[cisco-voip] Extension Mobility login causes Shared line outage on other phones.

[Ryan LaFountain (rlafount)]

Hi, 

Bill is correct that shared lines for ICD extensions are explicitly
documented as unsupported and you will get an error when logging into CAD
stating that the ICD extensions are shared.

What Scott is mentioning is an issue we're working on now where one of the
first four lines on the phone is shared. CCX automatically puts a CTI
observer on the first four lines of the phone that have a DN assigned.
This is to track call movements across lines like JAL and DTAL. But, if
one of those lines is shared with another device, we don't monitor it
because we do not want to pick up events for another device. The problem
comes when activity on that line is really interesting to UCCX, but we
don't receive it because we don't have an observer on that line.

UCCX monitors the first four lines, not the first four buttons, so if you
have a DN on line 1, 2, 5 and 6, all four will still be monitored.

The documentation states the above, i.e. That UCCX 'does not monitor
shared lines' but it doesn't say they are unsupported for personal
extensions or other extensions on the phone.

Behavior that we've observed due to this could be one of the following:

1. Agents being set into Not Ready when another EM user logs in (Scott's
case)

2. Agents logging out of EM while logged in an Ready in CAD will cause
them to remain Ready and call transfer attempts from UCCX to them will
fail. 

We are tracking this in CSCuf02375.

HTH. 

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




On 2/13/13 11:52 PM, "Bill Talley" <btalley at gmail.com> wrote:

>As I understood it from previous TAC and BU engagements, shared lines
>were not supported on agent phones. I'm really surprised the agents
>aren't getting an error when they log in to CAD that there's a shared
>on the device.   You might be able to get around it by moving the
>shared line down to line 5 or 6 on a phone, which are not monitored by
>CCX if I recall correctly.
>
>Sent from an Apple iOS device with very tiny touchscreen input keys.
>Please excude my typtos.
>
>On Feb 13, 2013, at 10:37 PM, Scott Voll <svoll.voip at gmail.com> wrote:
>
>> So we upgraded to CM 8.6.2 back in November.  we also upgraded UCCx to
>>8.5.1 at the same time.
>>
>> We have been having issues with our Agents going not ready for what
>>seemed to be a random reason (but only happening in the morning).
>>
>> TAC has helped use figure out how to reproduce it.
>>
>> our phones are configured with the primary line being unique to the
>>user and is their UCCx agent number.  But line two is a shared line (our
>>emergency Medical line).
>>
>> What we have figured out is that when a second / third / etc agent logs
>>into Extension Mobility it kicks the other agents into not ready.
>>
>> Is this a Bug with CM or is this working as designed?  The TAC engineer
>>could not reproduce it, but he had an older version of CM.
>>
>> TIA
>>
>> Scott
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