UCCE Agents and Shared Lines

[Ayodeji Okanlawon]

Guys,

Please help me out here.

I have read often times that UCCE doesnt support agent login on shared lines. However today I was involved with an existing deployments where agents had shared lines on UDP profiles, Jabber (BOT, CSF) devices and the agent still login successfully.

Only the UDP profiles was associated with the pguser. In some cases there are two UDP profiles for a single agent on same extension.

Can someone please explain why this is working if its not supported and what the draw backs of using shared lines in UCCE deployments are.

Thanks

[Anoop Krishnan · Accepted solution]

One of the requirements for UCCE is that a line can only be applied to a single device, cannot be shared among multiple devices.

You cannot have an ACD line as a shared line on more than one device, so the only supported solution for UCCE is to use extension mobility where the ACD line only appears on the UDP profile and agents first login with Extension Mobility and then with agent desktop (either finesse or CAD).

Jabber supports only single line, so you would not be able to have separate ACD and personal lines.

Did you try calling to the extension configured , apparently it'll be showing as both extensions will be on call , even  if you dial to a single extension.  

Regards,

Anoop

[Chris Deren · Accepted solution]

Deji,

Nice to see you tackling UCCE more and more.  

This has always been Cisco's stance on both UCCE and UCCX, and it does not mean agents will not be able to login, it can lead to unpredictable results where PG/CUCM can get confused with the line state and offer or not offer calls to agents properly.  To avoid any conflicts they simply don't support it, just like they don't support ACD lines being part of line groups, pickup groups, etc.

[Ayodeji Okanlawon]

Thank you Chris. Yes I am delving more into that world and I am enjoying it. I will be reaching out more and I am sure you will be more than happy to help :)

[yogesh shah]

I have UCCE IPIVR 11.5 . Agent 3223 ext 3223 login chigaco in talking state. Now Agent Agent 3223 with same Ext 3223 able to login and shows up as talking state ? Correct behavior ? 

I think defect.....

please share opinion.

thanks yogesh