Cisco Emergency Responder User guide

Cisco Emergency Responder Administration Guide for Release

12.5(1)SU4

First Published: 2021-02-22

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CONTENTS

Preface xxv

PREFACE

Overview xxv

Audience xxv

Organization xxv

Related Documentation 57

Installation on a New System 57

Install Emergency Responder Publisher 57

Install Emergency Responder Subscriber 62

Emergency Responder Upgrade 63

Configuration 65

PART III

Configure Cisco Unified Communications Manager 67

CHAPTER 3

Configure Cisco Unified Communications Manager Overview 67

Set Up Phone Route Plans 68

Create Phone Partition 68

Create Phone Calling Search Space 68

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Assign Partition and Calling Search Space to Phones 69

Set Up Cisco Unified Communications Manager for Emergency Responder 69

Create Emergency Responder Partition 70

Create Emergency Responder Calling Search Space 70

Create Emergency Call Route Points 71

Create Required CTI Ports 74

Create a Cisco Unified Communications Manager Group for Cisco Emergency Responder 76

Error and System Messages 77

ELIN Numbers Emergency Calls and PSAP Callbacks 78

Create Route Patterns for ERLs 78

Create Translation Patterns for ELINs 79

Create Translation Patterns for 9.911 80

Create Route Points for 9.911 83

Create Alternate Emergency Call Numbers 84

Set Up Calling Search Space for Gateway and PSAP Connection 85

Create Route Patterns for Inter-Cisco Emergency Responder Group Communications 85

Create Route Patterns on Unified CM 87

Create an Inter-Emergency Responder Group Route Pattern 88

Create Emergency Responder Cisco Unified Communications Manager User 88

Configure Cisco Emergency Responder 91

CHAPTER 4

Cisco Emergency Responder Configuration Overview 91

Configuration Overview 91

Website Interfaces 92

Role-Based User Management 92

User Management 92

Role Management 93

User Group Management 97

Upload and Download Utilities 97

Download File 98

Upload File 98

Emergency Responder Configuration 99

Set Up Users and Groups 99

Set Up Switch Connection 100

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Manage Onsite Alerts, ERLs, and ALI Data 101

