Cisco Unified
Business/Department/Enterprise
Attendant Console - Design Guide
June 6th, 2011
Americas 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: 408 527-0883
Text Part Number: OL-20150-01
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, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT
LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF
DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING,
WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO
OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco Ironport, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Stackpower,
Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flip Video, Flip Video (Design),
Flipshare (Design), Flip Ultra, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Store, and Flip Gift Card are
service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the
Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without
Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study,
IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar,
PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath,
WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or website 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. (0907R)
Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display
output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in
illustrative content is unintentional and coincidental.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
© 2011 Cisco Systems, Inc. All rights reserved.
CONTENTS
Preface
5
Purpose and Audience 5
Usage of this document
General Information
5
6
Cisco Unified Attendant Console Terminology
CUxAC User Accounts
6
7
Cisco Unified Attendant Console Device Provisioning
Queue DDI 8
CT Gateway 8
Service Devices 8
Park Devices 8
System Sizing Tool 8
7
Obtaining Documentation and Submitting a Service Request
Overview of Cisco Unified Attendant Console Architecture
Architecture Overview 1-1
Call Flow 1-2
Call Flow Scenario Diagrams
8
1-1
1-3
CUCM Compatibility 2-1
Calling Search Spaces and Partitions 2-1
"Controlled CTI Devices" and CUCM configuration
CTIManager and Cisco TSP Configuration 2-3
Media Driver options 2-4
TSP Silent Install 2-4
Supported Handsets 2-4
2-3
CUCM/CTI Manager/ Cisco Unified Attendant Console Server Resilience
CTIManager service fails 3-1
If CUCM fails 3-1
Client Handset resets 3-2
Cisco Unified Attendant Console Server resilience 3-2
Directory Contacts and Attendant Busy Lamp Field Limitations
Populating the Directory 4-1
How devices are imported and assigned 4-1
3-1
4-1
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
1
Contents
Scalable Busy Lamp 4-2
Extension Mobility Support 4-3
Shared Line Support 4-6
Amending a Device Name 4-6
Restarting the BLF Plugin 4-8
Using Web Admin 4-8
Stopping via Services 4-8
Example 1. Shared Lines in the Busy Lamp (Device Monitoring) 4-9
Example 2: Shared Line Support CUCM 7.1(2) and lower (Line State only)
Differences for early CUxAC versions 4-12
Version 8.0 (CUBAC/CUDAC/CUEAC) Pre CUCM 7.1(3) 4-13
Version 3.0 (CUEAC only) 4-13
Version 2.0 CUBAC/CUDAC 4-13
Presence 5-1
CUPS Architecture Overview
User Profile 5-2
OCS integration 5-3
4-12
5-1
Unity Voicemail Integration 6-1
Integrating with the Cisco Unified Attendant Console
Transfer to Voicemail Operation 6-2
MOH - Call Arrival Mode (CUBAC/CUEAC) 6-2
6-1
AntiVirus support on an Cisco Unified Attendant Console Server
Exclusions 7-1
Supported Remote Access Applications
7-1
7-2
Other Considerations 8-1
Managing Time of Day Routing 8-1
Forced Delivery 8-1
Codecs 8-1
Bandwidth 8-5
Contact Searching 8-6
Database Synchronisation 8-6
Cisco Unified Attendant Console Client Applications and Shared Lines 8-6
Cisco Unified Attendant Console TCP Ports 8-6
Single Site Topology A-1
Centralised Cisco Unified Attendant Console Server with Local and Remote Clients
Latency A-2
LDAP Field Mappings Phone
A-2
B-1
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2
OL-20150-01
Contents
CTI Route Point
B-3
Directory Number (Line)
Devicenumplanmap
B-4
B-7
Windows registry on Client PCs C-1
Identifying a Registry Security issue C-1
Error message when logging in C-1
Screen is displayed in correctly C-1
Allowing FULL Access to the CUxAC Registry Keys
C-1
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
3
Contents
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4
OL-20150-01
Preface
Purpose and Audience
This document is intended for the following audience:
Those involved in the planning, implementation and System Administration of a Cisco Unified
Attendant Console Solution.
Usage of this document
This document should be used in conjunction with the respective Web administration and operation
guides to assist you in the successful planning and implementation of a Cisco Unified Attendant Console
system. This document assumes basic knowledge of the Cisco Unified Attendant Console system and an
understanding of Cisco Unified Call Manager.
This document will discuss the possible implementation scenarios, taking into account various
topologies and environmental issues.
Abbreviation
Description
CUCM
Cisco Unified Communication
Manager
CUxAC
Cisco Unified Attendant Console
CUBAC
Cisco Unified Business Attendant
Console
CUDAC
Cisco Unified Department
Attendant Console
CUEAC
Cisco Unified Enterprise
Attendant Console
CUPS
Cisco Unified Presence Server
TSP
Telephony Service Provider
Comments
May be used when referring to a common
component or to generalize a practice across
the product range.
Facilitates communications between
CUxAC Server and CUCM
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
5
Preface
General Information
The CUxAC range of products provide 3 differing levels of Attendant Console functionality, based on
both scalability and functionality, however all share the same fundamental backbone and technology.
The solutions all follow a client/server philosophy and use the Cisco TSP to communicate with CUCM
and control the relevant calls.
The following limitations apply to the 3 products:Table 1
Product Limitations of the Cisco Unified Attendant Console Suite
Number of
Attendants
(operators)
Number of Queues
Number of Contacts Supported
CUDAC
10 (2 per department) 5 (1 per department) 750 Contacts
CUBAC
6
3
500 Contacts
CUEAC
25
50
Unlimited Contacts
Please refer to the CUxAC Administration Guide for details of the functionality differences between the
products.
Cisco Unified Attendant Console Terminology
Within this guide and when using the Cisco Unified Attendant Console system there will be references
to various devices with system-recognised names. These devices are refered to throughout this document
as the "Controlled CTI Devices". The table below explains the terminology and the types of devices
used.
Table 2
Cisco Unified Attendant Console Terminlogy
Cisco Unified
Attendant Console
Device Name
CUCM Device Type
Description/Use
CT Gateway Devices
CTI Port
Once a call has reached the Queue DDI, the
Cisco Unified Attendant Console Server
informs the CUCM to move the call to a CT
Gateway device. The CT Gateway is used for
queuing calls in the CUxAC system.
Queue DDI
CTI Route Point
Each Cisco Unified Attendant Console queue
configured has a DDI. Incoming calls to the
Cisco Unified Attendant Console system should
be routed to these DDI devices.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
6
OL-20150-01
Preface
Cisco Unified
Attendant Console
Device Name
CUCM Device Type
Description/Use
Service Devices
CTI Port
The Service Queue devices are used by the
Attendant Console application to hold, transfer
and camp calls on.
Park Devices
CTI Port
The Park devices are used by the attendant
Console to park calls. This Call Park
functionality is separate from the generic
CUCM Call Park.
CUxAC User Accounts
The CUxAC system uses the Cisco TSP to communicate between the CUxAC Server and the CUCM
cluster to which it is registered. In order to function correctly the User profile with which the TSP is
registered must have the correct roles assigned to it that all it perform all of the functions required.
From version 8.0.3 an Application User is required. This has the advantage that these Users are not
synched with AD, and therefore there is no risk of the User being deleted this way, and running the risk
of the CUxAC server shutting down.
All CUxAC versions up to 8.0.1 require an End User to be configured. If the CUCM is synchronised
with an AD source, then the required End User must also be configured in AD, or it will be deleted when
the synch happens.
Note
The new Application User should be created with the same roles as the previous End User had, if
upgrading from a previous version of CUxAC. Creating the User and changing the TSP settings must be
undertaken during an upgrade to 8.0.3 or higher of CUxAC
The User requires the following Roles to be assigned:•
Standard CTI Enabled
•
Standard CTI Allow Call Park Monitoring
•
Standard CTI Allow Calling Number Modification
•
Standard CTI Allow Control of All Devices
•
Standard CTI Allow Reception of SRTP Key Material
•
Standard AXL API Access
Cisco Unified Attendant Console Device Provisioning
When planning the installation of a Cisco Unified Attendant Console system, thought must be put into
calculating the number of "Controlled CTI Devices" to be configured on the CUCM.
The below information will assist in making those decisions
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
7
Preface
Queue DDI
For each DDI/DID that is to be routed into the Cisco Unified Attendant Console Server, a DDI needs to
be configured.
CT Gateway
These devices are used for queuing calls that have not yet been answered. The recommendation is to
allow 1 device for each PSTN line, plus acontingency for other incoming system calls.
Tip
If there is a 30 line PRI coming into the Cisco Unified Attendant Console system, then create 40 Host
PBX Gateway devices.
Service Devices
The Service Devices are used by the Attendant Console to Hold, Transfer and Camp On calls. The
recommendation is 4 - 6 Service Devices are configured per Attendant Console user. These devices are
only used with the Attendant Console.
Park Devices
The Park Devices are used for the Attendants to park calls. It is recommended that 3 Park devices are
configured per Attendant Console user. These devices are only used with the Attendant Console, and
does NOT impact on the standard CUCM Call Park functionality.
