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

Wed May 30 17:36:50 EDT 2012

unfortunately it depends.

Inside the ccm database, and inside ccm process for purposes of forwarding intercepts, having the line on a real device and a device profile makes it a shared line.  Even having the line on 3 logged out device profiles makes it a shared line.

However, that does not always generate a problem for CTI devices. The problem comes when applications make calls through the CTI interfaces to get a list of devices associated with a line OR asks multiple devices what lines they have and get back pointers to the same line. These primarily happen when two devices that have the shared line are registered. This is what causes CTI to return an array of devices.

Inside ccm any time two devices have the same line is a shared line.

For purposes of CTI it primarily becomes a problem when two devices that share a line ARE CONCURRENTLY REGISTERED.  Unfortunately unregistering one device after provider open does not solve the issue. There is insufficient change notification to jtapi and TSP to allow the application to recognize a change in the device list.  the provider must close and reopen devices and lines to see the 2nd device has been removed.

/wes

On May 30, 2012, at 2:59 PM, Ed Leatherman 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> 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 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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-- 
Ed Leatherman

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