There are a lot of differing ways people configure agent names within Cisco Unified Communications Manager (CUCM). Every phone on the system becomes a unique agent within Chronicall with one exception. If an end-user is configured to have multiple phones, all of those phones will link to a single agent within Chronicall. Chronicall uses the first non-empty value from this prioritized list to determine the agent name that displays in Chronicall:
- If there is an end user associated to the device, the agent name will be end user's "First name" + SPACE + end user's "Last name".
- Otherwise the agent name will be the "ASCII Alerting Name" of the device's primary directory number.
- Otherwise the agent name will be the "Alerting Name" of the device's primary directory number.
- Otherwise the agent name will be the "ASCII Display (Caller ID)" of the device's line appearance for the device's primary directory number.
- Otherwise the agent name will be the "Display (Caller ID)" of the device's line appearance for the device's primary directory number.
- Otherwise the agent name will be the device name (e.g. SEP1234567890).
- Otherwise the agent name will be "Unknown."