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Cisco Unified Intelligent Contact Management Enterprise

Field Notice: ICM CTI Support for Leading Zeros in Agent Extension


December 31, 2002



Products Affected

  • Cisco Intelligent Contact Manager (ICM) Version 4.5.0

  • ICM Version 4.5.1

  • ICM Version 4.6.0

  • ICM Version 4.6.1

  • ICM Version 4.6.2

Problem Description

Failure scenarios occur when a CTI Open Session Request and ACD login request are made to a peripheral type that does not support leading zeros. In this scenario the agent extension does not equal the ACD teleset extension.

For example:

ACD teleset login of Agent ID 48016, Extension 2

CTI application performs an Open Session Request with leading zeros in the agent extension field. Agent ID 48016, Extension 0002

Background

The CTI Server underwent a feature enhancement beginning in version 4.5 in order to support leading zeros in an agent extension field.

Problem Symptoms

CTI Open Session request fails in CTI Server.

Workaround/Solution

A client application must not pad leading zeros in the agent extension field when the ACD type does not support leading zeros for the extension.

DDTS

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DDTS

Description

CSCma22695

Support for Leading 0s in xtension

CSCma18011

CTI Unable to Login Agts using Agt IDs that Use a Leading Zero

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods: