321 Studios 78-12959-01 manual

Corporate Headquarters Cisco S yste ms, Inc . 170 W est Tasma n Drive San Jose , CA 95134 -1706 USA http://ww w.cisco. com Tel: 408 526-400 0 800 55 3-N ETS ( 6387 ) Fax: 408 526- 4100 Cisco Call Manager Extended Servi ces A dministrator ’ s Guide Custome r Order N umber: D OC-78 12959= Text Pa rt Num ber: 78 -12959 -01[...]

THE SPECIFICA TI ONS AND INFORMA TIO N REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTI CE. ALL ST A T EMENTS, INFORMA T ION, AND RECOMMENDA TIONS IN THIS MANU AL ARE B ELIEVED TO BE ACCURA TE BUT ARE PRESENTED WITHOUT W ARRANTY OF ANY KIND, EXPRES S OR IMPLIED. USERS MUST T A KE FULL RESPO NSIBILIT Y FOR THEIR APPLICA TIO N[...]

iii Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 CONTENTS Preface ix Audienc e ix Organi zation x Relat ed Do cume nta tion xi Convent ions xi Obtain ing Documentat ion xiii World Wide Web xi ii Document ation CD-ROM xiii Orderi ng Documentation xiv Document ation Feedba ck xiv Obtain ing Technica l Assistance xv Cisco. c[...]

Contents iv Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Instal ling Cisco C allManager Extended Ser vices 2-1 Before You Inst all 2-1 Hardwa re Requir ements 2- 2 Softw are R equir emen ts 2-2 Insta lling Cisco CallMa nager Extend ed Services 2-3 Download ing and Insta lling Ci sco Call M ana ger Extend ed Services f[...]

v Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Conte nts Config uring Cisco C allManager for Ci sco Call M ana ger Exten sion M obil ity 3-19 Adding t he Login Service 3-19 Adding t he Logout Servic e 3-21 Settin g the Serv ice Param eters 3-23 Creati ng the Defaul t Device Pr ofile for a User 3-26 Asso ciat ing a Use r D[...]

Contents vi Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Config uring Prompt s 4-13 General M edia Con figuration 4-13 Recordi ng the Welco me Pr ompt 4-14 Config uring the Welc ome Prompt 4-15 Uploadi ng a Spok en Name 4-16 Uploadi ng a Bat ch of Spoken Names 4-17 Administ ering Cisco CallManager Extended Services 5-[...]

vii Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Conte nts Troubles hooting Cisco Cal lManager Ex tended Servi ces 6-1 Cleari ng Problems with Ci sco Call Manager Extens ion Mobility 6-1 Cleari ng General Problems 6-2 Cleari ng Errors in Cisco CallM anager Exten sion Mobili ty 6-2 Unknow n Error fr om Service 6-2 Applic a[...]

Contents viii Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]

ix Cisco CallManager Extended Services Administrator’ s Guide 78-12959-01 Preface The Cisco CallManag er Extended Services Administr ator’ s Guide pro vide s instruction s for installing, conf iguring and administering Cisco CallManag er Extended Ser v ices. This document will he lp you to: • Understan d Cisco CallManage r Extended Services a[...]

Organiza tion x Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Organization This guide is org anized as follows: Chapter T itle Description Chap ter 1 Understanding Cisco CallM anager Extende d Services A genera l overview of Cisco CallManager Ext ended Services a nd the IP T elephon y software su ite. Chap ter 2 Instal[...]

xi Cisco CallManager Extended Services Administrator’ s Guide 78-12959-01 Rela ted Docum ent atio n Related Documentation For informatio n about Cisco CallM anager , refer to the following documents: • Cisco Cal lManager System Guide • Cisco Cal lManager Admini stration Guide For in formation about Cisco Customer Response Applicatio ns, refer[...]

