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CUCM Configuration Manual for Arc Premium Enterprise

Covering CUCM Versions 6.x, 7.x and 8.x

Version 5.1.x

909

© 2003 - 2010 Arc Solutions (International) Ltd. All rights reservedNo part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without permission from Arc Solutions (International) Limited.

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A Mettoni Limited Company

5th Edition, February 20107th Edition, October 2010

Written by Mark Kent Printed in England

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V5.

1a_0

Call Information Module

Contents

Contents .................................................................................................................................... 1 - 1

Section 6-1: Configuring CallManager 6.x for Arc Premium Enterprise .............................. 6 - 11.1 Call Manager Partitions and Calling Search Spaces.................................................................... 6 - 11.2 Configuring Host PBX Gateway, Voice, Call Parking and Service Queue Devices .................. 6 - 11.3 Configuring Pre CT Gateway and Personal Call Parking Devices .............................................. 6 - 3

1.4 Creating the Main Arc user............................................................................................................ 6 - 41.4.1 End User ...................................................................................................................................... 6 - 41.4.2 User Groups................................................................................................................................ 6 - 6

1.5 XML Agent Service Configuration in CallManager (Optional) ................................................ 6 - 10

Section 6-2: Configuring TAPI and Testing Arc Premium Enterprise .................................. 6 - 122.1 Cisco (TAPI) TSP................................................................................................................................ 6 - 12

2.1.1 Installing the Cisco TSP............................................................................................................... 6 - 122.1.2 Configuring the Cisco TSP ......................................................................................................... 6 - 12

Section 6-3: Testing TAPI using Phone.exe........................................................................... 6 - 153.1 Arc Connect: A Simple Test............................................................................................................ 6 - 15

3.1.1 Confirming Console Operator .................................................................................................. 6 - 163.1.2 Confirming Agent....................................................................................................................... 6 - 17

Section 6-4: Configuring access for the Arc CUPs Server .................................................. 6 - 18


1.4 Creating the Main Arc user............................................................................................................ 7 - 41.4.1 Application User............................................................................................................................ 7 - 41.4.2 User Groups................................................................................................................................ 7 - 6

1.5 XML Agent Service Configuration in CallManager (Optional) .................................................. 7 - 9



Section 7-3: Testing TAPI using Phone.exe........................................................................... 7 - 153.1 Arc Connect: A Simple Test............................................................................................................ 7 - 15

3.1.1 Confirming Console Operator .................................................................................................. 7 - 163.1.2 Confirming Agent....................................................................................................................... 7 - 17

Section 7-4: Configuring access for the Arc CUPs Server .................................................. 7 - 18


1.4 Creating the Main Arc user............................................................................................................ 8 - 41.4.1 Application User............................................................................................................................ 8 - 41.4.2 User Groups................................................................................................................................ 8 - 6

1.5 XML Agent Service Configuration in CallManager (Optional) .................................................. 8 - 9



1CUCM Configuration Guide for Arc Connect

Section 8-3: Testing TAPI using Phone.exe.......................................................................... 8 - 173.1 Arc Connect: A Simple Test............................................................................................................8 - 17

3.1.1 Confirming Console Operator ..................................................................................................8 - 183.1.2 Confirming Agent .......................................................................................................................8 - 19

Section 8-4: Configuring access for the Arc CUPs Server.................................................. 8 - 20

2


Section 6-1: Configuring CallManager 6.x for Arc Premium Enterprise1.1 Call Manager Partitions and Calling Search Spaces

If Partitions and Calling Search Spaces are being used on the CallManager there are some important items to be taken into consideration.

The way in which calls are routed down to operators, transferred to extensions and recalled to the operator means that many devices are used to complete a route. Because of this Partitions and Calling Spaces play a very important role that can affect the Operator functionality. To counteract potential problems you should set up a new partition Arc Partition and a new Calling Search Space Arc Search Space, which includes all partitions. The new Partition and Calling Search Space should be allocated to the entire Arc devices, Pre CT Gateways, Host PBX Gateways, Service Queue, and Voice Port(s). Alternatively, use any other CSS that has full routing access to a partition that is accessible from anywhere.

1.2 Configuring Host PBX Gateway, Voice, Call Parking and Service Queue Devices

Host PBX Gateway ports for the Arc Premium Enterprise system are where the calls are held prior to delivery to the client applications. To support the inclusion of Music on Hold from Call Manager the ports should be configured as CTI Ports, which means that they need a voice capability i.e. set up within the limits of the max number of Automated Voice Lines on the Cisco TAPI tsp.

