How to disallow log into personal line in IPCC Enterprise

Unanswered Question
Jun 26th, 2007

Customer has two lines per IP phone, first one is for personal DID, second for ACD, when we associate ACD line to PG JTAPI user from CCM, personal line is associated as well, so agent could login to her/his personal line by mistake, is it anyway to disallow login to personal line?


Wei

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David Wolgast Tue, 06/26/2007 - 11:14

Actually, associating the phone/DN with the PG User is only half of the equation toward making a phone/DN a valid instrument in Enterprise.


The second part is the creation of the device target & label(s). Any DN that doesn't have an associated Device Target will return an Invalid Instrument error message when logging on.


To avoid having users log on to the first DN, simply don't create that DN as a device target.

adignan Tue, 06/26/2007 - 14:26

Actually, even if a device target does not exist for the personal line, since its associated to pguser and the same phone as the acd phone it will actually still let you login. However, calls will not successfully get routed to the phone. Essentially, this can cause big problems because IPCC/ICM sees the agent as "ready" and tries to send it a call.


Cisco addressed this very issue in 7.1.4 or >


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the fix you are looking for (the agent login issue) is in version ICM update 7.1.4 or >


http://www.cisco.com/web/ccbu/ICM/7/1/4/0/0/0/ICM7.1.4_Release_Notes.pdf



Bug ID = CSCsh334736 setup.request.enh Need to add registry key: RejectLoginWithoutDeviceTarget for EAPIM



The Generic path to where this DWORD is on both of the PG's is:


...\pim1\EAGENTData\Config\RejectLoginWithoutDeviceTarget


This should be a (DWORD) with default value = FALSE (0) and this needs to be changed to 1

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please rate helpful posts.


adignan - berbee

geoff@hp.com Fri, 10/03/2008 - 06:36

I can't believe that I was hit by this again today! Thanks again.


Regards,

Geoff

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