The user advised the station had been working using the same credentials the day prior. They tried unplugging and plugging the phone back in to no avail. I checked the CM to verify provisioning was still correct and found that the agentID the end user was assigned had accidentally been removed by the customer's suppport team during a project. Advised the user to have their IT team add the agentID back into CM.
"Display Station x" will show the station programming.
"Display agent-loginID x" will show the agentID programming. In this scenario, CM responds with "x Extension invalid; please check dialplan" which indicates the agentID is not a valid administered agent in CM.
Replaced the phone Hardware.
Had agent X log out and use their correct agentid, thus allowing agent Y to now log in.
