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

Wed May 30 17:45:30 EDT 2012

Exactly, and that is:

CSCts97096    CTI info not updated, if EM phone is unplugged without proper logout

When the CTI application does provideropen and deviceopen it gets a list of devices with the shared line.  In certain situations when one of the devices with the shared line unregisters the CTI application is not notified via JTAPI or TSP about the change in registered devices with the line.

Without this change notification the CTI application can only discover the new information by provider close/open (application restart) or changing the provider (unassociate/reassociate the affected devices from the CTI User). Generally if EMLogout is initiated from the device then proper notification is sent via CTI to JTAPI and TSP. If the device simply unregisters then proper notification is NOT sent.

This required a change in ccm, cti, and JTAPI/TSP. Even after this it remains up to the CTI application whether they will support shared lines or not.  To most CTI applications "shared lines" mean a line with the same DN and partition configured on two or more actively registered devices.

Regards,
Wes

On May 30, 2012, at 3:14 PM, Van Benschoten, Brian wrote:

Not sure about that.  I just ran Into a case where customer had agent with EM profile and a CIPC defined.  UCCX 8.5 was very unhappy with that even though the CIPC was not active

-----Original message-----
From: Ted Nugent <tednugent73 at gmail.com>
To: Ed Leatherman <ealeatherman at gmail.com>
Cc: "Louis Koekemoer (ZA)" <louis.koekemoer at dimensiondata.com>, "cisco-voip at puck.nether.net (cisco-voip at puck.nether.net)" <cisco-voip at puck.nether.net>
Sent: Wed, May 30, 2012 19:06:52 GMT+00:00
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> 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)
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