Amethyst - Username Update is not permanent

[Lefa]

Good Day.

Please note that I'm experiencing an issue whereby a when I update the users name on Amethyst Admin console the new username appears for a day and then reverts back to an incorrect name.

Steps taken:
>>Logged on to Amethyst admin console
>>Agents - Configure Virtual Extensions
>>Added the new username and removed the telephone extension from the old username and added it to the new username, lastly applied the settings.

Attached is the system status, please assist.

[Belinda Frick]

Overview:

With VoIPRecorder the call details is received from the VoIPRecorder software. It does not provide a user name. When the recording is sweeped it will check if any CTI Devices configured for the extensions. If so, it will use the user name. If no CTI Device configured for the extension it will lastly check if a virtual extension is configured and use that user name.

AMETHYST and VoIPRecorder, checks for user names in the following sequence:

1. Configure CTI Devices
2. Configure Virtual Extensions

Solution:

The Status reports shows that you have AMTClients installed on the agent PCs. This is used for popups. AMTClient will use the Windows login of the agent PC as the user name.

• If you are not using the AMTClient anymore, please unistall from the agent PC.
  
  To clear the CTI devices from AMETHYST, log into AMETHYST Webadmin, on the Home page click on the 'Configure CTI Devices' link. Delete the AMTClients not in use anymore. Click on APPLY.
  NOTE: If you delete a AMTClient still in use, it will auto update again with default settings to list under 'Configure CTI Devices'.
  
  
• If you are using AMTClient for popups, the Windows login used on the agent PC will be sent as user name for the recordings made even if you have the Virtual extension configured with a user name.