PROBLEM

Users are using Forced Classification to ensure the Agent compliance when answering ACD calls.  After an upgrade to 6.0.1.1 the Account Code button is disabled. 

SYMPTOMS

Users are using Forced Classification to ensure the Agent compliance when answering ACD calls. Before they upgraded to 6.0 SP1, it was working perfectly. In 6.0 SP1 , after an ACD call, the Account Code button is disabled, preventing the agent from submitting a code, leading with all ACD calls pegged with a Non Compliant code.

CAUSE

An issue was found in the code where security policies would deny access to the Account Code button based on Queue Group devices being absent in the ICC device list. 

WORKAROUND

You can work around this issue in one of two ways:

• You can not use a security policy that limits access to ICC.
• You can add the appropriate Queue/Extension/Employee/Agent/Account Code Groups to the allowed device list for the user. 

RESOLUTION

APPLIES TO

6.0.1.1