Core Issue
The agent is using a Cisco IP Softphone as the agent device. This must be indicated in the Computer Telephony Integration (CTI) port device name.
Resolution
On the Cisco CallManager Administration web page for the Softphone CTI port, configure the CTI port device name to be "SEP", followed by the MAC address of the Softphone PC. Letters in the MAC address must be capitalized.
For additional information, refer to Troubleshooting Cisco Customer Response Applications.
