Cisco Cisco Finesse 8.5(3) Guide De Dépannage
Finesse Login Fails with IPv6 Enabled in UCCX
Release 10.5 and Later
Release 10.5 and Later
Document ID: 118619
Contributed by Abhiram Kramadhati, Cisco TAC Engineer, and
Gopinath K S, Cisco Engineering.
Nov 26, 2014
Gopinath K S, Cisco Engineering.
Nov 26, 2014
Contents
Introduction
Background Information
Problem Description
Solution
Background Information
Problem Description
Solution
Introduction
This document describes a problem encountered in Cisco Unified Contact Center Express (UCCX) Release
10.5 and later where an error appears during agent login to Finesse.
10.5 and later where an error appears during agent login to Finesse.
Background Information
With UCCX Release 10.5 and later, there is support for IPv6 addressing in the Unified Communications
environment. Also with UCCX Release 10.0 and later, Finesse is an agent desktop available for users along
with the traditional Cisco Agent Desktop. Among other models, 7941 Session Initiation Protocol (SIP) phones
are one of the supported phone models for Finesse login. This document uses this phone model as an example
for a login failure when the IPv6 is enabled in the network.
environment. Also with UCCX Release 10.0 and later, Finesse is an agent desktop available for users along
with the traditional Cisco Agent Desktop. Among other models, 7941 Session Initiation Protocol (SIP) phones
are one of the supported phone models for Finesse login. This document uses this phone model as an example
for a login failure when the IPv6 is enabled in the network.
Problem Description
When the agent tries to log in to Finesse, this error appears:
The device associated with that extension or dial number is invalid.
Solution
This error appears when IPv6 is enabled for the phone but it is not assigned an IPv6 address. An examination
of the logs reveals that the phone was not assigned an IPv6 address. Ideally, this should not be a problem and
the UCCX should be able to handle the login as long as there is an IPv4 address in the dual−stack mode. This
issue can be tracked under Cisco bug ID CSCuq64309.
of the logs reveals that the phone was not assigned an IPv6 address. Ideally, this should not be a problem and
the UCCX should be able to handle the login as long as there is an IPv4 address in the dual−stack mode. This
issue can be tracked under Cisco bug ID CSCuq64309.
182590: Sep 22 13:19:50.238 MST %MIVR−SS_RM−7−UNK: The mapping SEP00E16DBA3CD7−
4005 has been added
182591: Sep 22 13:19:50.238 MST %MIVR−SS_RM−7−UNK:Terminal SEP00E16DBA3CD7
IPv6 Address is NULL
182592: Sep 22 13:19:50.238 MST %MIVR−SS_RM−3−LOGIN_FAILED:Login of resource
failed: Module Name=RM component,The description of a message sent from/to the
RM=CTISetAgentStateReqMsg (Rsrc:4005 InvokeID:195 State:LOGIN Forced:True),A
specific description for a trace=problems in JTAPI or CM
182593: Sep 22 13:19:50.239 MST %MIVR−SS_RM−7−UNK:Posting msg CONTROL_FAILURE_CONF