System Sizing Tool
To assist in planning your system there is a Unified Communications Sizing Tool (UCST) that can be
found on the folowing web site:http://tools.cisco.com/cucst
Obtaining Documentation and Submitting a Service Request
For information on obtaining documentation, submitting a service request, and gathering additional
information, see the monthly What’s New in Cisco Product Documentation, which also lists all new and
revised Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed
and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free
service and Cisco currently supports RSS Version 2.0.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
8
OL-20150-01
CH APT ER
1
Overview of Cisco Unified Attendant Console
Architecture
Architecture Overview
The diagram below shows the basic elements of an CUxAC system. The server components all reside on
the machine known as the CUxAC Server. The clients connect to the server over port 1859 for all of the
call control communications. Other ports are used for additional elements, and are shown on the
diagram. For a full list of IP ports used by CUxAC, please refer to Appendix 8, “Cisco Unified Attendant
Console TCP Ports”
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
1-1
Chapter 1
Overview of Cisco Unified Attendant Console Architecture
Architecture Overview
Call Flow
The diagram below explains the standard call flow and describes how a call is delivered into CUxAC.
Figure 1-1
The Standard Call Flow within the CUxAC Architecture
In a small system with only a single or 1 additional console, it is a supported option to run one of the
console clients on the Server machine itself. It must be noted, however, that the Attendant using that
option should NOT turn their machine off as this will prevent any routing of calls via the CUxAC system,
resulting in calls potentially being lost unless provision is made under the Resilience option.
It is possible to install multiple CUxAC servers on a single CUCM cluster, but several criteria must be
followed:•
Each server must use a separate TSP User Profile
•
Each TSP must point to a different CTI Manager Service (CUCM Node)
•
Clients may only point to a single CUxAC Server
•
Notwithstanding the number of CUxAC servers running on the cluster, the maximum CTI devices
used must not exceed the Cisco recommended maximums (please refer to the Cisco UC SRND for
details)
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
1-2
OL-20150-01
Chapter 1
Overview of Cisco Unified Attendant Console Architecture
Architecture Overview
•
Allowance MUST be made for other CTI applications who may require CTI resources.
Call Flow Scenario Diagrams
The diagram below outlines the way that calls will flow for a blind transfer through the Cisco Unified
Attendant Console system on a CUCM.
Figure 1-2
The Call Flow for a blind transfer through the CUxAC System on a CUCM
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
1-3
Chapter 1
Overview of Cisco Unified Attendant Console Architecture
Architecture Overview
The diagram below outlines the way that calls will flow for a consultation or announced transfer through
the Cisco Unified Attendant Console system on a CUCM.
Figure 1-3
The Call Flow for a consultation or announced transfer through the CUxAC System
on a CUCM
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
1-4
OL-20150-01
CH APT ER
2
CUCM Compatibility
The Cisco Unified Attendant Console system relies on the CUCM being a fully supported and tested
version.
To confirm that your CUCM version is supported please check the weblink to the Web
Admin/Installation Guides:http://www.cisco.com/en/US/products/ps7282/prod_maintenance_guides_list.html.
Calling Search Spaces and Partitions
Calling Search Spaces (CSS) and Partitions are used within a CUCM system to control the calling
abilities of the of devices in the system. Due to the architecture of the Cisco Unified Attendant Console
system it is essential that incoming calls to a Cisco Unified Attendant Console can be transferred to all
devices that can be envisaged. This will include potential trunk to trunk transfers as well as internal
transfers.
Cisco Unified Attendant Console CTI Route Points and CTI Ports need to have the relevant Calling
Search Space and Partition assigned. It is recommended that a dummy "Template Device" be created
with the relevant CSS and Partition, which will then be used when the required CTI devices are created
automatically by the Cisco Unified Attendant Console Web Admin tool. Additional information
regarding the information that will be copied from the template device are contained in Appendix 4.
If no template device is selected then the devices will be created with attributes other than null or default.
The Client IP Phones do NOT need to have the same Calling Search Space and Partition as the controlled
CTI devices, however it must be ensured that they can receive incoming calls and transfer them to any
required destinations.
The following figure shows examples of different call flows for varying transfer scenarios with different
partition and search space combinations.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
2-1
Chapter 2
Figure 2-1
CUCM Compatibility
Partition and search space examples in transfer scenarios
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2-2
OL-20150-01
Chapter 2
CUCM Compatibility
"Controlled CTI Devices" and CUCM configuration
"Controlled CTI Devices" refers to the group of CTI Route Points and CTI Ports that the Cisco Unified
Attendant Server is configured to utilise.
In order to maintain the integrity and stability of these devices, it is recommended that these devices be
assigned to a dedicated Device Pool. The aim of this is to register these devices on the least used CUCMs
within the cluster, while all IP Phones in the cluster are registered to other Subscriber CUCM(s).
CTIManager and Cisco TSP Configuration
The CTIManager is a service that resides on all CUCM servers, and can be enabled on a server by server
basis. The service is disabled by default. This service provides the CTI information to the Cisco TSP.
In effect, the CTIManager acts as a "TAPI Server" and the Cisco TSP acts as the "TAPI Client". The CTI
information is passed to the Cisco TSP client, which is installed on the CUxAC Server.
The CTI Manager can view the relevant CTI information for devices registered to any node on the
CUCM cluster.
When configuring the Cisco TSP on the Cisco Unified Attendant Console Server, the Primary and
Bakcup CTI Manager should be set to the IP Address of the CUCM(s) with which they will handle
communications. It is recommended to balance the load as best as possible across the cluster and also to
give stability to the CUxAC devices
Note
Please note that it is recommended that the CTI Manager Configuration should be performed using the
IP address of the CTI Manager, NOT the DNS name of the servers. Therefore, the TAPI connectivity is
not reliant on any DNS servers within the network
Figure 2-2
Configuring the Cisco TSP with the IP Address of the CUCM
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
2-3
Chapter 2
CUCM Compatibility
Media Driver options
CUCM 8.0 and above offers two options for media drivers used to activate the CTI ports. As well as the
established Cisco TAPI Wave Driver option, there is now the option of the Cisco New Media Driver.
The Cisco Media Driver offers several advantages:
•
Simplified Installation and Management-Cisco Media Driver configuration can be completed
through the Cisco TSP Installation Wizard. Channel and port settings are consistently and
automatically applied to all configured TSP instances.
•
Performance and Scalability-Cisco Media Driver can scale to support up to 1000 configured ports
with hundreds of simultaneously active media channels
•
Codec Support-Cisco Media Driver supports 8KHz, 16-bit PCM, G.711 a-law, G.711 u-law
natively. Additionally, G.729a can be supported when pass-through mode is enabled.
•
Reliability-Cisco Media Driver runs as an independent process, similar to Windows applications,
providing greater application stability and reliability. Creating and debugging media applications is
now much easier.
It must be noted that only one driver can be used on the CUxAC Server at any one time. It is
recommended that the Media Driver is used for CUxAC.
TSP Silent Install
The CUxAC installation will automatically install the TSP and activate the new media driver by default.
Supported Handsets
Note
Shared lines are not supported for attendant console handsets.
Note
Third party SIP phones can not be supported for attendant console handsets or for line state.
The following phone types are supported as attendant console handsets, or as End Points (display line
state and can receive transferred calls):Attendant Console
Model
Image
SCCP
SIP
3905
SIP
End
Point
SCCP
4
3911
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2-4
OL-20150-01
Chapter 2
CUCM Compatibility
Attendant Console
Model
Image
SCCP
SIP
SIP
SCCP
End
Point
3951
6901
6911
6921
6941
6945
6961
7905
7906
7910
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
2-5
Chapter 2
CUCM Compatibility
Attendant Console
Model
Image
SCCP
SIP
SIP
End
Point
SCCP
7911
7912
1
7920
7925
7925G-EX
7926
7931
3
3
7935
7936
7937
7940
1
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2-6
OL-20150-01
Chapter 2
CUCM Compatibility
Attendant Console
Model
Image
SCCP
SIP
SIP
End
Point
SCCP
7941
7941G-GE
7942
7945
7960
1
7961
7961G-GE
7962
7965
7970
7971
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
2-7
Chapter 2
Attendant Console
Model
Image
SCCP
SIP
SIP
SCCP
CUCM Compatibility
End
Point
7975
7985
8961
3
9951
3
9971
3
7925G
7937G
7942-G
7945G
7965G
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2-8
OL-20150-01
Chapter 2
CUCM Compatibility
Attendant Console
Model
Image
SCCP
SIP
SIP
SCCP
End
Point
8941
8945
IP
Communicator
Cius
= supported,
= unsupported. 1 = Supported for SCCP only, 3 = Support with disable
rollover, 4=No BLF, but ability to receive transfer.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
2-9
Chapter 2
CUCM Compatibility
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
2-10
OL-20150-01
CH APT ER
3
CUCM/CTI Manager/ Cisco Unified Attendant
Console Server Resilience
There are several components of a Cisco Unified Attendant Console solution that can fail with the end
result of halting the system. These are outlined in detail below:
CTIManager service fails
When a primary CTI Manager fails, the Cisco TSP sends the CUxAC Server a message advising that the
phone is suspended and then a line out of service message follows for every phone and line device
opened by the application. This results in the CTI controlled devices and monitored phones being seen
as Out of Service, and the CUxAC Server will shut down within approximately 30 seconds. The Cisco
TSP then try to connect to the configured backup CTI Manager. When a connection to a backup CTI
Manager is established and the device or line is successfully re-opened, the Cisco TSP sends a
PHONESTATE_RESUME or LINEDEVSTATE_INSERVICE message to the CUxAC Server. The
Server will, at this point, be on a cycle of trying to restart itself, and once the CTI manager connection
is resumed the server will start and resume processing calls. If the Cisco TSP is unsuccessful in opening
the device or line for a CTI Port or Route Point, the Cisco TSP closes the device or line by sending the
appropriate PHONE_CLOSE or LINE_CLOSE message to the CUxAC Server.
