PCCE 11.x Multi-Line Not Working


This is a step to take if you have made sure your configuration is correct but the changes are not taking effect.

After going live our customer detailed that they required Multi Line Agents, Multi Line means that their agents had an ACD line and a Non-ACD Line and that when they picked up their Non-ACD line their ACD line need to go into "Not Ready".

Select Single Line or All Lines to indicate whether all agents supported on the agent peripheral can have one or more than one line configured.
Important:If you select All Lines, you must access Cisco Unified Communications Manager to set Busy Trigger to 1 and Max Number of Calls to 2 for each phone. Use the Unified Communications Manager Bulk Administration tool to change these settings for all agent devices.
If you change the Agent Phone Line Control setting, you must restart the peripheral gateways for the change to take effect. To restart the PGs, access the Unified CCE Call Server on Side A and Side B. Open Service Control and restart PG1A, PG2A on Call Server Side A. Restart PG1B, and PG2B on Call Server Side B. 

After following these instructions and checking all the logs to see if I even saw the Non-ACD line get mentioned by ICM and then rebooting the PGs again I was ready to reboot the UCM.  Upon mentioning this to my supervisor they made mention of a command within opctest that I didn't know existed "exit_opc".

for those of you that are not familiar with "opctest" it is a rather legacy command line interface that I find helpful when troubleshooting obstinant PGs you can learn more about it here 'Using the OPCTest Command-Line Utility' if this is a new tool for you, you should probably look into 'The Cisco ICM rttest Utility' as well a tool for looking around at what the ICM Router is doing.


Here is an example of what was done
PS C:\> cd C:\icm
PS C:\icm> opctest /cust ****** /node pg1a
07:35:35 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock
OPCTEST Release 11.0.1.0 , Build 03297
opctest: status
OPC Current Time:   03/21 14:35:36
OPC Local Time:     03/21 07:35:36 (7.0 hr)
OPC Version: Release 11.0.2.0 , Build 04128
Release Date:   12/02/15 12:01:42
Current Time:   03/21 14:35:36
Local Time:     03/21 07:35:36 (7.0 hr)
Central Controller Time Offset:     -273 ms
OPC Up:      03/21 14:05:46 (29.8 min)
OPC Sync:    03/21 14:05:46 (29.8 min) (A->B)
Process              LastStateChange             LastHeartBeat
A pgag         OK M- 03/21 14:05:51 (29.7 min)   --
A pim1         OK M- 03/21 14:05:55 (29.6 min)   --
A pim2         OK M- 03/21 14:05:56 (29.6 min)   --
A pim3         OK M- 03/21 14:05:56 (29.6 min)   --
A pim4         OK M- 03/21 14:05:55 (29.6 min)   --
A pim5         OK M- 03/21 14:05:56 (29.6 min)   --
A ctisvr       OK M- 03/21 14:05:51 (29.7 min)   --
A opc          OK  H --                          03/21 14:35:16 (21 sec)
B pgag         OK M- 03/21 14:05:51 (29.7 min)   --
B pim1         OK M- 03/21 14:05:54 (29.7 min)   --
B pim2         OK M- 03/21 14:05:55 (29.6 min)   --
B pim3         OK M- 03/21 14:05:55 (29.7 min)   --
B pim4         OK M- 03/21 14:05:55 (29.7 min)   --
B pim5         OK M- 03/21 14:05:55 (29.6 min)   --
B ctisvr       OK M- 03/21 14:05:52 (29.7 min)   --
B opc          OK  H --                          03/21 14:35:16 (21 sec)
PGAgent     LastStateChangeTime         ConnectATime                Status       ConnectBTime                Status
SideA   PIA 03/21 14:05:54 (29.7 min)   03/21 14:05:54 (29.7 min)   CONNECTED   03/21 14:05:54 (29.7 min)   CONNECTED
SideB   P-- 03/21 14:05:51 (29.7 min)                               IDLE AGENT                              IDLE AGENT

PeripheralID  Side   State            LastStateChange            LastHeardFrom
  5000         A   PIM_ACTIVE  PR   03/21 14:06:24 (29.2 min)    03/21 14:35:24 (13 sec)
  5001         A   PIM_ACTIVE  PR   03/21 14:06:21 (29.2 min)    03/21 14:35:36 (1 sec)
  5002         A   PIM_ACTIVE  PR   03/21 14:06:21 (29.2 min)    03/21 14:35:36 (1 sec)
  5003         A   PIM_ACTIVE  PR   03/21 14:06:21 (29.2 min)    03/21 14:35:36 (1 sec)
  5004         A   PIM_ACTIVE  PR   03/21 14:06:21 (29.2 min)    03/21 14:35:36 (1 sec)
CTIServerNo   Side   State            LastStateChange            LastHeardFrom
  1            A   CTI_ACTIVE       03/21 14:06:09 (29.4 min)    03/21 14:35:36 (0 sec)
OPC Current Tracing Levels
OPC Trace Mask: 0x40
DebugControlFlag1 (0x0):
DebugControlFlag2 (0x10000000): /default
opctest: exit_opc

Make sure that you have all the DNs that are used by a device managed by ICM (Not just your Test Device) that your max lines are set to 2 and busy is set to 1.



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