Desktop: Agent whose ID matches username of new agent cannot change state or perform call control

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Desktop: Agent whose ID matches username of new agent cannot change state or perform call control

Problem Summary

An administrator creates a new agent. The username of the newly created agent matches the ID of an existing agent who is signed in to the Finesse desktop. The Finesse desktop refuses all requests from the existing agent to change agent state or perform call control functions.

For example, an agent exists with the following credentials:

  • Agent: John Smith
  • Username: jsmith
  • Agent ID: 2008

The administrator creates a new agent with the following credentials:

  • Agent: Jane Doe
  • Username: 2008
  • Agent ID: 2009
Error Message
  • Cannot perform operation. Error Code: HTTP-401.
  • Operation Error - The operation timed out or failed. Please try again or contact the administrator.
  • Operation Error - Your attempt to sign out failed. The system may continue to route calls to your device. Please contact the administrator.
Possible Cause

The newly created agent has essentially locked out the existing agent. In the previous example, after the administrator creates the agent Jane Doe, the agent John Smith can no longer perform operations on the Finesse desktop.

Recommended Action Delete the new agent or change the username for the new agent. Make sure that no agent has a username that matches the agent ID of another agent.
Release Release 10.0(1), Release 10.5(1)
Associated CDETS # None


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