Support Article

CTI Error After Login into Phone in CPM Phone Portal



Logging into PegaCall on CISCO UCCE  is generating Failure Code 12 errors. 

Error Messages

1.Control Failure Conf Message recieved for RetrieveDeviceSnapshot using invoke id [9] failure code [12] peripheral error code [10137] This can be a result of requesting a device snapshot before the device is logged in.
2.The [SnapshotDevicelRequestMessage] request failed. Failure Code [12]

Steps to Reproduce

1. Open the CPM portal.
2. Open the phone toolbar.
3. Log into Phone.
4. Observe the error in the pegacti log.

Root Cause

Cisco UCCE had changed the behavior of their code at some point which does not allow a device to be monitored w/o having an agent logged in. 


The error can be ignored.  

This is related to how the login process works in Pega. During the login process PegaCall does a device snapshot prior to the actual login.

​The reason for the failure code 12 is that Cisco will not allow the device snapshot until after the agent is logged in.  The logs will show a  second login which will succeed.


Published October 21, 2016 - Updated November 14, 2016

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