Cisco Cisco Agent Desktop 8.0 Guide De Dépannage
Problem
You receive this error message when you use Extension Mobility to log in to the CAD software:
You cannot log in because the phone is IPv6−enabled. IPv6−enabled phones
are not compatible with CAD.
This issue is documented in Cisco Bug ID CSCti18636.
Complete one of these solutions as a workaround:
Solution 1
Complete these steps:
Access the CallManager end user configuration page.
1.
Under controlled devices, associate the MAC address of the IP phone with the end user.
2.
Add the user to the standard CTI enabled user group, and then add the phone in rmcm user.
3.
Solution 2
Complete these steps:
Choose CUCM Administration > Device > Phone, and click the IP phone on which the issue
occurs.
occurs.
1.
Choose Device > Device Settings > Common Device Configuration.
2.
Under the common device configuration, change the IP Addressing Mode to IPv4 only.
3.
From the CUCM phone configuration page, reset the IP phone.
4.
Reset the TFTP and CTIManager services.
5.
UDP Profiles and IPC
Problem
After you log in to CAD and the Cisco IP Communicator phone and you click Ready in CAD, you receive this
error message:
error message:
Resource is off
. If you then restart Cisco IP Communicator, you receive this error
message:
device is connected
. If you click Ready, it works.
These logs show that the JTAPI application (such as Unified Contact Center Express or Enterprise) is unable
to control a physical device after it is logged in through Extension Mobility:
to control a physical device after it is logged in through Extension Mobility:
CallManager traces
•
CTI traces from CallManager RTMT
•
JTAPI logs from UCCx
•
A similar error is encountered in the JTAPI or JGW logs:
09:55:58:924 hostname Trace: Calling address.addObserver for 602603
09:55:58:924 hostname Trace: 185753: %JTAPI−JTAPI−7−UNK:[602603:Internal−PT:1]
Request: addObserver(com.cisco.icm.jgw.jtapi.JTapiObj@8aeb74)
09:55:58:925 hostname Trace: 185754: %JTAPI−JTAPIIMPL−7−UNK:Address
[SEP001647BA10C4:602603:Internal−PT:(0,0)] out of service
09:55:58:925 hostname Trace: 185755: %JTAPI−JTAPI−7−UNK:(P1−pg1user_agt)
[602603:Internal−PT] CiscoAddrOutOfServiceEv [#14746] Cause:100