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Cisco Unified Contact Center Express

Unable to Log On to Cisco Agent Desktop Using a Novell Client

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Document ID: 47640


Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document provides information on how to resolve a Novell Client login problem. An Agent that uses Novell Client Software version 4.83 SP1 is unable to log in to the Cisco Agent Desktop after an upgrade of the Agent desktop operating system to Windows XP in a Cisco IP Contact Center (IPCC) environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Customer Response Solution (CRS) administration

  • Agent Desktop configuration

  • Microsoft operating system

Components Used

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

  • Cisco CallManager 3.2(2c)

  • IPCC Express Edition 3.03a and later

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

Agents are initially able to log in to Agent Desktop with Novell Client version 4.83 SP1 with Windows 98. After an upgrade of the Agent Desktop software from Windows 98 to Windows XP, a login fails for all agents. The Agent Desktop logs in this section provide the errors.

This is the ouput of Agent.dbg log:

INFO   FChooker  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   PhoneDev  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   FastCall  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   FastCall  FC0162  FastCall Starting Up
DEBUG10 FastCall CC1246        Local Path: C:\Program Files\Cisco\Desktop
DEBUG10 FastCall FC0266        Desktop ID: 1992
DEBUG10 FastCall FC0267        Agent ACD ID: 1992
DEBUG10 FastCall FC0268        Agent CTI ID: 
DEBUG10 FastCall FC0269        Agent work flow group: ag_default
DEBUG10 FastCall FC0270        Agent team: RESPA
DEBUG10 FastCall FC0271        Agent supervisor: No
DEBUG10 FastCall CC1246        Local Path: C:\Program Files\Cisco\Desktop
DEBUG10 FastCall CC0325        Group Path: \\172.16.101.5\DESKTOP_CFG\config\ag_default
DEBUG10 FastCall CC1050        ICD Host A: 172.16.101.5
DEBUG10 FastCall CC1051        ICD Port A: 42027
DEBUG10 FastCall CC1052        ICD Host B: 
DEBUG10 FastCall CC1053        ICD Port B: 
DEBUG10 FastCall CC1054        ICD Peripheral ID: 0
DEBUG10 FastCall CC1055        Heartbeat Interval: 90
DEBUG10 FastCall CC1056        New Jtapi Path: \\172.16.101.5\DESKTOP_CFG\Desktop\
  Agentins\JTAPI
DEBUG10 FastCall CC1078        CTI Manager Host A: (Ics-367af0a30a4)
DEBUG10 FastCall CC1079        CTI Manager Host B: (Pntn-ccm1-sub)
DEBUG10 FastCall CC1661        Bin CLASSPATH variable is: C:\Program Files\Cisco\
  Desktop\bin\CiscoJtapiClient\Lib\jtapi.jar

DEBUG10 FastCall CC1675 The jtapi.jar file found under bin CLASSPATH.
DEBUG10 FastCall CC1874 Output from running java CiscoJtapiVersion: Cisco JTAPI version 
DEBUG10 FastCall CC1683 Jtapi version under bin/ciscojtapiclient/lib: Cisco JTAPI version 
DEBUG10 FastCall CC1693 New CLASSPATH variable is: \\172.16.101.5\DESKTOP_CFG\Desktop\
  Agentins\JTAPI\jtapi.jar

DEBUG10 FastCall CC1699 jtapi.jar file under new CLASSPATH not exist
INFO   LA0003 SLicense::OpenLcnsFile: Could not open license file \\172.16.101.5\
  desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

MAJOR  FastCall  FC0344  Unable to verify licence. License Error:  Could not open license 
  file \\172.16.101.5\desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

INFO   FastCall  FC0376  Releasing license...
INFO   LA0003 SLicense::OpenLcnsFile: Could not open license file \\172.16.101.5\
  desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

INFO   FastCall  FC0383  Error releasing license: Could not open license file \\
  172.16.101.5\desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

INFO   FastCall  FC0405  FastCall Shutting Down

Note: Some lines in this log display over two lines due to space limitations.

This is the ouput of Agent.log:

INFO   FChooker  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   PhoneDev  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   FastCall  VERSION:[Release 4.3.2.9] PLATFORM:[XP Service Pack 1] DBGLEVEL:[1-204]
INFO   FastCall  FC0162  FastCall Starting Up
INFO   LA0003  Could not open license file \\172.16.101.5\desktop_cfg\license\agent\
  LicenseFile.lf 15 : FILE MISSING
MAJOR  FastCall FC0344  Unable to verify licence. License Error:  Could not open license 
  file \\172.16.101.5\desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

INFO   FastCall  FC0376  Releasing license...
INFO   LA0003  Could not open license file \\172.16.101.5\desktop_cfg\license\agent\
  LicenseFile.lf 15 : FILE MISSING
INFO   FastCall  FC0383  Error releasing license: Could not open license file \\
  172.16.101.5\desktop_cfg\license\agent\LicenseFile.lf 15 : FILE MISSING

INFO   FastCall  FC0405  FastCall Shutting Down

Note: Some lines in this log display over two lines due to space limitations.

Solution

Complete these steps to solve the problem:

  1. Verify this information:

    • Agents are able to map to the share drive on the CRS server.

    • All Agents have read and write access rights to the share drive from the individual desktops.

    • The license file is in the Agent folder on the CRS share drive.

  2. Verify that Novell Client version 4.8.3 SP2 is installed.

    With Agent and Supervisor software installed on Windows XP machines that have a Netware Client, Novell Client version 4.8.3 SP2 is necessary for problem resolution.

After the installation of Novell Client version 4.8.3 SP2, the agent can successfully log in to Agent Desktop.

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Updated: Jul 20, 2006Document ID: 47640