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The guide explains the recommended configuration for shared lines in Verba the system if the Cisco network-based recording is utilized. The goal of this configuration is to accurately record store who answered the shared line.

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Desktop If desktop recording, Speech speech analytics, announcement are user based, this may cause unexpected behavior

 

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Configure owner User IDs in CUCM 


Step  - Assign the phones sharing the line to users in Cisco UCM. Navigate to Device / Phone, and for each phone set the Owner to User, and note the Owner User ID

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Step 2 - In the Verba Web Interface navigate to System > Servers >/ Servers and select the server where the Cisco JTAPI Service is enabled (Recording Server/ Media Repository and Recording Server > ). Or navigate to System / Configuration Profiles and select the server profile which is used to run the Cisco JTAPI Service.

Step 3 - Click on the Change Configuration Settings tab.

Step 3 4 -  Under the  Cisco  Cisco JTAPI Configuration node, select Advanced and set Fill Agent ID with Owner User ID to Yes.

Step 4 5 Save the changes by clicking on the  icon.


Step 5 - Add the 6 - A notification banner will appear on the top. Click on the click here link, so you will be redirected to the Configuration Tasks tab. Click on the Execute button in order to execute the changes.


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Step 6 - If you configured an individual server, instead of a configuration profile, repeat the steps above on all servers where the Cisco JTAPI Service is enabled.

Step 7 - Navigate to Users / Extensions. and add the Owner User IDs as User/Agent ID type extensionextensions.

Step 6 8 - Add Also add the shared line extension as a Number/Address type recorded extension, and the description should indicate that this is a shared line

Step 7 9 - Do not assign the shared line extension to any user.

Step 8 10 Assign the Owner User ID extensions to the Verba Users.

Step 9 11 - Apply the changes.