Cisco Call Manager Features and Services Guide

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Cisco CallManager Features and Services GuideRelease 3.3(2)

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Cisco CallManager Features and Services GuideCopyright ©2002, Cisco Systems, Inc.All rights reserved.

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C O N T E N T S

Preface xv

Purpose xv

Audience xvi

Organization xvi

Related Documentation xvii

Conventions xvii

Obtaining Documentation xix

World Wide Web xix

Documentation CD-ROM xx

Ordering Documentation xx

Documentation Feedback xx

Obtaining Technical Assistance xxi

Cisco.com xxi

Technical Assistance Center xxii

Cisco TAC Web Site xxii

Cisco TAC Escalation Center xxiii

C H A P T E R 1 Cisco CallManager Extension Mobility 1-1

Introducing Cisco CallManager Extension Mobility 1-3

Overview of Cisco CallManager Extension Mobility 1-3

Device Profiles 1-5

User Device Profile 1-5

Autogenerated Device Profile 1-6

Device Profile Summary 1-6

Login and Logout Behavior 1-7

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Login Call Flow 1-8

Logout Call Flow 1-10

System Requirements for Cisco CallManager Extension Mobility 1-11

Interactions and Restrictions 1-12

Interactions 1-12

Cisco CallManager Services Running on the Same Server 1-12

Bulk Administration Tool 1-13

Cisco IP Manager Assistant 1-13

Attendant Console 1-13

Restrictions 1-13

Installing Cisco CallManager Extension Mobility For the First Time 1-14

Upgrading Cisco CallManager Extension Mobility to Cisco CallManager 3.3 (2) 1-15

Configuring Cisco CallManager Extension Mobility 1-17

Configuration Guidelines 1-17

Configuration Example 1 1-18

Configuration Example 2 1-18

Configuration Checklist for Cisco CallManager Extension Mobility 1-19

Starting the Cisco Tomcat Service 1-20

Adding the Cisco CallManager Extension Mobility Service 1-20

Setting the Service Parameters 1-21

Creating the Device Profile for a User 1-23

Associating a User Device Profile to a User 1-25

Subscribing Cisco IP Phones to Cisco CallManager Extension Mobility 1-26

Providing Information to Cisco CallManager Extension Mobility Users 1-28

C H A P T E R 2 Cisco IP Manager Assistant 2-1

Introducing Cisco IPMA 2-2

Overview of Cisco IPMA Architecture 2-2

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Contents

Cisco IPMA Service 2-3

Desktop Interface 2-6

Cisco IP Phone Interface 2-6

Cisco IPMA Database and Directory Access Architecture 2-6

Manager Interfaces 2-7

Assistant Interfaces 2-7

Softkeys 2-8

Manager Assistant Administration Interface 2-8

System Requirements for Cisco IPMA 2-9


Interactions 2-10

Bulk Administration Tool 2-10

Extension Mobility 2-10

Reporting Tools 2-11

Restrictions 2-12

Installing and Activating Cisco IPMA 2-13

Configuring Cisco IPMA 2-14

Configuration Checklist for Cisco IPMA 2-14

System Configuration 2-17

Cisco IPMA Configuration Wizard 2-18

Calling Search Space and Partitions 2-22

Cisco IPMA Route Point 2-24

Cisco IPMA Translation Pattern 2-24

Setting the Service Parameters for Cisco IPMA 2-25

Starting the Cisco Tomcat Service 2-26

Manager and Assistant Device Configuration 2-26

Phones Configuration 2-27

Cisco IP Phone Services 2-28

Manager and Assistant Configuration 2-29

Configuring a Manager and Assigning an Assistant 2-33

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Contents

Configuring Primary and Incoming Intercom Lines for the Manager 2-34

Modifying the Manager Configuration 2-36

Configuring Proxy and Incoming Intercom Lines for the Assistant 2-38

Modifying the Assistant Configuration 2-40

Dial Rules Configuration 2-43

Dial Rules Configuration Design 2-43

Dial Rules Configuration Error Checking 2-44

Adding a Dial Rule 2-45

Modifying a Dial Rule 2-45

Configuring the LDAPConfig.ini File for Corporate Directory Use 2-47

Providing Information to Cisco IPMA Managers and Assistants 2-50

Installing the Assistant Console Application 2-50

Script File Parameters 2-51

Manager Configuration 2-52

Troubleshooting Cisco IPMA 2-52

Where to Find More Information 2-53

C H A P T E R 3 Cisco Call Back 3-1

Introducing Cisco Call Back 3-2

Overview of Cisco Call Back Architecture 3-2

Cisco CTIManager Interface (QBEHelper) 3-3

Cisco CallManager Database Interface (DBL Library) 3-3

Call Back Handler 3-4

Screen Saver and Call Back Dictionary 3-4

Redundancy Manager 3-4

DB Change Notifier 3-4

SDI Trace and Alarm 3-5

Cisco Extended Functions Service Dependency 3-5

Multiple Cisco Extended Functions Applications in a Cluster 3-6

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Contents

How to Use Cisco Call Back 3-7

Cisco Call Back—Normal Operation 3-7

Cisco Call Back—Abnormal Operation 3-7

System Requirements for Cisco Call Back 3-8


Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature 3-10

Configuring Cisco Call Back Feature 3-11

Configuration Checklist for Cisco Call Back 3-11

Creating a Softkey Template with the CallBack Softkey 3-12

Configuring CallBack Softkey Template in Device Pool 3-13

Adding CallBack Softkey Template in Phone Configuration 3-14

Setting the Cisco Extended Functions Service Parameters 3-14

Providing Information to Users for Cisco Call Back Feature 3-16

Troubleshooting Cisco Call Back Feature 3-16


C H A P T E R 4 Music On Hold 4-1

Understanding Music On Hold 4-2

Music On Hold Definitions 4-2

Music On Hold Characteristics 4-4

Music On Hold Functionality 4-5

User Hold Example 4-6

Transfer Hold Example 4-7

Call Park Example 4-7

Supported Music On Hold Features 4-7

Music On Hold Server 4-11

Music On Hold Audio Sources 4-12

Music On Hold CD-ROM 4-12

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Contents

Creating Audio Sources 4-13

Managing Audio Sources 4-14

Multicast and Unicast Audio Sources 4-14

Multicast Configuration Checklist 4-16

Music On Hold System Requirements and Limits 4-17

Music On Hold Failover and Failback 4-18

Music On Hold Configuration Checklist 4-19

Monitoring Music On Hold Performance 4-20

Viewing Music On Hold Server Perfmon Counters 4-21

Checking Service States 4-23

Checking Device Driver States 4-24

Music On Hold Audio Source Configuration 4-26

Configuring Music On Hold Audio Sources 4-26

Adding a Music On Hold Audio Source 4-27

Updating a Music On Hold Audio Source 4-28

Copying a Music On Hold Audio Source 4-29

Deleting a Music On Hold Audio Source 4-30

Music On Hold Audio Source Configuration Settings 4-31

Configuring the Music On Hold Fixed Audio Source 4-34

Music On Hold Fixed Audio Source Configuration Settings 4-35

Music On Hold Server Configuration 4-38

Adding a Music On Hold Server 4-38

Updating a Music On Hold Server 4-39

Copying a Music On Hold Server 4-40

Deleting a Music On Hold Server 4-41

Resetting a Music On Hold Server 4-43

Music On Hold Server Configuration Settings 4-44


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Contents

C H A P T E R 5 Cisco CallManager AutoAttendant 5-1

Understanding Cisco CallManager AutoAttendant 5-2

Cisco CallManager AutoAttendant Overview 5-3

Components of Cisco CallManager AutoAttendant 5-4

Installing and Upgrading Cisco CallManager AutoAttendant 5-5

Hardware and Software Requirements 5-5

Installing or Upgrading Cisco CallManager AutoAttendant 5-6

Installing Cisco CallManager AutoAttendant 5-6

Upgrading or Reinstalling Cisco CallManager AutoAttendant 5-7

Configuring Cisco CallManager AutoAttendant 5-7

Configuring Cisco CallManager 5-8

Adding CTI Route Points in Cisco CallManager 5-8

Adding CTI Ports in Cisco CallManager 5-10

Creating a Cisco CallManager User for Cisco CallManager AutoAttendant 5-11

Configuring the Cisco CRA Engine 5-12

Logging In and Configuring Directory Information 5-13

Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine 5-16

Adding a CTI Port Group 5-17

Provisioning Cisco Media Termination Subsystem 5-19

Adding a New Cisco CallManager AutoAttendant 5-20

Customizing Cisco CallManager AutoAttendant 5-22

Modifying an Instance of Cisco CallManager AutoAttendant 5-22

Configuring Prompts 5-23

Managing Cisco CallManager AutoAttendant 5-28

A P P E N D I X A Troubleshooting Features and Services A-1

Troubleshooting Cisco CallManager Extension Mobility A-1

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Troubleshooting General Problems with Cisco CallManager Extension Mobility A-2

Troubleshooting Cisco CallManager Extension Mobility Error Messages A-3

Troubleshooting Cisco IP Manager Assistant A-8

IPMAConsoleInstall.jsp Displays Error: Exception While Getting Service Parameters A-9

Symptom A-9

Probable Cause A-10

Corrective Action A-10

IPMAConsoleInstall.jsp Displays Error: No Page Found Error A-10

Symptom A-10

Probable Cause A-10


Symptom A-11

Probable Cause A-11


Symptom A-12

Probable Cause A-12


Symptom A-13

Probable Cause A-13


Exception: java.lang.ClassNotFoundException: InstallerApplet.class A-13

Symptom A-13

Probable Cause A-13


Automatic Installation of MS Virtual Machine is No Longer Provided for Download A-14

Symptom A-14

Probable Cause A-14


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User Authentication Fails A-15

Symptom A-15

Probable Cause A-15


Assistant Console Displays Error: Cisco IPMA Service Unreachable A-16

Symptom A-16

Probable Cause A-16


Symptom A-17

Probable Cause A-17


Symptom A-18

Probable Cause A-18


New Manager Is Not Created As Expected A-19

Symptom A-19

Probable Cause A-19


Assistant Assignment Does Not Change As Expected A-20

Symptom A-20

Probable Cause A-20


Assistant Proxy Lines Contain Blank Fields For Manager A-21

Symptom A-21

Probable Cause A-21


Manager or Assistant Search Is Slow A-21

Symptom A-21

Probable Cause A-21


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Contents

Calls Do Not Get Routed When Filtering is On or Off A-22

Symptom A-22

Probable Cause A-22


Symptom A-23

Probable Cause A-23


Symptom A-23

Probable Cause A-24


Updated User Information Is Lost A-24

Symptom A-24

Probable Cause A-24


Symptom A-25

Probable Cause A-25


Symptom A-25

Probable Cause A-25


Manager is Logged Out While the Service Is Still Running A-25

Symptom A-25

Probable Cause A-26


Troubleshooting Cisco CallManager AutoAttendant A-27

No Matches for an Existing User A-27

Symptom A-27

Probable Cause A-27


Cisco CallManager AutoAttendant Prompt is Not Found A-28

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Symptom A-28

Probable Cause A-28


IP IVR Server Does not Start After Cisco CallManager Upgrade A-28

Symptom A-28

Probable Cause A-28


JTAPI Subsystem is in Partial Service A-29

Symptom A-29

Probably Cause A-29


Cisco CallManager Automated Attendant prompt is not played A-29

Symptom A-29

Possible Cause A-30


Dial By Name Does Not Find the Specified User A-30

Symptom A-30

Probable Cause A-30


Uploaded the Spoken Name, But it Keeps Spelling the Name A-31

Symptom A-31

Probable Cause A-31


Digits Entered, But Announcement Continues When Calling From an IOS Voice Gateway A-31

Symptom A-31

Probably Cause A-31


User Does Not Hear Announcements: If User Dials 1 and Then Extension Followed by Hash (#), Call Gets Through to User A-32

Symptom A-32

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Contents

Probable Cause A-32


Cannot Dial Using g.729 Codec A-32

Symptom A-32

Probable Cause A-33


IN D E X

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Preface

This preface describes the purpose, audience, organization, and conventions of this guide and provides information on how to obtain related documentation.

The preface covers these topics:

• Purpose, page xv

• Audience, page xvi

• Organization, page xvi

• Related Documentation, page xvii

• Conventions, page xvii

• Obtaining Documentation, page xix

• Obtaining Technical Assistance, page xxi

PurposeThe Cisco CallManager Features and Services Guide provides the information that you need to understand, install, configure, manage, use, and troubleshoot Cisco CallManager features.

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Audience

AudienceThe Cisco CallManager Features and Services Guide provides information for network administrators who are responsible for managing the Cisco CallManager system. This guide requires knowledge of telephony and IP networking technology.

OrganizationThe following table provides an overview of the organization of this guide.

Chapter Description

Cisco CallManager Extension Mobility

Provides a description and configuration procedures for Cisco CallManager Extension Mobility for Cisco CallManager 3.3.

Cisco IP Manager Assistant

Provides a description and configuration procedures for Cisco IP Manager Assistant for Cisco CallManager.

Cisco Call Back Provides a description and configuration procedures for Cisco Call Back for Cisco CallManager.

Music On Hold Provides a description and configuration procedures for Cisco Music On Hold.

Cisco CallManagerAutoAttendant

Provides a description and configuration procedures for Cisco CallManager AutoAttendant.

Troubleshooting Features and Services

Contains error and recovery procedures for Cisco CallManager Extension Mobility, Cisco IPMA, and Cisco AutoAttendant.

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Related Documentation

Related DocumentationRefer to the following documents for further information about related Cisco IP telephony applications and products:

• Installing Cisco CallManager Release 3.3

• Upgrading Cisco CallManager Release 3.3

• Cisco CallManager Release Backup and Restore

• Release Notes for Cisco CallManager Release 3.3

• Cisco CallManager System Guide

• Cisco CallManager Administration Guide

• Cisco CallManager Serviceability System Guide

• Cisco CallManager Serviceability Administration Guide

• Troubleshooting Guide for Cisco CallManager

• Cisco IP Phone Administration Guide for Cisco CallManager

• Bulk Administration Tool Guide for Cisco CallManager

ConventionsThis document uses the following conventions:

Convention Description

boldface font Commands and keywords are in boldface.

italic font Arguments for which you supply values are in italics.

[ ] Elements in square brackets are optional.

{ x | y | z } Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ] Optional alternative keywords are grouped in brackets and separated by vertical bars.

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Conventions

Notes use the following convention:

Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication.

Timesavers use the following conventions:

Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph.

string A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.

screen font Terminal sessions and information the system displays are in screen font.

boldface screen font

Information you must enter is in boldface screen font.

italic screen font Arguments for which you supply values are in italic screen font.

This pointer highlights an important line of text in an example.

^ The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key.

< > Nonprinting characters, such as passwords, are in angle brackets.

Action > Reports Command paths in a graphical user interface (GUI).

Convention Description

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Obtaining Documentation

Tips use the following conventions:

Tip Means the information contains useful tips.

Cautions use the following convention:

Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data.

Warnings use the following conventions:

Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents.

Obtaining DocumentationThe following sections explain how to obtain documentation from Cisco Systems.

World Wide WebYou can access the most current Cisco documentation on the World Wide Web at the following URL:


Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

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Obtaining Documentation

Documentation CD-ROMCisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering DocumentationCisco documentation is available in the following ways:

• Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

• Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

• Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation FeedbackYou can submit comments electronically on Cisco.com. In the Cisco Documentation home page, click the Fax or Email option in the “Leave Feedback” section at the bottom of the page.

You can e-mail your comments to [email protected].

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http://www.cisco.com/cgi-bin/order/order_root.pl

http://www.cisco.com/go/subscription

Obtaining Technical Assistance

You can submit your comments by mail by using the response card behind the front cover of your document or by writing to the following address:

Cisco SystemsAttn: Document Resource Connection170 West Tasman DriveSan Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical AssistanceCisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.comCisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

• Streamline business processes and improve productivity

• Resolve technical issues with online support

• Download and test software packages

• Order Cisco learning materials and merchandise

• Register for online skill assessment, training, and certification programs

If you want to obtain customized information and service, you can self-register on Cisco.com. To access Cisco.com, go to the following URL:


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Technical Assistance CenterThe Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Cisco TAC inquiries are categorized according to the urgency of the issue:

• Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

• Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

• Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

• Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

The Cisco TAC resource that you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

You can use the Cisco TAC Web Site to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

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http://www.cisco.com/tac



If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC Web Site, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, we recommend that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses priority level 1 or priority level 2 issues. These classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer automatically opens a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.

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http://www.cisco.com/tac/caseopen

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml


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Cisco CalOL-3030-01

C H A P T E R 1
CiscoCallManager ExtensionMobility
The Cisco CallManager Extension Mobility feature allows users to temporarily access their Cisco IP Phone configuration, such as their line appearances, services and speed dials, from other Cisco IP Phones.

With Cisco CallManager Extension Mobility, several employees can share office space on a rotational basis instead of having a designated office. This approach proves useful in environments such as sales offices and consulting firms where employees do not routinely conduct business in the same place or keep the same hours every day.

Cisco CallManager 3.1 introduced Cisco CallManager Extension Mobility running on the Cisco Customer Response Application (Cisco CRA) 2.2 engine. With Cisco CallManager 3.3 (2) and later, the Cisco CallManager Extension Mobility application and the Cisco CallManager Extension Mobility service in Cisco CallManager provide the extension mobility functionality. The feature no longer requires the Cisco CRA engine.

Note For information on the Cisco CallManager Extension Mobility feature in Cisco CallManager 3.1 and Cisco CallManager 3.2, refer to the Cisco CallManager Extended Services Administrator’s Guide.

1-1lManager Features and Services Guide

Chapter 1 Cisco CallManager Extension Mobility

Cisco CallManager Extension Mobility with Cisco CallManager 3.3 (2) provides the following enhancements:

• One Cisco IP Phone Service, the Cisco CallManager Extension Mobility service, performs the functionality for both the login service and the logout service.

• The Service Parameters settings apply clusterwide.

• You can specify Alphanumeric/Numeric user IDs for the user logins, instead of just Alphanumeric user IDs. The user IDs are still case-sensitive.

• Users with multiple device profiles can choose which profile to use when they log into a Cisco IP Phone.

This chapter provides the following information about Cisco CallManager Extension Mobility:

• Introducing Cisco CallManager Extension Mobility, page 1-3

• System Requirements for Cisco CallManager Extension Mobility, page 1-11

• Interactions and Restrictions, page 1-12

• Installing Cisco CallManager Extension Mobility For the First Time, page 1-14

• Upgrading Cisco CallManager Extension Mobility to Cisco CallManager 3.3 (2), page 1-15

• Configuring Cisco CallManager Extension Mobility, page 1-17

• Providing Information to Cisco CallManager Extension Mobility Users, page 1-28

For information on resolving problems with Cisco CallManager Extension Mobility, see Troubleshooting Cisco CallManager Extension Mobility, page A-1.

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Chapter 1 Cisco CallManager Extension MobilityIntroducing Cisco CallManager Extension Mobility

Introducing Cisco CallManager Extension MobilityThe following sections will help you to understand Cisco CallManager Extension Mobility so that you can configure and troubleshoot the feature:

• Overview of Cisco CallManager Extension Mobility, page 1-3

• Device Profiles, page 1-5

• Login and Logout Behavior, page 1-7

• Login Call Flow, page 1-8

• Logout Call Flow, page 1-10

Overview of Cisco CallManager Extension MobilityCisco CallManager Extension Mobility (an XML-based authentication feature) is comprised of the Cisco CallManager Extension Mobility application and the Cisco CallManager Extension Mobility service. The feature, along with other Cisco CallManager services such as Cisco IP Manager Assistant (IPMA) and CDR Analysis and Reporting (CAR), uses the Cisco Tomcat Service.

Cisco CallManager Extension Mobility is automatically installed with Cisco CallManager 3.3 (2) and later. Then you configure Cisco CallManager Extension Mobility in CallManager Administration. On the System Parameters page, you can define how the feature will work in your system. For example, you can specify duration limits on phones and enable an automatic logout time for all users.

The Cisco CallManager Extension Mobility feature works on phones within a single Cisco CallManager cluster only.

Cisco CallManager Extension Mobility supports a maximum number of operations (logins and logouts) of 2000 per hour.

Users access Cisco CallManager Extension Mobility by pressing the Services button on Cisco IP 7960 or 7940 Phones and then entering login information in the form of a Cisco CallManager UserID and a Personal Identification Number (PIN). If a user has more than one device profile, a prompt displays on the phone asking the user to choose a device profile for use with Cisco CallManager Extension Mobility.


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When a user logs in, the Cisco CallManager Extension Mobility application receives the XML-over-HTTP request for user authentication and verifies the information against the Cisco IP Telephony Directory. (See Figure 1-1.) On authentication, the phone automatically reconfigures with the individual user device profile information.

Users log out by pressing the Services button and choosing logout. If users do not log out themselves, the system will automatically log them out if you configured the Service Parameters to do so. Or, the next user of the phone can log out the previous user. After logout, Cisco CallManager sends the original user profile to the phone and restarts the phone.

Figure 1-1 Cisco CallManager Extension Mobility

CiscoCallManager

ExtensionMobility

Application

DatabaseLayer(DBL)

CiscoCallManager

ExtensionMobilityService 77

078

Cisco IPTelephonyDirectory

Enterprisedatabase

LDAP

XML/HTTP IP

Cisco CallManagerExtension Mobility


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Device ProfilesA device profile defines the attributes of a particular device. A device profile includes information such as the phone template (the only required field), user locale, and subscribed services.

However, the device profile is not associated with a physical phone; a device profile can be viewed as a template for a physical phone. It has all the properties of a device except those which are explicitly tied to a device, like MAC address or directory URL, for example.

When a device profile has been loaded onto a device, that device adopts the attributes of that device profile.

User Device Profile

As system administrator, you configure a user device profile for each individual user. Using the Cisco CallManager User Options web page, a user can access this profile and make changes, such as adding a service, for example.

After you assign the user device profile to a user, the phone picks up the attributes of that device profile when the user logs in.

You can add, modify or delete a user device profile in the Cisco CallManager administration pages.

Note Only the Cisco IP Phone 7960-based user device profile may be added in Cisco CallManager 3.3 (2).


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Autogenerated Device Profile

The autogenerated device profile is a special device profile that gets generated when you configure a phone for Cisco CallManager Extension Mobility and choose “Use Current Settings” from the Phone Configuration window. The autogenerated device profile then associates with a specific phone to be the logout device profile.

Note Cisco strongly recommends that you configure Cisco CallManager Extension Mobility to use the autogenerated device profile, not the user device profile.

An autogenerated device profile cannot be associated with a user. An autogenerated device profile can only be loaded onto a device when there is no user logged in. You can modify the autogenerated device profile, but not delete it.

Modifications of the autogenerated device profile may be overwritten by Phone Updating.

Device Profile Summary

Once you enable Cisco CallManager Extension Mobility for a Cisco IP Phone, the phone uses a device profile as described here:

• When a user is logged in, the device will use that user’s user device profile.

• If no one is logged in, the phone will use a logout device profile.

Related Topics:

• Overview of Cisco CallManager Extension Mobility, page 1-3


• Creating the Device Profile for a User, page 1-23


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Login and Logout BehaviorThis section describes how login and logout works from the user’s perspective. Use this information to respond to questions or problems that users may encounter.

Tip Make this information available to your users by providing them with the Cisco IP Phone 7960 and 7940 Series User Guide.

• It is recommended that you direct your users to log in to their phones at the beginning of the work day. This practice ensures that their user device profile gets loaded on their phone. If they make changes to their profile on the Cisco CallManager User Options window, the changes will apply wherever they log in again. The change will not be applied if the user is already logged in.

• If the User Locale associated with the login user or profile is not the same as the locale or device, after a successful login, the phone will perform a restart followed by a reset. This occurs because the phone configuration fill is being rebuilt. Add-on module mismatches between profile and device may have the same behavior.

• You can establish a time limit so that Cisco CallManager Extension Mobility automatically logs out users after a certain time throughout the cluster:

– At the Enforce Maximum Login Time, choose True to specify a maximum time for logins and then set the maximum login time.

– Enable Auto Logout.

See the “Setting the Service Parameters” section on page 1-21.

• You can set the service parameter to allow for multiple login. If you set multiple login not allowed, Cisco CallManager Extension Mobility supports only one login at a time on a device. Subsequent logins will fail until the user logs out.

• If Auto Logout is not enabled, if users forget to log out of a phone, as system administrator, you can log them out. Or, another user can log them out when the second user tries to log in to that phone.


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• If users are logged out of a Cisco IP Phone that has the Cisco CallManager Extension Mobility feature configured for it, they cannot make calls or check voice-mail messages from that phone until they log in. If they can hear a busy signal after pressing the Messages button or any key on the touchtone key pad, then they must log in before using the phone.

• Users can log in to a phone that is off the hook; however, their Cisco IP Phone will not assume their settings until they go on hook. When they go on hook after logging in, their phone will display a “Resetting...” message and then their phone settings will be available from that phone.

• A user’s Cisco CallManager Extension Mobility profile does not maintain ring type, contrast settings, and volume settings; users configure these settings directly on the Cisco IP Phone.

• The feature works within a single Cisco CallManager cluster only.

Related Topics:

• Device Profiles, page 1-5


Login Call FlowThis section describes the flow of events for the Cisco CallManager Extension Mobility login from a system perspective. Understanding the call flow will help you troubleshoot problems you may have with the feature.

1. A user presses the Services button on the Cisco IP phone and requests to log in. This action invokes a URL for the Cisco CallManager Extension Mobility application.

2. The phone sends a formatted XML/HTTP query to the Cisco CallManager Extension Mobility service to determine the state of the phone. The service responds in an XML format with “No one logged in.”

3. The application prompts the user for UserID and PIN. The user enters the UserID and PIN and presses the Submit soft key.

4. The phone performs a HTTP request and the application tries to authenticate the UserID and PIN.


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5. If the UserID and PIN cannot be authenticated, the phone displays “Authentication Error.”

If the UserID and PIN is authenticated, the application queries the Cisco IP Telephony Directory to get the list of device profiles associated with the user.

6. The directory responds with the list of the user’s device profile(s). If the list has more than one entry, the phone displays the device profiles from which the user can choose.

7. When the user chooses an entry from this list (or if the list has only one entry), the application generates the XML for the service.

8. The application determines the URL of the service and posts, via HTTP, the generated XML login request to this URL.

Note Cisco CallManager Extension Mobility looks up the URL in the Cisco IP Telephony Directory on the first instance only; the URL is then stored as a static variable.

9. The service responds in a defined XML format to the request with a Success (or Failure) message.

10. The application returns the correct notification to the device; the user sees a “Login Successful” message on the phone. The phone restarts with the user’s device profile.

Related Topics:


• Logout Call Flow, page 1-10

• Troubleshooting Cisco CallManager Extension Mobility, page A-1


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Logout Call FlowThis section describes the flow of events for the Cisco CallManager Extension Mobility logout from a system perspective. Understanding the call flow will help you troubleshoot any problems that you may have with the Cisco CallManager Extension Mobility feature.

1. A user presses the Services button on the Cisco IP Phone and requests to log out. This action invokes a URL for the Cisco CallManager Extension Mobility application.

2. The application generates the XML to query the Cisco CallManager Extension Mobility service for the current state of the device.

3. The service responds to the application with the current state of device; for example, <userID> is logged in.

4. The application prompts the user to confirm that they want to log out.

5. When the user presses the Yes soft key to confirm that they want to log out, the application generates XML for the logout operation.

6. The application looks up the service URL and posts, via HTTP, the generated XML to the URL.

7. The service responds to the application request with a Success or Failure message in an XML format.

8. The application parses the received XML and creates an XML response message.

9. The XML gets returned as a suitable notification to the device, and the phone displays “Logout successful” to the user.

10. The phone restarts to load the original user profile.

Related Topics:




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Chapter 1 Cisco CallManager Extension MobilitySystem Requirements for Cisco CallManager Extension Mobility

System Requirements for Cisco CallManager Extension Mobility

This version of Cisco CallManager Extension Mobility requires the following software components to operate:

• Cisco CallManager 3.3 (2) or later

Note Cisco CallManager 3.1 introduced Cisco CallManager Extension Mobility running on the Cisco Customer Response Application (Cisco CRA) 2.2 engine. With Cisco CallManager 3.3 (2) and later, the Cisco CallManager Extension Mobility application and the Cisco CallManager Extension Mobility service in Cisco CallManager provide the extension mobility functionality. The feature no longer requires the Cisco CRA engine.

• Microsoft Windows 2000

The following phones support Cisco CallManager Extension Mobility:

• Cisco IP Phone 7960

• Cisco IP Phone 7940

Note Cisco IP Phone 7960 and 7940 running Cisco CallManager Extension Mobility may be equipped with Cisco 7914 Expansion Modules.

With Cisco CallManager 3.3 (2), Cisco CallManager Extension Mobility is installed automatically on the same server with Cisco CallManager. You do not require an additional server. Cisco CallManager Extension Mobility can be run on any server in a Cisco CallManager cluster.

Related Topics:

• Introducing Cisco CallManager Extension Mobility, page 1-3


• Installing Cisco CallManager Extension Mobility For the First Time, page 1-14


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Chapter 1 Cisco CallManager Extension MobilityInteractions and Restrictions

Interactions and RestrictionsThe following sections describe how Cisco CallManager Extension Mobility interacts with other Cisco CallManager services and restrictions for Cisco CallManager Extension Mobility.

