Shared line active, non-participant status

[emily.hinton]

Hello all,

I'm brand new here and it may be clear in the terminology used that I'm not a telephony expert, but I will do my best to provide accurate information and learn more as I go along.

I'm working with someone on CUCM 10.5.  I'm not sure what version of UCCE they are on, but Finesse is not currently enabled yet.  I believe the phone model used is 796x, I can confirm that if it might be relevant to this.

II have not seen this happen on the phone with my own eyes (this is remote), but it is reported that when a shared line is answered by one member of the hunt group the line is going in use on all phones in that group.  I'm using CTI integration, CTI logs do show the shared line going in use on a phone that did not answer the call.  What we want is to have the shared line in use only on the phone that has answered the call.  We have reviewed different settings for the line on the DN Configuration and system wide defaults, but cannot seem to find a setting that impacts this.  Looking for any suggestions, thank you.

[Andrew Skelly]

Hi, Emily and welcome to the forum!  Would you mind answering a few questions?

What is the use of the shared line?  In other words, do calls come in to a hunt pilot (ex. 215 555 1212) that goes to a hunt list then a line group?  You mention CTI and Finesse.  Is the line in question a finesse extension associated to a PG (peripheral gateway)?

[emily.hinton]

Hi Andrew,

Thanks very much for your response.  Regarding your questions, the shared line itself is not in a hunt group of any kind, it is configured 'with stacking', I'm not sure if that is the appropriate term.  The agent is in a hunt group, but the shared line is not.  Typically we have customers setup phones with ACD and personal as the first couple of lines, and lines 3 and 4 as shared with stacking.

I don't believe it's a Finesse extension though, as I'm being told that Finesse is not currently enabled at all at the site, they are still in CAD mode

[Chris Deren]

A shared line will show in use on other phones that have it assigned if Privacy is Disabled on the phone, so that in itself may not be an issue.  I am slightly confused when you talk about hunt groups, ACD, CAD/Finesse as shared lines are not supported by either of these, so if you are experiencing some unexplained behavior that maybe the case as unsupported in these circumstances often means unpredictable. 

[emily.hinton]

I finally had a chance to test this...

I may have been describing the configuration incorrectly.

Regardless, we did try changing privacy of my test phones in an attempt to reproduce the shared line showing active on all phones - set privacy to OFF in the phone configuration and this did not impact the state.  We still receive an active state for the phone that answered the call on that line, the other console that did not answer the call shows a BRIDGE state.

I'm trying to emulate the customer issue, because they have not been able to determine what is causing the shared lines to show active on all, so we're trying to reverse engineer and figure out what they might have set to cause this.  So far I have not been successful in reproducing what they are seeing.