Cisco Agent Desktop Resource device Off

[Tom4p]

I looking for a solution to one of my poroblem with Cisco Agent Desktop. It gives an error below everytime agent try to click the "ready" button to get on-line. Any thought direction to the solution is greatly appreciated.

Thanks

Error:

10:15:50 Resource's Device is Off.
--------------------------------------------
10:15:50 The agent extension is out of service.
Ready state change and call control operations cannot be performed.

 

[whykap]

The CAD cannot communicate with the phone that is configured to control. Make sure that the phone is associated with the proper Jtapi user that is defined in ccx as well as that the DN is configured in cmm as an IPCC user.
Also make sure that the agent is defined in ccx properly.

 

[Tom4p]

WhyKap,
Thanks for the reply and solution. I already check Jtapi user and device associate are all correct. However, I found out that there is a problem that need to troubleshoot with this kind of error:

1. Like Whykap stated above: we should check:
The CAD cannot communicate with the phone that is configured to control. Make sure that the phone is associated with the proper Jtapi user (RMCMxx) that is defined in ccx as well as that the DN is configured in cmm as an IPCC user.
Also make sure that the agent is defined in ccx properly.

2. Make sure the phone is register to correct CUCM within a cluster. In my case, the phone look for TFTP server to load the config file. The TFTP server somehow hung and did not gave the correct config file to the phone, so it get the default config file from one of the subcribe server in the cluster (This server is geography far away). However, the 20 seconds limitation of the UCXX and CUCM when communicate, that give an error indicate above. So, we reboot the TFTP server, and it give the right configuration to the phone, which shows the correct local CUCM server to register to. Now I have to monitor why the TFTF hang there and did not give the correct configuration file to the phone.

Thanks