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1. all the installation steps in the Installing Cisco CallManager Extended Services section on page 2 3 all the configuration procedures in the Configuring Cisco CallManager Extension Mobility section on page 3 1 e Try http hostname 8080 Make sure that the embedded web server is running e Check that the port number is 8080 Remember that the default port number is 8080 e Make sure that the URL is correct Remember that the URL is case sensitive Clearing Errors in Cisco CallManager Extension Mobility Use the information in this section to clear problems which have error messages associated with them Unknown Error from Service Action Verify that all the Cisco CallManager services are running Application Authentication Error Action Perform the following tasks 1 Check the UserID and Password of the Extension Mobility user you created in Creating a New Application User page 3 7 2 Verify that you added the UserID and Password correctly in the Adding the Login Application section on page 3 10 and the Adding the Logout Application section on page 3 13 Cisco CallManager Extended Services Administrator s Guide e2 E 78 12959 01 Chapter6 Troubleshooting Cisco CallManager Extended Services Clearing Problems with Cisco CallManager Extension Mobility W Device Does Not Allow Logon Action In the phone configuration page make sure that Enable Extension Mobility Feature i
2. amp Note Itis 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 78 12959 01 nE Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Perform the following procedures to configure Cisco CallManager Extension Mobility A 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 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 Mob
3. Chapter1 Understanding Cisco CallManager Extended Services WE Components of Cisco CallManager Extended Services Cisco CallManager Extended Services Administrator s Guide 78 12959 01 CHAPTER 2 Installing Cisco CallManager Extended Services This section describes how to install Cisco CallManager Extended Services on a Cisco Media Convergence Server Cisco MCS or on a Cisco certified server 1 Before You Install page 2 1 2 Installing Cisco CallManager Extended Services page 2 3 Before You Install Before you begin the installation of Cisco CallManager Extended Services ensure that you have met hardware and software requirements and configured Windows 2000 components Check the Hardware Requirements section on page 2 2 and the Software Requirements section on page 2 2 before you proceed Cisco CallManager Extended Services Administrator s Guide 78 12959 01 g 2n Chapter 2 Installing Cisco CallManager Extended Services HZ 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
4. Managing the Cisco CRA 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 Use the links on the Engine Control page to perform the following operations e Starting and Stopping the Cisco CRA Engine page 5 2 e Changing Engine Configuration page 5 3 e Setting Trace File Options page 5 4 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 nE Chapter5 Administering Cisco CallManager Extended Services W Managing the Cisco CRA Engine Starting and Stopping the Cisco CRA Engine Step 1 Step 2 Step 3 amp 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 Access the Application Administration main menu by entering the following URL in the Location field of your browser http lt servername gt AppAdmin where
5. Setting up Anonymous Access on IBM 340 platforms section on page 3 34 Action The URL of the Login Service may not be configured properly in the LDAP directory Check that the URL is correct See the Adding the Login Application section on page 3 10 System Not Enabled Action The service parameter to enable Cisco CallManager Extension Mobility is set to off Make sure that on the Service Parameters Configuration page the Login Service Enabled field is set to True to enable the user login service See the Setting the Service Parameters section on page 3 23 User Logged in Elsewhere Action The service parameter which controls multiple logins is set to allow login at a single device and a user tries to log in at a second device If the configuration is correct explain the login policy to the user If the configuration is incorrect set the Multi Login Behavior field to multiple logins allowed Refer to Setting the Service Parameters page 3 23 HTTP Error Action You may not have configured the proxy settings properly for Internet Explorer on the Cisco Customer Response Application Cisco CRA Engine Contact your network administrator for information on configuring the proxy settings Cisco CallManager Extended Services Administrator s Guide lt 78 12959 01 _ Chapter 6 Troubleshooting Cisco CallManager Extended Services Clearing Problems with Cisco CallManager Extension Mobility W Clearing Probl
6. The default value is Multiple Logins Not Allowed Step8 Click Update Related Topics e Adding the Login Service page 3 19 e Adding the Logout Service page 3 21 e 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 amp 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 Step1 On the Cisco CallManager Administration page choose Device gt Device Profile The page refreshes to the Find and List Device Profiles Page Step2 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 326 i 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Step 3 Step 4 Step 5 Procedures for Configuring Cisco CallManager Extension Mobility Hil 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 In the Pho
7. Software Requirements 2 2 Installing Cisco CallManager Extended Services 2 3 Downloading and Installing Cisco CallManager Extended Services from the Internet 2 3 Upgrading Cisco CallManager AutoAttendant or Re installing Cisco CallManager Extended Services 2 6 Configuring Cisco CallManager Extension Mobility 3 1 Rules for Configuring Cisco CallManager Extension Mobility 3 1 Managing Device Profiles 3 2 Autogenerated Device Profile 3 2 User Device Profile 3 2 Logging In and Logging Out 3 3 Configuration Examples 3 3 Scenario 1 All Users have Cisco CallManager Extension Mobility 3 3 Scenario 2 Mixed Configuration 3 4 Scenario 3 Mixed Configuration 3 4 Configuration Rules 3 5 Procedures for Configuring Cisco CallManager Extension Mobility 3 6 Creating a New Application User 3 7 Configuring the Cisco CRA Engine 3 10 Adding the Login Application 3 10 Adding the Logout Application 3 13 Adding the Login Application Trigger 3 15 Adding the Logout Application Trigger 3 17 Cisco CallManager Extended Services Administrator s Guide a 78 12959 01 Contents W Configuring Cisco CallManager for Cisco CallManager Extension Mobility 3 19 Adding the Login Service 3 19 Adding the Logout Service 3 21 Setting the Service Parameters 3 23 Creating the Default Device Profile fora User 3 26 Associating a User Device Profile to a User for Cisco CallManager Extension Mobility 3 28 Configuring the Cisco IP Phones for Cisco CallManager
8. gt Programs gt Cisco CallManager 3 1 gt Administration Step2 Select Feature Step3 Use the drop down arrow to select Cisco IP Phone Services Step4 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 78 12959 01 a 319 Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Step5 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 A Caution The URL is case sensitive Make sure you enter the exact name you entered for the Login Application Trigger p Tips Always use port 8080 See Figure 3 9 Figure 3 9 Adding the Login Service System Route Plan Service Feature Device User Application Help Cisco Systems For Cisco IP Telephony Solutions Cisco IP Phone Services Configuration Cisco IP Phone Services Service New lt Add new IP Phone Service gt b Agent status Status Ready e Conference Insert Cancel Changes amp Epage service amp Epage2 Sevice Information amp Epage3 rae Service Name Service Description e IAQ Agent Service Login Extension Mobility Login JustaTest amp Service URL Login amp POCIE ENOR
9. servername AppAdmin 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 gt Programs gt Cisco CRA Administrator gt Application Administration You will be prompted to enter the network username and password At the Cisco Customer Response Setup page click Setup 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant EE Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Step3 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 cn Directory Manager name configured on the directory server for the 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
10. 3 3 e Configuration Rules page 3 5 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 lt Chapter3 Configuring Cisco CallManager Extension Mobility HI 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 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 spec
11. At the User Password and Confirm Password fields enter a password of your choice 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 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Hi Step5 To save your changes and add the user click Insert Step6 From the left pane select Extension Mobility see Figure 3 14 Figure 3 14 Associating a User Device Profile to a User stem Route Plan Service Feature Device User Application Help Cisco Systems For Cisco IP Telephony Solutions User Information Personal Information Back to user list C No Default IF Check All on Page I Check All in Search oer a DefaultProfileFarPhone2 DefaultProfileForPhone2 r8 DefaultProfileForPhones Cc m B DefDevProfForTej DefDevProfForTej C re DefProfForAbid Cc O B DefProfForAppid DefProfForAppid C re DefProfForKathande Cc m B DefProfForLieu C E B DefProfForTest DefProfForTest C O B TestProfile TestProfile C Kg TestProfile1 TestLoginProfile 1 Cc 58555 Step7 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 Step8 Scroll and click on the box next to the default profile to select the appropriate profile amp Note The first
12. MS Active DC Directory Directory Netscape Directory Server 4 0 or DC Directory Configuration Profile The profile name that identifies this engine Name configuration Step4 Click the Initialize profile check box and click OK Step5 At the Install Application Scripts Installation completed prompt click Main Menu Step6 If you want to maintain separate profiles for your directory and repository configurations click the Use a Different Repository Profile check box amp 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 ae D 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Step 7 Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant W 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 Step 1 Step 2 Step 3 Step 4 Step 5 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 a
13. 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 Step 1 Step 2 Step 3 Step 4 Step 5 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 On the Application Administration Main Menu click Media The system displays the Media Subsystem Configuration page Click the Prompts link The system displays the Prompt Configuration page 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 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 When you have provided the wav file and prompt name information click Upload 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant W Customizing Cisco CallManager AutoAttendant Uploading a Spoken Name Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To upload Cisco CallManag
