321 Studios 78-12959-01 Dishwasher User Manual

Cisco CallManager
Extended Services
Administrator’s Guide
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Cisco CallManager Extended Services Administrator’s Guide
Copyright © 2001, Cisco Systems, Inc.
All rights reserved.
C O N T E N T S
Preface ix
Audience ix
Organization x
Related Documentation xi
Conventions xi
Obtaining Documentation xiii
World Wide Web xiii
Documentation CD-ROM xiii
Ordering Documentation xiv
Documentation Feedback xiv
Obtaining Technical Assistance xv
Cisco.com xv
Technical Assistance Center xv
Contacting TAC by Using the Cisco TAC Website xvi
Contacting TAC by Telephone xvi
Understanding Cisco CallManager Extended Services 1-1
Cisco CallManager Extension Mobility Overview 1-2
Login Service 1-2
Logout Service 1-3
Cisco CallManager AutoAttendant Overview 1-4
Components of Cisco CallManager Extended Services 1-6
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Contents
Installing Cisco CallManager Extended Services 2-1
Before You Install 2-1
Hardware Requirements 2-2
Software Requirements 2-2
Installing Cisco CallManager Extended Services 2-3
Downloading and Installing Cisco CallManager Extended Services from the
Internet 2-3
Upgrading Cisco CallManager AutoAttendant or Re-installing
Cisco CallManager Extended Services 2-6
Configuring Cisco CallManager Extension Mobility 3-1
Rules for Configuring Cisco CallManager Extension Mobility 3-1
Managing Device Profiles 3-2
Autogenerated Device Profile 3-2
User Device Profile 3-2
Logging In and Logging Out 3-3
Configuration Examples 3-3
Scenario 1: All Users have Cisco CallManager Extension Mobility 3-3
Scenario 2: Mixed Configuration 3-4
Scenario 3: Mixed Configuration 3-4
Configuration Rules 3-5
Procedures for Configuring Cisco CallManager Extension Mobility 3-6
Creating a New Application User 3-7
Configuring the Cisco CRA Engine 3-10
Adding the Login Application 3-10
Adding the Logout Application 3-13
Adding the Login Application Trigger 3-15
Adding the Logout Application Trigger 3-17
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Contents
Configuring Cisco CallManager for Cisco CallManager
Extension Mobility 3-19
Adding the Login Service 3-19
Adding the Logout Service 3-21
Setting the Service Parameters 3-23
Creating the Default Device Profile for a User 3-26
Associating a User Device Profile to a User for Cisco CallManager
Extension Mobility 3-28
Configuring the Cisco IP Phones for
Cisco CallManager Extension Mobility 3-30
Setting up Anonymous Access on IBM-340 platforms 3-34
Preparing the User for Cisco CallManager
Extension Mobility 3-35
Logging in to Cisco CallManager Extension Mobility 3-36
Logging out of Cisco CallManager Extension Mobility 3-37
Configuring Cisco CallManager AutoAttendant 4-1
Configuring Cisco CallManager for Cisco CallManager AutoAttendant 4-2
Adding CTI Route Points in Cisco CallManager 4-2
Adding CTI Ports in Cisco CallManager 4-3
Creating a Cisco CallManager User for
Cisco CallManager AutoAttendant 4-4
Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 4-6
Configuring Directory Information 4-6
Configuring the JTAPI Subsystem on the Cisco Customer
Response Application Engine 4-9
Adding a CTI Port Group 4-10
Adding a New Cisco CallManager AutoAttendant 4-10
Customizing Cisco CallManager AutoAttendant 4-12
Configuring an Instance of Cisco CallManager AutoAttendant 4-12
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Contents
Configuring Prompts 4-13
General Media Configuration 4-13
Recording the Welcome Prompt 4-14
Configuring the Welcome Prompt 4-15
Uploading a Spoken Name 4-16
Uploading a Batch of Spoken Names 4-17
Administering Cisco CallManager Extended Services 5-1
Managing the Cisco CRA Engine 5-1
Starting and Stopping the Cisco CRA Engine 5-2
Changing Engine Configuration 5-3
Setting Trace File Options 5-4
Configuring the Trace File 5-4
Setting Trace Level Options 5-5
Viewing Trace Files 5-7
Using Cisco CRA Real-time Reporting 5-8
Installing the Real-time Reporting Tool 5-8
Applying the Real-time Reporting Tool 5-9
Viewing Overall Application Engine Activity 5-9
Monitoring Activity by Application 5-11
Monitoring Activity by Task 5-12
Resetting Statistics 5-12
Printing Reports 5-13
Using Cisco CRA Historical Reporting 5-13
Viewing IP IVR Historical Reports 5-14
Enabling Historical Reporting 5-15
Changing Historical Reporting Parameters 5-16
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Contents
Troubleshooting Cisco CallManager Extended Services 6-1
Clearing Problems with Cisco CallManager Extension Mobility 6-1
Clearing General Problems 6-2
Clearing Errors in Cisco CallManager Extension Mobility 6-2
Unknown Error from Service 6-2
Application Authentication Error 6-2
Device Does Not Allow Logon 6-3
Device Profile Does Not Exist 6-3
Directory Service Error 6-3
Proxy Not Allowed 6-3
Another User Logged In 6-3
No User Logged In 6-3
Null Name for Device 6-3
Login Server Connection Error 6-4
System Not Enabled 6-4
User Logged in Elsewhere 6-4
HTTP Error 6-4
Clearing Problems with Cisco CallManager AutoAttendant 6-5
No Matches for an Existing User 6-5
Cisco CallManager AutoAttendant Prompt is Not Found 6-5
INDEX
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Contents
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Preface
The Cisco CallManager Extended Services Administrator’s Guide provides
instructions for installing, configuring and administering
Cisco CallManager Extended Services. This document will help you to:
•
Understand Cisco CallManager Extended Services and how its applications
work.
•
Perform product installation.
•
Perform initial configuration.
•
Perform ongoing administration tasks.
•
Troubleshoot problems with the applications.
Audience
The Cisco CallManager Extended Services Administrator’s Guide is written for
a server administrator or network administrator who is responsible for
implementing Cisco CallManager Extended Services. No programming skills are
required.
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Organization
Organization
This guide is organized as follows:
Chapter
Title
Description
Chapter 1
Understanding
Cisco CallManager
Extended Services
A general overview of
Cisco CallManager Extended
Services and the IP Telephony
software suite.
Chapter 2
Installing
Cisco CallManager
Extended Services
Sequenced procedures for the initial
installation of Cisco CallManager
Extended Services.
Chapter 3
Configuring
Cisco CallManager
Extension Mobility
Sequenced procedures for the initial
configuration of Cisco CallManager
Extension Mobility.
Chapter 4
Configuring
Cisco CallManager
AutoAttendant
Sequenced procedures for the initial
configuration of
Cisco CallManager AutoAttendant.
Chapter 5
Administering
Cisco CallManager
Extended Services
Procedures for managing
Cisco CallManager
Extended Services on an ongoing
basis.
Chapter 6
Troubleshooting
Cisco CallManager
Extended Services
Procedures for troubleshooting
Cisco CallManager
Extended Services and clearing error
messages.
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Related Documentation
Related Documentation
For information about Cisco CallManager, refer to the following documents:
•
Cisco CallManager System Guide
•
Cisco CallManager Administration Guide
For information about Cisco Customer Response Applications, refer to the
following documents:
•
Getting Started with Cisco Customer Response Applications
•
Cisco Customer Response Applications Administrator’s Guide
•
Cisco Customer Response Applications Developer’s Guide
•
Cisco Customer Response Applications Troubleshooting Guide
Conventions
This 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.
string
A nonquoted set of characters. Do not use quotation
marks around the string or the string will include the
quotation marks.
screen
font
boldface screen
font
Terminal sessions and information the system displays
are in screen font.
Information you must enter is in boldface
font.
screen
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Conventions
Convention
Description
italic screen font
Arguments for which you supply values are in italic
screen font.
^
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.
Notes use the following conventions:
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.
Tips use the following conventions:
Tips
Means the following are useful tips.
Cautions use the following conventions:
Caution
Means reader be careful. In this situation, you might do something that could
result in equipment damage or loss of data.
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Obtaining Documentation
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 Documentation
The following sections provide sources for obtaining documentation from
Cisco Systems.
World Wide Web
You can access the most current Cisco Systems documentation on the World Wide
Web at the following sites:
•
http://www.cisco.com
•
http://www-china.cisco.com
•
http://www-europe.cisco.com
Documentation CD-ROM
Cisco documentation and additional literature are available in a CD-ROM
package, which ships 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 as an annual subscription.
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Obtaining Documentation
Ordering Documentation
Cisco Systems documentation is available in the following ways:
•
Registered 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 CCO users can order documentation through a local account
representative by calling Cisco corporate headquarters (California, USA) at
408 526-7208 or, in North America, by calling 800 553-NETS(6387).
Documentation Feedback
If you are reading Cisco product documentation on the World Wide Web, you can
submit technical comments electronically. Click Feedback in the toolbar and
select Documentation. After you complete the form, click Submit to send it to
Cisco.
You can e-mail your comments to bug-doc@cisco.com.
To submit your comments by mail, for your convenience many documents contain
a response card behind the front cover. Otherwise, you can mail your comments
to the following address:
Cisco Systems, Inc.
Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883
We appreciate your comments.
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Obtaining Technical Assistance
Obtaining Technical Assistance
Cisco 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. For Cisco.com registered users,
additional troubleshooting tools are available from the TAC website.
Cisco.com
Cisco.com is the foundation of a suite of interactive, networked services that
provides immediate, open access to Cisco information and resources at anytime,
from anywhere in the world. This highly integrated Internet application is a
powerful, easy-to-use tool for doing business with Cisco.
Cisco.com provides a broad range of features and services to help customers and
partners streamline business processes and improve productivity. Through
Cisco.com, you can find information about Cisco and our networking solutions,
services, and programs. In addition, you can resolve technical issues with online
technical support, download and test software packages, and order Cisco learning
materials and merchandise. Valuable online skill assessment, training, and
certification programs are also available.
Customers and partners can self-register on Cisco.com to obtain additional
personalized information and services. Registered users can order products, check
on the status of an order, access technical support, and view benefits specific to
their relationships with Cisco.
To access Cisco.com, go to the following website:
http://www.cisco.com
Technical Assistance Center
The Cisco Technical Assistance Center (TAC) website is available to all
customers who need technical assistance with a Cisco product or technology that
is under warranty or covered by a maintenance contract.
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Obtaining Technical Assistance
Contacting TAC by Using the Cisco TAC Website
If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC
by going to the TAC website:
http://www.cisco.com/tac
P3 and P4 level problems are defined as follows:
•
P3—Your network performance is degraded. Network functionality is
noticeably impaired, but most business operations continue.
•
P4—You need information or assistance on Cisco product capabilities,
product installation, or basic product configuration.
In each of the above cases, use the Cisco TAC website to quickly find answers to
your questions.
To register for Cisco.com, go to the following website:
http://www.cisco.com/register/
If you cannot resolve your technical issue by using the TAC online resources,
Cisco.com registered users can open a case online by using the TAC Case Open
tool at the following website:
http://www.cisco.com/tac/caseopen
Contacting TAC by Telephone
If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC
by telephone and immediately open a case. To obtain a directory of toll-free
numbers for your country, go to the following website:
http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml
P1 and P2 level problems are defined as follows:
•
P1—Your production network is down, causing a critical impact to business
operations if service is not restored quickly. No workaround is available.
