We have recently upgrade UCCX, CUCM, IM&P, & Unity to version 12.5. We are looking at the desktop chat function so agents can utilize the Jabber IM function within Finesse. We just got working the ability to sign into the desktop agent and be able to send/receive IM messages. However, all names are coming up as their useraccount name (which is not tied to their given name in any capacity). We have configured the third party LDAP settings in IM&P servers but still search is only showing the user account names and not display/given names.
Please try configuring the Agent alias for the resources in CCX
Agent Alias- Within the RmCm -> Resources section of the Cisco Unified CCX Administration, administrators can configure an agent alias for each agent. This alias is used instead of the agent ID when an agent chats with a customer. This option is only available when Finesse is used by the chat agent.
Hope this Helps
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