14. ROM through the online Subscription Store http www cisco com go subscription e Nonregistered CCO users can order documentation through a local account representative by calling Cisco corporate headquarters California USA at 408 526 7208 or in North America by calling 800 553 NETS 6387 Documentation Feedback If you are reading Cisco product documentation on the World Wide Web you can submit technical comments electronically Click Feedback in the toolbar and select Documentation After you complete the form click Submit to send it to Cisco You can e mail your comments to bug doc cisco com To submit your comments by mail for your convenience many documents contain a response card behind the front cover Otherwise you can mail your comments to the following address Cisco Systems Inc Document Resource Connection 170 West Tasman Drive San Jose CA 95134 9883 We appreciate your comments Cisco CallManager Extended Services Administrator s Guide Ea 78 12959 01 Obtaining Technical Assistance i Obtaining Technical Assistance Cisco com 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 is the foundation of a suite of interactive networked services tha
15. Services are e The installation of Cisco CallManager Extended Services requires 275MB e 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 e Cisco CallManager 3 1 e Microsoft Windows 2000 Cisco CallManager Extended Services Administrator s Guide 22 E 78 12959 01 Chapter 2 Installing Cisco CallManager Extended Services Installing Cisco CallManager Extended Services Installing Cisco CallManager Extended Services Install Cisco CallManager 3 1 and Windows 2000 before you install Cisco CallManager Extended Services If you do not have Cisco CallManager 3 1 installed first Cisco CallManager Extended Services will abort during its installation 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 Step 1 Step 2 Step 3 Step 4 Step 5 To install Cisco CallManager Extended Services perform the following steps Procedure Start up the Cisco MCS or Cisco certified server and log into Windows 2000 Use a web browser to access the follo
16. 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 Multi Login Behavior At the Multi Login Behavior field select one of the following options e Multiple Logins Allowed A user can log into more than one device at a time e Multiple Logins Not Allowed The second and subsequent login attempts after a user logs in once successfully will fail e Auto Logout When a user logs into a second device they are automatically logged out of the first device e The default value is Multiple Logins Not Allowed Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a 323 Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Step 1 Step 2 Step 3 To set the Service Parameters for Cisco CallManager Extension Mobility perform the following steps Procedure On the Cisco CallManager 3 1 gt Administration page select Service gt Service Parameters The Service Parameters Configuration page displays From the pull down menu select the server address of your Cisco CallManager A new Service
17. existing Cisco CallManager AutoAttendant Cisco CallManager AA perform the following steps Procedure Step1 Select Applications from the application administration main menu Step2 Select the instance of Cisco CallManager AA that you wish to configure and click Next Step3 You can make the following configuration changes e Application Name the name of the application e CTI Route Point the number used to reach this application e Maximum Number of Sessions the maximum number of sessions possible for this application e Enabled whether the application is enabled or not e operExtn the extension of the phone that will be used by the human operator e 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 Ca 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant W 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 e General Media Configuration page 4 13 e Recording the Welcome Prompt page 4 14 e Configuring the Welcome Prompt page 4 15 e Uploading a Spoken Name page 4 16 e Uploading a Batch of Spoken
18. 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 34 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility Hi Configuration Rules To avoid problems deploying Cisco CallManager Extension Mobility be sure to follow these configuration rules e 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 e 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 amp 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
19. name 4 16 User Datagram Protocol UDP 4 13 V voice gateways 1 6 78 12959 01 Cisco CallManager Extended Services Administrator s Guide W index Cisco CallManager Extended Services Administrator s Guide ANa g 78 12959 01
20. profile checked becomes the default profile Step9 Click Update Cisco CallManager Extended Services Administrator s Guide 78 12959 01 329 Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Related Topics e Creating the Default Device Profile for a User page 3 26 e 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 e Configuring the Cisco IP Phone Models 7960 and 7940 page 3 30 e 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 Step 1 On the Cisco CallManager Administration page choose Device gt Phone The Find and List Phones page displays Step2 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 amp 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
21. 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 Start gt Programs gt Cisco CRA Administrator gt Application Administrator The system displays the Application Administration main menu 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 To start the engine click Start Engine This link starts the Windows service Cisco Application Engine Note Step 4 The status may display Starting for as long as 10 to 30 seconds To shut down the application engine click Stop Engine Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter5 Administering Cisco CallManager Extended Services Changing Engine Configuration Managing the Cisco CRA Engine Mi To modify the engine parameters for the profile you have chosen perform the following steps Procedure Step1 Select Engine gt Configure from the Application Administration main menu The system displays the Engine Configuration page Step2 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 me
22. the tree on the left side of the page machine name gt Default Web Site gt LoginService Right click LoginService in the left pane and select Properties Click the Directory Security tab Under Anonymous access and authentication control click the Edit button Make sure that Anonymous access is checked Click Edit for the account used for anonymous access Verify that Allow IIS to control password is checked Click OK Click OK Close Internet Services Manager Cisco CallManager Extended Services Administrator s Guide 334 fs 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Once you have configured the system for Cisco CallManager Extension Mobility provide the phone user with the following information e notification of the feature s availability e the name you have given the login service and logout service for Cisco CallManager Extension Mobility for example login service and logout service e their password UserID and PIN e the URL for the Cisco IP Phone Menu Options web page for the user to change their password and PIN e 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 phon
23. A nttp AppServerlP 8080 login amp LoginNew amp Logout amp Logout International io m amp LogoutNew a w Step6 Click Insert and click Update Cisco CallManager Extended Services Administrator s Guide 320 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Ti Related Topics e Adding the Login Application Trigger page 3 15 e Adding the Logout Service page 3 21 e 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 gt Administration page select Feature Step2 Use the drop down arrow to select Cisco IP Phone Services Step3 At the Service Name field enter a name for the service which will identify it for the user for example Logout Step4 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 A Caution The URL is case sensitive Make sure you enter the exact name you entered for the Logout Application Trigger p Tips Always use port 8080 See Figure 3 10 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a 321 Chapter3 Configuring Cisco CallManager Extens
24. Audio Source ennes x Location k None gt 7 Phone Button and Add on Module Template Information Phone Button Template Default 7960 z View button list em Line 1 1006 ein Line 2 Add new DN 58590 78 12959 01 Cisco CallManager Extended Services Administrator s Guide jg Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility amp At the Phone Configuration page enter the Media Access Control MAC address of the phone Note Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Step 12 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 Fill in the remaining parameters as required Click Insert when you are finished 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 Enter the DN of the phone you are configuring at the Directory Number field Click Insert Click Update You will see a pop up prompt Reset the phone to have the changes take effect Click OK Proceed to the Subscribing to the Cisco CallManager Login Service section on pag
25. C 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 e P3 Your network performance is degraded Network functionality is noticeably impaired but most business operations continue e 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 e P1 Your production network is down causing a critical impact to business operations if service is not restored quickly No workaround is available e b2 Your production network is severely degraded affecting significant aspects of you
26. Cisco CallManager Extended Services Administrator s Guide jg Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Step 8 Step 9 Step 10 Step 11 Step 12 The following prompt appears The Directory Number has been assigned to the current device Click OK to return to the current device Click OK 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 To update services select the service which you added in the Adding the Logout Service section on page 3 21 Click Continue Click Subscribe Related Topics e Adding the Logout Service page 3 21 e 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 Step 1 Step 2 Step 3 Step 4 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 On the Cisco CallManager Administration page choose User gt Add a New User At the Add a New User screen enter the first name for example jean last name for example brody and UserID for example jbrody
27. Cisco Systems 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 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 EXPRES
