Cisco Unified Intelligent Contact Management Enterprise

Document ID: 62140

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document describes one reason why changing the agent login name fails and provides a solution in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Cisco ICM

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 5.x and later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Problem

When attempting to insert an agent record with a name that already exists in the database, either on the same or a different peripheral, the following message appears in the Configuration Manager:

SQL server error, error 2627, state 2
severity: 14 violation of UNIQUE KEY Constraint 'xak2person'
cannot insert duplicate key & object 't_Person' DB - lib error
Severity 5
DB - Lib error: 10007
general SQL server error: check message from the SQL server

Even if the agent record with the similar login name is marked deleted, the same error message continues to appear. To avoid this error message, the agent record with the similar login name must be purged.

Solution

When the violation of UNIQUE KEY Constraint message appears, it means duplicates are not allowed.

In this case, the duplicate key is xak2person and the view is t_Person which represents the view of the person table of the ICM database. Running sp_helpindex t_Person in SQL Query Analyzer, as shown in Figure 1, reports information about the indexes on the table or view. The result for this SQL command follows:

index_name    index_description                                   index_keys
------------- --------------------------------------------------- -------------------
XAK2Person    nonclustered, unique, unique key located on PRIMARY LoginNameShadow
XIE1Person    nonclustered located on PRIMARY                     FirstName, LastName
XPKPerson     clustered, unique, primary key located on PRIMARY   PersonID

To fix this problem, change the Agent's login name value to a unique name and run the Agent Explorer in the Configuration Manager, as shown in Figure 2.

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