<html><head><base href="x-msg://149/"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">Technically speaking CTI interfaces do support CTI control of shared lines.<div><br></div><div>The CTI application, UCCX in the case of UCCX or your 3rd party app in your example, must be coded to handle the additional state transitions and event notifications that can occur with shared lines.</div><div><br></div><div>UCCX has elected to not support shared lines. Each CTI app must decide and implement for themselves.</div><div><br></div><div>Regards,</div><div>Wes</div><div><br><div><div>On May 30, 2012, at 11:10 AM, Lelio Fulgenzi wrote:</div><br class="Apple-interchange-newline"><span class="Apple-style-span" style="border-collapse: separate; font-family: Helvetica; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div><div style="font-family: Verdana; font-size: 10pt; color: rgb(0, 0, 0); "><br>We have a third party vendor that monitors our phones for emergency call notification and as well to evaluate barge/non-barge audio pages. They do so using CTI super provider features.<br><br>Does this break that rule?<br><span><br><span name="x"></span>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (ANNU)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>Cooking with unix is easy. You just sed it and forget it.<span class="Apple-converted-space"> </span><br> - LFJ (with apologies to Mr. Popeil)<br><span name="x"></span><br></span><br><hr id="zwchr"><b>From:<span class="Apple-converted-space"> </span></b>"Wes Sisk" <<a href="mailto:wsisk@cisco.com">wsisk@cisco.com</a>><br><b>To:<span class="Apple-converted-space"> </span></b>"Louis Koekemoer (ZA)" <<a href="mailto:louis.koekemoer@dimensiondata.com">louis.koekemoer@dimensiondata.com</a>><br><b>Cc:<span class="Apple-converted-space"> </span></b>"<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><span class="Apple-converted-space"> </span>(<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>)" <<a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a>><br><b>Sent:<span class="Apple-converted-space"> </span></b>Wednesday, May 30, 2012 10:51:00 AM<br><b>Subject:<span class="Apple-converted-space"> </span></b>Re: [cisco-voip] Shared lines on UCCX 8.x<br><br>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 class="Apple-tab-span" style="white-space: pre; "> </span>Third party agents cannot perform call control operations from CAD (answer, transfer, conference, place call).<br>•<span class="Apple-tab-span" style="white-space: pre; "> </span>SIP and analog phones are not supported as agent devices. Only SCCP phones are supported as agent devices.<br><b>•<span class="Apple-tab-span" style="white-space: pre; "> </span>Shared line and monitored DN are not supported on agent phones.</b></div><div><br></div><div>Regards,</div><div>Wes</div><div><br><div><div>On May 30, 2012, at 10:43 AM, Wes Sisk wrote:</div><br class="Apple-interchange-newline"><div style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">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 class="Apple-interchange-newline"><div lang="EN-US"><div class="WordSection1" style="page: WordSection1; "><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.</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</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); "> </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); "> </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. 410.252.8830<br>fax. 410.252.9284 <span class="Apple-converted-space"> </span><br><br><a href="http://twitter.com/heliontech" target="_blank" style="color: blue; text-decoration: underline; ">Twitter</a> | <span class="Apple-converted-space"> </span><a href="http://www.facebook.com/#%21/pages/Helion/252157915296" target="_blank" style="color: blue; text-decoration: underline; ">Facebook</a> |<span class="Apple-converted-space"> </span><a href="http://www.heliontechnologies.com/" target="_blank" style="color: blue; text-decoration: underline; ">Website</a> | <span class="Apple-converted-space"> </span><a href="mailto:support@heliontechnologies.com?subject=Technical%20Support%20Request" target="_blank" style="color: blue; text-decoration: underline; ">Email Support</a></span><span style="font-family: Arial, sans-serif; color: rgb(31, 73, 125); "></span></div><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 12pt; margin-left: 0in; font-size: 11pt; font-family: Calibri, sans-serif; "><span style="color: rgb(31, 73, 125); "> </span><br class="webkit-block-placeholder"></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="color: rgb(31, 73, 125); "> </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 class="Apple-converted-space"> </span><a href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank" style="color: blue; text-decoration: underline; ">cisco-voip-bounces@puck.nether.net</a><span class="Apple-converted-space"> </span>[mailto:cisco-voip-bounces@puck.nether.net]<span class="Apple-converted-space"> </span><b>On Behalf Of<span class="Apple-converted-space"> </span></b>Louis Koekemoer (ZA)<br><b>Sent:</b><span class="Apple-converted-space"> </span>Wednesday, May 30, 2012 10:30 AM<br><b>To:</b><span class="Apple-converted-space"> </span><a href="mailto:cisco-voip@puck.nether.net" target="_blank" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><br><b>Subject:</b><span class="Apple-converted-space"> </span>[cisco-voip] Shared lines on UCCX 8.x</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; "> </div><div style="margin-top: 0in; margin-right: 0in; margin-bottom: 12pt; margin-left: 0in; font-size: 11pt; font-family: Calibri, sans-serif; "><span lang="EN-ZA" style="font-size: 12pt; font-family: 'Times New Roman', serif; "> </span><br class="webkit-block-placeholder"></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">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:</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"> </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; text-indent: -0.25in; "><span lang="EN-ZA"><span>-<span style="font: normal normal normal 7pt/normal 'Times New Roman'; "> <span class="Apple-converted-space"> </span></span></span></span><span lang="EN-ZA">6 users per site</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; text-indent: -0.25in; "><span lang="EN-ZA"><span>-<span style="font: normal normal normal 7pt/normal 'Times New Roman'; "> <span class="Apple-converted-space"> </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 class="Apple-converted-space"> </span>line</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; text-indent: -0.25in; "><span lang="EN-ZA"><span>-<span style="font: normal normal normal 7pt/normal 'Times New Roman'; "> <span class="Apple-converted-space"> </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 class="Apple-converted-space"> </span>line of all the other phones</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; text-indent: -0.25in; "><span lang="EN-ZA"><span>-<span style="font: normal normal normal 7pt/normal 'Times New Roman'; "> <span class="Apple-converted-space"> </span></span></span></span><span lang="EN-ZA">They use Phone Agent on this one phone to log into the phone agent.</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"> </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 class="Apple-converted-space"> </span>line and any of the 5 users could answer the call.</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"> </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.”</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"> </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.</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"> </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?</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"> </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" style="font-size: 10pt; font-family: Arial, sans-serif; "> </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" style="font-size: 10pt; font-family: Arial, sans-serif; ">Regards</span><span lang="EN-ZA"></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"> </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 lang="EN-ZA" style="font-size: 10pt; font-family: Arial-BoldMT; ">Louis Koekemoer</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 lang="EN-ZA" style="font-size: 12pt; font-family: 'Times New Roman', serif; "><br><br>This email and all contents are subject to the following disclaimer:<br><a href="http://www.dimensiondata.com/emaildisclaimer" target="_blank" style="color: blue; text-decoration: underline; ">"http://www.dimensiondata.com/emaildisclaimer"</a></span></div></div>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" target="_blank" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank" style="color: blue; text-decoration: underline; ">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br></div></div><br></div></div></div></div><br></div><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip">https://puck.nether.net/mailman/listinfo/cisco-voip</a><br></div></div></span></div><br></div></body></html>