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UCCX 12.5 - Finesse Log in Errors

How to troubleshoot problems logging into Finesse

Please take note of your error. The two most common errors seen are:

No devices found error message
No devices found - This error means that Finesse could not connect your phone. Here are possible reasons:
  1. You typed in your extension incorrectly. Your extension must be in the format +1608XXXXXXX. You must include the +1 in front of your 10-digit extension. Also, check to make sure the number matches the number on your phone.
  2. Extension Mobility Users - You are not logged into your telephone. Please make sure that you can see your agent extension on the telephone display.
  3. Jabber/Webex Users - You are not logged into Jabber/Webex. Please make sure that you are logged into Jabber or Webex. If you are logged into Jabber/Webex, try resetting (not restarting) your Jabber/Webex client. Cisco VoIP - Resetting Jabber and Cisco VoIP - Resetting Webex
  4. Telephone Users - Make sure that your telephone is plugged in and showing your agent line on the phone
Incorrect username or password error
Incorrect username or password. Try again. - This error means that the system does not recognize your NetID or NetID password. Here are some possible reasons:
  1. Your NetID and NetID password are case sensitive. Your NetID must be in all lowercase.
  2. You must use your NetID password not the password for logging into the phone.
  3. Instead of using your NetID, you are using credentials for other departments sites. Your NetID is what you use to look at your pay stubs. If you are unsure of your NetID password, see NetID - Changing a Password
  4. You are trying to log into a Finesse site that is not the UW-Madison site. Please use this URL:

If none of these steps helped you, please email the DoIT Help Desk. Please attach screenshots of your error. 

If you need further help, please contact the DoIT Help Desk for assistance.

Keywordscisco contact center express call center Finesse agent agents phone telephone error sign in login no devices found extension troubleshooting troubleshoot   Doc ID110420
OwnerELIZABETH C.GroupVoice Services
Created2021-04-21 09:18:11Updated2022-08-24 09:33:35
SitesDoIT Help Desk, Voice Services
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