•
P2—Your production network is severely degraded, affecting significant
aspects of your business operations. No workaround is available.
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C H A P T E R
1
Understanding Cisco CallManager
Extended Services
Cisco CallManager Extended Services bring valuable IP telephony capabilities to
a Cisco CallManager deployment. These new extended services significantly
differentiate Cisco’s IP Telephony solution from features provided with
traditional PBX systems.
Cisco CallManager Extended Services consist of two features:
Cisco CallManager Extension Mobility and Cisco CallManager AutoAttendant.
Use this document if you are running Cisco CallManager Extended Services with
Cisco CallManager pre-3.3(2) and Cisco Customer Response Application
(Cisco CRA) 2.2 and later.
Note
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. If you are using Extension Mobility and AutoAttendant
with Cisco CallManager 3.3(2) and later, see the Cisco CallManager Features
and Services Guide at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm
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Chapter 1
Understanding Cisco CallManager Extended Services
Cisco CallManager Extension Mobility Overview
This section provides an introduction to Cisco CallManager Extended Services:
•
Cisco CallManager Extension Mobility Overview, page 1-2
•
Cisco CallManager AutoAttendant Overview, page 1-4
•
Components of Cisco CallManager Extended Services, page 1-6
Cisco CallManager Extension Mobility Overview
The Cisco CallManager Extension Mobility feature allows users within a
Cisco CallManager cluster to configure any Cisco IP Phone7960/7940 as their
own, temporarily, by logging in to that phone. Once logged in, the phone adopts
the user’s personal phone number(s), speed dials, services links and other
user-specific properties. After logout, the phone adopts the original user profile.
With Cisco CallManager Extension Mobility, several employees can share office
space on a rotational basis instead of having a designated office.This approach is
commonly used in work 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.
Login Service
Administrators can program the login service, an XML-based authentication
service, for a variety of uses, including duration limits on phone configuration and
login authorization for particular phones. Programming is done in
Cisco CallManager Service Parameters Configuration.
The user interface to the login service is accessed through the Services button on
Cisco IP Phone Models 7960 or 7940. The user enters login information in the
form of a UserID and a Personal Identification Number (PIN). The
Login Application receives the XML-over-HTTP request and verifies the
information against the Cisco IP Telephony Directory (see Figure 1-1). The
phone is reconfigured automatically with the individual user device profile
information.
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Chapter 1
Understanding Cisco CallManager Extended Services
Cisco CallManager Extension Mobility Overview
Logout Service
The user logs out by pressing the Services button and selecting logout. After the
user logs out, Cisco CallManager sends the original user profile to the phone and
restarts the phone.
Figure 1-1
Cisco CallManager Extension Mobility Architecture
IP
XML/HTTP
Login
Application
XML/HTTP
Login
Service
LDAP
Cisco IP
Telephony
Directory
DBL
Enterprise
database
JTAPI/
TAPI
Call
Processing
58224
CTI
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Chapter 1
Understanding Cisco CallManager Extended Services
Cisco CallManager AutoAttendant Overview
Cisco CallManager AutoAttendant Overview
The Cisco CallManager AutoAttendant (Cisco CallManager AA), illustrated in
Figure 1-2, works with Cisco CallManager to receive calls on specific telephone
extensions and to allow callers to select appropriate extensions.
Figure 1-2
Using Cisco CallManager AA
Voice
Gateway
Windows 2000 Server
Internet Information Server
Cisco
CallManager
PSTN
Cisco CallManager
AutoAttendant
Cisco IP
SoftPhone
IP Data
Network
IP
58225
Cisco IP Phone
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Chapter 1
Understanding Cisco CallManager Extended Services
Cisco CallManager AutoAttendant Overview
The Cisco CallManager AA provides the following functionality:
•
Answers a call
•
Plays a user-configurable Welcome prompt
•
Plays a Main Menu prompt, asking the user 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 entered with the names configured to the available extensions.
– If one matches, the system prompts the user for confirmation of the name,
and transfers the call to that user’s primary extension.
– If there is more than one match, the system prompts the user to select the
correct extension.
– If there are too many matches, the system prompts the user 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 user
accordingly and replays the Main Menu prompt.
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Chapter 1
Understanding Cisco CallManager Extended Services
Components of Cisco CallManager Extended Services
Components of Cisco CallManager
Extended Services
The Cisco Customer Response (CR) Platform provides the components required
to run Cisco CallManager Extended Services. The Cisco CR platform provides a
multimedia (voice/data/Web) IP-enabled customer care application environment.
The Cisco CR Platform uses Voice over IP (VoIP) technology, so your telephony
network can share resources with your data network.
Cisco CallManager Extended Services 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).
•
Cisco CallManager Server—Provides the features required to implement IP
phones, manage gateways, provides failover and redundancy service for the
telephony system, and directs Voice over IP (VoIP) traffic to the
Cisco Customer Response Application (Cisco CRA) system.
•
Cisco IP Telephony Directory—Stores configuration information and
Cisco CRA application scripts in a LDAP directory. The subdirectory that
stores Cisco CRA scripts is called the repository. Storing application scripts
and configuration information in an LDAP directory allows you to load
application scripts on any Cisco CRA engine in the network. The repository
keeps one backup version of each script for recovery purposes. You can
revert to the previous version if necessary.
•
Cisco CRA Server—Contains the Cisco CRA Engine that runs Cisco CRA
applications. Cisco CRA applications comprise a series of steps,
implemented as Java Beans packaged in .jar files.
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Chapter 1
Understanding Cisco CallManager Extended Services
Components of Cisco CallManager Extended Services
Figure 1-3 shows how Cisco CRA integrates with your Cisco IP telephony
solution.
Figure 1-3 shows Cisco CallManager and Cisco CRA systems running on
separate servers. You can install Cisco CallManager Extended Services
co-resident on the same server as Cisco CallManager or on a separate server.
Figure 1-3
Cisco IP Telephony Solution Components
Windows 2000 Server
Internet Information Server
Cisco
CallManager
Gateway
PSTN
LDAP
HTTP
JTAPI
Cisco IP
Telephony
Directory
Administration
Java-Compliant
Browser
HTTP
LDAP
RMI
Enterprise
database
SQL
Windows 2000
Internet Information Server
58221
Application
Server
For more information about the Cisco CR Platform, refer to the Cisco Customer
Response Applications Administrator’s Guide.
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Chapter 1
Understanding Cisco CallManager Extended Services
Components of Cisco CallManager Extended Services
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C H A P T E R
2
Installing Cisco CallManager
Extended Services
This section describes how to install Cisco CallManager Extended Services on a
Cisco Media Convergence Server (Cisco MCS) or on a Cisco certified server:
1.
Before You Install, page 2-1
2.
Installing Cisco CallManager Extended Services, page 2-3
Before You Install
Before you begin the installation of Cisco CallManager Extended Services,
ensure that you have met hardware and software requirements and configured
Windows 2000 components. Check the “Hardware Requirements” section on
page 2-2 and the “Software Requirements” section on page 2-2 before you
proceed.
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Chapter 2
Installing Cisco CallManager Extended Services
Before You Install
Hardware Requirements
Cisco CallManager Extended Services run on the Cisco Media Convergence
Server (Cisco MCS) platform or a customer-provided Cisco-certified server such
as the Compaq DL320 and DL380 and the IBM-330 and IBM-340.
Cisco recommends that you can install Cisco CallManager Extended Services
co-resident on the same server as Cisco CallManager.
Hardware requirements for a co-resident server configuration of
Cisco CallManager Extended Services are:
•
The installation of Cisco CallManager Extended Services requires 275MB.
•
Running Cisco CallManager Extended Services requires 512MB for the
Cisco MCS 7820 series (7820, 7822, and 7825) and 1GB for the Cisco MCS
7930 series (7930 and 7935).
Software Requirements
Cisco CallManager Extended Services requires the following software
components to operate:
•
Cisco CallManager 3.1
•
Microsoft Windows 2000
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Chapter 2
Installing Cisco CallManager Extended Services
Installing Cisco CallManager Extended Services
Installing Cisco CallManager Extended Services
Install Cisco CallManager 3.1 and Windows 2000 before you install
Cisco CallManager Extended Services.
Note
If you do not have Cisco CallManager 3.1 installed first,
Cisco CallManager Extended Services will abort during its installation.
Note
You must configure proxy settings for Internet Explorer and verify that you
can browse to the internal and external web site. For details on configuring
your proxy settings, contact your network administrator.
Downloading and Installing
Cisco CallManager Extended Services from the Internet
To install Cisco CallManager Extended Services, perform the following steps:
Procedure
Step 1
Start up the Cisco MCS or Cisco certified server and log into Windows 2000.
Step 2
Use a web browser to access the following URL:
http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-31
Click the CallManager Upgrades link.
Step 3
Locate Cisco CallManager Extended Services and download the file:
cm-es.ffr.2-2-1.exe.
Step 4
Double-click on the downloaded file to launch the installer.
Step 5
Click Next at the Welcome to the Cisco CallManager Extended Services
Installation Wizard window.
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Chapter 2
Installing Cisco CallManager Extended Services
Installing Cisco CallManager Extended Services
Step 6
A window appears with a checklist of applications offered by
Cisco CallManager Extended Services. See Figure 2-1.
Check the box next to the applications you wish to install:
Step 7
•
CallManager Cisco AA
•
Cisco Extension Mobility
Click the Next button.
Figure 2-1
Step 8
Installing Cisco CallManager Extended Services
If you are installing a Cisco CallManager application for the first time, skip to
Step 11.
If you are performing a reinstall or upgrade, the system asks you to confirm that
you want to reinstall.
Step 9
Click Yes.
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Step 10
At this point, the installation checks for the presence of Cisco CallManager 3.1.
If Cisco CallManager Release 3.1 is not present, you are prompted to upgrade to
Cisco CallManager Release 3.1.The installation of Cisco CallManager
Extended Services will not continue until Cisco CallManager Release 3.1 is
present.
Step 11
Confirm your installation selection by clicking Yes.
The system displays a message asking where the Cisco CallManager Database is
located.
Step 12
To install Cisco CallManager Extension Mobility on the same server as
Cisco CallManager, select This Server.
To install Cisco CallManager Extension Mobility on a different server from
Cisco CallManager, select A Different Server and enter the server’s hostname,
and a username and password.
Step 13
Click Next.
Step 14
At the CiscoWorks2000 Syslog Configuration screen you can elect to configure
the CiscoWorks2000 Syslog collector.
If you have a CiscoWorks2000 server on your network, you can click the
Configure CiscoWorks2000 Syslog Collector check box to install the
CiscoWorks Syslog Collector module on this computer. If you click this check
box, enter the location of your CiscoWorks2000 server.
If you do not have a CiscoWorks 2000 server on your network, do not click the
Configure CiscoWorks 2000 Syslog Collector check box.
Step 15
At the Ready to Install Cisco CallManager Extended Services window, click
Next.
The system takes approximately 10 minutes to install Cisco CallManager
Extended Services.
Step 16
Step 17
The installation blanks the administrator password. Re-enter the password as
shown here:
a.
Enter the new password to be used for the MCS or Cisco certified server.
Click Okay.
b.
Enter the new password to be used for the SQL Server. Click Okay.
To reboot, click Yes when prompted.
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Installing Cisco CallManager Extended Services
Upgrading Cisco CallManager AutoAttendant or Re-installing Cisco CallManager
Extended Services
To upgrade to Cisco CallManager Extended Services from an earlier version of
Cisco CallManager AutoAttendant, or to re-install the current version of
Cisco CallManager Extended Services, perform the following steps:
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.
