Finesse Login Fails with IPv6 Enabled in UCCX Release 10.5 and Later

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.

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.

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.

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
Socket:Socket[addr=127.0.0.1,port=44695,localport=12028] invokeID:195 failureCode:
CF_GENERIC_UNSPECIFIED errorCode:88001 text:Unable to login agent due to problems 
in JTAPI or CM in CTI Server's message queue

You can use this workaround in order to make sure the phone remains in the IPv4 mode only and the agent login is successful:

1. Navigate to Device > Common Device Configuration.
   
   
2. Use the Default, which affects all of the phones in the Call Manager or create a new Device Configuration and assign it only to the Contact Center agent phones.
   
   
3. In the profile, change the IP addressing Mode from IPv6 and IPv4 to IPv4 only.
   
   
4. Click Save.
   
   
5. Reset the phones.
   
   
6. Test the login again.
   
   

   

   
   
   

   Note: This issue is encountered and must be addressed only if IPv6 is enabled in the network and an IPv6 address is not assigned to the phone.