Conve ntions xii Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Notes us e the fo llowing con ventions: Note Means r ead er tak e note . Notes co ntain helpful suggest ions or r eferenc es t o mater ial not covered in th e publica tion. T imesa vers use t h e f ollo wing co n ventio ns: T imesaver Means t he descr ibe d[...]

xiii Cisco CallManager Extended Services Administrator’ s Guide 78-12959-01 Obta ining Doc ume nta tion W arni ngs use the following con ventio ns: War ni ng This warning symbol means danger . Y ou are in a s ituation that could cause bodily injury . Before you work on any equipment, you must be aware of the hazards involved with electrical circu[...]

Obtaining Documentation xiv Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Ordering Docume ntation Cisco Systems documentat io n is av ailable in the follo wing ways: • Registered Cisc o Direct Cu stomers c an order Cisco Pr oduct doc umentati on from the Net working Pro ducts Market Place: http://www .cisco.co m/cgi-[...]

xv Cisco CallManager Extended Services Administrator’ s Guide 78-12959-01 Obtaini ng T echnical Assi stance Obtaining Tech nical Assistance Cisco pr ovides Cisco.co m as a start ing point for all technical assi s tance. Custome rs and p artners c an obt ain doc umentat ion, trou bleshoo ting tips, and sample conf igurati ons from o nline tools. F[...]

Obtainin g Technical Assist ance xvi Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Contacting TAC by Using the Cisco TAC Website If you have a priorit y lev el 3 (P3) or priori ty level 4 (P4) p roblem , cont act T A C by going to the T AC website: http://www .cisco.co m/tac P3 and P4 level problems are defined as foll[...]

C H APTER 1-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 1 Understanding Cisco CallManager Exten ded Service s Cisco CallMana ger Extended Services bring v aluable IP telepho ny capabilities to a Cis co C allMan ager deploym ent. Thes e new extend ed ser vice s sig nificant ly differentiat e Cisc o’ s IP T eleph ony s[...]

Chapter 1 Unders tanding Cisco Call Manager Extended Services Cisco Cal lManager E xtension Mob ility Overv iew 1-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 This section pro vides an introduction to Cisco Call Manager Extended Service s: • Cisco C allMan ager E xtension Mobil ity Overview , page 1 -2 • Cisco C[...]

1-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapt er 1 U nders tand ing C isco CallMa nag er Ex tende d Serv ice s Cisco CallManager Extension Mobility Overview Logout Service The use r logs out by press ing the Se rvice s button and selectin g logout . After the user logs out, Cisco C allMana ger sends th e original[...]

Chapter 1 Unders tanding Cisco Call Manager Extended Services Cisco C allMana ger AutoAtt endant Ov erview 1-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Cisco CallManager Auto Attendant Overview The Cisco C allMana ger Auto Attendant (Cisco CallM anager AA), ill ustrated in Figure 1-2 , wor ks with Cisco Ca llMana [...]

1-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapt er 1 U nders tand ing C isco CallMa nag er Ex tende d Serv ice s Cisco CallManager AutoAtt endant Overvi ew The Ci sco Cal lMan ager A A provide s the fo llowing functio nalit y: • Answers a call • Plays a user-configurabl e W el come prompt • Plays a Main M enu[...]

Chapter 1 Unders tanding Cisco Call Manager Extended Services Compon ents of Cisco Ca llManager Ext ended Servi ces 1-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Components of Ci sco CallManager Extended Service s The Cisco Cu stomer Re sponse (CR) Plat form provides the components re quired to run Cisco CallManage[...]

1-7 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapt er 1 U nders tand ing C isco CallMa nag er Ex tende d Serv ice s Compon ents of Ci sco CallMana ger Ext ended Ser vices Figure 1-3 sh ows ho w Cisco CRA integrate s with y our Cisco IP telephony solution. Figure 1-3 sh ows Cisco CallManager and Cisc o CRA systems runn[...]

Chapter 1 Unders tanding Cisco Call Manager Extended Services Compon ents of Cisco Ca llManager Ext ended Servi ces 1-8 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]

C H APTER 2-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 2 Installing Cisco CallManager Extended Services This sect ion desc ribes how to in stall Cisco Call Manager Extend ed Services on a Cisco Media Co n vergence Server (Cisc o MCS) or on a Cisc o certified server: 1. Before Y ou Install, pag e 2-1 2. Installin g Cis[...]

