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

[Wes Sisk]

Bill,

It looks like that was supposed to be affected with
CSCth96226    CAD agents can't login when agent non-acd extensions on shared lines

It is unclear whether subsequent changes in UCCX OR CTI changes in CUCM 8.6 re-broke this situation.

Regards,
Wes

On May 30, 2012, at 4:44 PM, Bill Talley wrote:

As of about 8-10 months ago, I understood from the CCBU via TAC and our local Cisco SE that the documentation was incorrect and was going to be updated.   That is to say that shared lines were not supported for agent DNs, but were supported on an agent's phone.  Meaning any line but the IPCC extension on an agents phone COULD be a shared line. 

On Wed, May 30, 2012 at 9:51 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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