After the Cisco TSP is connected to the backup CTI Manager, it will not reconnect back to the primary
CTI Manager until the connection is lost between the Cisco TSP and the backup CTI Manager.
Once the CUxAC server stops, and resilience is set up calls will start to be handled by the Backup CTI
Manager, and the clients must switch over to take the calls. You should ensure that the CTI Manager
used by the Subscriber is on a different node to the Publisher. If both servers are using the same CTI
Manager then both will fail at the same time, resulting in many more lost calls that would otherwise
occur.
If CUCM fails
When a CUCM node in a cluster fails on which the CUxAC controlled CTI devices are registered, the
CTI Manager recovers the affected CTI Ports and Route Points by re-opening these devices on another
CUCM node. When the failure is first detected, the Cisco TSP sends a PHONE_STATE
(PHONESTATE_SUSPEND) message to the CUxAC Server. During this failover period, the CTI
Devices controlled by the CUxAC Server will be "out of service" and therefore will be unavailable. No
calls will be able to enter the CUxAC system during the failover period.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
3-1
Chapter 3
CUCM/CTI Manager/ Cisco Unified Attendant Console Server Resilience
If the CTI Manager is also on the failed CUCM Node, then the Cisco TSP on the CUxAC Server will
first change itself to the backup CTI Manager.
When the CTI Port/Route Point is successfully re-opened on another CUCM, the Cisco TSP sends a
phone PHONE_STATE (PHONESTATE_RESUME) message to the Server. If no CUCM is available,
the CTI Manager waits until an appropriate CUCM comes back in service and tries to open the device
again. The lines on the affected device also go out-of-service and in-service with the corresponding
events sent by the Cisco TSP to the CUxAC Server. If, for some reason, the device or lines cannot be
opened, even when all the CUCM nodes come back in service, the devices or lines are closed and Cisco
TSP will send PHONE_CLOSE or LINE_CLOSE message to CUxAC Server.
The CUxAC Server will automatically stop and attempt to restart itself repeatedly until the CTI
functionality has resumed. This process will force the CTI devices back into service; however the client
applications will lose connectivity to the Server as soon as it stops itself. Once the Server is back on-line,
the client applications can reconnect to it and log in.
When a failed CUCM node comes back in service, CTI Manager "re-homes" the affected CTI Ports or
Route Points back to their original CUCM. The re-homing process is graceful in that the re-homing only
starts when calls are no longer being processed or are active on the affected device. For this reason, the
re-homing process may not be done for a long time, especially for Route Points, which can handle many
simultaneous calls.
Client Handset resets
A Cisco handset may reboot for a number of reasons. During this time, the Client application will display
a message stating "Your phone has gone out of service. You will not be able to make or receive calls at
this time". With the Operator, the Phone icon at the bottom of the application will display a red cross to
indicate that the IP Phone is out of service. The message will remain on-screen until the handset is
re-registered. When this has occurred, the icon will revert to its original appearance, and the on screen
message will disappear. The application will now be functional again.
Cisco Unified Attendant Console Server resilience
There is no formal resilience option for the CUxAC server. In the event of a failure of the Server, all the
CTI devices will go out of service and any calls ringing into, or connected on any of those devices will
be disconnected. Any new calls arriving into the system will hear the unavailable tone. In order to ensure
that new calls can be answered a Call_Forward_No_Answer can be set on the CTI Route Points used for
the Queue DDI numbers. These must be set on the CUCM rather than the CUxAC admin, and can be
routed to any desired destination, including a hunt group, VM box etc as desired. Different destinations
can also be used for different queues.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
3-2
OL-20150-01
CH APT ER
4
Directory Contacts and Attendant Busy Lamp Field
Limitations
Populating the Directory
Contacts within the Directory can ONLY be imported from the CUCM, via an LDAP synch. The
contacts that can be imported are created as End Users on the CUCM system. The following information
will be used for the import :•
User ID
•
Last Name
•
Middle Name
•
First Name
•
Telephone Number (will be the main number for the contact)
•
Mail ID
•
Department
Change notification is not supported on the CUCM, which means that every time a synch is requested
the whole data set must be retrieved from the CUCM to the CUxAC server. The data is then matched
within the CUxAC environment and the changes updated into the Directory. The minimum regularity of
synchronizing the data is 1 hour. This is OK with CUDAC and CUBAC, however for the extended
numbers of contacts likely to be on a CUEAC system it is recommended to run this daily, and preferably
outside of business hours.
How devices are imported and assigned
All directory contacts are imported from the CUCM End Users' Directory. The DN assigned to each
contact is imported from the Telephone Number field in the User Profile. This is how the import of the
DN is assigned with a Device Name :1.
Contact is imported from CUCM
2.
Directory Number assigned from telephone Number field
3.
New look up undertaken via AXL based on DN and Partition configured on Directory
Synchronisation web page
4.
All DN's matching the assigned DN are brought across
5.
Devices are the ordered as per the examples given
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-1
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
6.
The top ranked match has it's Device name populated into the CUxAC directory, unless there is an
EM profile seen in the list. In this case the Device Name is left blank (none).
7.
Where contacts have the same DN, they will be assigned the same Device name. If these are shared
lines that are required to use different Device Names then this can be changed manually in the
Contact Details (F12) of the contact on the Attendant Console application. More details are
available in the Shared Line Chapter.
Scalable Busy Lamp
CUxAC Version 3.1 and above provides the scalability to view device and line state information on any
device in the Directory. This is achieved using a separate component, the BLF Plug-In which monitors
devices on request when they are required. This functionality is used across the range of CUxAC
products. This is a change from the functionality of v1 and v2 where the devices required are
permanently associated to the TSP User and the CUxAC server was monitoring the devices all of the
time.
Use of the BLF Plug-In requires an additional role to be associated to the TSP User, namely "Standard
CTI Allow Control of All Devices", which allows all devices to be monitored when required.
The BLF Plug-In keeps devices monitored in a cache which is limited to 2000 devices by default. As the
Attendants search for contacts the devices visible on the screen in the F3 Directory windows will be
opened and monitored for the Device/line state. Once they are opened they will remain monitored and
the state information will be available to the Attendant without the BLF Plug-In having to open them
again. However once the 2000 devices limit is reached the Plug-In will start closing lines to open up new
ones. This means that on CUDAC/CUBAC and small CUEAC systems, once the devices are opened they
will remain monitored continuously.
The Attendants communicate directly with the BLF Plug-In to ascertain Line State. There are three
pieces of information sent to the Plug-In - the contacts Directory Number, the associated Device Name
(if available), and Partition details. If a device with these attributes is already in the cache then the state
will be sent back immediately, however if not then the Plug-In will need to request the device to be
opened and monitored first before ascertaining the state.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-2
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
Figure 4-1
BLF Plugin Architecture
If a contact has no Device Name, technically referred to as a RID or Resource Identifier, or the "Use
device name" option is not checked in the Contact Details of that contact, then the BLF Plug-In must
first ascertain which device to monitor. Firstly an AXL request is sent to the CUCM which includes the
Directory Number and a Partition Identifier only. All instances of that DN will be returned to the BLF
Plug-In with additional information including MAC address, Device name , Partition, Line Index,
Device Profile and an EM (Extension Mobility) Count. This information is used to rank the possible
devices, and the BLF Plug-In will then request the state of the top ranked device. See next section for
details on Extension Mobility Support on 4 - 3.
If a device is changed out for any reason, but is given the same DN, then the new Device Name will NOT
be added during a future synchronisations. In order to affect this change the new Device name should be
added manually via an Attendant Console application (see Amending a Device Name on 4 - 6 section
for details), and once amended the BLF Plug-In will need restarting to affect the change.
It must be noted that Device/Line state information is not available across multiple clusters.
Extension Mobility Support
CUxAC v8.0 and above provides enhanced support for Extension Mobility profiles. It has already been
noted that when contacts are being imported from CUCM to CUxAC, if any of the possible device
resolutions includes an EM profile, then a Device Name will not be populated in the contact details. This
forces the BLF Plug-In to fully resolve the device each time it needs to be checked for line state. In order
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-3
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
to monitor the correct device/profile that BLF Plug-In can be set to prioritise EM profiles if required.