Chapte r 2 I nstalling Cisco C allManager Exte nded Services Before You In stall 2-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Hardware Requireme nts Cisco Ca llManager Extend ed Services run on the Cisco Medi a Con verge nce Serv er (Cisco MCS) platfo rm or a cust omer -provi ded Ci sco-cer tified ser ver such as [...]

2-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 2 Install ing Cisco Cal lManag er Extended Se rvices Installing Cisco CallManager Extended Services Installing Cisc o CallManage r Extended Services Install Ci sco CallM anager 3 .1 and W indows 200 0 befor e you insta ll Cisco CallMa n ager Ex tended Services. Note[...]

Chapte r 2 I nstalling Cisco C allManager Exte nded Services Installing Cisco CallMan ager E xtended Ser vices 2-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 6 A window appe ars wi th a chec klist of appl icat ions offered by Cisco CallMa n ager Extended Services. See Figure 2-1 . Check the box nex t to the app[...]

2-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 2 Install ing Cisco Cal lManag er Extended Se rvices Installing Cisco CallManager Extended Services Step 10 At this po int, th e inst allation checks for t he presence of Cisco Call Manager 3.1. If Cisc o C allM anag er Relea se 3.1 i s not pr esen t, you a re prom [...]

Chapte r 2 I nstalling Cisco C allManager Exte nded Services Installing Cisco CallMan ager E xtended Ser vices 2-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Upgrading Cisco CallManager Au toAttendant or Re -installing Cisco CallManager Extended Services T o upg rade to Cisc o CallM anager E xtended Servi ces from a[...]

C H APTER 3-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 3 Configuring Cisco CallManager Extension Mobility The f o llo wing to pics desc ribe ho w to conf igure C is co Call Manager Extension Mobility: • Rules for Co n fi g uring Cisco Call Manager Ex tension Mobility , page 3-1 . • Procedure s for Con figuring Cis[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Conf iguring Cisc o CallManag er Extensi on Mob ility 3-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Managing Device Profiles A device profile is made up of a set of attr ibutes (servic es and/or featur es) assoc iated wit h a particu lar device. D[...]

3-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility Logging In and Logg ing Out When a user logs in, th e curr ent conf iguration o f a de vice is r eplaced b y a particu lar user device profile. When a u ser[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Conf iguring Cisc o CallManag er Extensi on Mob ility 3-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Scenario 2: Mixed Configurati on In this con figuration, ea ch user has a phone assi gned to him. Ea ch user has a device profile t oo whic h foll [...]

3-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Rules for Configuring Cisco CallManager Extension Mobility Configuration Rules T o avoid proble ms deployi ng Cisco CallMana ger Ex tensio n Mobil ity , be s ure to foll ow thes e con figura tio n ru les: • If you[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Procedures for Co nfiguring Cisco CallManage r Extension Mobility Perfor m the followi ng procedure s to conf igure Cisc o CallManag er Extensi[...]

3-7 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Creating a New Application User T o create a new applicatio n user for Cisco CallMan ager Ext ens ion Mobil ity , perform the fol lowing steps: Proc ed[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-8 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 7 In the User Informa tion page, select Extension Mo bility fro m the left pane (see Figure 3-1 ). Figur e 3-1 A dding Cisco CallMana ger [...]

3-9 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Step 8 Scroll do wn the U s er I nformation p age. At the En able Auth entication Proxy Rights chec k box, cli ck Enabled (see Figure 3-2 ). Step 9 Cli[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-10 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Configuring the Cisco CRA Engine T o conf igur e the Cisc o Custo mer Resp onse A ppl ication (C RA) Engin e for Cisco CallManag er Extension [...]

3-11 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Figur e 3-3 Select ing the Login Application Step 6 Click Next . Step 7 In the Appli cation ID f ield, enter a uni que App lication Id entifier betwee[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-12 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Figur e 3-4 A dding the Login Appl ication Related Topics: • Creati n g a Ne w Application User , page 3-7 • Adding the Log out Ap plicati[...]

