321 Studios Dishwasher 78 12959 01 User Manual

Cisco CallManager

Extended Services

Administrator’s Guide

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Cisco Systems, Inc.

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San Jose, CA 95134-1706

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Text Part Number: 78-12959-01

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C O N T E N T S

Preface ix

Audience ix

Organization x

Related Topics:

•

Configuring Cisco CallManager Extension Mobility, page 3-1

Configuring the Cisco CRA Engine, page 3-10

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Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Configuring the Cisco CRA Engine

To configure the Cisco Customer Response Application (CRA) Engine for

Cisco CallManager Extension Mobility, perform the following procedures:

1. Adding the Login Application, page 3-10

2. Adding the Logout Application, page 3-13

3. Adding the Login Application Trigger, page 3-15

4. Adding the Logout Application Trigger, page 3-17

Adding the Login Application

To add the Login Application for Cisco CallManager Extension Mobility,

perform the following steps:

Procedure

Step 1

Step 2

Connect to the application server by using the following URL:

http://servername/AppAdmin

where servername is the DNS name or IP address of your

Cisco Customer Response Application Engine (Cisco CRA Engine).

Click Generic Applications.

The Application page displays.

Step 3

Step 4

On the Application page, click Add new application.

In the Application Name field, enter any name for the application (for example,

Step 5

At the Cisco Script Application Configuration page, use the drop-down arrow and

select the hotel.aef script. The system populates the script name with hotel.aef, as

shown in Figure 3-3.

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Figure 3-3 Selecting the Login Application

Step 6

Step 7

Click Next.

In the Application ID field, enter a unique Application Identifier between 1 and

50.

Step 8

In the Maximum Number of Sessions field, enter the number of concurrent HTTP

sessions between 1 and 50.

Step 9

At the Enabled field, enter Yes.

Step 10 Enter the following parameters: the user name and password of the user you

created in the “Creating a New Application User” section on page 3-7.

See Figure 3-4.

Step 11 Click Update.

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Figure 3-4 Adding the Login Application

Related Topics:

•

Creating a New Application User, page 3-7

Adding the Logout Application, page 3-13

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Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Adding the Logout Application

To add the Logout Application for Cisco CallManger Extension Mobility,

perform the following steps:

Procedure

Step 1

On the Application Administration page, click Generic Applications. This takes

you to the Application page.

Step 2

Step 3

On the Application page, click the Add new application link.

In the Application Name field, enter any name for the application (for example,

Logout).

Step 4

At the Cisco Script Application Configuration page, use the drop-down arrow and

select the hotelOut.aef script. The system populates the script name with

hotelOut.aef (see Figure 3-5).

Figure 3-5 Selecting the Logout Application

Step 5

Click Next.

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Procedures for Configuring Cisco CallManager Extension Mobility

Step 6

Step 7

In the Application ID field, enter a unique Application Identifier between

1 and 50.

In the Maximum Number of Sessions field, enter the number of concurrent HTTP

sessions between 1 and 50.

Step 8

Step 9

At the Enabled field, enter Yes.

Enter the following parameters: the user name and password of the user you

created in Creating a New Application User, page 3-7. (See Figure 3-6.)

Step 10 Click Update.

Figure 3-6 Adding the Logout Application

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Procedures for Configuring Cisco CallManager Extension Mobility

Related Topics:

•

Adding the Login Application, page 3-10

Adding the Login Application Trigger, page 3-15

Adding the Login Application Trigger

To add the Extension Mobility Login Application Trigger, perform the following

steps:

Procedure

Step 1

Step 2

Step 3

On the Application Administration page, click the HTTP Triggers link.

Click Add new HTTP Trigger.

At the Trigger Name field, enter a trigger (for example, /login).

Tips

Be sure to start your Trigger Name with a backward slash: “/”.

Step 4

Select the application you created in the “Adding the Login Service” section on

page 3-19 (for example, Login).