28. D femapplication Hoteling4ppPassword rw indicates required item Update Delete Cancel 58587 Cisco CallManager Extended Services Administrator s Guide P34 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Ti Related Topics e Adding the Login Application page 3 10 e 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 Step2 Click Add new HTTP Trigger Step3 At the Trigger Name field enter a trigger for example login Tips Be sure to start your Trigger Name with a backward slash Step4 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 and 50 Step 6 At the Enabled field click Yes see Figure 3 7 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a 315 Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Figure 3 7 Adding the Login Application Trigger Application Administration gt Helo Trigger Name ogn
29. Extension Mobility 3 30 Setting up Anonymous Access on IBM 340 platforms 3 34 Preparing the User for Cisco CallManager Extension Mobility 3 35 Logging in to Cisco CallManager Extension Mobility 3 36 Logging out of Cisco CallManager Extension Mobility 3 37 Configuring Cisco CallManager AutoAttendant 4 1 Configuring Cisco CallManager for Cisco CallManager AutoAttendant 4 2 Adding CTI Route Points in Cisco CallManager 4 2 Adding CTI Ports in Cisco CallManager 4 3 Creating a Cisco CallManager User for Cisco CallManager AutoAttendant 4 4 Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant 4 6 Configuring Directory Information 4 6 Configuring the JTAPI Subsystem on the Cisco Customer Response Application Engine 4 9 Adding a CTI Port Group 4 10 Adding a New Cisco CallManager AutoAttendant 4 10 Customizing Cisco CallManager AutoAttendant 4 12 Configuring an Instance of Cisco CallManager AutoAttendant 4 12 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 7 E Contents Configuring Prompts 4 13 General Media Configuration 4 13 Recording the Welcome Prompt 4 14 Configuring the Welcome Prompt 4 15 Uploading a Spoken Name 4 16 Uploading a Batch of Spoken Names 4 17 Administering Cisco CallManager Extended Services 5 1 Managing the Cisco CRA Engine 5 1 Starting and Stopping the Cisco CRA Engine 5 2 Changing Engine Configuration 5 3 Setting Trace File Options 5 4 Configuring the Trace Fi
30. Manager Extended Services Administrator s Guide 78 12959 01 nE Chapter1 Understanding Cisco CallManager Extended Services WE Components of Cisco CallManager Extended Services Components of Cisco CallManager Extended Services The Cisco Customer Response CR Platform provides the components required to run Cisco CallManager Extended Services The Cisco CR platform provides a multimedia voice data Web IP enabled customer care application environment The Cisco CR Platform uses Voice over IP VoIP technology so your telephony network can share resources with your data network Cisco CallManager Extended Services uses four main components of the Cisco Customer Response Platform Gateway Connects the enterprise IP telephony network to the Public Switched Telephone Network PSTN and to other private telephone systems such as Public Branch Exchange PBX Cisco CallManager Server Provides the features required to implement IP phones manage gateways provides failover and redundancy service for the telephony system and directs Voice over IP VoIP traffic to the Cisco Customer Response Application Cisco CRA system Cisco IP Telephony Directory Stores configuration information and Cisco CRA application scripts in a LDAP directory The subdirectory that stores Cisco CRA scripts is called the repository Storing application scripts and configuration information in an LDAP directory allows you to load application scripts on
31. 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 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant W Customizing Cisco CallManager AutoAttendant Recording the Welcome Prompt Step 1 Step 2 Step 3 Step 4 Step 5 You can record prompts for Cisco CallManager AA on any computer using Microsoft Sound Recorder Save the prompt as a wav file in CCITT u law 8kHz 8 bit Mono
32. Parameters Configuration page displays 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 Application Help Cisco Systems For Cisco IP Telephony Solutions Service Parameters Configuration Sa SER current server 172 21 12 66 3 Cisco CTIManager 2 Current Service New 2 Cisco CallManager Status Ready sh Cisco Database Layer Monitor Bre Cisco Extension Mobility Bb Cisco IP Voice Media Insert Streaming App i Cisco MOH Audio Translator Service Not Selected gt 3 Cisco Messaging Interface indicates required item a Cisco RIS Data Collector a Cisco TFTP 3 Cisco Telephony Call Dispatcher 58554 Cisco CallManager Extended Services Administrator s Guide 324 E 78 12959 01 _ Chapter 3 Configuring Cisco CallManager Extension Mobility Step 4 Step 5 Step 6 Procedures for Configuring Cisco CallManager Extension Mobility Hil 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 m Route Plan Service Feature Device User Application Help Cisco SysTEMs For Cisco IP Telephony Solutions Service Parameters Configuration Select Another Server Select Another Service Current Server 172 21 12 66 Current Service Cisco Extensi
33. SED 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 Powered 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 Eth
34. ackets and separated by vertical bars string A nonquoted set of characters Do not use quotation marks around the string or the string will include the quotation marks screen font Terminal sessions and information the system displays are in screen font boldface screen font Information you must enter is in boldface screen font Cisco CallManager Extended Services Administrator s Guide E HZ Conventions Convention Description italic screen font Arguments for which you supply values are in italic screen font A The symbol represents the key labeled Control for example the key combination D in a screen display means hold down the Control key while you press the D key lt gt Nonprinting characters such as passwords are in angle brackets Notes use the following conventions Note Means reader take note Notes contain helpful suggestions or references to material not covered in the publication Timesavers use the following conventions Timesaver Means the described action saves time You can save time by performing the action described in the paragraph Tips use the following conventions p Tips Means the following are useful tips Cautions use the following conventions A Caution Means reader be careful In this situation you might do something that could result in equipment damage or loss of data Cisco CallManager Extended Serv
35. ame for the application in the Application Name field At the Application Parameters Configuration page provide the CTI route point for this Application for example 4000 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 In the OperExtn field enter the extension of the phone that will be used by the human operator and click Update Select Main Menu gt Engine On the Engine page click Start When the Engine status is running and the subsystems indicate they are in service the Cisco CallManager AA is functional You can call into the 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant W Customizing 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 e Configuring an Instance of Cisco CallManager AutoAttendant page 4 12 e Configuring Prompts page 4 13 Configuring an Instance of Cisco CallManager AutoAttendant To configure an
36. any Cisco CRA engine in the network The repository keeps one backup version of each script for recovery purposes You can revert to the previous version if necessary Cisco CRA Server Contains the Cisco CRA Engine that runs Cisco CRA applications Cisco CRA applications comprise a series of steps implemented as Java Beans packaged in jar files Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter1 Understanding Cisco CallManager Extended Services Components of Cisco CallManager Extended Services W Figure 1 3 shows how Cisco CRA integrates with your Cisco IP telephony solution Figure 1 3 shows Cisco CallManager and Cisco CRA systems running on separate servers You can install Cisco CallManager Extended Services co resident on the same server as Cisco CallManager or on a separate server Figure 1 3 Cisco IP Telephony Solution Components Windows 2000 Server Internet Information Server Cisco t paa CallManager lt gt lt gt neg sm A HTTP LDAP JTAPI y Cisco IP Administration Telephony Directory Java Compliant Browser HTTP LDAP RMI Enterprise M database q w Application Server Windows 2000 58221 Internet Information Server For more information about the Cisco CR Platform refer to the Cisco Customer Response Applications Administrator s Guide Cisco CallManager Extended Services Administrator s Guide 78 12959 01 7
37. dant configuring instances 4 12 78 12959 01 Cisco CallManager Extended Services Administrator s Guide W index recording the Welcome prompt 4 14 CTI ports adding in Cisco CallManager 4 3 adding to the application server 4 10 CTI route points adding in Cisco CallManager 4 2 D downloading trace files 5 7 Error codes Cisco CallManager Extension Mobility 6 2 G gateways 1 6 types supported 1 2 installing Cisco CallManager AutoAttendant 2 3 Cisco CallManager Extended Services 2 3 Cisco CallManager Extension Mobility 2 3 real time reporting tool 5 8 J jar files 1 6 JTAPI subsystem configuring 4 9 L LDAP directory 1 6 function defined 1 6 Lightweight Directory Access Protocol 1 6 Media 6 5 media configuration 4 13 monitoring application activity 5 8 P printing reports 5 13 prompts configuring 4 13 recording 4 14 real time reporting tool installing 5 8 E Cisco CallManager Extended Services Administrator s Guide 78 12959 01 starting 5 9 repository profiles 4 7 resetting statistics 5 12 Index W Ww wav files 4 14 Welcome prompt 4 14 S spoken name uploading 4 16 starting real time reporting tool 5 9 starting application engine 5 2 stopping application engine 5 2 welcome prompt configuring 4 15 T trace files downloading 5 7 options 5 4 Troubleshooting 6 1 U UDP 4 13 uploading spoken
38. describes different scenarios using Cisco CallManager Extension Mobility e Scenario 1 All Users have Cisco CallManager Extension Mobility page 3 3 e Scenario 2 Mixed Configuration page 3 4 e Scenario 3 Mixed Configuration page 3 4 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter3 Configuring Cisco CallManager Extension Mobility HI Rules for Configuring Cisco CallManager Extension Mobility Scenario 2 Mixed Configuration amp In this configuration each user has a phone assigned
39. 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 3 30 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Step 3 Step 4 Procedures for Configuring Cisco CallManager Extension Mobility Hi 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 The Phone Configuration page displays see Figure 3 15 Figure 3 15 Configuring a Phone for Cisco CallManager Extension Mobility System Route Plan Service Feature User Application Help Cisco Systems For Cisco IP Telephony Solutions is a Add a new phone Phone Configuration Update Speed Dial buttons Update Services Back to Find List Phones BRR NERS phone SEP003094C297BF Auto 1006 Base Phone Registration Registered with Cisco CallManager 172 21 12 66 IP Address 172 21 13 39 Status Ready copy Update Delete Reset Phone Cancel Changes Device Information MAC Address 003094c297B8F Description auto 1005 S Device Pool Defaut x view details Calling Search Space knne gt x3 Media Resource Group List JeNone gt x User Hold Audio Source JeNone gt Network Hold