3-13 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Adding the Logout Application T o add th e Logout Applicatio n for C isco Call Manger Extension M obility , perform the fol lowing steps: Proc edure S[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-14 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 6 In the Appli cation ID f ield , enter a uni que Applica tion Identif ier betwee n 1 and 50. Step 7 In the Maximum Number of Sessi ons f[...]

3-15 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Related Topics: • Adding the Log in App lication, page 3 -10 • Adding the Lo gin App lica tion Trigger, page 3- 15 Adding the Login Application Tr[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-16 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Figur e 3-7 A dding the Login Appl ication T r igg e r Step 7 Click Update . Step 8 Click Return to Main Menu . Related Topics: • Adding the[...]

3-17 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Adding the Logout Application Trigger Y ou add the E xtension Mobility L ogout Application T rigger the same way you added th e Login Appl ication Tri[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-18 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 5 In the Maximum Number of Sessi ons field, en ter the number of conc urrent HTTP sessions between 1 and 50. Step 6 At the Enab led fie l[...]

3-19 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Configurin g Cisco CallM anage r for Cisc o CallM anag er Extension Mobility T o conf igure Cisco CallManager for Extension Mob ility , perform the fo[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-20 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 5 At the Servi ce URL fiel d, enter the IP addre ss of the applicat ion engine and t he HTTP tr igger you cr eated in Step 3 of the “ A[...]

3-21 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Related Topics: • Adding the Lo gin App lica tion Trigger, page 3- 15 • Adding t he Log out Ser vice, page 3-21 • Setting the Servi ce Parameter[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-22 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Figur e 3-1 0 Adding the Logout Service Step 5 Click Insert and click Updat e . Related Topics: • Adding t he Log in Service , page 3- 19 ?[...]

3-23 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Setting the Service Paramete rs Setting the Servi ce Parameters in the CallMan ager Service Parame ters Conf ig uration page allo ws you to define the[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-24 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 T o set t he Service Parameters f or Cisco CallManager Extension Mobility , perform the fol lowing steps: Proc edure Step 1 On the Cisco CallM[...]

3-25 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility A new Service Parameter s Configuration page d isplays . Figure 3-12 shows the Service P arameters sc reen, with the service par ameter informatio n e[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-26 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 7 At the Multi Login Beha vio r f ield, select one of the followi ng responses: • Multiple Log ins Allowe d : A user can lo g into more[...]

3-27 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Step 3 At the U ser Device Profile Nam e field, ente r a name of your choic e for the device profile. This text ca n be anything th at describe s this[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-28 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 8 The fo llo w ing prom pt appears: The Direct ory Numbe r has been assign ed to the current dev ice. Click OK to return to the curren t [...]

3-29 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Step 5 T o save your chang es and add th e user , cl ick Insert . Step 6 From the l eft pane, sele ct Extension Mo bility (see Figur e 3-14 ). Fi gur [...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-30 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Related Topics: • Creati n g the Default De vice Prof ile for a User , page 3 -26 • Conf ig uring th e Cisco IP Phones f o r Cisco CallMan[...]

3-31 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Step 3 T o con figure a ne w phone , perfo rm the following steps: a. Click Add a New Phone in the to p right corner . The Add a N e w Phone page di s[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-32 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 At the Phone Co nfiguration pa ge, e nter the Media Access Control (MA C) addr ess of the phon e. Note Th e MAC address of the ph one ca n be [...]

3-33 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuring Cisco CallManager Extension Mobility Step 4 Click Subscribe . Close the w indow . Step 5 On the Cisco CallManager Phone Configura tion page, s croll do wn to the b ottom of the page. Clic[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Procedures for Configuri ng Cisco Cal lManager E xtension Mob ility 3-34 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Setting up Anonymous Access on IBM-340 platforms If you are configurin g Cisco CallMa nager Extend ed Servi ces on an IBM-340 platform, make s[...]