Set Up Emergency Responder with Intrado V9-1-1 for Enterprise Service 101

Emergency Responder User Management 102

Add Users 102

Modify Users 103

Change User Authentication Mode 103

Change Password for a Local User 103

Change a Unified CM Cluster for a Remote User 104

Delete Users 104

Changing Users to Remote in Bulk 105

Emergency Responder Role Management 106

Add Roles 106

Modify Roles 106

Delete Roles 107

Emergency Responder User Group Management 108

Add User Groups 108

Modify User Groups 109

Delete User Groups 110

Cisco Emergency Responder Credential Policy 110

Log In to Emergency Responder 110

Restrict Maximum Number of Concurrent Sessions 111

Server and Server Group Configuration 112

Set Up a Server Group 113

Set Up Group Telephony Settings for Server 114

Modify the Emergency Number 115

Configure Servers 115

Identify Cisco Unified Communications Manager Clusters 116

Set Up Emergency Responder Cluster and Cluster DB Host 118

Cisco Unified Communications Manager Cluster Changes 119

Work with Emergency Responder Locations 119

ERLs 119

ERL Management 120

Add Onsite Security Personnel 121

ERL Creation 122

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Set Up Default ERL 122

Set Up ERLs for Non-PSAP Deployment 123

Set Up Individual ERL and Automatic Location Information (ALI) 124

Import Several ERLs 125

Convert ALI Data 126

Set Up IP Subnet-based ERLs 127

Set Up Test ERLs 128

Export ERL Information 130

Export ALI Information for Submission to Your Service Provider 131

View Audit Trail for ERL 132

Emergency Responder Switch Configuration 133

Switch Requirements for Emergency Responder 133

Set Up SNMP Connection 133

Set Up SNMPv2 134

Set Up SNMPv3 135

Define Phone Tracking and Switch Update Schedules 136

LAN Switch Identification 137

Identify LAN Switches One at a Time 137

Import a Group of Switches 139

Export Switch Information 140

Manually Run the Switch-Port and Phone Update Process 141

Track Change of Switch IP Address Dynamically 142

Phone Management 143

Switch Port Configuration 143

Set Up Individual Switch Ports 143

Set Up Large Number of Ports 145

Export Switch Port Information 146

Switch-Port Change Reporting for Wired Cisco Unified IP Phones 147

Access Point Configuration and Discovery 148

EnergyWise 149

Cisco EnergyWise Phone User Experience 149

Phone Discovery Scenarios Common to EnergyWise Users 149

Power Save Plus Mode Limitations 150

Identify Unlocated Phones 151

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Manually Define Phones 152

Assign Large Number of Manually Configured Phones to ERLs 154

Export Manually Configured Phone Information 155

Synthetic Phones 156

View Emergency Call History 156

SAML Single Sign-On Overview 157

SAML Single Sign-On Prerequisites 158

SAML Single Sign-On Task Flow 159

Add An IdP User 159

Enable SAML Single Sign-On 160

Disable SAML Single Sign-On 161

Access the Recovery URL 161

Update Server Metadata After a Domain or Hostname Change 162

Manually Provision Server Metadata 162

IPv6 Endpoints Support 163

IPv6 Endpoints Task Flow 164

Prerequisites for Cisco Unified Communications Manager to Track IPv6 Endpoints 164

Prerequisites for Cisco Emergency Responder to Discover IPv6 Switch 165

Set Up SNMPv6 166

Add IPv6 Switch 166

Add IPv6 as Manually Configured Phones 167

IPv6 Endpoint Restrictions 167

Configure Emergency Responder and Intrado V9-1-1 Enterprise Services 169

CHAPTER 5

Emergency Responder and Intrado V9-1-1Enterprise Services Overview 169

Intrado V9-1-1 for Enterprise Service 169

Emergency Call Flow 170

Set Up Support for Intrado V9-1-1 for Enterprise Service 171

Set Up Intrado VUI Settings 171

Set Up Intrado Route Patterns on Emergency Responder 172

Set Up Intrado ERLs 173

Intrado ERL Imports 173

Intrado ERL Information Export 173

Reconcile ALI Discrepancies 174

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ERL Data Migration 174

Migrate Conventional ERL Data to Intrado ERL Data 174

Migrate Intrado ERL Data to Conventional ERL Data 175

Set Up Emergency Responder to Support Off-Premise Users 175

Set Up Emergency Responder Location Management in Cisco Unified Communications Manager

176

Set Up AXL Application User 177

Set Up AXL Authentication 178

Set Up Off-Premise ERL 178

Off-Premise ERL Imports 179

Off-Premise ERL Information Exports 179

Add Scheduled Intrado Updates 179

Update Scheduled Intrado Update 180

Configure Cisco Emergency Responder Serviceability 181

CHAPTER 6

Cisco Emergency Responder Serviceability Configuration Overview 181

Serviceability Tools 181

Use Control Center 182

Use Event Viewer 182

SNMP Configuration 183

Set Up SNMP Community String 183

Set Up SNMP Users 184

Set Up MIB2 185

System Monitor Tools 185

Use CPU and Memory Usage Tool 185

Use Processes Tool 186

Use Disk Usage Tool 187

Use Emergency Responder Logs 187

Configure Cisco Unified Operating System 191

CHAPTER 7

Access Cisco Unified Communications Operating System Administration 191

Recover Administrator and Security Passwords 192

View Cisco Unified OS Information 193

View ServerGroup Information 193

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View Hardware Status 193

View Network Status 194

View Installed Software 194

View System Status 194

View IP Preferences 195

Display and Modify Cisco Unified OS Settings 195

Set Up Ethernet Settings 195

Set Up NTP Servers 196

Set Up SMTP Settings 196

Set Up Time Settings 197

Manage Software Versions 197

Change IP Addresses for Emergency Responder Servers 198

Change IP Address of Emergency Responder Publisher or Standalone Server 198

Change IP Address of Emergency Responder Subscriber 199

Change IP Address of Emergency Responder Publisher and Subscriber 199

Security Management 200

Set Internet Explorer Security Options 200

Certificate Management 200

Display Certificates 200

Download Certificate or CTL to Your Local System 201

Certificate Deletion or Regeneration 201

Certificate or Certificate Trust List Uploads 202

Use Third-Party CA Certificates 203

Set Up Certificate Expiration Monitor 205

Certificate Revocation 205

IPsec Management 206

Display or Change Existing IPsec Policy 206

Set Up IPsec Policy 207

Manage Existing IPsec Policies 207

Software Upgrades 208

Software Upgrade Overview 208

Supported Upgrades 209

Upgrade Cisco Unified Operating System 209

Upgrade File 210

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Install or Upgrade Software From DVD 210