The Application Administration Setup page appears.
Step 2
Click Setup on the Application Administration Setup page.
The Directory Configuration page appears. The necessary fields are
pre-populated with your directory configuration data.
Step 3
Click OK to confirm the directory configuration.
Step 4
Launch a command window by choosing Start > Run.
Step 5
Enter “cmd” and click OK.
Step 6
Set the directory to
C:\Program Files\wfavvid.
Step 7
If you are upgrading from Cisco CallManager AutoAttendant Release 2.0,
run: “UpgradeAA.bat.”
Note
You do not need to reboot after this procedure.
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3
Configuring Cisco CallManager
Extension Mobility
The following topics describe how to configure Cisco CallManager
Extension Mobility:
•
Rules for Configuring Cisco CallManager Extension Mobility, page 3-1.
•
Procedures for Configuring Cisco CallManager Extension Mobility,
page 3-6
This chapter also includes information for you to give Cisco CallManager
Extension Mobility users. See the “Preparing the User for Cisco CallManager
Extension Mobility” section on page 3-35.
Rules for Configuring Cisco CallManager
Extension Mobility
It is important to understand how device profiles work with Cisco CallManager
Extension Mobility in order to configure the service correctly.
This section discusses the following topics:
•
Managing Device Profiles, page 3-2
•
Logging In and Logging Out, page 3-3
•
Configuration Examples, page 3-3
•
Configuration Rules, page 3-5
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Rules for Configuring Cisco CallManager Extension Mobility
Managing Device Profiles
A device profile is made up of a set of attributes (services and/or features)
associated with a particular device. Device profiles include name, description,
phone template, add-on modules, directory numbers, subscribed services, and
speed dial information.
You can think of the device profile as a device which is not yet physically
embodied. 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. A device can adopt a device profile when there is
no user logged in (that is, when a device is first initialized and when a user logs
out) or when a user logs in.
There are two types of device profiles: autogenerated device profiles and user
device profiles.
Autogenerated Device Profile
An autogenerated device profile generates when you update the phone settings
and choose a current setting to generate an autogenerated device profile. An
autogenerated device profile represents a snapshot of an existing device’s
configuration.
The autogenerated device profile associates with a specific phone to be the logout
device profile. That is, when a logout command for a device is received, this is the
profile loaded onto a device.
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.
User Device Profile
You can assign a user device profile to a user so that when a user logs in or out of
a device, the corresponding user device profile is loaded onto that device. Devices
can adopt user device profiles when a user logs into a device or when there is no
user logged in.You can modify, or delete a user device profile in the Cisco
CallManager administration pages.
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Logging In and Logging Out
When a user logs in, the current configuration of a device is replaced by a
particular user device profile.
When a user logs out, the current configuration of a device (the user default device
profile) is replaced by the logout profile.
Cisco CallManager Extension Mobility supports only one login at a time on a
device. Subsequent logins will fail.
You cannot log out of a device which does not have anyone logged in.
Configuration Examples
This section describes different scenarios using Cisco CallManager
Extension Mobility:
•
Scenario 1: All Users have Cisco CallManager Extension Mobility, page 3-3
•
Scenario 2: Mixed Configuration, page 3-4
•
Scenario 3: Mixed Configuration, page 3-4
Scenario 1: All Users have Cisco CallManager Extension Mobility
In a typical Cisco CallManager Extension Mobility scenario, all employees are
users of Cisco CallManager Extension Mobility. The users are configured to have
a default device profile and they do not control their individual phones. They must
log into a phone before they can use it as their extension.
Employees 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 the Cisco Phone User Options web pages to change their
services or speed dials, they can select only their default device profiles from the
“Select a device to configure” drop-down menu. Any changes users make to their
services follows them to any phone they log into.
Note
In this scenario, users cannot modify settings for an individual phone.
This is a recommended configuration.
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Scenario 2: Mixed Configuration
In this configuration, each user has a phone assigned to him. Each user has a
device profile too which follows him on every device he logs into. Each user has
access to common devices, such as lobby phones, conference room phones, and
cubicle phones that are meant to be shared.
Note
In this scenario, no one is allowed to use anyone else’s phone.
This is a recommended configuration.
Scenario 3: Mixed Configuration
In this scenario, some employees may have a regular desk phone and other users
can log into this phone.
This is not a recommended configuration for Cisco CallManager
Extension Mobility for the following reasons.
When a device is configured for Cisco CallManager Extension Mobility, a
snapshot of that device is taken which is used as a profile after a user logs off that
device.
With Cisco CallManager Extension Mobility enabled on Tom’s personal
extension, Tom goes to his Cisco Phone User Options web pages to configure
services. He has two options from the “Select device to configure” drop-down
menu: the device (the office phone) he controls or the Default Device Profile.
•
If Tom selects his office phone and it is a device which a user controls, Tom
can add services such as speed dials or Cisco stock price display. If Dick logs
into that phone, Dick’s default device profile is loaded onto that phone. When
Dick logs off, the snapshot profile, without the speed dials and Cisco stock
price display, is loaded on the phone.
•
If Tom selects his Default Device Profile from the “Select device to
configure” down-down menu, the changes that he makes to this profile will
appear only on the phone on which he logs into immediately after making the
change and not on the device he controls.
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Configuration Rules
To avoid problems deploying Cisco CallManager Extension Mobility, be sure to
follow these configuration rules:
•
If you want to enable all phones within your Cisco CallManager cluster for
Cisco CallManger Extension Mobility, you must not allow the users to
control these devices. That is, when a user goes to the Cisco IP Phone User
Options web page to change his services, he can only select “Default Device
Profile” from the “Select a device to configure” drop-down list. He cannot
modify the settings for an individual phone.
•
If there is a device which a particular user controls, for example, his office
phone, you must not allow anyone else to log into that device.
Note
The administrator can change the services for a phone in the
Cisco CallManager Administration page. After making the changes, if he
updates on the main page (not the pop up menu) the administrator is prompted
to reset the phone for the changes to take affect. Then, the new snapshot is
stored as the logout profile.
Note
It is recommended that each user of Cisco CallManager Extension Mobility
log into his phone at the beginning of the work day. This ensures that his
default device profile is loaded on his phone. He can make changes to this
profile and it will follow him where he logs in.
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Configuring Cisco CallManager Extension Mobility
Procedures for Configuring Cisco CallManager
Extension Mobility
Perform the following procedures to configure Cisco CallManager
Extension Mobility.
Caution
For successful configuration of Cisco CallManager Extension Mobility,
perform all the procedures in the order shown and follow all steps thoroughly.
1.
Creating a New Application User, page 3-7
2.
Configuring the Cisco CRA Engine, page 3-10
a. Adding the Login Application, page 3-10
b. Adding the Logout Application, page 3-13
c. Adding the Login Application Trigger, page 3-15
d. Adding the Logout Application Trigger, page 3-17
3.
Configuring Cisco CallManager for Cisco CallManager Extension Mobility,
page 3-19
a. Adding the Login Service, page 3-19
b. Adding the Logout Service, page 3-21
c. Setting the Service Parameters, page 3-23
d. Creating the Default Device Profile for a User, page 3-26
e. Associating a User Device Profile to a User for Cisco CallManager
Extension Mobility, page 3-28
f. Configuring the Cisco IP Phones for
Cisco CallManager Extension Mobility, page 3-30
4.
Setting up Anonymous Access on IBM-340 platforms, page 3-34
This section also includes information to give Cisco CallManager
Extension Mobility users. See the “Preparing the User for Cisco CallManager
Extension Mobility” section on page 3-35.
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Creating a New Application User
To create a new application user for Cisco CallManager Extension Mobility,
perform the following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Cisco CallManager 3.1 > CallManager Administration.
You can also connect to the Cisco CallManager server by using the following
URL:
http://servername/ccmAdmin
where servername is the DNS name or IP address of your Cisco CallManager
server.
You will be prompted to enter the network password.
Step 2
Choose User > Add a New User.
Step 3
At the Add a New User screen, enter the first name (for example, extension), last
name (for example, mobility), and UserID (for example, emapplication).
Step 4
At the User Password and Confirm Password fields, enter a password of your
choice.
Step 5
At the PIN field, enter a numeric Personal Identification Number (PIN) of your
choice. Confirm the PIN number.
Step 6
To save your changes and add the user, click Insert.
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Step 7
Configuring Cisco CallManager Extension Mobility
In the User Information page, select Extension Mobility from the left pane (see
Figure 3-1).
Figure 3-1
Adding Cisco CallManager Extension Mobility for the User
A new User Information page displays.
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Step 8
Scroll down the User Information page. At the Enable Authentication Proxy
Rights check box, click Enabled (see Figure 3-2).
Step 9
Click Update.
Figure 3-2
Enabling Authentication Proxy Rights
Related Topics:
•
Configuring Cisco CallManager Extension Mobility, page 3-1
•
Configuring the Cisco CRA Engine, page 3-10
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Configuring Cisco CallManager Extension Mobility
Configuring the Cisco CRA Engine
To configure the Cisco Customer Response Application (CRA) Engine for
Cisco CallManager Extension Mobility, perform the following procedures:
1.
Adding the Login Application, page 3-10
2.
Adding the Logout Application, page 3-13
3.
Adding the Login Application Trigger, page 3-15
4.
Adding the Logout Application Trigger, page 3-17
Adding the Login Application
To add the Login Application for Cisco CallManager Extension Mobility,
perform the following steps:
Procedure
Step 1
Connect to the application server by using the following URL:
http://servername/AppAdmin
where servername is the DNS name or IP address of your
Cisco Customer Response Application Engine (Cisco CRA Engine).
Step 2
Click Generic Applications.
The Application page displays.
Step 3
On the Application page, click Add new application.
Step 4
In the Application Name field, enter any name for the application (for example,
Login).
Step 5
At the Cisco Script Application Configuration page, use the drop-down arrow and
select the hotel.aef script. The system populates the script name with hotel.aef, as
shown in Figure 3-3.
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Figure 3-3
Selecting the Login Application
Step 6
Click Next.
Step 7
In the Application ID field, enter a unique Application Identifier between 1 and
50.
Step 8
In the Maximum Number of Sessions field, enter the number of concurrent HTTP
sessions between 1 and 50.
Step 9
At the Enabled field, enter Yes.
Step 10
Enter the following parameters: the user name and password of the user you
created in the “Creating a New Application User” section on page 3-7.
See Figure 3-4.
Step 11
Click Update.
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Figure 3-4
Configuring Cisco CallManager Extension Mobility
Adding the Login Application
Related Topics:
•
Creating a New Application User, page 3-7
•
Adding the Logout Application, page 3-13
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Adding the Logout Application
To add the Logout Application for Cisco CallManger Extension Mobility,
perform the following steps:
Procedure
Step 1
On the Application Administration page, click Generic Applications. This takes
you to the Application page.
Step 2
On the Application page, click the Add new application link.
Step 3
In the Application Name field, enter any name for the application (for example,
Logout).
Step 4
At the Cisco Script Application Configuration page, use the drop-down arrow and
select the hotelOut.aef script. The system populates the script name with
hotelOut.aef (see Figure 3-5).
Figure 3-5
Step 5
Selecting the Logout Application
Click Next.
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Step 6
In the Application ID field, enter a unique Application Identifier between
1 and 50.
Step 7
In the Maximum Number of Sessions field, enter the number of concurrent HTTP
sessions between 1 and 50.
Step 8
At the Enabled field, enter Yes.
