321 Studios 78-12959-01 User Manual

Download

Page 1

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.com Tel: 408 526-4000

800 553-NETS (6387)

Fax: 408 526-4100

Customer Order Number: DOC-7812959= Text Part Number: 78-12959-01

Page 2

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.

NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.

IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

AccessPath, AtmDirector, Browse with Me, CCIP, CCSI, CD-PAC, CiscoLink, the Cisco Powere d Network logo, Cisco Systems Networking Academy, the Cisco Systems Networking Academy logo, Fast Step, Follow Me Browsing, FormShare, FrameShare, GigaStack, IGX, Internet Quotient, IP/VC, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, MGX, the Networkers logo, Packet, RateMUX, ScriptBuilder, ScriptShare, SlideCast, SMARTnet, TransPath, Unity, Voice LAN, Wavelength Router, and WebViewer are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, Discover All That’s Possible, and Empowering the Internet Generation, are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Enterprise/Solver, EtherChannel, EtherSwitch, FastHub, FastSwitch, IOS, IP/TV, LightStream, MICA, Network Registrar, PIX, Post-Routing, Pre-Routing, Registrar, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries.

All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0106R)

Cisco CallManager Extended Services Administrator’s Guide

Page 3

Preface ix

Audience ix

Organization x

Audience

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.

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.

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

Page 10

Organization

This guide is organized as follows:

Chapter Title Description

Chapter 1 Understanding

Chapter 2 Installing

Chapter 3 Configuring

Chapter 4 Configuring

Chapter 5 Administering

Chapter 6 Troubleshooting

Cisco CallManager Extended Services

Cisco CallManager Extension Mobility

Cisco CallManager AutoAttendant

Cisco CallManager Extended Services

A general overview of Cisco CallManager Extended Services and the IP Telephony software suite.

Sequenced procedures for the initial installation of Cisco CallManager Extended Services.

Sequenced procedures for the initial configuration of Cisco CallManager Extension Mobility.

Sequenced procedures for the initial configuration of Cisco CallManager AutoAttendant.

Procedures for managing Cisco CallManager Extended Services on an ongoing basis.

Procedures for troubleshooting Cisco CallManager Extended Services and clearing error messages.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 11

Conventions

This document uses the following conventions:

Obtaining Documentation

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

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

xiii

Page 14

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.

xiv

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 15

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.

Obtaining Technical Assistance

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 16

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.

Cisco CallManager Extended Services Administrator’s Guide

xvi

78-12959-01

Page 17

CHAPTER

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

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

1-1

Page 18

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

Cisco CallManager Extended Services Administrator’s Guide

1-2

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.

78-12959-01

Page 19

Chapter 1 Understanding Cisco CallManager Extended Services

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

XML/HTTP

Application

XML/HTTP

Service

Cisco CallManager Extension Mobility Overview

78-12959-01

Cisco IP

Telephony

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.

CHAPTER

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

2-1

Page 26

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:

Chapter 2 Installing Cisco CallManager Extended Services

2-2

• Cisco CallManager 3.1

• Microsoft Windows 2000

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 27

Chapter 2 Installing Cisco CallManager Extended Services

Installing Cisco CallManager Extended Services

Installing CiscoCallManagerExtended 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

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

2-3

Page 28

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:

• CallManager Cisco AA

• Cisco Extension Mobility

Step 7 Click the Next button.

Figure 2-1 Installing Cisco CallManager Extended Services

Chapter 2 Installing Cisco CallManager Extended Services

2-4

Step 8

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 .

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 29

Chapter 2 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 Ye s .

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.

Installing Cisco CallManager Extended Services

78-12959-01

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 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.

Step 17 To reboot, click Ye s when prompted.

Cisco CallManager Extended Services Administrator’s Guide

2-5

Page 30

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 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.

2-6

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 31

CHAPTER

Configuring CiscoCallManager ExtensionMobility

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 CiscoCallManager

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

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

3-1

Page 32

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

Chapter 3 Configuring Cisco CallManager Extension Mobility

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.

Cisco CallManager Extended Services Administrator’s Guide

3-2

78-12959-01

Page 33

Chapter 3 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.

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

Rules for Configuring Cisco CallManager Extension Mobility

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

3-3

Page 34

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.

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.

Chapter 3 Configuring Cisco CallManager Extension Mobility

3-4

• 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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 35

Chapter 3 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. 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.

Rules for Configuring Cisco CallManager Extension Mobility

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

3-5

Page 36

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Procedures for Configuring CiscoCallManager 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

3-6

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 37

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.

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).

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

3-7

Page 38

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Step 7 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

3-8

A new User Information page displays.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 39

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.

