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

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Step 1 - 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 - In the Verba Web Interface navigate to System > Servers > Recording Server/ Media Repository and Recording Server > Change Configuration Settings

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

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

Step 5 - Add the Owner User IDs as User/Agent ID type extension.

Step 6 - Add the shared line extension as a Number/Address type recorded extension.

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

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

Step 9 - Apply the changes.


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