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Cisco Bug: CSCuq72292 - Expand on shared line supportability and best practices

Last Modified

Jul 22, 2015

Products (1)

  • Cisco Unified Attendant Consoles

Known Affected Releases

10.0(1) 10.5

Description (partial)

Symptom:
The current Cisco Unified Attendant Console Standard documentation indicates supportability for shared lines, but does not go into detail regarding the limitations of the supportability or better put the 'best practices'.

Conditions:
For example, you have a scenario where three operators are logged in to the console with a shared line, which is supported. However, if a call comes in on the shared line and all three operators attempt to answer the call at the same exact time, one operator's request will be fulfilled and the other two will result in a call control failure because that call which they've sent the answer request for has already been answered. This is not the result of a software defect, but instead a design limitation from the perspective of the speed of communications between the console and CUCM as well as the processing time of the console and CUCM.

So, in the above example, the better practice that would deliver sound results would be to implement a hunt group. With the hunt group in place, callers would phone the hunt pilot and the call would be offered to operators in the manner configured and there would not be any race conditions resulting in call control failures.
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