Agent softphone login error not in local directory

[Seegee]

I have an agent who when logging into the first avaya prompt she is fine, but when she attempts to login to the softphone, she gets an error stating softphone login failed, not in local directory. It doesn't matter which workstation/phone she logs in from. I have created the account several times and even with a different login.

Any ideas, on how to correct this?

Thanks!