This can be changed via a configuration file of the CUxAC Server machine. The default location would
be C:\Program Files\Cisco\CTI Server\Driver Instance\1\CiscoCUCM_CTI.config . In this file is a
setting named "DRMDynamicDevicePrioritisation" which is set to True by default. This setting will
prioritise EM profile over all other device types when resolving. To turn this off you should change this
to False, save the file, and restart the BLF Plug-In service.
The following examples show the results that would be generated:Disabled (DRMDynamicDevicePrioritisation = FALSE)
•
All matching DN's will be ordered initially (in the absence of Extension Mobility prioritisation) by
Device Profile which will ensure that all physical devices are listed higher than the non physical
ones.
•
All matching DN's will be ordered secondly by Route Partition name, ensuring that devices not in a
route partition will take priority.
•
All matching DN's will be ordered thirdly by Num Plan Index, ensuring we select primary lines, then
secondary, then tertiary. If no primary line exists then the highest order of line will always be
selected first.
•
All matching DN's will be ordered fourthly by Device description
•
All matching DN's will be ordered fifthly by Device name, an alphanumeric sort of the MAC
addresses of the device.
•
Once the lines have been ordered according to the sort algorithm described above, the device at the
top of the list will be used and its RID returned to the consuming application.
•
Where a partition identifier is supplied the selection list will be limited to only those devices where
a partition exists and matches the parameter specified.
Enabled (DRMDynamicDevicePrioritisation = TRUE)
If this setting is enabled then CTI Server will follow the same algorithm as defined above but will
prioritise Remote Device (i.e. EM Devices)
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-4
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
Example 1
Device line configuration
Profile
Type
Device
Name
DN
MAC
Static
device
1000
SEP2222 Martin
22222222 Primary
EM
Profile
1000
EM_2222 Martin
22222222 Secondary
EM
EM
Profile
1000
EM_1111 Martin
11111111 Primary EM
Static
Device
1000
SEP3333 Martin
33333333 Secondary
Softph
one
1000
SEP1111 Martin
11111111 Softphone
Partition Line Index
PartB
PartA
Device
Profile
0 (Primary
Line)
0
1
(Secondary
Line)
1
0 (Primary
Line)
1
1
(secondary
Line)
0
1
(secondary)
1
EMCount
279a22ab-9cb2-42
c9-be81-3f263760
60cc
The following is a list of expected resolution results depending on the information provided and the
configuration settings:
Search Criteria
Result
EmPrioritisation On
DN
Partition
RID
True
1000
EM_111111111111
False
1000
SEP222222222222
True
1000
PartA
SEP333333333333
False
1000
PartA
SEP333333333333
True
1000
PartB
EM_222222222222
False
1000
PartB
EM_222222222222
Example 2
Device line configuration
Profile
Type
Device
Name
Partition Line Index
Device
Profile
DN
MAC
EM
Profile
1000
EM_2222 Fred Remote
22222222
1
(Secondary
Device)
1
Softph
one
1000
SEP1111 Fred
11111111 Softphone
0 (Primary
Device)
0
EMCount
279a22ab-9cb2-42
c9-be81-3f263760
60cc
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-5
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
The following is a list of expected resolution results depending on the information provided and the
configuration settings:
Search Criteria
Result
EmPrioritisation On
DN
Partition
RID
True
1000
EM_222222222222
False
1000
SEP111111111111
Shared Line Support
This section of the document will outline all the issues and caveats around the support of shared lines
within the directory view. Support for shared lines is available in CUxAC versions 3.1 and above, with
caveats. CUxAC version 3.1.1.10 and above provides full support for shared lines using the "Device"
based monitoring logic. This allows the user to see the state of a device, rather than a single line when
looking at the main directory view on screen. This is only available when using CUCM 7.1(3) or higher.
Any version running against CUCM 7.1(2) or lower provides only the state of the desired line, but will
support Shared Lines.
Initially, all contacts are imported into the CUxAC directory from the CUCM End User directory. This
import includes the Telephone Number field for each contact. If this field is blank then the contact will
not be imported. When the contact is imported we will populate both a DN, based on the Telephone
Number field, and a Device Name for that DN. This will most often be in the form of a SEP mac address
i.e SEP0001ABCDEFGH. The Device Name used is based on an algorithm, detailed earlier in this
section, which prioritises in the event that there are multiple appearances of the same DN. Therefore if
two End Users are configured in CUCM with the same Telephone Number, it is likely that they will both
be allocated the same Device Name.
This means that when an operator requires to see the state of either of those contacts the same DN/Device
Name combination will be requested, and they will not necessarily get the correct information for the
contact they are interested in. In order to fix this issue the correct Device Name must be entered into the
system.
Amending a Device Name
This can only be done from the Console application itself, as follows:1.
Select the Contact in the F3 directory window
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-6
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
2.
Press F12 to open their Contact Details.
3.
Select Contact Numbers
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-7
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
4.
In the Device Name field edit the text to reflect the real Device Name of the phone that needs to be
monitored.
5.
Click OK.
6.
This saves the new Device Name into the system
7.
Once the change(s) have been made in this way you must now restart the BLF Plugin. This is the
service that communicates with the CUCM to request the line states. This can be done in 2 ways,
via the Web Admin website, or via the Services console on the CUxAC server itself.
Restarting the BLF Plugin
Using Web Admin
1.
Open up the WebAdmin URL http://{IP Address}/Webadmin/login.aspx and login
2.
Select Engineering > Service Management
3.
Against the Cisco Unified Attendant BLF Plug-in, stop the service by clicking the Red button, and
once it's stopped a green button will appear. Click this to restart the service.
Stopping via Services
This can only be done directly on the CUxAC server machine.
1.
From the Start menu select the Run option.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-8
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
2.
Enter "services.msc" and the services Window will open.
3.
Select BLF Plug-in
4.
Then from the icons, press the
icon to restart the service. This can also be done by right
clicking the mouse on the BLF Plug-in and selecting the Restart option.
Example:Actual Shared Line Examples
Two phones being used
Phone 1
Phone 2
Line 1 = 1001
Line 1 = 1006
Line 2 = 1002
Line 2 = 1001
Line 3 = 8377
Example 1. Shared Lines in the Busy Lamp (Device Monitoring)
The behaviour of the contacts using shared lines depends on the versions of both the CUCM and
CUxAC. The most feature rich combination is CUxAC v3.1.1.10 or above combined with CUxAC 7.1(3)
and above. This provides a device view (Phone Status) for each contact on the main directory (F3)
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-9
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
window of the Attendant Console. This means that no matter which line appearance (shared or not) on
a device is active the attendant will see an Active
icon. An attendant can then drill down into the
device detail via the F2 key. This will open a new form, shown below:-
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-10
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
In this example it is 1001 that is the connected line on the device, which is the shared line, however in
the next example the device is still shown as Active, against the directory contact at 1001, but this time
the actual line that is active is 8377, which is the 3rd line appearance on that particular device :-
While these statuses are shown, there is NO activity shown on any other contacts with DN 1001 which
have different Device Names configured i.e a contact with Phone2 above will not show as active in the
F3 Directory, however they would see activity against 1001 in their F2 view. More details of the various
states are shown in the table below :Device State
Device
Off Hook
Actual
Directory View
F2 View of shared DN
Other
Ringing Out
Actual
Other
Connected
Actual
Other
Hold
Actual
Other
Ringing In
Actual
Other
DND
Actual
(Shows DND
against all individual
lines on the device)
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-11
Chapter 4
Device State
Device
Directory Contacts and Attendant Busy Lamp Field Limitations
Directory View
F2 View of shared DN
Other
Call Forward All*
Actual
Other
* Call Forward All icon is only shown in Directory View if both lines are configured as Primary lines.
The forward icon will show in F2 against the individual forwarded line.
Example 2: Shared Line Support CUCM 7.1(2) and lower (Line State only)
This level of CUCM supports only line state rather than the whole Device State as described above. The
changes can be made to the Device Name in the Console, however each time the Line State is queried
the BLF plug in will only receive information on the applicable line. The display on the main directory
window will reflect the state of that line only, and drilling down via F2 will not provide any further
detail.
The following icons are shown when the line is in the appropriate state:Line State
Line Appearance
On Hook
Active Line
Icon displayed
Shared Line
Off Hook
Active Line
Shared Line
Ringing Out
Active Line
Shared Line
Connected
Active Line
Shared Line
Hold
Active Line
Shared Line
Ringing In
Active Line
Shared Line
Call Forward All
Active Line
Shared Line
Do Not Disturb
Active Line
Shared Line
Differences for early CUxAC versions
In Versions 3.1 and 8.0.0.5 the changes to the BLF to give greater granularity have resulted in two
significant changes for customers upgrading from version 2 of CUBAC/CUDAC:•
Do Not Disturb information, which is against a device is now visible on the directory view as the
attendant makes a search
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-12
OL-20150-01
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
•
Call forward Information is NOT available on a Resource based search so this is not visible on the
directory based on a resource. It will be seen only when the F2 form is used and this will show which
line(s) have a Forward All on. This is the case even if the CFwdALL button on the handset is used,
as this only puts the forward on the Primary Line NOT the device itself.
