[cisco-voip] Shared lines on UCCX 8.x

[Ed Leatherman]

I've got a few agents on extension mobility that needed the capability to
log in either at a 7970, 7962 or 7960 phone - in the past I needed to
create separate profiles for each phone model due to the different # of
buttons and the older 7960. Each profile had the same agent extension, even
though they were only active one at a time- do you think this will count as
a "shared line" when it's checked? Still running uccx7 here but upgrading
to 8.5 when I can.



On Wed, May 30, 2012 at 10:51 AM, Wes Sisk <wsisk at cisco.com> wrote:

> And supporting documentation:
>
> http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf
> Page 10:
> General Unsupported Features
> • Third party agents cannot perform call control operations from CAD
> (answer, transfer, conference, place call).
> • SIP and analog phones are not supported as agent devices. Only SCCP
> phones are supported as agent devices.
> *• Shared line and monitored DN are not supported on agent phones.*
>
> Regards,
> Wes
>
> On May 30, 2012, at 10:43 AM, Wes Sisk wrote:
>
> Agreed with Matthew on this one. The difference, as I understand it, in
> UCCX 8.x is that shared line check is performed earlier and more
> consistently in the agent login process.
>
> UCCX does not support shared lines. They produce event sequences which
> UCCX cannot handle. We've seen this from several customers now. It appears
> some configurations were able to use shared lines. Typically those would
> experience "unexpected behaviors" so it is better to block the
> configuration earlier and avoid the poor experience for the user and
> administrator on the backend.
>
> Regards,
> wes
>
> On May 30, 2012, at 10:35 AM, Matthew Loraditch wrote:
>
> It is not and has never been supported. Now there is an actual block to
> prevent it.****
> Your usage probably violates the licensing agreements as well****
> ** **
> ** **
> Matthew G. Loraditch – CCNP-Voice, CCNA, CCDA
>
> 1965 Greenspring Drive
> Timonium, MD 21093
>
> voice. 410.252.8830
> fax.  410.252.9284
>
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> ** **
> ** **
> *From:* cisco-voip-bounces at puck.nether.net [mailto:
> cisco-voip-bounces at puck.nether.net] *On Behalf Of *Louis Koekemoer (ZA)
> *Sent:* Wednesday, May 30, 2012 10:30 AM
> *To:* cisco-voip at puck.nether.net
> *Subject:* [cisco-voip] Shared lines on UCCX 8.x****
> ** **
>
> ** **
> I have a client with numerous small sites all over. The run a UCCX
> 8.0.2.10000-41 cluster. They used to have a windows version and we did a
> setup for them for 60 sites as follows:****
> ** **
> -          6 users per site****
> -          Each user has the Pilot number for the site configured as the 2
> nd line****
> -          1 user will be an IPCC extension, but this is the same DN as
> the 2nd line of all the other phones****
> -          They use Phone Agent on this one phone to log into the phone
> agent.****
> ** **
> So now when we used to call in, the call will be queued and presented to
> the agent and ringing on all the phones on site’s 2nd line and any of the
> 5 users could answer the call.****
> ** **
> Now since we upgraded to 8.0.2.10000-41, we getting the following message.
> “An extension on the agent phone is shared with one or more other devices.
> This configuration is not supported.”****
> ** **
> My suspicion is that cisco did this for a reason. Previously we could get
> away with 60 agent licenses and now we will require 300.****
> ** **
> Does anyone know how we can enable shared lines on UCCX?****
> ** **
> ** **
> Regards****
> ** **
> *Louis Koekemoer*
>
>
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-- 
Ed Leatherman
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