321 Studios 78-12959-01 User manual

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Cisco CallManager

Extended Services

Administrator’s Guide

Customer Order Number: DOC-7812959=

Text Part Number: 78-12959-01

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Cisco CallManager Extended Services Administrator’s Guide

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CONTENTS

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

Contents

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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

Contents

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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

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.

Organization

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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

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 Terminal sessions and information the system displays

are in

screen font.

boldface screen

font

Information you must enter is in boldface screen

font.

Conventions

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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.

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.

Convention Description

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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.

Obtaining Documentation

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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

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San Jose, CA 95134-9883

We appreciate your comments.

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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.

Obtaining Technical Assistance

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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.

CHAPTER

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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

Chapter 1 Understanding Cisco CallManager Extended Services

Cisco CallManager Extension Mobility Overview

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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

JTAPI/

TAPI

Login

Service

Login

Application

CTI

58224

Cisco IP

Telephony

321 Studios 78-12959-01 User manual

321 Studios 78-12959-01 User manual

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