Shared line recording configuration with Cisco recording

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

Configuring owner User IDs in CUCM 

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

Enabling Owner User ID support in Verba

Step 3 - In the Verba Web Interface navigate to System / 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 4 - Click on the Change Configuration Settings tab.

Step 5 -  Under the Cisco JTAPI Configuration node, select Advanced and set Fill Agent ID with Owner User ID to Yes.

Step 6 - Save the changes by clicking on the  icon.

Step 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.

Step 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.

Adding Owner User IDs and shared lines as extensions

Step 9 - Navigate to Users / Extensions. and add the Owner User IDs as User/Agent ID type extensions.

Step 10 - Also add the shared line extension as a Number/Address type recorded extension, and type "Shared Line" to the description to indicate that this is a shared line

Step 11 - Do not assign the shared line extension to any user.

Step 12 - Assign the Owner User ID extensions to the Verba Users.

Step 13 - Apply the changes.

Call assignment logic:

  1. If User ID is available, the system looks for an extension where Type = User/Agent ID
  2. If the User could not be determined by the User ID, then the call is assigned according to the recorded party, based on the source \ destination extension where the extension type is not User/Agent ID