Hot Desking agents cannot logon through Softphone when extensions...

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Hot Desking agents cannot logon through Softphone when extensions reside on alternate PBX


Article ID: 50913 - Last Review: February 11, 2014

PROBLEM

Hot Desking agents cannot logon through Softphone/PhoneSet Manager when extensions reside on an alternate controller.



SYMPTOMS

The following scenario will reproduce the issue:

  • Base Extensions and Hot Desking Agent are programmed on separate PBX's
  • The Extension and Agent are associated to the Employee in YourSite Explorer/CCMWeb
  • Once the PhoneSet Manager is running and an Agent login is attempted, there will be no Agent to choose in the list


CAUSE

A switch in the configuration file needs to be turned on so the client knows that the extension and agent are on different PBX's.



RESOLUTION

There are two possible solutions for this issue.  If all your agents and extensions are on different controllers (and thus this setting applies to all users) and you are running version 7.0 or newer of the MiCC software, then use the GlobalAppsSettingsEditor to apply the change globally from the Enterprise Server.  If only some agents need this configuration, or you are running version 6.0 of the MiCC software you will need to apply the change to a configuration file on each of the affected user's client computers.

APPLYING THE SETTING GLOBALLY (7.0 only)

1. Go to [InstallDir]\CCM\Services\ConfigService\ and launch the GlobalAppSettingsEditor.
2. Fill in the following:

NOTE: What you input into the Description field is optional, but you must put something in.
3. Click Save.  It may take 30 to 60 seconds to complete the save.  Wait for a confirmation prompt.
4. Open YourSite Explorer.
5. Go to Tools at the top, and click Reset Clients.


ONLY SOME COMPUTERS

1. From the client PC, edit the following file with Notepad:

  • [InstallDir]\CCM\Applications\ContactCenterClient\PrairieFyreClientShell.exe.config  (CCM version 5.7 and earlier)
  • [InstallDir]\CCM\Applications\ContactCenterClient\ContactCenterClient.exe.config  (CCM version 5.8 and newer)

2. Change the isExtAgtOnDiffPBX value to True:
    <add key="isExtAgtOnDiffPBX" value="True"/>

NOTE: This change will need to made on each Contact Center Client using softphone with extensions and agents on different controllers.

2. Change the value to : This change will need to made on each Contact Center Client using softphone with extensions and agents on different controllers.

3. Restart the Contact Center Client



APPLIES TO

CCM version 5.6 and newer

Keywords: softphone extension agent different controllers





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Details
Last Modified:Tuesday, February 11, 2014
Last Modified By: andrew_montpetit
Type: INFO
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