With reference to a recent customer escalation version 8.x will have a new registry setting available on
the Attendant Console machines to allow them to use the old Line based monitoring solution to regain
the Call Forward information on the directory screen. The details are :•
HKEY_LOCAL_MACHINE\SOFTWARE\Arc Solutions\Call Connect\Operator\Defaults
•
Property:
= "Default BLF to Line State"
•
Type:
= TEXT
•
Default
= No
– No = Device Based
– Yes = Line Based
Version 8.0 (CUBAC/CUDAC/CUEAC) Pre CUCM 7.1(3)
This provides users with a view of the lines states on the directory screen, however this is based on line
state only and NOT device status.
The rules enhanced extension mobility support is also available (as described in the previous section).
Version 3.0 (CUEAC only)
In version 3.0 of CUEAC no Line State was shown on the directory screen. In order to invoke the Line
State, an Attendant searches and selects a contact, and then presses F2 to view the Line state. The
information given at this point is the state of the LINE assigned to that contact.
Version 2.0 CUBAC/CUDAC
These older versions functioned in a different manner to the v3 releases, in that all DN's within the
Contact Directory are associated to the End User. This allows them to be permanently monitored by the
Cisco Unified Attendant Console server. The maximum number of devices that can be monitored by
either application is 750 in CUDAC, as this is the maximum size of the directory. The devices are
automatically associated to the End User profile as the devices are imported from the CUCM.
The following table summaries these discrepancies.
Version
1.1.2.27
2.0.1.14
3.0.1.4
3.1.1.10
8.0.0.5
8.0.3
8.5.1
8.6.1
CUCM
CUBAC/
CUDAC
CUBAC/
CUDAC
CUEAC
All
All
All
All
All
4.3
X
X
5.1
X
X
6
X
X
X
X
6.1a
X
X
X
X
6.1.2
X
X
X
X
X
X
6.1.3
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
4-13
Chapter 4
Directory Contacts and Attendant Busy Lamp Field Limitations
Version
CUCM
1.1.2.27
2.0.1.14
3.0.1.4
3.1.1.10
8.0.0.5
8.0.3
8.5.1
8.6.1
CUBAC/
CUDAC
CUBAC/
CUDAC
CUEAC
All
All
All
All
All
X
X
X
X
X
6.1.4
6.1.5
7
X
X
X
X
X
7.1
X
X
X
X
X
7.1(2)
X
X
X
7.1(3)
X
X
X
7.1(5)
8.0.1
X
X
X
X
8.0.2
X
X
X
X
8.0.3
X
X
X
X
8.5
X
X
X
X
8.6.1
X
Legend
Line Based only
Application is Device Based, but CUCM only
supports Line information
Full Device Based functionality available
Full Device based, but F3 does not show Call
Forwarding information
X
Full supported version
X
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
4-14
OL-20150-01
CH APT ER
5
Presence
Release 8.0.3 introduces support for Microsoft OCS integration, in addition to Cisco CUPS as a presence
source.
CUPS Architecture Overview
Cisco Unified Attendant Console provides a server based solution to communicate with the CUPS
Figure 5-1
CUxAC integration with CUPS
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
5-1
Chapter 5
Presence
The CUPS plug-in will connect directly to the Cisco CUPS Server using SIP SIMPLE protocol
extensions.
The Cisco Unified Attendant Console will connect directly to the CUPS plug-in to manage presence
status procurement.
A pre-requisite for running the CUPS plug-in will be using Microsoft .Net framework 2 Service Pack 1
or higher. This will be automatically installed via the CUxAc installation if not already present.
User Profile
In order for the CUPS plug-in to communicate and receive presence information a correctly configured
User Profile must be created on the CUCM.
The CUPS plug-in must be manually configured using the Cisco Unified Attendant Console Web Admin
tool. Browse to System>CUPS Connectivity page and enter the details of the Cisco CUPS Server and
the Username/password of the user that allows the connection to be made.
Figure 5-2
CUPS Connectivity within the CUxAC Web Admin
The configuration of the Cisco Unified Attendant Console CUPS server will be stored in an XML
formatted file with the same name as the Cisco Unified Attendant Console CUPS server executable and
with a .config extension i.e. "Cisco Presence Server Plug-in.exe.config". The Cisco Unified Attendant
Console Cups Server needs to be able to communicate with the Cisco CUPS Server and also with all the
Attendant clients.
The important properties needed for this communication are:XML Property
Default Value
Description
CupsIP
<BLANK>
IP Address of the Cisco Unified Presence Server
CupsTCPPort
5060
Port number of the Cisco Unified Presence Server
when not using TLS (Transport Layer Security)
Proxy Domain
<BLANK>
sipLocalIP
localhost
This setting specifies the IP address to where the
Cisco Unified Presence Server will send replies to. It
defines the domain for the SIP UserAgent.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
5-2
OL-20150-01
Chapter 5
Presence
XML Property
Default Value
Description
ServerIP
<BLANK>
The server IP address for the socket to listen on for
client connections - most servers contain multiple
network cards and this setting allows for a particular
network to be specified.
TcpPort
1863
The server Port number to listen on for client
connections.
MaxPooledThreads
5
The incoming client requests are processed in a
multi-thread environment. Hence, five client requests
can be processed simultaneously. A higher number of
simultaneous requests will cause requests to be
queued. Under heavy loads, this setting can increase
the number of threads in the threadpool to process
requests thus reducing the number of requests that are
queued. Increasing this value increases resources
required by the threadpool.
OCS integration
The operator will now link with Microsoft Office Communicator client (MOC). Office Communicator
API's can be used to link the Console application with MOC to display live presence and to leverage
MOC functionality such as instant messaging. Support is provided for OCS 2007 and 2007 R2.
The CUxAC client and the MOC communicate locally to get the status of each contact, and the MOC
client must be installed on the same PC as the CUxAC attendant. As the attendant makes a search the
status of each contact displayed on their screen is updated, if available.
The Presence source required can be selected within the operator application. The choice is between
OCS and CUPS, but cannot be both.
Note
The link is based on the contact’s SIP address which may not be there email address.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
5-3
Chapter 5
Presence
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
5-4
OL-20150-01
CH APT ER
6
Unity Voicemail Integration
From version 8.0.3 there are two integration points with Unity, the existing Voicemail Prefix and support
for Unity Messaging and transfer to the CUxAC system.
CUCM has the ability to configure a "Voicemail Prefix". This means that from anywhere within the
CUCM system a prefix can be dialled to enter a specific mailbox. For example, if the prefix is "*", then
dialling *1002 will take the caller directly to the mailbox of extension 1002
More details on this functionality can be found here:
http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a00800dea
82.shtml
Integrating with the Cisco Unified Attendant Console
The Cisco Unified Attendant Console can use the "Voicemail Prefix" functionality within the Cisco
Unified CUCM to transfer calls directly to a Contacts mailbox.
To configure Voicemail Access with the CUxAC attendant Console, follow the steps below:
Configure the "Voicemail Prefix" using the Cisco whitepaper (URL above)
From the Cisco Unified Attendant Console, select Options>Preferences
Under the "Dialling" tab, change the "Voicemail Prefix" setting to whichever the prefix is configured
as on the CUCM (typically, this is set to *)
Figure 6-1
The Dialling Preferences tab within the Cisco Unified Attendant Console
Press Apply, the press OK
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
6-1
Chapter 6
Unity Voicemail Integration
Now, when the Attendant is connected to a call, the right-click menu will display an additional option "Transfer to Voicemail".
Figure 6-2
Transfer to Voicemail
Transfer to Voicemail Operation
When the Attendant selects the "Transfer to Voicemail" option, the Cisco Unified Attendant Console
Server takes the extension number of the selected contact, and prefixes the number with the Voicemail
Prefix number that has been configured.
The call is then blind transferred to this extension.
The Cisco Unified Attendant Console Server has the dependency that the Voicemail Prefix functionality
is configured on the CUCM.
MOH - Call Arrival Mode (CUBAC/CUEAC)
Starting in release 8.0.3 there will be a choice of Arrival Modes for incoming calls. Previous versions
supported a mode of "Alerting". This allowed the incoming calls to ring into the CTI Ports in the CT
Gateway until they were answered by a console attendant. A second option is now available of "Held".
This will allow the calls to be answered on the CTI Port and put on hold. The result being that the call
will hear Music while holding.
Note
If using this mode the call is charged from the time that the call is answered and put on hold on the CT
Gateway.
This will also allow an integration with Unity where you can have Unity answer and play a welcome
greeting message, before using a Call handler to transfer the call to the Queue DDI and have the caller
hear music.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
6-2
OL-20150-01
CH APT ER
7
AntiVirus support on an Cisco Unified Attendant
Console Server
There are many different AntiVirus products that are supported on an Cisco Unified Attendant Console
Server. Typically, the most commonly used products are McAfee VirusScan and Norton AntiVirus
Both of these products are supported, although any AntiVirus program is supported on the CUxAC
Server, as long as it is configured as below:
Exclusions
It is important that the AntiVirus product supports "Exclusions". This is the ability for the user to specify
specific files and/or folders that will NOT be scanned by the AntiVirus program.
