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New Member

Problem on the CTI

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

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9 REPLIES
New Member

Problem on the CTI

We are working on a UCCE 9.0 system

New Member

Re:Problem on the CTI

can u try deleting the agent and recreating it?


Sent from Cisco Technical Support Android App

New Member

Re:Problem on the CTI

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

Problem on the CTI

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

New Member

Re: Problem on the CTI

Hi David,

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

New Member

Re: Problem on the CTI

Sorry Mahmoud Othman

New Member

Re: Problem on the CTI

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?

New Member

Re: Problem on the CTI

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

New Member

Re: Problem on the CTI

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

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