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UCCX and shared lines for agents ?

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shahedvoicerite
Level 1
Level 1

‎09-09-2008 01:38 AM - edited ‎03-14-2019 02:51 AM

Hi,

Is it possible to have shared line appearances for Agent phones in UCCX + CUCM integration ??

I know its not possible for CME integration, but am not sure if it would work with CUCM.

Basically can I have an agent extension say 1000, and have it on 2 phones ?

How would this effect call routing ?

Thanks

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Jonathan Schulenberg
Hall of Fame
Hall of Fame

‎09-09-2008 04:36 AM

That would be a very definite no. Cisco documentation states many times that shared line appearances are not supported for agent lines.

If you need an agent to be able to sign in from multiple phones you should configure the directory number on an Extension Mobility profile and have the agent sign in (and out!) of a phone as needed. You will want to configure UCM to support only a single EM login per user.

NOTE: Every phone that an agent will sign in on must be associated to the UCCX rmcm user for call control and monitoring.

Lastly, if the PC running CAD will not be connected via the PC Port on the phone the user is connecting from, you will need to perform SPAN-based monitoring/recording.

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Jonathan Schulenberg
Hall of Fame
Hall of Fame

‎09-09-2008 04:36 AM

That would be a very definite no. Cisco documentation states many times that shared line appearances are not supported for agent lines.

If you need an agent to be able to sign in from multiple phones you should configure the directory number on an Extension Mobility profile and have the agent sign in (and out!) of a phone as needed. You will want to configure UCM to support only a single EM login per user.

NOTE: Every phone that an agent will sign in on must be associated to the UCCX rmcm user for call control and monitoring.

Lastly, if the PC running CAD will not be connected via the PC Port on the phone the user is connecting from, you will need to perform SPAN-based monitoring/recording.

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