I upgraded an IPCC Standard implementation from 4.0(5) to 7.0(1) SR5 UCCX using the DMT tool. The upgraded UCCX works fine but I have one issue. In Tools > Users the agents are all grayed out and agents can't be added or removed. The customer originally had IPCC standard on the old version which resulted in the loss of CAD on the 7.x version. After the upgrade the customer obtained a temporary enhanced license so that they could use CAD rather than the IP phone agent and they will eventually add a permanent enhanced license. Even before the enhanced license was added, the agents were grayed out in the user menu and no one could be added or removed. Does anybody know what could be causing this and how to resolve it?
Erm.. you don't add agents through there.
You add them by configuring the IPCC Extension on the end user account in CCMAdmin.
You then configure skills and add them to teams...
Please rate helpful posts..