Shared Lines for Contact Center Express 8.5

[jason.smith]

Is there anyway to have a shared line setup so that two different phones can login into the contact center with the same extension and ID? Currently getting message saying it can't because its a shared line or something..

Thanks

Jason

[Thomas Dillingham · Accepted solution]

No,

I don't think that Cisco has ever supported this:  (see Page 8)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/release/guide/uccx851rn.pdf

TwD

[Marwan ALshawi]

Each contact center user has to be assigned a unique extension number

And this way center can keep control of line/user status like busy, work or logged out for example

HTH

[jason.smith]

Thanks this is what I thought, but was just wondering if there was a way around it..

[Thomas Dillingham]

I am not familiar with your solution, however...

The restriction applies to a "shared line”, so…

In order to have a “shared line” the number and partition must be the same, for example:

1000/IPPHONES_PT

If the DN/PT above is assigned to more than one device or profile, then, this would constitute a “shared line”

So the device or user, that is CALLING 1000, would have to have a Calling Search Space that includes the Partition that the DN is assigned to, Example:

CSS_Phones_Only

Searches

IPPHONES_PT

So, if your CSS included more than one partition, example:

CSS_Phones_Only

IPPHONE_PT_1

IPPHONE_PT_2

Then the DN located In IPPHONE_PT_1 would be the 1st number that any device or line assigned to the CSS_Phones_Only CSS would hit.

So, What if?

If you assign the same number in two separate partitions, and further assign those DNs to a Profile that requires the user to log into and out of, the phone?

Example:

Phone 1 --- Signed In User 1:   1000/IPPHONE_PT_1

Phone 2 --- No user signed in:  No DN

If User 1 signs out, then user 2 signs into the IP Phone, then:

Phone 1 --- Signed In User 1:   No DN

Phone 2 --- No user signed in:  1000/IPPHONE_PT_2

The user could still be called at 1000, (As long as user 1 is not signed in) and sign into IPCCX with the extension, thereby allowing the same “number” on two or more phones, and the numbers would NOT constitute a “shared line”.

The final restriction is that the user ID would have to be different or Only one user can be signed in using the ID at a time.

I hope this helps?

Finally, the ability to get very creative is what makes Cisco solutions so powerful, and COMPLEX (use creatively wisely, and document, document, document how it is supposed to work and how it worked when you set it up)

[Nathan Gageby]

At the same time or different shifts? 

[jason.smith]

Doesn't matter, the line that is configured for the user in the contact center can not be on another phone as a shared line. The system will not allow you to login if it is.

[Chris Deren]

JTAPI is not partition aware, so having the same DN in different partitions is not going to solve the issue.  For UCCX the only solution for "hoteling" call center is to use extension mobility, where agent first logins with EM and then logins with CAD/IPPhone agent onto the EM profile.

HTH,

Chris

[Nathan Gageby]

The EM solution would work for shift work.  The users would need to be aware of this and be certain to logout before the next shift.