Step 5

Step 6

In the Maximum Number of Sessions field, enter the number of concurrent HTTP

sessions between 1 and 50.

At the Enabled field, click Yes (see Figure 3-7).

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Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Figure 3-7 Adding the Login Application Trigger

Step 7

Step 8

Click Update.

Click Return to Main Menu.

Related Topics:

•

Adding the Logout Application, page 3-13

Adding the Logout Application Trigger, page 3-17

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Procedures for Configuring Cisco CallManager Extension Mobility

Adding the Logout Application Trigger

You add the Extension Mobility Logout Application Trigger the same way you

added the Login Application Trigger. Perform the following steps:

Procedure

Step 1

Step 2

Step 3

On the Application Administration page, click the HTTP Triggers link.

Click Add new HTTP Trigger.

At the Trigger Name field, enter a trigger (for example, /logout).

Tips

Be sure to start your Trigger name with a backward slash: “/”.

Step 4

Select the application you created in the “Adding the Logout Service” section on

page 3-21 (for example, Logout).

See Figure 3-8 on page 3-17.

Figure 3-8 Adding the Logout Application Trigger

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Step 5

In the Maximum Number of Sessions field, enter the number of concurrent HTTP

sessions between 1 and 50.

Step 6

Step 7

Step 8

At the Enabled field, enter Y e s .

Click Update.

Click Return to Main Menu.

Related Topics:

•

Adding the Login Application Trigger, page 3-15

Configuring Cisco CallManager for Cisco CallManager Extension Mobility,

page 3-19

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Chapter 3 Configuring Cisco CallManager Extension Mobility

Procedures for Configuring Cisco CallManager Extension Mobility

Configuring Cisco CallManager for Cisco CallManager

Extension Mobility

To configure Cisco CallManager for Extension Mobility, perform the following

procedures:

1. Adding the Login Service, page 3-19

2. Adding the Logout Service, page 3-21

3. Setting the Service Parameters, page 3-23

4. Creating the Default Device Profile for a User, page 3-26

5. Associating a User Device Profile to a User for Cisco CallManager

Extension Mobility, page 3-28

6. Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,

page 3-30

Adding the Login Service

To add the Login Service for Cisco CallManager Extension Mobility, perform the

following steps:

Procedure

Step 1

On the Cisco CallManager server, choose

Start > Programs > Cisco CallManager 3.1 > Administration.

Step 2

Step 3

Step 4

Select Feature.

Use the drop-down arrow to select Cisco IP Phone Services.

At the Service Name field, enter a name for the service which will identify it for

the user (for example, Login).

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Step 5

At the Service URL field, enter the IP address of the application engine and the

HTTP trigger you created in Step 3 of the “Adding the Login Application” section

on page 3-10 (for example, http://AppServerIP: 8080/login).

Caution

Tips

The URL is case-sensitive. Make sure you enter the exact name you entered

for the Login Application Trigger.

Always use port 8080.

See Figure 3-9.

Figure 3-9 Adding the Login Service

Step 6

Click Insert and click Update.

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Related Topics:

•

Adding the Login Application Trigger, page 3-15

Adding the Logout Service, page 3-21

Setting the Service Parameters, page 3-23

Adding the Logout Service

To add the Logout Service for Cisco CallManager Extension Mobility, perform

the following steps:

Procedure

Step 1

Step 2

Step 3

On the Cisco CallManager 3.1 > Administration page, select Feature.

Use the drop-down arrow to select Cisco IP Phone Services.

At the Service Name field, enter a name for the service which will identify it for

the user (for example, Logout).

Step 4

At the Service URL field, enter the IP address of the application engine and the

HTTP trigger you created in Step 3 of Adding the Logout Application, page 3-13

(for example, http://AppServerIP: 8080/logout).

Caution

Tips

The URL is case-sensitive. Make sure you enter the exact name you entered

for the Logout Application Trigger.

Always use port 8080.

See Figure 3-10.

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Figure 3-10 Adding the Logout Service

Step 5

Click Insert and click Update.