40. e 3 32 Subscribing to the Cisco CallManager Login Service Step 1 Step 2 Step 3 To subscribe to the Cisco CallManager Login Service follow these procedures Procedure On the Cisco CallManager Phone Configuration page select Update Services 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 Click Continue E Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Step 4 Step 5 Step 6 Step 7 Step 8 Procedures for Configuring Cisco CallManager Extension Mobility Ti Click Subscribe Close the window 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 Extension Mobility Device Profile Information M Enable Extension Mobility Feature Log Out Profile lt Use Current Device Settings gt Not Selected Paan gaor ID lt Use Current Device Settings gt Log In Time lt Select a User Device Profile gt a Log Out Time lt None gt wo 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 Pr
41. e Figure 3 2 Click Update Figure 3 2 Enabling Authentication Proxy Rights Route Plan S eature User Application Help Cisco SYSTEMS For Cisco IP Telephony Solutions User Information Personal Information Back to user list Assign Profiles For emapplication mobility extension Status Please enter any changes for the current user Find profiles where user Device Profile z Profile Name 7 begins with z Select Profiles No Filter Active 0 available device profile s listed at last search 0 device profile s controlled at last search 0 device profile s selected currently Update Cancel Changes 58417 Related Topics e Configuring Cisco CallManager Extension Mobility page 3 1 e Configuring the Cisco CRA Engine page 3 10 78 12959 01 Cisco CallManager Extended Services Administrator s Guide jg Chapter3 Configuring Cisco CallManager Extension Mobility E 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 Adding the Logout Application page 3 13 Adding the Login Application Trigger page 3 15 FPF N Adding the Logout Application Trigger page 3 17 Adding the Login Application Step 1 Step 2 Step 3 Step 4 Step 5 To add the Login Ap
42. e user to enable them to use the Cisco CallManager Extension Mobility feature e Logging in to Cisco CallManager Extension Mobility page 3 36 e Logging out of Cisco CallManager Extension Mobility page 3 37 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a 335 Chapter3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Logging in to Cisco CallManager Extension Mobility Step 1 Step 2 Step 3 Step 4 To log in to Cisco CallManager Extension Mobility perform the following steps Procedure From a Cisco IP 7960 7940 Phone press the services button From the list of displayed services select the login service defined by your administrator for Cisco CallManager Extension Mobility for example login service The phone prompts you to enter your UserID and Personal Identification Number PIN 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 Step 5 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 Proceed with using the phone Cisco CallManager Extended Services Administrator s Guide 336 78 12959 01 Chapter3 Configuring Ci
43. elephony 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 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 ae D 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant W 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 Step 1 Step 2 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 Connect to the Application Administration web server by using the following URL http
44. ems with Cisco CallManager AutoAttendant This section describes how to clear the following problems that may impact Cisco CallManager AutoAttendant e No Matches for an Existing User page 6 5 e Cisco CallManager AutoAttendant Prompt is Not Found page 6 5 No Matches for an Existing User Symptom A search fails for an existing user in the Cisco CallManager AA Possible Cause The user is not found because the ccndir ini file is missing information or the extension is not valid because the user does not have a primary extension assigned in Cisco CallManager Administration Action 1 Verify that the user has an entry in the Cisco CallManager AA Name dialing field and that the User record has an associated phone and that the primary extension button is selected 2 Verify that the ccndir ini file contains the following lines USERBASE ou Users oO cisco com PROFILEBASE ou profiles ou CCN o cisco com 3 If you migrated the Cisco CallManager from version 2 4 a possible schema issue exists In the LDAP Directory Administration verify that the user s Owner field is in Userid format not full name format Cisco CallManager AutoAttendant Prompt is Not Found Symptom The Cisco CallManager AA prompt is not found Possible Cause Media configuration was not initialized properly Select Media from the main Application Administration page and verify that the prompt directory is listed as c program files cisco wffavvid P
45. enter Yes 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 Click Update 78 12959 01 Cisco CallManager Extended Services Administrator s Guide gy Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Figure 3 4 Adding the Login Application Application Administration b Helin Application Name kogn t lt s sSSCS Application 1D ES i o O O Script Name hotel aef Maximum Number of Sessions 50 Enabled Yes C No HotelingAppUserID emapplication J HotelingAppPassword po indicates required item Update Delete Cancel 58552 Related Topics e Creating a New Application User page 3 7 e Adding the Logout Application page 3 13 Cisco CallManager Extended Services Administrator s Guide Ea 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Ti Adding the Logout Application Step 1 Step 2 Step 3 Step 4 Step 5 To add the Logout Application for Cisco CallManger Extension Mobility perform the following steps Procedure On the Application Administration page click Generic Applications This takes you to the Application page On the Application page click the Add new application li
46. er AutoAttendant Cisco CallManager AA spoken names in your users voices upload the corresponding wav files into the Directory Procedure 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 userld wav where userld is their user name 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 gt Programs gt Cisco IP IVR gt SpokenNameUpload Click the Change button and click OK Click the Browse button to locate the spoken name wav file you would like to upload The Choose file navigation window appears When you have located the appropriate file click Open Confirm that you have identified the appropriate path and file and click Upload Cisco CallManager Extended Services Administrator s Guide Poe 78 12959 01 Chapter4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant W Uploading a Batch of Spoken Names Step 1 Step 2 Step 3 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 Ask users to
47. er a name of your choice for the CTI route point Choose a name that is descriptive Cisco CallManager Extended Services Administrator s Guide P42 E 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Step 6 Step 7 Step 8 Step 9 Step 10 Configuring Cisco CallManager for Cisco CallManager AutoAttendant W In the Device Pool field select the device pool for this CTI route point If no other pool has been created select Default Click Insert In the left pane of the CTI Route Point Configuration window click Line 1 click to add 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 Click Insert and Close Now you need to add CTI ports to Cisco CallManager Adding CTI Ports in Cisco CallManager Step 1 Step 2 Step 3 Step 4 Step 5 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 To add CTI ports in Cisco CallManager perform the following steps Procedure On the Cisco CallManager server choose Start gt Programs gt Cisco CallManager 3 1 gt CallManager Administration You can also connect to the Cisco CallManager web server using any computer on your netw
48. er that something has happened for example maximum number of sessions exceeded e 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter5 Administering Cisco CallManager Extended Services W Managing the Cisco CRA Engine 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 Subsyste
49. erSwitch 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 Copyright 2001 Cisco Systems Inc All rights reserved CONTENTS Preface ix Audience ix Organization x Related Documentation xi Conventions xi Obtaining Documentation xiii World Wide Web xiii Documentation CD ROM xiii Ordering Documentation xiv Documentation Feedback xiv Obtaining Technical Assistance xv Cisco com xv Technical Assistance Center xv Contacting TAC by Using the Cisco TAC Website xvi Contacting TAC by Telephone xvi Understanding Cisco CallManager Extended Services 1 1 Cisco CallManager Extension Mobility Overview 1 2 Login Service 1 2 Logout Service 1 3 Cisco CallManager AutoAttendant Overview 1 4 Components of Cisco CallManager Extended Services 1 6 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a E Contents Installing Cisco CallManager Extended Services 2 1 Before You Install 2 1 Hardware Requirements 2 2
50. ervices Administrator s Guide 78 12959 01 sai Chapter4 Configuring Cisco CallManager AutoAttendant WE Configuring Cisco CallManager for Cisco CallManager AutoAttendant Configuring Cisco CallManager for Cisco CallManager AutoAttendant Before you can use Cisco CallManager AutoAttendant Cisco CallManager AA you must configure Cisco CallManager The following steps illustrate the basic configuration principles and describe a simple configuration to test your installation 1 Adding CTI Route Points in Cisco CallManager page 4 2 2 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 Procedure Step 1 On the Cisco CallManager server choose Start gt Programs gt Cisco CallManager 3 1 gt 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 Step2 Choose Device gt Add a New Device Step3 Use the Device Type drop down arrow to select CTI Route Point Step4 Click Next Step5 In the Device Name field ent
51. es Administrator s Guide Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Step5 Inthe Maximum Number of Sessions field enter the number of concurrent HTTP sessions between and 50 Step 6 At the Enabled field enter Yes Step7 Click Update Step8 Click Return to Main Menu Related Topics e Adding the Login Application Trigger page 3 15 e Configuring Cisco CallManager for Cisco CallManager Extension Mobility page 3 19 Cisco CallManager Extended Services Administrator s Guide P38 i 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Ti 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 Adding the Logout Service page 3 21 Setting the Service Parameters page 3 23 Creating the Default Device Profile for a User page 3 26 ao F w N 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 To add the Login Service for Cisco CallManager Extension Mobility perform the following steps Procedure Step 1 On the Cisco CallManager server choose Start
