Agent receives the below error message while attempting to log into Finesse Agent. Agent has been configured to use an 8851 IP Phone. Same Agent can log onto the Finesse Agent using 7945/75 IP Phones.

The Remote Agent User requires CTI Access to the Agents phone. With the new 8851 IP Phone two extra user roles are required (same as the 9971 IP Phone) The roles required are: “Standard CTI Allow Control of Phones supporting Connect xfer and conf” and the “Standard CTI Allow Control of Phones supporting Rollover mode”