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Agent Re-Skilling

Hi,

We are login to to agent reskilling url using supervisor id. Login id should get locked after 3 times invalid login attempt, but this is not happening though we are entering wrong password 4-5 time. We have account lockout policy applied on domain level. That same account get lock when we enter wrong passwords in cti supervisor desktop.

ICM Version: 7.5

Regards,

Santosh

3 REPLIES
Green

Re: Agent Re-Skilling

That does not suprise me. When you promote an agent to be a supervisor, you have to supply a user name and a password. That is created as a user in Active Directory under the Cisco OU. But the agent ID is not. If you log in on the Dynamic Reskilling web site using agent ID of the supervisor (PG selected) the authorization is not being done through the Windows API.

Regards,

Geoff

Re: Agent Re-Skilling

The lockout policy you are seeing when a supervisor logs into CTIOS is not controlled by the domain policy, it is controlled by a UCCE mechanism introduced in version 7.5. It just so happens that this mechanism defaults to 3 attempts, which happens to match your domain policy. This is just a coincidence, the CTIOS login does not use Active Directory at all. The agent reskilling app uses the same agent id that is used for CTIOS except the new lockout mechanism does not apply, that only applies to CTIOS logins.

Green

Re: Agent Re-Skilling

Thank you Ed. I had forgotten about the new 7.5 policy for CTIOS. Your explanation is excellent.

Regards,

Geoff

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