Figure 3-2 Enabling Authentication Proxy Rights

78-12959-01

Related Topics:

• Configuring Cisco CallManager Extension Mobility, page 3-1

• Configuring the Cisco CRA Engine, page 3-10

Cisco CallManager Extended Services Administrator’s Guide

3-9

Page 40

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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:

3-10

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,

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 41

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.

78-12959-01

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 Ye s .

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.

Cisco CallManager Extended Services Administrator’s Guide

3-11

Page 42

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Figure 3-4 Adding the Login Application

3-12

Related Topics:

• Creating a New Application User, page 3-7

• Adding the Logout Application, page 3-13

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 43

Chapter 3 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.

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 Selecting the Logout Application

Procedures for Configuring Cisco CallManager Extension Mobility

78-12959-01

Step 5

Click Next.

Cisco CallManager Extended Services Administrator’s Guide

3-13

Page 44

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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 Ye s .

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

3-14

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 45

Chapter 3 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.

Step 3 At the Trigger Name field, enter a trigger (for example, /login).

Tip s Be sure to start your Trigger Name with a backward slash: “/”.

Procedures for Configuring Cisco CallManager Extension Mobility

78-12959-01

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 Ye s (see Figure 3-7).

Cisco CallManager Extended Services Administrator’s Guide

3-15

Page 46

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Figure 3-7 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

3-16

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 47

Chapter 3 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).

Tip s Be sure to start your Trigger name with a backward slash: “/”.

Step 4 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.

Procedures for Configuring Cisco CallManager Extension Mobility

78-12959-01

Figure 3-8 Adding the Logout Application Trigger

Cisco CallManager Extended Services Administrator’s Guide

3-17

Page 48

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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 Ye s .

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

3-18

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 49

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. 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

78-12959-01

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).

Cisco CallManager Extended Services Administrator’s Guide

3-19

Page 50

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Step 5 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).

Caution The URL is case-sensitive. Make sure you enter the exact name you entered

for the Login Application Trigger.

Tip s Always use port 8080.

See Figure 3-9.

Figure 3-9 Adding the Login Service

3-20

Step 6 Click Insert and click Update.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 51

Chapter 3 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.

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).

Procedures for Configuring Cisco CallManager Extension Mobility

78-12959-01

Caution The URL is case-sensitive. Make sure you enter the exact name you entered

for the Logout Application Trigger.

Tip s Always use port 8080.

See Figure 3-10.

Cisco CallManager Extended Services Administrator’s Guide

3-21

Page 52

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Figure 3-10 Adding the Logout Service

3-22

Step 5 Click Insert and click Update.

Related Topics:

• Adding the Login Service, page 3-19

• Setting the Service Parameters, page 3-23

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 53

Chapter 3 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.

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.

Procedures for Configuring Cisco CallManager Extension Mobility

Multi Login Behavior

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

3-23

Page 54

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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

3-24

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 55

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

78-12959-01

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 Tru e 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).

Cisco CallManager Extended Services Administrator’s Guide

3-25

Page 56

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Step 7 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.

• 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.

Step 8 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.

Cisco CallManager Extended Services Administrator’s Guide

3-26

78-12959-01

Page 57

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. See Figure 3-13.

Figure 3-13 Associating a User Device Profile to a User

78-12959-01

Step 5 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.

Note You may view a phone button list at any time by choosing the View button list

link next to the phone button template fields. A separate window pops up, displaying the phone buttons for that particular expansion module.

Step 6 Click Insert.

The Directory Number Configuration page appears.

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

Cisco CallManager Extended Services Administrator’s Guide

3-27

Page 58

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Step 8 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.

Cisco CallManager Extended Services Administrator’s Guide

3-28

78-12959-01

Page 59

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

78-12959-01

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 The first profile checked becomes the default profile.

Step 9 Click Update.

Cisco CallManager Extended Services Administrator’s Guide

3-29

Page 60

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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

3-30

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. Choose the fields you want to use to locate a phone. See the

Cisco CallManager Administration Guide for more information.

Note 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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 61

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.

b. Use a drop-down arrow to select your phone type: Cisco 7960 or Cisco 7940.

c. Click Next.

d. Proceed to Step 4.

Step 4 The Phone Configuration page displays (see Figure 3-15).

Figure 3-15 Configuring a Phone for Cisco CallManager Extension Mobility

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

3-31

Page 62

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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.

Cisco CallManager Extended Services Administrator’s Guide

3-32

78-12959-01

Page 63

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.

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

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

3-33

Page 64

Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for 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.

