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Problem with 6-digit station extensions

ICM 5.0 SR11

We are currently having an issue where agents on a new s8700 system are not showing up in ICM. Currently the CMS and ASAI links are both up and running to the PGs.

When an agent logs in with a 6-digit agent login into a 6-digit station extension we are unable to see that agent logged in to ICM.

When we log that same 6-digit agent login ID into a 5-digit station extension, the agent shows up in ICM as normal.

I apologize if I left out any necessary information. Any help would be appreciated.

Sean

1 ACCEPTED SOLUTION

Accepted Solutions
Blue

Re: Problem with 6-digit station extensions

On your PG what is the AgentExtensionLength set to in the Registry?

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\HOLL\PG1A\PG\CurrentVersion\PIMS\pim1\EAGENTData\Config\AgentExtensionLength

The default is 4, change it to 6 and restart the PG.

please rate helpful posts.

adignan - berbee

4 REPLIES
Blue

Re: Problem with 6-digit station extensions

On your PG what is the AgentExtensionLength set to in the Registry?

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\HOLL\PG1A\PG\CurrentVersion\PIMS\pim1\EAGENTData\Config\AgentExtensionLength

The default is 4, change it to 6 and restart the PG.

please rate helpful posts.

adignan - berbee

New Member

Re: Problem with 6-digit station extensions

Thank you for the input. I'm currently running under the reg key ATTData (instead of EAGENTData) which does not have an AgentExtensionLength DWORD in the Config key. Is this a hidden value I can add in, or is this not valid on my configuration?

Blue

Re: Problem with 6-digit station extensions

ah, ok. Have you seen this link:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_tech_note09186a0080507b31.shtml

It looks like in earlier versions of ICM only 5 digit extensions were supported. For kicks, you may want to enable 7 digit extensions and see if that solves your problem.

HTH

adignan - berbee

New Member

Re: Problem with 6-digit station extensions

Thank you very much. Enabling seven-digit extensions key did the trick for me. I knew that issue existed, just didn't relize that it also applied to 6-digit extensions. Again, thank you for the help. It did not allow me to select that it was resolved by that post.

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