Unable to acquire Invoker DN for third party join/leave control...

Expand / Collapse
 

Unable to acquire Invoker DN for third party join/leave control error using ICC


Article ID: 51067 - Last Review: January 8, 2013

PROBLEM

You receive an error when joining or leaving an Agent Group.



SYMPTOMS

When attempting to join or leave an Agent Group using Interactive Contact Center (right-click=>Agent Control=>Join/Leave agent group), it will fail with the following error:

Unable to acquire Invoker DN for third party join/leave control.

The PFShell (version 5.7) or ContactCenterClient (version 5.8 or newer) log will contain errors similar to the following:

eInfo 11/23/2010 3:25:46 PM IsRequestPendingForDevice, pKey:27bfe618-59eb-4c88-b85b-59a3187d415d, retVal False
eInfo 11/23/2010 3:25:46 PM IsRequestPendingForDevice, pKey:27bfe618-59eb-4c88-b85b-59a3187d415d, retVal False

This occurs when the Agent has a security role applied which restricts access to certain device lists.  If you have a security role which is configured for "May view real-time information on the devices contained in this list only" and the Agent and Extension are in this device list, it will still fail.



CAUSE

We are moving towards an Employee-based security filtering model.  The employee must have permission to control the Agent Group Presence.



WORKAROUND

If a Softphone license is present, you can join/leave Agent Groups from the Softphone toolbar.



RESOLUTION

Ensure that the Invoker has an Agent or Extension associated with the correct COS options.

You must add the Employee to the device list.

  1. Launch the CCMWeb
  2. Select YourSite=>Security=>Security lists=>Device lists
  3. Select the Device list and click the Members tab
  4. Filter by Employee group and select the applicable Employee group
    NOTE: If you do not have an Employee group you will need to first create one under YourSite=>Configuration=>Employee Group
  5. Click Save
NOTE: For more information on AGP and ICC setup, please see our How To article.



APPLIES TO

CCM version 5.7 and newer

Keywords: agp join leave agent group error security role device list



Rate this Article:
     

Add Your Comments


Name: *
Email Address:
Web Address:
Verification Code:
*
 

Details
Last Modified:Tuesday, January 08, 2013
Last Modified By: amontpetit
Type: ERRMSG
Rated 1 star based on 1 vote
Article has been viewed 4,232 times.
Options