Within Cisco Unified CM Administration

1. Select Device > Phone

2. Click to add a new CTI Port

3. Select CTI Port from the drop down list.

6 - 1CUCM 6.x Configuration Manual for Arc Premium Enterprise

4. Click Next.

5. Enter the relevant information for the port including the Music On Hold source. This is configured via the User Hold MOH Audio Source field

6. Click Save.7. The following screen allows you to select the Line to add a device Number to the port.

Click on the Line [1] - Add new DN link in the Association Information box.

8. The Directory Number Configuration window appears

9. Enter the information as shown above including the partition.

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10. Click Save to complete.

1.3 Configuring Pre CT Gateway and Personal Call Parking Devices

Within Cisco Unified CallManager Administration

1. Select Device > CTI Route Point.

2. Select to add a new CTI Route Point.

3. Insert a Device Name and Description of Pre CT Gateway.4. Select a Device Pool and Location as required. 5. Select Save.

6. To configure the directory number, select Add a new DN in the Associated Information section towards the bottom of the page.


.

7. Enter the Directory Number, Partition and Calling Search Space as required8. To provide resilience you can also enter a destination in the Forward No Answer

section. This will forward the call to the selected destination if Arc cannot answer the call for any reason.

9. Select Save. 10. You should create a separate CTI Route Point for every Pre-Gateway port required. This

can be done by using the Copy facility to create the next route point.11. Edit the Device Name and Description.12. Enter the Device Pool as Default.

If you do not use the Copy facility you will have to repeat steps 7 to 12 for each of the new Route Points.

13. When all of the CTI Route Points have been entered click Update to complete the configuration.

1.4 Creating the Main Arc userA User Account has to be specified within CallManager to allow applications like Arc that connect through TAPI to access it. There should be an Arc Server User, which has all the Arc Devices associated. In CCM 6.x this should be set up as an End User.

This process requires setting up an End User, then create a User Group with the correct Roles associated, and finally associate the End User with that User Group.

1.4.1 End UserWithin Cisco Unified CallManager Administration

Select User Management > End User

1. Using the icon, add a new user called ArcServer (or name of your choice). Click on Save.

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2. Scroll down the screen and click on Device Association. All devices need to be allocated to this User that are to be used by the Arc Server. These include all CTI Ports and Route Points created for Arc's use, all extensions to be used by Arc clients and all devices required for the Busy lamp display.

* Note: If you are working with version 5.0.2 of the Arc Enterprise Operator Console and CTI Server you only have to associate devices that require fixed BLF and Paging.


3. Within the User Device Association screen, select the relevant Devices from the list and click on Save Selection/Changes.

4. Return to the End User Account and confirm that the devices have been associated. Click on Save.

1.4.2 User GroupsThe End User account now needs to be associated to a

Select User Management > User Group

1. Add a Name for the User Group2. Select Save.

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3. Select Add End Users to Group

4. Select the User already configured for the Arc Server (in this example ArcServer), and click Add Selected.


5. The next step requires you to add Roles to the User Group. To do this return to the main

User Group Page and on the right hand side of the screen click the icon next to our ArcServer account..

6. At this window select the Assign Role to Group button.

7. Scroll down the list and select the Cisco Computer Telephony Interface (CTI) options, and click Add Selected. The following checkboxes must be selected,

Standard CTI Allow Call Park MonitoringStandard CTI Allow Calling Number ModificationStandard CTI Allow Control of All DevicesStandard CTI Allow Reception of SRTP Key MaterialStandard CTI Enabled

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Select Standard AXL API Access to use the scalable BLF functionality that is available with version Arc Enterprise 5.0.2..

Do Not include Standard CTI Secure Connection in the selection as this will encrypt the data and stop the software from working correctly.

8. The Roles have now been added, click Save

9. Open the End User account (User Management > End User)


10. Add to User Group and select the Group that has just been set up. Click on Save.

The set up of the End User account is now complete.

1.5 XML Agent Service Configuration in CallManager (Optional)

The XML Agent Service needs to be configured in CCM and then subscribed to the phone(s) from which the application needs to be run.

Following steps will guide you in configuring the Service.

