Softphones cant log in...........Symposium error ???

[SeanH]

Hi guys,

Am after a reply if any of you guys are as unlucky as me and are in the office.
Agents cant login to softphone and the bottom of my tserver log file (detailed below) shows the following when i try to log in..........

Does this sound like a Symposium / switch issues as from what i can see, all Genesys apps are running fine, and in the Tserver log, i can see the 'CTI Link connected' message but there is also a "Cause:2033" error ..............

TIA guys.........


# tail -f TServer_Symposium_720.20061227_094505_868.log
        AttributeReferenceID    6
        AttributeErrorCode      58
10:18:27.619 Int 04545 Interaction message "EventError" sent to 16 ("DesktopToolkitX")
10:18:27.619 Trc 04542 EventError sent to 16 (0007 DesktopToolkitX)
10:18:47.743 Trc 04524 Client DesktopToolkitX disconnected on 16, id=0007:0005
@10:18:47.7439 [mlink] Address [59784,t1,s80] (clientDisconnected)
@10:18:47.7441 [tsgctm] Address [59784,t1,s80] (clientDisconnected)
@10:18:47.7441 [mlink] Address [11478,t1,s80] (clientDisconnected)
@10:18:47.7441 [tsgctm] Address [11478,t1,s80] (clientDisconnected)
@10:18:47.7443 [tsgctm] Client [id:70005,sid:0,name:DesktopToolkitX] deleting.
10:19:15.836 Trc 04520 New client 16 connected
[fd=16] message RequestRegisterAddress
10:19:15.836 Std 04523 Connection to client  closed (reason: not authorized) on 16, id=000a:0005
10:19:15.840 Trc 04520 New client 16 connected
10:19:15.840 Trc 04541 RequestRegisterClient received from 16
message RequestRegisterClient
        AttributeProtocolVersion        'tserver protocol 4.2'
        AttributeApplicationName        'DesktopToolkitX'
10:19:15.840 Trc 04522 Client 16 authorized, name 'DesktopToolkitX', id=000b:0005
@10:19:15.8402 [tsgctm] Client [id:b0005,sid:0,name:DesktopToolkitX] created.
@10:19:15.8403 [tsgctm] Distributing request RequestRegisterClient
@10:19:15.8403 [0] 7.2.003.04 send_to_client: message EventLinkConnected
        AttributeApplicationName        'TServer_Succession_720'
        AttributeUserData      [2] 00 00..
        AttributeRegistrationCode      0
        AttributeEventSequenceNumber    00000000000001ec
        AttributeCustomerID    'Resources'
        AttributeServerStartTime        459240a20004c02d (09:45:06.311341)
        AttributeTimeinuSecs    840365
        AttributeTimeinSecs    1167214755 (10:19:15)
10:19:15.840 Trc 04542 EventLinkConnected sent to 16 (000b DesktopToolkitX)
@10:19:15.8407 [gctm] request RequestRegisterClient removed from reqMgr
10:19:15.841 Trc 04541 RequestRegisterAddress received from 16 (000b DesktopToolkitX)
message RequestRegisterAddress
        AttributeRegisterMode  0
        AttributeControlMode    0
        AttributeAddressType    1 (DN)
        AttributeReferenceID    1
@10:19:15.8413 [0] 7.2.003.04 send_to_client: message EventError
        (Invalid attribute)
        AttributeEventSequenceNumber    00000000000001ed
        AttributeCustomerID    'Resources'
        AttributeTimeinuSecs    841309
        AttributeTimeinSecs    1167214755 (10:19:15)
        AttributeErrorCode      53
        AttributeReferenceID    1
10:19:15.841 Int 04545 Interaction message "EventError" sent to 16 ("DesktopToolkitX")
10:19:15.841 Trc 04542 EventError sent to 16 (000b DesktopToolkitX)
10:19:15.842 Trc 04541 RequestRegisterAddress received from 16 (000b DesktopToolkitX)
message RequestRegisterAddress
        AttributeThisDN '11478'
        AttributeRegisterMode  0
        AttributeControlMode    0
        AttributeAddressType    2 (Position)
        AttributeReferenceID    3
(tservice_proc) ControlMode set to 1 for 11478
@10:19:15.8423 [tsgctm] Distributing request RequestRegisterAddress
