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

Question

Options

• ARG user does not have "Standard CTI Allow Control of Phones supporting ConnectedXfer and conf user group" role.
• BIn the peripheral gateway, Agent Phone Line Control not set to "All Lines".
• CFinesse 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.
• EMAC address of the phone not associated with PG user.

• A
  70% (16)
• B
  4% (1)
• C
  9% (2)
• E
  17% (4)

Explanation

Option A is correct because the PG (Peripheral Gateway) user - which acts as the CTI link between Finesse and the phone - requires the "Standard CTI Allow Control of Phones supporting ConnectedXfer and conf" user group role in CUCM to fully control agent devices; without it, the JGW (Java Gateway) cannot complete the CTI open request during login, producing the exact error seen in the log. Option B is wrong because "Agent Phone Line Control" affects how many lines the PG monitors, not whether it has permission to control the phone at all. Option C is wrong because Maximum Number of Calls and Busy Trigger are CUCM DN settings that govern call capacity, not login authorization. Option D is wrong because Phone Join Across Lines is irrelevant on a single-line 89XX phone and would not surface as a JGW login error. Option E is wrong because a missing MAC association would cause a device-not-found or registration error, not a CTI permission failure in the JGW log.

Memory tip: When you see a login error in the PG JGW log, think "CTI permission denied" - the JGW is the layer that negotiates CTI control rights, so missing roles on the PG/RG user are the first thing to check.

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