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Cisco Bug: CSCur12346 - Impact of Agent ID being the same as Extension in CUCM

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

10.0(1) 10.5(1) 8.5(1) 8.5(5) 9.0(3) 9.0(4)

Description (partial)

Symptom:
Admin guide for all UCCE versions states this:

Agent IDs can be up to nine digits long. The first digit in the ID must be 1 through 9. It cannot be 0. Also, this number cannot be the same as the extensions on the Unified CM cluster for this agent.

It should be corrected to this:

Agent IDs can be up to nine digits long. The first digit in the ID must be 1 through 9. It cannot be 0. if using Agent ID in the ICM Dial number plan beware of the impact of configuring AgentID to be the same as an Agent extension number on Unified CM. In this scenario, If the agent makes the call from the Agent Desktop, the call cannot be routed through an ICM script.

Conditions:
all versions
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