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How do I find what extension is associalted with a user ID in the UCB (6.1).

A user is trying to log into desktop and gets an error message thet the extension she is trying to assign to Desktop is already in use by userID-121. The extension numbers on site are all 48XX.

Where in Administrator or Application Manager do I find which user is actually #121??

D

Apps manager, client machines, will show what machines are logged in. Not sure if this will help, though.

I found that, no help though.



D

Hi

The client machines will show which users are logged in on applications. If all your agents are logging in using the desktop application then you could use this to log them all off and that would, in theory log off the existing 121. However if your agents are logging in under a MSF/TMF key then it won't help.

I find that there is are a few bugs in the UCB/Zeacom administrator allowing administrators to change an agent ID or mailbox ID from it's default, which in turn provides that user with a different ID. However the DB underneath still references the original ID and won't let you assign it to another user. You can never really tell though where this 'renamed' ID is without resorting to negotiating your way around the ctree db itself.

How many agents do you actually have? I suspect one of them was once 121 and has since been renumbered. Therefore the DB has 'locked' 121 until you delete the original user of the id 121 and create them fresh. Which, if you don't know the culprit means deleting all of them (or one at a time and retrying each time to recreate 121) until you get a bingo.

This reply doesn't solve your problem but should give you enough knowledge to pursue a troubleshooting path which will?

cheers

I recall there being a screen somewhere, either In AM or Admin that showed the user name, extension number and the user ID...

All the extensions on site are 4801-4889, there never was an extension 121, so this must be some sort of reference number in the Zeacom???

D

OK, let me try to explain.

Monday, create a phonebook entry for John Smith with extension 4801 with mailbox and agent profiles.

Tuesday I go to Johns phonebook entry and change his default extension to 4810. Zeacom will also let me go and rename his agent ID and mailbox ID to 4810. This makes it looks like it's all been changed.

Wedensday I try to create Adam Page with extension 4801, with default agent and mailbox ID. It can't create Adam's agent or mailbox ID to match his extension of 4801 because it's already used at the back end db as 4810.

It will revert to very low numbers as default.Namely 101 upwards.

A pain because from now on their mailbox number doesn't match extension. Agent ID's as far as I am concerned should be seperate from extension numbers anyway.

But back to the point. Its all a mess. That's why I tell office managers that although it will LET them renumber mailbox and agent ID's, DONT. Delete phonebook entries with agent and mailbox stuff to clear out the DB and start again. Otherwise you end up with a big mess.

The agents panel within Contact Centre will show you all the agent IDs next to their names.

Thank You!!!

D