UCCX - Migrating an agent extension to another device without losing configurations

[Eric Martin]

Hello All,

We have a customer who has a several UCCX deployments and primarily uses hard phones for all of their agents. They're wanting to migrate a number of their agents, temporarily, over to soft clients so that they can work remote for a period of time.

Due to ACD lines not supporting shared line appearance, our plan was to essentially build them a soft phone, associate the phone to their users, associate the phone with the rmjtapi user, remove the ACD line from the hard phone, add it to the soft phone, and set the user IPCC extension back to the same ACD extension.

I tested this out, and it appears that it wipes out the UCCX configurations.

Does anyone have a good process guide for this, or a supported workaround that accomplishes this without removing the user's UCCX configurations?

They have 3 UCCX clusters (11.6.2, 11.6.2, and an old 10.6), which all point to a 10.5.2 CUCM cluster.

Thanks in advance for any suggestions!

Eric

[Eric Martin]

Hello All,

We have a customer who has a several UCCX deployments and primarily uses hard phones for all of their agents. They're wanting to migrate a number of their agents, temporarily, over to soft clients so that they can work remote for a period of time.

Due to ACD lines not supporting shared line appearance, our plan was to essentially build them a soft phone, associate the phone to their users, associate the phone with the rmjtapi user, remove the ACD line from the hard phone, add it to the soft phone, and set the user IPCC extension back to the same ACD extension.

I tested this out, and it appears that it wipes out the UCCX configurations.

Does anyone have a good process guide for this, or a supported workaround that accomplishes moving the ACD line to another device without losing any UCCX configurations?

They have 3 UCCX clusters (11.6.2, 11.6.2, and an old 10.6), which all point to a 10.5.2 CUCM cluster.

Thanks in advance for any suggestions!

Eric

[Anthony Holloway]

In my experience, even if you remove all phones associated to the End User, the Primary Extension and IPCC Extension remain set. Here's a process I'd like you to try:

1. Remove Agent's hardphone from RmCm User
2. Build Agent's softphone and move Agent's ACD Extension over from hardphone to softphone
3. Add softphone to Agent's End User and remove hardphone (IPCC Extension should never change)
4. Add Agent's softphone to RmCm User

[Eric Martin]

Thanks, Anthony, I will give that a shot and report back. It's very possible the sequence used was goofing up the configs.

I appreciate the suggestion!

Best,

Eric