[cisco-voip] CTI architectural Change? 8.x

[Ryan LaFountain (rlafount)]

Hi Scott,

I filed the bug you reference, so am familiar with it. There were a couple of changes in the CUCM versions since 8.x.

The first is what you've described whereby you should now associate an EM profile to a CTI Provider Application User instead of the physical phone. This was added in 8.x. You have already stumbled upon the first use for recording users, but it was also intended to be more efficient when configuring large Contact Center deployments where there were many agents that could use multiple phones but only certain amounts on shift at a time, etc. The reasoning behind the improvement is the same in both cases.

Under the hood, CUCM actually associates the physical device to the Application User upon EM login, so the application (recording server, UCC) gets notified the same as if you associated the physical phone to the user in prior versions. This hoteling scenario is reversed upon EM logout.

Hope this helps.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com
Hours: M – F 9:00am – 5:00pm

From: Scott Voll <svoll.voip at gmail.com<mailto:svoll.voip at gmail.com>>
Date: Tuesday, November 20, 2012 1:28 PM
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] CTI architectural Change? 8.x

When I was at Cisco Live this year, unfortunately I didn't spend much time with UC stuff so I'm guessing I missed it.

Was there an architectural change in 8.x with CTI integration where cisco moved away from associated phone and moved to using EM profiles?

I stumbled across this with a Bug in CCx (CSCtx48427) where that was the work around.

We were greatly concerned about a problem we are having with recording users, were we only need about 200 users to have recording capability but they want to use any phone.  So we though we were going to have to associate over 1600 phones and were concerned about taxing the CM in the process.

All testing so far shows that just using the EM Profile works.  This would decrease the Load on our CM cluster and stream line the setup process significantly.

This this a Real change I can bank on moving forward?

TIA

Scott
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