1. Open the main CCM page in the browser. The URL for this is: https://<IP of CallManager>/ccmadmin

2. Click on Device > Device Settings > Phone Services

3. Click on Add New.4. In the Service Name box, type the name of the service that you want to display on the

phone. A suitable name would be XML Agent.

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5. In the Service Description box, type the description of the service.6. In the Service URL box type in the URL where the .asp pages have been placed i.e.

http://<IP address of the PC where asp pages reside>/XMLAgent/Scripts/Login.asp.7. Click the Save button.

Subscribing Service to the Phone

1. On the main CCM page in the browser. The URL for this is: https://<IP of CallManager>/ccmadmin

2. Click on Device and select sub menu Phone.3. Click the Find button. To get the list of IP Phones configured in CCM.4. From the list, select the phone that you wish to subscribe the above-created service.5. In the top right corner select Subscribe/Unsubscribe Services and Go from the drop

down menu.

6. Select the service XML Agent from the drop down list and click the Next button.

7. Click the Subscribe button on the next screen.8. Click Save on the next screen.


Section 6-2: Configuring TAPI and Testing Arc Premium Enterprise2.1 Cisco (TAPI) TSP

The Cisco TSP (Telephony Service Provider) provides the TAPI (Telephony Application Programming Interface) information that the Arc Premium Enterprise Servers require.

A user needs to be created for the Arc Server that has the ability to use the following devices in TAPI:

All Pre Queue Gateways DevicesAll Gateway Devices.All Voice Ports.All extensions that will be used by the Console operators.All extensions that will be monitored in the Busy Lamp Field by an Operator.

2.1.1 Installing the Cisco TSPThe TSP is required to be installed only on the Arc Server Machine(s).1. Open the web browser and point to the Cisco CallManager Administration.2. Select the Application > Plugins

3. Click on the Find button.4. A list of available plugins will be displayed, scoll down to the Cisco Telephony Service

Provider, and click on the word Download to the left of the text.5. The install can either be run directly, or copied to the desktop and run later.

(CiscoTSP.exe). 6. When installing the TSP, follow the on screen instructions to complete the installation.

2.1.2 Configuring the Cisco TSP1. Go to the Control Panel and Select Phone and Modem Options.

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2. Click on the Advanced tab

3. If the Cisco TSP is installed correctly, then it should be seen in this list.4. To configure the TSP, select it in the TSP list and click the Configure button.

5. Ensure that TSP is the correct version. (The Arc Premium Enterprise Installation and Configuration Manual has a compatability matrix with this information displayed).

6. Then click the User tab.7. Enter the User Name and Password for the Call Manager User that was setup for the

machine.

8. Select the CTI Manager tab

9. Enter the Name or IP Address of the Call Manager CTI Manager that you require to obtain your TAPI information from. A second CTI Manager can be used for resilience if required and available.


10. Select the Wave tab

11. Enter the Desired number of possible Automated Voice Lines. This will be the number of Service, Voice and Host PBX Gateway devices that are being run from the server machine. There is a maximum of 255 lines available on a single server. Once this figure is set you will need to (re)install the Cisco TAPI WAVE driver. Click on Apply.

Whenever this number is changed, you will also need to uninstall and reinstall the Cisco TAPI WAVE driver. The instructions on how to do this are included on the Cisco TSP readme file.

12. Click OK.13. Reboot all computers that the TSP has been installed on.14. When installing the TSP on the Arc Server machine you will also need to install the Cisco

Wave Driver. Instructions on installing this are found in a text file, which can be found in c:\Program Files\Cisco\CiscoTSP.txt

15. The TAPI must now be tested independently of Arc Premium Enterprise. Close down all Arc Enterprise applications.

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Section 6-3: Testing TAPI using Phone.exePhone.exe is an application available from www.Julmar.com (Select the TAPI page and scroll down to TAPI Soft Phone and download). This application can be used to test the TAPI wave driver and TSP connections.

1. Open Phone.exe2. Check that you can view all of the devices configured in your arc user.3. Choose a host PBX port and select start session.4. Make a call to a telephone. If the call can be made and completed, then the TAPI

configuration is correct. Otherwise, recheck the TAPI settings.