InteractionsThe following sections describe how Cisco CallManager Extension Mobility interacts with Cisco CallManager applications:

• Cisco CallManager Services Running on the Same Server, page 1-12

• Bulk Administration Tool, page 1-13

• Cisco IP Manager Assistant, page 1-13

• “Attendant Console” section on page 1-13

Cisco CallManager Services Running on the Same Server

Cisco CallManager Extension Mobility can run on the same Cisco CallManager server with Cisco IP Manager Assistant (IPMA) and CDR Analysis and Reporting (CAR).

These services use the Cisco Tomcat Service. It may be necessary to stop and start the Cisco Tomcat Service to enable a Cisco CallManager service or some aspect of a service. For example, you restart the Cisco Tomcat Service to enable the Cisco CallManager Extension Mobility Trace Files. You also restart the Cisco Tomcat Service to enable IPMA.

Caution Restarting the Cisco Tomcat Service will disrupt other services that use the Cisco Tomcat Service. Cisco recommends that you restart the Cisco Tomcat Service at a non-critical time to reduce the impact to these services. Cisco also recommends that you back up your system prior to restarting the Cisco Tomcat Service.


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Chapter 1 Cisco CallManager Extension MobilityInteractions and Restrictions

Bulk Administration Tool

You can use the Bulk Administration Tool (BAT) to add and delete a number of user device profiles for Cisco CallManager Extension Mobility at one time. Refer to the Cisco CallManager Bulk Administration Tool User Guide for more information.

Related Topics

• Associating a User Device Profile to a User, page 1-25


A manager who uses Cisco CallManager Extension Mobility feature can simultaneously use Cisco IP Manager Assistant (IPMA). The manager logs into the Cisco IP Phone by using Cisco CallManager Extension Mobility and then chooses the Cisco IPMA service. When the IPMA service starts, the manager can access assistants and all IPMA features (such as call filtering and Do Not Disturb).

For more information about Cisco IPMA, see the Cisco IP Manager Assistant chapter.

Attendant Console

Cisco CallManager Extension Mobility cannot be used with Attendant Console.

RestrictionsThe following restrictions apply to Cisco CallManager Extension Mobility:

• The Cisco CallManager Extension Mobility feature works on phones within a single Cisco CallManager cluster only.

• The characters displayed when a user tries to enter his UserID depends on the current locale of the phone. For example, if the phone is currently in the English locale (based on the Logout profile of the phone), the user is able to enter English characters only in the UserID.


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Chapter 1 Cisco CallManager Extension MobilityInstalling Cisco CallManager Extension Mobility For the First Time

• If the User Locale associated with the login user or profile is not the same as the locale or device, after a successful login, the phone will perform a restart followed by a reset. This occurs because the phone configuration file is being rebuilt. Add-on module mismatches between profile and device may have the same behavior.

• The Cisco CallManager Extension Mobility feature requires a physical Cisco IP Phone for login. Users of office phones that are configured with Cisco CallManager Extension Mobility cannot log in to their phones remotely.

Installing Cisco CallManager Extension Mobility For the First Time

When you install Cisco CallManager 3.3 (2), Cisco CallManager Extension Mobility automatically gets installed on any server in the Cisco CallManager cluster. Refer to the Cisco CallManager documentation for information on installing Cisco CallManager.

When you install Cisco CallManager 3.3 (2), make sure that you also install the Cisco IP Telephony Locale Installer on every server in the cluster. Installing the locale installer ensures that you have the latest translated text available for user web pages and phone displays. For more information, refer to the Cisco IP Telephony Locale Installer documentation.

After you install Cisco CallManager 3.3 (2) and the Cisco IP Telephony Locale Installer, perform the procedures in the “Configuring Cisco CallManager Extension Mobility” section on page 1-17.

Related Topics:

• System Requirements for Cisco CallManager Extension Mobility, page 1-11


• Configuring Cisco CallManager Extension Mobility, page 1-17


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Chapter 1 Cisco CallManager Extension MobilityUpgrading Cisco CallManager Extension Mobility to Cisco CallManager 3.3 (2)

Upgrading Cisco CallManager Extension Mobility to Cisco CallManager 3.3 (2)

Before You Begin

Before you upgrade Cisco CallManager Extension Mobility:

1. Complete all procedures to upgrade your system to Cisco CallManager 3.3 (2).

2. Make sure that you have installed the Cisco IP Telephony Locale Installer on every server in the cluster. Installing the locale installer ensures that you have the latest translated text available for user web pages and phone displays. For more information, refer to the Cisco IP Telephony Locale Installer documentation.

If you have Cisco CallManager Extension Mobility configured with Cisco CallManager 3.1 or 3.2, use the following procedure to update the existing Login Service and the Logout Service to run on Cisco CallManager 3.3 (2).

Procedure

Step 1 From Cisco CallManager Administration, choose Features > Cisco IP Phone Services.

Step 2 From the Cisco IP Phone Services list, choose Login Service and click Update.

Step 3 From the Cisco IP Phone Services list, choose Logout Service and click Update.

Note Users will continue to see the existing names for the Login Service and Logout Service display on their phones when they press the Services button. To change the name (to Extension Mobility Service, for example) delete the Login Service and the Logout Service, add the new name for the service, and click Update.


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Chapter 1 Cisco CallManager Extension MobilityUpgrading Cisco CallManager Extension Mobility to Cisco CallManager 3.3 (2)

Step 4 At the Service URL field, enter the IP address of the Cisco CallManager server:

http://<IPAddress of CallManager>/emapp/EMAppServlet?device=#DEVICENAME#

where IPAddressofCallManager is the IP Address of the Cisco CallManager where Cisco CallManager Extension Mobility is installed.

Caution Because the URL is case-sensitive, make sure that you enter the name exactly as described.

Step 5 In the Cisco IP Phone Services Configuration window, click Update Subscriptions to apply the service changes and to rebuild all user subscriptions.

Note If you change the service URL, remove a phone service parameter, or change the name for a phone service parameter, you must update subscriptions.

Step 6 Because the Service Parameters settings apply clusterwide in Cisco CallManager 3.3 (2), you may need to re-enter settings that were changed for Cisco CallManager Extension Mobility in Cisco CallManager 3.1 or 3.2. See the “Setting the Service Parameters” section on page 1-21.

Cisco CallManager Extension Mobility is now ready to run with Cisco CallManager 3.3 (2).

Related Topics:




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Chapter 1 Cisco CallManager Extension MobilityConfiguring Cisco CallManager Extension Mobility

Configuring Cisco CallManager Extension MobilityReview the Configuration Guidelines before you configure the feature. If you are unsure how device profiles work, refer to the “Device Profiles” section on page 1-5. Then, perform the configuration procedures in the sequence shown in the Configuration Checklist:

• Configuration Guidelines, page 1-17

• Configuration Example 1, page 1-18


• Configuration Checklist for Cisco CallManager Extension Mobility, page 1-19

Configuration GuidelinesTo avoid problems deploying Cisco CallManager Extension Mobility, be sure to follow these configuration guidelines:

• If you want to enable all phones within a Cisco CallManager cluster for Cisco CallManager Extension Mobility, do not allow the users to control these phones.

– In this scenario, when users go to their Cisco CallManager User Options web page to change their services, they must choose “Device Profiles” from the “Select a device to configure” drop-down list. They cannot control an individual phone nor modify the settings for an individual phone.

– As administrator, you can change the services for a phone by using Cisco CallManager Administration. After making the changes, if you update on the main window (not the popup menu), you must reset the phone for the changes to take effect. This action ensures that the new snapshot gets stored as the logout profile.

Note If the Enterprise Parameter “Synchronization between Auto Device Profile and Phone Configuration” is set to True, the auto device profile is automatically updated and you do not need to update on the main window.


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• If a particular user controls a device, for example, his office phone, do not allow anyone else to log in to that device.

Caution The Cisco CallManager Extension Mobility feature will not operate properly if you allow users to access another user’s assigned phone.

Related Topics:




Configuration Example 1In a typical Cisco CallManager Extension Mobility scenario:

• All employees are users of Cisco CallManager Extension Mobility.

• All users have a device profile.

• Users do not control individual phones and they cannot modify settings for an individual phone.

• Users need to log in to a phone before they can use it.

• Users have access to common devices, such as lobby phones, conference room phones, and cubicle phones that are meant to be shared.

• When users go to their Cisco CallManager User Options web page to change services or speed dials, they can choose only their device profiles from the “Select a device to configure” drop-down menu. This ensures that changes users make to their services will follow them to any Cisco IP Phone once they log in.

Configuration Example 2In another typical Cisco CallManager Extension Mobility scenario:

• Each user has an assigned phone.


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• Each user has a device profile that follows the user to every device to which the user logs in.

• Each user has access to common devices, such as lobby phones, conference room phones, and cubicle phones that are configured to be shared.

• In this scenario, no one can use anyone else’s assigned phone.

Related Topics:



Configuration Checklist for Cisco CallManager Extension Mobility

Perform the procedures in the order shown in Table 1-1 to configure Cisco CallManager Extension Mobility.

Table 1-1 Configuration Checklist for Cisco CallManager Extension Mobility

Configuration Steps Related Procedures and Topics

Step 1 Start the Cisco Tomcat Service, the NT Service that administers Cisco CallManager Extension Mobility.

Starting the Cisco Tomcat Service, page 1-20

Step 2 Add the Cisco CallManager Extension Mobility service.

Adding the Cisco CallManager Extension Mobility Service, page 1-20

Step 3 Configure administration parameters:

• Define a maximum login time.

• Define the multi-login behavior, that is, whether you allow the user to log in to more than one device at a time.

• Enable the Cisco CallManager Extension Mobility debug traces.

Setting the Service Parameters, page 1-21

Step 4 Create the Device Profile for a User Creating the Device Profile for a User, page 1-23


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Starting the Cisco Tomcat ServiceCisco CallManager Extension Mobility gets administered as an NT Service with the name Cisco Tomcat. Start or stop the Cisco CallManager Extension Mobility service by choosing Start or Stop of the NT Service called Cisco Tomcat under Start > Programs > Administrative Tools > Services.

Related Topics:


• Adding the Cisco CallManager Extension Mobility Service, page 1-20

Adding the Cisco CallManager Extension Mobility ServiceTo add the Cisco CallManager Extension Mobility service, perform the following steps:

Procedure

Step 1 From Cisco CallManager Administration, choose Features > Cisco IP Phone Services.

Step 2 At the Service Name field, enter a name for the service.

Step 5 Associate a User Device Profile to a User Associating a User Device Profile to a User, page 1-25

Step 6 Configure and subscribe Cisco IP Phones to the feature.

Cisco IP Phone Configuration, Cisco CallManager Administration Guide

Subscribing Cisco IP Phones to Cisco CallManager Extension Mobility, page 1-26

Table 1-1 Configuration Checklist for Cisco CallManager Extension Mobility (continued)



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The user sees this name on the phone when the user presses the Services button. Use a meaningful name, for example, Extension Mobility.

Step 3 At the Service URL field, enter the IP address of the Cisco CallManager server:

http://<IPAddress of CallManager>/emapp/EMAppServlet?device=#DEVICENAME#

where IPAddressofCallManager is the IP Address of the Cisco CallManager where Cisco CallManager Extension Mobility is installed.

Caution Because the URL is case-sensitive, make sure that you enter the name exactly as described.

Step 4 At the Character Set drop-down menu, choose the language that the user will see display on the phone.

Step 5 Click Insert and click Update.

Related Topics:


• Starting the Cisco Tomcat Service, page 1-20

• Setting the Service Parameters, page 1-21

Setting the Service ParametersWith Cisco CallManager 3.3 (2) and later, the Service Parameters settings apply clusterwide.

To set the Service Parameters for Cisco CallManager Extension Mobility, perform the following steps:

Procedure

Step 1 From Cisco CallManager Administration, choose Service > Service Parameters.

The Service Parameters Configuration window displays.


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Step 2 From the drop-down menu, choose the server that is running the Cisco CallManager Extension Mobility service.

Step 3 From the Services drop-down menu, choose the service that you added in the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20, for example, Extension Mobility.

A new Service Parameters Configuration page displays.

Step 4 At the Login Service Enabled field, choose True to enable the user login service. Choosing False disables the user login service.

The default value specifies False.

Step 5 At the Enforce Maximum Login Time, choose True to specify a clusterwide maximum time for logins. After this time, the system automatically logs out the device.

Choosing False means that no clusterwide maximum time for logins exists.


Tip To set an automatic logout, you must choose True in Step 6 and also specify a system maximum login time in Step 7. Cisco CallManager then uses the automatic logout service for all logins.

Step 6 If you specified True at the Maximum Login Time field in Step 5 of this procedure, specify the maximum login time in Hours:Minutes from 0:01 to 168:00 (1 minute to one week).

The default value specifies 8:00 (8 hours).

Step 7 At the Multi Login Behavior field, choose one of the following responses:

• Multiple Logins Allowed: A user can log in to more than one device at a time.

• Multiple Logins Not Allowed: The second and subsequent login attempts after a user successfully logs in once will fail.

• Auto Logout: After a user logs in to a second device, the Cisco CallManager automatically logs the user out of the first device.

The default value specifies Multiple Logins Not Allowed.


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Step 8 At the Debug Traces On field, choose True to enable the Cisco CallManager Extension Mobility Application debug tracing.


Step 9 At the Alphanumeric Userid field, choose True to allow the UserID to contain alphanumeric characters. Choosing False allows the UserID to contain numeric characters only.


Step 10 From the 7940 Phone Template for EM Login drop-down menu, choose the name of the preferred Cisco IP Phone 7940 Phone Template to be used when logging in to a Cisco IP Phone 7940.

The default value specifies Standard 7940.

Step 11 Click Update.

Related Topics:


• Adding the Cisco CallManager Extension Mobility Service, page 1-20

• Creating the Device Profile for a User, page 1-23

Creating the Device Profile for a UserThe Device Profile contains attributes such as name, description, phone template, add-on modules, directory numbers, subscribed services, and speed-dial information.

Note Before proceeding, you must ensure that a device profile name and phone button template(s) are configured. Refer to the Cisco CallManager Administration Guide.

To add a device profile for a new user of Cisco CallManager Extension Mobility, perform the following procedure.


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Procedure

Step 1 From Cisco CallManager Administration, choose Device > Device Settings > Device Profile.

The page refreshes to the Find and List Device Profiles window.

Step 2 Click the Add a New User Device Profile link in the upper, right corner.

The User Device Profile Configuration window displays.

Step 3 At the User Device Profile Name field, enter a name of your choice for the device profile. You can make this text anything that describes this particular user device profile.

Step 4 From the Phone Button Template field, use the drop-down list to choose Standard 7960.

Step 5 You can configure one or two Cisco IP Phone 7914 Expansion Modules for this device profile by choosing from the add-on module drop-down lists.

Note You may view a phone button list at any time by choosing the View button list link next to the phone button template fields. A separate window pops up and displays the phone buttons for that particular expansion module.

Step 6 Click Insert.

The Directory Number Configuration page displays.

Step 7 At the Directory Number field, enter the directory number and click Insert.

Step 8 The following prompt displays: The Directory Number has been assigned to the current device. Click OK to return to the current device.

Click OK.

Step 9 The page refreshes to the User Device Profile Configuration window for this device profile.

On the User Device Profile Configuration window, choose Update service.

Step 10 To update services, choose the service that you added in the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20.


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Step 11 Click Continue.

Step 12 Click Subscribe.

Related Topics:


• Setting the Service Parameters, page 1-21


Associating a User Device Profile to a UserYou associate a User Device Profile to a user in the same way that you associate a physical device.

Tip You can use the Bulk Administration Tool (BAT) to add and delete a number of user device profiles for Cisco CallManager Extension Mobility at one time. Refer to the Cisco CallManager Bulk Administration Tool User Guide for more information.

To associate a user device profile to a user for Cisco CallManager Extension Mobility, follow these steps:

Procedure

Step 1 From Cisco CallManager Administration, choose User > Add a New User.

Step 2 At the Add a New User window, enter the first name (for example, jean), last name (for example, brody), and UserID (for example, jbrody).

Tip With Cisco CallManager 3.3 (2) and later, you can specify Alphanumeric/Numeric user IDs for the user logins, instead of just Alphanumeric user IDs. The user IDs remain case-sensitive.


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Step 3 At the User Password and Confirm Password fields, enter a password of your choice.

Step 4 At the PIN field, enter a numeric Personal Identification Number (PIN) of your choice. Confirm the PIN number.

Step 5 To save your changes and add the user, click Insert.

Step 6 From the left pane, choose Extension Mobility.

Step 7 Click Select Profiles to display the profile that you created in the “Creating the Device Profile for a User” section on page 1-23.

Step 8 Scroll and click on the box next to the device profile to choose the appropriate profile.

Note The first profile checked becomes the default profile.


Related Topics:

• Subscribing Cisco IP Phones to Cisco CallManager Extension Mobility, page 1-26

Subscribing Cisco IP Phones to Cisco CallManager

Extension Mobility

Prerequisite

You must configure the Cisco IP Phone 7960 and 7940 in Cisco CallManager before you subscribe the phones to Cisco CallManager Extension Mobility. To configure the phones, refer to the “Cisco IP Phone Configuration” section in the Cisco CallManager Administration Guide.

For a review of device profiles, refer to the “Device Profiles” section on page 1-5.


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To subscribe to the Cisco CallManager Extension Mobility feature, perform the following procedure.

Procedure

Step 1 From Cisco CallManager Administration, choose Device > Phone.

Step 2 From the Phone Configuration window, click the Subscribe/Unsubscribe Services link.

Step 3 From the drop-down arrow, choose the service name that you added in the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20 (for example, Extension Mobility).

Step 4 Click Continue.

Step 5 Click Subscribe. Close the window.

Step 6 On Cisco CallManager Phone Configuration, scroll down to the bottom of the window. Click the check box to Enable Extension Mobility Feature.

Step 7 At the Log Out Profile field, choose Use Current Device Settings.

This action creates an Autogenerated Device Profile as the default device profile. When a logout executes, the Autogenerated Device Profile (the default device profile) replaces the current configuration (the User Device Profile).

Note Cisco strongly recommends that you use the Autogenerated Device Profile and not assign a user device profile as the default device profile.

Step 8 The remaining fields show the current device information regarding the login status of the device: Log in UserID; Log In Time; Log Out Time.



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Chapter 1 Cisco CallManager Extension MobilityProviding Information to Cisco CallManager Extension Mobility Users

You have now configured Cisco CallManager Extension Mobility.

Related Topics:




Providing Information to Cisco CallManager Extension Mobility Users

After you have configured the system for Cisco CallManager Extension Mobility, provide your phone users with the following information:

• Notification of feature availability, including the name that you have given the Cisco CallManager Extension Mobility feature (for example, extension mobility)

• User password, UserID, and PIN

• URL for the Cisco CallManager User Options web page for the user to change user password and PIN

• The Cisco IP Phone 7960 and 7940 Series User Guide that contains a Cisco CallManager Extension Mobility overview and instructions on logging in, logging out and troubleshooting the feature.

• Description of the feature login and logout behavior that you defined in the “Setting the Service Parameters” section on page 1-21.


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Cisco CalOL-3030-01

C H A P T E R 2
The Cisco IP Manager Assistant (Cisco IPMA) feature enables managers and their assistants to work together more effectively.

The feature comprises a call routing service, enhancements to phone capabilities for the manager, and desktop interfaces that are primarily used by the assistant.

The service intercepts calls that are made to managers and routes them to selected assistants, to managers, or to other targets based on preconfigured call filters. The manager can change the call routing dynamically; for example, with a softkey press on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.

Cisco CallManager users comprise managers and assistants. The routing service intercepts manager calls and routes them appropriately. An assistant user handles calls on behalf of a manager. Cisco IPMA comprises features for managers and features for assistants.

This chapter provides the following information about Cisco IPMA:

• Introducing Cisco IPMA, page 2-2

• System Requirements for Cisco IPMA, page 2-9


• Installing and Activating Cisco IPMA, page 2-13

• Configuring Cisco IPMA, page 2-14

• Configuring the LDAPConfig.ini File for Corporate Directory Use, page 2-47

• Providing Information to Cisco IPMA Managers and Assistants, page 2-50


Chapter 2 Cisco IP Manager AssistantIntroducing Cisco IPMA

• Troubleshooting Cisco IPMA, page 2-52

• Where to Find More Information, page 2-53

Introducing Cisco IPMAThe following sections provide information about the Cisco IPMA feature:

• Overview of Cisco IPMA Architecture, page 2-2

• Cisco IPMA Database and Directory Access Architecture, page 2-6

• Manager Interfaces, page 2-7

• Assistant Interfaces, page 2-7

• Softkeys, page 2-8

• Manager Assistant Administration Interface, page 2-8

Overview of Cisco IPMA ArchitectureThe Cisco IPMA feature architecture comprises the Cisco IPMA service, the desktop interfaces, and the Cisco IP Phone interfaces. See Figure 2-1.

Cisco IPMA service routes calls that are presented to CTI route points that are defined in the Cisco IP Manager Assistant service parameters. See the “Setting the Service Parameters for Cisco IPMA” section on page 2-25. If a route point is unavailable for some reason, Cisco IPMA routes calls using the translation pattern. See the “Cisco IPMA Route Point” section on page 2-24.

Related Topics

• Cisco IPMA Service, page 2-3

• Desktop Interface, page 2-6

• Cisco IP Phone Interface, page 2-6


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Figure 2-1 Cisco IPMA Architecture

Cisco IPMA Service

Cisco Tomcat loads the Cisco IPMA service, a servlet. Cisco Tomcat, an NT service, gets installed at Cisco CallManager installation.

The Cisco IPMA service gets installed on all Cisco CallManager servers in a cluster. When started, the IPMA service checks to see whether the service-wide service parameter, Primary MA Server IP Address, is set to the server that is defined in the service parameter. If it is, the IPMA service attempts to become the active Cisco IPMA service. Currently, a Cisco CallManager cluster supports only one active Cisco IPMA service.

The Cisco IPMA service performs the following tasks:

• Hosts the HTTP services that run on the assistant and manager phones.

• Hosts the web pages that the assistant and manager use for call control as well as the configuration pages.

IP

IP

M M

IPMA Service Browser

Tomcat

CiscoCallManager

CiscoCallManager

IIS Assistant and ManagerConsole Apps,

Configuration Apps

CTIManager

CM DB CM DIR

Soft Key,Display

6881

5

HTTP

HTTP

TCP/IP

Assistantphone

Managerphone

MA Servlet


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• Contains the routing logic that applies filters on an incoming call for a manager. See Figure 2-2.

• Communicates to a Cisco CallManager cluster through the Cisco CTIManager for third-party call control. Cisco CallManager requires only one CTI connection for all users in a cluster.

• Accesses data from the database and directory.

Figure 2-2 Cisco IPMA Routing Logic

Cisco CallManager supports redundancy of the Cisco IPMA service. To achieve redundancy, you must configure a second Cisco IPMA service in the same cluster.

Implement IPMA redundancy by using an active/standby server model. At any time, only one IPMA server remains active and servicing all desktop applications and phones. The other server stays in a standby mode and will detect failures on the active server. When it detects a failure, the backup server takes over and becomes the active server. All connections that were active get restored on the new server, and service continues uninterrupted to the users.

IP

IP

IP

M

IPMARoutePoint

IPMA Service

Filters

manager

assistant

Div All

Other

RNA

7983

3

ManagerPhone

Assistant#1 Phone

Assistant#2 Phone

Call comes to the manager


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If the active server fails, the Assistant Console application fails over automatically to the backup server. The heartbeat interval service parameter (see the “Setting the Service Parameters for Cisco IPMA” section on page 2-25) determines the time that the application takes to detect failure. A shorter heartbeat interval leads to faster failover. See Figure 2-3.

Figure 2-3 Cisco IPMA Redundancy

The Cisco IPMA service includes built-in security to help prevent unauthorized access to its services. The user ID and password that are collected at the desktop get encrypted before they are sent over the network. The Assistant Console blocks nonauthorized users who are posing as assistants.

This level of security does not block users from using specialized tools to access call information that travels through the network. If more rigorous security is needed, Cisco recommends that a Secure Sockets Layer (SSL) certificate be obtained and installed on the web server that serves IPMA. In this case, users would access Cisco IPMA URLs with https instead of http.

IP

M M

M

M

M

IPMA(Active)

IPMA(Standby)HTTP

Client requests to the backup IPMAService are rejected

7983

2

Cisco CallManager

Cisco CallManager Cisco CallManager

Cisco CallManagerCisco CallManager


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Desktop Interface

Cisco IPMA supports the following desktop interfaces for managers and assistants:

• Assistant Console (used for call control applications, log on, assistant preferences, monitor managers call activity, keyboard shortcuts)

• Manager configuration (used for configuring the intercom target, send all calls target, immediate divert target, and filters)

Administrators use Cisco CallManager Administration, User Information windows, to configure Cisco IPMA parameters for managers and assistants. See “Manager Assistant Administration Interface” section on page 2-8.

Cisco CallManager makes all Cisco IPMA manager features available through the Cisco IP Phone, except manager configuration, which is available by using a desktop browser. Assistants use the Cisco IP Phone and a desktop application. See “Manager Interfaces” section on page 2-7 and “Assistant Interfaces” section on page 2-7.

For more information about how to use the Cisco IPMA desktop features, refer to the Cisco IP Manager Assistant User Guide.

Cisco IP Phone Interface

Managers and assistants use the Cisco IP Phone Services button and softkeys to access the Cisco IPMA features. For more information about how to use the Cisco IPMA Phone features, refer to the Cisco IP Manager Assistant User Guide.

See “Manager Interfaces” section on page 2-7 and “Assistant Interfaces” section on page 2-7.

Cisco IPMA Database and Directory Access ArchitectureThe database stores all dynamic data (such as call state, login status, selected assistant). Storing dynamic data in the database means that the backup service (in standby mode) can access state information and serve the phone from the state that it was in when the active server became inactive. The directory stores static data (such as configuration information for the manager and the assistant, divert destinations, language).


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When the manager or assistant logs in, the IPMA service retrieves all data that is related to the manager or assistant from the directory and database and stores it in memory.

Manager InterfacesThe manager phone makes all manager features available with the exception of Manager Configuration. Cisco IPMA automatically logs a manager into the IPMA service when the manager starts the service on the Cisco IP Phone.

The manager can change selected assistants by using the Cisco IP Phone Services button.

The manager accesses the Cisco IPMA features Assistant Watch, Do Not Disturb, Immediate Divert, Intercept Call, and Transfer to Voice Mail from the Cisco IP Phone softkeys.

The state of the features Assistant Watch, Do Not Disturb, Divert All Calls, and Filtering displays in the Status Window on the Cisco IP Phone.

You can enable filtering and choose filter mode by using the Cisco IP Phone Services button. Configuration of the filters occurs by using Manager Configuration. You can access the Manager Configuration on the desktop by using a web browser (see the “Manager Configuration” section on page 2-52).

Refer to the Cisco IP Manager Assistant User Guide for more information.

Assistant InterfacesThe assistant accesses the Cisco IPMA features by using the Assistant Console application and the Cisco IP Phone. The Assistant Console, a desktop application, provides call-control functions such as answer, divert, transfer, and hold. The assistant uses the Assistant Console to log on and log off, to set up assistant preferences, and to display the manager configuration window that is used to configure manager preferences.

You can access Intercom and Distinctive Ringing on the assistant Cisco IP Phone. When the assistant logs in from the Assistant Console, the softkeys Immediate Divert and Transfer to Voice Mail become active for the proxy lines. Refer to the Cisco IP Manager Assistant User Guide for more information.


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SoftkeysThe Cisco IPMA feature supports a variety of softkeys such as Immediate Divert, Intercept, Assistant Watch, Transfer to Voice Mail, Do Not Disturb, and Divert All Calls on the Cisco IP Phone. Softkeys appear in their appropriate call state; for example, Transfer to Voice Mail does not appear if no active calls exist.

Cisco IPMA supports two softkey templates: Standard IPMA Manager and Standard IPMA Assistant. Additionally, the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. The administrator configures the appropriate softkey template for the devices that are used by managers and assistants.

Note The default process assigns call-processing softkey templates to devices.

Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco CallManager. Use Softkey Template configuration in Cisco CallManager Administration to associate softkey templates with Cisco IPMA devices and to create custom softkey templates. See Softkey Template Configuration in the Cisco CallManager Administration Guide.

Manager Assistant Administration InterfaceThe administrator uses the User menu options of Cisco CallManager Administration to configure the manager and assistant. The administrator chooses the device for the manager and assistant, chooses an incoming intercom line for the manager and assistant, and assigns a proxy line for a manager on the assistant phone.

See the “Manager and Assistant Configuration” section on page 2-29.


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Chapter 2 Cisco IP Manager AssistantSystem Requirements for Cisco IPMA

System Requirements for Cisco IPMACisco IPMA requires the following software components to operate:

• Cisco CallManager 3.3 or later


• Microsoft Internet Explorer or Netscape Navigator:

– Cisco IPMA administration (using Cisco CallManager Administration) supports Netscape 4.7 and Internet Explorer 5.5 or later.

– The Assistant Console application installation program supports Netscape 4.7 and 6.7, and Internet Explorer 5.5 and 6 (see the “Interactions and Restrictions” section on page 2-10 for more information).

– The Assistant desktop application supports the following Microsoft Windows programs: 98 Second Edition, Millennium Edition, 2000 Professional, XP Home Edition, XP Professional, NT 4.0 Service Pack 3.

– The Manager Configuration application supports Internet Explorer 5.5 or later.

