We are running CAD 6.6 with UCCX 7.0. Our agents do not connect through the back of the phone. Their CAD is runnin separately. Most of our agents have no problem controlling their desk phones from the CAD. However, a few users have multiple devices assigned to their end user. I have thus far been unable to determine how CAD determines which line instance (or phone) to control when making and receiving calls.
Example: Can anyone tell me how CAD determines which phone to take off hook when a user makes a call from CAD?
Example: Some users have a phone and a device profile. When they use CAD to make a call it takes their phone off-hook. If they then login to another phone using extension mobility CAD will take that phone off hook when making a new call, but not the original desk phone where the line permanently exists. Can anyone explain this behavior?
Duplicate lines are tricky with any CTI app.
If you read the release notes for UCCX, you will see that shared lines and duplicated line appearances are unsupported configurations. The IPCC extension property of the user account is what determines which line is controlled, and this isn't device specific.
If your users need to be mobile, give them a single EM profile.
If they don't want EM, give them a static phone.
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