3-35 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Once yo u ha ve conf igured th e system for Cisco CallManager Exten sion Mobility , prov ide t[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco Ca llManager Exten sion Mobility 3-36 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Logging in to Cisco CallManager Extension Mobility T o log in to Cisco CallManager Extension Mobili ty , perform the follo wing steps: Proc edure St[...]

3-37 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco CallManager Extension Mobility Logging out of Cisco CallManager Extension Mobility T o log out of Cisco CallManager Ext ension Mobility , perform the follo wing steps: Proc edure Step 1[...]

Chapter 3 Configuring Cisco CallManager Extension Mobility Preparing the User for Cisco Ca llManager Exten sion Mobility 3-38 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]

C H APTER 4-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 4 Configuring Cisco CallManager AutoAttendant This sect ion provides in format ion about co nfiguring Cisco C allMana ger and the Cisc o Cus tomer Res ponse Appl icatio n Engi ne (Cisco CR A Engine) i n prepar ation for dep loying your Cisco CallMa nager Aut oAtte[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Configurin g Cisco CallMan ager for Cisco Cal lManage r AutoAttendan t 4-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Configuring Ci sco CallManag er for Cisco CallManage r AutoAttendan t Before you ca n use Cisco Ca llMan ager AutoA ttendan t (Cisco CallMan age[...]

4-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Configuring Cisco CallManager for Cisco CallManager AutoAttendant Step 6 In the De vice Poo l field, selec t the device pool for t his CTI route point. If no oth er pool has been c reated, select Defa ult . Step 7 Cl[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Configurin g Cisco CallMan ager for Cisco Cal lManage r AutoAttendan t 4-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 6 Use the Device Pool dr op-down arrow to select the device pool for this CTI por t. If there is no ot her pool , select Default . Step 7 C[...]

4-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Configuring Cisco CallManager for Cisco CallManager AutoAttendant Step 3 In the Add a New Us er page , enter t he first nam e (f or example, JT API), last na me (for exam ple, U ser) , and U serID (for example, JT AP[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Configurin g the Cisco CRA Eng ine for Cisco Cal lManage r AutoAttendan t 4-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Configuring the Cisco CRA Engine for Cisco CallManage r Auto Attendant Once you hav e configure d Cisc o CallM anag er for C isco C allMana g[...]

4-7 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant For eff ici ent manage ment of re sources, ea ch type of configurat ion is store d as a profile on the Cisco IP T el ephony Director y server . In [...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Configurin g the Cisco CRA Eng ine for Cisco Cal lManage r AutoAttendan t 4-8 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Step 3 Use Ta b l e 4 - 1 to f ill in the f ields. Step 4 Click the Initialize pr o f ile check box and click OK . Step 5 At the I nstall A p[...]

4-9 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant Step 7 Click Update to enter your changes. If you c licked the Use a Differ ent Repositor y Prof ile check box, th e repos itory configurat ion win[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Configurin g the Cisco CRA Eng ine for Cisco Cal lManage r AutoAttendan t 4-10 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Adding a CT I Port Group T o add a CTI Port G roup, per form the fo llo w ing ste ps: Proc edure Step 1 On the JT API con fig uration page, [...]

4-11 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant T o add a ne w Cisco CallM anager Auto Attendant, pe rform the follo wing step s: Proc edure Step 1 Connect t o the Ap plicati o n Admin istration[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Customi zing Cis co CallM anager AutoAtten dant 4-12 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Customizing Cisco CallManager Auto Attendant By d efault , Ci sco CallMana ger AA pl ays bac k a prerec orded w elco me prom pt and spells out user names. Y ou can cu[...]

4-13 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Customiz ing Cisco Call Manager Auto Attendant Configuring Prompts The M edia C onfiguration page also a llows you to upload new prompt s to th e Cisco C RA Engine , modi fy existin g prompts, and c onfigure the UDP[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Customi zing Cis co CallM anager AutoAtten dant 4-14 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Recording the Welcome Prompt Y ou ca n record pr ompts for Cisco Call Manager A A on any compute r using Micros oft Soun d Recor der . Save the pr ompt as a .wav file[...]