• Bulk Administration Tool (BAT) if using the Cisco IPMA Configuration Wizard

The following phone supports Cisco IPMA:

• Cisco IP Phone Model 7960

Note Cisco IP Phone Model 7960 that is running Cisco IPMA may be equipped with a Model 7914 Expansion Module.

Because Cisco IPMA is installed automatically on the same server with Cisco CallManager, you do not require an additional server.


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Chapter 2 Cisco IP Manager AssistantInteractions and Restrictions

Interactions and RestrictionsThe following sections describe the interactions and restrictions for Cisco IPMA.

• Interactions, page 2-10

• Restrictions, page 2-12

InteractionsThe following sections describe how Cisco IPMA interacts with Cisco CallManager applications:

• Bulk Administration Tool, page 2-10

• Extension Mobility, page 2-10

• Reporting Tools, page 2-11

Bulk Administration Tool

The administrator can use the Bulk Administration Tool (BAT) to add many users (managers and assistants) at once instead of adding users individually. Refer to the Bulk Administration Tool User Guide for Cisco CallManager for more information.

Related Topics

• Cisco IPMA Configuration Wizard, page 2-18

• Non-Manager and Non-Assistant Phone, page 2-28

• Cisco IP Phone Services, page 2-28

Extension Mobility

A manager who uses the Cisco CallManager Extension Mobility feature can simultaneously use Cisco IPMA. The manager logs into the Cisco IP Phone by using Extension Mobility and then chooses the Cisco IPMA service. When the IPMA service starts, the manager can access assistants and all IPMA features (such as call filtering and Do Not Disturb).


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To have access to Cisco CallManager Extension Mobility with IPMA, the administrator checks the Mobile Manager check box and chooses the Device Profile in the User Information for Cisco IPMA window in Cisco CallManager Administration. See the “Configuring a Manager and Assigning an Assistant” section on page 2-33. For more information about configuring device profiles, see Adding a New User Device Profile in the Cisco CallManager Administration Guide.

For more information about Cisco CallManager Extension Mobility, see Chapter 1, “Cisco CallManager Extension Mobility.”

Reporting Tools

Cisco IPMA provides statistic information in the CDR Analysis and Reporting (CAR) tool and provides a summary of changes to configurations in a change log. The following sections describe these reporting tools.

CDR Analysis and Reporting

Cisco IPMA supports call-completion statistics for managers and assistants and inventory reporting for managers and assistants. The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. Cisco CallManager Serviceability supports inventory reporting. Refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide for more information.

ConfigChange*.log

The administrator can view a summary of changes that are made to the Manager or Assistant Configurations. A manager can set defaults by accessing the Manager Configuration from a URL.

An assistant can change the manager defaults from the Assistant Console by accessing the Manager Configuration.

Note Refer to the Cisco CallManager System Guide and the Cisco IP Manager Assistant User Guide for information about the URL and Manager Configuration.

When changes are made, the information gets sent to a log file called ConfigChange*.log. The log file resides on the server that runs the IPMA service. The pathname for the log file follows:


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C:\Program Files\Cisco\Trace\MA\ConfigChange*.log

The log file contains the following fields:

• LineNumber—The line in the log file with information about changes

• TimeStamp—The time that the configuration changed

• for Manager/Assistant—Designation of whether the change is for the manager or the assistant

• for Userid—The userid of the manager or assistant that is being changed

• by Manager/Assistant—Designation of whether the change was made by the manager or the assistant

• by Userid—The userid of the manager or assistant making the change

• Parameter Name—What changed; for example, divert target number

• Old Value—The value of the information before the change

• New Value—The value of the information after the change

Because the information in the log file is comma delimited, the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. Use the following procedure to save the log file contents to the Microsoft Excel application.

Procedure

Step 1 Start the Microsoft Excel application.

Step 2 Choose File > Open to open the ConfigChange*.log file.

Step 3 Choose the Original data type, file type as Delimited and click Next.

Step 4 Choose Delimiters as Comma and click Next.

Step 5 When complete, click Finish.

RestrictionsThe following restrictions apply to Cisco IPMA:

• One assistant can support up to five managers simultaneously.


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Chapter 2 Cisco IP Manager AssistantInstalling and Activating Cisco IPMA

• Only one assistant at a time can assist a manager.

• Cisco IPMA does not support shared lines between managers and assistants.

• Cisco IPMA does not support hunt groups/queues.

• Cisco IPMA does not support record and monitoring.

• To install the Assistant Console application on a computer with Microsoft IE version 6 on Windows XP, install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. See Appendix A, “Troubleshooting Features and Services,” for more information.

Installing and Activating Cisco IPMACisco Tomcat loads the Cisco IPMA, a servlet. Cisco Tomcat is an NT service that is installed and started at Cisco CallManager installation. For more information, see the “Cisco IPMA Service” section on page 2-3.

The administrator performs three steps after installation to make Cisco IPMA available for system use:

1. Use Cisco CallManager Serviceability Service Activation, located under the Tools menu, to activate the Cisco IP Manager Assistant service. Refer to the Cisco CallManager Serviceability Administration Guide.

2. Configure the applicable service parameters for the Cisco IP Manager Assistant service. See the “Setting the Service Parameters for Cisco IPMA” section on page 2-25.

3. Use Microsoft Windows Administrative Tools, Services, to restart the Cisco Tomcat Web Server. See the “Starting the Cisco Tomcat Service” section on page 2-26.

Note If the managers and assistants will require Cisco IPMA features to display (on the phone and desktop) in any language other than English, verify that the locale installer is installed before configuring Cisco IPMA. Refer to the Cisco IP Telephony Locale Installer documentation.


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Chapter 2 Cisco IP Manager AssistantConfiguring Cisco IPMA

Configuring Cisco IPMAFor successful configuration of Cisco IPMA, review the steps in the configuration checklist, perform the system, user and device configuration requirements, and configure the managers and assistants. The following sections provide configuration information:

• Configuration Checklist for Cisco IPMA, page 2-14

• System Configuration, page 2-17

• Setting the Service Parameters for Cisco IPMA, page 2-25

• Starting the Cisco Tomcat Service, page 2-26

• Manager and Assistant Device Configuration, page 2-26

• Manager and Assistant Configuration, page 2-29

Configuration Checklist for Cisco IPMATable 2-1 shows the logical steps for configuring the Cisco IP Manager Assistant feature in Cisco CallManager.

Table 2-1 Cisco IP Manager Assistant Configuration Checklist


Step 1 Using the Cisco CallManager Serviceability tool, Service Activation, activate Cisco IP Manager Assistant service.

Cisco CallManager Serviceability Administration Guide


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Step 2 Configure system administration parameters:

• Add three partitions.

• Add two calling search spaces.

• Add the appropriate number of IPMA route points (CTI).

• Add translation pattern.

• Configure IPMA service parameters.

Note Use the Cisco IPMA Configuration Wizard to automatically configure partitions, calling search spaces, route point, and translation pattern.

Calling Search Space and Partitions, page 2-22

Adding a Partition, Cisco CallManager Administration Guide

Adding a Calling Search Space, Cisco CallManager Administration Guide

Cisco IPMA Route Point, page 2-24

Adding a CTI Route Point, Cisco CallManager Administration Guide

Cisco IPMA Translation Pattern, page 2-24

Adding a Translation Pattern, Cisco CallManager Administration Guide

Cisco IPMA Configuration Wizard, page 2-18

Setting the Service Parameters for Cisco IPMA, page 2-25

Service Parameters Configuration, Cisco CallManager Administration Guide

Step 3 Using Microsoft Windows Administrative Tools, Services, stop and start the Cisco Tomcat service.

Starting the Cisco Tomcat Service, page 2-26

Microsoft Online Help

Step 4 Configure phone parameters:

• Add IPMA service as a Cisco IP Phone service.

• Add Cisco IP Phone model 7914 template with at least 5 lines.

Cisco IP Phone Services, page 2-28

Adding a Cisco IP Phone Service, Cisco CallManager Administration Guide

Adding Phone Button Templates, Cisco CallManager Administration Guide

Step 5 Configure manager and assistant Cisco IP Phone parameters:

• Set up manager phone.

• Set up assistant phone.

Configuring Cisco IP Phones, Cisco CallManager Administration Guide

Table 2-1 Cisco IP Manager Assistant Configuration Checklist (continued)



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Step 6 Configure manager phone settings:

• Assign a softkey template.

• Add a primary line.

• Set up voice-mail profile on primary line.

• Add incoming intercom line.

• Add speed dial for outgoing intercom targets.

• Subscribe to Cisco IP Phone Service, Cisco IPMA.

• Set user locale.

• Reset the phone.

Manager and Assistant Device Configuration, page 2-26

Finding a Phone, Cisco CallManager Administration Guide

Updating a Phone, Cisco CallManager Administration Guide

Adding a Directory Number, Cisco CallManager Administration Guide

Updating a Directory Number, Cisco CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide

Cisco IP Phone Services, page 2-28

Configuring Cisco IP Phone Services, Cisco CallManager Administration Guide

Resetting a Phone, Cisco CallManager Administration Guide

Step 7 Configure assistant phone settings:

• Assign a softkey template.

• Add a Cisco 14-button expansion module (7914).

• Add a primary line.

• Add proxy lines for each configured manager.

• Add incoming intercom line.

• Add speed dial to each configured manager incoming intercom line.

• Set user locale.

• Reset the phone.

Manager and Assistant Device Configuration, page 2-26

Finding a Phone, Cisco CallManager Administration Guide

Updating a Phone, Cisco CallManager Administration Guide

Adding a Directory Number, Cisco CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide

Resetting a Phone, Cisco CallManager Administration Guide




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System ConfigurationBecause the Cisco IPMA service intercepts calls made to managers, it requires configuration of partitions, calling search spaces, route points, and translation patterns. For more information on configuring Cisco IPMA, see the “Configuration Checklist for Cisco IPMA” section on page 2-14.

You must perform the following configurations before you configure devices and users for Cisco IPMA:

• Calling Search Space and Partitions, page 2-22

• Cisco IPMA Route Point, page 2-24

• Cisco IPMA Translation Pattern, page 2-24

Step 8 Configure Cisco IP Manager Assistant application:

• Create a new manager.

• Configure lines for manager.

• Assign an assistant to a manager.

• Configure lines for the assistant.

Configuring a Manager and Assigning an Assistant, page 2-33

Configuring Primary and Incoming Intercom Lines for the Manager, page 2-34

Configuring Proxy and Incoming Intercom Lines for the Assistant, page 2-38

Step 9 Configure the dial rules for the assistant. Dial Rules Configuration, page 2-43

Step 10 If the assistant will be using the corporate directory for placing calls, configure the LDAPConfig.ini file.

Configuring the LDAPConfig.ini File for Corporate Directory Use, page 2-47

Step 11 Install the Assistant Console application. Installing the Assistant Console Application, page 2-50

Step 12 Configure the manager and assistant desktop applications.

Cisco IP Manager Assistant User Guide




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Tip Cisco IPMA provides a one-time use configuration wizard that helps the administrator configure partitions, calling search spaces, a route point and translation pattern, and the IPMA Phone Service. For more information on the Cisco IPMA Configuration Wizard, see the “Cisco IPMA Configuration Wizard” section on page 2-18.

Note This document provides specific information about IPMA configuration. For more information about configuring Calling Search Spaces, Partitions, CTI Route Points, and Translation Patterns, refer to the Cisco CallManager Administration Guide.

Cisco IPMA Configuration Wizard

With the Cisco IPMA Configuration Wizard, IPMA configuration takes less time and eliminates errors. The partitions, calling search spaces, route point, and translation pattern automatically get created when the administrator successfully runs and completes the configuration wizard. The wizard also creates BAT templates for the IPMA manager phone, the IPMA assistant phone, and all other users phones. The administrator uses the BAT templates to configure the managers, assistants, and all other users. Refer to the Bulk Administration Tool User Guide.

Note The Cisco IPMA Configuration Wizard does not create the appropriate service parameters. For service parameter information, see the “Setting the Service Parameters for Cisco IPMA” section on page 2-25.

The Cisco IPMA Configuration Wizard provides windows for each configuration parameter. The windows provide the administrator with preconfigured information. If the administrator prefers to use other configuration information (for example, partition names), the administrator can change the preconfigured information with the appropriate information.


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Before You Begin

The Cisco IPMA Configuration Wizard includes the following prerequisites:

• The configuration wizard must run from the same server as the Bulk Administration Tool (BAT).

• Verify that the locale installer is installed if you are using any language other than English.

Perform the following procedure to configure the Cisco IPMA system parameters by using the Cisco IPMA Configuration Wizard.

Procedure

Step 1 From the Cisco CallManager Administration window, choose Service > Cisco IPMA Configuration Wizard.

The Cisco IPMA Configuration Wizard start window displays and provides a description of the configuration wizard process.

Note You can use the Cisco IPMA Configuration Wizard only once in a Cisco CallManager cluster configuration. The feature verifies the number of times that the configuration wizard has been run (zero or 1). If the configuration wizard has been run once, the summary window automatically displays. The summary window displays the details and status of the configuration wizard that was previously run. If the configuration has not been run, the configuration process continues.

Step 2 To begin the IPMA wizard, click the Next button.

The Partition for Managers window displays.

Step 3 Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description.

Step 4 Click the Next button.

The Partition for IPMA window displays.



The Partition for All Users window displays.


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The Manager Calling Search Space window displays.

Step 9 Enter a name in the calling search space name field and provide a description; otherwise, use the default calling search space name and description.

The Available Partitions and Selected Partitions boxes under the Available Route Partitions for This Calling Search Space automatically lists Partitions for the Manager Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.


The IPMA Calling Search Space window displays.

Step 11 Enter a name in the calling search space name field and provide a description; otherwise, use the default calling search space name and description.

The Available Partitions and Selected Partitions boxes under the Additional Route Partitions for This Calling Search Space automatically lists Partitions for the IPMA Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.


If you are configuring Cisco IPMA as an upgrade to an existing Cisco CallManager system, the Existing Calling Search Spaces window displays. If this is a new Cisco CallManager system, the Existing Calling Search Spaces window does not display (proceed to Step 13).

Cisco IPMA requires that existing calling search spaces add the prefix Generated_IPMA and Generated_IPMA_Everyone partitions. The Available and Selected Partitions boxes under the Calling Search Spaces Configured with IPMA Partitions automatically lists these partitions. Use the up and down arrows to move partitions from one box to the other.

Note The prefix that is added to the existing calling search spaces may change if the administrator has changed the names of the partitions in Steps 5 and 7.


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The IPMA CTI Route Point and Translation Pattern window displays.

Step 14 Enter a name in the CTI route point name field; otherwise, use the default CTI route point name.

Step 15 Choose the appropriate device pool from the drop-down selection list box.

Step 16 Enter a route point directory number and translation pattern; otherwise, use the default route point directory number and translation pattern.

Step 17 Choose the numbering plan for the translation pattern from the drop-down selection list box.


The IPMA Phone Service window displays.

Step 19 Enter the IPMA Phone Service name; otherwise, use the default IPMA Phone Service name.

Step 20 Choose the primary IPMA server from the drop-down selection list box or enter a server name or IP address in the Enter Server Name/IP Address field.

Step 21 Choose the language that the phone service will use from the Phone Service Locale drop-down selection list box.


The Cisco IPMA Configuration Wizard summary page displays. It provides all the information that the administrator chose during the configuration wizard. The administrator can cancel the configuration process or return to the previous configuration windows if the information is not correct.

Step 23 Click the Submit button to allow the configuration process to execute; otherwise, click the Cancel button to cancel the configuration process.

Upon successful completion, a final status window displays. Any errors that are generated by the configuration wizard get sent to the IPMAConfigWizard<year><month><day><hour><minute><second>.txt file (for example, IPMAConfigWizard20020826095412.txt).

Step 24 Click the Finish button to end the Cisco IPMA Wizard Configuration.

With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, route point, translation pattern, and the Cisco IPMA Phone service. Additionally, the wizard creates a one-line 7960 phone button template, a six-line 7914 template, the IPMA


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manager phone template, the IPMA assistant phone template, and the Everyone phone template. Refer to the Bulk Administration Tool User Guide for information about configuring the manager and assistant devices.

Calling Search Space and Partitions

A Cisco IPMA route point intercepts calls for the managers and determines where to route them; therefore, all calls for the managers should flow through the route point first.

To accomplish the call flow, Cisco IPMA uses calling search spaces. Calls from lines that must be routed or acted upon by the Cisco IPMA service should have a calling search space that has the route point partition (you can call this partition IPMA) configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example.

Example

A user (in Everyone partition) places a call to a manager primary line (in Manager partition). Because the partition for the originating call does not include the manager primary line, the manager line number gets searched through the calling search space. The order of priority of the partitions in the calling search space provides basis for the search. Because the user line has a calling search space that consists of IPMA and Everyone, the search for the manager primary line begins with the IPMA partition. Because the Cisco IPMA route point matches the manager primary number, the call gets presented to the route point. The Cisco IPMA service that is monitoring the route point gets the call and routes the call by using the manager settings.

All lines that have calls that should go through a route point should have a calling search space called IPMA and Everyone. Examples of lines that require this calling search space configuration include manager primary line, assistant primary line, and all other user lines.

All the lines that have calls that should go directly to the manager without the routing logic applied on them should have a calling search space called Managers and Everyone. Examples of lines that require this calling search space configuration include Cisco IPMA route point, Cisco IPMA translation pattern, and assistant proxy lines.


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See Figure 2-4 for an example of the calling search space and partition configuration.

Figure 2-4 Cisco IPMA Calling Search Space and Partition Configuration Example

Configuration Tips

• Create three partitions that are called Cisco IPMA, Manager, and Everyone.

• Create a calling search space that is called CSS-M-E, which contains the partitions Manager and Everyone.

• Create a calling search space that is called CSS-I-E, which contains the partitions Cisco IPMA and Everyone

• Configure the manager primary directory numbers (DN) in the partition that is called Manager.

• Configure all assistants lines, other users lines, and Cisco IPMA translation pattern in the partition that is called Everyone.

• Configure the Cisco IPMA route point in the partition that is called Cisco IPMA.

Manager DN = 1000CSS=Cisco IPMA, Everyone

Route Point DN = 1xxxManaged by Cisco IPMA ServiceCSS = Manager, Everyone

Assistant DN = 3000CSS = Cisco IPMA, Everyone

User DN = 3001CSS = Cisco IPMA, Everyone

"Manager" Partition

"Cisco IPMA" Partition

"Everyone" Partition

Manager Proxy LineDN = 2000CSS = Manager, Everyone

(3)

(2)

(1)

(1) 3001 calls 1000(2) Cisco IPMA Service routes to 2000(3) Assistant diverts to 1000 73

137


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Cisco IPMA Route Point

The directory numbers of Cisco IPMA route points must match the primary directory numbers of the manager; otherwise, the Cisco IPMA service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition.

Configuration Tips

• Create a route point called IPMA_RP.

• Configure the directory numbers of the route point to match the primary directory numbers of the managers (for example, for managers whose primary directory numbers are 1000-1999, create a route point DN as 1xxx for line 1; for managers whose primary directory numbers are 2000-2999, create a route point DN as 2xxx for line 2). Configure the directory numbers in the Cisco IPMA partition with a calling search space of CSS-M-E.

Cisco IPMA Translation Pattern

The translation pattern routes calls directly to the manager if the IPMA service is not available. You must create the translation pattern with the same directory number as the Cisco IPMA route point. If it has a narrower scope than the route point, calls do not get sent to the route point and do not get handled by the Cisco IPMA service.

For example, if the route point DN is 1XXX, the translation pattern DN is 10XX, and a manager primary DN is 1001, the Cisco IPMA service never handles the calls to that manager because the translation pattern will intercept them and not send them to the route point.

Configuration Tips

• Create a translation pattern for each Cisco IPMA route point directory number. Configure a translation pattern with the same directory number as the route point directory number (for example, 1xxx).

• Use the Everyone partition.

• Use the calling search space CSS-M-E.


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Setting the Service Parameters for Cisco IPMAService Parameters for the Cisco IPMA service comprise two categories: general and clusterwide. Specify clusterwide parameters once for all Cisco IPMA services. Specify general parameters for each Cisco IPMA service that is installed.

Set the Cisco IPMA service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco IPMA application resides and then choose the Cisco IP Manager Assistant service.

Cisco IPMA includes the following clusterwide service parameters that must be configured:

• Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually enter this IP address.

• Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually enter this IP address.

• Cisco IPMA RNA (ring no answer) Forwarding Flag—Default specifies False. If set to True, an assistant phone that does not get answered will forward to another assistant phone.

• Cisco IPMA RNA Timeout—Default specifies 10 seconds. RNA timeout specifies how long an assistant phone can go unanswered before the call is forwarded to another assistant phone. If Call Forward No Answer (CFNA) and RNA timeout are both configured, the first timeout occurrence takes precedence.

• Desktop Heartbeat Interval—Default specifies 30 seconds. This interval timer specifies how long it takes the failover to occur on the assistant or manager desktop.

• Desktop Request Timeout—Default specifies 30 seconds.

• Cisco IPMA Server Port—Default specifies Port 2912.


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Cisco IPMA includes the following general service parameters that must be configured:

• CTI Manager (Primary) IP Address—No default. Enter the IP Address of the Cisco CallManager that has the Cisco IPMA service installed on it. The IP address can also specify any Cisco CallManager in the cluster that has an active Cisco CTIManager.

• CTI Manager (Secondary) IP Address—No default. Administrator must manually enter this IP address.

• Route Point Device Name—No default. Enter the Cisco IPMA route point device name (that you configure by using Device > CTI Route Point).

• Trace Level—Default specifies error level.

Note Cisco CallManager Serviceability Trace Configuration does not support Cisco IPMA. Use the trace parameters in Cisco IPMA service parameters configuration to set trace settings.

• Trace File Max Size—Default specifies 102,400 bytes.

• Trace Num Files—Default specifies 10 files.

Starting the Cisco Tomcat ServiceCisco IPMA Service gets administered as an NT Service with the name Cisco Tomcat. Start or stop the Cisco IPMA service by choosing Start or Stop of the NT Service called Cisco Tomcat under Start > Programs > Administrative Tools > Services.

Manager and Assistant Device ConfigurationThe following topics provide configuration information for the manager and assistant:

• Phones Configuration, page 2-27

• Cisco IP Phone Services, page 2-28


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Phones Configuration

Ensure the phones for the managers and assistant are configured properly for Cisco IPMA:

• Using Cisco CallManager Administration (Device > Phone), add a Cisco IP Phone Model 7960 for each manager and assistant that will be using Cisco IPMA.

• Using Cisco CallManager Administration (Feature > Cisco IP Phone Services), add Cisco IPMA service as a Cisco IP Phone service.

• Using Cisco CallManager Administration (Device > Device Settings > Phone Button Template), add Cisco IP Phone Model 7914 template with at least 5 lines for each assistant.

Manager Phones

Using Cisco CallManager Administration (Device > Phone), configure the manager Cisco IP Phones with the following settings:

• Standard IPMA Manager softkey template (must include the Immediate Divert and Transfer to Voice Mail softkeys)

• Primary line

• Voice-mail profile on primary line

• Incoming intercom line to support the autoanswer with speaker phone or headset option

• Speed dial for outgoing intercom targets

• Subscribe to Cisco IP Phone Service, Cisco IPMA

• Set user locale

Configuration Tips for Manager

• Do not configure Call Forward All Calls on the manager primary DN because the manager cannot intercept calls that are routed to the assistant proxy DN when Call Forward All Calls is set.

• Configure primary lines (IPMA controlled lines) and assign DNs; use the Managers partition and the CSS-I-E calling search space for these lines.

• Configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space.


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Assistant Phones

Using Cisco CallManager Administration (Device > Phone), configure the assistant Cisco IP Phones with the following settings:

• Standard IPMA Assistant softkey template (must include the Immediate Divert and Transfer to Voice Mail softkeys)

• Default 14-button expansion module

• Primary line

• Proxy lines for each configured manager

• Incoming intercom line to support the autoanswer with speaker phone or headset option

• Speed dial to incoming intercom line for each configured manager

• Set user locale

Configuration Tips for Assistant

• Configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space.

• Configure a proxy line and assign a DN for each manager that the assistant will support; use the Everyone partition and the CSS-M-E calling search space.

Non-Manager and Non-Assistant Phone

In addition to configuring manager and assistant devices, configure all other users in the Cisco CallManager cluster. Proper configuration allows managers and assistants to make calls to and receive calls from all other users in the cluster.

Configuration Tips for Non-Manager and Non-Assistant

• Use the Everyone partition for all other users.

• Use the calling search space of CSS-I-E for all other users.

Cisco IP Phone Services

Add the Cisco IPMA service as a new Cisco IP Phone Service. Configure a name, description, and the URL for the Cisco IPMA service. The name and description that you enter should be in the local language as it displays on the manager Cisco IP Phone.


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Provide a URL using the formathttp://<server-ipaddress>/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#&locale=<user locale>

Configuration Tips

• To provide redundancy for the Cisco IP Phone Service, create a Cisco IP Phone Service that uses the host name rather than the IP address. The phone functionality for softkeys and filtering, as well as the phone service, will fail over automatically in the case of a failover.

• Ensure the user locale specifies the language in which you want the screens to appear. The default language specifies English_United_States. If a parameter is omitted, the default language gets chosen as the display language.

Manager and Assistant ConfigurationFrom the Cisco CallManager User Information window, configure the settings for the managers and assistants who use the Cisco IPMA feature. From this window, perform the following functions:

• Choose manager and assistant devices

• Set up primary and incoming intercom lines for intercom capability. In Figure 2-5, the intercom line for the manager is extension 3102. This line will receive intercom calls from the assistant. Line 1 (1102) and line 2 (1103) display on the assistant console, and the assistant answers them (see Figure 2-7).

• Configure assistants for managers (see Figure 2-6)

• Set up proxy lines for each manager on the assistant phone (see Figure 2-6 and Figure 2-7). In Figure 2-6, assistant lines 4 and 5 take calls from manager lines 1102 and 1103. Figure 2-7 shows the proxy lines for the manager. The area on the assistant console, Lines on my phone, displays assistant lines 4 and 5 (manager lines 1102 and 1103).

• Choose the local language in which the User Information window displays.


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Figure 2-5 Cisco IPMA Configuration for Manager


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Figure 2-6 Cisco IPMA Configuration for Assistant


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Figure 2-7 Cisco IPMA Console for Assistant

The following sections provide details about configuring the manager and assistant settings:

• Configuring a Manager and Assigning an Assistant, page 2-33

• Configuring Primary and Incoming Intercom Lines for the Manager, page 2-34

• Modifying the Manager Configuration, page 2-36

• Configuring Proxy and Incoming Intercom Lines for the Assistant, page 2-38

• Modifying the Assistant Configuration, page 2-40


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Configuring a Manager and Assigning an Assistant

Perform the following procedure to configure a Cisco IPMA manager and to assign an assistant to the manager. To configure a new user, see “Adding a New User” in the Cisco CallManager Administration Guide.

Tip Configure Cisco IPMA manager information before configuring Cisco IPMA information for an assistant.

Procedure

Step 1 To configure the IPMA manager and to assign an assistant to an existing user, choose User > Global Directory.

Step 2 To find the user that will be the IPMA manager, click the Search button or enter the user name in the field and click the Search button.

Step 3 To display user information for the chosen manager, click the user name.

The User Configuration window displays.

Step 4 To configure IPMA information for the manager, click Cisco IPMA from the Application Profiles list box.

Step 5 If this is the first time that this user is configured for IPMA, the User Configuration window displays a message to continue configuration for a manager or to cancel if the user is not a manager. Click the Continue button.

The User Configuration window redisplays and contains Manager Configuration information such as device name/profile and intercom lines.

Tip To view existing assistant configuration information, click the assistant name in the Assigned Assistants list. The assistant IPMA configuration information displays. To return to the manager configuration information, click the manager name in the Associated Managers list on the Assistant Configuration window.

Step 6 To assign an assistant to the manager, click the Add/Delete Assistants link.

The Assign Assistants windows displays.


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Step 7 To find an assistant, click the Search button or enter the name of the assistant in the search field.

A list of available assistants displays in the window.

Step 8 Click the check box next to the name of the assistant that you want to assign to the manager.

A manager can have a maximum of 5 assigned assistants.

Step 9 To save and continue, click the Update button; otherwise, to return to the IPMA manager configuration window, click the Update and Close button.

The User Configuration displays the manager configuration, and the assistant that you configured displays in the Assigned Assistants list.

Step 10 To configure the intercom and IPMA lines for the manager, see the “Configuring Primary and Incoming Intercom Lines for the Manager” section on page 2-34.

Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.

Related Topics




• Modifying the Assistant Configuration, page 2-40

• Adding a User, Cisco CallManager Administration Guide

Configuring Primary and Incoming Intercom Lines for the Manager

In the User Configuration window for the manager, the administrator can choose the device and line to be used for Cisco IPMA. The administrator also assigns a line for the IPMA intercom.


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Perform the following procedure to configure the primary and incoming intercom line appearances for a manager.

Procedure

Step 1 To search for the user for whom you want to configure manager lines, choose User > Global Directory from Cisco CallManager Administration.

Step 2 Click the Search button or perform an advanced search.

A list of all configured users displays in the User Configuration window.

Step 3 Choose the manager to whom the IPMA lines will be configured.

The User Configuration window updates and displays information about the manager that you chose.

Step 4 From the Application Profiles box, click Cisco IPMA.

The User Configuration window redisplays and contains manager configuration and IPMA-controlled lines information.