The following exclusions should be set :-
Note
File Name
File Location
Use
All
\\Program
Files\Cisco\Logging
These are the main trace files created by the
Cisco Unified Attendant Console Server
All files in DB Data
C:\DB Data
This folder is where the Cisco Unified
Attendant Console Databases are located
CiscoTSPLog001(x).txt
\\Temp\Cisco\Trace
This is where the Cisco TSP Trace files are
located
The "File Locations" and "File Names" may be changed by your Cisco Unified Attendant Console
Administrator.
The files in the above table are constantly being written to and updated during a standard production day
with an Cisco Unified Attendant Console Server. Due to this, these files are permanently being accessed
- an AntiVirus "Scan on access" policy for these files will mean that the files are constantly being
scanned for Viruses. This will in turn slow down the operation of the Cisco Unified Attendant Console
Server. Therefore, excluding these files from being continuously scanned will allow the Cisco Unified
Attendant Console Server to function as expected.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
7-1
Chapter 7
AntiVirus support on an Cisco Unified Attendant Console Server
Supported Remote Access Applications
Supported Remote Access Applications
As part of the support provided by the Cisco Customer support directly, remote access to the Cisco
Unified Attendant Console Server is often required.
There are various remote access products available in the marketplace. Of these, only certain
applications are supported with the Cisco Unified Attendant Console Server. The supported Remote
Access Applications are below:
•
Real VNC
•
Symantec pcAnywhere
All of the above applications should be installed as per the manufacturers' recommendation.
Note
The use of session based remote access applications such as Remote Desktop (RDP) and Terminal
Services (TS) are not supported. These applications can cause problems with the required Wave Driver
operation.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
7-2
OL-20150-01
CH APT ER
8
Other Considerations
Managing Time of Day Routing
Both CUBAC and CUEAC offer basic night service times which apply across the whole system. In an
environment where multiple sites are situated in different time zones, there may be a requirement to
manage a more complex timing arrangement. This can be done using the Time of Day functionality
based within the CUCM.
This example would be for a 3 site configuration.
Have 3 different CTI Route Points (nothing to do with CUxAC - just standard CTI devices), for the
DIDs.
Each of these have a Forward-All to the CTI Route Point that Arc is using for call handling Then,
use the CUCM to handle the ToD routing.
This would mean that the CUCM is taking care of the ToD - and calls are forwarding via the Route
Point during the day.
This can also be used to provide Night Service for CUDAC.
Forced Delivery
Forced Delivery is a new feature from release 8.0.3 that will force a call to an attendant and ring their
phone. Standard functionality has the call holding/ringing a CTI Port and the call being displayed on the
attendant application, from where they request to answer the call. At this point the call is redirected from
the CTI Port to the attendant's handset. Forced Delivery will make an enquiry call from the CTI Port to
the Handset of the attendant deemed to the next to take a call. Distribution of call is based on the Longest
Waiting time for each attendant in the respective Queue in which the call in question resides. If
Attendants are in multiple queues, the calculation is based on calls they have taken within ANY queue
in which they are active.
For example, Attendant 1 is in Queue 1 only, which Attendant 2 is in Queue 1 and Queue 2. A call arrives
for Queue 1, the server will look at how long since each Attendant has answered a call from either Queue
1 or 2 in the case of Attendant 2. The time is calculated from the end of the previous call that they took.
Codecs
It is imperative that this section is understood fully before a Cisco Unified Attendant Console
implementation commences.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
8-1
Chapter 8
Other Considerations
When using a Cisco Unified Attendant Console system in a centralised environment, there are some
considerations that must be taken into account.
Version 8.0 of CUCM allows a second type of Media Driver to be used to enable the CTI ports to be
activated. The New Media driver is recommended for use as it allows greater scalability and also means
that G729 can be used as a codec without the need for transcoding resources. The examples given in this
section refer to the TAPI Wave solution that must still be used with CUCM versions 7.1.x and earlier.
To allow this functionality there are 2 things that must be taken into account. Firstly a change must be
made to the registry on the CUxAC server. Key HKEY_Local_Machine/Software/Cisco Systems, Inc./
RtpLib/G729PassThrough must be set to 1 in either Hex or Dec, and the server rebooted after making
the change. The second item is to ensure that the Device Pool, and region in which the CTI Port(s) are
assigned must not be restricted to only G729. If this is the case then calls will not be processed correctly,
and the calls will be unable to be redirected to the CTI Port
In CUCM versions 7.1 and below the TAPI Wave enabled CTI Ports are relied on for the correct working
of the Cisco Unified Attendant Console system. These ports do not support the G729 codec for a
connected call. Therefore, in a centralised environment where the G729 codec is being used across WAN
links, a transcoder must be installed on the Central Site where the Cisco Unified Attendant Console
Server is located. A transcoder takes the output stream of one codec (compression type) and converts it
to another compression type.
This will mean that if a call goes across the WAN link to an Attendant Console's IP Phone as a G729
call, when the call is transferred, held or parked, CUCM will change the codec to G711 during that
portion of the call (while it's connected to the Service Queue or Call Park Device CTI Ports).
For more information on transcoding refer to the Cisco SRND.
In the example below the CUCM and CUxAC server are located in a central location, while the
Attendant is located in a remote location connected across the WAN. There will be a need for
transcoding in this scenario.
The following figures illustrate a typical call flow, and show where and why the transcoder is needed:
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
8-2
OL-20150-01
Chapter 8
Other Considerations
Figure 8-1
Call enters the system
1.
Call is received from an External Telephone Network
2.
Call is routed from the Queue DDI to the CT Gateway CTI Port
3.
The Cisco Unified Attendant Console client now has visibility of the call in the queue
At this point, the call is ringing on the CT Gateway and is in the queue waiting to be answered. The CT
Gateway devices are registered to the CUCM in the central site.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
8-3
Chapter 8
Figure 8-2
4.
Other Considerations
Remote Attendant Requests the call
The Attendant Console requests the call
Once the Attendant Console requests the call, the call will be delivered to the Attendant extensionin the
remote site
Figure 8-3
5.
The Attendant Console answers the call
The Attendant Console is talking to the caller
Now that the Attendant is talking to the caller, and the Attendant is on the remote site, the call will be
established with the G729 codec.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
8-4
OL-20150-01
Chapter 8
Other Considerations
Figure 8-4
6.
The Attendant Console puts the call on hold
The Attendant Console requests the call to be put on hold
When the Attendant Console requests to put the call on hold, the call is redirected back to the Cisco
Unified Attendant Console Server, to be put on hold on a Service Queue Device (CTI Port).
At this point, the transcoder will be required to convert the call back to the G711 codec so that the Wave
enabled CTI Port can accept the call. If the call is still G729 when it reaches the Service Queue, the
CUCM will disconnect the call.
The same theory applies if the call is being transferred, parked, or camped on.
Bandwidth
Location-based Call Admission Control may be implemented to control the bandwidth usage across the
WAN. A maximum amount of bandwidth may be configured for calls to and from each remote location.
When a CUxAC controlled CTI Route Point or CTI Port is created, the location should be set to None.
This will effectively ensure that no bandwidth limits will apply to that device, however
Locations MAY be implemented which will account for bandwidth ACCORDING to Region settings, to
define the codec used between two endpoints.
Calls routed across a LAN typically use the G711 or G722 codec (depending on the phone type), with
each call using up to 80Kb/sec of bandwidth.
Calls routed across the WAN may use the G729 codec, which reduces the bandwidth requirement of a
call to 24Kb/sec.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
8-5
Chapter 8
Other Considerations
If different compression types are to be used to reduce the amount of bandwidth needed across the WAN,
then a transcoder will be needed (See Codec Considerations)
Note
Latency - A maximum round trip time (RTT) of 150ms should be ensured to enable provision for
optimum network performance.
In addition, further bandwidth is used by IP communications between the Cisco Unified Attendant
Console Server and the Console Attendant as follows :-.
Contact Searching
Every search made of the Contact Directory will return a number of matches within the SQL database.
The bandwidth requirements will depend on the number of contacts being returned, the amount of data
within each contact and the number of operators making searches at the same time. Bandwidth
requirements vary between 4Kb and 22KB per contact.
Database Synchronisation
The other major requirement for CUEAC outside of the call handling requirements is the initial
synchronizing of the Contacts DB. This is undertaken via an LDAP synch with CUCM. Again the
amount of bandwidth required depends on the amount of contacts and the amount of data within each
contact. An average of 9Kb per contact has been recorder.
Cisco Unified Attendant Console Client Applications and Shared Lines
Cisco Unified Attendant Console Client applications will be supporting shared lines from version 3.1
onwards for line status.