4-15 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Customiz ing Cisco Call Manager Auto Attendant c. Use the Format drop-down arrow , se lect CCITT µ-law . d. Use the Attributes d rop-do wn arro w to select 8.000 kHz, 8 Bit, Mono 7 kb/sec . e. Click Sa ve As and en[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Customi zing Cis co CallM anager AutoAtten dant 4-16 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Uploading a Spoken Name T o upload Cisco CallMan ager AutoAttendan t (Cisco CallM anager AA) spok en names in your use rs' voices, upload t he corres ponding .wa[...]

4-17 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 4 Conf iguring Cisco CallM anager Aut oAttend ant Customiz ing Cisco Call Manager Auto Attendant Uploading a Batch of Spoken Names If you need t o upload a large num ber of spoken nam es at once, use the SpokenNameBulkUpload.ba t utility , p rovided on the applicat[...]

Chapter 4 Configuring Cisco C allManager AutoAttendant Customi zing Cis co CallM anager AutoAtten dant 4-18 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]

C H APTER 5-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 5 Administering Cisco CallManager Extended Service s This secti on provides infor mation ab out mana ging the Cisco Ca llMana ger Exten d ed Ser v ices after you h ave c onfi gured th e services. T opics includ e: • Managin g the Cisco CR A Engine, pa ge 5-1 •[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Managin g the Cisco CRA Engin e 5-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Starting and S topping the Cisco CRA En gine Y ou ca n use the Cisco Custo mer Response A pplication (C isco CRA) Adm inis tration w eb page s to start and stop the C isc[...]

5-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Managi ng the Ci sco CRA En gine Changing Engine Configuration T o mod ify the engi ne param eters fo r the profile you have chosen , perform t he following steps: Proc edure Step 1 Select Engine > Conf igure[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Managin g the Cisco CRA Engin e 5-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Setting Tr ace File Options T race f iles are log s that reco rd applicatio n engine acti vity . Y ou can use the trace fi le to identify sy stem or applicatio n script p[...]

5-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Managi ng the Ci sco CRA En gine Step 3 Click Update to sa ve your ch anges. Setting Trace Level Options The Trace Configuratio n page also pr ovides a series of ch eck boxes that set the trace level for va r io[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Managin g the Cisco CRA Engin e 5-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Ta b l e 5 - 3 summarizes th e acti ve engine acti vities that you can monito r . T able 5-3 A ctive T r ace lev el activity options Fiel d or option Descr iption ADM Adm[...]

5-7 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Managi ng the Ci sco CRA En gine Ta b l e 5 - 4 lists the inacti ve T r ace lev el options ac tivities th at can be moni tored. Viewing Trace Files After you ha ve selected th e trace f ile options th at you wan[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Using Cisco CRA Real-tim e Reporting 5-8 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Using Cisco CRA Re al-time Reporting The Cisco IP T elephony system pro vides a real-time reporting utility , impleme nted as a Java applet comm unicatin g with the [...]

5-9 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Using C isco CRA Re al-ti me Repor ting Step 5 Specify a target direc tory for the inst aller a nd clic k Sav e . After the do wnload compl etes, double-click CiscoCR A2_1Reporti ng.exe and foll ow the pr omp ts[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Using Cisco CRA Real-tim e Reporting 5-10 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Ta b l e 5 - 5 summ arizes the mea ning of each f ield on this pag e. T able 5-5 Sys tem T otals Field Descriptio n T otal Session s T otal num ber of sessions run [...]

5-11 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Using C isco CRA Re al-ti me Repor ting Monitoring Activity by Applica tion T o monitor acti vity by applic ation, select the Applica tion Activity optio n from the Repo rting pa ge. The syste m displays the A [...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Using Cisco CRA Real-tim e Reporting 5-12 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Monitoring Activity by Task T o moni tor acti vity b y task, select the Ta s k A c t i v i t y option on the Reportin g page. Ta b l e 5 - 7 summ arizes the mea nin[...]