3.1 Arc Connect: A Simple Test

1. Open the Arc Connect Server from Start > Programs > Arc Connect > Arc Connect Server

2. If you require Music on Hold this must be set on the server. Select Configuration > Preferences > Call Handling


Check the box or boxes you require when music is to be played namely after voice messaging and/or when an Operator puts a call on hold. If you require music between messages you must select the Enable Gateway Voice Messaging checkbox. Click OK to continue.

3. Click on File > Start CT Server

4. A successfully started server will show the above status:

3.1.1 Confirming Console Operator 1. Click on the Console Connect tab.2. Dial one of the Console Queue locations configured as Console Queues.3. This tab shows the number of calls waiting for Console Queues.4. After dialling the call, the Calls Waiting indicator should show one call.5. Open the Operator Console and login as an Operator.

PBX The server has successfully Connected to the PBX.

Config Database The Server has successfully Connected to the Configuration Database.

Log Database The Server has successfully Connected to the Logging Database.

Comms: The Server has successfully found I.P. Activite

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6. You will see that a call is waiting in the Console Queue.7. Click the + key to answer the call.8. Click Page Down to put the call on hold.9. Click Page Down again to retrieve the call.10. Type in the number of another extension and click Enter.11. A call should be made from the Operator to that extension.12. Click the Enter key again and the call will be transferred to the third extension and the

Operator console will be free.

3.1.2 Confirming Agent1. Log in Agent2. Make the Agent available.3. Dial the ACD Queue location 8502.4. Answer the call.5. Put the call on hold via the application.6. Retrieve the call from the application.7. End the call.8. See wrap up time activated.


Section 6-4: Configuring access for the Arc CUPs ServerIt is important that the Arc CUPs Server Address is added to the firewall information on the Cisco Unified Presence Server (CUPS).

To do this go to Cisco Unified Presence menu, and select Proxy Server and Incoming ACL (access control list).

The page Find and List Allowed Incoming Hosts will be displayed..

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Click on Add New and enter the Description and Address Pattern.

Click on Save.

Confirm the address and description have been added.


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3. Select CTI Port from the Phone Type drop down list.


4. Click Next.






7 - 2

.







1.4 Creating the Main Arc userA User Account has to be specified within CallManager to allow applications like Arc that connect through TAPI to access it. There should be an Arc Server User, which has all the Arc Devices associated. In CCM 7.x this should be set up as an Application User.

This process requires setting up an Application User, then create a User Group with the correct Roles associated, and finally associate the Application User with that User Group.

1.4.1 Application UserWithin Cisco Unified CallManager Administration

Select User Management > Application User

1. Using the icon, add a new user called Arc Server (or name of your choice). Click on Save.

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2. Scroll down the screen and click on Find more Phones in the Device Information part of the screen. All devices need to be allocated to this User that are to be used by the Arc Server. These include all CTI Ports and Route Points created for Arc's use, all extensions to be used by Arc clients and all devices required for the Busy lamp display.

* Note: If you are working with version 5.0.2 of the Arc Premium Enterprise Operator Console and CTI Server you only have to associate devices that require fixed BLF and Paging.


3. Within the Find and List Phones screen, select the relevant Devices from the list and click on Add Selected.

4. Return to the Application User Account and confirm that the devices have been associated. Click on Save.

5. Repeat Steps 2 and 3 using the Find more Route Points option to associate the previously created route point devices.

1.4.2 User GroupsThe Application User account now needs to be associated to a



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3. Select Add App Users to Group

4. Select the Application User already configured for the Arc Server (in this example ArcServer), and click Add Selected.



User Group Page and on the right hand side of the screen click the icon next to our ArcServer Group User Group..



Standard CTI Allow Call Park MonitoringStandard CTI Allow Calling Number ModificationStandard CTI Allow Control of All DevicesStandard CTI Allow Reception of SRTP Key MaterialStandard CTI Enabled

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Select Standard AXL API Access to use the scalable BLF functionality that is available with version Arc Premium Enterprise 5.0.2. onwards.

Standard CTI Allow Control of Phones supporting Rollover Mode. and Standard CTI Allow Control of Phones supporting Connected Xfer and conf have to be enabled for use with environments using phone models 69xx, 7931, 7965, 89xx and 99xx. This is only available from Cisco Unified Communications Manager 7.1.2 onwards.


Select the roles that need to be assigned to this group. The Roles have now been added, click Save

8. Open the Application User account (User Management > Application User)9. Add to User Group and select the Group that has just been set up. Click on Save.

