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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.

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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

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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.

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Step 6 8 - 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.
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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 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.