52. following steps Procedure Access the Application Administration main menu by entering the following URL in the Location field of your browser http lt servername gt 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 Start gt Programs gt Cisco CRA Administrator gt Application Administrator Click the Engine link Click the Configure link on the left side of the web page Make sure the Historical Reporting Status check box is checked 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter5 Administering Cisco CallManager Extended Services HI Using Cisco CRA Historical Reporting Changing Historical Reporting Parameters Step 1 Step 2 Step 3 Step 4 The Cisco CRA Engine generates historical reports on a daily basis The system stores these reports on your Cisco CRA server hard disk To preserve hard disk space you can limit the number of historical reports that your Cisco CRA system stores The default setting is 90 days This means that the system deletes historical reporting files that are more than 90 days old To change this value perform the following steps Procedure Access the Application Administration main menu by entering the following URL in the Location field of your browser http lt servername gt AppAdmin where se
53. 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 Select the following option from the Windows Start menu Programs gt Accessories gt Multimedia gt Sound Recorder Click the Record button red and record your greeting into the microphone Click the Stop button black when you have finished recording To check your greeting a Click the Rewind button left pointing arrows or drag the slider back to the beginning of the recording b Click the Play button right pointing arrow button When you are satisfied with your greeting save the recording a Select File gt 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 Sound Selection 29 x Name untitled 7 Save As Eormat ccitT u Law 7 Attributes 8 000 kHz 8 Bit Mono cancel 5 se Cisco CallManager Extended Services Administrator s Guide Poi E 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Customizing Cisco CallManager AutoAttendant W c Use the Format drop down arrow select CCITT p 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
54. ger AA perform the following steps Procedure On the Cisco CallManager server choose Start gt Programs gt Cisco CallManager 3 1 gt 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 Choose User gt Add a New User Cisco CallManager Extended Services Administrator s Guide Maa E 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Configuring Cisco CallManager for Cisco CallManager AutoAttendant W Step3 In the Add a New User page enter the first name for example JTAPI last name for example User and UserID for example JTAPIUser Step4 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 Step6 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 Step7 Click Associate Devices Step 8 In the User Devices Assign
55. gt Reset Stats on the Reporting page Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter5 Administering Cisco CallManager Extended Services Printing Reports Step 1 Step 2 Step 3 Using Cisco CRA Historical Reporting _ To create a printable version of a report perform the following steps Procedure Choose the Report you want to print from the Reports menu on the Reporting page Choose Tools gt Open Printable The system opens a printable version of the report in a new browser window 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 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 e Viewing IP IVR Historical Reports page 5 14 e Enabling Historical Reporting page 5 15 e Changing Historical Reporting Parameters page 5 16 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter5 Administering Cisco CallManager Extended Services W Using Cisco CRA Historical Re
56. hapter5 Administering Cisco CallManager Extended Services W Using Cisco CRA Real time Reporting Table 5 5 summarizes the meaning of each field on this page Table 5 5 System Totals Field Description Total Sessions Total number of sessions run since the timestamp Data Collected Since Max Concurrent Maximum number of tasks that can run at the same time Sessions Data Collected Time when data collection started The system resets Since 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 Running Sessions Number of tasks currently running Completed Sessions Number of tasks completed without problems exceptions 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 unhandled exceptions Handled Rate Percentage of total tasks for an application that have been handled The system designates a task as handled if the application has reached the Session Handled step Abandoned Rate Percentage of total sessions that were not handled for an application If the Cisco IP Telephony application does not i
57. ices W Using Cisco CRA Real time Reporting Using Cisco CRA Real time Reporting The Cisco IP Telephony system provides a real time reporting utility implemented as a Java applet communicating with the application server through remote method invocation RMI You can use this utility to generate reports on application activity This section covers the following topics e Installing the Real time Reporting Tool page 5 8 e Applying the Real time Reporting Tool page 5 9 Installing the Real time Reporting Tool Step 1 Step 2 Step 3 Step 4 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 Access the Application Administration main menu by entering the following URL in the Location field of your browser http lt servername gt 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 Enter your Cisco CRA administrator name and password and click OK Click Plug in The system displays the Plug ins page Click the Reporting Client link The system displays the Save As dialog box Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter 5 Administering Cisco CallManager Ex
58. ices Administrator s Guide Em 78 12959 01 Obtaining Documentation W Warnings use the following conventions A 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 e http www cisco com e http www china cisco com e http www europe cisco com Documentation CD ROM Cisco documentation and additional literature are available in a CD ROM package which ships with your product The Documentation CD ROM is updated monthly and may be more current than printed documentation The CD ROM package is available as a single unit or as an annual subscription Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a xii HI Obtaining Documentation Ordering Documentation Cisco Systems documentation is available in the following ways e Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace http www cisco com cgi bin order order_root pl e Registered Cisco com users can order the Documentation CD
59. ific 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 P32 E 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility Hi 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
60. ility 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 36 E 78 12959 01 _ Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility W Creating a New Application User Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To create a new application user for Cisco CallManager Extension Mobility perform the following steps Procedure On the Cisco CallManager server choose Start gt Programs gt Cisco CallManager 3 1 gt 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 Choose User gt Add a New User At the Add a New User screen enter the first name for example extension last name for example mobility and UserID for example emapplication At the User Password and Confirm Password fields enter a password of your choice At the PIN field enter a numeric Pe
61. initial Cisco CallManager configuration of AutoAttendant Cisco CallManager AutoAttendant Chapter 5 Administering Procedures for managing Cisco CallManager Cisco CallManager Extended Services Extended Services on an ongoing basis Chapter 6 Troubleshooting Procedures for troubleshooting Cisco CallManager Extended Services Cisco CallManager Extended Services and clearing error messages E Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Related Documentation Related Documentation For information about Cisco CallManager refer to the following documents e Cisco CallManager System Guide e Cisco CallManager Administration Guide For information about Cisco Customer Response Applications refer to the following documents e Getting Started with Cisco Customer Response Applications e Cisco Customer Response Applications Administrator s Guide e Cisco Customer Response Applications Developer s Guide e Cisco Customer Response Applications Troubleshooting Guide Conventions This document uses the following conventions Convention Description boldface font Commands and keywords are in boldface italic font Arguments for which you supply values are in italics Elements in square brackets are optional xlylz Alternative keywords are grouped in braces and separated by vertical bars xlylz Optional alternative keywords are grouped in br
62. ion Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Figure 3 10 Adding the Logout Service System Route Plan S e Feature Device User Application Help Cisco Systems For Cisco IP Telephony Solutions Cisco IP Phone Services Configuration Cisco IP Phone Services Service New lt Add new IP Phone Service gt assent status Status Ready amp Conference Insert Cancel Changes amp Epage service e Epage2 Sevice Information Epages A Service Name Service Description e IAQ Agent Service Logout Extension Mobility Logout PS JustATest amp Service URL Login amp Pegintinternatona http AppServerlP 8080 logout L LoginNew L Logout eS Logout International amp LogoutNew 58588 Step5 Click Insert and click Update Related Topics e Adding the Login Service page 3 19 e Setting the Service Parameters page 3 23 Cisco CallManager Extended Services Administrator s Guide 322 78 12959 01 Chapter3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility W 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
63. k this check box enter the location of your CiscoWorks2000 server If you do not have a CiscoWorks 2000 server on your network do not click the Configure CiscoWorks 2000 Syslog Collector check box At the Ready to Install Cisco CallManager Extended Services window click Next The system takes approximately 10 minutes to install Cisco CallManager Extended Services 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 To reboot click Yes when prompted 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter 2 Installing Cisco CallManager Extended Services W installing Cisco CallManager Extended Services Upgrading Cisco CallManager AutoAttendant or Re installing Cisco CallManager Extended Services Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 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 On the Cisco CallManager server choose Start gt Programs gt Cisco CRA Administrator gt Application Administrator Enter your user name and password and click OK The Application Administration Setup page appear
