<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Bill,<div><br></div><div>It looks like that was supposed to be affected with</div><div>CSCth96226 CAD agents can't login when agent non-acd extensions on shared lines</div><div><br></div><div>It is unclear whether subsequent changes in UCCX OR CTI changes in CUCM 8.6 re-broke this situation.</div><div><br></div><div>Regards,</div><div>Wes</div><div><br><div><div>On May 30, 2012, at 4:44 PM, Bill Talley wrote:</div><br class="Apple-interchange-newline">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. <br>
<br><div class="gmail_quote">On Wed, May 30, 2012 at 9:51 AM, Wes Sisk <span dir="ltr"><<a href="mailto:wsisk@cisco.com" target="_blank">wsisk@cisco.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word">And supporting documentation:<div><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf" target="_blank">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf</a></div>
<div>Page 10:</div><div>General Unsupported Features<br>•<span style="white-space:pre-wrap"> </span>Third party agents cannot perform call control operations from CAD (answer, transfer, conference, place call).<br>•<span style="white-space:pre-wrap"> </span>SIP and analog phones are not supported as agent devices. Only SCCP phones are supported as agent devices.<br>
<b>•<span style="white-space:pre-wrap"> </span>Shared line and monitored DN are not supported on agent phones.</b></div><div><br></div><div>Regards,</div><div>Wes</div><div><div class="h5"><div><br><div><div>On May 30, 2012, at 10:43 AM, Wes Sisk wrote:</div>
<br><div style="word-wrap:break-word">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.<div><br>
</div><div>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.</div>
<div><br></div><div>Regards,</div><div>wes</div><div><div><br><div><div>On May 30, 2012, at 10:35 AM, Matthew Loraditch wrote:</div><br><div link="blue" vlink="purple" lang="EN-US"><div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="color:rgb(31,73,125)">It is not and has never been supported. Now there is an actual block to prevent it.<u></u><u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="color:rgb(31,73,125)">Your usage probably violates the licensing agreements as well<u></u><u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="color:rgb(31,73,125)"><u></u> <u></u></span></div><div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:10pt;font-family:Arial,sans-serif;color:rgb(31,73,125)"><u></u> <u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span style="color:rgb(31,73,125)">Matthew G. Loraditch – CCNP-Voice, CCNA, CCDA<br></span><span style="font-size:9pt;font-family:Arial,sans-serif;color:rgb(31,73,125)"><br>
1965 Greenspring Drive</span><span style="color:rgb(31,73,125)"><br></span><span style="font-size:9pt;font-family:Arial,sans-serif;color:rgb(31,73,125)">Timonium, MD 21093</span><span style="color:rgb(31,73,125)"><br></span><span style="font-size:9pt;font-family:Arial,sans-serif;color:rgb(31,73,125)"><br>
voice. <a href="tel:410.252.8830" value="+14102528830" target="_blank">410.252.8830</a><br>fax. <a href="tel:410.252.9284" value="+14102529284" target="_blank">410.252.9284</a> <span> </span><br><br><a href="http://twitter.com/heliontech" style="color:blue;text-decoration:underline" target="_blank">Twitter</a> | <span> </span><a href="http://www.facebook.com/#%21/pages/Helion/252157915296" style="color:blue;text-decoration:underline" target="_blank">Facebook</a> |<span> </span><a href="http://www.heliontechnologies.com/" style="color:blue;text-decoration:underline" target="_blank">Website</a> | <span> </span><a href="mailto:support@heliontechnologies.com?subject=Technical%20Support%20Request" style="color:blue;text-decoration:underline" target="_blank">Email Support</a></span><span style="font-family:Arial,sans-serif;color:rgb(31,73,125)"><u></u><u></u></span></div><p class="MsoNormal" style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:12pt;font-size:11pt;font-family:Calibri,sans-serif"><span style="color:rgb(31,73,125)"><u></u> <u></u></span></p></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="color:rgb(31,73,125)"><u></u> <u></u></span></div><div><div style="border-right-style:none;border-bottom-style:none;border-left-style:none;border-width:initial;border-color:initial;border-top-style:solid;border-top-color:rgb(181,196,223);border-top-width:1pt;padding-top:3pt;padding-right:0in;padding-bottom:0in;padding-left:0in">
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><b><span style="font-size:10pt;font-family:Tahoma,sans-serif">From:</span></b><span style="font-size:10pt;font-family:Tahoma,sans-serif"><span> </span><a href="mailto:cisco-voip-bounces@puck.nether.net" style="color:blue;text-decoration:underline" target="_blank">cisco-voip-bounces@puck.nether.net</a><span> </span>[mailto:<a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>]<span> </span><b>On Behalf Of<span> </span></b>Louis Koekemoer (ZA)<br>
<b>Sent:</b><span> </span>Wednesday, May 30, 2012 10:30 AM<br><b>To:</b><span> </span><a href="mailto:cisco-voip@puck.nether.net" style="color:blue;text-decoration:underline" target="_blank">cisco-voip@puck.nether.net</a><br>
<b>Subject:</b><span> </span>[cisco-voip] Shared lines on UCCX 8.x<u></u><u></u></span></div></div></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<u></u> <u></u></div><p class="MsoNormal" style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:12pt;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:12pt;font-family:'Times New Roman',serif" lang="EN-ZA"><u></u> <u></u></span></p>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA">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:<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0.75in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA"><span>-<span style="font:normal normal normal 7pt/normal 'Times New Roman'"> <span> </span></span></span></span><span lang="EN-ZA">6 users per site<u></u><u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0.75in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA"><span>-<span style="font:normal normal normal 7pt/normal 'Times New Roman'"> <span> </span></span></span></span><span lang="EN-ZA">Each user has the Pilot number for the site configured as the 2<sup>nd</sup><span> </span>line<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0.75in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><span>-<span style="font:normal normal normal 7pt/normal 'Times New Roman'"> <span> </span></span></span></span><span lang="EN-ZA">1 user will be an IPCC extension, but this is the same DN as the 2<sup>nd</sup><span> </span>line of all the other phones<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0.75in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><span>-<span style="font:normal normal normal 7pt/normal 'Times New Roman'"> <span> </span></span></span></span><span lang="EN-ZA">They use Phone Agent on this one phone to log into the phone agent.<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA">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 2<sup>nd</sup><span> </span>line and any of the 5 users could answer the call.<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA">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.”<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA">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.<u></u><u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA">Does anyone know how we can enable shared lines on UCCX?<u></u><u></u></span></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="font-size:10pt;font-family:Arial,sans-serif" lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span style="font-size:10pt;font-family:Arial,sans-serif" lang="EN-ZA">Regards</span><span lang="EN-ZA"><u></u><u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif">
<span lang="EN-ZA"><u></u> <u></u></span></div><div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><b><span style="font-size:10pt;font-family:Arial-BoldMT" lang="EN-ZA">Louis Koekemoer<u></u><u></u></span></b></div>
<div style="margin-top:0in;margin-right:0in;margin-left:0in;margin-bottom:0.0001pt;font-size:11pt;font-family:Calibri,sans-serif"><span style="font-size:12pt;font-family:'Times New Roman',serif" lang="EN-ZA"><br><br>
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