3-34

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 65

Chapter 3 Configuring Cisco CallManager Extension Mobility

Preparing the User for Cisco CallManager Extension Mobility

Preparing the User for CiscoCallManager 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

78-12959-01

• Logging out of Cisco CallManager Extension Mobility, page 3-37

Cisco CallManager Extended Services Administrator’s Guide

3-35

Page 66

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).

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 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.

3-36

Step 5 Proceed with using the phone.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 67

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).

Step 3 The phone returns to its original user device profile.

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

3-37

Page 68

Preparing the User for Cisco CallManager Extension Mobility

Chapter 3 Configuring Cisco CallManager Extension Mobility

3-38

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 69

CHAPTER

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

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

4-1

Page 70

Chapter 4 Configuring Cisco CallManager AutoAttendant

Configuring Cisco CallManager for Cisco CallManager AutoAttendant

Configuring CiscoCallManager 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:

4-2

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 71

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.

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.

78-12959-01

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).

Cisco CallManager Extended Services Administrator’s Guide

4-3

Page 72

Chapter 4 Configuring Cisco CallManager AutoAttendant

Configuring Cisco CallManager for 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 Line1-clicktoadd.

Step 9 In the Directory Number field, enter the directory number of this CTI port (for

example, 4001).

Note CTI port groups must contain sequential CTI port directory numbers.

Step 10 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.

Cisco CallManager Extended Services Administrator’s Guide

4-4

78-12959-01

Page 73

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.

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.

78-12959-01

• AA_RP

• CTI_Port1

• CTI_Port2

Step 9 Make sure the No Primary Extension radio button is selected.

Step 10 Click Insert.

Cisco CallManager Extended Services Administrator’s Guide

4-5

Page 74

Chapter 4 Configuring Cisco CallManager AutoAttendant

Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

Configuring the CiscoCRA Engine for Cisco CallManager

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

AutoAttendant

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.

4-6

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 75

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.

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

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

4-7

Page 76

Chapter 4 Configuring Cisco CallManager AutoAttendant

Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

Step 3 Use Table 4-1 to fill in the fields.

Table 4-1 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

8404

Directory.

Directory user (DN) The user name (also called the distinguished

name) configured on the directory server for the

cn=Directory Manager,

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. ciscocisco

Base Context The branch of the Cisco IP Telephony Directory

o=cisco.com tree that contains the Cisco configuration information.

Server Type The type of LDAP directory—MS Active

DC Directory Directory, Netscape Directory Server 4.0, or DC Directory.

Configuration Profile Name

The profile name that identifies this engine configuration.

4-8

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 77

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.

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

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

4-9

Page 78

Configuring the Cisco CRA Engine for 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.

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.

Chapter 4 Configuring Cisco CallManager AutoAttendant

Note CTI port groups must contain sequential CTI port directory numbers.

Step 6 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.

Cisco CallManager Extended Services Administrator’s Guide

4-10

78-12959-01

Page 79

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.

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).

78-12959-01

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

service

, the Cisco CallManager AA is functional. You can call into the

running and the subsystems indicate they are in

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.

Cisco CallManager Extended Services Administrator’s Guide

4-11

Page 80

Chapter 4 Configuring 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.

4-12

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 81

Chapter 4 Configuring 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.

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.

Customizing Cisco CallManager AutoAttendant

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

4-13

Page 82

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:

a. Click the Rewind button (left-pointing arrows) or drag the slider back to the

beginning of the recording.

Chapter 4 Configuring Cisco CallManager AutoAttendant

4-14

b. Click the Play button (right-pointing arrow) button.

Step 5 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).

Figure 4-1 Sound Selection Window

33937

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 83

Chapter 4 Configuring 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.

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:

Customizing Cisco CallManager AutoAttendant

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

4-15

Page 84

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.

Chapter 4 Configuring Cisco CallManager AutoAttendant

4-16

Step 6 Confirm that you have identified the appropriate path and file and click Upload.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 85

Chapter 4 Configuring 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.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:

Customizing Cisco CallManager AutoAttendant

78-12959-01

• 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.

Cisco CallManager Extended Services Administrator’s Guide

4-17

Page 86

Customizing Cisco CallManager AutoAttendant

Chapter 4 Configuring Cisco CallManager AutoAttendant

4-18

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 87

Administering CiscoCallManager ExtendedServices

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 CiscoCRA 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.

CHAPTER

78-12959-01

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

Cisco CallManager Extended Services Administrator’s Guide

5-1

Page 88

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.

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

5-2

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 The status may display “Starting” for as long as 10 to 30 seconds.

Step 4 To shut down the application engine, click Stop Engine.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 89

Chapter 5 Administering Cisco CallManager Extended Services

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 Engine Configuration

Field Description

RMI Port Number The port number used by the engine to serve remote

Maximum Number of Executed Steps

Maximum Number of Concurrent Sessions

Managing the Cisco CRA Engine

method invocation (RMI) requests.

