Cisco Unified Contact Center Express

Document ID: 48208

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document describes one of the reasons why an agent fails to log in to the Cisco IP Phone Agent for service and provides a solution by cycling the Cisco Desktop Telephony Agent Interface (TAI) Server in a Cisco IP Contact Center (IPCC) Express environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco IPCC Express

• Cisco IP Phone Agent

Components Used

The information in this document is based on these software and hardware versions:

• Cisco IPCC Express version 3.1(2)

• Cisco CallManager version 3.x

• Cisco IP Phone Agent

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

After you increase the license count for the IP Phone Agent from 20 to 30 agents, you can still only log in 20 agents at a time. When the agent fails to log in to the IP Phone Agent, this message is displayed on the IP phone:

Invalid entry(s) re-enter

This error message is displayed in the AgtStateSvr.log, which is located in the c:\Program Files\Cisco\Desktop\IP Phone Agent Interface\log directory:

Have Reached Maximum license allowed

Note: Another possible symptom of this issue can be agents are unable to login, and one of these error messages is received:

• could not load page

• Your requested operation failed. Try again

Note: In order to increase the license count, you must purchase new licenses from Cisco. When you have the new license file and it has been moved to the server, click Start > Programs > Cisco CRA Administration > License Update Utility.

Note: In order to reset the licenses, you can run the LicenseReset.bat file. The LicenseReset.bat file is located in the C:\Program Files\Cisco\Desktop\Bin directory. The LicenseReset.bat file detects the sub-directories within the \\FileServerx\Desktop_cfg\License\ directory, which do not contain license files. The LicenseReset.bat file then regenerates and copies the relevant license files into the respective directory.

Solution

After you increase the license count, you must cycle the Cisco Desktop TAI Server. Complete these steps in order to cycle the Cisco Desktop TAI Server:

1. Choose Start > Programs > Administrative Tools > Services.

   The Services window is displayed:

   

2. Navigate to the Cisco Desktop TAI Server.

3. Right-click Cisco Desktop TAI Server.

   

4. Click Stop.

5. After the Cisco Desktop TAI Server stops, right-click Cisco Desktop TAI Server.

   

6. Click Start.

   After you cycle the Cisco Desktop TAI Server, the number of IP Phone Agents supported reaches the license count purchased.

   Note: The Invalid entry(s) re-enter error message can also appear in some cases where the licensing is not the issue. In these cases, you need to delete and recreate the agent in order to resolve the issue.

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Related Information

• Cisco Agent Desktop - Corrupt License File
• Technical Support & Documentation - Cisco Systems