Cisco CallManager Extended Services Administrator’s Guide Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
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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.
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
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 Mobi
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 Rea
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
Contents Cisco CallManager Extended Services Administrator’s Guide viii 78-12959-01
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.
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.
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 Applicati
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.
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.
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.
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.
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.
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.
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
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.
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.
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 n
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.
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.
Chapter 1 Understanding Cisco CallManager Extended Services Components of Cisco CallManager Extended Services Cisco CallManager Extended Services Administrator’s Guide 1-8 78-12959-01
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.
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.
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.
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.
Chapter 2 Installing Cisco CallManager Extended Services Installing Cisco CallManager Extended Services 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.
Chapter 2 Installing Cisco CallManager Extended Services 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 Adminis
C H A P T E R 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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 Cisco CallManager Extended Services Administrator’s Guide 3-12 78-12959-01
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility Figure 3-7 Configuring Cisco CallManager Extension Mobility Adding the Login Application Trigger Step 7 Click Update. Step 8 Click Return to Main Menu.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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).
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility Configuring Cisco CallManager Extension Mobility Figure 3-10 Adding the Logout Service Step 5 Click Insert and click Update.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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).
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Procedures for Configuring Cisco CallManager Extension Mobility 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.
Chapter 3 Configuring Cisco CallManager Extension Mobility 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
Chapter 3 Configuring Cisco CallManager Extension Mobility 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).
Chapter 3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility 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).
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C H A P T E R 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.
Chapter 4 Configuring Cisco CallManager for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring Cisco CallManager for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager for Cisco CallManager AutoAttendant Configuring Cisco CallManager AutoAttendant 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).
Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring Cisco CallManager for Cisco CallManager AutoAttendant 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.
Chapter 4 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Configuring Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant By default, Cisco CallManager AA plays back a prerecorded welcome prompt and spells out user names.
Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant 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.
Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant Cisco CallManager Extended Services Administrator’s Guide 4-18 78-12959-01
C H A P T E R 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.
Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine 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.
Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine 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.
Chapter 5 Administering Cisco CallManager Extended Services 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.
Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine 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.
Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine Table 5-3 summarizes the active engine activities that you can monitor.
Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine Table 5-4 lists the inactive Trace level options activities that can be monitored.
Chapter 5 Administering Cisco CallManager Extended Services 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Real-time Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Real-time Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Real-time Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Real-time Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Historical Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Historical Reporting 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.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Historical Reporting 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:///AppAdmin where servername is the Domain Name Service (DNS) name or IP address of your application server.
Chapter 5 Administering Cisco CallManager Extended Services Using Cisco CRA Historical Reporting 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.
C H A P T E R 6 Troubleshooting Cisco CallManager Extended Services This section provides information on troubleshooting error messages for Cisco CallManager Extended Services.
Chapter 6 Clearing Problems with Cisco CallManager Extension Mobility 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” sectio
Chapter 6 Troubleshooting Cisco CallManager Extended Services 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.
Chapter 6 Clearing Problems with Cisco CallManager Extension Mobility Troubleshooting Cisco CallManager Extended Services 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.
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.
Chapter 6 Clearing Problems with Cisco CallManager Extension Mobility Troubleshooting Cisco CallManager Extended Services Cisco CallManager Extended Services Administrator’s Guide 6-6 78-12959-01
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 CallM
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-
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 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 IN
Index Cisco CallManager Extended Services Administrator’s Guide IN-4 78-12959-01
