IPCC pguser association guidelines

Answered Question
Mar 20th, 2008
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Hi guys,


If you have a mix of standard phones and agent phones on a single callmanager cluser.. is there a guideline on the pguser association?


Is there any reason why you wouldnt associate every phone in the cluster to the pguser?


Is there any limit on the number of phones associated to pguser?


Are there any best practices for this?


Should also note.. extension mobility is in use as well.


It is CallManger 4.1(3) and ICM 7.1(2)


Cheers,


Tim

Correct Answer by Riccardo Bua about 9 years 4 months ago

Hi Tim,


are you an ATP certified partner? This question requires quite some discussion and a PDI case would help on it(http://www.cisco.com/web/partners/tools/helponline/pdi/index.html).


Staying quite generic it makes a big deal how you associate your phones if those phones are high in number.


All those associations count as a CTI device against the Call Manager, if you are using EM check against configuring EM with IPCC in the installation guide, you will see that the agent will have to login first via EM to then gain the control of the IPPhone via the JTAPI PGUser association and here again a further CTI Device will be added.


There is a device weight calculator to help you size your solution and that would tell you how many phones your setup could handle, how many CTI devices and if with or without EM.


Regards,


Riccardo



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Correct Answer
Riccardo Bua Fri, 03/21/2008 - 06:27
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Hi Tim,


are you an ATP certified partner? This question requires quite some discussion and a PDI case would help on it(http://www.cisco.com/web/partners/tools/helponline/pdi/index.html).


Staying quite generic it makes a big deal how you associate your phones if those phones are high in number.


All those associations count as a CTI device against the Call Manager, if you are using EM check against configuring EM with IPCC in the installation guide, you will see that the agent will have to login first via EM to then gain the control of the IPPhone via the JTAPI PGUser association and here again a further CTI Device will be added.


There is a device weight calculator to help you size your solution and that would tell you how many phones your setup could handle, how many CTI devices and if with or without EM.


Regards,


Riccardo



kamula Fri, 03/21/2008 - 06:51
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Tim,

while there is no reason why you should not be able to associate all the phones in the CUCM cluster with the PGUSER, i would associate only those phones used by Analysts.


you should aso associate all Analyst EM device profiles with the PGUSER. (Analysts log in to EM to aquire the extension they use to log into the Agent desktop (AD))


It is only when an Analyst logs into the AD that their phone becomes a device target. phones associated with the PGUSER stay useless untill an analyst logs into them with EM and then uses then ext. to log into the AD


Tim Smith Wed, 03/26/2008 - 08:49
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Hi..


Actually this bit I am not clear on.


You associate the physical handset. Physical handset is associated to JTAPI pguser


Agent logins in with EM and the phone now has a DN that is in the device target range on ICM.


Now is there any actual requirement to associate a device profile to the extension mobility settings of the pguser? I didnt think it was required?


Thanks,


Tim

Zin.Karzazi Wed, 03/26/2008 - 09:16
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There is no need to associate the Device Profile of exension mobility to the pguser. The PGuser needs to control the Physical Phone (SEP...) not the extension mobility profile.

Riccardo Bua Thu, 03/27/2008 - 01:41
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Hi there,


usually to capture the correct set of events you need to register the physical extension to the ICM Jtapi user.


This means all the phones for EM which will be registering will make a login request to the CTI Manager and thus you have to spread the phones along more CTI Managers.


From an ICM does not really care what the extension of the IP Phone is, so long as its MAC is configured against the User CTI Manager associates with the PG.


The Agent is associated with a Device at log in and so, when the Agent becomes available, the call is routed to whatever extension ICM knows for that device, i.e. Label or Agent Targeting Rule.


Since an Agent can log in to any associated IP Phone, the extension number, and therefore EM, becomes rather irrelevant for the Agent from a Call Center Prospective(on the other side you enable Hot Desking).

That said, when an EM profile logs into an IP Phone, the Phone call observer is removed from CTI Manager, then re-added with the new extension number. The phone is therefore removed/re-added in the JTAPI interface.

Whilst all this information is a little more technical detail than you probably wanted, it is important to note that EM behaves differently from a JTAPI perspective than normal IP Phones which are only added to CTI Manager in this way when the User associated is made.


This is a technical consideration and you should be aware of the consequences for your design, e.g. an Agent shift-change may generate many EM log on/off events, etc. and take lot longer then you would expect to be operational.


Regards,


Riccardo


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