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Community Member

silent monitoring with extension mobility issue

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.

3 REPLIES
VIP Super Bronze

Re: silent monitoring with extension mobility issue

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.

Community Member

Re: silent monitoring with extension mobility issue

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

Community Member

Re: silent monitoring with extension mobility issue

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

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

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