64. le 5 4 Setting Trace Level Options 5 5 Viewing Trace Files 5 7 Using Cisco CRA Real time Reporting 5 8 Installing the Real time Reporting Tool 5 8 Applying the Real time Reporting Tool 5 9 Viewing Overall Application Engine Activity 5 9 Monitoring Activity by Application 5 11 Monitoring Activity by Task 5 12 Resetting Statistics 5 12 Printing Reports 5 13 Using Cisco CRA Historical Reporting 5 13 Viewing IP IVR Historical Reports 5 14 Enabling Historical Reporting 5 15 Changing Historical Reporting Parameters 5 16 Cisco CallManager Extended Services Administrator s Guide x 78 12959 01 Contents W Troubleshooting Cisco CallManager Extended Services 6 1 Clearing Problems with Cisco CallManager Extension Mobility 6 1 Clearing General Problems 6 2 Clearing Errors in Cisco CallManager Extension Mobility 6 2 Unknown Error from Service 6 2 Application Authentication Error 6 2 Device Does Not Allow Logon 6 3 Device Profile Does Not Exist 6 3 Directory Service Error 6 3 Proxy Not Allowed 6 3 Another User Logged In 6 3 No User Logged In 6 3 Null Name for Device 6 3 Login Server Connection Error 6 4 System Not Enabled 6 4 User Logged in Elsewhere 6 4 HTTP Error 6 4 Clearing Problems with Cisco CallManager AutoAttendant 6 5 No Matches for an Existing User 6 5 Cisco CallManager AutoAttendant Prompt is Not Found 6 5 INDEX Cisco CallManager Extended Services Administrator s Guide 78 12959 01 vi E Contents Cisco CallMa
65. led step the system counts all tasks associated with that application as abandoned Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter5 Administering Cisco CallManager Extended Services W Using Cisco CRA Real time Reporting Monitoring Activity by Task To monitor activity by task select the Task Activity option on the Reporting page Table 5 7 summarizes the meaning of each field on this page Table 5 7 Task Activity Field Description Task ID The identifier associated with the task started for the application or VRU script Parent ID Task ID of task that invokes this VRU script this field is left blank for an application Media ID Cisco CallManager identifier or the call associated with this application Application Name of application or VRU script associated with this task The application name is the name of the application definition aef file 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 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
66. m SS_TEL JTAPI Subsystem Telephony STEP_CALL_CONTROL Call Control Steps STEP_ICD ICD Steps STEP_MEDIA_CONTROL Media Control Steps E Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter 5 Administering Cisco CallManager Extended Services Managing the Cisco CRA Engine Mi 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 ICM Steps 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 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 Chapter5 Administering Cisco CallManager Extended Serv
67. ment Window check the boxes associated with the Device Name fields In order to use the examples provided here check the following items e AA_RP e CTI Portl e CTI_Port2 Step9 Make sure the No Primary Extension radio button is selected Step 10 Click Insert 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant E Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Once you have configured Cisco CallManager for Cisco CallManager AutoAttendant configure the Cisco Customer Response Application Cisco CRA Engine to communicate with Cisco CallManager and the Cisco IP Telephony Directory To do this perform the following procedures 1 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 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 T
68. n Mobility Overview This section provides an introduction to Cisco CallManager Extended Services e Cisco CallManager Extension Mobility Overview page 1 2 e Cisco CallManager AutoAttendant Overview page 1 4 e Components of Cisco CallManager Extended Services page 1 6 Cisco CallManager Extension Mobility Overview The Cisco CallManager Extension Mobility feature allows users within a Cisco CallManager cluster to configure any Cisco IP Phone7960 7940 as their own temporarily by logging in to that phone Once logged in the phone adopts the user s personal phone number s speed dials services links and other user specific properties After logout the phone adopts the original user profile With Cisco CallManager Extension Mobility several employees can share office space on a rotational basis instead of having a designated office This approach is commonly used in work environments such as sales offices and consulting firms where employees do not routinely conduct business in the same place or keep the same hours every day Login Service Administrators can program the login service an XML based authentication service for a variety of uses including duration limits on phone configuration and login authorization for particular phones Programming is done in Cisco CallManager Service Parameters Configuration The user interface to the login service is accessed through the Services button on Cisco IP Phone Models 7960 or 7940 The
69. nager Extended Services Administrator s Guide xin 78 12959 01 Preface The Cisco CallManager Extended Services Administrator s Guide provides instructions for installing configuring and administering Cisco CallManager Extended Services This document will help you to e Understand Cisco CallManager Extended Services and how its applications work e Perform product installation e Perform initial configuration e Perform ongoing administration tasks e Troubleshoot problems with the applications Audience The Cisco CallManager Extended Services Administrator s Guide is written for a server administrator or network administrator who is responsible for implementing Cisco CallManager Extended Services No programming skills are required Cisco CallManager Extended Services Administrator s Guide 78 12959 01 ix W Organization Organization This guide is organized as follows Chapter Title Description Chapter 1 Understanding A general overview of Cisco CallManager Cisco CallManager Extended Extended Services Services and the IP Telephony software suite Chapter 2 Installing Sequenced procedures for the initial Cisco CallManager installation of Cisco CallManager Extended Services Extended Services Chapter 3 Configuring Sequenced procedures for the initial Cisco CallManager configuration of Cisco CallManager Extension Mobility Extension Mobility Chapter 4 Configuring Sequenced procedures for the
70. nclude 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 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter5 Administering Cisco CallManager Extended Services Using Cisco CRA Real time Reporting a 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 Hand
71. nd receive calls from Cisco CallManager To configure the JTAPI Subsystem perform the following steps Procedure At the Application Administration Main Menu click the JTAPI link in the Options column In the CallManager field enter the IP address or DNS name of the Cisco MCS running Cisco CallManager 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 Enter the password you defined for this UserID in the Password field Click Update to enter your changes 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant E Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Adding a CTI Port Group Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 To add a CTI Port Group perform the following steps Procedure On the JTAPI configuration page click the Add new CTI Port Group link On the Add a new CTI Port Group page use the Type drop down arrow to select Applications and click Next On the CTI Port Group Configuration page enter 1 in the Number field 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 In
72. ne 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 m Route Plan Service Feature Device User Application Help Cisco Systems For Cisco IP Telephony Solutions User Device Profile Configuration ee Find List Device Profiles Directory Numbers User Device Profile New Lines can be added after the lt 4 4 Ready Insert Cancel Changes User Device Profile Name festprofle Description ffestloginProfle1 Phone Button Template Default 7960 gt View button list Add On Module 1 Not Selected F View button list Add On Module 2 Not Selected F View button list indicates required item new Device Profile is inserted in the database 58531 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 Step 6 Step 7 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 Click Insert The Directory Number Configuration page appears At the Directory Number field enter the directory number and click Insert 78 12959 01
73. nk In the Application Name field enter any name for the application for example Logout 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 Application Adrninistration gt Helo Application Name ogot i Script Name hotelOut aef or select from the following helper list hotelout aef indicates required item Next Cancel 58553 Click Next 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Step6 Inthe 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 and 50 Step 8 At the Enabled field enter Yes Step9 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 Step10 Click Update Figure 3 6 Adding the Logout Application Application Administration b Heln Application Name kogt s S Application 1D Bo Script Name hotelOut aef Maximum Number of Sessions so Enabled Yes C No strAppI
74. o Application Name Login z Maximum Number of Sessions Enabled indicates required item Update Delete Cancel 58236 Step7 Click Update Step8 Click Return to Main Menu Related Topics e Adding the Logout Application page 3 13 e Adding the Logout Application Trigger page 3 17 Cisco CallManager Extended Services Administrator s Guide P36 i 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Ti 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 Step2 Click Add new HTTP Trigger Step3 At the Trigger Name field enter a trigger for example logout Tips Be sure to start your Trigger name with a backward slash Step4 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 Figure 3 8 Adding the Logout Application Trigger Application Administration gt Helo Trigger Name logout Application Name Logout x Maximum Number of Sessions Enabled indicates required item Update Delete Cancel 58638 78 12959 01 Cisco CallManager Extended Servic
75. ofile 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 The remaining fields show the current device information regarding the login status of the device Log in UserID Log In Time Log Out Time Click Update Related Topics e Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility page 3 30 e Preparing the User for Cisco CallManager Extension Mobility page 3 35 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Setting up Anonymous Access on IBM 340 platforms Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 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 On the Cisco CallManager server choose Start gt Programs gt Administrative Tools gt Internet Services Manager Expand
