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UCCX 8.0.SU3 Extension Mobility And Agent Login


Team - customer gets a shared line error message if they login to IPPA after successfully logging into EM.

We have one line phone for agents. Hard phone profile has the IPCC extension defined but not any primary.

The user device profile has that same extension. This directory number therefore has 2 devices - the hardphone and

the udp association. The agent can log in on the assigned hard phone. But get a shared line error message after getting into

EM on another hard phone  and using either IPPA or CAD.

Could you guide me on where the restrictions are, how to configure EM properly and how to resolve this issue?

All agent phones are associated with RM Jtapi user. Is there any service parameter that should be set correctly for

EM login to indicate only one ICD line is active / online?

Thank you.

2 Replies 2

Scott Scheie

How many different ICD ext's are you using, or are you saying ALL agents are/were sharing one ICD directory number?  Can you clarify?

Did you just upgrade to 8.x?  It sounds as if you're running into the new "feature" of UCCX 8.x - no shared ICD directory numbers, meaning if you have more than one MAC showing same ICD directory number when agent tries to login using either CAD or IPPA, you will see the shared line error message.

Gabriel Saavedra
Rising star
Rising star

Scott is right, 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 is not supported.


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