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New Member

CTI Toolkit names missing

On the supervisor desktop, some agent names and the login names are missing. Checked the skills assigned per analyst.

ICM 7.0 SR3-CTIOS Server 7.0 SR2-CCM 4.1.3. Please assist.


Re: CTI Toolkit names missing

Symptom Cannot see agent names in real time status window.

Possible Cause The names displayed are the names entered in the ICM

database (see ICM Configuration Manager - Agent Explorer). Some possible


? The ODBC driver used to query for these names was not setup correctly

during CTI OS Server setup (see the Cisco ICM Software CTI OS System

Manager?s Guide).

? There are no names configured in the ICM database.

The Data Source Tool used to configure the DSN entry to retrieve the names has

an option to "Test Data Source" in the last dialog. It is recommended to use this

tool to verify the DSN. Common problems include that the ICM database has no

user configured with the right privileges or the connection method is not set

properly (for example, named pipes will not work if the SQL server with the

database is located on a different domain - use TCP instead).

Cisco ICM Software CTI OS

Troubleshooting Guide

New Member

Re: CTI Toolkit names missing

This happens to only some of the agents. And the other agents show up quite normally. And even these names show up for a while when the PG is restarted. After that it fades away and does not appear until the PG is restarted again.

New Member

Re: CTI Toolkit names missing

Has this issue been resolved?

I have a customer with the same issue.

New Member

CTI Toolkit names missing

Any updates on this fellas? I have a user with the same issue and have check ever setting against another in ICM Config Mgr > Tools > Explorer Tools > Agents Tools and still cannot figure this out. I will be rebooting the PG soon for other related work. Will this help this agents name appear in the CTI Toolkit?

CTI Toolkit names missing

We had a similar issue last month UCCE 8.5.x which the TAC/BU couldn't solve or reproduce.  After rebooting the PG pair it went away.  Hoping it doesn't come back.


New Member

CTI Toolkit names missing

Rebooting the PG will take care of your issue.