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If this is raised you need to do a proper investigation so as to find the root cause of this.

\uD83D\uDCD8 More about the issue

Tip

Possible investigations

  • Check if the assigned roles are correct

  • Access the user account to verify and see whether you get the same error

  • Check of the user’s profile is created

  • Check if the main role is synced in ERP and also if all the required access to modules is granted.

  • Check if the call operator/supervisor is in the agent group configured to make certain calls

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This contains special characters and this can lead to the inability of syncing in ERP hence making the user not able to do some activities.

\uD83D\uDCD8 How to solve the issue

  1. Need to rename, or delete the account from AD/UMP

  2. Create a new account with no special characters

  3. Add all required accesses and log in with the new account

  4. Try accessing again incoming calls in ERP to see if the error persists.

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Conclusion: You can see that the error is no longer appearing. If you encounter an issue like this even when performing other actions and the user’s email has special characters. You will need to follow the above procedures and make a change to the account so as to be able to proceed.