Refer to the exhibit. In a Cisco Finesse 10.0(x) deployment, an agent with single line 89XX hard phone is having trouble logging into the desktop. The error message highlighted has been found in the…

The correct answer is D. Phone Join Across Lines feature is enabled. Join Across Lines (JAL) being enabled on the 89XX phone is the root cause because Cisco CTI requires exclusive device control over the phone. JAL allows calls to be joined across multiple lines, but CTI cannot properly register and control a phone with this feature active…

Implement and troubleshoot Cisco Unified CCE agent functionality

Question

Refer to the exhibit. In a Cisco Finesse 10.0(x) deployment, an agent with single line 89XX hard phone is having trouble logging into the desktop. The error message highlighted has been found in the CTI Jgw1 log file. Which option describes the likely cause of this error?

Options

AMAC address of the phone not associated with PG user.
BPG user does not have "Standard CTI Allow Control of Phones supporting ConnectedXfer and Conf user group" role.
CPhone line does not have the Maximum Number of Calls and Busy Trigger setting set to 2 and 1 respectively.
DPhone Join Across Lines feature is enabled.
EPhone IPv6 feature is enabled.

How the community answered

(51 responses)

A
10% (5)
B
20% (10)
C
2% (1)
D
63% (32)
E
6% (3)

Explanation

Join Across Lines (JAL) being enabled on the 89XX phone is the root cause because Cisco CTI requires exclusive device control over the phone. JAL allows calls to be joined across multiple lines, but CTI cannot properly register and control a phone with this feature active - even on a single-line device - because the feature flag itself conflicts with CTI's device ownership model. The CTI Jgw log will surface this as a registration/control failure during the Finesse login sequence.

Why the distractors are wrong:

A - A missing MAC-to-PG-user association causes a device-not-found error, not the specific CTI control failure seen here.
B - The "ConnectedXfer and Conf" role is needed for advanced transfer/conference CTI operations, not for basic agent login; its absence would cause feature-level errors post-login.
C - Incorrect Max Calls/Busy Trigger settings (should be 2/1) cause call-handling problems, not login failures; this also matters more for ACD lines, not hard-phone login.
E - IPv6 on the phone would cause a network-layer connectivity issue, which would appear as an unreachable device, not a CTI control rejection in the Jgw log.

Memory tip: Think "JAL breaks CTI's jail" - CTI needs to lock the phone under its control, and Join Across Lines breaks that lock. Any phone enrolled in Finesse must have JAL disabled.

Topics

#Finesse agent login#CTI Gateway troubleshooting#Phone features configuration#Phone Join Across Lines

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