IPCC "The agent extension is out of service"

Question

We are using IPCC 4.0(3)_Build080, we have setup a new user in the system like everyone else. When this user tries to go into a ready state in the agent desktop he gets the following error:
13:16:20 Cannot go to the ready state while the phone is out of service. Other state changes are possible.
13:16:20 The agent extension is out of service.
Ready state change and call control operations cannot be performed.

Answer 1

Hi guys,
Solution, for us, was to delete the phone from CUCM, and recreate it.
This process took less than 1 minute…
I located the device (phone) in CUCM by MAC address and deleted it.
All  of our Service Desk phones are identical in config (they are setup for  Extension Mobility to allow for desk sharing) - so I simply "super-copied"  another SDA phone using the problematic phone's MAC, and changed the description.
Next I associated  the 'newly created' device with the RMCM application user (User  Management > Application User > < whatever username you gave  for  your UCCX RMCM username>).
Once the new "old" device had  registered, Joe Bloggs logged in with his extension mobility login,  logged into CAD, and was able to go 'Ready'.
Solved.
Information/background and initial troubleshooting:
We are on...
CUCM 8.0.2.40000-1
UCCX 8.0.2.11004-12
CAD 8.0.2.400 (says 8.0(2) at startup, the 'about' shows 8.0.2.400)
We had the issue this morning where Joe Bloggs (SDA) was able to login to his phone (extension mobility), login to CAD (Cisco Agent Desktop), but could not go ‘Ready’ state.
He was being presented the following error:
     07:20:29  Resource's Device is Off.
     07:20:29  The agent extension is out of service.
     Ready state change and call control operations cannot be performed.
I logged into his device (phone) as myself and then logged into CAD. I was presented with the same error when attempting to go 'Ready'.
Other SDA’s with the same device (phone) and device profile (extension mobility) config did not have any trouble on their phones – so appeared to have been a phone issue - or at least an issue between CUCM and the device.
I had Joe Bloggs perform the factory default reset (unplug network cable, holding # - plug back in network cable, when line buttons flashed in sequence type 123456789*0#) – after reset, tested again, made no difference - the error persisted.
Next, I disassociated Joe Bloggs from the DN (Directory Number/Extension) and then disassociated both the device and the device profile (ext. mobility) from RMCM ‘Application User’, saved – then re-associated – made no difference, the problem continued.
Not sure why it happened - appears as though maybe the record of this particular device had become corrupt in CUCM somehow.
Hope this helps someone else - as it was a lot quicker (for our setup) than disassociating user extensions and devices, etc.
Cheers,
Brett