07-07-2010 05:36 PM - edited 03-19-2019 01:13 AM
Hi experts,
In our CUCM7.0.2, a manager has a DN (line 1) on his 7970 which is also configured as a shared line on his assistant's 7960 (line 2). When trying to ring out from his 7970 (using a desktop CTI client), the phone call is going out from his assistant's 7960 line 2 instead. We can't seem to reproduce the issue with a different pair of device/DNs (shared line working as expected). Recreate that particular DN didn't seem to help - how can we fix the issue so that the manager always uses his line 1 for all outgoing call?
Thanks all.
regards,
Glenn
Solved! Go to Solution.
07-13-2010 05:34 PM
Hi Glenn
IPFX doesn't typically support second lines for CTI and will produce random resluts for CTI control of a shared extension. However we are able to specify a specific device in Settings Editor on the IPFX server which will resolve this issue for you.
Give our helpdesk a call on 1300 737 367 and one of the Guys will be able to point you in the right direction.
Cheers
Michael Pearce
Senior Support Engineer
IPFX Unifying people, productivity and communications
07-07-2010 06:10 PM
Glenn,
What desktop CTI client are you using? Typically, a software that leverages
the CTI interface needs to identify certain pieces of info to the CUCM as
part of the remote phone control integration:
- User ID
- Phone (SEPxxxxxxxxxxxx)
- Line
Does your application give you the ability to specify all or some of these
parameters? If so, can you double check the settings?
You will also want to check to ensure that the appropriate device
associations are configured for the end user. Sometimes, there is an
application user account. You will want to ensure that the application user
account has the appropriate device associations.
What happens when a call is sent to the shared line with the issue. Do both
phone's ring? Does the CTI application show a call coming in? Can the CTI
application trigger an event to answer the call? If you do this, which
phone answers the call?
That should give you a place to start at least. You may even consider
grabbing CTI and CallManager traces to have a look.
HTH.
Regards,
Bill
Please remember to rate helpful responses and identify
07-08-2010 01:53 AM
Hi Bill,
Thanks for your response. The CTI client in use is called IPFX. And you're right, the integration is done by way of user association. Both devices has the right association as far as I could tell.
The shared line is working correctly for incoming call, ie, both phone rings. CTI client (on the manager's PC) can see the call but when trying to answer the call, the assistant's phone (7960 - line 2) is the one that answers it.
When the line is unshared, both the manager/assistant;s devices/DNs are working correctly through the CTI client without any issues.
I've looked at CTIManager's SDL trace but nothing has caught my eye.
Am just wondering whether anyone else have had similar experiences before logging a formal ticket..
regards,
Glenn
07-08-2010 02:50 AM
Hi
That sounds very 'normal' to me - basically if IPFX is saying 'answer line 1234' then a semi-random 1234 line will go up, unless IPFX specifies a particular device to use (i.e. SEPxxxxxxxxxxxx).
How this is approached by different CTI programs is different - for example, with UCCX you cannot use a shared line.
Speak to IPFX, and find out whether they support shared lines, and if so what config you are missing on their application.
Regards
Aaron
Please rate helpful posts...
07-13-2010 05:34 PM
Hi Glenn
IPFX doesn't typically support second lines for CTI and will produce random resluts for CTI control of a shared extension. However we are able to specify a specific device in Settings Editor on the IPFX server which will resolve this issue for you.
Give our helpdesk a call on 1300 737 367 and one of the Guys will be able to point you in the right direction.
Cheers
Michael Pearce
Senior Support Engineer
IPFX Unifying people, productivity and communications
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide