UCCX 11.5.1 Finesse - Jabber + EM (7841)

[Volodymyr Morskyy]

Hi,

Client want next setup to work:

UCCX 11.5.1 Finesse agents are using 7841 Phones with EM while working from the office. If working remotely - Jabber should be used. Extension on the UDP and CSF should be the same.

What is working: agent logged in to the 7841 using EM. UDP is controlled by RMCM user.

If I also assign CSF profile to RMCM user (extension is the same), but jabber is not started then setup above is not working - log in failed with error: "The device associated with that extension or dial number is invalid."  If jabber is running - everything works fine. To me it looks like UCCX tries to login agent with jabber first rather than with the phone. 

RMCM (UDP)  + Phone (EM) + Jabber (not running) = Log in works

RMCM (CSF+UDP)  + Phone (EM) + Jabber (not running) = Log in failes

RMCM (CSF+UDP)  + Phone (EM - not logged in) + Jabber (running) = Log in works

So what would be the workaround here?

Thanks,

Vlod

[Deepak Rawat · Accepted solution]

What you are doing there is an unsupported scenario which involves 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. Refer Unsupported and Supported Configurations for Agent Phones section of below document:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/release/guide/RCCT_BK_U98D7FB5_00_uccx-solution-release-notes-115/RCCT_BK_U98D7FB5_00_uccx-solution-release-notes-115_chapter_010.html#RCCT_TP_UF4CFF45_00

The workaround that you can follow here is to create another end user profile for the agents that will be their WFH profile and associate Jabber with that and make sure the IPCC extension on Jabber is different so basically two different set of userid(s) / password(s) / IPCC Extension (s)

Regards

Deepak

[Volodymyr Morskyy]

Hi Deepak, 

I was assuming that, but then it's strange that folowing conbination works :

RMCM (CSF+UDP)  + Phone (EM - not logged in) + Jabber (running) = Log in works

Not sure if another profile is a solution as users have AD integration and want to use their primary extension for jabber. 

[Deepak Rawat]

Please note that things do work even in an unsupported environment/configuration but it is not meant to be rely upon assuming that everything should work As-Is. That being said, you can try disassociating-reassociating Jabber from RmCm user and End User, try some other hacks such as restarting CTI Manager that might get it working for the non working scenario as well but it will still remain an unsupported scenario and TAC will not provide any support whatsoever in this case.

Regards

Deepak

[erniegurule]

Is there Future plans to add UDP profile change in Jabber 

[Paul James]

We are working on CUCM/ UCCX v11 and have a few home workers who occasionally come in to the office.

It is a fiddle but can work

1) Agent signs in to Jabber CSF

2) Agent starts and sign sin to Finesse

3) Agent signs in to phone with Device Profile

4) Agent signs out of Jabber

I cannot remember if 3) & 4) can be applied the other way around