Related Topics:

•

Adding the Login Service, page 3-19

Setting the Service Parameters, page 3-23

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Setting the Service Parameters

Setting the Service Parameters in the CallManager Service Parameters

Configuration page allows you to define the maximum login time and the multi

Maximum Login Time

At the Enforce Maximum Login Time, set True or False. True indicates you wish

to define a maximum login time.

At the Maximum Login Time field, enter the maximum login time. This is a

system-wide maximum time specified for logins. After this time, the system

automatically logs out the device.

Note

The automatic logout service is used for all logins if a system maximum login

time is specified. Each login will then have an automatic logout set up for the

maximum duration.

Multi Login Behavior

At the Multi Login Behavior field, select one of the following options:

•

Multiple Logins Allowed: A user can log into more than one device at a time.

Multiple Logins Not Allowed: The second and subsequent login attempts

after a user logs in once successfully will fail.

•

Auto Logout: When a user logs into a second device, they are automatically

logged out of the first device.

The default value is Multiple Logins Not Allowed.

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To set the Service Parameters for Cisco CallManager Extension Mobility,

perform the following steps:

Procedure

Step 1

On the Cisco CallManager 3.1 > Administration page, select Service > Service

Parameters.

The Service Parameters Configuration page displays

Step 2

Step 3

From the pull-down menu, select the server address of your Cisco CallManager.

A new Service Parameters Configuration page displays.

From the Services list box on the left side of the page, choose Cisco Extension

Mobility (see Figure 3-11).

Figure 3-11 Selecting the Logout Service

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A new Service Parameters Configuration page displays.

Figure 3-12 shows the Service Parameters screen, with the service parameter

information entered.

Figure 3-12 Setting the Service Parameters

Step 4

Step 5

At the Login Service Enabled field, select True to enable the user login service.

The default value is True. Selecting false disables the user login service.

At the Enforce Maximum Login Time, set True or False.

If you select True, the service logs a user out of a device automatically after a

maximum login time.

The default value is False.

Step 6

At the Maximum Login Time field, enter the maximum login time

(Hours:Minutes) from 1 to 168:00 (one minute to one week).

The default value is 8:00 (8 hours).

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Step 7

At the Multi Login Behavior field, select one of the following responses:

• Multiple Logins Allowed: A user can log into more than one device at a

time.

• Multiple Logins Not Allowed: The second and subsequent login attempts

after a user successfully logs in once will fail.

• Auto Logout: After a user logs into a second device, he is automatically

logged out of the first device.

The default value is Multiple Logins Not Allowed.

Step 8

Click Update.

Related Topics:

•

Adding the Login Service, page 3-19

Adding the Logout Service, page 3-21

Creating the Default Device Profile for a User, page 3-26

Creating the Default Device Profile for a User

The Default Device Profile contains attributes such as name, description, phone

template, add-on modules, directory numbers, subscribed services, and speed dial

information.

Note

Before proceeding, you must have a device profile name and phone button

template(s) configured. Refer to the Cisco CallManager Configuration Guide.

To add a default device profile for a new user of Cisco CallManager Extension

Mobility, follow these steps:

Procedure

Step 1

Step 2

On the Cisco CallManager Administration page, choose Device > Device Profile.

The page refreshes to the Find and List Device Profiles Page.

Choose the Add a New User Device Profile link in the upper right-hand corner.

The User Device Profile Configuration page displays.

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Step 3

Step 4

At the User Device Profile Name field, enter a name of your choice for the device

profile. This text can be anything that describes this particular user device profile.

In the Phone Button Template field, for both the Cisco IP Phone Models 7960 and

7940, select Default 7960 from the Phone Button Template drop-down list. The

default applies to both Cisco IP Phones. See Figure 3-13.

Figure 3-13 Associating a User Device Profile to a User

Step 5

Note

You can configure one or two Cisco IP Phone Expansion modules for this device

profile by choosing from the add-on module drop-down lists.