The set up of the Application User account is now complete.










http://<IP address of the PC where asp pages reside>/XMLAgent/Scripts/Login.asp.7. Click the Save button.


1. On the main CCM page in the browser.2. Click on Menu Bar option Device, select sub menu Phone.3. Click the Find button. To get the list of IP Phones configured in CCM.4. From the list, select the phone that you wish to subscribe the above-created service.5. In the top right corner select Subscribe/Unsubscribe Services and Go from the drop

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down menu.











(CiscoTSP.exe). 6. When installing the TSP, follow the on screen instructions to complete the installation.


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5. Ensure that the TSP is the correct version. (The Arc Premium Enterprise Installation and Configuration Manual has a compatability matrix with this information displayed).


machine.









15. The TAPI must now be tested independently of Arc Premium Enterprise. Close down all Arc Premium Enterprise applications.

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7 - 16




7 - 18



Click on Save.



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3. Select CTI Port from the Phone Type drop down list.


4. Click Next.






8 - 2

.







1.4 Creating the Main Arc userA User Account has to be specified within CallManager to allow applications like Arc that connect through TAPI to access it. There should be an Arc Server User, which has all the Arc Devices associated. In CCM 8.x this should be set up as an Application User.

This process requires setting up an Application User, then create a User Group with the correct Roles associated, and finally associate the Application User with that User Group.

1.4.1 Application UserWithin Cisco Unified CallManager Administration

Select User Management > Application User

1. Using the icon, add a new user called Arc Server (or name of your choice). Click on Save.

8 - 4


2. Scroll down the screen and click on Find more Phones in the Device Information part of the screen. All devices need to be allocated to this User that are to be used by the Arc Server. These include all CTI Ports and Route Points created for Arc's use, all extensions to be used by Arc clients and all devices required for the Busy lamp display.

3. Within the Find and List Phones screen, select the relevant Devices from the list and click on Add Selected.

4. Return to the Application User Account and confirm that the devices have been


associated. Click on Save. 5. Repeat Steps 2 and 3 using the Find more Route Points option to associate the

previously created route point devices.

1.4.2 User GroupsThe Application User account now needs to be associated to a



8 - 6


3. Select Add App Users to Group

4. Select the Application User already configured for the Arc Server (in this example ArcServer), and click Add Selected.


User Group Page and on the right hand side of the screen click the icon next to our ArcServer Group User Group..




Standard CTI Allow Call Park MonitoringStandard CTI Allow Calling Number ModificationStandard CTI Allow Control of All DevicesStandard CTI Allow Reception of SRTP Key MaterialStandard CTI EnabledStandard AXL API AccessStandard CTI Allow Control of Phones supporting Rollover ModeStandard CTI Allow Control of Phones supporting Connected Xfer and conf


8 - 8


Select the roles that need to be assigned to this group. The Roles have now been added, click Save

8. Open the Application User account (User Management > Application User)9. Add to User Group and select the Group that has just been set up. Click on Save.

The set up of the Application User account is now complete.










http://<IP address of the PC where asp pages reside>/XMLAgent/Scripts/Login.asp.7. Click on the Enable Service check box.8. Click the Save button.


1. On the main CCM page in the browser.2. Click on Menu Bar option Device, select sub menu Phone.3. Click the Find button. To get the list of IP Phones configured in CCM.4. From the list, select the phone that you wish to subscribe the above-created service.5. In the top right corner select Subscribe/Unsubscribe Services and Go from the drop

down menu.

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(CiscoTSP.exe). 6. During the installation, you will be asked if you want to install multiple instances of TSP .

Click No. You can also select the Destination Folder to install the TSP.

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7. Enter the Application User ID of the user that was created for the CallManager and Password (including verifying the Password) required. Enter the IP Address of the CTI Manager. Click on Next.


8. Select Use Cisco Wave Driver. Click on Next.

9. A window will display the progress of the installation.

10. The Installation is complete, click on Finish to complete

11. After a successful installation the setup will prompt you to restart the system. You must restart the machine for the changes to take effect


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5. Ensure that the TSP is the correct version. (The Arc Premium Enterprise Installation and Configuration Manual has a compatability matrix with this information displayed).


machine.









15. The TAPI must now be tested independently of Arc Premium Enterprise. Close down all Arc Premium Enterprise applications.

8 - 16









8 - 18




8 - 20



Click on Save.



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