need to be collected.

Caught Exception = com.cisco.jtapi.DeviceOpenFailedException: SEP6C504DDBD71B:

Device Restricted

271: Apr 04 09:52:57.255 EST

%JTAPI−JTAPI−7−UNK:(P2−RmCm)[MIVR_SS_RM_RmMsgProcessor−349−0−RmMsgProcessor]

[SEP6C504DDBD71B] getIPAddressingMode= 0

272: Apr 04 09:52:57.255 EST %JTAPI−JTAPI−7−UNK:[SEP6C504DDBD71B]InvalidStateExceptionImpl

caught: Terminal is restricted

273: Apr 04 09:52:57.255 EST %JTAPI−JTAPI−7−UNK:[80414]InvalidStateExceptionImpl caught:

SEP6C504DDBD71B is Restricted

This can occur if the IP phone does not have the Allow CTI control device checked. In order to resolve this
issue, associate the Jtapi_rmcm user to the phone mac and complete these steps:

Navigate to Device > Phone menu on the Cisco Unified CM Administration page.

Check the Allow Control of Device from CTI check box.

Related Information

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