Step 9
Enter the following parameters: the user name and password of the user you
created in Creating a New Application User, page 3-7. (See Figure 3-6.)
Step 10
Click Update.
Figure 3-6
Adding the Logout Application
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Related Topics:
•
Adding the Login Application, page 3-10
•
Adding the Login Application Trigger, page 3-15
Adding the Login Application Trigger
To add the Extension Mobility Login Application Trigger, perform the following
steps:
Procedure
Step 1
On the Application Administration page, click the HTTP Triggers link.
Step 2
Click Add new HTTP Trigger.
Step 3
At the Trigger Name field, enter a trigger (for example, /login).
Tips
Be sure to start your Trigger Name with a backward slash: “/”.
Step 4
Select the application you created in the “Adding the Login Service” section on
page 3-19 (for example, Login).
Step 5
In the Maximum Number of Sessions field, enter the number of concurrent HTTP
sessions between 1 and 50.
Step 6
At the Enabled field, click Yes (see Figure 3-7).
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Figure 3-7
Configuring Cisco CallManager Extension Mobility
Adding the Login Application Trigger
Step 7
Click Update.
Step 8
Click Return to Main Menu.
Related Topics:
•
Adding the Logout Application, page 3-13
•
Adding the Logout Application Trigger, page 3-17
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Adding the Logout Application Trigger
You add the Extension Mobility Logout Application Trigger the same way you
added the Login Application Trigger. Perform the following steps:
Procedure
Step 1
On the Application Administration page, click the HTTP Triggers link.
Step 2
Click Add new HTTP Trigger.
Step 3
At the Trigger Name field, enter a trigger (for example, /logout).
Tips
Step 4
Be sure to start your Trigger name with a backward slash: “/”.
Select the application you created in the “Adding the Logout Service” section on
page 3-21 (for example, Logout).
See Figure 3-8 on page 3-17.
Figure 3-8
Adding the Logout Application Trigger
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Step 5
In the Maximum Number of Sessions field, enter the number of concurrent HTTP
sessions between 1 and 50.
Step 6
At the Enabled field, enter Yes.
Step 7
Click Update.
Step 8
Click Return to Main Menu.
Related Topics:
•
Adding the Login Application Trigger, page 3-15
•
Configuring Cisco CallManager for Cisco CallManager Extension Mobility,
page 3-19
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Configuring Cisco CallManager for Cisco CallManager
Extension Mobility
To configure Cisco CallManager for Extension Mobility, perform the following
procedures:
1.
Adding the Login Service, page 3-19
2.
Adding the Logout Service, page 3-21
3.
Setting the Service Parameters, page 3-23
4.
Creating the Default Device Profile for a User, page 3-26
5.
Associating a User Device Profile to a User for Cisco CallManager
Extension Mobility, page 3-28
6.
Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,
page 3-30
Adding the Login Service
To add the Login Service for Cisco CallManager Extension Mobility, perform the
following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Cisco CallManager 3.1 > Administration.
Step 2
Select Feature.
Step 3
Use the drop-down arrow to select Cisco IP Phone Services.
Step 4
At the Service Name field, enter a name for the service which will identify it for
the user (for example, Login).
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Step 5
Caution
Tips
Configuring Cisco CallManager Extension Mobility
At the Service URL field, enter the IP address of the application engine and the
HTTP trigger you created in Step 3 of the “Adding the Login Application” section
on page 3-10 (for example, http://AppServerIP: 8080/login).
The URL is case-sensitive. Make sure you enter the exact name you entered
for the Login Application Trigger.
Always use port 8080.
See Figure 3-9.
Figure 3-9
Step 6
Adding the Login Service
Click Insert and click Update.
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Related Topics:
•
Adding the Login Application Trigger, page 3-15
•
Adding the Logout Service, page 3-21
•
Setting the Service Parameters, page 3-23
Adding the Logout Service
To add the Logout Service for Cisco CallManager Extension Mobility, perform
the following steps:
Procedure
Step 1
On the Cisco CallManager 3.1 > Administration page, select Feature.
Step 2
Use the drop-down arrow to select Cisco IP Phone Services.
Step 3
At the Service Name field, enter a name for the service which will identify it for
the user (for example, Logout).
Step 4
At the Service URL field, enter the IP address of the application engine and the
HTTP trigger you created in Step 3 of Adding the Logout Application, page 3-13
(for example, http://AppServerIP: 8080/logout).
Caution
Tips
The URL is case-sensitive. Make sure you enter the exact name you entered
for the Logout Application Trigger.
Always use port 8080.
See Figure 3-10.
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Configuring Cisco CallManager Extension Mobility
Figure 3-10 Adding the Logout Service
Step 5
Click Insert and click Update.
Related Topics:
•
Adding the Login Service, page 3-19
•
Setting the Service Parameters, page 3-23
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Setting the Service Parameters
Setting the Service Parameters in the CallManager Service Parameters
Configuration page allows you to define the maximum login time and the multi
login behavior for Cisco CallManager Extension Mobility.
Maximum Login Time
At the Enforce Maximum Login Time, set True or False. True indicates you wish
to define a maximum login time.
At the Maximum Login Time field, enter the maximum login time. This is a
system-wide maximum time specified for logins. After this time, the system
automatically logs out the device.
Note
The automatic logout service is used for all logins if a system maximum login
time is specified. Each login will then have an automatic logout set up for the
maximum duration.
Multi Login Behavior
At the Multi Login Behavior field, select one of the following options:
•
Multiple Logins Allowed: A user can log into more than one device at a time.
•
Multiple Logins Not Allowed: The second and subsequent login attempts
after a user logs in once successfully will fail.
•
Auto Logout: When a user logs into a second device, they are automatically
logged out of the first device.
•
The default value is Multiple Logins Not Allowed.
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Configuring Cisco CallManager Extension Mobility
To set the Service Parameters for Cisco CallManager Extension Mobility,
perform the following steps:
Procedure
Step 1
On the Cisco CallManager 3.1 > Administration page, select Service > Service
Parameters.
The Service Parameters Configuration page displays
Step 2
From the pull-down menu, select the server address of your Cisco CallManager.
A new Service Parameters Configuration page displays.
Step 3
From the Services list box on the left side of the page, choose Cisco Extension
Mobility (see Figure 3-11).
Figure 3-11 Selecting the Logout Service
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A new Service Parameters Configuration page displays.
Figure 3-12 shows the Service Parameters screen, with the service parameter
information entered.
Figure 3-12 Setting the Service Parameters
Step 4
At the Login Service Enabled field, select True to enable the user login service.
The default value is True. Selecting false disables the user login service.
Step 5
At the Enforce Maximum Login Time, set True or False.
If you select True, the service logs a user out of a device automatically after a
maximum login time.
The default value is False.
Step 6
At the Maximum Login Time field, enter the maximum login time
(Hours:Minutes) from 1 to 168:00 (one minute to one week).
The default value is 8:00 (8 hours).
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Step 7
Configuring Cisco CallManager Extension Mobility
At the Multi Login Behavior field, select one of the following responses:
•
Multiple Logins Allowed:
A user can log into more than one device at a
time.
Step 8
•
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 into a second device, he is automatically
logged out of the first device.
The default value is Multiple Logins Not Allowed.
Click Update.
Related Topics:
•
Adding the Login Service, page 3-19
•
Adding the Logout Service, page 3-21
•
Creating the Default Device Profile for a User, page 3-26
Creating the Default Device Profile for a User
The Default 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 have a device profile name and phone button
template(s) configured. Refer to the Cisco CallManager Configuration Guide.
To add a default device profile for a new user of Cisco CallManager Extension
Mobility, follow these steps:
Procedure
Step 1
On the Cisco CallManager Administration page, choose Device > Device Profile.
The page refreshes to the Find and List Device Profiles Page.
Step 2
Choose the Add a New User Device Profile link in the upper right-hand corner.
The User Device Profile Configuration page displays.
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Step 3
At the User Device Profile Name field, enter a name of your choice for the device
profile. This text can be anything that describes this particular user device profile.
Step 4
In the Phone Button Template field, for both the Cisco IP Phone Models 7960 and
7940, select Default 7960 from the Phone Button Template drop-down list. The
default applies to both Cisco IP Phones. See Figure 3-13.
Figure 3-13 Associating a User Device Profile to a User
Step 5
Note
Step 6
You can configure one or two Cisco IP Phone Expansion modules for this device
profile by choosing from the add-on module drop-down lists.
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,
displaying the phone buttons for that particular expansion module.
Click Insert.
The Directory Number Configuration page appears.
Step 7
At the Directory Number field, enter the directory number and click Insert.
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Step 8
Configuring Cisco CallManager Extension Mobility
The following prompt appears: 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 back to the User Device Profile Configuration page for this
device profile.
On the User Device Profile Configuration page, select Update service.
Step 10
To update services, select the service which you added in the “Adding the Logout
Service” section on page 3-21.
Step 11
Click Continue.
Step 12
Click Subscribe.
Related Topics:
•
Adding the Logout Service, page 3-21
•
Associating a User Device Profile to a User for Cisco CallManager
Extension Mobility, page 3-28
Associating a User Device Profile to a User for Cisco CallManager
Extension Mobility
A User Device Profile is associated in the same way that physical devices are
associated, starting with the User Global Directory. To associate a user device
profile to a user for Cisco CallManager Extension Mobility, follow these steps:
Procedure
Step 1
On the Cisco CallManager Administration page, choose
User > Add a New User.
Step 2
At the Add a New User screen, enter the first name (for example, jean), last name
(for example, brody), and UserID (for example, jbrody).
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.
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Step 5
To save your changes and add the user, click Insert.
Step 6
From the left pane, select Extension Mobility (see Figure 3-14).
Figure 3-14 Associating a User Device Profile to a User
Step 7
Click Select Profiles to display the profile that you created in the “Creating the
Default Device Profile for a User” section on page 3-26.
Step 8
Scroll and click on the box next to the default profile to select the appropriate
profile.
Note
Step 9
The first profile checked becomes the default profile.
Click Update.
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Configuring Cisco CallManager Extension Mobility
Related Topics:
•
Creating the Default Device Profile for a User, page 3-26
•
Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,
page 3-30
Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility
To configure the Cisco IP phone for Cisco CallManager Extension Mobility,
follow these procedures:
•
Configuring the Cisco IP Phone Models 7960 and 7940, page 3-30
•
Subscribing to the Cisco CallManager Login Service, page 3-32
Configuring the Cisco IP Phone Models 7960 and 7940
To configure a new or an existing Cisco IP Phone Model 7960 or 7940 for
Cisco CallManager Extension Mobility, follow these steps:
Procedure
Step 1
On the Cisco CallManager Administration page, choose Device > Phone.
The Find and List Phones page displays.
Step 2
To configure an existing phone, perform the following steps:
a.
Note
Choose the fields you want to use to locate a phone. See the
Cisco CallManager Administration Guide for more information.
To find all phones registered in the database, choose Device Name
from the list of fields, and choose “is not empty’ from the list of
patterns; then, click Find.
A list of devices matching the criteria appears.
b.
Select the box next to the device you want to configure and click on the
device.
c.
Proceed to Step 4.
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Step 3
To configure a new phone, perform the following steps:
a.
Click Add a New Phone in the top right corner.
The Add a New Phone page displays.
Step 4
b.
Use a drop-down arrow to select your phone type: Cisco 7960 or Cisco 7940.
c.
Click Next.
d.
Proceed to Step 4.
The Phone Configuration page displays (see Figure 3-15).
