321 Studios 78-12959-01 User Manual

Cisco CallManager Extended Services Administrator’s Guide

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Cisco CallManager Extended Services Administrator’s Guide

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.

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Cisco CallManager Extended Services Administrator’s Guide

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.

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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

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Cisco documentation and additional literature are available in a CD-ROM package, which ships with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or as an annual subscription.

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Obtaining Documentation

Ordering Documentation

Cisco Systems documentation is available in the following ways:

• Registered Cisco Direct Customers can order Cisco Product documentation

from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

• Registered Cisco.com users can order the Documentation CD-ROM through

the online Subscription Store:

http://www.cisco.com/go/subscription

• Nonregistered CCO users can order documentation through a local account

representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, in North America, by calling 800 553-NETS(6387).

Documentation Feedback

If you are reading Cisco product documentation on the World Wide Web, you can submit technical comments electronically. Click Feedback in the toolbar and select Documentation. After you complete the form, click Submit to send it to Cisco.

You can e-mail your comments to bug-doc@cisco.com.

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.

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Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information and resources at anytime, from anywhere in the world. This highly integrated Internet application is a powerful, easy-to-use tool for doing business with Cisco.

Cisco.com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity. Through Cisco.com, you can find information about Cisco and our networking solutions, services, and programs. In addition, you can resolve technical issues with online technical support, download and test software packages, and order Cisco learning materials and merchandise. Valuable online skill assessment, training, and certification programs are also available.

Customers and partners can self-register on Cisco.com to obtain additional personalized information and services. Registered users can order products, check on the status of an order, access technical support, and view benefits specific to their relationships with Cisco.

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.

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Obtaining Technical Assistance

Contacting TAC by Using the Cisco TAC Website

If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website:

http://www.cisco.com/tac

P3 and P4 level problems are defined as follows:

• P3—Your network performance is degraded. Network functionality is

noticeably impaired, but most business operations continue.

• P4—You need information or assistance on Cisco product capabilities,

product installation, or basic product configuration.

In each of the above cases, use the Cisco TAC website to quickly find answers to your questions.

To register for Cisco.com, go to the following website:

http://www.cisco.com/register/

If you cannot resolve your technical issue by using the TAC online resources, Cisco.com registered users can open a case online by using the TAC Case Open tool at the following website:

http://www.cisco.com/tac/caseopen

Contacting TAC by Telephone

If you have a priority level 1(P1) or priority level 2 (P2) problem, contact TAC by telephone and immediately open a case. To obtain a directory of toll-free numbers for your country, go to the following website:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

P1 and P2 level problems are defined as follows:

• P1—Your production network is down, causing a critical impact to business

operations if service is not restored quickly. No workaround is available.

• P2—Your production network is severely degraded, affecting significant

aspects of your business operations. No workaround is available.

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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

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Chapter 1 Understanding Cisco CallManager Extended Services

Cisco CallManager Extension Mobility Overview

This section provides an introduction to Cisco CallManager Extended Services:

• Cisco CallManager Extension Mobility Overview, page 1-2

• Cisco CallManager AutoAttendant Overview, page 1-4

• Components of Cisco CallManager Extended Services, page 1-6

Cisco CallManager Extension Mobility Overview

The Cisco CallManager Extension Mobility feature allows users within a Cisco CallManager cluster to configure any Cisco IP Phone7960/7940 as their own, temporarily, by logging in to that phone. Once logged in, the phone adopts the user’s personal phone number(s), speed dials, services links and other user-specific properties. After logout, the phone adopts the original user profile.

With Cisco CallManager Extension Mobility, several employees can share office space on a rotational basis instead of having a designated office.This approach is commonly used in work environments such as sales offices and consulting firms where employees do not routinely conduct business in the same place or keep the same hours every day.

Login Service

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Administrators can program the login service, an XML-based authentication service, for a variety of uses, including duration limits on phone configuration and login authorization for particular phones. Programming is done in Cisco CallManager Service Parameters Configuration.

The user interface to the login service is accessed through the Services button on Cisco IP Phone Models 7960 or 7940. The user enters login information in the form of a UserID and a Personal Identification Number (PIN). The Login Application receives the XML-over-HTTP request and verifies the information against the Cisco IP Telephony Directory (see Figure 1-1). The phone is reconfigured automatically with the individual user device profile information.

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Chapter 1 Understanding Cisco CallManager Extended Services

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

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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

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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

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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

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To install Cisco CallManager Extended Services, perform the following steps:

Procedure

Step 1 Start up the Cisco MCS or Cisco certified server and log into Windows 2000.

Step 2 Use a web browser to access the following URL:

http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-31

Click the CallManager Upgrades link.

Step 3 Locate Cisco CallManager Extended Services and download the file:

cm-es.ffr.2-2-1.exe.

Step 4 Double-click on the downloaded file to launch the installer.

Step 5 Click Next at the Welcome to the Cisco CallManager Extended Services

Installation Wizard window.

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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 .

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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.

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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.

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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.

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Step 4 Launch a command window by choosing Start > Run.

Step 5 Enter “cmd” and click OK.

Step 6 Set the directory to

C:\Program Files\wfavvid.

Step 7 If you are upgrading from Cisco CallManager AutoAttendant Release 2.0,

run: “UpgradeAA.bat.”

Note You do not need to reboot after this procedure.

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+ 82 hidden pages

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