CAD Agent Password

Unanswered Question
Aug 21st, 2008
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Is there a way that a CAD Agent can change their password in ICM? It seems completely crazy that they cannot change their password in ICM through CAD. This is an administrative nightmare... Is there a web tool for ICM or something?


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david.macias Fri, 08/22/2008 - 02:00
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You would think they would have something like that considering you can change your password when using CSD..



No - and I think it's fine.

When the first versions of CAD were created (called Turnkey, which was a terrible name), there was independence of CAD logins and ICM logins and THAT was an administrative nightmare. Eventually they synchronized CAD with ICM, as it is today, and that was a big step forward.

As David points out, the Supervisor password is kept in the CAD database/LDAP, but all other information is synchronized from ICM.

Why do you think agents should be able to change their password? What advantages would that bring to your contact centre?



david.macias Fri, 08/22/2008 - 06:31
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The biggest advantage is agents login in with the wrong extension and kicking other agents off. Giving unique passwords to all agents is a mess that's why we usually give them the standard 12345 or something along those lines.


Chad Stachowicz Fri, 08/22/2008 - 13:59
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I guess I never thought of it this way, I was looking at it from keeping in sync with their AD. Anyways i will just keep it their AD name + 12345 :)




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