Step 5 From the Device Name/Profile selection box, choose the device name or device profile to associate with the manager. Extension Mobility uses device profiles. For information about using Cisco CallManager Extension Mobility with Cisco IPMA, see the “Extension Mobility” section on page 2-10.

Note If the manager telecommutes, choose Device Profile. When Device Profile is chosen, the manager must log on the phone by using Extension Mobility before accessing IPMA.

Step 6 From the Intercom Line selection box, choose the intercom line appearance for the manager.

Step 7 In the IPMA Controlled Lines area, associate manager lines to the assistant proxy line. Choose the line number of the manager phone from the Available Lines selection box. Use the right and left arrows to choose the lines. Configure up to five IPMA-controlled lines.

Step 8 When the configuration is complete, click the Update button.

The update takes effect immediately.


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Step 9 To assign an assistant to the manager, see the “Configuring a Manager and Assigning an Assistant” section on page 2-33.

Related Topics



Modifying the Manager Configuration

The administrator can update or delete Cisco IPMA information about a manager by using the Cisco CallManager Administration User Configuration window.

Related Topics



• Deleting Cisco IPMA Information for the Manager, page 2-36

• Updating the Manager Cisco IPMA Configuration, page 2-37

Deleting Cisco IPMA Information for the Manager

Perform the following procedure to delete Cisco IPMA information for a manager. To delete non-IPMA information for a manager, see the “Adding a User” section in the Cisco CallManager Administration Guide.

Procedure

Step 1 To search for the manager for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the name of the manager and click the Search button.

A list of configured users displays in the User Configuration window.

Step 3 Choose the manager whose Cisco IPMA information you want to delete.


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Step 4 From the Application Profiles list, click Cisco IPMA.

The User Configuration window redisplays and contains IPMA manager configuration information.

Step 5 Click the Delete button.



Related Topics




Updating the Manager Cisco IPMA Configuration

Perform the following procedure to update Cisco IPMA information for a manager. To update non-IPMA information for a manager, see the “Adding a User” section in the Cisco CallManager Administration Guide.

Procedure

Step 1 To search for the manager for whom you want to update IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the name of the manager and click the Search button.


Step 3 From the Application Profiles box, click Cisco IPMA.

The User Configuration window redisplays and contains IPMA manager configuration information.


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Step 4 Update the information that you want changed such as device name, IPMA-controlled lines, or intercom line appearance.

Step 5 Click the Update button.



Related Topics



• Deleting Cisco IPMA Information for the Manager, page 2-36

Configuring Proxy and Incoming Intercom Lines for the Assistant

Use the Cisco IPMA Assistant Configuration of the User Configuration window to configure the following items:

• Device name of the assistant phone

• Intercom line that the assistant uses to answer the manager calls

• Proxy line of the assistant phone associated with the manager, the manager name, and the manager line. For example the assistant phone line 3 gets used to answer manager Mary Smith phone line 2.

A proxy line specifies a phone line that appears on the assistant Cisco IP Phone. For the assistant, configure a proxy line for each manager that is associated with the assistant. Cisco IPMA uses proxy lines to manage calls that are intended for a manager; for example, manager1. If the call-routing software determines that the call should be presented to the assistant because manager1 cannot accept the call, the call routes to the proxy line that is configured for manager1 on the assistant Cisco IP Phone.


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Perform the following procedure to configure the proxy and incoming intercom line appearances for an assistant. To configure a new user, see the “Adding a User” section in the Cisco CallManager Administration Guide.

Tip You must configure the Cisco IPMA manager information and assign an assistant to the manager before configuring the Cisco IPMA information for an assistant. See “Configuring a Manager and Assigning an Assistant” section on page 2-33.

Procedure

Step 1 To configure the IPMA for an assistant and assign proxy and incoming intercom lines, choose User > Global Directory.

Step 2 To find the user that will be the assistant, click the Search button or enter the user name in the field and click the Search button.

Step 3 To display user information, click the user name.

The User Configuration window displays.

Step 4 To configure IPMA information for the assistant, click Cisco IPMA from the Application Profiles list.

Step 5 If this user has not been assigned to a manager as an assistant, the User Configuration window displays a message to continue configuration for a manager or cancel if the user is not a manager. Click the Cancel button.

Step 6 From the Device Name selection box, choose the device name to associate with the assistant.

Step 7 From the Intercom Line Appearance selection box, choose the incoming intercom line appearance for the assistant.

Tip To view existing manager configuration information, click the manager name in the Associated Managers list. The manager IPMA configuration information displays. To return to the assistant configuration information, click the assistant name in the Assigned Assistants list on the manager configuration window.

Step 8 Use the selection boxes in the Manager Association to Assistant Proxy Line area to assign and associate manager line numbers to the assistant line numbers.

Step 9 In the Proxy Line selection box, choose the assistant line.


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Step 10 In the Manager Name selection box, choose the manager for whom this proxy line will apply.

Step 11 In the Manager Line selection box, choose the manager line for which this proxy line will apply.


The update takes affect immediately.

Related Topics



Modifying the Assistant Configuration

The administrator can update or delete Cisco IPMA information about an assistant by using the Cisco CallManager Administration User Configuration window.

Related Topics




• Deleting the Cisco IPMA Information for the Assistant, page 2-40

• Updating the Assistant Cisco IPMA Configuration, page 2-41

Deleting the Cisco IPMA Information for the Assistant

Perform the following procedure to delete Cisco IPMA information for an assistant. To delete non-IPMA information for an assistant, see the “Adding a User” section in the Cisco CallManager Administration Guide.


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Procedure

Step 1 To search for the assistant for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the user name of the assistant and click the Search button.



The User Configuration window redisplays and contains assistant configuration information.




Related Topics





Updating the Assistant Cisco IPMA Configuration

Perform the following procedure to update Cisco IPMA information for an assistant. To update non-IPMA information for an assistant, see the “Adding a User” section in the Cisco CallManager Administration Guide.


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Procedure

Step 1 To search for the assistant for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the user name of the assistant and click the Search button.



The User Configuration window redisplays and contains assistant configuration information.

Step 4 Update the information such as device name, intercom line, or manager association information that you want changed.




Related Topics




• Deleting the Cisco IPMA Information for the Assistant, page 2-40


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Dial Rules ConfigurationThe administrator uses dial rules configuration to add and sort the priority of dialing rules. Dial rules for Cisco IPMA automatically strip numbers from or add numbers to telephone numbers that the assistant dials. For example, the dial rules automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line.

The assistant can perform a directory search from the assistant console. The directory entry can be dragged and dropped to the My Calls panel on the assistant console, which invokes a call to the number that is listed in the entry. The dial rules get applied to the number that is listed in the entry before the call gets made.

The following sections describe dial rules configuration:

• Dial Rules Configuration Design, page 2-43

• Dial Rules Configuration Error Checking, page 2-44

• Adding a Dial Rule, page 2-45

• Modifying a Dial Rule, page 2-45

Dial Rules Configuration Design

The Dial Rules Configuration window organization includes sections:

• Dial Rule Creation—Contains four fill-in-the-blank fields and the Insert button. You must specify at least one consequence for the rule. Dial rules get added to the bottom of the Dial Rules List. Use the up and down arrows to reposition dial rules.

– Condition—Distinguish between telephone numbers that are based on the initial string of digits or on the length of the number, or both. The distinguishing string of digits can include as many as 100 characters. A rule only gets applied to a dialed number if all the conditions are met.

– Consequence—Remove numbers from the front of the dialed number, or add numbers to the front, or both.

• Dial Rules List—Lists the rules in order of priority. The rule priority list goes from top to bottom and gets applied in that order. If a number satisfies the rule condition, the rule applies and no subsequent rules get considered. You can modify, reprioritize, and delete rules.


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The following example provides a dial rule condition and the consequence when creating a dial rule.

Condition

• If the phone number begins with (the field is blank)—This condition leaves blank one or more digits at the beginning of the number that the assistant dialed. For example, if the assistant dialed either 1, 1500, or 1500555, each would match the dial number 15005556262.

• and the number of digits is (the field is blank)—This condition leaves blank the total number of digits in the telephone number that the assistant dialed. For example, if the dial number is 915005556262, the number of digits equals 12.

Consequence

• Remove blank digits from the beginning—Cisco IPMA deletes this number of digits from the front of the dialed number. For example, if 4 is specified, and the dialed number is 15005556262, Cisco IPMA removes 1500, leaving 5556262.

• and prefix it with (this field is blank)—After removing the specified number of digits, Cisco IPMA adds this string of numbers to the front of the dialed number. For example, if 9 was specified, Cisco IPMA adds 9 to the front of the dialed number (could be specifying an outside line).

Dial Rules Configuration Error Checking

The Cisco IPMA dial rules perform the following error checking in the Dial Rule Creation section of the Dial Rules Configuration window:

• The phone number begins with field supports only digits and the characters +*#. The length cannot exceed 100 characters.

• The number of digits is field supports only digits, and the value in this field cannot be less than the length of the pattern that is specified in the pattern field.

• The remove digits field supports only digits, and the value in this field cannot be more than the value in the number of digits is field.

• The prefix it with field supports only digits and the characters +*#. The length cannot exceed 100 characters.


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• Ensure that dial rules are unique.

• The remove digits field and the prefix it with field cannot both be blank for a dial rule.

Adding a Dial Rule

Perform the following procedure to add a Cisco IPMA dial rule for the assistant. See the “Dial Rules Configuration Error Checking” section on page 2-44 and the “Dial Rules Configuration Design” section on page 2-43 for dial rule design and error checking.

Procedure

Step 1 From Cisco CallManager Administration, choose Route Plan > Application Dial Rules.

The Dial Rules Configuration window displays.

Step 2 In the phone number begins with field, enter a digit or the characters +*# or leave blank.

Step 3 In the number of digits is field, enter a digit or leave blank.

Step 4 In the remove digits field, enter a digit or leave blank. Apply proper dial rules (see the “Dial Rules Configuration Design” section on page 2-43).

Step 5 In the prefix it with field, enter a digit or the characters +*#, or leave blank. Apply proper dial rules (see the “Dial Rules Configuration Design” section on page 2-43).

Step 6 Click the Insert button.

For the rule to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.

Modifying a Dial Rule

The administrator can update, delete, or reprioritize a dial rule from the Dial Rules Configuration window.


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Related Topics

• Dial Rules Configuration, page 2-43

• Adding a Dial Rule, page 2-45

• Updating a Dial Rule, page 2-46

• Deleting a Dial Rule, page 2-46

• Reprioritizing a Dial Rule, page 2-47

Updating a Dial Rule

Perform the following procedure to update a dial rule.

Procedure


Step 2 From the Dial Rules list, choose the rule that you want to update and make the updates.


For the update to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.

Deleting a Dial Rule

Perform the following procedure to delete a dial rule.

Procedure


Step 2 From the Dial Rules list, check the check box next to the rule that you want to delete. You may delete more than one rule at a time.


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Chapter 2 Cisco IP Manager AssistantConfiguring the LDAPConfig.ini File for Corporate Directory Use

Step 3 Click the Delete Selected button.

For the delete to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.

Reprioritizing a Dial Rule

Perform the following procedure to reprioritize a dial rule.

Procedure


Step 2 From the Dial Rules list, choose the rule that you want to move.

Step 3 Use the up and down arrows to move the rule up or down the Dial Rule list.


For the move to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.

Configuring the LDAPConfig.ini File for Corporate Directory Use

Cisco CallManager provides a default directory that the assistant accesses from the Assistant Console. If the assistant needs access to a corporate directory (accessing Cisco CallManager interclusters), you must update the LDAPConfig.ini file and store it on the primary and backup IPMA servers.

Perform the following procedure to configure the LDAPConfig.ini file to access a corporate directory.


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Procedure

Step 1 To access the LDAPConfig.ini file, go to the following directory:

C:\Program Files\Cisco\MA\LDAPConfig.ini

Step 2 With the file open, edit the fields described in Table 2-2.

You must update the following fields in the LDAPConfig.ini file to access the corporate directory:

• COMMON_NAME

• DEPARTMENT

• SEARCH_CN

• LDAP_URL

• SEARCH_BASE

Table 2-2 LDAPConfig.ini Configuration Settings

Field Description

Directory Attributes

FIRST_NAME= Default specifies givenname, the first name attribute as defined in the directory schema.

MIDDLE_INITIALS= Default specifies middleinitial, the middle name attribute as defined in the directory schema.

LAST_NAME= Default specifies sn, the last name attribute as defined in the directory schema.

COMMON_NAME= Default specifies cn, the common name or nickname attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using a nickname (for example, Bob, instead of Robert).

TELEPHONE_NUMBER= Default specifies telephonenumber, the telephone number attribute as defined in the directory schema.


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USERID= Default specifies uid, the user ID attribute as defined in the directory schema.

DEPARTMENT= Default specifies departmentnumber, the department number or name attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using the department name or number.

Connection Details

MAX_DIR_CONNECTION=

Default specifies 2. By default, the IPMA software keeps two live directory connections for directory searches. If more than two directory connections are required, increase the number.

INITIAL_DIR_CONNECTION=

The default specifies two.

SEARCHSIZE= Default specifies 25. Do not change this limit.

MAX_TIME_LIMIT= The default specifies zero (no time limit) seconds to return a search.

SEARCH_CN= Default specifies true. Set this field to true if you want the user to search the directory by using the common name (nickname). The value that you enter in the COMMON_NAME field specifies the nickname.

MANAGER_DN= Leave this field blank if the directory allows anonymous searches. If anonymous searches are not allowed, ensure that this field contains a setting similar to cn=CCM SysUser,ou=Users,o=<company.com>

MANAGER_PASSWORD=

This field specifies the password of the MANAGER_DN defined.

Table 2-2 LDAPConfig.ini Configuration Settings (continued)

Field Description


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Chapter 2 Cisco IP Manager AssistantProviding Information to Cisco IPMA Managers and Assistants

Providing Information to Cisco IPMA Managers and Assistants

Install the assistant console application for Cisco IPMA by accessing a URL. The administrator sends the URL, in the “Installing the Assistant Console Application” section on page 2-50, to the assistant.

Note The assistant console application installation program supports Netscape 4.7 and 6.7 and Internet Explorer 5.5 and 6.

Installing the Assistant Console ApplicationBegin the installation by accessing the following URL:

http://<IPMA server>/ma/Install/IPMAConsoleInstall.jsp

where:

IPMA server specifies the IP address of the server that has the IPMA service running on it.

LDAP_URL= Ensure that this field always contains a URL address and port number of the corporate directory. The URL address uses the format ldap://ldap.<company.com:port#>

SEARCH_BASE= Default specifies ou=active,ou=employees,ou=people,o=<company.com> as the search base for the users.

Table 2-2 LDAPConfig.ini Configuration Settings (continued)

Field Description


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Chapter 2 Cisco IP Manager AssistantProviding Information to Cisco IPMA Managers and Assistants

Tip You can localize the installer (with the proper localization pack) by including the proper parameter on the URL; for example, for French, you would include the following at the end of the URL: ?locale=french_france.

The assistant console installation package for Cisco IPMA resides in the directory C:\Program Files\Cisco\MA\Tomcat\webapps\ma\Install\Package. The installation package contains a script file, installscript.txt, which controls the installation. To change the behavior of the assistant console installation for Cisco IPMA, the administrator may modify the script file.

Note To install the Assistant Console application on a computer with Microsoft IE version 6 on Windows XP, install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. See Appendix A, “Troubleshooting Features and Services,” for more information.

Script File ParametersYou can change the following parameters:

• ShowTrace—Default specifies false. If this parameter is set to true, detailed information about the progress of the installation gets presented to the administrator as a scrolling log that is used for debugging installation issues. The trace that is presented here also gets written to the InstallLog.txt file that the install places on the client computer.

• ShowDialog—Default specifies false. The administrator may want to change this parameter most often. If this parameter is set to false, the installation dialog does not display. The installation dialog may display to allow the administrator to choose the directory where the assistant console for Cisco IPMA will be installed and whether the desktop and start menu shortcuts will be created.

• DefaultInstallPath—The path of the directory where the assistant console software gets installed. The default specifies the following path: C:\Program Files\Cisco\IPMA Assistant Console\.


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Chapter 2 Cisco IP Manager AssistantTroubleshooting Cisco IPMA

• CreateDesktopShortcut—Default specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created on the assistant console desktop. If ShowDialog is true, this parameter determines the default state of the Desktop Shortcut option in the installation dialog.

• CreateStartMenuShortcut—Default specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco IPMA > IPMA Assistant Console). If ShowDialog is true, this parameter determines the default state of the Start menu shortcut option in the installation dialog.

Manager ConfigurationManagers can customize their feature preferences from the Manager Configuration window by using the following URL:

http://<IPMA server>/ma/desktop/maLogin.jsp

where:

IPMA server specifies the IP address of the server that has the Cisco IPMA service running on it.

Note The Manager Configuration only supports Microsoft Internet Explorer 5.5 and above.

The administrator must send this URL to the manager.

Troubleshooting Cisco IPMACisco IPMA provides troubleshooting tools for the administrator. Tools include performance counters and alarms, which are part of Cisco CallManager Serviceability. For more information about performance counters and alarms, refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide.

For information about troubleshooting tools, error messages, and how to recover from Cisco IPMA problems, see Appendix A, “Troubleshooting Features and Services.”


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Chapter 2 Cisco IP Manager AssistantWhere to Find More Information

Where to Find More InformationRelated Topic

• Softkey Templates, Cisco CallManager System Guide

Additional Cisco Documentation

• Cisco IP Manager Assistant User Guide




• Bulk Administration Tool User Guide for Cisco CallManager



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Chapter 2 Cisco IP Manager AssistantWhere to Find More Information


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Cisco CalOL-3030-01

C H A P T E R 3
Cisco Call Back
The Cisco Call Back feature allows you to receive call back notification on your Cisco IP Phone when a called party line becomes available. To receive call back notification, a user presses the CallBack softkey while receiving a busy or ringback tone. You can activate call back notification on a line on a Cisco IP Phone within the same Cisco CallManager cluster as your phone. You cannot activate call back notification if the called party has forwarded all calls to another extension.

This chapter provides the following information about Cisco Call Back:

• Introducing Cisco Call Back, page 3-2

• System Requirements for Cisco Call Back, page 3-8


• Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature, page 3-10

• Configuring Cisco Call Back Feature, page 3-11

• Providing Information to Users for Cisco Call Back Feature, page 3-16

• Troubleshooting Cisco Call Back Feature, page 3-16



Chapter 3 Cisco Call BackIntroducing Cisco Call Back

Introducing Cisco Call BackThe following sections provide information about the Cisco Call Back feature:

• Overview of Cisco Call Back Architecture, page 3-2

• Cisco Extended Functions Service Dependency, page 3-5

• Multiple Cisco Extended Functions Applications in a Cluster, page 3-6

• How to Use Cisco Call Back, page 3-7

Overview of Cisco Call Back ArchitectureThe Cisco Call Back feature uses the Cisco Extended Functions (CEF) service. The CEF service comprises the following interfaces:

• Cisco CTIManager Interface (QBEHelper), page 3-3

• Cisco CallManager Database Interface (DBL Library), page 3-3

• Call Back Handler, page 3-4

• Screen Saver and Call Back Dictionary, page 3-4

• Redundancy Manager, page 3-4

• DB Change Notifier, page 3-4

• SDI Trace and Alarm, page 3-5

The CEF service interfaces with the phone by using the XML services interface (XSI) over skinny protocol (a protocol that is used between a Cisco IP Phone and Cisco CallManager) and the Quick Byte Encoding protocol (a protocol that is used between the Cisco CTIManager and TSP/JTAPI). See Figure 3-1.


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Figure 3-1 Cisco Call Back Using the Cisco Extended Functions Service Architecture

Cisco CTIManager Interface (QBEHelper)

The QBEHelper library provides the interface that allows the CEF service to communicate with a configured Cisco CTIManager.

Cisco CallManager Database Interface (DBL Library)

The DBL library provides the interface that allows the CEF service to perform queries on various devices that are configured and registered in the Cisco CallManager database.

NT Service Cisco Extended Functions

Redundancy managerDB Change Notification handler

Call Back Handler Screen Saver

Call BackDictionary

QBEHelper DBL Library SDI Trace Alarm

QBE

DB (SQL & Directory)

CiscoCTIManager

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Skinny

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Call Back Handler

The Call Back Handler resides in the CEF service and receives the called extension and calling extension information when the CallBack softkey is pressed. Cisco CallManager passes this information to the CEF service through the Cisco CTIManager interface.

The Cisco Extended Functions service determines the destination device by using the Cisco CallManager Database Interface. The CEF service opens the line and device by using Cisco CTIManager. When the called line becomes available, the CEF service sends an audio alert (a twinkle sound) and visual notification on the Cisco IP Phone through the Cisco CTIManager and XSI interfaces. Only one Call Back can be active on a Cisco IP Phone. The Call Back Handler keeps this information in memory. Phones and lines get opened through Cisco CTIManager only for a Call Back-activated phone and called phone line. When the Call Back notification goes to the Call Back-activated phone, the phone and lines that were opened by Cisco CTIManager close.

Screen Saver and Call Back Dictionary

The screen saver of the Cisco Extended Functions service reads the XML dictionary files and creates Document Object Model (DOM) objects for all installed locales when the CEF service starts. The system uses these DOM objects for constructing XSI screens that are needed by the Cisco IP Phone.

Redundancy Manager

When multiple Cisco Extended Functions are active within a Cisco CallManager cluster, the redundancy manager uses an algorithm to determine which CEF is active and which is the backup CEF. The Redundancy Manager uses the lowest IP address of the server that is running the CEF service as the active service. The remaining CEF services serve as backup services.

DB Change Notifier

The DB Change Notifier handles all the database change notifications, such as service parameter changes, trace parameter changes, and alarm configuration changes, and reports the changes to the CEF service.


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SDI Trace and Alarm

The Cisco Extended Functions service uses the SDI Trace and Alarm libraries. The libraries generate trace and alarms to the Event Viewer. The alarm library publishes information to the Cisco RIS Data Collector service about the CEF service. For more information about trace and alarms, refer to the Cisco CallManager Serviceability Administration Guide.

Cisco Extended Functions Service DependencyCisco Call Back uses the Cisco Extended Functions service, which depends on the following services (see Figure 3-2):

• Cisco CallManager—Ensure a minimum of one Cisco CallManager service is running in the cluster, but the service need not be on the same server as CEF.

• Cisco CTIManager—Ensure a minimum of one Cisco CTIManager service is running in the cluster, but the service need not be on the same server as CEF.

• Cisco Database Layer Monitor—Ensure one Cisco Database Layer Monitor service is running on the same server as CEF.

• Cisco RIS Data Collector—Ensure one Cisco RIS Data Collector service is running on the same server as CEF.

Tip Install all the services on one server for one-server Cisco CallManager systems.


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Figure 3-2 Cisco Extended Functions Service Dependency (Typical Configuration)

Multiple Cisco Extended Functions Applications in a ClusterIf multiple Cisco Extended Functions applications are active within a Cisco CallManager cluster, Cisco Extended Functions uses an algorithm to determine which application should be active and to order the remaining as backups. The Cisco Extended Functions application with the lowest IP address becomes active. The application with the next lowest IP address becomes the backup to the active application. Any remaining applications act as backups to each other, beginning with the application with the next lowest IP address. If you add any new applications to the cluster, Cisco Extended Functions restarts the algorithm to determine which application will be active.

Note When a Cisco Extended Functions application gets started in a cluster, the Cisco Extended Functions application with the lowest IP address becomes active. This process may cause an interruption to Call Back for approximately 2 minutes.

To verify the directory status and Cisco Extended Functions application registration status to the Cisco CTIManager, use the Real-Time Monitoring Tool as described in the Cisco CallManager Serviceability Administration Guide.

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How to Use Cisco Call BackAfter proper installation and configuration, Cisco IP Phone Models 7960 and 7940 include the Cisco Call Back feature. The following sections describe how to use the Call Back feature and what happens during normal and abnormal operations.

For more information about how to use the Call Back feature, refer to the Cisco IP Phone Models 7960 and 7940 User Guide.

Cisco Call Back—Normal Operation

Use Cisco Call Back for notification when a busy phone becomes available. See the following examples.

Phone A and Phone C call Phone B, and both phones activate Call Back. When Phone B becomes available, both Phone A and Phone C receive notification. The phone that initiates the Call Back first connects to Phone B.

Phone A calls Phone B in the same Cisco CallManager cluster. Because Phone B is busy or does not reply, Phone A activates the Call Back feature by using the CallBack softkey. When Phone B becomes available, Phone A receives an audio alert and visual notification.

When Phone A activates Call Back, the following message displays:

Call Back is activated on xxxx (a directory number). Press Cancel to deactivate. Press Exit to quit this screen.

When Phone B becomes available (on hook), Phone A receives audio notification and the following message displays:

xxxx has become available Time <hh:mm mm/dd/yy>. Press Dial to Call. Press Exit to quit this screen.

Cisco Call Back—Abnormal Operation

From time to time, Call Back may not work for various reasons. See the following examples.

Phone A calls Phone B in the same Cisco CallManager cluster. Because Phone B is busy or does not reply, Phone A activates the Call Back feature by using the CallBack softkey. When Phone B becomes available, Phone A receives an audio alert and visual notification.


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Chapter 3 Cisco Call BackSystem Requirements for Cisco Call Back

When Phone A unsuccessfully tries to activate Call Back, the following message displays:

Call Back cannot be invoked for extension xxxx. Press Exit to quit this screen.

If Phone A tries to press the CallBack softkey during the idle state, the following message displays on Phone A:

Call Back is not active. Press Exit to quit this screen.

When Phone A tries to activate Call Back and it is already active, the following message displays:

CallBack is already active on xxxx. Press OK to activate on yyyy. Press Exit to quit this screen.

When Phone A tries to activate Call Back and the extension is not found in the database, the following message displays:

CallBack cannot be activated for xxxx.

When Phone A tries to activate Call Back and the Cisco CTIManager and Cisco Extended Functions services are not registered, the following message displays:

Service not available.

When Phone A tries to activate Call Back and the Cisco Extended Functions service is not working, the following message displays:

Call Back Service Failure.

System Requirements for Cisco Call BackCisco Call Back requires the following software components to operate:

• Cisco CallManager 3.3 or later


• Microsoft Internet Explorer or Netscape Navigator

The following phones support Cisco Call Back with the CallBack softkey (can be calling and called phone):

• Cisco IP Phone Models 7960 and 7940


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Chapter 3 Cisco Call BackInteractions and Restrictions

You can call the following phones and can have Call Back activated on them (must be in same Cisco CallManager cluster as calling phone):

• Cisco IP Phone 30 SP+

• Cisco IP Phone 12 SP+

• Cisco IP Phone 12 SP

• Cisco IP Phone 12 S

• Cisco IP Phone 30 VIP



• Cisco VGC Phone (uses the Cisco VG248 Gateway)

• Cisco Skinny Client Control Protocol (SCCP) Phone

• Cisco Analog Telephone Adapter (ATA) 186

• CTI route point forwarding calls to above phones

Interactions and RestrictionsTable 3-1 describes how Cisco Call Back interacts with call waiting and call forward features.

Note The calling phone can have only one active Call Back request. The called phone can have multiple Call Back requests applied to it.

Table 3-1 Call Back Interactions with Call Waiting and Call Forwarding

Call Waiting Call Forward AllCall Forward Busy

Call Forward No Answer Call Back

ON Not configured Not configured Not configured Supported

ON or OFF Configured OFF or OFF ON or OFF Not supported

ON or OFF Not configured Configured Not configured Supported

ON or OFF Not configured Not configured Configured Supported


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Chapter 3 Cisco Call BackInstalling and Activating Cisco Extended Functions for the Cisco Call Back Feature

Installing and Activating Cisco Extended Functions for the Cisco Call Back Feature

Cisco Call Back, a feature within the Cisco Extended Functions service, automatically gets installed with Cisco CallManager installation. Perform three steps after installation to make Cisco Call Back available for use:

1. Properly configure the Cisco Call Back feature for Cisco IP Phone users. See the “Configuring Cisco Call Back Feature” section on page 3-11.

2. Configure the applicable service parameters for the Cisco Extended Functions service. See the “Setting the Cisco Extended Functions Service Parameters” section on page 3-14.

3. Use Cisco CallManager Serviceability Service Activation, located under the Tools menu, to activate the Cisco Extended Functions service. Refer to the Cisco CallManager Serviceability Administration Guide.

Note If the users require the Cisco Call Back feature to display (softkeys and messages on the phone) in any language other than English, verify that the locale installer is installed before configuring Cisco Call Back. Refer to the Cisco IP Telephony Locale Installer documentation.

ON or OFF Not configured Configured Configured Supported

OFF Not configured Not configured Not configured Supported

Table 3-1 Call Back Interactions with Call Waiting and Call Forwarding (continued)

Call Waiting Call Forward AllCall Forward Busy

Call Forward No Answer Call Back


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Chapter 3 Cisco Call BackConfiguring Cisco Call Back Feature

Configuring Cisco Call Back FeatureFor successful configuration of the Cisco Call Back feature, review the steps in the configuration checklist, perform the configuration requirements, and activate the Cisco Extended Functions service. The following sections provide configuration information:

• Configuration Checklist for Cisco Call Back, page 3-11

• Creating a Softkey Template with the CallBack Softkey, page 3-12

• Configuring CallBack Softkey Template in Device Pool, page 3-13

• Adding CallBack Softkey Template in Phone Configuration, page 3-14

• Setting the Cisco Extended Functions Service Parameters, page 3-14

Configuration Checklist for Cisco Call BackTable 3-2 shows the logical steps for configuring the Cisco Call Back feature in Cisco CallManager.