Figure 3-15 Configuring a Phone for Cisco CallManager Extension Mobility
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Configuring Cisco CallManager Extension Mobility
At the Phone Configuration page, enter the Media Access Control (MAC) address
of the phone.
Note
The MAC address of the phone can be found on the back of the unit on the
label next to the word MAC. It can also be found by using the Settings button
on the Phone (79XX), then selecting Network Configuration. Under 3 MAC
Address, the phone’s MAC address appears.
Step 5
Fill in the remaining parameters as required.
Step 6
Click Insert when you are finished.
Step 7
You will see a pop-up prompt: The phone has been inserted in the database. Would
you like to add a directory number for line 1 of the phone now.
Click OK.
The Directory Number Configuration page displays.
Step 8
Enter the DN of the phone you are configuring at the Directory Number field.
Step 9
Click Insert.
Step 10
Click Update.
Step 11
You will see a pop-up prompt: Reset the phone to have the changes take effect.
Click OK.
Step 12
Proceed to the “Subscribing to the Cisco CallManager Login Service” section on
page 3-32.
Subscribing to the Cisco CallManager Login Service
To subscribe to the Cisco CallManager Login Service, follow these procedures:
Procedure
Step 1
On the Cisco CallManager Phone Configuration page, select Update Services.
Step 2
From the drop-down arrow, select the service (for example, login) which you
added in the “Adding the Login Service” section on page 3-19.
Step 3
Click Continue.
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Step 4
Click Subscribe. Close the window.
Step 5
On the Cisco CallManager Phone Configuration page, scroll down to the bottom
of the page. Click the check box to Enable Extension Mobility Feature (see
Figure 3-16).
Figure 3-16 Enabling Extension Mobility
Step 6
At the Log Out Profile field, select Use Current Device Settings.
This creates an Autogenerated Device Profile as the default device profile. When
a logout is executed, the current configuration (the User Device Profile) is
replaced by the Autogenerated Device Profile (the default device profile).
See the “Rules for Configuring Cisco CallManager Extension Mobility” section
on page 3-1 for information about configuring device profiles.
Step 7
The remaining fields show the current device information regarding the login
status of the device: Log in UserID; Log In Time; Log Out Time.
Step 8
Click Update.
Related Topics:
•
Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,
page 3-30
•
Preparing the User for Cisco CallManager Extension Mobility, page 3-35
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Configuring Cisco CallManager Extension Mobility
Setting up Anonymous Access on IBM-340 platforms
If you are configuring Cisco CallManager Extended Services on an IBM-340
platform, make sure that the system is set to allow anonymous access to the Login
Service web site. If your system is not set to allow anonymous access, you may
encounter a Login Server Connection Error when attempting to log in to the
phone.
To allow anonymous access, set the IIS to control the password. Perform the
following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Administrative Tools > Internet Services Manager.
Step 2
Expand the tree on the left side of the page: machine name > Default Web
Site > LoginService
Step 3
Right click LoginService in the left pane and select Properties.
Step 4
Click the Directory Security tab.
Step 5
Under Anonymous access and authentication control, click the Edit button.
Step 6
Make sure that Anonymous access is checked. Click Edit for the account used
for anonymous access.
Step 7
Verify that “Allow IIS to control password” is checked.
Step 8
Click OK.
Step 9
Click OK.
Step 10
Close Internet Services Manager.
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Preparing the User for Cisco CallManager Extension Mobility
Preparing the User for Cisco CallManager
Extension Mobility
Once you have configured the system for Cisco CallManager Extension Mobility,
provide the phone user with the following information:
•
notification of the feature’s availability
•
the name you have given the login service and logout service for
Cisco CallManager Extension Mobility (for example, login service and
logout service)
•
their password, UserID and PIN
•
the URL for the Cisco IP Phone Menu Options web page for the user to
change their password and PIN
•
instructions on logging in and logging out, including any information on
Service Parameters you have set defining login and logout (see Setting the
Service Parameters, page 3-23)
You can provide the following procedures to the phone user to enable them to use
the Cisco CallManager Extension Mobility feature:
•
Logging in to Cisco CallManager Extension Mobility, page 3-36
•
Logging out of Cisco CallManager Extension Mobility, page 3-37
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Preparing the User for Cisco CallManager Extension Mobility
Logging in to Cisco CallManager Extension Mobility
To log in to Cisco CallManager Extension Mobility, perform the following steps:
Procedure
Step 1
From a Cisco IP 7960/7940 Phone, press the services button.
Step 2
From the list of displayed services, select the login service defined by your
administrator for Cisco CallManager Extension Mobility (for example, login
service).
Step 3
The phone prompts you to enter your UserID and Personal Identification Number
(PIN).
Step 4
Click Submit to access your login service or click Cancel to exit.
The phone adopts your user device profile information such as directory
number(s), speed dials and services.
Note
Step 5
Your administrator provides you with your password, UserID, PIN, and the
URL for your Cisco IP Phone User Options web page. To change your
password and PIN, go to the web page and follow the instructions.
Proceed with using the phone.
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Logging out of Cisco CallManager Extension Mobility
To log out of Cisco CallManager Extension Mobility, perform the following
steps:
Procedure
Step 1
From a Cisco IP 7960/7940 Phone, click on the Services button.
Step 2
From the list of displayed services, select the logout service defined by your
administrator for Cisco CallManager Extension Mobility (for example, logout
service).
Step 3
The phone returns to its original user device profile.
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4
Configuring Cisco CallManager
AutoAttendant
This section provides information about configuring Cisco CallManager and the
Cisco Customer Response Application Engine (Cisco CRA Engine) in
preparation for deploying your Cisco CallManager AutoAttendant
(Cisco CallManager AA).
Perform the following procedures to configure your Cisco CallManager AA:
1.
Configuring Cisco CallManager for Cisco CallManager AutoAttendant,
page 4-2
2.
Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant,
page 4-6
3.
Customizing Cisco CallManager AutoAttendant, page 4-12
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Configuring Cisco CallManager AutoAttendant
Configuring Cisco CallManager for
Cisco CallManager AutoAttendant
Before you can use Cisco CallManager AutoAttendant (Cisco CallManager AA),
you must configure Cisco CallManager. The following steps illustrate the basic
configuration principles and describe a simple configuration to test your
installation.
1.
Adding CTI Route Points in Cisco CallManager, page 4-2
2.
Adding CTI Ports in Cisco CallManager, page 4-3
3.
Creating a Cisco CallManager User for Cisco CallManager AutoAttendant,
page 4-4
Adding CTI Route Points in Cisco CallManager
To add a CTI route point in Cisco CallManager for Cisco CallManager
AutoAttendant (Cisco CallManager AA), perform the following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Cisco CallManager 3.1 > CallManager Administration.
You can also connect to the Cisco CallManager web server using any computer on
your network by using the following URL:
http://servername/ccmAdmin
where servername is the DNS name or IP address of your Cisco CallManager
server.
You will be prompted for a network username and password.
Step 2
Choose Device > Add a New Device.
Step 3
Use the Device Type drop-down arrow to select CTI Route Point.
Step 4
Click Next.
Step 5
In the Device Name field, enter a name of your choice for the CTI route point.
Choose a name that is descriptive.
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Step 6
In the Device Pool field, select the device pool for this CTI route point. If no other
pool has been created, select Default.
Step 7
Click Insert.
Step 8
In the left pane of the CTI Route Point Configuration window, click
Line 1-click to add.
Step 9
In the Directory Number field, enter the directory number for this CTI route point.
This is the number that users will dial to reach this CTI route point (for example,
4000).
Step 10
Click Insert and Close. Now you need to add CTI ports to Cisco CallManager.
Adding CTI Ports in Cisco CallManager
All CTI ports in a CTI port group must have consecutive directory numbers. For
example, if you want four CTI ports in a particular CTI port group, and the first
is number 9001, the rest of the ports will automatically be configured 9002
through 9004.
To add CTI ports in Cisco CallManager, perform the following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Cisco CallManager 3.1 > CallManager Administration
You can also connect to the Cisco CallManager web server using any computer on
your network by using the following URL:
http://servername/ccmAdmin
where servername is the DNS name or IP address of your Cisco CallManager
server.
Step 2
Choose Device > Add a New Device.
Step 3
Use the Device Type drop-down arrow to select Phone and click Next.
Step 4
Use the Phone Type drop-down arrow to select CTI Port and click Next.
Step 5
In the Device Name field, enter a name for the device (for example, CTI_Port1).
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Step 6
Use the Device Pool drop-down arrow to select the device pool for this CTI port.
If there is no other pool, select Default.
Step 7
Click Insert.
Step 8
In the left pane of the Phone Configuration window, click Line 1 - click to add.
Step 9
In the Directory Number field, enter the directory number of this CTI port (for
example, 4001).
Note
Step 10
CTI port groups must contain sequential CTI port directory numbers.
Click Insert and Close.
You can continue to add ports using consecutive numbers. After you have added
and configured CTI ports for Cisco CallManager AA, configure a
Cisco CallManager user for the Cisco CallManager AA.
Creating a Cisco CallManager User for
Cisco CallManager AutoAttendant
To create a Cisco CallManager user for Cisco CallManager AutoAttendant
(Cisco CallManager AA), perform the following steps:
Procedure
Step 1
On the Cisco CallManager server, choose
Start > Programs > Cisco CallManager 3.1 > CallManager Administration.
You can also connect to the Cisco CallManager web server by using the following
URL:
http://servername/ccmAdmin
where servername is the DNS name or IP address of your Cisco CallManager
server.
You will be prompted to enter the network password.
Step 2
Choose User > Add a New User.
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Step 3
In the Add a New User page, enter the first name (for example, JTAPI), last name
(for example, User), and UserID (for example, JTAPIUser).
Step 4
Enter a password of your choice in the User Password and Confirm Password
fields.
Step 5
At the PIN field, enter a numeric Personal Identification Number (PIN) of your
choice. Confirm the PIN number.
Step 6
Click the Enable CTI Application Use check box.
Caution
When you create a Cisco CallManager user for
Cisco CallManager AA, you must click the
Enable CTI Application Use check box on the Cisco CallManager
Add a New User page. If you do not click the Enable CTI
Application Use check box, the Cisco CRA Engine will be unable
to receive calls from Cisco CallManager.
Step 7
Click Associate Devices.
Step 8
In the User Devices Assignment Window, check the boxes associated with the
Device Name fields.
In order to use the examples provided here, check the following items.
•
AA_RP
•
CTI_Port1
•
CTI_Port2
Step 9
Make sure the No Primary Extension radio button is selected.
Step 10
Click Insert.
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Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant
Configuring Cisco CallManager AutoAttendant
Configuring the Cisco CRA Engine for
Cisco CallManager AutoAttendant
Once 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, perform the following procedures:
1.
Configuring Directory Information, page 4-6
2.
Configuring the JTAPI Subsystem on the Cisco Customer
Response Application Engine, page 4-9
3.
Adding a CTI Port Group, page 4-10
4.
Adding a New Cisco CallManager AutoAttendant, page 4-10
Configuring Directory Information
The Cisco IP Telephony Directory server stores two types of information used by
your 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 you
create with the Cisco CRA Engine.
If your Cisco IP Telephony solution includes one application server and one
Cisco IP Telephony directory, the directory configuration information will be the
same for both the directory and the repository.
It is also possible for the application server to receive directory information from
one Cisco IP Telephony Directory and application script from a repository on
another server. In this scenario, the directory and repository would have different
configurations.