Install Software From Network Drive or Remote Server 211

Troubleshoot Stalled Upgrades 212

Revert to Previous Version 213

Revert Publisher Server to Previous Version 213

Revert Subscriber Server to Previous Version 214

Upload Customized Logon Message 214

Cisco Unified OS Services 215

Ping Another System 215

Set Up Remote Support 216

Branding Customizations Overview 216

Branding Prerequisites 217

Branding Task Flow 217

Enable Branding 217

Disable Branding 218

Branding File Requirements 218

Configure Cisco Emergency Responder Disaster Recovery System 223

CHAPTER 8

Disaster Recovery System Overview 223

Backup and Restore Procedures 224

Perform Backup Procedure 225

Perform Restore Procedure 225

Supported Features and Components 226

System Requirements 226

Access Disaster Recovery System 227

Master Agent Duties and Activation 227

Local Agents 228

Add Backup Devices 228

Create and Edit Backup Schedules 229

Manage Backup Schedules 230

Start Manual Backup 230

Check Backup Status 230

Restore Backup File 231

Restore Entire Server Group 232

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Restore Publisher Server 232

Restore Subscriber Server 233

View Restore Status 234

Backup and Restore History 235

View Backup History 235

View Restore History 235

Trace Files 235

Use the CLI for Backup and Restore 236

Enhanced Location Tracking For Jabber Clients 237

CHAPTER 9

Enhanced Location Tracking for Jabber Clients 237

Enhanced Location Tracking Recommendations Considerations 238

Initial Configurations for Enhanced Location Tracking for Jabber Clients 239

Unified Communications Manager Configurations Task Flow 239

Emergency Responder Configurations Task Flow 240

Configure Access Points in Unified Communications Manager 240

Configure Access Points Through Wireless LAN Controller Synchronization Service 241

Configure Access Points Using Bulk Administration Tool 241

Configure Cisco Jabber on Unified Communications Manager 242

Configure Cisco Jabber Configuration Files in Unified Communications Manager 242

Configure AXL Application User 243

Enable Change Notifications 244

Configure Access Points in Cisco Emergency Responder 244

Set Up SNMP Connection 244

Set Up SNMP Community String 245

Set Up SNMP Users 245

Set Up MIB2 246

Configure AXL Application User for Emergency Responder 246

Assign ERLs 248

Configure AXL Phone Tracking 248

Troubleshooting Enhanced Location Tracking For Jabber Clients 249

Unable to Discover Cisco Jabber or Access Points from Unified Communications Manager 249

Emergency Responder Lost Connection with Unified Communications Manager 250

Major Discovery Shows Message Incorrectly that Phone Tracking is in Progress 250

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Remote Teleworker and Off-Premises User—E911 251

CHAPTER 10

Remote Teleworker and Off-Premises User—E911 Overview 251

Remote Teleworker Emergency Calling Prerequisites 252

Initial Configurations for Setting Up Remote Teleworker Emergency Calling 253

Unified Communications Manager Configurations Task Flow 253

Set Up Application Server in Unified CM 253

Set Up AXL Application User 254

Associate End User to a Device 255

Configure Off-Premises Location Facility 255

Configure a Directory Number 255

Emergency Responder Configurations Task Flow 256

Set Up and Test Intrado Connectivity 256

Set Up an Intrado Route Pattern 257

Set Up AXL Authentication 257

Set Up Off-Premises ERL 258

Configure Default ALI Values for Intrado ERLs 258

Configure IP Subnet 259

Configure Remote Teleworker Emergency Calling For Off-Premises Locations 259

Add New Location 259

Associate Your Location to Your Phone 260

Verify the Remote Teleworker Off-Premises Locations in Emergency Responder 261

Testing Mobile Remote Agent Connected Devices 262

Administration 263

PART IV

Cisco Emergency Responder Admin Utility 265

CHAPTER 11

Cisco Emergency Responder Admin Utility Overview 265

Change Cisco Unified Communications Manager Version 265

Update Emergency Responder Cluster Database Host Details 266

Cisco Emergency Responder User Preparation 269

CHAPTER 12

Cisco Emergency Responder User Preparation Overview 269

Emergency Responder Onsite Alert Personnel Preparations 269

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Emergency Responder ERL Administrator Role 270