Table 3-2 Cisco Call Back Configuration Checklist


Step 1 Create a copy of the Standard User softkey template and add the CallBack softkey:

• On Hook call state

• Ring Out call state

Creating a Softkey Template with the CallBack Softkey, page 3-12

Step 2 Add the new softkey template to the device pool.

Configuring CallBack Softkey Template in Device Pool, page 3-13

Step 3 Add the new softkey template to the user phones by using the Phone Configuration window.

Adding CallBack Softkey Template in Phone Configuration, page 3-14

Step 4 Use defaults for Cisco Extended Functions service parameters.

Setting the Cisco Extended Functions Service Parameters, page 3-14


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Creating a Softkey Template with the CallBack SoftkeyPerform the following procedure to create a new softkey template with the CallBack softkey.

Procedure

Step 1 From Cisco CallManager Administration, choose Device > Device Settings > Softkey Template.

The Softkey Template Configuration window displays.

Step 2 From the Softkey Template list, or from the drop-down list box in the Create a softkey template based on field, choose the Standard User softkey template. (If you choose the first option, the Softkey Template Configuration window automatically displays with new information. Go to Step 3.)

Step 3 Click the Copy button.

The Softkey Template Configuration window displays with new information.

Step 4 In the Softkey Template Name field, enter a new name for the template; for example, Standard User for Call Back.

Step 5 Click the Insert button.

The Softkey Template Configuration redisplays with new information.

Step 5 Choose user locales for Cisco IP Phones. User Configuration Settings, Cisco CallManager Administration Guide

Cisco IP Telephony Locale Installer documentation.

Step 6 Using the Cisco CallManager Serviceability tool, Service Activation, activate Cisco Extended Functions service.


Table 3-2 Cisco Call Back Configuration Checklist (continued)



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Step 6 To add the CallBack softkey to the template, click the Configure Softkey Layout link.

The Softkey Layout Configuration window displays. You must add the CallBack softkey to the On Hook and Ring Out call states.

Step 7 To add the CallBack softkey to the On Hook call state, click the On Hook link in the Call States field.

The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

Step 8 From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list.

Step 9 To save and continue, click the Update button.

Step 10 To add the CallBack softkey to the Ring Out call state, click the Ring Out link in the Call States field.

The Softkey Layout Configuration window redisplays with the Unselected Softkeys and Selected Softkeys lists.

Step 11 From the Unselected Softkeys list, choose the CallBack softkey and click the right arrow to move the softkey to the Selected Softkeys list.


Configuring CallBack Softkey Template in Device PoolPerform the following procedure to add the Call Back softkey template to the device pool. You can add the template to the default device pool if you want all users to have access to the CallBack softkey, or you can create a customized device pool for Call Back feature users.

Procedure

Step 1 From Cisco CallManager Administration, choose System > Device Pool.

The Device Pool Configuration window displays.

Step 2 Choose the Default device pool or any previously created device pool that is listed in the Device Pools.


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Step 3 In the Softkey Template field, choose the softkey template that contains the CallBack softkey from the drop-down list box. (If you have not created this template, see the “Creating a Softkey Template with the CallBack Softkey” section on page 3-12.)


Adding CallBack Softkey Template in Phone ConfigurationPerform the following procedure to add the Call Back softkey template to each user phone.

Procedure

Step 1 From Cisco CallManager Administration, choose Device > Phone.

The Find and List Phones window displays.

Step 2 Find the phone to which you want to add the softkey template. See Finding a Phone in the Cisco CallManager Administration Guide.

Step 3 In the Softkey Template field, choose the softkey template that contains the CallBack softkey from the drop-down list box. (If you have not created this template, see the “Creating a Softkey Template with the CallBack Softkey” section on page 3-12.)


Setting the Cisco Extended Functions Service ParametersSet the Cisco Extended Functions service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco Call Back application resides and then choose the Cisco Extended Functions service.


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Cisco recommends that you use the default service parameters settings unless otherwise instructed by the Cisco Technical Assistance Center. Cisco Extended Functions includes the following parameters for Cisco Call Back:

• CTI Connecting Port—Default specifies port 2748. If this port number changes, restart the Cisco Extended Functions service.

• Provider Open Call Time Out—Default specifies 30000. This parameter specifies the wait time of the Cisco Extended Functions service after provider open requests are issued to Cisco CTIManager. If this wait time changes, restart the Cisco Extended Functions service.

• HeartBeat Interval Time Out—Default specifies 30. Cisco Extended Functions and Cisco CTIManager exchange heartbeats to maintain the connection. If this interval time out changes, restart the Cisco Extended Functions service.

• Connection Retry Time Out—Default specifies 60000. Cisco Extended Functions retries to reconnect to Cisco CTIManager if a connection drops. If this retry timeout changes, restart the Cisco Extended Functions service.

• Synchronous Request Time Out—Default specifies 20000. This parameter specifies the wait time of the Cisco Extended Functions service after a synchronous request is issued. If this requested timeout changes, restart the Cisco Extended Functions service.

• Audio File Name—Default specifies CallBack.raw. The Call Back.raw file, located in the directory C:\Program Files\Cisco\TFTPPath gets uploaded to the Cisco IP Phone by Cisco TFTP during the restart cycle. This file contains the twinkle sound that the Cisco IP Phone plays during Call Back notification. The Audio format specifies 64 kbps audio mu-law. If this file name changes, restart the Cisco Extended Functions service.

• CBB Change Notification TCP Port—Default specifies 2552. This parameter specifies the port number of the Cisco Extended Functions database change notification receiving TCP port. The Cisco Database Layer Monitor sends database change notifications. If this port number changes, restart the Cisco Extended Functions service.


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Chapter 3 Cisco Call BackProviding Information to Users for Cisco Call Back Feature

Providing Information to Users for Cisco Call Back Feature

The Cisco IP Phone Models 7960 and 7940 User Guide provides procedures for how to use the Call Back feature on the Cisco IP Phone.

Troubleshooting Cisco Call Back FeatureUse the Cisco CallManager Serviceability Trace Configuration and Real-Time Monitoring Tool to help troubleshoot Call Back problems. Refer to the Cisco CallManager Serviceability Administration Guide.

For troubleshooting information, refer to the Troubleshooting Guide for Cisco CallManager.

Where to Find More InformationRelated Topics

• Softkey Template Configuration, Cisco CallManager Administration Guide

• Device Defaults Configuration, Cisco CallManager Administration Guide

• Service Parameters Configuration, Cisco CallManager Administration Guide

• Cisco IP Phone Configuration, Cisco CallManager Administration Guide



• Cisco CallManager System Guide




• Cisco IP Phones Model 7960 and 7940 User Guide


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Chapter 3 Cisco Call BackWhere to Find More Information

• Cisco IP Phone Administration Guide for Cisco CallManager

• Cisco IP Telephony Locale Installer


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Chapter 3 Cisco Call BackWhere to Find More Information


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C H A P T E R 4
Music On Hold
The integrated Music On Hold (MOH) feature allows users to place on-net and off-net users on hold with music that is streamed from a streaming source. The Music On Hold feature allows two types of hold:

• End-user hold

• Network hold, which includes transfer hold, conference hold, and call park hold

Music On Hold also supports other scenarios where recorded or live audio is needed.

This chapter covers the following topics:

• Understanding Music On Hold, page 4-2

• Music On Hold Server, page 4-11

• Music On Hold Audio Sources, page 4-12

• Music On Hold System Requirements and Limits, page 4-17

• Music On Hold Failover and Failback, page 4-18

• Music On Hold Configuration Checklist, page 4-19

• Monitoring Music On Hold Performance, page 4-20

• Music On Hold Audio Source Configuration, page 4-26

• Music On Hold Server Configuration, page 4-38



Chapter 4 Music On HoldUnderstanding Music On Hold

Understanding Music On HoldThe following sections explain the Music On Hold feature by providing definitions, service characteristics, feature functionality with examples, and supported features.

Related Topics

• Music On Hold Definitions, page 4-2

• Music On Hold Characteristics, page 4-4

• Music On Hold Functionality, page 4-5

• Supported Music On Hold Features, page 4-7

Music On Hold DefinitionsIn the simplest instance, music on hold takes effect when phone A is talking to phone B, and phone A places phone B on hold. If Music On Hold (MOH) resource is available, phone B listens to music that is streamed from a music on hold server.

The following definitions provide important information for the discussion that follows:

• MOH server—A software application that provides music on hold audio sources and connects a music on hold audio source to a number of streams.

• Media resource group—A logical grouping of media servers. You may associate a media resource group with a geographical location or a site as desired. You can also form media resource groups to control server usage or desired service type (unicast or multicast).

• Media resource group list—A list that comprises prioritized media resource groups. An application can select required media resources from among ones that are available according to the priority order that is defined in a media resource group list.

• Audio source ID—An ID that represents an audio source in the music on hold server. The audio source can be either a file on a disk or a fixed device from which a source stream obtains the streaming data. One cluster can support up to 51 audio source IDs (1 to 51). Each audio source (represented by an audio source ID) can stream as unicast and multicast mode, if needed.


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• Holding party—In an active, two-party call, the party that initiates a hold action (either user hold or network hold). Example: if party A is talking to party B, and party A presses the Hold softkey to initiate a hold action, party A is the holding party.

• Held party—In an active, two-party call, the party that does not initiate a hold action but is involved. Example: if party A is talking to party B, and party A presses the Hold softkey to initiate a hold action, party B is the held party.

The following audio source ID selection rules apply for selecting audio source IDs and media resource group lists:

• The system administrator, not the end user, defines (configures) audio source IDs.

• The system administrator chooses (configures) audio source IDs for device(s) or device pool(s).

• Holding parties define which audio source ID applies to held parties.

• Cisco CallManager implements four levels of prioritized audio source ID selection with level four as highest priority and level one as lowest priority.

– The system selects audio source IDs at level four, which is directory/line-based, if defined. (Devices with no line definition, such as gateways, do not have this level.)

– If no audio source ID is defined in level four, the system searches any selected audio source IDs in level three, which is device based.

– If no level four nor level three audio source IDs are selected, the system selects audio source IDs that are defined in level two, which is DevicePool-based.

– If all higher levels have no audio source IDs selected, the system searches level one for audio source IDs, which are clusterwide parameters.

The following media resource group list selection rules apply:

• Held parties determine the media resource group list that a Cisco CallManager uses to allocate a music on hold resource.

• Two levels of prioritized media resource group list selection exist:

– Level two media resource group list provides the higher priority level, which is device based. Cisco CallManager uses the media resource group list at the device level if such a media resource group list is defined.


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– Level one media resource group list provides the lower priority level, which is an optional DevicePool parameter. Cisco CallManager uses the DevicePool level media resource group list only if no media resource group list is defined in the device level for that device.

• If no media resource group lists are defined, Cisco CallManager uses the system default resources. System default resources comprise resources that are not assigned to any existing media resource group. System default resources are always unicast.

Music On Hold CharacteristicsThe integrated Music On Hold feature allows users to place on-net and off-net users on hold with music that is streamed from a streaming source. This source makes music available to any possible on-net or off-net device that is placed on hold. On-net devices include station devices and applications that are placed on hold, consult hold, or park hold by an interactive voice response (IVR) or call distributor. Off-net users include those who are connected through Media Gateway Control Protocol (MGCP)/skinny gateways, IOS H.323 gateways and IOS Media Gateway Control Protocol gateways. The Music On Hold feature is also available for Cisco IP POTS phones that are connected to the Cisco IP network through FXS ports on IOS H.323/Media Gateway Control Protocol and for Cisco Media Gateway Control Protocol/skinny gateways.

The integrated Music On Hold feature covers media server, data base administration, call control, media resource manager, and media control functional areas.

The music on hold server provides the music resources/streams. These resources register with the Cisco CallManager during the initialization/recovery period.

Database administration provides a user interface to allow the Cisco CallManager administrator to configure the Music On Hold feature for the device(s). Database administration also provides Cisco CallManager call control with configuration information.

Call control controls the music on hold scenario logic.

The media resource manager processes the registration request from the music on hold server and allocates/deallocates the music on hold resources under the request of call control.


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Media control controls the establishment of media stream connections, which can be one-way or two-way connections.

You must ensure that an end device is provisioned with music on hold-related information before music on hold functions for that device. Initializing a Cisco CallManager creates a media resource manager. The music on hold server(s) registers to the media resource manager with its music on hold resources.

When an end device or feature places a call on hold, Cisco CallManager connects the held device to a music resource. When the held device is retrieved, it disconnects from the music on hold resource and resumes normal activity.

Music On Hold FunctionalityFor music on hold to function, you must perform the actions in the following list:

• Configure music on hold servers.

• Configure audio sources.

Note Define audio sources first and then set up the music on hold servers, especially when multicast will be used. The user interface allows either step to take place first.

Note If an audio source is configured for multicast, the MOH server always transmits the audio stream, regardless of whether devices are held.

• Configure media resource groups. If multicast is desired, check the Use Multicast for MOH Audio check box.

• Configure media resource group lists.

• Assign media resource group lists and audio sources to device pools.

• Assign media resource group lists and audio sources to devices (to override assignments made to device pools).

• Assign audio sources to lines (to override device settings).


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Using the preceding configuration actions, if you define music on hold functionality as follows, the examples that follow demonstrate music on hold functionality for user hold, transfer hold, and call park.

Media Resource Groups

MOH designates a music on hold server. MRG designates a media resource group.

• MRG_D comprises MOH_D.

• MRG_S_D comprises MOH_S and MOH_D.

Media Resource Group Lists

MRGL designates a media resource group list.

• MRGL_D comprises MRG_D.

• MRGL_S_D comprise MRG_S_D and MRG_D (prioritized order).

Nodes

• Dallas node comprises phone D and MOH_D.

• San Jose node comprises phone S and MOH_S.

• Assign phone D audio source ID 5, Thank you for holding (for both user and network hold), and MRGL_D.

• Assign phone S audio source ID 1, Pop Music 1 (for both user and network hold), and MRGL_S_D.

User Hold Example

Phone D calls phone S, and phone S answers. Phone D presses the Hold softkey. Result: Phone S receives Thank you for holding announcement that is streaming from MOH_S. (MOH_S has available streams.) When phone D presses the Resume softkey, phone S disconnects from the music stream and reconnects to phone D.


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Transfer Hold Example

Transfer hold serves as an example of network hold.

Phone D calls phone S, and phone S answers. Phone D presses the Transfer softkey. Phone S receives Thank you for holding announcement that is streaming from MOH_D. (MOH_S has no available streams, while MOH_D does.) After phone D completes the transfer action, phone S disconnects from the music stream and gets redirected to phone X, the transfer destination.

Call Park Example

Call park serves as an example of network hold.

Phone D calls phone S, and phone S answers. Phone S presses the CallPark softkey. Phone D receives a beep tone. (MOH_D has no available streams.) Phone X picks up the parked call. Phone S gets redirected to phone X (phone D and phone X are conversing).

Supported Music On Hold FeaturesMusic on hold supports the following features, which are listed by category. Feature categories include music on hold server characteristics, server scalability, server manageability, server redundancy, database scalability, and manageability.

Music On Hold Server Characteristics

• Servers stream music on hold from music on hold data source files that are stored on their disks.

• Servers stream music on hold from an external audio source (for example, looping tape recorder, radio, or CD).

• Music on hold servers can use a single music on hold data source for all source streams and, hence, all connected streams. When multiple music on hold servers are involved, the local server of each music on hold server always stores the music on hold data source files. Cisco CallManager does not support distribution of fixed-device (hardware) audio sources across music on hold servers within a media resource group.

• Music on hold data source files have a common filename across all music on hold servers in a media resource group.


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• Music on hold data source files get installed once and TFTPed as needed.

• Each audio source receives a feed from either a designated file or a designated fixed source (for example, radio or CD).

• A designated fixed source comprises a single device, which is either enabled or disabled.

• The audio driver on the local machine makes a single fixed source available to the music on hold server.

• Music on hold servers support the G.711 (a-law and mu-law), G.729a, and wideband codecs.

• Music on hold servers register with one primary Cisco CallManager server.

Server Scalability

• Music on hold supports from 1 to more than 500 simplex unicast streams per music on hold server.

• Music on hold supports multiple Cisco-developed media-processing applications, including Interactive Voice Response (IVR) and AutoAttendant (AA). Cisco CallManager facilitates this support.

• Music on hold server simultaneously supports up to 50 music on hold data source files as sources.

• Music on hold server supports one fixed-device stream source in addition to the file stream sources. This source is the fixed audio source, which is configured on the Music On Hold (MOH) Fixed Audio Source Configuration page.

Server Manageability

• From Cisco CallManager Serviceability windows, you can install the music on hold server application, Cisco IP Media Streaming Application, on any standard media convergence server (MCS) as a service.

• You can install music on hold application on the same media convergence server (MCS) as other media applications, so music on hold and the other media application(s) co-reside on the MCS.

• You can install music on hold server application on multiple media convergence servers (MCS) in a cluster.


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• The administrator can specify the source for each source stream that is provided by the server.

• Administration of stream sources takes place through a browser.

Server Redundancy

• Music on hold servers support Cisco CallManager lists. The first entry on the list serves as the primary server, and subsequent Cisco CallManagers on the list serve as backup Cisco CallManagers in prioritized order.

• Music on hold servers can maintain a primary and backup connection to Cisco CallManagers from their Cisco CallManager list.

• Music on hold servers can re-home to backup Cisco CallManagers by following the standard procedures that are used by other servers and phones on the cluster.

• Music on hold servers can re-home to their primary server by following standard procedures for other media servers on the cluster.

Cisco CallManager/Database Requirements

• When a Cisco CallManager is handling a call and places either endpoint in the call on hold, the Cisco CallManager can connect the held endpoint to music on hold. This feature holds true for both network hold and user hold. Network hold includes transfer, conference, call park, and so forth.

• A media resource group for music on hold supports having a single music source stream for all connected streams.

• The system supports having music on hold server(s) at a central site without music on hold server(s) at remote sites. Remote site devices that require music on hold service can obtain service from a media resource group across the WAN when service is not available locally.

• You can distribute music on hold servers to any site within a cluster.

• A music on hold server can use a single music on hold data source for all source streams and, hence, all connected streams. When multiple music on hold servers are involved, the music on hold data source may be a file stored locally on each server.


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• The system can detect when the primary media resource group that supplies music on hold for a device is out of streams and can select a stream from the secondary or tertiary media resource group that is specified for that device.

• When connecting a device to music on hold, the system can insert a transcoder when needed to support low-bandwidth codecs.

Database Scalability

• Cisco CallManager can support from 1 to more than 500 unicast sessions per music on hold server.

• A cluster can support from 1 to more than 20 music on hold servers.

• A cluster can support from 1 to more than 10,000 simultaneous music on hold streams across the cluster.

• A cluster can support from 1 to >= 500 media resource groups for music on hold.

• A media resource group for music on hold can support from 1 to >= 20 music on hold servers.

Manageability

• The administrator can select media resource group list per device.

• The administrator can select music on hold source stream per device/DN.

• The administrator can select music on consult (network hold) source stream per device/DN.

• The administrator can configure which music on hold servers are part of a specified media resource group.

• The administrator can designate a primary, secondary, and tertiary music on hold/consult servers for each device by configuring media resource groups and media resource group lists.

• The administrator can provision multiple music on hold servers.

• The administrator can provision any device registered with the system such that any music on hold server can service it in the system.

• All music on hold configuration and administration take place through a browser.


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Chapter 4 Music On HoldMusic On Hold Server

• The administrator specifies the user hold and network hold audio sources for each device pool. These default audio sources may be either file-based or fixed device-based.

• The administrator can designate a music on hold server as either unicast or multicast, provided that resources exist to support multicast.

• The administrator can reset all music on hold servers.

Music On Hold ServerThe music on hold server uses the Station Stimulus (Skinny Client) messaging protocol for communication with Cisco CallManager. A music on hold server registers with the Cisco CallManager as a single device and reports the number of simplex, unicast audio streams that it can support. The music on hold server advertises its media type capabilities to the Cisco CallManager as G.711 mu-law and a-law, G.729a, and wideband. Cisco CallManager starts and stops music on hold unicast streams by sending skinny client messages to the music on hold server.

A music on hold server handles up to 500 simplex, unicast audio streams. A media resource group includes one or more music on hold servers. A music on hold server supports 51 audio sources, with one audio source that is sourced from a fixed device that uses the local computer audio driver, and the rest that are sourced from files on the local music on hold server.

You may use a single file for multiple music on hold servers, but the fixed device may be used as a source for only one music on hold server. The music on hold audio source files get stored in the proper format for streaming. Cisco CallManager allocates the simplex unicast streams among the music on hold servers within a cluster.

The music on hold server uses the media convergence server series hardware platform. A sound card that is installed on the same computer as the music on hold server application provides the external fixed audio source, which can be a looping tape recorder, radio, or CD.

The music on hold server, which is actually a component of the Cisco IP voice media streaming application, supports standard device recovery and database change notification.

The music on hold server uses the following DirectShow filters: fxcode.ax, ipvmsrend.ax, mohencode.ax, and wavdest.ax.


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Chapter 4 Music On HoldMusic On Hold Audio Sources

The music on hold server includes a hard-coded, read-only audio source storage directory. Do not change files in this directory, C:\Program Files\Cisco\MOH, in any way and do not add files to this directory.

Music On Hold Audio SourcesAn MOH audio translator service converts administrator-supplied audio sources to the proper format for the music on hold server to use. The audio translator uses two parameters, an input directory and an output directory. You can configure the input directory, which defaults to C:\Program Files\Cisco\DropMOHAudioSourceFilesHere, on a per-service basis. The output directory, a clusterwide parameter, contains a Universal Naming Convention (UNC) name to a shared directory on the default MOH TFTP directory. For whatever directory is specified, append \MOH.

When the administrator drops an audio source file into the input directory, the MOH Audio Translator processes the file and then moves it into the output directory along with any files that are generated. Cisco CallManager supports most audio source file formats as input sources, including wav and mp3 files. After the input audio source is converted, an audio source file exists for each codec type that the music on hold server supports. Supply the highest quality source that is available.

Music On Hold CD-ROMCisco CallManager includes a default music on hold sample that automatically downloads with Cisco CallManager software for customer use.

In addition, you can get a Music On Hold CD-ROM from Cisco. This CD-ROM contains other music and voice prompts that are designed for use with the Music On Hold feature. As a Cisco CallManager user, you can use any contents of this CD-ROM with MOH. Due to licensing restrictions, you may not distribute this music to anyone else, nor may you use it for any other purpose.

All music samples and voice prompts on the CD-ROM are 16-bit PCM sampled at 16 KHz. All samples and prompts can play with good audio quality in 7960/7940 wideband mode. If samples and prompts are converted to G.711 format, some deterioration in audio quality may occur.


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The music on hold CD-ROM contains the following types of music and voice prompts:

• Ready-to-use MOH loops

• Ready-to-use music

• Ready-to-use voice prompts

Creating Audio SourcesWhen the music on hold server downloads audio source files, the \Program Files\Cisco\MOH directory stores the files. Do not manipulate this directory in any way: if files are updated or placed in this directory, the system overwrites or ignores them.

Most standard wav and mp3 files serve as valid input audio source files.

In creating an audio source, the following sequence takes place:

• The user places the audio source into the proper processing directory. Cisco CallManager automatically detects and translates the file. The output files and source files move into the directory on the Default MOH TFTP server holding directory. This holding directory comprises the DefaultTFTPMOHFilePath with \MOH appended. Conversion of a 3-MB mp3 file or a 21-MB wav file takes approximately 30 seconds.

Caution If the audio translator translates audio source files on the same server as the Cisco CallManager, serious problems may occur. The audio translator tries to use all available CPU time, and Cisco CallManager may experience errors or slowdowns. Make sure that audio translation never takes place on an active Cisco CallManager.

• When the user assigns or maps the audio source file to an audio source number, the proper audio source files get copied to a directory that is one level higher in the directory structure to make them available for the music on hold servers.

• The music on hold servers download the needed audio source files and store them in the hard-coded directory C:\Program Files\Cisco\MOH.

• The music on hold server then streams the files by using DirectShow and the kernel mode RTP driver as needed or requested by Cisco CallManager.


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Note Cisco CallManager does not delete MOH audio source files from a server. When an audio source is no longer used for a particular stream, Cisco CallManager leaves the audio source files on the TFTP server and on all MOH servers. If a file will not be used again, the administrator should go to the C:\Program Files\Cisco\MOH directory on each server and deleted the unused audio source files.

Managing Audio SourcesAfter music on hold audio sources are created, their management occurs entirely through the Cisco CallManager Administration web interface. Choose Service > Media Resource > Music On Hold Audio Source to display the Music On Hold (MOH) Audio Source Configuration window. For a given audio source, use this window to add, copy, update, or delete a music on hold audio source. For each audio source file, assign a music on hold audio source number and music on hold audio source name and decide whether this audio source will play continuously and allow multicasting. For an audio source, this window also displays the music on hold audio source file status. Refer to the “Configuring Music On Hold Audio Sources” section on page 4-26 for details.

Multicast and Unicast Audio SourcesMulticast music on hold conserves system resources. Multicast allows multiple users to use the same audio source stream to provide music on hold. Multicast audio sources associate with an IP address.

Unicast music on hold, the system default, uses a separate source stream for each user or connection. Users connect to a specific device or stream.

For administrators, multicast entails managing devices, IP addresses, and ports. In contrast, unicast entails managing devices only.

For multicast, administrators must define at least one audio source to allow multicasting. To define music on hold servers for multicast, first define the server to allow multicasting.


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For multicast, an address comprises a combination of an IP address and a port number. Each audio source for multicast requires a set of addresses: one for each format on each MOH server. When configuring the MOH server for multicast, specify whether addresses should be assigned by incrementing the port or the IP address.

Caution Cisco strongly recommends incrementing multicast on IP address instead of port number to avoid network saturation in firewall situations. This results in each multicast audio source having a unique IP address and helps to avoid network saturation.

The Max Hops field in the Music On Hold (MOH) Server Configuration window indicates the maximum number of routers that an audio source is allowed to cross. If max hops is set to zero, the audio source must remain in its own subnet. If max hops is set to one, the audio source can cross up to one router to the next subnet. Cisco recommends setting max hops to two.

A standards body reserves IP addresses. Addresses for IP multicast range from 224.0.1.0 to 239.255.255.255. The standards body, however, assigns addresses in the range 224.0.1.0 to 238.255.255.255 for public multicast applications. Cisco strongly discourages using public multicast addresses for music on hold multicast. Instead, Cisco recommends using an IP address in the range that is reserved for administratively controlled applications on private networks (239.0.0.0 to 239.255.255.255).

Valid port numbers for multicast include even numbers that range from 16384 to 32767. (The system reserves odd values.)

Multicast functions only if both media resource groups and media resource group lists are defined to include a multicast music on hold server. For media resource groups, you must include a music on hold server that is set up for multicast. Such servers are labeled as (MOH)[Multicast]. Also, check the Use Multicast for MOH Audio check box when defining a media resource group for multicast.

For media resource group lists, which are associated with device pools and devices, define the media resource group list, so the media resource group set up for multicast is the first group in the list. This recommended practice facilitates the device efforts to find the multicast audio source first.

In music on hold processing, the held device (the device placed on hold) determines the media resource to use, but the holding device (the device that initiates the hold action) determines the audio source to use.


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Multicast Configuration ChecklistTable 4-1 provides a checklist for configuring various Cisco Call Manager services to allow multicasting. You must perform all steps in order for multicast to be available.

Table 4-1 Multicast Configuration Checklist

Configuration Steps Procedures and Related Topics

Step 1 Configure a music on hold server to enable multicast audio sources.

Caution Cisco strongly recommends incrementing multicast on IP address in firewall situations. This results in each multicast audio source having a unique IP address and helps to avoid network saturation.

Music On Hold Server Configuration Settings, page 4-44

Step 2 Configure an audio source to allow multicasting.

Music On Hold Audio Source Configuration Settings, page 4-31

Step 3 Create a media resource group and configure it to use multicast for MOH audio.

Media Resource Group Configuration Settings, Cisco CallManager Administration Guide

Step 4 Create a media resource group list with a multicast media resource group as the primary media resource group.

Media Resource Group List Configuration Settings, Cisco CallManager Administration Guide

Step 5 Choose the media resource group list that was created in Step 4 for either a device pool or for specific devices.

Device Pool Configuration Settings, Cisco CallManager Administration Guide


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Chapter 4 Music On HoldMusic On Hold System Requirements and Limits

Music On Hold System Requirements and LimitsThe following system requirements and limits apply to the Music On Hold feature:

• All audio streaming devices that are using the Music On Hold feature support simplex streams. The music on hold server supports at least 500 simplex streams.

• The music on hold server, which is installed as an option from Cisco CallManager Administration, can coexist with other Cisco and third-party media applications. Only one music on hold server may be installed on a media convergence server, but the music on hold server may be installed on multiple media convergence servers. The music on hold server gets installed as part of the Cisco IP Voice Media Streaming application.

• For each music on hold audio server, you may define up to 50 audio sources. A Cisco CallManager Administration window supports addition, update, and deletion of each audio source. The music on hold server also supports one fixed input source. The system supports the following codecs: G.711 a-law/mu-law, G.729a, and wideband.

Note Because the G.729a codec is designed for human speech, using it with music on hold for music may not provide acceptable audio quality.

• For each cluster, you may define up to 50 audio sources from files as well as one fixed audio source. A Cisco CallManager Administration window supports addition, update, and deletion of each audio source. All servers use local copies of the same 50 or fewer files. You must set up the fixed audio source that is configured per cluster on each server.

