Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Error installing CAD

Error installing CAD

Error installing CAD


Pardon the long post:

I am recieving the following error when trying to launch the CAD.

  "Login failed due to a configuration error. Please ask    your system administrator to associate your phone with the RM JTAPI Provider user ID according to the instructions in the Administrators Guide."

How do I make the association?Can anyone send me a link to the administrators guide? I cant find this information in the Administrators guides for CM - ver 6.1. CXX premium ver. 5.0 that I have.

The installation instructions make reference to directory services, How do I run directory services? How do I restart the VoIP Monitor service? See below for additional details regarding these questions.

Directory services

Per the instructions regarding directory services:
If the computer has more than one IP address, select the IP address of the NIC used
to connect to the LAN—it must be accessible by the client desktops.
In order to connect to the Unified CM, the IPPA service must have a user ID and
password. This user ID and password are also set up in Unified CM (xxxsee
"Configuring Cisco Unified CM IP Phones to Work With IP Phone Agent" in the Cisco
CAD Installation Guide). You can complete these fields before actually setting up the
user in Unified CM, but the user ID and password must be identical in both places. If
they are changed in this window or in Unified CM, they must be changed in both.

   NOTE: If Directory Services is not running when you view this step, the IPPA login information cannot be changed.
NOTE: If you change these settings, you must restart all CAD services to ensure that the change is registered with them properly.

Voip Monitoring service

Per the instructions regarding Voip Monitoring Service:
Select the IP address of the network adaptor to which voice packets are sent to be
sniffed by the VoIP Monitor service (if this is a server box) or the desktop monitor (if
this is a client desktop).
■On a VoIP Monitor Service server, it is the IP address of the NIC that is connected to the port configured for SPAN.
■On a client desktop computer, it is the IP address of the NIC on which the computer is daisy-chained to the phone.
NOTE: If you change these settings after initial setup, you must restart the VoIP Monitor service or the client application (depending on where you run CAD Configuration Setup) to ensure that the change is registered with them properly.


RE: Error installing CAD

in ccm there is an RM JTAPI user that all the agent phones are associated with. You need to identify that user (it is defined in your IPCC server admin pages under RMJTAPI user).
Then associate the MAC address of that phone with the RMJTAPI user.

You can go to cisco.com and pull the IPCC administrator manual for the version of IPCC you are running and it will walk you how to add a new agent phone to crm.


RE: Error installing CAD

Awesome! Thank you so much for your help this resolved the issue. I am getting another error that states that the license and resource manager may be down but that sounds like a licensing issue that I will probably have to take to our VAR.

Thank you once again for your help and have a great day!


RE: Error installing CAD

Not necessarily. Make sure that the user that the agent phone is assigned to (not RM JTAPI but the actual user) has the DN that IPCC will control checked as an IPCC extension. Otherwise it can't control that DN. That is in ccm.
If that is checked then you might have a license oversubscription

RE: Error installing CAD

Thank you for your help that fixed it and all is well. Thanks again,


Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close