@10:19:15.8423 [tsgctm] Address [11478,t1,s80] reqRegisterAddress
@10:19:15.8423 [gctm] Address [11478,t1,s80] processRegistered
@10:19:15.8424 [0] 7.2.003.04 send_to_client: message EventRegistered
        AttributeEventSequenceNumber    00000000000001ee
        AttributeCustomerID    'Resources'
        AttributeTimeinuSecs    842452
        AttributeTimeinSecs    1167214755 (10:19:15)
        AttributeExtensions    [37] 00 02 01 00..
                'AgentStatus'  -1
                'status'        128
        AttributeAddressType    2 (Position)
        AttributeThisDN '11478'
        AttributeReferenceID    3
10:19:15.842 Trc 04542 EventRegistered sent to 16 (000b DesktopToolkitX)
@10:19:15.8426 [gctm] request RequestRegisterAddress removed from reqMgr
@10:19:15.8427 [tsgctm] Registrar [11478, l=1, s=0]  sending request, i=0, r=0
10:19:15.842 Trc 04541 RequestRegisterAddress received from 16 (000b DesktopToolkitX)
message RequestRegisterAddress
        AttributeThisDN '59784'
        AttributeRegisterMode  0
        AttributeControlMode    0
        AttributeAddressType    1 (DN)
        AttributeReferenceID    4
(tservice_proc) ControlMode set to 1 for 59784
@10:19:15.8428 [tsgctm] Distributing request RequestRegisterAddress
@10:19:15.8428 [tsgctm] Address [59784,t1,s80] reqRegisterAddress
@10:19:15.8428 [gctm] Address [59784,t1,s80] processRegistered
@10:19:15.8429 [0] 7.2.003.04 send_to_client: message EventRegistered
        AttributeEventSequenceNumber    00000000000001ef
        AttributeCustomerID    'Resources'
        AttributeTimeinuSecs    842923
        AttributeTimeinSecs    1167214755 (10:19:15)
        AttributeExtensions    [37] 00 02 01 00..
                'AgentStatus'  -1
                'status'        128
        AttributeAddressType    1 (DN)
        AttributeThisDN '59784'
        AttributeReferenceID    4
10:19:15.843 Trc 04542 EventRegistered sent to 16 (000b DesktopToolkitX)
@10:19:15.8431 [gctm] request RequestRegisterAddress removed from reqMgr
@10:19:15.8431 [tsgctm] Registrar [59784, l=1, s=0]  sending request, i=0, r=0
@10:19:15.8432 [tsgctm] Distributing request SysRequestRegister
@10:19:15.8432 [mlink] Address [11478,t1,s80] (sysReqRegisterAddress)
        Directory Number Registration
        Reference ID:76d
        Associated DN List: 0x82,11478
@10:19:15.8432 [>>] FF 0A 00 14 04 07 6D 01 05 00 0F 0A 01 06 82 31 31 34 37 38
@10:19:15.8432 [tsgctm] Distributing request SysRequestRegister
@10:19:15.8433 [mlink] Address [59784,t1,s80] (sysReqRegisterAddress)
        Directory Number Registration
        Reference ID:76f
        Associated DN List: 0x81,59784
@10:19:15.8433 [>>] FF 0A 00 14 04 07 6F 01 05 00 0F 0A 01 06 81 35 39 37 38 34
10:19:15.844 Trc 04541 RequestQueryServer received from 16 (000b DesktopToolkitX)
message RequestQueryServer
        AttributeReferenceID    2
@10:19:15.8446 [0] 7.2.003.04 send_to_client: message EventServerInfo
        AttributeEventSequenceNumber    00000000000001f0
        AttributeTimeinuSecs    844599
        AttributeTimeinSecs    1167214755 (10:19:15)
        AttributeReferenceID    2
        AttributeExtensions    [309] 00 02 00 00..
                'T-Server'      'Tserver for Nortel Communication Server 1000 with SCCS/MLS, Version: 7.2.003.04 Compiled: Mar  1 2006 17:59:36
Genesys Telecommunications Laboratories, Inc., Copyright 1991 - 2006
'
                'Features'      '
Build with TServerCommonPart 7.2.005.02
High Availability feature: ON
ISCC feature support:      ON
'
        AttributeServerXCapabilities    '(2=(56=395802),8=(16=1),10=(16=1),11=(16=40),14=(73=1),34=(67=3),36=(60=3),75=(16=129),76=(16=73),108=(74=2),113=(83=28),160=(146=1),161=(146=1),162=(146=1))'
