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


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.


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.


To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.




Support for Leading 0s in xtension


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: