The guide explains the recommended configuration for shared lines in the system if the the Cisco network-based recording is is utilized. The goal of this configuration is to accurately store who answered the shared line.
If desktop recording, speech analytics, announcement are user based, this may cause unexpected behavior
Configuring owner User IDs in CUCM
Step - Step 1 - Login to CUCM web interface
Step 2 - 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
Step 2 -
Enabling Owner User ID support in Verba
Step 3 - In the Verba Web Interface navigate to to System / Servers and and select the server where the Cisco JTAPI Service is enabled (Recording Server/ Media Repository and Recording Server). Or navigate tonavigate to System / Configuration Profiles and and select the server profile which is used to run the Cisco JTAPI Service.
Step 3 4 - Click on the Change Configuration Settings tab tab.
Step 4 5 - Under the Cisco JTAPI Configuration node, select Advanced and and set Fill Agent ID with Owner User ID to to Yes.
Step 5 6 - Save the changes by clicking on the icon.
Step 6 7 - 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.
6 Step 7 -
Adding Owner User IDs and shared lines as extensions
Step 9 - Navigate to Users / Extensions. and add the Owner User IDs as as User/Agent ID type type extensions.
Step 8 10 - Also add the shared line extension as a a Number/Address type type recorded extension, and type "Shared Line" to the description should to indicate that this is a shared line
Step 9 11 - Do not assign the shared line extension to any user.
Step 10 12 - Assign the Owner User ID extensions to the Verba Users.
Step 11 13 - Apply Apply the changes.