You may view a phone button list at any time by choosing the View button list

link next to the phone button template fields. A separate window pops up,

displaying the phone buttons for that particular expansion module.

Step 6

Step 7

Click Insert.

The Directory Number Configuration page appears.

At the Directory Number field, enter the directory number and click Insert.

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Step 8

Step 9

The following prompt appears: The Directory Number has been assigned to the

current device. Click OK to return to the current device.

Click OK.

The page refreshes back to the User Device Profile Configuration page for this

device profile.

On the User Device Profile Configuration page, select Update service.

Step 10 To update services, select the service which you added in the “Adding the Logout

Service” section on page 3-21 .

Step 11 Click Continue.

Step 12 Click Subscribe .

Related Topics:

•

Adding the Logout Service, page 3-21

Associating a User Device Profile to a User for Cisco CallManager

Extension Mobility, page 3-28

Associating a User Device Profile to a User for Cisco CallManager

Extension Mobility

A User Device Profile is associated in the same way that physical devices are

associated, starting with the User Global Directory. To associate a user device

profile to a user for Cisco CallManager Extension Mobility, follow these steps:

Procedure

Step 1

Step 2

Step 3

Step 4

On the Cisco CallManager Administration page, choose

User > Add a New User.

At the Add a New User screen, enter the first name (for example, jean), last name

(for example, brody), and UserID (for example, jbrody).

At the User Password and Confirm Password fields, enter a password of your

choice.

At the PIN field, enter a numeric Personal Identification Number (PIN) of your

choice. Confirm the PIN number.

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Step 5

Step 6

To save your changes and add the user, click Insert.

From the left pane, select Extension Mobility (see Figure 3-14).

Figure 3-14 Associating a User Device Profile to a User

Step 7

Step 8

Click Select Profiles to display the profile that you created in the “Creating the

Default Device Profile for a User” section on page 3-26.

Scroll and click on the box next to the default profile to select the appropriate

profile.

Note

The first profile checked becomes the default profile.

Step 9

Click Update.

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Related Topics:

•

Creating the Default Device Profile for a User, page 3-26

Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,

page 3-30

Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility

To configure the Cisco IP phone for Cisco CallManager Extension Mobility,

follow these procedures:

•

Configuring the Cisco IP Phone Models 7960 and 7940, page 3-30

Subscribing to the Cisco CallManager Login Service, page 3-32

Configuring the Cisco IP Phone Models 7960 and 7940

To configure a new or an existing Cisco IP Phone Model 7960 or 7940 for

Cisco CallManager Extension Mobility, follow these steps:

Procedure

Step 1

Step 2

On the Cisco CallManager Administration page, choose Device > Phone.

The Find and List Phones page displays.

To configure an existing phone, perform the following steps:

a. Choose the fields you want to use to locate a phone. See the

Cisco CallManager Administration Guide for more information.

Note

To find all phones registered in the database, choose Device Name

from the list of fields, and choose “is not empty’ from the list of

patterns; then, click Find.

A list of devices matching the criteria appears.

b. Select the box next to the device you want to configure and click on the

device.

c. Proceed to Step 4.

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Step 3

To configure a new phone, perform the following steps:

a. Click Add a New Phone in the top right corner.

The Add a New Phone page displays.

b. Use a drop-down arrow to select your phone type: Cisco 7960 or Cisco 7940.

c. Click Next.

d. Proceed to Step 4.

Step 4

The Phone Configuration page displays (see Figure 3-15).

Figure 3-15 Configuring a Phone for Cisco CallManager Extension Mobility

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At the Phone Configuration page, enter the Media Access Control (MAC) address

of the phone.

Note

The MAC address of the phone can be found on the back of the unit on the

label next to the word MAC. It can also be found by using the Settings button

on the Phone (79XX), then selecting Network Configuration. Under 3 MAC

Address, the phone’s MAC address appears.

Step 5

Step 6

Step 7

Fill in the remaining parameters as required.

Click Insert when you are finished.