Emergency Responder Network Administrator Role 272

Emergency Responder System Administrator Role 273

ALI Formatting Tool 275

CHAPTER 13

ALI Formatting Tool Overview 275

Features 275

File Generation 276

ALI Formatting Tool Interface Capabilities 276

Generate Formatted ALI File 278

Troubleshooting 281

PART V

Troubleshoot Cisco Emergency Responder 283

CHAPTER 14

Troubleshoot Phone-Related Problems 283

Check Unified CM SNMP Settings 283

Unlocated Phones 284

Phones Not Located with SMNPv3 285

IP Subnet Marked as Non-trackable 287

Phone Disappears in Emergency Responder 288

Wrong ERL Used for Shared Line 288

Wireless Endpoints Using Unexpected ERL 288

Troubleshoot Emergency Call Problems 289

Emergency Calls Not Intercepted by Emergency Responder 289

ELIN Not Transmitted to PSAP 290

ELIN Default ERL Used for Calls From Other ERLs 290

Emergency Calls Not Routed to Correct PSAP 290

Emergency Calls Get Busy Signal and Not Routed 291

PSAP Call Back Errors 291

PSAP Cannot Reach Original Emergency Call Extension 292

Onsite Alert Security Personnel Get Callbacks From PSAP 292

Onsite Alert Personnel Not Getting Telephone Alerts 292

Onsite Alert Phone Does Not Ring When Emergency Call Placed 292

Prompts for Phone Alerts Not Getting Played 293

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Onsite Alert Personnel Not Getting Email or Paging Notifications 293

Incorrect Location Information Sent to Onsite Alert Personnel 293

Emergency Call History Problems 294

Emergency Call Information Does Not Appear in Call History 294

Call History Does Not Show Call ELIN and Route Pattern 294

Troubleshoot Licensing 294

License Manager Status Messages 294

Troubleshoot Email Alerts 295

JTAPI Incompatibility Warning 295

JTAPI Route Point Registration Failure Alarm 296

Emergency Call Alert 297

Transition Alert 297

Tracking Failure 297

Failed to Get Provider Alert 298

Failed to Establish Communication with Emergency Responder Phone Tracking Engine 298

Lost Communication with Emergency Responder Phone Tracking Engine 299

Failed to Send Unlocated Phone Details to Remote Emergency Responder Server Group 299

Emergency Call Could Not Be Routed 299

Calling Party Modification Failed 300

Troubleshoot Web Alerts 300

Web Alert Refreshes Every 30 Seconds 300

Troubleshoot Emergency Responder System and Administration Problems 301

Cannot Validate Publisher 301

Troubleshoot Login Problems 301

Cannot Access Emergency Responder Administration Website 301

HTTP Error 500 301

Cisco Unified Operations Manager 302

Troubleshoot Emergency Responder Switch and Port Configuration Problems 302

Phones Do Not Get Discovered 302

Emergency Responder Does Not Show Ports on Switch 302

Some Phones Do Not Appear in Switch Port List 302

Cannot Delete Switch From Emergency Responder Configuration 302

Import or Export of Switch Port Details Fails 303

Import of Some Switch Port Configurations Fail 303

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Phones Moved To and From Various Emergency Responder Groups Incorrectly Display in Switch

Port Details 303

Check Emergency Responder Configuration Using ERL Debug Tool 303

Publisher and Subscriber Server Replacement 304

Replace Faulty Subscriber 304

Replace Faulty Publisher 304

Emergency Responder Admin Utility 304

Use Emergency Responder Admin Utility Tool 304

Set Up Subscriber Database 305

Database and Enterprise Replication Troubleshooting 305

Replication Fails to Start After Subscriber and DNS Installation 306

Troubleshoot Emergency Responder System Problems 306

Emergency Responder Intra-Cluster Call Routing Fails or Phones Not Discovered Correctly 306

Emergency Responder Exits After Starting 306

Emergency Responder Groups in Cluster Screen Does Not Load and Displays a Cannot Connect to

