silent monitoring with extension mobility issue

helawamry · ‎01-16-2009

Hi,

we have CUCM 6.0.1a and UCCX 5.0.1, the agents login through extenion mobility and then login to CAD successfully, but supervisors when they try to monitor the agents they receive error, extension xxxx is not found and if the agent login through CAD with no extension mobility feature with cofiguring device association at user configuartion of the agent, supervisors can monitor the agent.

Is there any body help me to solve this issue.

Jonathan Schulenberg · ‎01-16-2009

Are you trying this on the same phone (with and without extension mobility)? If not, make sure both phones are associated with the RMCM user.

Is the ICD extension present on a physical phone AND a User Device Profile? If so, remove it from one. The ICD extension can only appear on a single device. A UDP counts as a device.

Have you tried associating the UDP to the RMCM application user? I don't remember if this is required or not but it's worth checking.

iftikharsyed_2 · ‎01-17-2009

Hi,

You probably need to patch UCCX with latest IPCC Service pack, We observed the same in our setup but after upgrade all features were working ok.

Regards,

Iftikhar Ahmed

iftikharsyed_2 · ‎01-17-2009

Hi,

This is the bug Number, you can search on cisco website,

CSCsj57935

Updated SQL queries for obtaining the MAC address of the agent device

Symptom: Monitoring and recording do not work.

Conditions: Symptom occurs with CCM 6.0 and extension mobility agents.

Workaround is to patch UCCX with 5.0(1)SR2

HTH,

Regards,

Iftikhar Ahmed