You will see a pop-up prompt: The phone has been inserted in the database. Would

you like to add a directory number for line 1 of the phone now.

Click OK.

The Directory Number Configuration page displays.

Enter the DN of the phone you are configuring at the Directory Number field.

Click Insert.

Step 8

Step 9

Step 10 Click Update.

Step 11 You will see a pop-up prompt: Reset the phone to have the changes take effect.

Click OK.

Step 12 Proceed to the “Subscribing to the Cisco CallManager Login Service” section on

page 3-32.

Subscribing to the Cisco CallManager Login Service

To subscribe to the Cisco CallManager Login Service, follow these procedures:

Procedure

Step 1

Step 2

On the Cisco CallManager Phone Configuration page, select Update Services.

From the drop-down arrow, select the service (for example, login) which you

added in the “Adding the Login Service” section on page 3-19.

Step 3

Click Continue.

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Step 4

Step 5

Click Subscribe. Close the window.

On the Cisco CallManager Phone Configuration page, scroll down to the bottom

of the page. Click the check box to Enable Extension Mobility Feature (see

Figure 3-16).

Figure 3-16 Enabling Extension Mobility

Step 6

At the Log Out Profile field, select Use Current Device Settings.

This creates an Autogenerated Device Profile as the default device profile. When

a logout is executed, the current configuration (the User Device Profile) is

replaced by the Autogenerated Device Profile (the default device profile).

See the “Rules for Configuring Cisco CallManager Extension Mobility” section

on page 3-1 for information about configuring device profiles.

Step 7

Step 8

The remaining fields show the current device information regarding the login

status of the device: Log in UserID; Log In Time; Log Out Time.

Click Update.

Related Topics:

•

Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility,

page 3-30

•

Preparing the User for Cisco CallManager Extension Mobility, page 3-35

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Setting up Anonymous Access on IBM-340 platforms

If you are configuring Cisco CallManager Extended Services on an IBM-340

platform, make sure that the system is set to allow anonymous access to the Login

Service web site. If your system is not set to allow anonymous access, you may

encounter a Login Server Connection Error when attempting to log in to the

phone.

To allow anonymous access, set the IIS to control the password. Perform the

following steps:

Procedure

Step 1

Step 2

On the Cisco CallManager server, choose

Start > Programs > Administrative Tools > Internet Services Manager.

Expand the tree on the left side of the page: machine name > Default Web

Site > LoginService

Step 3

Step 4

Step 5

Step 6

Right click LoginService in the left pane and select Properties.

Click the Directory Security tab.

Under Anonymous access and authentication control, click the Edit button.

Make sure that Anonymous access is checked. Click Edit for the account used

for anonymous access.

Step 7

Step 8

Step 9

Verify that “Allow IIS to control password” is checked.

Click OK.

Step 10 Close Internet Services Manager.

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Preparing the User for Cisco CallManager Extension Mobility

Preparing the User for CiscoCallManager

ExtensionMobility

Once you have configured the system for Cisco CallManager Extension Mobility,

provide the phone user with the following information:

•

notification of the feature’s availability

the name you have given the login service and logout service for

Cisco CallManager Extension Mobility (for example, login service and

logout service)

•

their password, UserID and PIN

the URL for the Cisco IP Phone Menu Options web page for the user to

change their password and PIN

•

instructions on logging in and logging out, including any information on

Service Parameters you have set defining login and logout (see Setting the

Service Parameters, page 3-23)

You can provide the following procedures to the phone user to enable them to use

the Cisco CallManager Extension Mobility feature:

•

Logging in to Cisco CallManager Extension Mobility, page 3-36

Logging out of Cisco CallManager Extension Mobility, page 3-37

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Logging in to Cisco CallManager Extension Mobility

To log in to Cisco CallManager Extension Mobility, perform the following steps:

Procedure

Step 1

Step 2

From a Cisco IP 7960/7940 Phone, press the services button.

