Personal ext activates dial tone in agent desktop

Hi ,
I have an agent (only one out of 70) having an issue when activates his personal line , it also activates the agent desktop to provide dial tone. usually this happens when ICD lines goes off hook since CAD and ICD line is tied together. so thats understandable. but i am not sure why personal line going off hook does hte same thing too.
as far as i understand the configuration seems to be fine. (phone is associated to the end user and primary/icd ext are selected. the phone also properly in the rm user .. he is able to take calls and do regular things an agent would do.)..uccx version:8.0.2.11005-20 .. picuture is attached to show a demo.
thanks
vijay

EDIT: I misread the original problem report and now see that there is only a single user out of 70 users having the issue, which I also now understand to be not typical of CAD. Where, when going off hook on a non-acd, but monitored line, CAD should not show the activity on that line. It should not do anything in fact. I am leaving my original reply up below as a form of self shaming.
Hi,
That is normal behavior for CAD. UCCX will monitor the first four lines on a phone (1 ACD + 3 Non ACD) and CAD will show the phone state/information for all four lines. It will not however change the Agent state due to activity on the Non ACD lines. Hence your screenshot shows the Agent still in Ready state.
Please read the SRND section on Multiple Line Support under Chapter 2.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf
Excerpt:
Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but on ly the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines.
Happy administering!
Anthony Holloway
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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
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I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
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'=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'== [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True ' Does the CAD title contain "Not Ready"? If cRunningApplications.Exists(sCADNotReadyTitle) Then ' Yes, Has the state exceeded the threshold? If iCounter >= StateThreshold Then ' Yes, Alert the user iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle) If iUserChoice = vbOK Then oShell.AppActivate sCADNotreadyTitle WScript.Sleep 500 oShell.SendKeys "^w" End If ' Reset the counter iCounter = 0 Else ' No, Increment the counter iCounter = iCounter + 1 End If Else ' Yes, Clear the counter iCounter = 0 End If ' Pause 1 second before checking again WScript.Sleep 1000Loop
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Anthony Holloway
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When making a call NO DIAL TONE

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Dial tone but unable to make calls.

Hi,
I had BT Infinity installed on the 10th Feb 14. About a day or two after it all switched off for about 30 mins. When the phones and internet came back online the phones would not ring out.
Whether the phones are plugged into the master socket or either extension they are unable to make external calls yet there is a dial tone.
If I plug the phone in to the test socket then it works fine. This has only ever been an issue since the new faceplate and installation of BT infinity.
When I went to plug the phone into the test socket I noticed an orange and white wire that has seemingly come out of its connection but as to where I don't know. The other 3 cables are still in.
Also internet is working fine.
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Thanks
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SegaMegaDave wrote:
None of the extensions work, I get the same thing. A dial tone but unable to ring out.
So before I order one is this looking to be a faceplate fault? Thanks for all your help.
Dave
If you get dial tone with the faceplate disconnected, then the fault is within your own wiring, and it means that the extensions are wired up wrong. You either pay BT to sort it out, or get an independent telephone technician.
This diagram showns the correct way it should be wired.
http://forumhelp.dyndns.info/infinity/infinity_wiring2.jpg
Its most likely that whoever did the Infinity installation, forgot to check for any "star" wiring. ie. extensions connected before the master socket. Its quite often the contractors that forget to do this. The Openreach people usually know what they are doing.
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Infinity Works No Dial Tone

Hi
I have a fault with my Infinity faceplate, infinity works fine but I have no dial tone, I reported this to BT yesterday and followed it up with a call this morning to explain that I have dial tone at the test socket but not after slotting in the infinity faceplate
After 10 deifferent people I have been left in the following situation
Because the line is OK and I get dial tone from the master test socket , BT are quoting £130 to replace the infinity faceplate, no matter how many times I explain that the fault is with the opeanreach equipment they insist that it's a fault in my premisies beyond the test socket so I am liable to pay for the repair.
Please help, the last person I s[poke to told me to buy a new one, I don't understand why I have to buy a new faceplate which is part of the BT service.
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All they are going to do is run a test from their side of things and if no fault shows up then they say what ever the system shows them. £130 is provisional as they are being called out for unknown reasons (even if you know what the cause is) In all honesty i'd reccomend the mods on here and seeing if they can help in any way.
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