76. on Mobility H Status Ready Update Cancel Changes Delete Service Advanced Login Service Enabled True 7 True Enforce Maximum Login Time False False Maximum Login Time P Hours Minutes ie cou Multi Login Behavior Multiple Logins Not Allowed a evans cs indicates required item 58418 El click here for More Information 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 At the Enforce Maximum Login Time set True 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 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide jg Chapter3 Configuring Cisco CallManager Extension Mobility E Procedures for Configuring Cisco CallManager Extension Mobility Step7 At the Multi Login Behavior field select one of the following responses e Multiple Logins Allowed A user can log into more than one device at a time e Multiple Logins Not Allowed The second and subsequent login attempts after a user successfully logs in once will fail e Auto Logout After a user logs into a second device he is automatically logged out of the first device
77. ork by using the following URL http servername ccmAdmin where servername is the DNS name or IP address of your Cisco CallManager server Choose Device gt Add a New Device Use the Device Type drop down arrow to select Phone and click Next Use the Phone Type drop down arrow to select CTI Port and click Next In the Device Name field enter a name for the device for example CTI_Port1 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant W Configuring Cisco CallManager for Cisco CallManager AutoAttendant Step 6 Step 7 Step 8 Step 9 Step 10 Use the Device Pool drop down arrow to select the device pool for this CTI port If there is no other pool select Default Click Insert In the left pane of the Phone Configuration window click Line 1 click to add In the Directory Number field enter the directory number of this CTI port for example 4001 amp Note CTI port groups must contain sequential CTI port directory numbers 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 Step 1 Step 2 To create a Cisco CallManager user for Cisco CallManager AutoAttendant Cisco CallMana
78. plication for Cisco CallManager Extension Mobility perform the following steps Procedure Connect to the application server by using the following URL http servername AppAdmin where servername is the DNS name or IP address of your Cisco Customer Response Application Engine Cisco CRA Engine Click Generic Applications The Application page displays On the Application page click Add new application In the Application Name field enter any name for the application for example Login 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 310 i 78 12959 01 _ Chapter 3 Configuring Cisco CallManager Extension Mobility Step 6 Step 7 Step 8 Step 9 Step 10 Step 11 Procedures for Configuring Cisco CallManager Extension Mobility Hil Figure 3 3 Selecting the Login Application Application Administration gt Helo Application Name kogn o Script Name hotel aef or select from the following helper list hotel aef indicates required item Next Cancel 58234 Click Next In the Application ID field enter a unique Application Identifier between 1 and 50 In the Maximum Number of Sessions field enter the number of concurrent HTTP sessions between 1 and 50 At the Enabled field
79. porting Viewing IP IVR Historical Reports Step 1 Step 2 Step 3 Step 4 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 Access the Application Administration main menu by entering the following URL in the Location field of your browser http lt servername gt 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 Start gt Programs gt Cisco CRA Administrator gt Application Administrator On the Application Administration Main Menu page click the Historical Reporting link On the Historical Reporting page click the name of the report you want to download 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 Chapter5 Administering Cisco CallManager Extended Services Using Cisco CRA Historical Reporting _ Enabling Historical Reporting Step 1 Step 2 Step 3 Step 4 To enable historical reporting perform the
80. propriate extensions Figure 1 2 Using Cisco CallManager AA Cisco IP SoftPhone Cisco IP Phone Windows 2000 Server Internet Information Server Cisco CallManager SEK Cisco CallManager AutoAttendant IP Data Network 58225 E Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter1 Understanding Cisco CallManager Extended Services Cisco CallManager AutoAttendant Overview W The Cisco CallManager AA provides the following functionality e Answers a call e Plays a user configurable Welcome prompt e Plays a Main Menu prompt asking the user to perform one of three actions Press 0 for the operator Press 1 to enter an extension number Press 2 to spell by name e Ifthe caller chooses to spell by name option 2 the system compares the letters entered with the names configured to the available extensions Ifone matches the system prompts the user for confirmation of the name and transfers the call to that user s primary extension Ifthere is more than one match the system prompts the user to select the correct extension Ifthere are too many matches the system prompts the user to enter more characters e When the caller has specified the destination the system transfers the call Ifthe line is busy or not in service the system informs the user accordingly and replays the Main Menu prompt Cisco Call
81. r business operations No workaround is available Cisco CallManager Extended Services Administrator s Guide u 78 12959 01 CHAPTER 1 Understanding Cisco CallManager Extended Services Cisco CallManager Extended Services bring valuable IP telephony capabilities to a Cisco CallManager deployment These new extended services significantly differentiate Cisco s IP Telephony solution from features provided with traditional PBX systems Cisco CallManager Extended Services consist of two features Cisco CallManager Extension Mobility and Cisco CallManager AutoAttendant Use this document if you are running Cisco CallManager Extended Services with Cisco CallManager pre 3 3 2 and Cisco Customer Response Application Cisco CRA 2 2 and later Note With Cisco CallManager 3 3 2 and later the Cisco CallManager Extension Mobility application and the Cisco CallManager Extension Mobility service in Cisco CallManager provide the extension mobility functionality The feature no longer requires the Cisco CRA engine If you are using Extension Mobility and AutoAttendant with Cisco CallManager 3 3 2 and later see the Cisco CallManager Features and Services Guide at the following URL http www cisco com univercd cc td doc product voice c_callmg index htm 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter1 Understanding Cisco CallManager Extended Services W Cisco CallManager Extensio
82. race files and syslog files enter the appropriate values in the fields described in Table 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 CiscoMIVRO01 log Cisco CallManager Extended Services Administrator s Guide oa D 78 12959 01 Chapter 5 Administering Cisco CallManager Extended Services Step 3 Managing the Cisco CRA Engine W Table 5 2 Trace file options continued Field or option Description Number of Trace Files The number of trace files to rotate When the last file is reached the trace file re starts from 1 If the engine is restarted tracing is re started in the first file Trace File Size The maximum size in bytes of the trace file After the file reaches this size the system moves to the next file Click Update to save your changes Setting Trace Level Options 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 e Debug most verbose to be used primarily for debugging and troubleshooting e Informational describes the transition state for example system start system stop e Notification notifies the us
83. record their names in the manner prescribed in the Recording the Welcome Prompt section on page 4 14 and to save their files as userld wav where userld is their user name Collect these files in a directory on the Cisco application server computer 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 truelfalse parameter to choose to replace existing spoken names in the Cisco IP telephony directory or not e true replaces any spoken name wav files in the directory with spoken name wav files of the same name e false does not replace spoken name wav files in the directory with spoken name wav files of the same name 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter4 Configuring Cisco CallManager AutoAttendant W Customizing Cisco CallManager AutoAttendant Cisco CallManager Extended Services Administrator s Guide Pais i 78 12959 01 CHAPTER 5 Administering Cisco CallManager Extended Services This section provides information about managing the Cisco CallManager Extended Services after you have configured the services Topics include e Managing the Cisco CRA Engine page 5 1 e Using Cisco CRA Real time Reporting page 5 8 e Using Cisco CRA Historical Reporting page 5 13
84. rompts and that the User Datagram Protocol UDP start port is 16384 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter6 Troubleshooting Cisco CallManager Extended Services W Clearing Problems with Cisco CallManager Extension Mobility Cisco CallManager Extended Services Administrator s Guide lt 78 12959 01 INDEX A application engine 1 6 configuring 5 3 stopping 5 2 applications monitoring 5 8 configuring 3 1 configuring rules 3 1 installing 2 3 overview 1 2 Cisco CRA Engine adding a CTI port group 4 10 changing engine configuration 5 3 Cc Cisco CallManager 1 6 adding CTI ports 4 3 adding CTI route points 4 2 Cisco CallManager AutoAttendant functionality 1 5 installing 2 3 no matches for user 6 5 overview 1 4 problems 6 5 prompt not found 6 5 Cisco CallManager Extended Services 6 1 administering 5 1 before you install 2 1 components 1 6 installing 2 3 Cisco CallManager Extension Mobility configuring for Cisco CallManager AutoAttendant 4 6 configuring for Cisco CallManager Extension Mobility 3 10 configuring the JTAPI subsystem 4 9 starting stopping 5 2 Cisco Customer Response Platform components 1 6 configuration application engine 5 3 CTI ports in Cisco CallManager 4 3 of directory information 4 6 of media 4 13 of the application server 4 6 prompts 4 13 trace file options 5 4 welcome prompt 4 15 configuring Cisco CallManager AutoAtten
