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Where does the agent name in Chronicall come from in CUCM?

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:

  1. 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".
  2. Otherwise the agent name will be the "ASCII Alerting Name" of the device's primary directory number.
  3. Otherwise the agent name will be the "Alerting Name" of the device's primary directory number.
  4. Otherwise the agent name will be the "ASCII Display (Caller ID)" of the device's line appearance for the device's primary directory number.
  5. Otherwise the agent name will be the "Display (Caller ID)" of the device's line appearance for the device's primary directory number.
  6. Otherwise the agent name will be the device name (e.g. SEP1234567890).
  7. Otherwise the agent name will be "Unknown."
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