• For each cluster, you may define at least 20 music on hold servers. The Cisco CallManager Administration window allows addition, update, and deletion of music on hold servers. The window allows administrators to specify the following characteristics for each server:

– Name

– Node (server host name)

– Device pool

– Maximum number of unicast and multicast streams


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Chapter 4 Music On HoldMusic On Hold Failover and Failback

– Sources to multicast

– For each multicast source: IP address, port, and time to live (maximum number of router hops)

• Cisco CallManager Administration allows definition of at least 500 media resource groups per cluster. Each media resource group may include any combination of at least 20 media resources, including music on hold servers, media termination points, transcoders, and conference devices. Music on hold servers in one cluster support at least 10,000 simultaneous music on hold streams. See “Media Resource Groups” in the Cisco CallManager System Guide for details of media resource groups.

• Cisco CallManager Administration allows definition of media resource group lists. See “Media Resource Group Lists” in the Cisco CallManager System Guide for details of media resource group lists.

• Modifications to the Cisco CallManager Administration device configuration windows for phones and gateways allow the selection of a media resource group list, hold stream source, and consult stream source as optional parameters for a device.

• Modifications to the Cisco CallManager Administration Directory Number configuration windows allow selection of a user hold source and a network hold source.

• Modifications to the Cisco CallManager Administration Service Parameters allows entry to a clusterwide, default music on hold stream source (default specifies 1) and default media resource group type (default specifies unicast).

• The number of streams that the music on hold server can use may decrease if the TAPI wav driver, software MTP, or software conference bridge is in use on the same MCS server.

Music On Hold Failover and FailbackThe music on hold server supports Cisco CallManager lists and failover as implemented by the software conference bridge and media termination point. Upon failover, the system maintains connections to a backup Cisco CallManager if one is available.


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Chapter 4 Music On HoldMusic On Hold Configuration Checklist

Cisco CallManager takes no special action when a music on hold server fails during an active music on hold session. The held party receives nothing from this point, but this situation does not affect normal call functions.

Music On Hold Configuration ChecklistTable 4-2 provides a checklist for configuring music on hold.

Table 4-2 Music On Hold Configuration Checklist


Step 1 Install music on hold by using the installation CD. Choose the Cisco IP Voice Media Streaming application. The Audio Translator gets installed at the same time.

Cisco CallManager automatically adds the media termination point, conference bridge, and music on hold devices to the database.

When the services are registered, the DirectShow filters automatically install and register.

Note During installation, Cisco CallManager installs and configures a default music on hold audio source if one does not exist. Music on hold functionality can proceed by using this default audio source without any other changes.

Installing Cisco CallManager Release 3.3

Step 2 Run the music on hold audio translator.

Caution If the audio translator translates files on the same server as the Cisco CallManager, serious problems may occur. The audio translator tries to use all available CPU time, and Cisco CallManager may experience errors or slowdowns.

Music On Hold Audio Sources, page 4-12


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Chapter 4 Music On HoldMonitoring Music On Hold Performance

Monitoring Music On Hold PerformancePerform the activities in Table 4-3 to monitor and troubleshoot music on hold performance.

Note The installation program performs the following actions automatically. If the user manually adds the music on hold components, ensure the following steps are performed.

Step 3 Configure the music on hold server. Adding a Music On Hold Server, page 4-38

Step 4 Add and configure audio source files. Configuring Music On Hold Audio Sources, page 4-26

Step 5 Configure the fixed audio source. Configuring the Music On Hold Fixed Audio Source, page 4-34

Table 4-2 Music On Hold Configuration Checklist (continued)


Table 4-3 Music On Hold Performance Monitoring and Troubleshooting

Monitoring/Troubleshooting Activity Detailed Information

Step 1 Use perfmon to check resource usage and device recovery state.

Viewing Music On Hold Server Perfmon Counters, page 4-21

Cisco CallManager Serviceability Administration Guide and Cisco CallManager Serviceability System Guide document another method of viewing this information.

Step 2 Search the event log for Cisco IP Voice Media Streaming application entries.


Cisco CallManager Serviceability System Guide


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Viewing Music On Hold Server Perfmon CountersTo view music on hold server perfmon counters, access the Performance window by choosing Administrative Tools > Performance > Console Root > System Monitor. The Performance window displays. Figure 4-1 provides an example.

Figure 4-1 Performance Window Example

Step 3 Verify that the Cisco IP Media Streaming Application service is running.

Checking Service States, page 4-23

Cisco CallManager Serviceability Administration Guide and Cisco CallManager Serviceability System Guide document another method of viewing this information.

Step 4 Verify that device driver is running. Checking Device Driver States, page 4-24

Step 5 Search the Media Application trace (CMS) to see what music on hold-related activity that it detects.

Cisco CallManager Serviceability Administration Guide and Cisco CallManager Serviceability System Guide

Table 4-3 Music On Hold Performance Monitoring and Troubleshooting (continued)

Monitoring/Troubleshooting Activity Detailed Information


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This window shows all the Cisco music on hold server performance counters. The Cisco CallManager includes its own performance counters that pertain to music on hold. Table 4-4 details the performance counters that display in the Performance window.

Table 4-4 Music On Hold Performance Counters

Performance Counter Name Description

MOHConnectionState Indicates primary and secondary Cisco CallManager:

• 1 = Primary

• 2 = Secondary

• 0 = Not connected

MOHAudioSourcesActive Specifies total number of active audio sources, including each supported codec type. If audio Source 1 has mu-law and G.729 enabled, count for this audio source may show 2.

MOHStreamsActive Specifies total number of active streams. Two potential overhead streams exist for each audio source/codec type: one for actual audio source, another for multicast.

MOHStreamsAvailable Specifies total number of available simplex streams. Total represents total number of streams that are available in device driver for all devices.

MOHConnectionsLost Specifies number of times that connection has been lost for the corresponding Cisco CallManager.

MOHStreamsTotal Specifies total number of streams that are processed.


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Checking Service StatesTo check whether the music on hold service is running, display the Computer Management (Services) window by choosing Computer Management > Services and Applications > Services. The Computer Management window displays a list of services and applications. Figure 4-2 provides an example.

Figure 4-2 Computer Management (Services) Window Example

Search this window for a Cisco IP Voice Media Streaming App entry. If the service is running, its state should show Started. If the service state is not Started and the Startup Type shows Disabled, use the Cisco CallManager Serviceability Service Activation window to activate.


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Checking Device Driver StatesTo check whether the device driver is running, display the Computer Management (Device Manager) window by choosing Computer Management > System Tools > Device Manager and choosing View > Show hidden devices. The Computer Management window displays. Figure 4-3 provides an example.


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Figure 4-3 Computer Management Window (Device Driver) Example


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Chapter 4 Music On HoldMusic On Hold Audio Source Configuration

Right-click a driver and choose its properties to view an expanded driver view. Look at the Current status field for a Status of Started. To view non-plug-and-play drivers, choose Device Manager > View/Show hidden devices.

Music On Hold Audio Source ConfigurationThe integrated Music On Hold feature provides the ability to place on-net and off-net users on hold with music streamed from a streaming source. This feature includes the following actions:

• End user hold

• Network hold, which includes transfer hold, conference hold, and park hold

Music On Hold configuration comprises configuration of Music On Hold audio sources and Music On Hold servers.

Use the following topics to configure Music On Hold audio sources:

• Configuring Music On Hold Audio Sources, page 4-26

• Music On Hold Audio Source Configuration Settings, page 4-31

• Configuring the Music On Hold Fixed Audio Source, page 4-34

• Music On Hold Fixed Audio Source Configuration Settings, page 4-35

Related Topics


• Media Resource Group Configuration, Cisco CallManager Administration Guide

• Media Resource Group List Configuration, Cisco CallManager Administration Guide

Configuring Music On Hold Audio SourcesUse the following topics to configure Music On Hold audio sources:

• Adding a Music On Hold Audio Source, page 4-27

• Updating a Music On Hold Audio Source, page 4-28

• Copying a Music On Hold Audio Source, page 4-29


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• Deleting a Music On Hold Audio Source, page 4-30




Related Topic


Adding a Music On Hold Audio Source

Perform the following procedure to add a Music On Hold audio source.

Procedure

Step 1 Choose Service > Media Resource > Music On Hold Audio Source.

The Music On Hold (MOH) Audio Source Configuration window displays. The MOH Audio Source: New (New) title displays with a Status: Ready indicator.

Step 2 Choose <Add new MOH Audio Source> in the MOH Audio Sources list.

Step 3 Enter the appropriate settings as described in Table 4-5.


The Status changes from Ready to Insert completed. The MOH Audio Sources list now includes the new Music On Hold audio source.

Note The MOH Audio Source File Status window tells you about the MOH audio translation status for the added source.

Related Topics






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Updating a Music On Hold Audio Source

Perform the following procedure to update an existing Music On Hold audio source.

Note If a new version of an audio source file is available, you must perform this update procedure to use the new version.

Procedure



Step 2 From the MOH Audio Sources list, choose an existing Music On Hold audio source.

The MOH Audio Source title displays the name of the chosen Music On Hold Audio Source. The fields below the MOH Audio Source title display the previously defined values for this Music On Hold audio source.

Step 3 Update the desired settings as described in Table 4-5.


Step 5 A message states that the changes take effect when streaming to the device is idle. Click OK.

Step 6 Click the Reset button; to reset the device, click OK.


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Related Topics









Copying a Music On Hold Audio Source

Perform the following procedure to copy an existing Music On Hold audio source.

Procedure




The MOH Audio Source title displays the name of the chosen Music On Hold audio source. The fields below the MOH Audio Source title display the previously defined values for this Music On Hold audio source.


The MOH Audio Source title changes to indicate that a new MOH audio source is being added and is a copy of an existing MOH audio source.


Note You must change the MOH Audio Source Name to a unique name and choose a new MOH Audio Stream Number.


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The Status changes from Ready to Insert completed. The MOH Audio Sources list shows the new Music On Hold audio source as highlighted.

Related Topics









Deleting a Music On Hold Audio Source

Perform the following procedure to delete an existing Music On Hold audio source.

Note If you delete an audio source that is used by a device pool or by an individual device, you first receive a warning message.

Procedure


The Music On Hold (MOH) Audio Source Configuration window displays. The Music On Hold Audio Source: New (New) title displays with a Status: Ready indicator.


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The Music On Hold Audio Source title displays the name of the chosen Music On Hold audio source. The fields below the MOH Audio Source title display the previously defined values for this Music On Hold audio source.


A popup window displays the following warning:

You are about to permanently delete this Music On Hold Audio Source. This action cannot be undone.

Continue?

Step 4 Click OK.

The chosen Music On Hold audio source no longer appears on the MOH Audio Sources list. The Status changes from Ready to Delete completed.

Related Topics









Music On Hold Audio Source Configuration SettingsTable 4-5 describes the configuration settings that are used for configuring Music On Hold Audio Sources.


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Table 4-5 Music On Hold Audio Source Configuration Settings

Field Description

MOH Audio Source Information

MOH Audio Stream Number

Use this required field to choose the stream number for this MOH audio source. To do so, click the drop-down arrow and choose a value from the list that displays. For existing MOH audio sources, this value displays in the MOH Audio Source title.

MOH Audio Source File

Use this required field to choose the file for this MOH audio source. To do so, click the drop-down arrow and choose a value from the list that displays.

MOH Audio Source Name

Enter a unique name in this required field for the MOH audio source. This name can comprise up to 50 characters. Valid characters include letters, numbers, spaces, dashes, dots (periods), and underscores.

Play continuously (repeat)

To specify continuous play of this MOH audio source, check this check box.

Note Cisco recommends checking this check box. If continuous play of an audio source is not specified, only the first party placed on hold, not additional parties, will receive the MOH audio source.

Allow Multicasting To specify that this MOH audio source allows multicasting, check this check box.


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Related Topics








MOH Audio Source File Status

Display only. This pane displays information about the source file for a chosen MOH audio source. For an MOH audio source, the following attributes display:

• Input File Name

• Error Code

• Error Text

• Low Date Time

• High Date Time

• Output File List

– ULAW wav file name and status

– ALAW wav file name and status

– G.729 wav file name and status

– Wideband wav file name and status

• Time MOH Audio Translation completed

MOH Server Reset Information

To reset all MOH servers, click the Reset MOH Servers button.

Note Cisco CallManager makes Music On Hold unavailable while the servers reset.

Table 4-5 Music On Hold Audio Source Configuration Settings (continued)

Field Description


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Configuring the Music On Hold Fixed Audio SourceThe Music On Hold fixed audio source is a physical device that provides an audio source for music on hold, as opposed to a set of audio files that other streams use. Perform the following procedure to configure the Music On Hold fixed audio source.

Procedure



Step 2 From the MOH Audio Sources list, choose the Fixed Audio Source.

Note The list always shows Fixed Audio Source as the last audio source in the list of MOH Audio Sources and always as audio source 51.

The Music On Hold (MOH) Fixed Audio Source Configuration window displays. The MOH Fixed Audio Source title displays with a Status: Ready indicator. The MOH Fixed Audio Source title displays the name of the Music On Hold Fixed Audio Source. The fields below the MOH Audio Source title display the previously defined values for the Music On Hold fixed audio source.


Step 4 Click Update to update the Music On Hold fixed audio source or click Delete to disable the Music On Hold fixed audio source.

If you clicked Update, the Status changes from Ready to Update completed, and the MOH Audio Sources list shows the updated Music On Hold fixed audio source as highlighted. If you clicked Delete, the MOH Audio Sources list shows the MOH fixed audio source labeled as (Disabled).

Related Topics




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Music On Hold Fixed Audio Source Configuration SettingsTable 4-6 describes the Music On Hold fixed audio source configuration settings.

Table 4-6 Music On Hold Fixed Audio Source

Configuration Settings

Field Description

MOH Fixed Audio Source Information

MOH Fixed Audio Source Name

Enter a unique name in this required field for the MOH fixed audio source. This name can comprise up to 50 characters. Valid characters include letters, numbers, spaces, dashes, dots (periods), and underscores.


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MOH Fixed Audio Source Device

Enter the name for the audio device interface on a PC that is used to play the fixed audio source.

Note The name must match exactly the device name of the device that is already installed. To find the fixed audio source device, go to Start > Settings > Control Panel > Sounds and Multimedia. Click the Audio tab and use the value found in the Sound Recording Preferred Device setting. Your entry must match this value exactly (spaces and upper/lowercase letters).

Note Ensure that the music on hold server has exactly this name in the Fixed Audio Source Device field. Ensure that the MOH server, which has this field configured, is physically located on the same PC as the fixed audio source device.

Note If you are attaching the input device to the Line In connector on your sound card, click the Volume button below the Sound Recording Preferred Device setting and select Line In.


Configuration Settings (continued)

Field Description


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Related Topics










Allow Multicasting To specify that the MOH fixed audio source allows multicasting, check this check box.

Note Changes to the multicast setting take effect immediately if at least one MOH server is already configured for multicast. Otherwise, changes take effect only after you reset MOH servers by clicking the Reset MOH Servers button. If no MOH servers are configured for multicast, resetting has no effect.

MOH Server Reset Information To reset all MOH Servers, click the Reset MOH Servers button.

Cisco CallManager makes Music On Hold unavailable while the servers reset.


Configuration Settings (continued)

Field Description


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Chapter 4 Music On HoldMusic On Hold Server Configuration

Music On Hold Server ConfigurationYou can configure servers for Music On Hold for a media resource group. Use the following topics to configure Music On Hold servers:

• Adding a Music On Hold Server, page 4-38

• Updating a Music On Hold Server, page 4-39

• Copying a Music On Hold Server, page 4-40

• Deleting a Music On Hold Server, page 4-41

• Resetting a Music On Hold Server, page 4-43

• Music On Hold Server Configuration Settings, page 4-44

For any Music On Hold server that you configure, you may trace the configuration of that server. Refer to the Cisco CallManager Serviceability Administration Guide and the Cisco CallManager Serviceability System Guide for more information.

Related Topics

• Music On Hold Audio Source Configuration, page 4-26



Adding a Music On Hold ServerPerform the following procedure to add a Music On Hold server.

Procedure

Step 1 Choose Service > Media Resource > Music On Hold Server.

The Music On Hold (MOH) Server Configuration window displays. The Music On Hold Server: New title displays with a Status: Ready indicator.

Step 2 In the MOH Servers list, choose <Add new Music On Hold Server>.

Step 3 Enter the appropriate settings as described in Table 4-7.


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The Status changes from Ready to Insert completed. The MOH Servers list now includes the new Music On Hold server.

Related Topics











Updating a Music On Hold ServerPerform the following procedure to update an existing Music On Hold server.

Procedure



Step 2 From the MOH Servers list, choose an existing Music On Hold server.

The Music On Hold Server title displays the name of the chosen Music On Hold server. The fields below display the previously defined values for this Music On Hold server.



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The Status changes from Ready to Update completed. The MOH Servers list shows the updated Music On Hold server as highlighted.

Related Topics











Copying a Music On Hold ServerPerform the following procedure to copy an existing Music On Hold server.

Procedure




The Music On Hold Server title displays the name of the chosen Music On Hold server. The fields below the Music On Hold server title display the previously defined values for this Music On Hold server.



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Note You must change at least the Music On Hold Server Name. You must also select a different server (node).


The Status changes from Ready to Insert completed. The MOH Servers list shows the new Music On Hold server as highlighted.

Related Topics











Deleting a Music On Hold ServerPerform the following procedure to delete an existing Music On Hold server.

Note You must remove a Music On Hold server from any media resource groups that include the server before you can delete the Music On Hold server.


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Procedure



Step 2 Choose an existing Music On Hold server from the MOH Servers list.




You are about to permanently delete this Music On Hold Server. This action cannot be undone.

Continue?

Step 4 Click OK.

The chosen Music On Hold server no longer appears on the MOH Servers list. The Status changes from Ready to Delete completed.

Related Topics












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Resetting a Music On Hold ServerPerform the following procedure to reset an existing Music On Hold server.

Procedure





Step 3 Click the Reset button.


This will reset the MOH Server. Calls currently on Hold using this MOH Server will no longer hear the audio. Continue?

Step 4 Click OK.

A popup window displays the following message:

The MOH Server is being reset.

Step 5 Click OK.

Cisco CallManager resets the chosen Music On Hold server. The MOH Servers list shows the reset Music On Hold server as highlighted.

Related Topics








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Music On Hold Server Configuration SettingsTable 4-7 describes the configuration settings that are used for configuring Music On Hold servers.

Table 4-7 Music On Hold Server Configuration Settings

Field Description

Device Information

Host Server Use this required field to choose a host server for the Music On Hold server. To do so, click the drop-down arrow and choose a server from the list that displays. For existing Music On Hold servers, this field is display only.

Music On Hold Server Name

Enter a unique name for the Music On Hold server in this required field. This name can comprise up to 15 characters. Valid characters include letters, numbers, spaces, dashes, dots (periods), and underscores.

Description Enter a description for the Music On Hold server. This description can comprise up to 50 characters. Ensure Description does not contain ampersand (&), double quotes (“), brackets ([]), less than (<), greater than (>), or the percent sign (%).

Device Pool Use this required field to choose a device pool for the Music On Hold server. To do so, click the drop-down arrow and choose a device pool from the list that displays.


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Location Choose the appropriate location for this MOH server. The location specifies the total bandwidth that is available for calls to and from this location. A location setting of None means that the locations feature does not keep track of the bandwidth that is consumed by this MOH server.

Maximum Half Duplex Streams

Enter a number in this required field for the maximum number of half-duplex streams that this Music On Hold server supports. Valid values range from 0 to 500.

Maximum Multicast Connections

Enter a number in this required field for the maximum number of multicast connections that this Music On Hold server supports. Valid values range from 0 to 999999.

Fixed Audio Source Device

Enter the device name of the fixed audio source device. This device serves as the per-server override that is used if the server has a special sound device installed.

Note To find the fixed audio source device, go to Start > Settings > Control Panel > Sounds and Multimedia. Click the Audio tab and use the value found in Sound Recording Preferred device. Your entry must match this value exactly (spaces and upper/lowercase letters).

Run Flag Use this required field to choose a run flag for the Music On Hold server. To do so, click the drop-down arrow and choose Yes or No.

Table 4-7 Music On Hold Server Configuration Settings (continued)

Field Description


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Multicast Audio Source Information

Enable Multicast Audio Sources on this MOH Server

Check or uncheck this check box to enable or disable multicast of audio sources for this Music On Hold server.

Note If this MOH server belongs to a multicast media resource group, a message asks you to enable multicast on this MOH server or to update the specified media resource group(s) either by removing this MOH server or by changing the multicast setting of each group listed.

Base Multicast IP Address

If multicast support is needed, enter the base multicast IP address in this field. Valid IP addresses for multicast range from 224.0.1.0 to 239.255.255.255.

Note IP addresses between 224.0.1.0 and 238.255.255.255 fall in the reserved range of IP multicast addresses for public multicast applications. Use of such addresses may interfere with existing multicast applications on the Internet. Cisco strongly recommends using IP addresses in the range that is reserved for administratively controlled applications on private networks (239.1.1.1 - 239.255.255.255).

Base Multicast Port Number

If multicast support is needed, enter the base multicast port number in this field. Valid multicast port numbers include even numbers that range from 16384 to 32767.


Field Description


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Related Topics





Increment Multicast on

Click Port Number to increment multicast on port number.

Click IP Address to increment multicast on IP address.

Note Multicast by incrementing IP address is preferable in firewall situations. This results in each multicast audio source having a unique IP address and helps to avoid network saturation.

Selected Multicast Audio Sources

Note Only audio sources for which the Allow Multicasting check box was checked appear in this listing.

No. Display only. This field designates Music On Hold audio stream number that is associated with a particular multicast audio source. Only audio sources that are defined as allowing multicasting display.

Audio Source Name Display only. This field designates name of audio source that is defined as allowing multicasting.

Max Hops For each multicast audio source, enter the maximum number of router hops through which multicast packets should pass. Valid values range from 1 to 15.

Note Using high values can lead to network saturation. This field is also known as Time to Live.


Field Description


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Chapter 4 Music On HoldWhere to Find More Information







Where to Find More InformationRelated Topics

• Media Resource Group Configuration, Cisco CallManager Administration Guide

• Media Resource Group List Configuration, Cisco CallManager Administration Guide


• Installing Cisco CallManager Release 3.3

• Upgrading Cisco CallManager Release 3.3




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C H A P T E R 5
CiscoCallManagerAutoAttendant
Cisco CallManager AutoAttendant, a simple automated attendant, allows callers to locate people in your organization without talking to a receptionist. You can customize the prompts that are played for the caller, but you cannot customize how the software interacts with the customer. Cisco CallManager AutoAttendant comes bundled with the CallManager CDs on the extended services CD. This version of Cisco CallManager AutoAttendant has a 4-CTI port limit. If you need a fully configurable automated attendant, you will need to purchase Cisco IP Interactive Voice Response (IP IVR), one of the Cisco Customer Response Applications.

This chapter describes Cisco CallManager AutoAttendant that is running on Cisco CallManager 3.3(2) and Cisco Customer Response Applications 3.0.

Note For documentation on earlier versions of Cisco CallManager AutoAttendant, go to the following web site: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/ip_auto/index.htm

Use the following topics to understand, install, configure, and manage Cisco CallManager AutoAttendant:

• Understanding Cisco CallManager AutoAttendant, page 5-2

• Installing and Upgrading Cisco CallManager AutoAttendant, page 5-5

• Configuring Cisco CallManager AutoAttendant, page 5-7

• Managing Cisco CallManager AutoAttendant, page 5-28


Chapter 5 Cisco CallManager AutoAttendantUnderstanding Cisco CallManager AutoAttendant

Understanding Cisco CallManager AutoAttendantCisco CallManager AutoAttendant, illustrated in Figure 5-1, works with Cisco CallManager to receive calls on specific telephone extensions. The software interacts with the caller and allows the caller to search for and select the extension of the party (in your organization) that the caller is trying to reach.

Figure 5-1 Using Cisco CallManager AutoAttendant

This section provides an introduction to Cisco CallManager AutoAttendant:

• Cisco CallManager AutoAttendant Overview, page 5-3

• Components of Cisco CallManager AutoAttendant, page 5-4

Windows 2000 ServerInternet Information Server

CiscoCallManager

VoiceGateway

PSTN

7389

6

Cisco CallManagerAutoAttendant

Cisco IPSoftPhone

IP DataNetwork

Cisco IP PhoneIP


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Cisco CallManager AutoAttendant OverviewCisco CallManager AutoAttendant provides the following script:

• Answers a call

• Plays a user-configurable welcome prompt

• Plays a main menu prompt that asks the caller to perform one of three actions:

– Press 0 for the operator.

– Press 1 to enter an extension number.

– Press 2 to spell by name.

• If the caller chooses to spell by name (option 2), the system compares the letters that are entered with the names that are configured to the available extensions.

– If a match exists, the system announces a transfer to the matched user and waits for up to 2 seconds for the caller to press any DTMF key to stop the transfer. If the caller does not stop the transfer, the system performs an explicit confirmation: it prompts the user for confirmation of the name and transfers the call to that user’s primary extension.

– If more than one match occurs, the system prompts the caller to choose the correct extension.

– If too many matches occur, the system prompts the caller to enter more characters.

• When the caller has specified the destination, the system transfers the call.

– If the line is busy or not in service, the system informs the caller accordingly and replays the main menu prompt.

Related Topic:

• Components of Cisco CallManager AutoAttendant, page 5-4


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Components of Cisco CallManager AutoAttendantThe Cisco Customer Response Platform provides the components that are required to run Cisco CallManager AutoAttendant. The platform provides a multimedia (voice/data/Web) IP-enabled customer care application environment.

Cisco CallManager AutoAttendant uses four main components of the Cisco Customer Response Platform:

• Gateway—Connects the enterprise IP telephony network to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as Public Branch Exchange (PBX). You must purchase gateways separately.

• Cisco CallManager Server—Provides the features that are required to implement IP phones, manage gateways, provides failover and redundancy service for the telephony system, and directs voice over IP traffic to the Cisco Customer Response Application (Cisco CRA) system. You must purchase Cisco CallManager separately.

• Cisco IP Telephony Directory—Provides the repository for configuration information and Cisco CRA application scripts. The repository acts as the subdirectory that stores scripts. Cisco CallManager AutoAttendant comes with a predefined script that you cannot alter. The Cisco CallManager AutoAttendant package includes the Cisco IP Telephony Directory.

• Cisco CRA Server—Contains the Cisco CRA Engine that runs Cisco CallManager AutoAttendant. The Cisco CallManager AutoAttendant package includes the Cisco CRA Server and Engine.

You must install Cisco CallManager AutoAttendant co-resident on the same server as Cisco CallManager.

For more information about the Cisco Customer Response Platform, refer to the Cisco Customer Response Applications Administrator Guide.

Related Topic:

• Installing and Upgrading Cisco CallManager AutoAttendant, page 5-5


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Chapter 5 Cisco CallManager AutoAttendantInstalling and Upgrading Cisco CallManager AutoAttendant

Installing and Upgrading Cisco CallManager

AutoAttendantUse these topics to install or upgrade Cisco CallManager AutoAttendant:

• Hardware and Software Requirements, page 5-5.

• Installing or Upgrading Cisco CallManager AutoAttendant, page 5-6.

Hardware and Software RequirementsBefore you install this version of Cisco CallManager AutoAttendant, you must have a functioning voice over IP system. You must have installed and configured Cisco CallManager 3.3 or later. This software manages the telephony system.

Cisco CallManager AutoAttendant runs on the Cisco Media Convergence Server (Cisco MCS) platform or on a Cisco-certified server such as the Compaq DL320 and DL380 and the IBM-330 and IBM-340. The server must be running Microsoft Windows 2000.

You must install Cisco CallManager AutoAttendant co-resident on the same server as Cisco CallManager.

Cisco CallManager AutoAttendant has the following requirements:

• The installation of Cisco CallManager AutoAttendant requires 275MB.

• Running Cisco CallManager AutoAttendant requires 512MB for the Cisco MCS 7820 series (7820, 7822, and 7825) and 1GB for the Cisco MCS 7830 series (7830 and 7835).


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Chapter 5 Cisco CallManager AutoAttendantInstalling and Upgrading Cisco CallManager AutoAttendant

Installing or Upgrading Cisco CallManager AutoAttendantInstall Cisco CallManager and Windows 2000 before you install Cisco CallManager AutoAttendant. For more information, refer to Installing Cisco CallManager and Operating System Installation Procedures for the Cisco Media Convergence Server (MCS).

You must configure proxy settings for Internet Explorer and verify that you can browse to internal and external web sites. For details on configuring your proxy settings, contact your network administrator.

Before You Begin

Ensure that you have met all pre-installation requirements that are described in Hardware and Software Requirements, page 5-5

These topics describe how to install Cisco CallManager AutoAttendant:

• Installing Cisco CallManager AutoAttendant, page 5-6

• Upgrading or Reinstalling Cisco CallManager AutoAttendant, page 5-7.

Installing Cisco CallManager AutoAttendant

Use this section to install Cisco CallManager AutoAttendant for the first time.

Procedure

Step 1 Start the installation program and follow the on-screen instructions.

Step 2 Configure Cisco CallManager for Cisco CallManager AutoAttendant, as explained in Configuring Cisco CallManager, page 5-8.