Do not change the default value.

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.

Maximum number of concurrent tasks. If a call arrives while all sessions are running, it is delayed until a session is free.

78-12959-01

Step 3 Click Update to save the changes.

Cisco CallManager Extended Services Administrator’s Guide

5-3

Page 90

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

Chapter 5 Administering Cisco CallManager Extended Services

5-4

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 Ta ble 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).

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 91

Chapter 5 Administering Cisco CallManager Extended Services

Table 5-2 Trace file options (continued)

Field or option Description

Number of Trace Files The number of trace files to rotate.

Trace File Size The maximum size (in bytes) of the

Step 3 Click Update to save your changes.

Setting Trace Level Options

Managing the Cisco CRA Engine

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. After the file reaches this size, the system moves to the next file.

78-12959-01

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.

Cisco CallManager Extended Services Administrator’s Guide

5-5

Page 92

Managing the Cisco CRA Engine

Chapter 5 Administering Cisco CallManager Extended Services

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

5-6

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 93

Chapter 5 Administering Cisco CallManager Extended Services

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

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

Managing the Cisco CRA Engine

(ICM) 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.

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

5-7

Page 94

Chapter 5 Administering Cisco CallManager Extended Services

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

5-8

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 95

Chapter 5 Administering Cisco CallManager Extended Services

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.

Using Cisco CRA Real-time Reporting

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).

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

5-9

Page 96

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

Max Concurrent Sessions

Data Collected Since

Running Sessions Number of tasks currently running.

Completed Sessions

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

Handled Rate Percentage of total tasks for an application that have been

Abandoned Rate Percentage of total sessions that were not handled for an

Chapter 5 Administering Cisco CallManager Extended Services

Collected Since”)

Maximum number of tasks that can run at the same time.

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.

Number of tasks completed without problems (exceptions).

unhandled exceptions.

handled. The system designates a task as handled if the application has reached the Session Handled step.

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.

5-10

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

Page 97

Chapter 5 Administering Cisco CallManager Extended Services

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.

Using Cisco CRA Real-time Reporting

78-12959-01

Cisco CallManager Extended Services Administrator’s Guide

5-11

Page 98

Using Cisco CRA Real-time Reporting

Monitoring Activity by Task

To monitor activity by task, select the Tas k A c ti v it y option on the Reporting page.

Table 5-7 summarizes the meaning of each field on this page.

Ta b l e 5 - 7 Ta sk A c ti v it y

Field Description

Task ID The identifier associated with the task started for the

Parent ID Task ID of task that invokes this VRU script (this field is

Media ID Cisco CallManager identifier or the call associated with

Application Name of application or VRU script associated with this

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

Chapter 5 Administering Cisco CallManager Extended Services

application or VRU script.

left blank for an application)

this application.

task. The application name is the name of the application definition (.aef) file.

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.

Cisco CallManager Extended Services Administrator’s Guide

5-12

78-12959-01

Page 99

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.

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.

78-12959-01

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

Cisco CallManager Extended Services Administrator’s Guide

5-13

Page 100

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.

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

5-14

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.

Cisco CallManager Extended Services Administrator’s Guide

78-12959-01

321 Studios 78-12959-01 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Audience

Organization

Related Documentation

Conventions

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Contacting TAC by Using the Cisco TAC Website

Contacting TAC by Telephone

Cisco CallManager Extension Mobility Overview

Login Service

Logout Service

Before You Install

Hardware Requirements

Software Requirements

Managing Device Profiles

Autogenerated Device Profile

User Device Profile

Logging In and Logging Out

Configuration Examples

Scenario 1: All Users have Cisco CallManager Extension Mobility

Scenario 2: Mixed Configuration

Scenario 3: Mixed Configuration

Configuration Rules

Creating a New Application User

Adding the Login Service

Adding the Logout Service

Setting the Service Parameters

Creating the Default Device Profile for a User

Setting up Anonymous Access on IBM-340 platforms

Configuring Directory Information

Adding a CTI Port Group

Configuring Prompts

General Media Configuration

Recording the Welcome Prompt

Configuring the Welcome Prompt

Uploading a Spoken Name

Uploading a Batch of Spoken Names

Changing Engine Configuration

Setting Trace File Options

Configuring the Trace File

Setting Trace Level Options

Viewing Trace Files

Installing the Real-time Reporting Tool

Applying the Real-time Reporting Tool

Viewing Overall Application Engine Activity

Monitoring Activity by Application

Monitoring Activity by Task

Resetting Statistics

Using Cisco CRA Historical Reporting

Printing Reports

Viewing IP IVR Historical Reports