Incoming call name and extension is displayed incorrectly on a call center phone after downgrading Device Adapter from Release 10.1.x to Release 8.1.1.
Cause
Device Adapter Release 10.1.x supports Call Center Elite to provide support for call center operations on CS1K_IPCC phones. Device Adapter Release 8.1.1 supports only UC phones (CS1K_IP) and does not support Call Center Elite.
If an agent is logged in to the phone as a Call Center Elite agent and if you downgrade Device Adapter from Release 10.1.x to Release 8.1.1, the agent’s status remains as logged in on Communication Manager.
Call Center Elite too maintains the agent’s registration status till the registration subscription period expires. The registration status includes the agent’s login status. This is part of the high availability capability of Call Center Elite, which allows the agent station to remain available in an event of a temporary signaling failure or phone restart.
If you downgrade Device Adapter to Release 8.1.1 while an agent is still logged in, Device Adapter does not support any call center operations on the phone, including the SIP registration.
However, until the registration period expires and the re-registration attempt fails, Communication Manager and Call Center Elite continue to present calls to the phone as per the Call Center Elite call routing algorithms.
Because the display format of a UC phone and a CC phone is different, the incoming call name and extension is displayed incorrectly on such CC phones.
Solution
Before starting the process to downgrade Device Adapter from Release 10.1.x to Release 8.1.1, ensure that all agents are logged out of the CC phones as Call Center Elite agents.
ADDITIONAL INFORMATION:
Note:
This procedure is not required for the following phones:
Phones that are configured as UC phones (CS1K_IP).
CTI controlled phones that operate as UC phones and are used for media purposes only.