Cisco Unified Attendant Console TCP Ports
The Cisco Unified Attendant Console Connect Suite uses a series of TCP/IP Ports to communicate
between applications. In large networks (often involving a WAN) there could be a need to prioritise
these ports across the network switches. In this scenario, the following ports should be prioritised:
Table 8-1
Cisco Unified Attendant Console TCP/IP Port Usage
TCP/IP
Use
1859
This is the Port used by the ARC Connect system
to communicate across a LAN between the Cisco
Unified Attendant Console Server and the client
applications
11859
This is the Port used by the Cisco Unified
Attendant Console service to communicate with
the Cisco Unified Attendant Console Server
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
8-6
OL-20150-01
Chapter 8
Other Considerations
TCP/IP
Use
80
This is the IP Port used by the Cisco Unified
Attendant Console XML Status Management
service - this is hosted on IIS (on the Cisco
Unified Attendant Console Server) and listens for
HTTP requests coming from the IP Phone, Web
Browser and to send requests to IP Phones on the
same port
1862
This is the port used by the Arc LDAP Server
2748
This is the Port used by the Cisco TSP. The ARC
Server uses this port to communicate with the
Cisco Unified CUCM
1863
TCP communication between the Attendant
clients and the Cisco Unified Attendant Console
Cups Server uses this port
5060
Used for communication between the Cisco
Unified Attendant Console and the Cisco CUPS
servers
1433 and 1434
SQL between servers and between server and
clients (Attendant and Supervisor)
1864
TCP communication between the Attendant
clients and the Cisco Unified Attendant Console
CTI Server uses this port.
443
AXL DP API
The following table lists the ports used for LDAP communication with CUCM
Table 8-2
TCP/IP Port Usage for LDAP Communication with CUCM
TCP/IP
Use
389
LDAP Server is not configured as Global Catalog
and non-SSL
3268
LDAP Server is configured as Global Catalog and
non-SSL
636
LDAP Server is not configured as Global Catalog
and uses SSL
3269
LDAP Server is configured as Global Catalog and
uses SSL
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
8-7
Chapter 8
Other Considerations
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
8-8
OL-20150-01
A P P E N D I X
A
Sample Topologies
The following topology examples are shown in Appendix 1:
•
Single Site Topology
•
Single Site Resilient Cisco Unified Attendant Console Server Topology
•
Centralised Cisco Unified Attendant Console Server with Local and Remote Clients
•
Multi - Cluster Scenario
Single Site Topology
In the example above, the Cisco Unified Attendant Console Server and the Client machines are on the
same LAN as the CUCM servers. There are no remote Cisco Unified Attendant Console users, or IP
Phones.
This topology assumes the following characteristics:
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
A-1
Appendix A
Sample Topologies
Resilience is configured using Call Forward No Answer to Pilot Point Group, IP Phone or other device
outside of the CUxAC environment.
Client machines are on the same LAN as the Cisco Unified Attendant Console Server and CUCM
Servers.
Centralised Cisco Unified Attendant Console Server with Local and Remote
Clients
In the example above, there is a CUxAC Server and some client machines on the same LAN as the
CUCM servers. There are also some client machines on a remote site, which is in a G729 region.
This topology is showing the following characteristics:
Resilience is configured using Call Forward No Answer to Pilot Point Group, IP Phone or other device.
Due to the fact that the G729 codec is being used for the remote site, a transcoding resource is installed
on the central site, as this is where the CUCM are located, and therefore where the CTI Ports are
registered. This is only necessary where the TAPI wave method is being used.
Therefore, when the client in the remote site handles the call, it is using the G729 codec; however as
soon as the call is routed back to the central site, the call is changed to the G711 codec.
As the G711 codec is being utilised within the LAN, the local clients are not affected.
Latency
Client to Server latency RTT should be less than 150m/s to run satisfactorily.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
A-2
OL-20150-01
A P P E N D I X
B
Field Mappings
LDAP Field Mappings Phone
Following table covers the fields related to "Phone", and it is based on Db table "device".
AXL Tag
DB Field
CUCM Property (CTI
Port only)
<name>
name
Device Name
<description>
description
Description
<product>
tkproduct
N/A
CTI Port
<model>
tkmodel
N/A
CTI Port
<class>
tkclass
N/A
Phone
<protocol>
tkdeviceprotocol
N/A
SCCP
<protocolSide>
tkprotocolside
N/A
User
<callingSearchSpaceNa fkcallingsearchspace
me>
Calling Search Space
<devicePoolName>
fkdevicepool
Device Pool
<networkLocation>
tknetworklocation
N/A
<locationName>
fklocation
Location
Default Values
Device pool which is
used the most is
considered (Cisco
recommendation)
<commonDeviceConfig Fkcommonphoneconfig Common Device
Name>
Configuration
<mediaResourceListNa fkmediaresourcelist
me>
<networkHoldMOHAu
dioSourceId>
Media Resource Group
List
networkholdmohaudios Network Hold MOH
ourceid
Audio Source
<userHoldMOHAudioS userholdmohaudiosourc User Hold MOH Audio
ourceId>
eid
Source
<automatedAlternateRo fkcallingsearchspace_a
utingCSSName>
ar
AAR Calling Search
Space
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
B-1
Appendix B
Field Mappings
LDAP Field Mappings Phone
AXL Tag
DB Field
CUCM Property (CTI
Port only)
<aarNeighborhoodNam fkaarneighborhood
e>
AAR Group
<mlppDomainId>
fkmlppdomain
MLPP Domain
<cgpnTransformationC
SSName>
fkcallingsearchspace_c
gpntransform
Calling Party
Transformation CSS
<geoLocationName>
fkgeolocation
Geo Location
<joinAcrossLines>
tkstatus_joinacrosslines Join Across Lines
<useTrustedRelayPoint
>
tkstatus_usetrustedrela
ypoint
<alwaysUsePrimeLine
>
tkstatus_alwaysuseprim Always Use Prime Line
eline
Default Values
Use Trusted Relay
Point
<alwaysUsePrimeLinef tkstatus_alwaysuseprim Always Use Prime Line
orVoiceMessage>
elineforvm
for Voice Message
<userLocale>
tkuserlocale
User Locale
<builtInBridgeStatus>
tkstatus_builtinbridge
N/A
<callInfoPrivacyStatus
>
tksipprivacy
Privacy
<hlogStatus>
Not known
N/A
<ownerUserId>
fkenduser
Owner User ID
<ignorePresentationInd ignorepi
icators>
Ignore Presentation
Indicators (internal
calls only)
<subscribeCallingSearc fkcallingsearchspace_r
hSpaceName>
estrict
SUBSCRIBE Calling
Search Space
<unattendedPort>
unattended_port
Unattended Port
<phoneSuite>
Not known
N/A
<deviceMobilityMode> tkstatus_devicemobility Device Mobility Mode
mode
<remoteDevice>
remotedevice
N/A
<dndOption>
tkdndoption
DND Option
<dndRingSetting>
tkdndoption
DND Incoming Call
Alert
<dndStatus>
dndtimeout
Do Not Disturb
<label>
label
Line Text Label
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
B-2
OL-20150-01
Appendix B
Field Mappings
CTI Route Point
CTI Route Point
Following table covers the fields related to "CTI Route Point", and it is based on Db table "device".
AXL Tag
DB Field
CUCM Property (CTI
Port only)
<name>
name
Device Name
<description>
description
Description
<product>
tkproduct
N/A
CTI Route Point
<model>
tkmodel
N/A
CTI Route Point
<class>
tkclass
N/A
CTI Route Point
<protocol>
tkdeviceprotocol
N/A
SCCP
<protocolSide>
tkprotocolside
N/A
User
<callingSearchSpaceNa kcallingsearchspace
me>
Calling Search Space
<devicePoolName>
fkdevicepool
Device Pool
<networkLocation>
tknetworklocation
N/A
<locationName>
fklocation
Location
<commonDeviceConfig fkcommonphoneconfig
Name>
Common Device
Configuration
<mediaResourceListNa fkmediaresourcelist
me>
Media Resource Group
List
<networkHoldMOHAu
dioSourceId>
Default Value
Device pool which is
used the most is
considered (Cisco
recommendation)
networkholdmohaudios Network Hold MOH
ourceid
Audio Source
<userHoldMOHAudioS userholdmohaudiosourc User Hold MOH Audio
ourceId>
eid
Source
<automatedAlternateRo fkcallingsearchspace_a
utingCSSName>
ar
AAR Calling Search
Space
<aarNeighborhoodNam fkaarneighborhood
e>
AAR Group
<cgpnTransformationC
SSName>
fkcallingsearchspace_c
gpntransform
Calling Party
Transformation CSS
<geoLocationName>
fkgeolocation
Geo Location
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
B-3
Appendix B
Field Mappings
Directory Number (Line)
Directory Number (Line)
Following table covers the fields related to "Line" or "Directory NNumber", and it is based on Db table
"dnorpattern".
