Question for the community. We recently upgraded from 2019 R1 Patch 14 to 2020 R2 Patch 7. After the upgrade we ran into a new issue that we didn't uncover in testing prior to the upgrade nor did we have this issue on the 2019 R1 platform.
The situation is this. With working from home some of our agents/supervisors use two workstations. On one workstation they run SIP Soft Phone and answer/place calls. On the second workstation they run ICBM.
The issue is, if the agent opens up Interaction Desktop first and run SIP Soft Phone then launches ICBM on the second workstation, ICBM cannot acquire many of the licenses they need (Agent/Workgroup Views, Int. Reporter, etc).
We can recreate this on-demand by running Int. Desktop and ICBM on different workstations (running 2020 R2 P7). Int. Desktop needs to be launched first to create the problem and it does require testing from two workstations.
Has anyone else encountered this? Support says there is an SCR for it but we cannot locate the SCR and we don't have a timeline for a fix. The workaround is to launch ICBM first and then Int. Desktop/SIP Soft Phone second.
Curious if anyone else has ran into this or can test for it. No idea when it may have been introduced by must be sometime between 2019R1 and 2020R2.
Thanks in advance,