Problem on the CTI

[ln33147]

Hello all,

We are facing a problem on the CTI, whenever an agent tries to login to his CTI Agent Desktop, the name of a differentt agent appears and the data is saved as if the wrong agent was the logged in agent.

This problem is occuring for just one agent.

Has someone encountered a similar issue?

Any help would be greatly appreciated.

Thank you in advance.

Lara Noueir

[ln33147]

We are working on a UCCE 9.0 system

[oabulaban]

can u try deleting the agent and recreating it?


Sent from Cisco Technical Support Android App

[ln33147]

We cannot delete the agent and recreate him because we are afraid to lose data needed to generate reports about his performance.

[david.macias]

It sounds to me that this agent is not using the right ID, can you post a picture of both agents in config manager?

david

[ln33147]

Hi David,

Mohamad Othman is appearing as Charbel Geagea, and you can find attached snapshots of both agents in the Configuration Manager.

[ln33147]

Sorry Mahmoud Othman

[oabulaban]

Did you generate the Agent ID youself or did ICM create it for you?

Also, do you log in using login name or Agent ID?

[ln33147]

The ICM creates the Agent ID and the agents log in using their login names

[oabulaban]

Just a thought.. can you try changing the agent ID of the agent who has the issue? let it start with 5 for instance or something... and then try logging in again...

the configuration looks normal, nothing strange about it... the only thing i see is that the agent IDs are similar (with the exception of last digit).. so, maybe, just maybe, there is a bug that causes them to overlap or something