Solved: Unexpected shared line behaviour

glenn.ong · ‎07-07-2010

Hi experts,

In our CUCM7.0.2, a manager has a DN (line 1) on his 7970 which is also configured as a shared line on his assistant's 7960 (line 2). When trying to ring out from his 7970 (using a desktop CTI client), the phone call is going out from his assistant's 7960 line 2 instead. We can't seem to reproduce the issue with a different pair of device/DNs (shared line working as expected). Recreate that particular DN didn't seem to help - how can we fix the issue so that the manager always uses his line 1 for all outgoing call?

Thanks all.

regards,

Glenn

zmikep-ipfx · ‎07-13-2010

Hi Glenn

IPFX doesn't typically support second lines for CTI and will produce random resluts for CTI control of a shared extension. However we are able to specify a specific device in Settings Editor on the IPFX server which will resolve this issue for you.

Give our helpdesk a call on 1300 737 367 and one of the Guys will be able to point you in the right direction.

Cheers

Michael Pearce
Senior Support Engineer

IPFX Unifying people, productivity and communications

View solution in original post

William Bell · ‎07-07-2010

Glenn,

What desktop CTI client are you using? Typically, a software that leverages

the CTI interface needs to identify certain pieces of info to the CUCM as

part of the remote phone control integration:

- User ID

- Phone (SEPxxxxxxxxxxxx)

- Line

Does your application give you the ability to specify all or some of these

parameters? If so, can you double check the settings?

You will also want to check to ensure that the appropriate device

associations are configured for the end user. Sometimes, there is an

application user account. You will want to ensure that the application user

account has the appropriate device associations.

What happens when a call is sent to the shared line with the issue. Do both

phone's ring? Does the CTI application show a call coming in? Can the CTI

application trigger an event to answer the call? If you do this, which

phone answers the call?

That should give you a place to start at least. You may even consider

grabbing CTI and CallManager traces to have a look.

HTH.

Regards,

Bill

HTH -Bill (b) http://ucguerrilla.com (t) @ucguerrilla

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glenn.ong · ‎07-08-2010

Hi Bill,

Thanks for your response. The CTI client in use is called IPFX. And you're right, the integration is done by way of user association. Both devices has the right association as far as I could tell.

The shared line is working correctly for incoming call, ie, both phone rings. CTI client (on the manager's PC) can see the call but when trying to answer the call, the assistant's phone (7960 - line 2) is the one that answers it.

When the line is unshared, both the manager/assistant;s devices/DNs are working correctly through the CTI client without any issues.

I've looked at CTIManager's SDL trace but nothing has caught my eye.

Am just wondering whether anyone else have had similar experiences before logging a formal ticket..

regards,

Glenn

Aaron Harrison · ‎07-08-2010

Hi

That sounds very 'normal' to me - basically if IPFX is saying 'answer line 1234' then a semi-random 1234 line will go up, unless IPFX specifies a particular device to use (i.e. SEPxxxxxxxxxxxx).

How this is approached by different CTI programs is different - for example, with UCCX you cannot use a shared line.

Speak to IPFX, and find out whether they support shared lines, and if so what config you are missing on their application.

Regards

Aaron

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Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

zmikep-ipfx · ‎07-13-2010