AXL Tag
DB Field
CUCM Property (CTI
Port only)
<pattern>
dnorpattern
Directory Number
Dreictory number
provided
<description>
description
Description
ASD-<Mac>-<DN>
<usage>
tkpatternusage
N/A
Conference
<routePartition>
fkroutepartition
Route Partition
none
<aarNeighborhoodNam fkaarneighborhood
e>
AAR Group
<aarDestinationMask>
aardestinationmask
AAR Destination Mask
<aarKeepCallHistory>
aarkeepcallhistory
Retain this destination
in the call forwarding
history
<aarVoiceMailEnabled
>
aarvoicemailenabled
Voice Mail
<presenceGroup>
fkmatrix_presence
Presence Group
<callForwardAll>
Forward All
<forwardToVoiceMail
>
Cfaptvoicemailenabled
Voice Mail
<callingSearchSpace>
fkcallingsearchspace_c
fapt
Calling Search Space
<secondaryCallingSear
chSpace>
Not known
Secondary Calling
Search Space for
Forward All
<destination>
Cfaptdestination
Destination
<callForwardBusy>
Forward Busy External
<forwardToVoiceMail
>
Cfbintvoicemailenabled Voice Mail
<callingSearchSpace>
fkcallingsearchspace_c
fbint
Calling Search Space
<destination>
Cfbintdestination
Destination
<callForwardBusyInt>
<forwardToVoiceMail
>
Default Value
Forward Busy Internal
cfbintvoicemailenabled Voice Mail
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
B-4
OL-20150-01
Appendix B
Field Mappings
Directory Number (Line)
CUCM Property (CTI
Port only)
AXL Tag
DB Field
<callingSearchSpace>
fkcallingsearchspace_c
fbint
Calling Search Space
<destination>
cfbintdestination
Destination
<callForwardNoAnswe
r>
Forward No Answer
External
<forwardToVoiceMail
>
Cfnavoicemailenabled
Voice Mail
<callingSearchSpace>
fkcallingsearchspace_c
fnat
Calling Search Space
<destination>
Cfnadestination
Destination
<callForwardNoAnswe
rInt>
Forward No Answer
Internal
<forwardToVoiceMail
>
Cfnaintvoicemailenable Voice Mail
d
<callingSearchSpace>
fkcallingsearchspace_c
fnaint
Calling Search Space
<destination>
Cfnaintdestination
Destination
<callForwardNoCovera
ge>
Forward No Coverage
External
<forwardToVoiceMail
>
Pffvoicemailenabled
<callingSearchSpace>
fkcallingsearchspace_p
ff
<destination>
pffdestination
<callForwardNoCovera
geInt>
Forward No Coverage
Internal
<forwardToVoiceMail
>
pffintvoicemailenabled
<callingSearchSpace>
fkcallingsearchspace_p
ffint
<destination>
pffintdestination
<callForwardOnFailure
>
<forwardToVoiceMail
>
Default Value
Forward on CTI Failure
Cfdfvoicemailenabled
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
B-5
Appendix B
Field Mappings
Directory Number (Line)
AXL Tag
DB Field
<callingSearchSpace>
fkcallingsearchspace_d
evicefailure
<destination>
Devicefailuredn
<callForwardNotRegist
ered>
CUCM Property (CTI
Port only)
Default Value
Forward Unregistered
External
<forwardToVoiceMail
>
Cfurvoicemailenabled
<callingSearchSpace>
fkcallingsearchspace_c
fur
<destination>
Cfurdestination
<callForwardNotRegist
eredInt>
Forward Unregistered
Internal
<forwardToVoiceMail
>
Cfurintvoicemailenable
d
<callingSearchSpace>
fkcallingsearchspace_c
furint
<destination>
Cfurintdestination
<callForwardAlternate
Party>
MLPP Alternate Party
Settings
<CallingSearchSpace>
fkcallingsearchspace_c
fapt
MLPP Calling Search
Space
<destination>
Cfaptdestination
Target (Destination)
<duration>
cfaptduration
MLPP No Answer Ring
Duration (seconds)
<callPickupGroup>
Not known
Call Pickup Group
<networkHoldMOHAu
dioSourceId>
networkholdmohaudios Network Hold MOH
ourceid
Audio Source
<userHoldMOHAudioS userholdmohaudiosourc User Hold MOH Audio
ourceId>
eid
Source
<alertingName>
alertingname
Alerting Name
<asciiAlertingName>
alertingnameascii
ASCII Alerting Name
<shareLineAppearance
CSS>
fkcallingsearchspace_s
haredlineappear
N/A
<voiceMailProfile>
fkvoicemessagingprofil Voice Mail Profile
e
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
B-6
OL-20150-01
Appendix B
Field Mappings
Devicenumplanmap
CUCM Property (CTI
Port only)
AXL Tag
DB Field
<hrInterval>
hrInterval
Hold Reversion
Notification Interval
(seconds)
<hrDuration>
hrDuration
Hold Reversion Ring
Duration (seconds)
Default Value
<ParkMonForwardNoR parkmonforwardnoretri Park Monitoring
etrieveDN>
evedn
Forward No Retrieve
Destination External
<ParkMonForwardNoR parkmonforwardnoretri Park Monitoring
etrieveIntDN>
eveintdn
Forward No Retrieve
Destination Internal
<ParkMonForwardNoR parkmonforwardnoretri Voice Mail
etrieveVMEnabled>
evevmenabled
<ParkMonForwardNoR Parkmonforwardnoretri Voice Mail
etrieveIntVMEnabled> eveintvmenabled
<ParkMonForwardNoR fkcallingsearchspace_p
etrieveCSSName>
kmonfwdnoret
Calling Search Space
<ParkMonForwardNoR fkcallingsearchspace_p
etrieveIntCSSName>
kmonfwdnoretint
Calling Search Space
<ParkMonReversionTi
mer>
Parkmonreversiontimer Park Monitoring
Reversion Timer
<partyEntranceTone>
tkstatus_partyentrancet
one
Party Entrance Tone
Devicenumplanmap
Device + Line joining Table (properties appear on Directory number GUI)
AXL Tag
DB Field
CUCM Property (CTI
Port only)
<label>
label
Line Text Label
<display>
Display
Display (Internal Caller
ID)
<displayASCII>
Displayascii
ASCII Display (Internal
Caller ID)
<ringSetting>
tkringsetting_activepic
kupalert
N/A
<e164Mask>
e164mask
External Phone Number
Mask
<dialPlanWizardId>
Dialplanwizardgenid
N/A
Default Value
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
B-7
Appendix B
Field Mappings
Devicenumplanmap
AXL Tag
DB Field
<maxNumCalls>
maxnumcalls
CUCM Property (CTI
Port only)
Default Value
Maximum Number of
Calls
2 in case of CTI Route
point
4 in caseof CTI port
<busyTrigger>
busytrigger
Busy Trigger
1 in case of CTI Route
point
2 in caseof CTI port
<monitoringCSSName
>
fkcallingsearchspace_m Monitoring Calling
onitoring
Search Space
<callInfoDisplay>
Callinfodisplaymask
Forwarded Call
9
Information Display on
Device
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
B-8
OL-20150-01
A P P E N D I X
C
Windows registry on Client PCs
Windows registry on Client PCs
The CUxAC applications use the "HKEY_Local_Machine" (HKLM) section of the local Windows
registry.
In certain customer networks, local access to this registry key is restricted by Domain Policies. In this
scenario, the software may not function correctly. This section details how to configure the local
Operator machines to ensure that the CUxAC software will function as expected
Identifying a Registry Security issue
There are two common faults that are experienced when access to the HKLM registry key is restricted:
Error message when logging in
When an CUxAC Operator attempts to log in to the system, an error message is displayed suggesting
that a connection to the server witha blank name and on Port 0 cannot be made.
This error is generated because the application does not have the ability to read/write to the relevant
registry keys, which is why the "Server Name" is inaccurate on the error message
Screen is displayed in correctly
When the CUxAC Attendant Console application is launched, the application is displayed incorrectly.
This error is generated because the application does not have the ability to read/write to the relevant
registry keys. The screen display format is contained within the registry, which is why it is not displayed
correctly.
Allowing FULL Access to the CUxAC Registry Keys
To resolve this issue, follow the steps below to grant full access to the CUxAC registry key(s)
1.
On the client machine (i.e. the Attendant Console client PC), log in to the machine as "Local
Administrator"
2.
Ensure that all CUxAC applications are closed
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
C-1
Appendix C
Windows registry on Client PCs
Windows registry on Client PCs
3.
Select Start>Run, and type in "Regedit" in the "Run Box"
4.
The Windows Registry Editor will now open.
5.
Browse to HKLM>Software>Arc Solutions
6.
Right-click on the "Arc Solutions" registry key, and select "Permissions"
7.
The following window will now open:
8.
This window allows you to amend the security settings for the Arc Solutions registry key. In order
for the Arc Applications to function correctly, all users need to have "Full Control" of this registry
key.
9.
Press "Add"
10. Under the "Enter the object name to select" box, type <DOMAIN NAME>\Everyone
11. The Domain name should be the domain that a standard Desktop user logs in to
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
C-2
OL-20150-01
Appendix C
Windows registry on Client PCs
Windows registry on Client PCs
12. Press OK to add "Everyone" to the security page. You will now see "Everyone" listed within the
window.
13. Select the "Everyone" account, and then select "Allow Full Control" to grant full access to this
registry key
14. Now press Apply, then OK
15. The access rights have now been granted.
It is now possible to log the PC in as a standard desktop user - the security rights will now allow access
to the relevant Registry keys, and the Arc applications will now function correctly.
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
OL-20150-01
C-3
Appendix C
Windows registry on Client PCs
Windows registry on Client PCs
Cisco Unified Business/Department/Enterprise Attendant Console - Design Guide
C-4
OL-20150-01