Device Inaccessible in PCCE\UCCE

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The following works with PCCE and UCCE with the same general theory approach being applicable in UCCX. Any account name changes , where possible, should be considered.

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Hello Friend, it’s been awhile.

At my previous job we had two PCCE deployments , both 10.5(3) and 11.6(1), running off a CUCM 10.5 cluster. Their is this one small little account used in the Cisco Contact center world called PG User and you don’t know what fun is until that “remove all devices” button has accidentally been checked . Middle of the day. While in production. Managers and supervisors panic while co-workers feel complete shame and guilt for just a poorly designed UI element. Thankfully that has been improved in a later version of CUCM but that is a story for another day.

So lets say it’s happened , someone has clicked that button and removed your users from PG User. Here you are starting to add them back and having people login when you get the good old “Device Inaccessible” message from Finesse.  In a follow up article I’m going to show how you can really start to dig into this more as to the how and why with logs and your good old CLI friend OPC but for now what is the quickest move to get your agents back that doesn’t involve changing their numbers?

Before going over those steps the tag line , if you will, for this blog is one of my core approaches in life: Slow is smooth and smooth is fast. What that means to me is going SLOW and taking your time , within reason, is going to be SMOOTH and limit errors or repeat work which will result in FAST turn around times on your target. Keep that in mind with these steps because rushing through them will only create duplicate work.

FIXING THIS DRAMA

  1. Remove the device receiving that message from PGUser (Go SLOW here)
    1. Click Application User
    2. Find your PGUser account
    3. Controlled Devices
    4. Find the DN of the device
    5. Uncheck just that device
    6. Click Save
    7. Click Save
  2. Disable CTI Control of your device (Go SLOW here)
    1. Find your phone and switch to the DN
    2. Uncheck the “Allow CTI control box at the DN level on the phone”
    3. Click Save
    4. Click Apply Config
    5. Wait for phone to fully reboot and register again
  3. Add the device back to PG User (Go SLOW here)
    1. Click Application user
    2. Find your PGUser account
    3. Controlled Devices
    4. FInd the DN of the device
    5. Check the box to add it to PGUser
    6. Click save
    7. Click Save
  4. Enable CTI Control of your device (Go SLOW here)
    1. Find your phone and switch to the DN
    2. Check the “Allow CTI Control box at the DN level on the phone”
    3. Click Save
    4. Click Apply Config
    5. Wait for phone to full reboot and register again

Assuming you have done the SLOW part then everything should have been SMOOTH with no unexpected issues meaning you now have a FAST solution for this problem. Finally login to Finesse with the same device again and bask in the glory of all those inbound ACD calls!

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