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For efficient management of resources, each type of configuration is stored as a
profile on the Cisco IP Telephony Directory server. In the event of a system failure
or reallocation of application servers, you can upload a directory profile from the
Cisco IP Telephony Directory to a replacement application server.
Note
Directory profiles can only be used by one application server at a
time.
Repository profiles can be used to centralize the storage of application script.
Unlike directory profiles, repository profiles may be shared by more than one
application server.
To configure Directory information on the application server, perform the
following steps:
Procedure
Step 1
Connect to the Application Administration web server by using the following
URL:
http://servername/AppAdmin
where servername is the DNS name or IP address of your application server.
If you are using the computer that is running the application server, you can
connect to the web pages by choosing:
Start > Programs > Cisco CRA Administrator
> Application Administration.
You will be prompted to enter the network username and password.
Step 2
At the Cisco Customer Response Setup page, click Setup.
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Step 3
Table 4-1
Configuring Cisco CallManager AutoAttendant
Use Table 4-1 to fill in the fields.
Directory Configuration
Field
Description
Default for DC Directory
Directory hostname
Hostname or IP address of the Cisco IP
Telephony Directory server used by the current
Application Engine profile.
Directory port number
The port number of the Cisco IP Telephony
Directory.
Directory user (DN)
cn=Directory Manager,
The user name (also called the distinguished
name) configured on the directory server for the o=cisco.com
user that has permission to modify the
Cisco IP Telephony tree and object entries.
Directory password
The password for the Directory user.
Base Context
The branch of the Cisco IP Telephony Directory o=cisco.com
tree that contains the Cisco configuration
information.
Server Type
DC Directory
The type of LDAP directory—MS Active
Directory, Netscape Directory Server 4.0, or DC
Directory.
Configuration Profile
Name
The profile name that identifies this engine
configuration.
8404
ciscocisco
Step 4
Click the Initialize profile check box and click OK.
Step 5
At the Install Application Scripts Installation completed prompt, click
Main Menu.
Step 6
If you want to maintain separate profiles for your directory and repository
configurations, click the Use a Different Repository Profile check box.
Note
By default, the application server will use the directory
configuration information to build the application repository
configuration.
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Step 7
Click Update to enter your changes.
If you clicked the Use a Different Repository Profile check box, the repository
configuration window appears. Complete these fields with the configuration
information appropriate for your repository directory.
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.
To configure the JTAPI Subsystem, perform the following steps:
Procedure
Step 1
At the Application Administration Main Menu, click the JTAPI link in the
Options column.
Step 2
In the CallManager field, enter the IP address or DNS name of the Cisco MCS
running Cisco CallManager.
Step 3
In the Username field, enter the Cisco CallManager UserID you defined in
“Creating a Cisco CallManager User for Cisco CallManager AutoAttendant”
section on page 4-4 (for example, JTAPIUser).
Step 4
Enter the password you defined for this UserID in the Password field.
Step 5
Click Update to enter your changes.
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Adding a CTI Port Group
To add a CTI Port Group, perform the following steps:
Procedure
Step 1
On the JTAPI configuration page, click the Add new CTI Port Group link.
Step 2
On the Add a new CTI Port Group page, use the Type drop-down arrow to select
Applications and click Next.
Step 3
On the CTI Port Group Configuration page, enter 1 in the Number field.
Step 4
In the Initial CTI Port field, enter the first CTI Port directory number you
established in Step 11 of the “Adding CTI Ports in Cisco CallManager” section
on page 4-3. If you are using the provided sample values, enter 4001.
Step 5
In the Last CTI Port field, enter the CTI Port directory number of the last CTI port
you defined in Cisco CallManager. If you are using the provided sample values,
enter 4004.
Note
Step 6
CTI port groups must contain sequential CTI port directory numbers.
Click Update.
Adding a New Cisco CallManager AutoAttendant
When you have configured the appropriate subsystem on the Cisco Customer
Response Application (Cisco CRA) Engine, you can use one of the sample scripts
to create an application and start the Cisco CRA Engine.
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To add a new Cisco CallManager AutoAttendant, perform the following steps:
Procedure
Step 1
Connect to the Application Administration web server by using the following
URL:
http://servername/AppAdmin
where servername is the DNS name or IP address of your Cisco CRA Engine.
Step 2
At the Application Administration Main Menu, click the Telephony Application
link in the Options column.
Step 3
Click the Add New Application link on the Application page.
Step 4
At the Application Configuration page, use the drop-down arrow to select the
aa.aef script. The system populates the Script Name field with “aa.aef.” Click
Next.
Step 5
Enter a name for the application in the Application Name field.
Step 6
At the Application Parameters Configuration page, provide the CTI route point
for this Application (for example, 4000).
Step 7
In the Maximum Number of Sessions field, enter the number of CTI ports you
added in Cisco CallManager. If you are using the provided sample values, enter 4.
Step 8
In the OperExtn field, enter the extension of the phone that will be used by the
human operator and click Update.
Step 9
Select Main Menu > Engine.
Step 10
On the Engine page, click Start.
When the Engine status is running and the subsystems indicate they are in
the Cisco CallManager AA is functional. You can call into the
Cisco CallManager AA by dialing the directory number of the CTI route point
you added to Cisco CallManager. If you are using the provided sample values, dial
4000.
service,
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Customizing Cisco CallManager AutoAttendant
Customizing Cisco CallManager AutoAttendant
By default, Cisco CallManager AA plays back a prerecorded welcome prompt
and spells out user names. You can customize your Cisco CallManager AA by
adding your own welcome prompt and recordings of your users’ spoken names:
•
Configuring an Instance of Cisco CallManager AutoAttendant, page 4-12
•
Configuring Prompts, page 4-13
Configuring an Instance of Cisco CallManager AutoAttendant
To configure an existing Cisco CallManager AutoAttendant
(Cisco CallManager AA), perform the following steps:
Procedure
Step 1
Select Applications from the application administration main menu.
Step 2
Select the instance of Cisco CallManager AA that you wish to configure and click
Next.
Step 3
You can make the following configuration changes:
•
Application Name—the name of the application.
•
CTI Route Point—the number used to reach this application.
•
Maximum Number of Sessions—the maximum number of sessions possible
for this application.
•
Enabled—whether the application is enabled or not.
•
operExtn—the extension of the phone that will be used by the human
operator.
•
welcomePrompt—the prompt used as the welcome prompt for
Cisco CallManager AA. See the “Configuring the Welcome Prompt” section
on page 4-15 for information about how to upload prompts.
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Configuring Prompts
The Media Configuration page also allows you to upload new prompts to the
Cisco CRA Engine, modify existing prompts, and configure the UDP port.
The following topics are included:
•
General Media Configuration, page 4-13
•
Recording the Welcome Prompt, page 4-14
•
Configuring the Welcome Prompt, page 4-15
•
Uploading a Spoken Name, page 4-16
•
Uploading a Batch of Spoken Names, page 4-17
General Media Configuration
The General Media Configuration page shows the two directory paths that the
Cisco CRA Engine uses to store System and User prompts, and the Starting UDP
Port field.
The prompt path information shown on the General Media Configuration page is
for your information only. You cannot modify these paths. System prompts are
general-use type prompts, and many are included with Cisco CRA. (You may also
record your own). User prompts are the prompts you create for specific
applications.
The Starting UDP port field is used to specify the first UDP port for sending and
receiving UDP data. Cisco Customer Response Applications uses the User
Datagram Protocol (UDP) protocol to send and receive media packets over the IP
network. The Starting UDP port field is pre-populated with a default value. The
default value for this field corresponds to the normal configuration for Cisco
networking equipment and ensures the highest possible audio quality for calls to
Cisco Customer Response Applications.
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Customizing Cisco CallManager AutoAttendant
Recording the Welcome Prompt
You can record prompts for Cisco CallManager AA on any computer using
Microsoft Sound Recorder. Save the prompt as a .wav file in CCITT (µ -law)
8kHz, 8-bit, Mono format. (You can use another audio application to record the
welcome prompt if it supports this format.)
To record a prompt using Microsoft Sound Recorder, perform the following steps:
Procedure
Step 1
Select the following option from the Windows Start menu:
Programs > Accessories > Multimedia > Sound Recorder.
Step 2
Click the Record button (red), and record your greeting into the microphone.
Step 3
Click the Stop button (black) when you have finished recording.
Step 4
To check your greeting:
Step 5
a.
Click the Rewind button (left-pointing arrows) or drag the slider back to the
beginning of the recording.
b.
Click the Play button (right-pointing arrow) button.
When you are satisfied with your greeting, save the recording.
a.
Select File > Save As.
b.
Click Change to set the recording options. (You can also do this by selecting
Properties from the Sound Recorder File menu).
Sound Selection Window
33937
Figure 4-1
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c.
Use the Format drop-down arrow, select CCITT µ-law.
d.
Use the Attributes drop-down arrow to select 8.000 kHz, 8 Bit, Mono 7
kb/sec.
e.
Click Save As and enter a name for this format.
f.
Click OK to close the Sound Selection window.
g.
Browse to the directory of your choice, preferably a directory that you have
set aside for prompts.
h.
Enter the file name, and click Save.
Configuring the Welcome Prompt
The Media Configuration Page allows you to upload new prompts, or to modify
existing prompts stored on the Cisco CRA Engine.
To add or modify prompts, perform the following steps:
Step 1
On the Application Administration Main Menu, click Media. The system displays
the Media Subsystem Configuration page.
Step 2
Click the Prompts link. The system displays the Prompt Configuration page.
Step 3
To replace an existing prompt with a new .wav file, click the arrow in the Upload
column for the prompt you want to modify. To create a new prompt, click the Add
a new prompt link. The system displays the Prompt File Name page.
Step 4
Enter the name of the .wav file you want to use to replace the existing prompt, or
to use as a new prompt. If you are adding a new prompt, enter a name for the
prompt as it resides on the Cisco application server.
Step 5
When you have provided the .wav file and prompt name information, click
Upload.
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Customizing Cisco CallManager AutoAttendant
Uploading a Spoken Name
To upload Cisco CallManager AutoAttendant (Cisco CallManager AA) spoken
names in your users' voices, upload the corresponding .wav files into the
Directory:
Procedure
Step 1
Ask users to record their names in the manner prescribed in the “Recording the
Welcome Prompt” section on page 4-14, and to save their files as userId.wav,
where userId is their user name.
Step 2
Using the Cisco application server computer (this process cannot be done
remotely), connect to the spoken name web page with the following URL:
http://servername/SpokenNameUpload
where servername is the DNS name or IP address of your application server.
You can also choose Start > Programs > Cisco IP IVR > SpokenNameUpload.
Step 3
Click the Change button and click OK.
Step 4
Click the Browse button to locate the spoken name wav file you would like to
upload. The Choose file navigation window appears.
Step 5
When you have located the appropriate file, click Open.
Step 6
Confirm that you have identified the appropriate path and file and click Upload.
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Uploading a Batch of Spoken Names
If you need to upload a large number of spoken names at once, use the
SpokenNameBulkUpload.bat utility, provided on the application server. To
upload a batch of spoken names, perform the following steps:
Procedure
Step 1
Ask users to record their names in the manner prescribed in the “Recording the
Welcome Prompt” section on page 4-14, and to save their files as userId.wav,
where userId is their user name.
Step 2
Collect these files in a directory on the Cisco application server computer.
Step 3
Upload the contents of the local directory to your Cisco IP Telephony Directory
using the following DOS command:
SpokenNameBulkUpload directory true|false
where directory is the directory on your hard drive where the .wav files are
located.