        AttributeServerCapabilityMask  [64] FF 7F BF E5..
        AttributeCustomerID    'Resources'
        AttributeHomeLocation  'Solihull_Switch'
        AttributeApplicationName        'TServer_Succession_720'
        AttributeServerRole    0
        AttributeServerVersion  '7.2.003.04'
10:19:15.844 Trc 04542 EventServerInfo sent to 16 (000b DesktopToolkitX)
@10:19:15.8458 [<<] FF 0A 00 11 04 87 6D 01 06 00 71 03 01 78 04 20 33
        Directory Number Registration Response
        Reference ID:76d
        Result:Failure
        Cause:2033
@10:19:15.8458 [mlink] (processDnRegistrationResponse)
@10:19:15.8459 [gctm] distributing EventError to model
@10:19:15.8459 [gctm] request SysRequestRegister deactivated in reqMgr
@10:19:15.8459 [gctm] Switch [s1] distributing EventError
@10:19:15.8459 [gctm] Switch [s1] processError
@10:19:15.8460 [tsgctm] Registrar [11478, l=1, s=0]  RX error response, i=0, c=da
@10:19:15.8460 [gctm] request SysRequestRegister removed from reqMgr
@10:19:15.8460 [gctm] Address [11478,t1,s80] processOutOfService
@10:19:15.8460 [tsgctm] Registrar [11478, l=1, s=0] giving up.
@10:19:15.9444 [<<] FF 0A 00 11 04 87 6F 01 06 00 71 03 01 78 04 20 33
        Directory Number Registration Response
        Reference ID:76f
        Result:Failure
        Cause:2033
@10:19:15.9445 [mlink] (processDnRegistrationResponse)
@10:19:15.9445 [gctm] distributing EventError to model
@10:19:15.9445 [gctm] request SysRequestRegister deactivated in reqMgr
@10:19:15.9446 [gctm] Switch [s1] distributing EventError
@10:19:15.9446 [gctm] Switch [s1] processError
@10:19:15.9447 [tsgctm] Registrar [59784, l=1, s=0]  RX error response, i=0, c=da
@10:19:15.9447 [gctm] request SysRequestRegister removed from reqMgr
@10:19:15.9448 [gctm] Address [59784,t1,s80] processOutOfService
@10:19:15.9448 [tsgctm] Registrar [59784, l=1, s=0] giving up.
10:19:21.812 Trc 04541 RequestAgentLogin received from 16 (000b DesktopToolkitX)
message RequestAgentLogin
        AttributeThisDN '11478'
        AttributeAgentID        '1175'
        AttributeAgentWorkMode  0 (Unknown)
        AttributeReferenceID    5
@10:19:21.8126 [0] 7.2.003.04 send_to_client: message EventError
        (Out of service)
        AttributeEventSequenceNumber    00000000000001f1
        AttributeCustomerID    'Resources'
        AttributeTimeinuSecs    812629
        AttributeTimeinSecs    1167214761 (10:19:21)
        AttributeThisDN '11478'
        AttributeReferenceID    5
        AttributeErrorCode      58
10:19:21.812 Int 04545 Interaction message "EventError" sent to 16 ("DesktopToolkitX")
10:19:21.812 Trc 04542 EventError sent to 16 (000b DesktopToolkitX)
10:19:31.706 Trc 04524 Client DesktopToolkitX disconnected on 16, id=000b:0005
@10:19:31.7068 [mlink] Address [59784,t1,s80] (clientDisconnected)
@10:19:31.7069 [tsgctm] Address [59784,t1,s80] (clientDisconnected)
@10:19:31.7069 [mlink] Address [11478,t1,s80] (clientDisconnected)
@10:19:31.7070 [tsgctm] Address [11478,t1,s80] (clientDisconnected)
@10:19:31.7071 [tsgctm] Client [id:b0005,sid:0,name:DesktopToolkitX] deleting.

[tom]

looks like the phone is set for a password and login

have the phone admmin check to make sure there is no password required to log in - easy way to tell - log into the phone using the hard set

[danalee]

We run into this problem frequently.  The problem usually is that the DN is not configured in the PBX.  If we have to restart a T-Server we try to parse through the logs to see if we have any of these errors and then we either delete them from CME or add the to the PBX.

[ecki]

Hi,

Well, from the log, there are two DNs. '59784' and '11478' . Agent uses '11478' to login Agent . Did you try to change those dn and let softphone to login agent with the second line?