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CUCM 8.0 and CCX 8.0 extension mobility issue.

We have a helpdesk that is staffed with full time and part time staff. The part time staff share phones and use extension mobility. The problem we are having is with one of the extension mobility phones and the CCX agents of the full time staff. When a part time staff member logs in to the phone or logs out of the phone a full time staff member's desktop agent say their extension is unavailable, then if the full time staff member clicks ready they get the message that their resource device is off. Picking up the phone will reset the latter error and they can go back to ready. The error repeats when the part time member logs out or in the 7965.

The issue seems to only occur after a period of time (random number of weeks) after the CUCM and CCX have been rebooted. The part time staff trouble phone is a 7965 and their other phone that works fine is a 7942. I do not see and configuration differences other than 7965's device specific settings. Also the mobility extension device profiles were originally setup for 7942s, but I do not see why that would be an issue since I believe that is a button template issue and the 7965 has more buttons.

Any ideas why this will work fine for a while, then get buggy?

5 REPLIES
New Member

CUCM 8.0 and CCX 8.0 extension mobility issue.

How many lines you have configured in a device profile ? Also acd is configured as primary or secondry on the enduser page.

New Member

CUCM 8.0 and CCX 8.0 extension mobility issue.

Unsupported Configurations for Agent Phones:

The following configurations are not supported for agent phones:

•Two lines on an agent’s phone that have the same extension but exist in different partitions.

•A Unified CCX extension assigned to multiple devices.

•Configuring the same Unified CCX extension in more than one device profile, or configuring the same Unified CCX extension in any combination of device profiles and devices. (Configuring an Unified CCX extension in a single device profile is supported.)

•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Maximum Number of Calls to a value other than 2.

•In the Unified CM Administration Directory Number Configuration web page for each Unified CCX line, setting Busy Trigger to a value other than 1.

•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP) for use in silent monitoring and recording.

•No Cisco Unified Communications Manager device can be forwarded to the Unified CCX extension of an agent.

•The Unified CCX extension of an agent cannot be configured to forward to a Cisco Unified CCX route point.

•Use of characters other than the numerals 0–9 in the Unified CCX extension of an agent.

•Configuring the Unified CM intercom feature.

•Configuring the hold reversion feature.

New Member

CUCM 8.0 and CCX 8.0 extension mobility issue.

We have narrowed the full time agent that has this issue is always the last full time agent to login to the agent desktop.

Remember this error happens only after a random period  of system up time, the error does not prevent the they system from  functioning, just is an annoyance to the last Full-Time Agent to login  to the Agent Desktop.

Example of what happens.

  1. Last Full-Time Agent to login to the Agent Desktop clicks Ready and can take calls. (Does not use ext. mobility.)
  2. A moment later any Part-Time Agent logins to phone with mobility.
  3. The last Full-Time Agent  to the Agent Desktop gets an error on the agent desktop. "The agent  extension is out of service. Ready state change and call control  operations cannot be performed." Thier state is also set to Not Ready.
  4. The last Full-Time Agent to the Agent Desktop attempts to go ready again, but gets an error on the agent desktop. "Resource's Device is Off."
  5. The last Full-Time Agent to Agent Desktop can then pick up phone, hangs up, and can now set Ready, and take calls.
  6. All the while the Part-Time Agent can login to the Agent Desktop and can be taking calls without any error messages.
  7. Later when the Part-Time Agent logs off the phone, the last Full-Time agent to the Agent Desktop gets error message and is set to Not Ready, but can immediately go back to ready. "The agent extension is back in service. All operations are available."

CUCM 8.0 and CCX 8.0 extension mobility issue.

Kevin McCormick wrote:

The issue seems to only occur after a period of time (random number of weeks) after the CUCM and CCX have been rebooted.

Classic memory leak symptom.

Anthony Holloway

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Anthony Holloway

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New Member

CUCM 8.0 and CCX 8.0 extension mobility issue.

We have figured that was the issue as well, just wanting to know for sure.

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