Cluster DB Host Error 307

Troubleshoot Cisco Unified Communications Manager Configuration Problems 307

Emergency Responder Does Not Register with Route Points and CTI Ports 307

Cannot Delete Unified CM From Emergency Responder Configuration 307

Phone Moves Between Clusters 308

Identify Emergency Responder Groups and Servers in Cluster 308

Manage Emergency Responder Server 309

Troubleshoot ALI Data Uploads 309

Fix ALI Data Records 310

NENA 2.0 and 2.1 File Formats 310

NENA 3.0 File Formats 312

Call History Logs 313

Trace and Debug Information 314

Enable Emergency Responder Trace and Debug Information 314

Syslog Enablement 315

Event Messages 315

Performance Management 315

Network Management Systems Integration 315

Cisco Discovery Protocol Support 316

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Emergency Responder Components 316

Collect Information From Syslog 316

Data Backup and Recovery 317

Troubleshooting Data Migration Assistant 317

DMA Backup and Validation Failed 317

DMA Backup Is Successful but Validation Failed 318

Troubleshoot Linux Upgrades 318

No Valid Upgrade Options Found Error Appears on the First Page of Install/Upgrade Menu 318

Incorrect User Name/Password Error Appears on the First Page of the Install/Upgrade Menu 319

Checksum Values Do Not Match After Downloading ISO Image on Emergency Responder Server

319

Upgrade Cancelled and Warning Message Appears Prompting You to Reboot System 319

Troubleshoot SAML Single Sign-On 319

Troubleshoot IOS Switch Upgrades 319

Assigned ERLs Turns to Null After IOS Switch Upgrade in Emergency Responder Server 319

Cisco Emergency Responder Administration Web Interface 321

APPENDIX A

Server Groups in Cluster 322

Group Settings 323

Telephony Settings 328

Server Settings for Emergency ResponderServerGroup 331

License Manager 333

Smart Software Licensing Product Registration 341

Transport Setting 341

Smart Software Licensing Product Re-registration 343

Email Alert Settings 343

Add Subscriber 345

Intrado VUI Settings 345

Onsite Alert Settings 347

Export OnsiteAlert Data 350

Import OnsiteAlert Data 350

Pager and Email Alert Configurations 351

Conventional ERL 353

Add New ERL 355

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ALI Information 360

Export ERL Data 366

Import ERL Data 366

Off-Premises ERL 367

Add New ERL 368

Off-Premise ERL - Secondary Status 371

Find Intrado ERL 371

Default ALI Values 374

Intrado ERL - Secondary Status 375

Intrado Schedule 375

View ALI Discrepancies 377

View ALI Discrepancies for a Specific ELIN 377

ERL Migration Tool 379

SNMP Settings 380

SNMP v2 Settings Page 380

Export SNMPv2 Data 383

Import SNMPv2 Data 383

SNMP v3 Settings Page 384

Import SNMPv3 Data 387

Phone Tracking Schedule 388

Cisco Unified Communications Manager Clusters 390

LAN Switch Details 393

Export LAN Switch 395

Import LAN Switch 396

Run Switch-Port and Phone Update 398

Switch Port Details 398

Export Switch Ports 401

Import Switch Ports 402

Save Switch Port Configuration 403

Upload Switch Port Configuration 404

Access Point Details 405

Access Point Phones 409

Export Access Points 409

Find and List IP Subnets 410

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Configure IP Subnet 412

IP Subnet Phones 413

Export IP Subnets 413

Import IP Subnets 414

Unlocated Phones 415

Export Unlocated Phones 417

Find and List Manually Configured Phone 418

Add New Manual Phone 420

Export Manual Phones 421

Import Manual Phones 422

Find and List Synthetic Phones 423

Add New Synthetic Phone 424

Find and List Users 425

Add User 427

Modify User 428

Change to Remote User 430

Find and List Roles 430

Add Role 432

Modify Role 433

Find and List User Groups 434

Add User Group 435

Modify User Group 436

Credential Policy Page 437

Call History 440

ERL Audit Trail 443

Export PS-ALI Records 445

PS-ALI Converter 446

PS-ALI Records Download 447

ERL Debug Tool 448

ERL Debug Tool Export 449

ALI Formatting Tool 450

File Management Utility 452

Purge Call History 452

SAML Single Sign-On 453

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