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

Wed May 30 15:31:35 EDT 2012

But, you shouldn't have to create different profiles anymore, you can do a 7970 profile, and  then it will transfer to the other models.

See Default Device Profiles:

Use the default device profile for whenever a user logs on to a phone model for which no user device profile exists. To create a default device profile for each phone model that supports Cisco Extension Mobility, use the Default Device Profile Configuration window. The maximum number of default device profiles cannot exceed the number of phone models that support Cisco Extension Mobility.

For example, a user logs on to a Cisco Unified IP Phone 7960, for which there is a user device profile. The user device profile for the user gets downloaded to the phone to which the user logged on. Later, the same user logs on to a Cisco Unified IP Phone 7940, for which he does not have a user device profile. In this case, the default device profile for the 7940 gets downloaded to the phone.

A default device profile comprises the set of attributes (services and/or features) that are associated with a particular device. The default device profile contains attributes such as device type, user locale, phone button template, expansion modules, softkey template, Join Across Lines and Single Button Barge feature settings, multilevel precedence and preemption (MLPP) information, and IP phone services.

-Nate

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ted Nugent
Sent: Wednesday, May 30, 2012 1:07 PM
To: Ed Leatherman
Cc: Louis Koekemoer (ZA); cisco-voip at puck.nether.net (cisco-voip at puck.nether.net)
Subject: Re: [cisco-voip] Shared lines on UCCX 8.x

No you're fine that is supported and acceptable, its only extension that are active at the same time, I have clients doing that now on UCCX 8.5.

On Wed, May 30, 2012 at 2:59 PM, Ed Leatherman <ealeatherman at gmail.com<mailto:ealeatherman at gmail.com>> wrote:
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<mailto: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<tel:410.252.8830>
fax.  410.252.9284<tel:410.252.9284>

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From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto: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<mailto: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 2nd 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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