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

Wed May 30 17:31:00 EDT 2012

Technically speaking CTI interfaces do support CTI control of shared lines.

The CTI application, UCCX in the case of UCCX or your 3rd party app in your example, must be coded to handle the additional state transitions and event notifications that can occur with shared lines.

UCCX has elected to not support shared lines.  Each CTI app must decide and implement for themselves.

Regards,
Wes

On May 30, 2012, at 11:10 AM, Lelio Fulgenzi wrote:

We have a third party vendor that monitors our phones for emergency call notification and as well to evaluate barge/non-barge audio pages. They do so using CTI super provider features.

Does this break that rule?

---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (ANNU)
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Cooking with unix is easy. You just sed it and forget it. 
                              - LFJ (with apologies to Mr. Popeil)

From: "Wes Sisk" <wsisk at cisco.com>
To: "Louis Koekemoer (ZA)" <louis.koekemoer at dimensiondata.com>
Cc: "cisco-voip at puck.nether.net (cisco-voip at puck.nether.net)" <cisco-voip at puck.nether.net>
Sent: Wednesday, May 30, 2012 10:51:00 AM
Subject: Re: [cisco-voip] Shared lines on UCCX 8.x

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 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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