Agent Alias missing

[andreas.eichhorn]

Hello,

on a CCX 12.0.1 (HA Cluster) our customer is using webchat and would like to show real names on webchat instead of the usernames. I configured these names in the "agent alias" field but from time to time (after 1 or more days) the agent alias field is blank again and the system is using the username again. Is there someone with the same problem? Why is the system deleting the "agent alias" field?

Thank you

[david.macias]

Check that your cluster replication is correct first after that I would open a TAC case as that should not be happening.

david

[andreas.eichhorn]

Thank you for your replay but the DB replication is working fine.

[Erick Bergquist]

Did you figure this out?

Seeing same thing on 11.6.2 latest ES. 

[Erick Bergquist]

UCCX Mobile skill manager tool clears out the agent alias field if you are using MSM. 

[Anthony Holloway]

You should open a defect on it, if not already done.    Thanks for the heads up!

[Erick Bergquist]

The defect documenting this is CSCvv82662. 

Cisco suggests using the ASC Gadget in UCCX 12.0 and higher instead and it sounds like MSM is going away at some point from my Cisco case. 

[Anthony Holloway]

Your research and findings are very useful! Thank you!