Related Topics:

• Hardware and Software Requirements, page 5-5

• Upgrading or Reinstalling Cisco CallManager AutoAttendant, page 5-7



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Chapter 5 Cisco CallManager AutoAttendantConfiguring Cisco CallManager AutoAttendant

Upgrading or Reinstalling Cisco CallManager AutoAttendant

This procedure describes how to upgrade to Cisco CallManager AutoAttendant from an earlier version of Cisco CallManager AutoAttendant or Cisco CallManager Extended Services or how to reinstall the current version of Cisco CallManager AutoAttendant.

Procedure

Step 1 On the Cisco CallManager server, choose Start> Programs >Cisco CRA Administrator> Application Administrator.

Enter your user name and password and click OK.

Step 2 Follow the on-screen instructions.

You do not need to reboot after this procedure.

Related Topics:

• Hardware and Software Requirements, page 5-5


Configuring Cisco CallManager AutoAttendantThese topics describe how to configure Cisco CallManager and the Cisco Customer Response Application Engine (Cisco CRA Engine) in preparation for deploying Cisco CallManager AutoAttendant.

Perform the following procedures to configure Cisco CallManager AutoAttendant:

1. Configure Cisco CallManager to create the telephone number and other telephony entities that Cisco CallManager AutoAttendant requires. See Configuring Cisco CallManager, page 5-8.


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2. Configure the Cisco Customer Response Applications (Cisco CRA) Engine. You must install and configure Cisco CRA before you can use Cisco CallManager AutoAttendant. The Cisco CRA Engine controls the software and its connection to the telephony system. See Configuring the Cisco CRA Engine, page 5-12

3. Customize Cisco CallManager AutoAttendant, so its prompts are meaningful to how you are using the automated attendant. See Customizing Cisco CallManager AutoAttendant, page 5-22

Configuring Cisco CallManagerBefore you can use Cisco CallManager AutoAttendant, you must configure Cisco CallManager:

1. Create a CTI route point. This action specifies the telephone number that people will call to use Cisco CallManager AutoAttendant. See Adding CTI Route Points in Cisco CallManager, page 5-8.

2. Create CTI ports for use by the CTI route point. The number of ports that you create determines the number of simultaneous callers that can use Cisco CallManager AutoAttendant. The version of Cisco CallManager AutoAttendant, that comes bundled with Cisco CallManager has a 4-port limit. See Adding CTI Ports in Cisco CallManager, page 5-10.

3. Create a Cisco CallManager user for Cisco CallManager AutoAttendant and associate the CTI route points and CTI ports that you created to this user. See Creating a Cisco CallManager User for Cisco CallManager AutoAttendant, page 5-11.

These topics assume that you know how to use Cisco CallManager. For more information about Cisco CallManager, refer to the Cisco CallManager Administration Guide and the Cisco CallManager System Guide.

Adding CTI Route Points in Cisco CallManager

Create a CTI route point in Cisco CallManager for Cisco CallManager AutoAttendant use. This route point specifies the telephone number that callers will call to use the automated attendant.


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Procedure

Step 1 In Cisco CallManager, choose Device> CTI Route Point.

The Find and List CTI Route Points page displays.

Step 2 Click Add a new CTI Route Point.

The CTI Route Point Configuration page displays.

Step 3 Fill in the CTI route point properties:

• Enter a unique name, such as AutoAttendant, in the Device Name field to identify this as the Cisco CallManager AutoAttendant number.

• From the Device Pool menu, choose the appropriate device pool.

Step 4 To add the new CTI route point, click Insert .

Cisco CallManager adds the route point and asks whether you want to add a directory number for line 1. To add line 1, click OK.

Cisco CallManager opens the Directory Number configuration page.

Step 5 In the Directory Number field, enter the directory number for this CTI route point. This number specifies the number that callers will dial to reach this CTI route point (for example, 4000). You can also fill in other fields as appropriate for your telephony network.


Cisco CallManager assigns the directory number to the current device and asks you if you want to return to the current device configuration page. Click OK to return to the current device configuration page.

Create only one line for the device.

Related Topics:

• Configuring Cisco CallManager, page 5-8

• Adding CTI Ports in Cisco CallManager, page 5-10


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Adding CTI Ports in Cisco CallManager

Create CTI ports for use with the Cisco CallManager AutoAttendant CTI route point. The number of ports that you create determines the number of simultaneous callers that can use your automated attendant. If all ports are in use when a caller calls, the caller receives a busy signal.

Procedure

Step 1 In Cisco CallManager, choose Device> Phone.

Cisco CallManager opens the Find and List Phones page.

Step 2 Click Add a New Phone.

Cisco CallManager opens the Add a New Phone page.

Step 3 Choose CTI Port for Phone Type and click Next.

Cisco CallManager opens the Phone Configuration page.

Step 4 Configure the CTI Port and enter at minimum this information:

• Device Name—Enter something meaningful to you, for example, CTI4001.

• Device Pool—Choose an appropriate device pool.


Cisco CallManager creates the CTI port and asks whether you want to add a directory number for line 1. Click OK. Cisco CallManager opens the Directory Number Configuration page.

Step 6 In the Directory Number field, enter an unused extension number for the port, such as 4001.


Cisco CallManager assigns the directory number to the current device. Click OK to return to the device configuration page.

Repeat the procedure to create each CTI port that you require. Create only one line for each CTI port.


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Related Topics:

• Adding CTI Route Points in Cisco CallManager, page 5-8

• Creating a Cisco CallManager User for Cisco CallManager AutoAttendant, page 5-11

Creating a Cisco CallManager User for Cisco CallManager AutoAttendant

Create a user for Cisco CallManager AutoAttendant in Cisco CallManager. Cisco CallManager AutoAttendant uses this account to gain access to Cisco CallManager and control the CTI route points and CTI ports that you defined for its use.

Procedure

Step 1 In Cisco CallManager, choose User> Add a New User.

Cisco CallManager opens the User Configuration window.

Step 2 Complete the following required fields:

• First Name—Use a descriptive name such as “Automated.”

• Last Name—Use a descriptive name such as “Attendant.”

• UserID—Use a descriptive name such as “AutoAttendant.”

• User Password and Confirm Password—Enter a password and enter it again for confirmation.

• PIN and Confirm PIN—Enter a PIN and enter it again for confirmation.

• Enable CTI Application Use—Check this check-box.

Step 3 To create the user, click Insert.

Cisco CallManager adds the user.

Step 4 In the left column, click Device Association.

Cisco CallManager opens the Device Association subpage of the User Information page.

Step 5 Enter search criteria to list the desired route points and CTI ports or enter nothing to list all devices and click Select Devices to list the devices.


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Step 6 In the list that Cisco CallManager produces, choose these devices:

• The CTI route point that was created for the automated attendant. See Adding CTI Route Points in Cisco CallManager, page 5-8, for more information.

• All CTI ports that were created for Cisco CallManager AutoAttendant’s use. See Adding CTI Ports in Cisco CallManager, page 5-10, for more information.

Make sure you click the No Primary Extension radio button.

Step 7 To save your changes, click Update Selected.

Related Topics:

• Adding CTI Ports in Cisco CallManager, page 5-10

• Configuring the Cisco CRA Engine, page 5-12

Configuring the Cisco CRA EngineAfter you have configured Cisco CallManager for Cisco CallManager AutoAttendant, configure the Cisco Customer Response Application (Cisco CRA) Engine to communicate with Cisco CallManager and the Cisco IP Telephony Directory. To do this, you must

1. Configure the IP Telephony Directory, so Cisco CRA can use it. You may have already completed this configuration when you installed Cisco CRA. See Logging In and Configuring Directory Information, page 5-13, for more information.

2. Configure the Cisco CRA Engine JTAPI subsystem to use the Cisco CallManager user that you created for Cisco CallManager AutoAttendant. See Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine, page 5-16, for more information.

3. Add a CTI port group in the Cisco CRA Engine’s JTAPI subsystem that contains the CTI ports that you created for Cisco CallManager AutoAttendant use. See Adding a CTI Port Group, page 5-17, for more information.


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4. Add the Cisco CallManager AutoAttendant application to the Cisco CRA Engine. See Adding a New Cisco CallManager AutoAttendant, page 5-20, for more information.

These topics only cover the basics of using and configuring Cisco CRA. See the online help for more detailed information.

Related Topic:

• Logging In and Configuring Directory Information, page 5-13

Logging In and Configuring Directory Information

The Cisco IP Telephony Directory server stores two types of information that are used by the Cisco Customer Response Application (Cisco CRA) Engine. First, it stores directory information, which includes CTI port and routing configurations. Second, it contains the repository subdirectory, which stores the applications that are used with the Cisco CRA Engine.

Cisco recommends that you use one IP Telephony Directory with Cisco CallManager AutoAttendant rather than split the directory information and repository subdirectories onto separate servers.

Tip To start CiscoCRA Application Administration, open http://servername/AppAdmin in your web browser, where servername is the DNS name or IP address of the application server. Click Help for detailed information on using the interface.

To establish the directory server settings on a new CRA server, perform the following

steps:

Procedure

Step 1 The first time that you log in to the CRA server, enter the username Administrator and the password ciscocisco. Click Log On.

Note The login name and password are case-sensitive. Enter them exactly as shown.


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Note Enter the specified username and password for first time setup process only.

The Cisco CRA Administrator Setup page displays.

Step 2 Click Setup.

The Directory Setup window displays.

Step 3 Enter the directory configuration information as described in Table 5-1.

Table 5-1 Directory Configuration Defaults

Field Description Default for DC Directory

Directory hostname Hostname or IP address of the Cisco IP Telephony Directory server where the profile resides or will reside with the CRA engine profile.

Directory port number Port number of the Cisco IP Telephony Directory.

8404

Directory user (DN) The user name (also called the distinguished name) that is configured on the directory server for the user that has permission to modify the Cisco IP Telephony tree and object entries.

cn=Directory Manager, o=cisco.com.

Directory password Password for the Directory user. ciscocisco

Base Context Branch of the Cisco IP Telephony Directory tree that contains the Cisco configuration information.

o=cisco.com

User Base The branch of the Cisco IP Telephony Directory tree that contains user information.

ou=Users, o=cisco.com

Server Type Type of LDAP directory, such as MS Active Directory, Netscape Directory Server 4.0, or DC Directory.

DC Directory

Configuration Profile Name

Profile name that identifies this CRA server configuration or repository.


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Step 4 Click Next.

The second Directory Setup window displays.

Step 5 To configure the Directory setup for Netscape, Active Directory and Other, perform the following step:

a. From the Server Type drop-down arrow, choose the appropriate directory (for example, Netscape).

The following fields adjust to the new information:

– Directory User

– Base Context

– User Base

Step 6 Click Edit and enter a new profile or use the Profile Name drop-down arrow to choose a profile.

Step 7 To enter the new profile, click OK.

Step 8 Click Next.

The third Directory Setup window displays.

Step 9 Accept the default setting: Use the default Repository profile to create the repository profile on the same server and with the same name.

-Or

Step 10 If you want to maintain separate profiles for your configuration and repository, click the Use a different Repository profile radio button. When this option is chosen, the system prompts the user for directory information for the repository profile, which provides the windows to capture the directory information for the repository.

The Repository Configuration window appears. Complete these fields with the configuration information that is appropriate for your repository directory.

Step 11 Click OK.

The User Maintenance window displays. Use this window to assign access levels to an Administrator.

Step 12 In the User Maintenance window, choose the Group drop-down arrow and then choose Administrator.

Step 13 From the CMUsers list box, choose an available CM User and click < to move a user to the CRA Administrator/Supervisor list box.


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If the steps are correctly followed, a (Administrator) label displays after the user name.

Caution To update the system, you must choose at least one Administrator.

Step 14 Click Finish to complete the process and initialize configuration and repository profiles.

The Setup window displays your configuration choices.

Step 15 Log in to the system again using the administrator username and password that you created.

Note The login name, Administrator, and the Password, ciscocisco, no longer work. Log in using the configured administrator password.

The Cisco Customer Response Applications Administration window displays.

Related Topics:

• Configuring the Cisco CRA Engine, page 5-12

• Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine, page 5-16

Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine

After you complete the directory configuration, you must configure the JTAPI subsystem on the Cisco Customer Response Application Engine (Cisco CRA Engine). The Cisco CRA Engine uses the JTAPI subsystem to send and receive calls from Cisco CallManager.



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Procedure

Step 1 From the CRA Administration main menu, choose Subsystems > JTAPI.

The JTAPI Configuration window displays.

Step 2 In the JTAPI Provider(s) field, enter the IP address or DNS name of the Cisco Media Convergence Server (Cisco MCS) that is running Cisco CallManager CTI Manager. You can enter up to two CTI Managers, separated by a space. If the first CTI Manager becomes unavailable, the second one connects and maintains calls.

Step 3 In the UserID field, enter the Cisco CallManager UserID (for example, “JTAPI”).

Step 4 In the Password field, enter the password that you defined for this UserID.

Step 5 To apply changes, click Update.

The following message appears:

“JTAPI Subsystem configured successfully!!”

Step 6 To close the dialog box, click OK.

Related Topics:

• Logging In and Configuring Directory Information, page 5-13

• Adding a CTI Port Group, page 5-17

Adding a CTI Port Group

Identify the CTI ports that you created for Cisco CallManager AutoAttendant use on the JTAPI Configuration page in the Cisco CRA Application Administration configuration. These ports comprise a CTI port group.



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Procedure

Step 1 From the CRA Administration main window, choose Subsystems > JTAPI.

The JTAPI Configuration window displays.

Note To access the CTI Ports window, you must ensure that the CRA Engine is running.

Step 2 To apply changes and restart the engine, click Update.

Step 3 In the left column, click the CTI Port Groups hyperlink.

The JTAPI Call Control Group window displays.

Step 4 Click the Add a New JTAPI Call Control Groups hyperlink.

The second JTAPI Call Control Group Configuration window displays.

Step 5 Accept the automatic group ID or enter a group ID in the Group ID field. The Group ID corresponds to the trunk group number that is reported to the ICM when the CRA server is part of the Cisco IPCC solution.

Step 6 To automatically populate the Description field, press the Tab key.

Step 7 Click Associate CTI Ports.

The Please assign CTI Ports for this Group window displays.

Step 8 In the Directory Number column, click the check boxes that contains the directory numbers that you established in Adding CTI Ports in Cisco CallManager, page 5-10.

Note You must complete configuration of ports in the Cisco Call Manager first, before assigning a user port to a group.

Step 9 To add the port to the list of available CTI ports and close the window, click Update.

Step 10 Click Add.

The Call Control Group appears in the Group ID column.


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Related Topics:

• Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine, page 5-16

• Adding a New Cisco CallManager AutoAttendant, page 5-20

Provisioning Cisco Media Termination Subsystem

You can choose different types of media, from a simple type of media capable of supporting prompts and DTMF (Cisco Media Termination) to a more complex and rich type of media capable of supporting speech recognition in addition to prompts and DTMFs. It is even possible to provision calls without media. Because of these capabilities, you must provision media manually. Each call requires both a CTI port and a media channel for the system to be backward compatible or to support media interactions.

Furthermore, media resources are licensed and sold as IVR ports. You can provision more channels than you are licensed for; however, at run-time, licensing will be enforced to prevent calls from being accepted by the system, as this would violate your licensing agreements.

Call Control Groups, multiple CMT Dialog Groups, and Nuance ASR Dialog groups can be provisioned to allow for the sharing of resources between different applications. In addition, specific sets of resources can be primarily used by special applications.

This can be done when configuring a JTAPI Trigger. For more information, see the Cisco Customer Response Applications Administrator Guide.

Provisioning CMT Dialog Groups

The Cisco CRA server uses the Real-Time Transport Protocol (RTP) to send and receive media packets over the IP network. To ensure that the CRA Engine can communicate with your Cisco IP Telephony system, you need to configure the RTP ports that the CRA Engine will use to send and receive RTP data.

To configure a CMT Dialog, perform the following steps:

Procedure

Step 1 Connect to the Cisco CRA Administration pages.

Step 2 From the CRA Administration main menu, choose Subsystems > Cisco Media.


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The Cisco Media Termination Dialog Group Configuration window appears.

Step 3 Click the Add a New CMT Dialog Group hyperlink.

The second Cisco Media Termination Dialog Group Configuration window appears.

Step 4 Accept the automatic group ID or enter a group ID in the Group ID field.

Note This Group ID must be unique within all media group identifiers, including ASR.

Step 5 Press the Tab key to automatically populate the Description field.

Step 6 Enter a maximum amount of channels available for the group in the Maximum Number Of Channels field.

Step 7 Click Add.

The Cisco Media Termination Dialog Group Configuration window appears.

Adding a New Cisco CallManager AutoAttendant

After you have configured the JTAPI subsystem on the Cisco CRA Engine, you can use one of the sample scripts to create an application and start the Cisco CRA Engine. To add a new Cisco CallManager AutoAttendant, use this procedure.


Procedure

Step 1 From the CRA Administration main menu, choose Applications > Configure Applications.


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Cisco CRA Application Administration opens the Application Configuration page.

Step 2 Click the Add New Application link on the Application Configuration page.

The Add a New Application window displays.

Step 3 Click Next.

The Cisco Script Application window displays.

Step 4 Enter the name of the application in the Name field.

Step 5 To automatically populate the Description field, press the Tab key.

Step 6 Enter a unique ID in the ID field. The ID gets reported in Historical Reporting to identify this application.

Note The system automatically generates an ID; therefore, you can use the ID that is contained within the field or erase the value and enter a new one.

Step 7 In the Maximum Number of Sessions field, enter the maximum number of sessions that can be running this application simultaneously.

Note Depending on the Script and Default Script selection, the window may refresh and provide additional fields and drop-down menu options.

Step 8 From the Script drop-down arrow, choose the script that will be running the application. The script for Cisco CallManager AutoAttendant is aa.aef.

Step 9 From the Default Script drop-down menu, accept System Default. The default script executes when an error occurs with the configured application script.

Step 10 Click Add.

The following message displays:

“The operation has been executed successfully”

Step 11 To close the dialog box, click OK.


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Related Topics:

• Adding a New Cisco CallManager AutoAttendant, page 5-20

• Customizing Cisco CallManager AutoAttendant, page 5-22

Customizing Cisco CallManager AutoAttendantCisco CallManager AutoAttendant comes with a prerecorded welcome prompt. By default, it spells out user names; it does not attempt to pronounce names. You can customize your automated attendant by adding your own welcome prompt and recordings of your user spoken names. These topics describe how to customize Cisco CallManager AutoAttendant:

• Modifying an Instance of Cisco CallManager AutoAttendant, page 5-22

• Configuring Prompts, page 5-23

Modifying an Instance of Cisco CallManager AutoAttendant

The section Adding a New Cisco CallManager AutoAttendant, page 5-20, describes how to add an instance of Cisco CallManager AutoAttendant. After you have created the automated attendant, you can modify its settings.


Procedure

Step 1 From the CRA Administration main window, choose Applications > Configure Applications.

Step 2 Click on the instance of Cisco CallManager AutoAttendant that you want to configure.


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Step 3 You can change these settings:

– Description—The description of the application.

– ID—The application ID. The ID gets reported in Historical Reporting to identify this application.

– Maximum Number of Sessions—The maximum number of simultaneous callers that can use this automated attendant. This number should not exceed the number of CTI Ports that were created for its use.

– Enabled—Whether the automated attendant is running.

– Script—The script that will be running the application.

– welcomePrompt—The prompt that initially plays when the automated attendant answers the phone. See Configuring the Welcome Prompt, page 5-25, for information about how to upload prompts.

– MaxRetry—The number of times that a caller is returned to the AA script's main menu if they encounter an error. The default is 3.

– operExtn—The extension of the phone that the operator will use.

– Default Script— The script that executes when an error occurs with the configured application script.

Step 4 To save your changes, click Update.

Related Topics:

• Adding a CTI Port Group, page 5-17


Configuring Prompts

Through the Cisco CRA Application Administration’s Media Configuration page, you can modify the prompts that Cisco CallManager AutoAttendant uses. You can also upload spoken names for each person in the organization, so callers receive spoken names rather than spelled-out names when the automated attendant is asking the caller to confirm which party they want.


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These topics describe how to customize these features:

• Recording the Welcome Prompt, page 5-24

• Configuring the Welcome Prompt, page 5-25

• Uploading a Spoken Name, page 5-27

Recording the Welcome Prompt

Cisco CallManager AutoAttendant comes with a prerecorded, generic welcome prompt. You should record your own welcome prompt to customize your automated attendant for the specific role that it is to fulfill for your organization. You can use any sound recording software to record the welcome prompt if the software can save the prompt in the required file format. You can record a different welcome prompt for each instance of Cisco CallManager AutoAttendant that you create.

This topic describes how to record the welcome prompt by using Microsoft Sound Recorder. Save the prompt as a .wav file in CCITT (mu -law) 8-kHz, 8-bit, mono format. You must have a microphone and speakers on your system to use the software.

Procedure

Step 1 Start the Sound Recorder software; for example, by choosing Start> Programs > Accessories> Entertainment> Sound Recorder.

Step 2 Click the Record button and say your greeting into the microphone.

Step 3 Click the Stop button when you finish the greeting.

Step 4 To check your greeting

a. Click the Rewind button (also called “Seek to Start”) or drag the slider back to the beginning of the recording.

b. Click the Play button to play the recording. Rerecord your greeting until you are satisfied.

Step 5 When you are satisfied with your greeting, save the recording:

a. Choose File >Save As.

b. To set the recording options, click Change. (You can also do this by choosing Properties from the Sound Recorder File menu). Choose these options:

• Name—Choose [untitled].


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• Format—Choose CCITT u-law.

• Attributes—Choose 8.000 kHz, 8 Bit, Mono 7 kb/sec.

You can save these settings to reuse later by clicking Save As and entering a name for the format.

c. To close the Sound Selection window, click OK.

d. Browse to the directory where you want to save the file, enter a file name, and click Save. Use the .wav file extension.

Related Topics:



Configuring the Welcome Prompt

Cisco CallManager AutoAttendant can only use welcome prompts that are stored on the Cisco CRA Engine. To configure your automated attendant to use a customized welcome prompt, you must upload it to the server and configure the appropriate Cisco CallManager AutoAttendant instance.


Procedure

Step 1 From the CRA Administration main menu, choose Tools > Prompt Management.

The Prompt Management window displays.

Note Before adding a new user prompt, you need to Create a .wav file source folder. Use the Create Folder to create a source folder.


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Step 2 From the Language Directory drop-down menu, choose the specific language and directory where the prompt should be uploaded.

Step 3 To add a new prompt

a. Click the Add a new prompt hyperlink.

The the Prompt File Name dialog box displays.

b. To open the Choose file dialog box, Click Browse...

c. Navigate to the source .wav file folder and double-click the .wav file that you want to upload to the Cisco CRA Engine.

d. Confirm your choice in the Destination File Name field by clicking in the field.

e. To upload the .wav file, click Upload.

The system displays a message that the upload was successful.

f. Click the Return to Prompt Management hyperlink.

The window refreshes, and the file displays in the Prompt Management window.

Step 4 To replace an existing prompt with a new .wav file

a. Click the arrow in the Upload column for the prompt that you want to modify.

The Choose file dialog box opens.

b. Enter the name of the .wav file that you want to use to replace the existing prompt.

c. When you have provided the .wav file and prompt name information, click Upload.

Related Topics:

• Recording the Welcome Prompt, page 5-24

• Uploading a Spoken Name, page 5-27


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Uploading a Spoken Name

By default, Cisco CallManager AutoAttendant spells out the names of parties when it asks a caller to choose between more than one matching name or to confirm that the user wants to connect to the party. You can upload spoken names to the system, so your automated attendant plays spoken names rather than spelling them out.

To upload Cisco CallManager Spoken Names in your users voices, upload the corresponding .wav files into the directory by performing the following steps:

Procedure

Step 1 Ask users to record their names in the manner described in Recording the Welcome Prompt, page 5-24, and to save their files as userId.wav, where userId is their user name.

Step 2 Connect to the Cisco CRA Administration pages.

Step 3 From the CRA Administration main menu, choose Tools > Spoken Name Upload.

The Spoken Name Prompt Upload window displays.

Step 4 In the User Id* field, enter a User ID.

Step 5 Enter the path that contains the Spoken Name .wav file in the Spoken Name (.wav)* field or click Browse and navigate to the directory that contains the Spoken Name .wav file.

Step 6 To upload the file, click Upload.

Related Topic:



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Chapter 5 Cisco CallManager AutoAttendantManaging Cisco CallManager AutoAttendant

Managing Cisco CallManager AutoAttendantUse Cisco CRA Application Administration to manage Cisco CallManager AutoAttendant. Use the online help to learn how to use the interface and perform these tasks. Table 5-2 describes the management tasks.

Related Topics:


• Troubleshooting Cisco CallManager AutoAttendant, page A-27

Table 5-2 Managing Cisco CallManager AutoAttendant

Task PurposeCommands (from the Cisco CRA Administration main page)

Start and stop the Cisco CRA Engine

Make sure that the engine is running for your automated attendant to work. You can stop and restart the engine to help resolve or troubleshoot problems.

Choose System > Engine.

Change the Cisco CRA Engine configuration

Modify the engine configuration to resolve problems.

Choose System > Engine; then, click Engine Configuration. See the online help for detailed information.

Set up trace files Set up trace files to collect troubleshooting information.

Choose System > Engine; then, click Trace Configuration. See the online help for detailed information.

View trace files View trace files to see the results of your tracing.

Choose System > Engine; then, click Trace Files. Choose the trace file that you created.

Monitor performance in real time

You can monitor the performance of the system while it is running if you install the real-time reporting monitor.

Choose Tools > Real Time Reporting. See the online help for information on installing and using Real Time Reporting.


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A
P P E N D I X A Troubleshooting Features and Services
This appendix provides information to help you resolve common issues with Cisco CallManager features and services:


• Troubleshooting Cisco IP Manager Assistant, page A-8

• Troubleshooting Cisco CallManager AutoAttendant, page A-27

Troubleshooting Cisco CallManager Extension Mobility

Cisco CallManager Extension Mobility provides troubleshooting tools for the administrator. These tools include performance counters and alarms that are part of Cisco CallManager Serviceability. For more information about performance counters and alarms, refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide.

This section provides the following information to help you troubleshoot problems with Cisco CallManager Extension Mobility:

• Troubleshooting General Problems with Cisco CallManager Extension Mobility, page A-2

• Troubleshooting Cisco CallManager Extension Mobility Error Messages, page A-3

A-1lManager Features and Services Guide

Appendix A Troubleshooting Features and ServicesTroubleshooting Cisco CallManager Extension Mobility

Troubleshooting General Problems with Cisco CallManager Extension Mobility

If any problems occur with Cisco CallManager Extension Mobility, start with these troubleshooting tips:

• Turn on the Cisco CallManager Extension Mobility application trace files:

– Choose Service > Service Parameters, choose the server that is running the Cisco CallManager Extension Mobility service, and choose True in the Debug Traces On field.

– Restart the Cisco Tomcat Service.

Caution Restarting the Cisco Tomcat Service disrupts other services such as Cisco IP Manager Assistant (IPMA) and CDR Analysis and Reporting (CAR) that use the Cisco Tomcat Service. Cisco recommends that you restart the Cisco Tomcat Service at a noncritical time to reduce the impact to these services. Cisco also recommends that you back up your system prior to restarting the Cisco Tomcat Service.

– Locate the Cisco CallManager Extension Mobility application trace files at:

C:\ProgramFiles\Cisco\Trace\EMApp

• Make sure that you entered the correct URL for the Cisco CallManager Extension Mobility service. Remember that the URL is case-sensitive. See the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20.

• Check that you have thoroughly and correctly performed all the configuration procedures in the “Configuring Cisco CallManager Extension Mobility” section on page 1-17.

• If a problem occurs with authentication of a Cisco CallManager Extension Mobility user, go to the user pages and verify the PIN.

If you are still having problems, use the troubleshooting solutions in Table A-1.

A-2Cisco CallManager Features and Services Guide

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Troubleshooting Cisco CallManager Extension Mobility Error Messages

Use the information in Table A-2 to troubleshoot the error codes and error messages that display on the phone when Cisco CallManager Extension Mobility is used.

Table A-1 Troubleshooting Cisco CallManager Extension Mobility

Problem Description Recommended Action

After a user logs out and the phone reverts to the default device profile, the user finds that the phone services are no longer available.

Check the Enterprise Parameters to make sure that the Synchronization Between Auto Device Profile and Phone Configuration is set to True.

After logging in, the user finds that the phone services are not available.

This problem means that the User Profile did not have any services associated with it when the profile was loaded on the phone.

Perform the following steps:

1. Change the User Profile to include the Cisco CallManager Extension Mobility service.

2. Change the phone configuration where the user is logged in to include Cisco CallManager Extension Mobility. After the phone is updated, the user can access the phone services.

After performing a login or logout, the user finds that the phone resets instead of restarting.

The reset may be based on a locale change.

If the User Locale associated with the login user or profile is not the same as the locale or device, after a successful login, the phone will perform a restart followed by a reset. This occurs because the phone configuration file is being rebuilt.


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Table A-2 Troubleshooting Error Messages That Display on the Phone

Error Code orError Message Recommended Action

0 When a user tries to log in to a phone that is configured for Cisco CallManager Extension Mobility and enters UserID and PIN, the phone displays “0.”

Verify that all the Cisco CallManager services are running.

2, 3 When a user presses the Services button, the phone displays “2” or “3.”

Check the registry entry of the Cisco CallManager Extension Mobility:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems Inc.\Directory Configuration\AppUsers\EMApp.