Use the true|false parameter to choose to replace existing spoken names in the
Cisco IP telephony directory or not:
•
true—replaces any spoken name .wav files in the directory with spoken name
.wav files of the same name.
•
false—does not replace spoken name .wav files in the directory with spoken
name .wav files of the same name.
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5
Administering Cisco CallManager
Extended Services
This section provides information about managing the Cisco CallManager
Extended Services after you have configured the services.Topics include:
•
Managing the Cisco CRA Engine, page 5-1
•
Using Cisco CRA Real-time Reporting, page 5-8
•
Using Cisco CRA Historical Reporting, page 5-13
Managing the Cisco CRA Engine
When you click the Engine link on the Application Administration main menu,
the system displays the Engine Control page.
The Engine Control displays the state of the Cisco Customer Response
Application (Cisco CRA) Engine and the Cisco CRA subsystems. It also allows
you to start and stop the application engine. You may need to stop the application
engine for system changes or upgrades or for troubleshooting purposes.
Use the links on the Engine Control page to perform the following operations:
•
Starting and Stopping the Cisco CRA Engine, page 5-2
•
Changing Engine Configuration, page 5-3
•
Setting Trace File Options, page 5-4
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Starting and Stopping the Cisco CRA Engine
You can use the Cisco Customer Response Application (Cisco CRA)
Administration web pages to start and stop the Cisco CRA Engine. You can also
control the Cisco CRA Engine from the service panel in the Administrative Tools
portion of the Windows NT control panel.
To start and stop the application engine from your web browser, perform the
following steps.
Procedure
Step 1
Access the Application Administration main menu, by entering the following
URL in the Location field of your browser:
http://<servername>/AppAdmin
where servername is the Domain Name Service (DNS) name or IP address of your
application server.
Alternatively, if you are on the application server computer, you can choose
Start > Programs > Cisco CRA Administrator > Application
Administrator.
The system displays the Application Administration main menu.
Step 2
To go to the Engine Control page, click Engine.
The Engine Control page provides specific information about each application
session, such as the start time and the parties involved.
Step 3
To start the engine, click Start Engine.
This link starts the Windows service, “Cisco Application Engine.”
Note
Step 4
The status may display “Starting” for as long as 10 to 30 seconds.
To shut down the application engine, click Stop Engine.
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Changing Engine Configuration
To modify the engine parameters for the profile you have chosen, perform the
following steps:
Procedure
Step 1
Select Engine > Configure from the Application Administration main menu.
The system displays the Engine Configuration page.
Step 2
To configure the engine, enter the appropriate values in the fields described in
Table 5-1.
Table 5-1
Step 3
Engine Configuration
Field
Description
RMI Port Number
The port number used by the engine to serve remote
method invocation (RMI) requests.
Maximum Number of
Executed Steps
Do not change the default value.
Maximum Number of
Concurrent Sessions
Maximum number of concurrent tasks. If a call
arrives while all sessions are running, it is delayed
until a session is free.
This is the maximum number of steps any script is
allowed to execute before the engine terminates the
application. It is intended to prevent a script from
running “infinitely” long.
Click Update to save the changes.
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Managing the Cisco CRA Engine
Setting Trace File Options
Trace files are logs that record application engine activity. You can use the trace
file to identify system or application script problems. Because recording all
information about engine activity can create a file that is large and difficult to
read, you can specify to the trace file which items you want to record.
This section describes how you perform the following tasks:
•
Configuring the Trace File, page 5-4
•
Setting Trace Level Options, page 5-5
•
Viewing Trace Files, page 5-7
Configuring the Trace File
To configure the Trace File options, perform the following steps:
Procedure
Step 1
Select Engine > Trace Configuration from the Application Administration main
menu.
The system displays the Trace File Options page.
Step 2
To configure trace files and syslog files, enter the appropriate values in the fields
described in Table 5-2.
Table 5-2
Trace file options
Field or option
Description
Trace File Output
Enable this check box to store trace file
output in the filename specified below.
Filename
The “base” trace file name. Filenames
consist of the base name plus the file
number (for example,.
CiscoMIVR001.log).
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Table 5-2
Trace file options (continued)
Field or option
Description
Number of Trace Files
The number of trace files to rotate.
When the last file is reached, the trace
file re-starts from “1”. If the engine is
restarted, tracing is re-started in the
first file.
Trace File Size
Step 3
The maximum size (in bytes) of the
trace file. After the file reaches this
size, the system moves to the next file.
Click Update to save your changes.
Setting Trace Level Options
The Trace Configuration page also provides a series of check boxes that set the
trace level for various engine activities. The trace levels are as follows:
•
Debug—most verbose, to be used primarily for debugging and
troubleshooting.
•
Informational—describes the transition state (for example,. system start,
system stop)
•
Notification—notifies the user that something has happened (for example,.
maximum number of sessions exceeded)
•
Warning—notifies the user of error conditions that can be recovered from and
that do not result in loss of service
Two groups of trace level activity options; active and inactive. You can make
changes to the parameters of the active options without restarting the Application
Engine, and the trace file will reflect your changes. The inactive options require
that you restart the application engine to reflect any changes you made.
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Table 5-3 summarizes the active engine activities that you can monitor.
Table 5-3
Active Trace level activity options
Field or option
Description
ADM
Administration Client
APP_MGR
Application Manager
ENG
Application Engine
GENERAL_STEPS
General Steps
ICD_HDM
ICD Historical Data Manager
ICD_RTDM
ICD Real Time Data Manager
LIB_LDAP
LDAP Library
LIB_MEDIA
Media Library
LIB_RMI
Remote Message Interface
(RMI) Library
LOG_MGR
Log Manager
RPT
Reporting
SS_APP
Application Subsystem
SS_CM
Contact Manager Component
SS_DB
Database Subsystem
SS_EMAIL
Email Subsystem
SS_HTTP
HTTP Subsystem
SS_RM
Resource Manager Component
SS_RMCM
Resource Manager Contact
Manager Subsystem
SS_TEL
JTAPI Subsystem (Telephony)
STEP_CALL_CONTROL
Call Control Steps
STEP_ICD
ICD Steps
STEP_MEDIA_CONTROL
Media Control Steps
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Table 5-4 lists the inactive Trace level options activities that can be monitored.
Table 5-4
InactiveTrace Level options
Field or option
Description
CCNUSER_STEPS
Extension Mobility Steps
DB_STEPS
Database Steps
DOCUMENT_STEPS
Document Steps
ICM_STEPS
Intelligent Call Management
(ICM) Steps
IO_STEPS
Input/Output Steps
IVR_STEPS
IVR Steps
JAVA_STEPS
Java Steps
LIB_DIRECTORY
Directory Library
MESSAGING_STEPS
Messaging Steps
STEP_AA
AutoAttendant Steps
WEB_STEPS
Web Steps
XML_STEPS
XML Steps
Viewing Trace Files
After you have selected the trace file options that you want to record, restart the
Cisco CRA Engine (if you have modified inactive trace file options). After you
observe enough engine activity to provide useful data, you can download and view
the contents of the new trace file.
To view trace files, click Trace files on the Engine Control page. To display the
trace file, click on a filename.
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Using Cisco CRA Real-time Reporting
Using Cisco CRA Real-time Reporting
The Cisco IP Telephony system provides a real-time reporting utility,
implemented as a Java applet communicating with the application server through
remote method invocation (RMI). You can use this utility to generate reports on
application activity.
This section covers the following topics:
•
Installing the Real-time Reporting Tool, page 5-8
•
Applying the Real-time Reporting Tool, page 5-9
Installing the Real-time Reporting Tool
To use Cisco CRA real-time reporting from a computer other than the application
server, you need to install the application by performing the following steps:
Procedure
Step 1
Access the Application Administration main menu, by entering the following
URL in the Location field of your browser:
http://<servername>/AppAdmin
where servername is the Domain Name Service (DNS) name or IP address of your
application server.
The system displays a dialog box requiring your Cisco Customer
Response Application (Cisco CRA) administrator username and password.
Step 2
Enter your Cisco CRA administrator name and password and click OK.
Step 3
Click Plug-in.
The system displays the Plug-ins page.
Step 4
Click the Reporting Client link.
The system displays the Save As... dialog box.
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Step 5
Specify a target directory for the installer and click Save.
After the download completes, double-click CiscoCRA2_1Reporting.exe and
follow the prompts.
You can connect to the reporting windows by entering the URL of the application
server in your browser window.
Caution
You must always use a valid host name or IP address. You cannot use the
alias localhost, even when running the browser locally on the application
server.
Applying the Real-time Reporting Tool
To start the real-time reporting utility, click Real-Time Reporting on the
Application Administration main menu.
The system displays the Application Administration Reporting page. You can use
this page to generate a variety of reports on the activity of your application engine.
The following options are available:
•
Viewing Overall Application Engine Activity, page 5-9
•
Monitoring Activity by Application, page 5-11
•
Monitoring Activity by Task, page 5-12
•
Resetting Statistics, page 5-12
•
Printing Reports, page 5-13
Viewing Overall Application Engine Activity
To view overall application engine activity, select the System Totals option from
the Reporting page.
This window shows the total activity for the application engine for a 24-hour
period, updated at a regular interval (the default is three seconds).
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Table 5-5 summarizes the meaning of each field on this page.
Table 5-5
System Totals
Field
Description
Total Sessions
Total number of sessions run since the timestamp (“Data
Collected Since”)
Max Concurrent
Sessions
Maximum number of tasks that can run at the same time.
Data Collected
Since
Time when data collection started. The system resets
automatically at midnight.You can manually reset the
statistics by choosing Reset Stats from the Tools Menu.
Restarting the application server will also reset the
statistics.
Running Sessions
Number of tasks currently running.
Completed
Sessions
Number of tasks completed without problems
(exceptions).
Aborted Sessions
Number of tasks that an unhandled exception terminated.
Running Rate
The percentage of total tasks that are currently running.
Completion Rate
Percentage of total tasks that completed without errors.
Aborted Rate
Percentage of total tasks that terminated due to an
unhandled exceptions.
Handled Rate
Percentage of total tasks for an application that have been
handled. The system designates a task as handled if the
application has reached the Session Handled step.
Abandoned Rate
Percentage of total sessions that were not handled for an
application. If the Cisco IP Telephony application does not
include a Session Handled step, the system counts all tasks
associated with that application as abandoned. This also
happens when someone who has called in to an application
hangs up before the Session Handled step executes.
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Monitoring Activity by Application
To monitor activity by application, select the Application Activity option from
the Reporting page.
The system displays the Application Activity page.
Table 5-6 summarizes the meaning of each field on this page.
Table 5-6
Application Activity
Field
Description
Application
Name of application. The application name is the name
specified in the Application Configuration page.
Total Sessions
Total sessions for a specific application.
Completed Sessions
Number of sessions completed for an application without
problems (exceptions).
Running Sessions
Number of sessions currently running.
Aborted Sessions
Number of sessions that were terminated for an
application by an unhandled exception.
Handled Rate
Percentage of total sessions that have been handled. The
system designates a task as handled if the application
reaches the Session Handled application step.
Abandoned Rate
Percentage of total sessions that were not handled. If the
application does not include a Session Handled step, the
system counts all tasks associated with that application
as abandoned.
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Monitoring Activity by Task
To monitor activity by task, select the Task Activity option on the Reporting
page.
Table 5-7 summarizes the meaning of each field on this page.
Table 5-7
Task Activity
Field
Description
Task ID
The identifier associated with the task started for the
application or VRU script.