5-13 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Using Cisco C RA Historical Reporting Printing Repo rts T o crea te a print able version of a re port, pe rform the following steps: Proc edure Step 1 Choose t he Rep ort you want to pr int from the R eports me[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Using Cisco CRA Histori cal Reporting 5-14 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Viewing IP IVR Historical Reports The system sav es a report of IP IVR activity to the Cisco CRA serv e r hard disk e very 24 hours. Th e fi le is n amed wi th the[...]

5-15 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 5 Administer ing Cisco Ca llManager E xtended Services Using Cisco C RA Historical Reporting Enabling His torical Reporting T o enabl e histori cal repor ting, pe rform the fol lowing steps: Proc edure Step 1 Access the Appl ication Administra tion ma in menu, by e[...]

Chapt er 5 Adm inist ering Ci sco Cal lMana ger Extended Se rvic es Using Cisco CRA Histori cal Reporting 5-16 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Changing Historical Repo rting Paramete rs The Cisc o CRA Engine generates hi storical re ports on a daily ba sis.The system stores these reports on your Cisco CRA[...]

C H APTER 6-1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 6 Troubleshooting Cisco CallManager Extended Service s This secti on provides infor mation on trou bleshooti ng error messa ges for Cisc o Call Manage r Ext ende d Serv ices. Th e foll owing top ics ar e inc luded : • Clearing Probl ems with Cisco CallManag er E[...]

Chapter 6 Troubl eshoo ting C isco CallManager Extended Services Clearing Problems w ith Cisco CallMan ager Exten sion Mobi lity 6-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Clearing Gene ral Problems Start with these gen eral troubleshooting tips if any proble ms occur with Cisco CRA applications: • Check th at[...]

6-3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 6 Trou bleshooting Cisco C allManag er Extended S ervices Clearing Problems with Cisco CallMan ager Extension Mobility Device Does Not Allow Logon Action In th e pho ne configura tion pag e, make sure tha t “Enable Exte nsion Mobility Feature” is selecte d . See[...]

Chapter 6 Troubl eshoo ting C isco CallManager Extended Services Clearing Problems w ith Cisco CallMan ager Exten sion Mobi lity 6-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 Login Server Connection Error Action If you ar e running Cisco Cal lManager Extensio n Mobility on an I B M-340 plat form, check that th e sy[...]

6-5 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Chapter 6 Trou bleshooting Cisco C allManag er Extended S ervices Clearing Problems with Cisco CallMan ager Extension Mobility Clearing Pr oblems with C isco CallMa nager Au toAttendant This section descr ibes ho w to clear the follow ing p roblems that ma y impact Cisco Ca[...]

Chapter 6 Troubl eshoo ting C isco CallManager Extended Services Clearing Problems w ith Cisco CallMan ager Exten sion Mobi lity 6-6 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]

IN- 1 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 INDEX A appli cation en gine 1-6 config uring 5-3 stopping 5-2 applicatio ns, monitorin g 5-8 C Cisco CallMa nager 1-6 adding CT I ports 4-3 adding CT I route points 4-2 Cisco CallMan ager AutoAttendan t functionality 1-5 installing 2- 3 no matches fo r user 6-5 overvi ew[...]

Index IN-2 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01 recordi ng th e Welcom e pr ompt 4-14 CTI port s adding in Cisco C allManager 4-3 adding to the applica tion serve r 4-10 CTI route points adding in Cisco C allManager 4-2 D dow nloadi ng trace fil es 5-7 E Error c odes Cisco CallManag er Extension Mobility 6-2 G[...]

IN- 3 Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 Index starting 5-9 reposito ry profile s 4-7 resetting stat istics 5-12 S spo k en na me, upload ing 4-16 starting real- time repo rting tool 5-9 startin g, applicat ion engine 5-2 stopping, applic ation e ngine 5-2 T trace fil es dow nloadi ng 5-7 options 5-4 Troublesho [...]

Index IN-4 Cisco Call Manager Extended Serv ices Admini strator ’s Guide 78-12959-01[...]