85. rsonal Identification Number PIN of your choice Confirm the PIN number To save your changes and add the user click Insert 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter3 Configuring Cisco CallManager Extension Mobility HI Procedures for Configuring Cisco CallManager Extension Mobility Step7 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 System Route Plan Service Feature Device User Application Help Cisco Systems For Cisco IP Telephony Solutions User Information Personal Information Back to user list extension s Application Profiles User extension mobility oek Mil Auto Attendant Status Please enter any changes for the current user s Extension Mobility Update Cancel Changes 30 SoftPhone A new User Information page displays First Name Last Name UserID User Password Confirm Password PIN Confirm PIN Telephone Number Manager extension mobility emapplication e 58551 mi Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter 3 Configuring Cisco CallManager Extension Mobility Step 8 Step 9 Procedures for Configuring Cisco CallManager Extension Mobility Hil Scroll down the User Information page At the Enable Authentication Proxy Rights check box click Enabled se
86. rvername 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 Start gt Programs gt Cisco CRA Administrator gt Application Administrator Click the Engine link Click the Configure link on the left side of the web page In the Number of days to Preserve Historical Report Files field enter your preferred value Cisco CallManager Extended Services Administrator s Guide 78 12959 01 CHAPTER 6 Troubleshooting Cisco CallManager Extended Services This section provides information on troubleshooting error messages for Cisco CallManager Extended Services The following topics are included e Clearing Problems with Cisco CallManager Extension Mobility page 6 1 e Clearing Problems with Cisco CallManager AutoAttendant page 6 5 Clearing Problems with Cisco CallManager Extension Mobility This section provides information for e Clearing General Problems page 6 2 e Clearing Errors in Cisco CallManager Extension Mobility page 6 2 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 mei Chapter6 Troubleshooting Cisco CallManager Extended Services W Clearing Problems with Cisco CallManager Extension Mobility Clearing General Problems Start with these general troubleshooting tips if any problems occur with Cisco CRA applications e Check that you have thoroughly and correctly performed
87. s Click Setup on the Application Administration Setup page The Directory Configuration page appears The necessary fields are pre populated with your directory configuration data Click OK to confirm the directory configuration Launch a command window by choosing Start gt Run Enter cmd and click OK Set the directory to C Program Files wfavvid 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 26 E 78 12959 01 CHAPTER 3 Configuring Cisco CallManager Extension Mobility The following topics describe how to configure Cisco CallManager Extension Mobility e Rules for Configuring Cisco CallManager Extension Mobility page 3 1 e 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 Cisco CallManager 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 e Managing Device Profiles page 3 2 e Logging In and Logging Out page 3 3 e Configuration Examples page
88. s selected See the Subscribing to the Cisco CallManager Login Service section on page 3 32 Device Profile Does Not Exist Action Ensure that there is a Default Device Profile associated with the user See Creating the Default Device Profile for a User section on page 3 26 Directory Service Error Action The LDAP Directory has a problem There may a problem with the DirUser jar file on the server machine Proxy Not Allowed Action Make sure that the Cisco CallManager Extension Mobility user has Authentication Proxy Rights enabled See the Creating a New Application User section on page 3 7 Another User Logged In Action Logout the user by selecting the Logout Service Log back in to allow login access to the second user No User Logged In Action A user is trying to select logout service when no user is logged into the phone A user cannot log out a device which does not have anyone logged in Null Name for Device Action Check that the firmware version of the phone is P00303010013 or later Cisco CallManager Extended Services Administrator s Guide 78 12959 01 a 63 Chapter6 Troubleshooting Cisco CallManager Extended Services HZ Clearing Problems with Cisco CallManager Extension Mobility Login Server Connection Error Action If you are running Cisco CallManager Extension Mobility on an IBM 340 platform check that the system allows anonymous access to the Login Service web site See the
89. sco 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 Step2 From the list of displayed services select the logout service defined by your administrator for Cisco CallManager Extension Mobility for example logout service Step3 The phone returns to its original user device profile Cisco CallManager Extended Services Administrator s Guide 78 12959 01 m Chapter3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Cisco CallManager Extended Services Administrator s Guide 338 78 12959 01 CHAPTER l 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 Cisco CallManager Extended S
90. stall or upgrade the system asks you to confirm that you want to reinstall Step9 Click Yes Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter2 _ Installing Cisco CallManager Extended Services Step 10 Step 11 Step 12 Step 13 Step 14 Step 15 Step 16 Step 17 Installing Cisco CallManager Extended Services Hil 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 Confirm your installation selection by clicking Yes The system displays a message asking where the Cisco CallManager Database is located 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 Click Next 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 clic
91. t provides immediate open access to Cisco information and resources at anytime from anywhere in the world This highly integrated Internet application is a powerful easy to use tool for doing business with Cisco Cisco com provides a broad range of features and services to help customers and partners streamline business processes and improve productivity Through Cisco com you can find information about Cisco and our networking solutions services and programs In addition you can resolve technical issues with online technical support download and test software packages and order Cisco learning materials and merchandise Valuable online skill assessment training and certification programs are also available Customers and partners can self register on Cisco com to obtain additional personalized information and services Registered users can order products check on the status of an order access technical support and view benefits specific to their relationships with Cisco To access Cisco com go to the following website http www cisco com Technical Assistance Center The Cisco Technical Assistance Center TAC website is available to all customers who need technical assistance with a Cisco product or technology that is under warranty or covered by a maintenance contract 78 12959 01 Cisco CallManager Extended Services Administrator s Guide W Obtaining Technical Assistance Contacting TAC by Using the Cisco TA
92. tended Services Step 5 A Using Cisco CRA Real time Reporting a 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 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 e Viewing Overall Application Engine Activity page 5 9 e Monitoring Activity by Application page 5 11 e Monitoring Activity by Task page 5 12 e Resetting Statistics page 5 12 e 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 78 12959 01 Cisco CallManager Extended Services Administrator s Guide C
93. 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 S Note CTI port groups must contain sequential CTI port directory numbers 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 aio 78 12959 01 _ Chapter 4 Configuring Cisco CallManager AutoAttendant Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Step 10 Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant W To add a new Cisco CallManager AutoAttendant perform the following steps Procedure 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 At the Application Administration Main Menu click the Telephony Application link in the Options column Click the Add New Application link on the Application page 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 Enter a n
94. thod invocation RMI requests Maximum Number of Do not change the default value Exec ted Steps 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 Maximum number of concurrent tasks If a call Concurrent Sessions arrives while all sessions are running it is delayed until a session is free Step3 Click Update to save the changes 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter5 Administering Cisco CallManager Extended Services W 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 e Configuring the Trace File page 5 4 e Setting Trace Level Options page 5 5 e Viewing Trace Files page 5 7 Configuring the Trace File To configure the Trace File options perform the following steps Procedure Step1 Select Engine gt Trace Configuration from the Application Administration main menu The system displays the Trace File Options page Step2 To configure t
95. 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 e 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 e If Tom selects his Default Device Profile
96. 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 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 Chapter1 Understanding Cisco CallManager Extended Services Cisco CallManager Extension Mobility Overview W 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 A XML HTTP Login Application xwueirte Login Service y LDAP NG DBL s z JTAPI Cisco IP Enterprise TAPI Telephony database L Directory i CTI Call NI z Processing 8 Cisco CallManager Extended Services Administrator s Guide 78 12959 01 EEN Understanding Cisco CallManager Extended Services W Cisco CallManager AutoAttendant Overview Cisco CallManager AutoAttendant Overview The Cisco CallManager AutoAttendant Cisco CallManager AA illustrated in Figure 1 2 works with Cisco CallManager to receive calls on specific telephone extensions and to allow callers to select ap
97. wing URL http www cisco com cgi bin tablebuild pl callmgr 3 1 Click the CallManager Upgrades link Locate Cisco CallManager Extended Services and download the file cm es ffr 2 2 1 exe Double click on the downloaded file to launch the installer Click Next at the Welcome to the Cisco CallManager Extended Services Installation Wizard window 78 12959 01 Cisco CallManager Extended Services Administrator s Guide Chapter 2 Installing Cisco CallManager Extended Services W 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 e CallManager Cisco AA e Cisco Extension Mobility Step 7 Click the Next button Figure 2 1 Cisco Extended Services Installation Wizard x Cisco AVVID Architecture for Voice Video and Integrated Data Cisco Media Convergence Server MCS QuickBuilder For Quick and Easy Cisco Media Convergence Server Setup Cisco Systems Step 8 Step 11 Installing Cisco CallManager Extended Services Cisco Extended Services Component Selection Please select the components you wish to install I Cisco CallManager 44 J Cisco Extension Mobility 58530 If you are installing a Cisco CallManager application for the first time skip to If you are performing a rein

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