Parent ID
Task ID of task that invokes this VRU script (this field is
left blank for an application)
Media ID
Cisco CallManager identifier or the call associated with
this application.
Application
Name of application or VRU script associated with this
task. The application name is the name of the application
definition (.aef) file.
Start Time
Time the sessions for the application began execution.
Duration
Application execution time in seconds.
Source ID
Caller extension of incoming call. (CLID)
Destination ID
Called extension to reach application associated with this
task (configured route point directory number).
Resetting Statistics
The system automatically resets the accumulated statistics every day at 12:00 AM
(by the application server system clock). You can also manually reset the statistics
by choosing: Tools > Reset Stats on the Reporting page.
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Printing Reports
To create a printable version of a report, perform the following steps:
Procedure
Step 1
Choose the Report you want to print from the Reports menu on the Reporting
page.
Step 2
Choose Tools > Open Printable
The system opens a printable version of the report in a new browser window.
Step 3
Choose Print from the File menu to print the report.
Using Cisco CRA Historical Reporting
In addition to viewing Real Time reports, you can view accumulated Cisco
Customer Response Application (Cisco CRA) activity in historical reports. The
historical reports record the same parameters that are used in the real time
reporting feature.
When you enable historical reporting, the system automatically saves reports as
.csv files to the Cisco CRA server hard disk. You can open the .csv files with a
spreadsheet program like Microsoft Excel.
This section covers the following topics:
•
Viewing IP IVR Historical Reports, page 5-14
•
Enabling Historical Reporting, page 5-15
•
Changing Historical Reporting Parameters, page 5-16
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Viewing IP IVR Historical Reports
The system saves a report of IP IVR activity to the Cisco CRA server hard disk
every 24 hours. The file is named with the date of the recorded activity using the
following convention:
servername.year.month.day.csv
where servername is the Domain Name Service (DNS) name of your application
server.
To view a historical report, perform the following steps.
Procedure
Step 1
Access the Application Administration main menu, by entering the following
URL in the Location field of your browser:
http://<servername>/AppAdmin
where servername is the Domain Name Service (DNS) name or IP address of your
application server.
Alternatively, if you are on the application server computer, you can choose
Start > Programs > Cisco CRA Administrator > Application
Administrator.
Step 2
On the Application Administration Main Menu page, click the
Historical Reporting link.
Step 3
On the Historical Reporting page, click the name of the report you want to
download.
Step 4
Follow the prompts to save the report to your local hard disk or open the copy of
the file that is on the server.
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Enabling Historical Reporting
To enable historical reporting, perform the following steps:
Procedure
Step 1
Access the Application Administration main menu, by entering the following
URL in the Location field of your browser:
http://<servername>/AppAdmin
where servername is the Domain Name Service (DNS) name or IP address of your
application server.
Alternatively, if you are on the application server computer, you can choose
Start > Programs > Cisco CRA Administrator > Application
Administrator.
Step 2
Click the Engine link.
Step 3
Click the Configure link on the left side of the web page.
Step 4
Make sure the Historical Reporting Status check-box is checked
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Changing Historical Reporting Parameters
The Cisco CRA Engine generates historical reports on a daily basis.The system
stores these reports on your Cisco CRA server hard disk. To preserve hard disk
space, you can limit the number of historical reports that your Cisco CRA system
stores.
The default setting is 90 days. This means that the system deletes historical
reporting files that are more than 90 days old.
To change this value, perform the following steps:
Procedure
Step 1
Access the Application Administration main menu, by entering the following
URL in the Location field of your browser:
http://<servername>/AppAdmin
where servername is the Domain Name Service (DNS) name or IP address of your
application server.
Alternatively, if you are on the application server computer, you can choose
Start > Programs > Cisco CRA Administrator > Application
Administrator
Step 2
Click the Engine link.
Step 3
Click the Configure link on the left side of the web page.
Step 4
In the Number of days to Preserve Historical Report Files field, enter your
preferred value.
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6
Troubleshooting Cisco CallManager
Extended Services
This section provides information on troubleshooting error messages for
Cisco CallManager Extended Services. The following topics are included:
•
Clearing Problems with Cisco CallManager Extension Mobility, page 6-1
•
Clearing Problems with Cisco CallManager AutoAttendant, page 6-5
Clearing Problems with Cisco CallManager
Extension Mobility
This section provides information for:
•
Clearing General Problems, page 6-2
•
Clearing Errors in Cisco CallManager Extension Mobility, page 6-2
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Troubleshooting Cisco CallManager Extended Services
Clearing General Problems
Start with these general troubleshooting tips if any problems occur with Cisco
CRA applications:
•
Check that you have thoroughly and correctly performed:
– all the installation steps in the “Installing
Cisco CallManager Extended Services” section on page 2-3
– all the configuration procedures in the “Configuring Cisco CallManager
Extension Mobility” section on page 3-1
•
Try http://hostname:8080. Make sure that the embedded web server is
running.
•
Check that the port number is 8080. Remember that the default port number
is 8080.
•
Make sure that the URL is correct. Remember that the URL is case-sensitive.
Clearing Errors in Cisco CallManager Extension Mobility
Use the information in this section to clear problems which have error messages
associated with them.
Unknown Error from Service
Action Verify that all the Cisco CallManager services are running.
Application Authentication Error
Action Perform the following tasks:
1.
Check the UserID and Password of the Extension Mobility user you created
in Creating a New Application User, page 3-7.
2.
Verify that you added the UserID and Password correctly in the “Adding the
Login Application” section on page 3-10 and the “Adding the
Logout Application” section on page 3-13.
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Clearing Problems with Cisco CallManager Extension Mobility
Device Does Not Allow Logon
Action In the phone configuration page, make sure that “Enable Extension
Mobility Feature” is selected. See the “Subscribing to the
Cisco CallManager Login Service” section on page 3-32.
Device Profile Does Not Exist
Action Ensure that there is a Default Device Profile associated with the user. See
“Creating the Default Device Profile for a User” section on page 3-26.
Directory Service Error
Action The LDAP Directory has a problem. There may a problem with the
DirUser.jar file on the server machine.
Proxy Not Allowed
Action Make sure that the Cisco CallManager Extension Mobility user has
“Authentication Proxy Rights” enabled. See the “Creating a New Application
User” section on page 3-7.
Another User Logged In
Action Logout the user by selecting the Logout Service. Log back in to allow login
access to the second user.
No User Logged In
Action A user is trying to select logout service when no user is logged into the
phone. A user cannot log out a device which does not have anyone logged in.
Null Name for Device
Action Check that the firmware version of the phone is P00303010013 or later.
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Login Server Connection Error
Action If you are running Cisco CallManager Extension Mobility on an IBM-340
platform, check that the system allows anonymous access to the Login Service
web site. See the “Setting up Anonymous Access on IBM-340 platforms” section
on page 3-34.
Action The URL of the Login Service may not be configured properly in the
LDAP directory. Check that the URL is correct. See the “Adding the
Login Application” section on page 3-10.
System Not Enabled
Action The service parameter to enable Cisco CallManager Extension Mobility is
set to off. Make sure that, on the Service Parameters Configuration page, the
Login Service Enabled field is set to True (to enable the user login service). See
the “Setting the Service Parameters” section on page 3-23.
User Logged in Elsewhere
Action The service parameter which controls multiple logins is set to allow login
at a single device and a user tries to log in at a second device. If the configuration
is correct, explain the login policy to the user. If the configuration is incorrect, set
the Multi Login Behavior field to multiple logins allowed. Refer to Setting the
Service Parameters, page 3-23.
HTTP Error
Action You may not have configured the proxy settings properly for Internet
Explorer on the Cisco Customer Response Application (Cisco CRA) Engine.
Contact your network administrator for information on configuring the proxy
settings.
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Chapter 6
Troubleshooting Cisco CallManager Extended Services
Clearing Problems with Cisco CallManager Extension Mobility
Clearing Problems with Cisco CallManager AutoAttendant
This section describes how to clear the following problems that may impact
Cisco CallManager AutoAttendant:
•
No Matches for an Existing User, page 6-5
•
Cisco CallManager AutoAttendant Prompt is Not Found, page 6-5
No Matches for an Existing User
Symptom A search fails for an existing user in the Cisco CallManager AA.
Possible Cause The user is not found because the ccndir.ini file is missing
information or the extension is not valid because the user does not have a primary
extension assigned in Cisco CallManager Administration.
Action
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 selected.
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 the Cisco CallManager from version 2.4, a possible schema
issue exists. In the LDAP Directory Administration, verify that the user’s
Owner field is in Userid format, not full name format.
Cisco CallManager AutoAttendant Prompt is Not Found
Symptom The Cisco CallManager AA prompt is not found.
Possible Cause Media configuration was not initialized properly.
Select 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.
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Chapter 6
Clearing Problems with Cisco CallManager Extension Mobility
Troubleshooting Cisco CallManager Extended Services
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I N D E X
configuring 3-1
A
configuring, rules 3-1
application engine 1-6
installing 2-3
configuring 5-3
overview 1-2
stopping 5-2
Cisco CRA Engine
applications, monitoring 5-8
adding a CTI port group 4-10
changing engine configuration 5-3
C
configuring for Cisco CallManager
AutoAttendant 4-6
Cisco CallManager 1-6
configuring for Cisco CallManager
Extension Mobility 3-10
adding CTI ports 4-3
configuring the JTAPI subsystem 4-9
adding CTI route points 4-2
starting, stopping 5-2
Cisco CallManager AutoAttendant
Cisco Customer Response Platform
functionality 1-5
components 1-6
installing 2-3
configuration
no matches for user 6-5
application engine 5-3
overview 1-4
CTI ports in Cisco CallManager 4-3
problems 6-5
of directory information 4-6
prompt not found 6-5
of media 4-13
Cisco CallManager Extended Services 6-1
administering 5-1
before you install 2-1
components 1-6
installing 2-3
Cisco CallManager Extension Mobility
of the application server 4-6
prompts 4-13
trace file options 5-4
welcome prompt 4-15
configuring Cisco CallManager AutoAttendant
configuring instances 4-12
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IN-1
Index
recording the Welcome prompt 4-14
J
CTI ports
adding in Cisco CallManager 4-3
jar files 1-6
adding to the application server 4-10
JTAPI subsystem
configuring 4-9
CTI route points
adding in Cisco CallManager 4-2
L
D
LDAP directory 1-6
function defined 1-6
downloading
trace files 5-7
Lightweight Directory Access Protocol 1-6
E
M
Error codes
Media 6-5
Cisco CallManager Extension Mobility 6-2
media configuration 4-13
monitoring application activity 5-8
G
P
gateways 1-6
types supported 1-2
printing reports 5-13
prompts
configuring 4-13
I
recording 4-14
installing
Cisco CallManager AutoAttendant 2-3
R
Cisco CallManager Extended Services 2-3
Cisco CallManager Extension Mobility 2-3
real-time reporting tool 5-8
real-time reporting tool
installing 5-8
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IN-2
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Index
starting 5-9
W
repository profiles 4-7
resetting statistics 5-12
wav files 4-14
Welcome prompt 4-14
welcome prompt
S
configuring 4-15
spoken name, uploading 4-16
starting
real-time reporting tool 5-9
starting, application engine 5-2
stopping, application engine 5-2
T
trace files
downloading 5-7
options 5-4
Troubleshooting 6-1
U
UDP 4-13
uploading, spoken name 4-16
User Datagram Protocol (UDP) 4-13
V
voice gateways 1-6
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Index
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