Make sure that an entry for “Password” exists and that the “UserID” is “EMApp.” If these entries are not there, a problem exists with the installation.


The service is not authenticating the user.

A problem may exist with Virtual Directory. Verify that the Virtual Directory Login Password is correct.


A problem exists with the LDAP Directory. Check that the DirUser.jar file is present.

6, 12 When a user tries to log in to a phone that is configured for Cisco CallManager Extension Mobility and enters UserID and PIN, the phone displays “6” or “12.”

Make sure that a Device Profile associates with the user. See “Creating the Device Profile for a User” section on page 1-23.


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100 When a user presses the Services button, the phone displays “100.”

The URL for the Cisco CallManager Extension Mobility service does not include the last parameter (shown below in bold):

http://<IPAddressofCallManager>/emapp/EMAppServlet?device=#DEVICENAME#

where <IPAddressofCallManager> specifies the IP Address of the Cisco CallManager server where Cisco CallManager Extension Mobility is installed.

Make sure the URL is correct and complete. Be aware that the URL is case-sensitive. See the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20.


The IP address of the Cisco CallManager publisher may have changed. Perform the following steps:

1. In the DC Directory (DCD) Administration, go to Cisco.com > CCN > systemProfiles.

2. Choose Hoteling Profile.

3. Verify that the IP address in the URL field is the IP address of the Cisco CallManager publisher.

HTTP error If this error message displays after a user presses the Services button, a phone load error exists.

To correct this problem, apply the latest phone loads from Cisco.com and reset the phone.

Invalid host When a user presses the Services button, the phone displays either an “Invalid host” message or a blank screen.

Check that the Services URL entry in the Enterprise Parameters is correct. See the “Adding the Cisco CallManager Extension Mobility Service” section on page 1-20.

Table A-2 Troubleshooting Error Messages That Display on the Phone (continued)



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No services configured

When a user presses the Services button, the phone displays “No services configured.”

Check that the Cisco CallManager Extension Mobility service is subscribed to for the phone and that the user device profile is chosen. See the “Subscribing Cisco IP Phones to Cisco CallManager Extension Mobility” section on page 1-26.

Requesting... After the user presses the Services button and chooses the Extension Mobility Service, the phone displays “Requesting...”

Check that the Cisco Tomcat Service (on the Cisco CallManager server where Cisco CallManager Extension Mobility is located) has started and is running.

Authentication error

After a user enters UserID and PIN, the phone displays “Requesting...”

The user should check that the correct UserId and PIN was entered correctly; the user should check with the system administrator that the UserID and PIN are correct.

If you are using the Active Directory Plug-in, make sure that the user is shown directly underneath the User Base and not under a Sub-OU of the User Base.

Device does not allow logon

When a user tries to log in to a phone that is configured for Cisco CallManager Extension Mobility and enters UserID and PIN, the phone displays “Device does not allow logon.”

Make sure that you have chosen “Enable Extension Mobility Feature” on the phone configuration page, See the “Subscribing Cisco IP Phones to Cisco CallManager Extension Mobility” section on page 1-26.

Device profile unavailable

The Cisco IP Telephony Directory may be down.




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System not enabled for login

The service parameter to enable Cisco CallManager Extension Mobility is set to off (False).

On the Service Parameters Configuration window, set the Login Service Enabled field to True to enable the user login service. See the “Setting the Service Parameters” section on page 1-21.

User logged in elsewhere

The service parameter that controls multiple logins is set to allow login at a single device, and a user tries to log in at a second device.

Perform one of the following steps:

• If the configuration is correct, you can log out the user from the first device and ask the user to log in on the second device. You can also explain the single login policy to the user to prevent this from happening again.

• To allow users to log in at multiple devices, on the Service Parameters Configuration window, set the Multiple Login Behavior field to Multiple Logins Allowed. See the “Setting the Service Parameters” section on page 1-21.




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Appendix A Troubleshooting Features and ServicesTroubleshooting Cisco IP Manager Assistant

Troubleshooting Cisco IP Manager AssistantThis section covers solutions for the following most common issues that are related to Cisco IP Manager Assistant (Cisco IPMA). Table A-3 describes troubleshooting tools for Cisco IPMA and the client desktop.

Table A-3 Cisco IPMA Troubleshooting Tools and Client Desktop

Tool Description Location

Cisco IPMA server trace files

C:\Program Files\Cisco\Trace\MA\MAService*.txt

Enable Debug tracing in

Cisco CallManager Administration > Service > Service Parameters.

Cisco IPMA client trace files

$INSTALL_DIR\logs\ACLog*.txtOn the client desktop in the same location where the Cisco IPMA assistant console resides.

To enable debug tracing, go to the settings dialog box in the assistant console. In the advanced panel, check the Enable Trace check box.

Note This only enables debug tracing. Error tracing always remains On.

The location and the name of the current trace file display in the dialog box.

Cisco IPMA client install trace files

$INSTALL_DIR\InstallLog.txtOn the client desktop in the same location where the Cisco IPMA assistant console resides.

Cisco IPMA Client AutoUpdater trace files

$INSTALL_DIR\UpdatedLog.txtOn the client desktop in the same location where the Cisco IPMA assistant console resides.

Install directory By defaultC:\Program Files\Cisco\IPMA Assistant Console


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The following sections describe Cisco IPMA error and recovery procedures:

• IPMAConsoleInstall.jsp Displays Error: Exception While Getting Service Parameters, page A-9

• IPMAConsoleInstall.jsp Displays Error: No Page Found Error, page A-10

• Exception: java.lang.ClassNotFoundException: InstallerApplet.class, page A-13

• Automatic Installation of MS Virtual Machine is No Longer Provided for Download, page A-14

• User Authentication Fails, page A-15

• Assistant Console Displays Error: Cisco IPMA Service Unreachable, page A-16

• New Manager Is Not Created As Expected, page A-19

• Assistant Assignment Does Not Change As Expected, page A-20

• Assistant Proxy Lines Contain Blank Fields For Manager, page A-21

• Manager or Assistant Search Is Slow, page A-21

• Calls Do Not Get Routed When Filtering is On or Off, page A-22

• Updated User Information Is Lost, page A-24

• Manager is Logged Out While the Service Is Still Running, page A-25

IPMAConsoleInstall.jsp Displays Error: Exception While Getting Service Parameters

Symptom

http://<server-name>/ma/Install/IPMAConsoleInstall.jsp displays the following error message:


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Error Message Exception While Getting Service Parameters

Probable Cause

An error occurred in the configuration of Cisco IPMA service parameters.

Corrective Action

Configure Cisco IPMA service parameters from

Cisco CallManager Administration > Service > Service Parameters. Choose the server where the Cisco IPMA service resides, then choose the Cisco IP Manager Assistant service.

IPMAConsoleInstall.jsp Displays Error: No Page Found Error

Symptom


Error Message No Page Found Error

Probable Cause

Cisco IPMA service is not running.

Corrective Action

Start the Cisco Tomcat NT service, Cisco IP Manager Assistant, by using the following procedure.


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Procedure

Step 1 From the Start menu, choose Start > Programs > Administration Tools > Services

Step 2 Right-click the Cisco Tomcat NT service.

Step 3 Click Start.

Step 4 Click Yes.

The service starts.

Symptom



Probable Cause

IIS service is not running.

Corrective Action

Use the following procedure to start the IIS.

Note If the IIS is stopped, the FTP publishing service and the WWW publishing services may also be stopped. Start the FTP and the WWW publishing services first; then, start the IIS by using the following procedure.

Procedure

Step 1 From the Start menu, choose Start > Programs > Administration Tools > IIS Administration Service.


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A window displays listing IIS Administration.

Step 2 Choose IIS Administration Service.

Step 3 Click Start.

Step 4 Click Yes.

The IIS starts.

Symptom



Probable Cause

Network problems. For more information on system issues, refer to the Troubleshooting Guide for Cisco CallManager.

Corrective Action

Ensure that the client has connectivity to the server. Ping the server name that is specified in the URL and verify that it is reachable.


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Symptom



Probable Cause

Misspelled URL.

Corrective Action

Because URLs are case sensitive, ensure that the URL matches exactly what is in the instructions.

Exception: java.lang.ClassNotFoundException: InstallerApplet.class

Symptom

The Assistant Console fails to install from the web. The following error message displays:

Error Message Exception: java.lang.ClassNotFoundException: InstallerApplet.class

Probable Cause

Using the Sun Java plugin virtual machine instead of the Microsoft JVM with the standard IPMA Console install causes failures.


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Corrective Action

The administrator directs the user to the following URL, which is a JSP page that supports the Sun Java plug-in:

http://<servername>/ma/Install/IPMAConsoleInstallJar.jsp

Automatic Installation of MS Virtual Machine is No Longer Provided for Download

Symptom

The Assistant Console fails to install from the web when you are trying to install on a computer that is running Microsoft Windows XP. A message displays that all the components for the program are not available. When the user chooses Download Now, the following message displays:

Error Message Automatic installation of MS Virtual Machine is no longer available for download

Probable Cause

Microsoft does not support Microsoft JVM in IE version 6 of Windows XP.

Note This error does not occur if you have the Microsoft JVM with XP Service Pack 1 installed on your system.

Corrective Action

Perform one of the following corrective actions:

• Install the Netscape browser (version 4.7x or 6.x) and use Netscape to install the Assistant Console.

• Install the Sun Java Virtual Machine plugin for IE from the following URL:

http://java.sun.com/getjava/download.html


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When the Sun Java plugin completes installation, point the browser at the following URL:

http://<servername>/ma/Install/IPMAConsoleInstallJar.jsp

• Install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation.

User Authentication Fails

Symptom

User authentication fails when you sign in on the login screen from the assistant console.

Probable Cause

The following probable causes can apply:

• Incorrect administration of the user in the directory.

• Incorrect administration of the user as an assistant or a manager.

Corrective Action

Ensure that the user ID and the password are administered as a Cisco CallManager user through the Cisco CallManager Administration.

You must administer the user as an assistant or a manager by associating the Cisco IPMA information, which you access through Cisco CallManager Administration > User.


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Assistant Console Displays Error: Cisco IPMA Service Unreachable

Symptom

After launching the Assistant Console, the following message displays:

Error Message Cisco IPMA Service Unreachable

Probable Cause

Cisco IPMA service may be stopped.

Corrective Action

Start the Cisco Tomcat NT service by using the following procedure.

Procedure



Step 3 Click Start.

Step 4 Click Yes.

The service starts.


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Symptom



Probable Cause

The server address for the Primary and Secondary Cisco IPMA servers may be configured as DNS names, but the DNS names are not configured in the DNS server.

Corrective Action

Use the following procedure to replace the DNS name.

Procedure

Step 1 Choose Cisco CallManager Administration > System > Server.

Step 2 Replace the DNS name of the server with the corresponding IP address.



Step 5 Click Start.

Step 6 Click Yes.

The service starts.


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Symptom



Probable Cause

The Cisco CTI Manager service may be stopped.

Corrective Action

Use the following procedure to start the Cisco CTI Manager service and Cisco Tomcat NT service.

Procedure


Step 2 Right-click the CTI Manager service.

Step 3 Click Start.

Step 4 Click Yes.


Step 6 Click Start.

Step 7 Click Yes.

The service starts.


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New Manager Is Not Created As Expected

Symptom

A new manager was not created in Cisco IPMA.

Probable Cause

You did not click Insert on the Cisco CallManager Administration Manager Configuration window.

Corrective Action

Use the following procedure to properly configure the Cisco IPMA manager.

Procedure

Step 1 Choose User > Global Directory.

Step 2 To search for the manager, click Search.

Step 3 Click the manager name.

Step 4 Click the Cisco IPMA link.

Step 5 From Add/Delete Assistants link, assign assistants.

Step 6 Click Update and Close.

Step 7 From Manager Configuration, enter the device, IPMA controlled lines.


For more information about configuring managers and assistants, see the “Configuring a Manager and Assigning an Assistant” section on page 2-33.


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Assistant Assignment Does Not Change As Expected

Symptom

You change the assignment to a different assistant, but the change does not take effect.

Probable Cause

You did not click Update or Update and Close on the Add/Delete Assistant window.

Corrective Action

Use the following procedure to properly configure the Cisco IPMA assistant.

Procedure

Step 1 Choose User > Global Directory.

Step 2 To search for the manager, click Search.

Step 3 Click the manager name.

Step 4 Click the Cisco IPMA link.

Step 5 Click Add/Delete Assistant link.

Step 6 From Add/Delete Assistant window, choose the assistant for the manager.

Step 7 Click Update or Update and Close.

For more information about configuring managers and assistants, see the “Configuring a Manager and Assigning an Assistant” section on page 2-33.


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Assistant Proxy Lines Contain Blank Fields For Manager

Symptom

Assistant Proxy lines contain blank fields.

Probable Cause

Deleting a manager from an assistant may leave a blank line for the assistant.

Corrective Action

From the Assistant Configuration window, reassign the proxy lines.

Manager or Assistant Search Is Slow

Symptom

You tried to perform a search, and it is taking time for the system to return the results.

Probable Cause

You tried to search for all managers or all assistants or a large number of each.

Corrective Action

Narrow the search to a smaller subset for faster performance.


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Calls Do Not Get Routed When Filtering is On or Off

Symptom

Calls do not get routed when filtering is on.

Probable Cause

Cisco CTI Manager service may be stopped.

Corrective Action


Procedure



Step 3 Click Start.

Step 4 Click Yes.


Step 6 Click Start.

Step 7 Click Yes.

The service starts.


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Symptom

You cannot obtain a CTI Provider Object, and the following message displays:

Error Message TimeoutException - Could not get Provider.

Probable Cause

The error occurs in the logs located at

C:\Program Files\Cisco\Trace\MA\MAService_.txt

Corrective Action


Procedure



Step 3 Click Start.

Step 4 Click Yes.


Step 6 Click Start.

Step 7 Click Yes.

The service starts.

Symptom

Calls do not get routed properly.


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Probable Cause

The IPMA route point is not configured properly.

Corrective Action

Use wild cards to match the directory number of the IPMA route point and the primary directory numbers of all the Cisco IPMA managers.

Updated User Information Is Lost

Symptom

After you restart the service, updated user information is lost.

Probable Cause

Improper MADB.dll exists.

Corrective Action

Use the following procedure to replace the MADB.dll file.

Procedure

Step 1 Look in the file C:\Program files\Cisco\MA\TomCat\jvm.stderr

The file contains

java.lang.UnsatisfiedLinkError: method name

This means that MADB.dll does not contain that method.

Step 2 Replace MADB.dll with the required MADB.dll.


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Symptom


Probable Cause

Publisher database is not running.

Corrective Action

Start the publisher database.

Symptom


Probable Cause

Publisher directory is not running.

Corrective Action

Start the publisher directory. Refer to the Troubleshooting Guide for Cisco CallManager for more directory information.

Manager is Logged Out While the Service Is Still Running

Symptom

The Cisco IPMA manager is logged out of IPMA, but the service is still running. The display on the manager IP phone disappears. Calls do not get routed, although filtering is on. To verify that the manager is logged out, view the application log in the Event Viewer on the Cisco IPMA server. Look for a warning from the Cisco Java Applications that indicate that this manager was logged out by the IPMA service.


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Probable Cause

The manager pressed the softkeys more than 4 times per second (maximum limit allowed).

Corrective Action

The Cisco CallManager administrator must update the IPMA manager configuration by using User Configuration. Perform the following procedure to correct the problem.

Procedure

Step 1 From Cisco CallManager Administration, choose User > Global Directory.

The User Information search window displays.

Step 2 Enter the manager name in the search field and click the Search button.

Step 3 At the User Information window, choose the manager that you want to update.

Step 4 At the User Configuration window, click the Cisco IPMA link.

Step 5 The User Configuration window for the manager displays. Click the Update button.


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Appendix A Troubleshooting Features and ServicesTroubleshooting Cisco CallManager AutoAttendant

Troubleshooting Cisco CallManager AutoAttendantThis section provides information and solutions for the most common issues that are related to Cisco CallManager AutoAttendant.

No Matches for an Existing User

Symptom

A search for an existing user fails in Cisco CallManager AutoAttendant.

Probable Cause

It might be due to the fact that the ccndir.ini file is missing information or the extension is not valid because the user does not have a primary extension that was assigned in Cisco CallManager Administration.

Corrective Action

To resolve the problem

1. Verify that the user has an entry in the Cisco CallManager AA Name dialing field and that the User record has an associated phone and that the primary extension button is chosen.

2. Verify that the ccndir.ini file contains the following lines:

USERBASE “ou=Users, o=cisco.com”PROFILEBASE “ou=profiles, ou=CCN, o=cisco.com”

3. If you migrated Cisco CallManager from Version 2.4, a possible schema issue exists. In LDAP Directory Administration, verify that the user Owner field is in Userid format, not fullname format.


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Cisco CallManager AutoAttendant Prompt is Not Found

Symptom

The Cisco CallManager AA prompt is not found.

Probable Cause

The media configuration was not initialized properly.

Corrective Action

Choose Media from the main Application Administration page and verify that the prompt directory is listed as C:\Program Files\cisco\wffavvid\Prompts and that the User Datagram Protocol (UDP) start port is 16384.

IP IVR Server Does not Start After Cisco CallManager Upgrade

Symptom

The IP IVR Server does not start after the Cisco CallManager server is upgraded.

Probable Cause

The Java Telephony API (JTAPI) client must be compatible with the existing version of Cisco CallManager.

Corrective Action

Reinstall the JTAPI plugin from the Cisco CallManager plugins page. Go to Cisco CallManager Administration and choose Application > Install Plugins. Download Cisco JTAPI and install on the IP IVR server.


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JTAPI Subsystem is in Partial Service

Symptom

The Engine Status area in the Engine web page shows that the JTAPI subsystem is in partial service.

Probably Cause

The JTAPI client was not set up properly. At least one, but not all, of the CTI ports, route points, or dialog channels (CMT or Nuance) could not initialize.

Corrective Action

Perform the following tasks:

1. Refer to the CRA trace files to determine what did not initialize.

2. Verify that all CTI ports and CTI route points are associated with the JTAPI user in Cisco CallManager.

3. Verify that the Cisco CallManager and JTAPI configuration IP addresses match.

4. Verify that the Cisco CallManager JTAPI user has control of all the CTI ports and CTI route points.

5. Verify that the LDAP directory is running on the computer specified in the Directory Host Name field in the Directory Setup web page Configuration Setup area.

6. Verify that the application file was uploaded to the repository using the Repository Manager.

Cisco CallManager Automated Attendant prompt is not played

Symptom

The Cisco CallManager Automated Attendant prompt is not played.


OL-3030-01


Possible Cause

An incorrect welcome prompt is specified in the welcomePrompt field in the Cisco Script Application web page.

Corrective Action

From the CRA Administration web page, choose System > System Parameters. Make sure that the following information appears in the User Prompt Directory field:

C:\program files\cisco\wfavvid\Prompts\User

Dial By Name Does Not Find the Specified User

Symptom

The Cisco CallManager Automated Attendant cannot find a user that a caller specifies when dialing by name.

Probable Cause

The extension of the requested user is not valid because the user does not have a primary extension assigned in Cisco CallManager, or the ccndir.ini file is missing information.

Corrective Action

Perform the following tasks:

1. In the Cisco CallManager User Information page, verify that the user has an entry in the AutoAttendant Dialing field, that the User record has an associated phone, and that the Primary Extension radio button is selected.

2. On the CRA server, verify that the ccndir.ini file contains the correct userbase and profilebase information. For example:

USERBASE "ou=Users, o=cisco.com"PROFILEBASE "ou=profiles, ou=CCN, o=cisco.com"


OL-3030-01


Uploaded the Spoken Name, But it Keeps Spelling the Name

Symptom

The spoken name is not used after it has been uploaded,

Probable Cause

The file must be in the CCITT u-Law, 8.000-kHz, 8-Bit, mono format.

Corrective Action

Refer to http://<server_name>/appadmin/PromptInstruct.htm document on your server for more information.

Digits Entered, But Announcement Continues When Calling From an IOS Voice Gateway

Symptom

The announcement continues when calling from an IOS Voice Gateway after digits have been entered.

Probably Cause

DTMF relay is not configured on the IOS gateway.

Corrective Action

Configure dtmf-relay h245-alphanumeric on the VOIP peers that point to the Cisco CallManager.

dial-peer voice 7000 voipdestination-pattern 2...session target ipv4:10.200.72.36dtmf-relay h245-alphanumeric


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User Does Not Hear Announcements: If User Dials 1 and Then Extension Followed by Hash (#), Call Gets Through to User

Symptom

The user does not receive the Cisco CallManager AutoAttendant prompts.

Probable Cause

The default system locale is most likely set to a locale other than English (United States).

Corrective Action

If you do not receive the AutoAttendant prompts, you might still get connected (and the calls routed) if you have a default system locale other than English (United States). To verify this, go to Control Panel and double-click Regional Options.

Normally, C:\Program Files\wfavvid\Prompts\user\en_US stores AutoAttendant user prompts, C:\Program Files\wfavvid\Prompts\system\en_US stores system prompts.

If your locale is not English (United States), then:

• Copy all *.wav files from \user\en_US to C:\Program Files\wfavvid\Prompts\user.

• Copy all *.wav files from \server\en_US to C:\Program Files\wfavvid\Prompts\system.

Cannot Dial Using g.729 Codec

Symptom

The user cannot dial using g.729 codec.


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Probable Cause

The current version of IP IVR Server does not support G.729 codec. G.711ulaw represents the only supported codec.

Corrective Action

No corrective action is available at this time.


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Cisco CallMOL-3030-01

I N D E X

A

adding

Cisco CallManager AutoAttendant to Cisco CRA 5-20

Cisco CallManager Extension Mobility 1-20

CTI ports 5-10

CTI ports to Cisco CRA 5-17

CTI route points 5-8

audio sources

creating for MOH 4-13

for MOH 4-12

managing for MOH 4-14

MOH CD-ROM 4-12

multicast 4-14

unicast 4-14

C

calling search spaces

Cisco IPMA

configuration tips 2-22

call park

example with MOH 4-7

call pickup

group configuration settings (table) 2-48

Cisco 5-4

Cisco Call Back

configuration checklist 3-11

configuring 3-11

description 3-2

installing 3-10

overview 3-1

service parameters 3-14

system requirements 3-8

Cisco CallManager

adding CTI ports 5-10

adding CTI route points 5-8

configuring 5-8

supported version 5-5

Cisco CallManager

MOH servers 4-9

Cisco CallManager AutoAttendant

adding to Cisco CRA 5-20

components 5-4

customizing 5-22

installation requirements 5-5

installing 5-6

managing 5-28

modifying instance 5-22

IN-1anager Features and Services Guide

Index

reinstalling 5-7

script 5-3

upgrading 5-7

Cisco CallManager Extension Mobility

adding 1-20

configuration checklist 1-19

configuration checklist (table) 1-19

configuration example 1-18

configuration guidelines 1-17

configuring 1-17

description 1-3

device profile, creating 1-23

device profiles 1-5

error clearing A-3

general problems, clearing A-2

illustrated (figure) 1-4

installing 1-14

login call flow 1-8

logout call flow 1-10

overview 1-1

service parameters 1-21

subscribing 1-26

system requirements 1-11

trace files A-2

troubleshooting A-1

upgrading 1-15

user device profile, associating 1-25

using 1-28

Cisco CRA Engine

IN-2Cisco CallManager Features and Services Guide

adding Cisco CallManager AutoAttendant 5-20

adding CTI port group 5-17

configuring for Cisco CallManager AutoAttendant 5-12

configuring JTAPI subsystem 5-16

overview 5-4

starting and stopping 5-28

Cisco Customer Response Platform

components 5-4

Cisco IPMA

assistant assignment does not change A-20

assistant proxy lines contain blank fields A-21

calls do not get routed A-22

manager or assistant search slow A-21

new manager not created A-19

service unreachable A-16

updated user information is lost A-24

user authentication fails A-15, A-28


architecture

understanding 2-2

assistant interfaces 2-7

bulk administration tool 1-13, 2-10

calling search space and partitions


Cisco IP phone interface 2-6

Cisco IP phone services


OL-3030-01

Index


database and directory access architecture

understanding 2-6

desktop interface 2-6

manager assistant administration interface 2-8

manager interfaces 2-7

more information 2-53

phones


reporting tools 2-11

route point


softkeys 2-8

translation pattern


Cisco IP Manager Assistant (IPMA)

configuring assistant proxy and incoming intercom lines 2-38

configuring manager and assigning assistant 2-33

configuring manager primary and incoming intercom lines 2-34

deleting 2-36, 2-40

updating 2-37, 2-41

Cisco IPMA service

understanding 2-3

Cisco IP phone services

Cisco IPMA


CiOL-3030-01

computer management (device driver) window (figure) 4-25

computer management (services) window (figure) 4-23

configuring

Cisco CallManager 5-8

Cisco CRA Engine 5-12

CTI ports 5-10

CTI route points 5-8

directory 5-13

JTAPI subsystem 5-16

prompts 5-23

welcome prompt 5-25

CTI port

adding 5-10

adding to Cisco CRA 5-17

CTI route points

adding 5-8

customizing

Cisco CallManager AutoAttendant 5-22

D

database

scalability 4-10

device profiles

and Cisco CallManager Extension Mobility 1-5

devices

driver states, checking 4-24

IN-3sco CallManager Features and Services Guide

Index

E

error

Cisco CallManager Extension Mobility A-3

F

features


assistant interfaces 2-7

bulk administration tool 1-13, 2-10

calling search space and partitions 2-22

Cisco IP phone interface 2-6

Cisco IP phone services 2-28


desktop interface 2-6

manager assistant administration interface 2-8

manager interfaces 2-7

phones 2-28

reporting tools 2-11

route point 2-24

softkeys 2-8

translation pattern 2-24

understanding architecture 2-2

understanding database and directory access architecture 2-6

Cisco IPMA service

understanding 2-3


G

gateways 5-4

group call pickup

group configuration settings (table) 2-48

H

hardware requirements 5-5

I

installing


IPMAConsoleInstall.jsp

exception while getting service parameters A-9

IIS service not running A-11

misspelled URL A-13

network problem A-12

no page found A-10

J

JTAPI subsystem, configuring 5-16

L

LDAP directory 5-4

OL-3030-01

Index

login call flow


logout call flow


M

managing Cisco CallManager AutoAttendant 5-28

modifying

Cisco CallManager AutoAttendant instance 5-22

MOH

audio sources

adding 4-27

configuration settings (table) 4-31

configuring 4-26

copying 4-29

deleting 4-30

explained 4-12

updating 4-28

call park example 4-7

CD-ROM 4-12

characteristics 4-4


configuring 4-26, 4-38

creating audio sources 4-13

database scalability 4-10

definitions 4-2

described 4-1

CiOL-3030-01

failover and failback 4-18

features

database requirements 4-9

database scalability 4-10

manageability 4-10

MOH servers 4-7

server manageability 4-8

server redundancy 4-9

server scalability 4-8

fixed audio source

configuration settings (table) 4-35

described 4-34

functionality 4-5

list of topics 4-1

managing audio sources 4-14

monitoring performance



device driver states 4-24

overview (table) 4-20

service states 4-23


requirements and limits 4-17

server configuration settings (table) 4-44

servers

adding 4-38

characteristics 4-7

copying 4-40


Index


deleting 4-41

explained 4-11

manageability 4-8

perfmon counters 4-21

redundancy 4-9

resetting 4-43

scalability 4-8

updating 4-39

supported features 4-7

transfer hold example 4-7

understanding 4-2

user hold example 4-6

multicast

audio sources for MOH 4-14


explained 4-14

music on hold (MOH) 4-26, 4-38

audio sources 4-12

call park example 4-7

CD-ROM 4-12

characteristics 4-4


creating audio sources 4-13

definitions 4-2

described 4-1

failover and failback 4-18

functionality 4-5

list of topics 4-1


managing audio sources 4-14

monitoring performance



device driver states 4-24

overview (table) 4-20

service states 4-23


requirements and limits 4-17

servers

characteristics 4-7


explained 4-11

manageability 4-8

perfmon counters 4-21

redundancy 4-9

scalability 4-8

supported features 4-7

transfer hold example 4-7

understanding 4-2

user hold example 4-6

N

name

uploading 5-27

network requirements 5-5

no matches for user, troubleshooting A-27

OL-3030-01

Index

P

perfmon counters

counter descriptions (table) 4-22

performance window (figure) 4-21

using to view MOH servers 4-21

prompt

configuring 5-23

configuring welcome 5-25

not found A-28

recording 5-24

R

recording welcome prompt 5-24

redundancy

MOH servers 4-9

reinstalling


repository profiles 5-13

requirements

Cisco Call Back 3-8


route point

Cisco IPMA


CiOL-3030-01

S

service

Cisco CallManager Extension Mobility 1-15, 1-20

software requirements 5-5

spoken name

uploading 5-27

T

trace files for Cisco CallManager Extension Mobility A-2

trace settings 5-28

transfer hold, example with MOH 4-7

translation pattern

Cisco IPMA


troubleshooting

Cisco CallManager Extension Mobility A-1

no matches for user A-27

prompt not found A-28

troubleshooting Cisco CallManager Extension Mobility A-3

U

unicast

audio sources for MOH 4-14

explained 4-14


Index

upgrading


upgrading Cisco CallManager AutoAttendant 5-7

uploading

spoken name 5-27

user hold, example with MOH 4-6

W

welcome prompt 5-24

configuring 5-25

Windows requirements 5-5


OL-3030-01

Cisco Call Manager Features and Services Guide

Documents

Transcript of Cisco Call Manager Features and Services Guide