From the list of displayed services, select the login service defined by your

administrator for Cisco CallManager Extension Mobility (for example, login

service).

Step 3

Step 4

The phone prompts you to enter your UserID and Personal Identification Number

(PIN).

Click Submit to access your login service or click Cancel to exit.

The phone adopts your user device profile information such as directory

number(s), speed dials and services.

Note

Your administrator provides you with your password, UserID, PIN, and the

URL for your Cisco IP Phone User Options web page. To change your

password and PIN, go to the web page and follow the instructions.

Step 5

Proceed with using the phone.

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Logging out of Cisco CallManager Extension Mobility

To log out of Cisco CallManager Extension Mobility, perform the following

steps:

Procedure

Step 1

Step 2

From a Cisco IP 7960/7940 Phone, click on the Services button.

From the list of displayed services, select the logout service defined by your

administrator for Cisco CallManager Extension Mobility (for example, logout

service).

Step 3

The phone returns to its original user device profile.

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C H A P T E R

Configuring Cisco CallManager

AutoAttendant

This section provides information about configuring Cisco CallManager and the

Cisco Customer Response Application Engine (Cisco CRA Engine) in

preparation for deploying your Cisco CallManager AutoAttendant

(Cisco CallManager AA).

Perform the following procedures to configure your Cisco CallManager AA:

1. Configuring Cisco CallManager for Cisco CallManager AutoAttendant,

page 4-2

2. Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant,

page 4-6

3. Customizing Cisco CallManager AutoAttendant, page 4-12

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Configuring Cisco CallManager for Cisco CallManager AutoAttendant

Configuring CiscoCallManager for

Cisco CallManager AutoAttendant

Before you can use Cisco CallManager AutoAttendant (Cisco CallManager AA),

you must configure Cisco CallManager. The following steps illustrate the basic

configuration principles and describe a simple configuration to test your

installation.

1. Adding CTI Route Points in Cisco CallManager, page 4-2

2. Adding CTI Ports in Cisco CallManager, page 4-3

3. Creating a Cisco CallManager User for Cisco CallManager AutoAttendant,

page 4-4

Adding CTI Route Points in Cisco CallManager

To add a CTI route point in Cisco CallManager for Cisco CallManager

AutoAttendant (Cisco CallManager AA), perform the following steps:

Procedure

Step 1

On the Cisco CallManager server, choose

Start > Programs > Cisco CallManager 3.1 > CallManager Administration.

You can also connect to the Cisco CallManager web server using any computer on

your network by using the following URL:

http://servername/ccmAdmin

where servername is the DNS name or IP address of your Cisco CallManager

server.

You will be prompted for a network username and password.

Choose Device > Add a New Device.

Step 2

Step 3

Step 4

Step 5

Use the Device Type drop-down arrow to select CTI Route Point.

Click Next.

In the Device Name field, enter a name of your choice for the CTI route point.

Choose a name that is descriptive.

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Step 6

In the Device Pool field, select the device pool for this CTI route point. If no other

pool has been created, select Default.

Step 7

Step 8

Click Insert.

In the left pane of the CTI Route Point Configuration window, click

Line 1-click to add.

Step 9

In the Directory Number field, enter the directory number for this CTI route point.

This is the number that users will dial to reach this CTI route point (for example,

4000).

Step 10 Click Insert and Close. Now you need to add CTI ports to Cisco CallManager.

Adding CTI Ports in Cisco CallManager

All CTI ports in a CTI port group must have consecutive directory numbers. For

example, if you want four CTI ports in a particular CTI port group, and the first

is number 9001, the rest of the ports will automatically be configured 9002

through 9004.

To add CTI ports in Cisco CallManager, perform the following steps:

Procedure

Step 1

On the Cisco CallManager server, choose

Start > Programs > Cisco CallManager 3.1 > CallManager Administration

You can also connect to the Cisco CallManager web server using any computer on

your network by using the following URL:

http://servername/ccmAdmin

where servername is the DNS name or IP address of your Cisco CallManager

server.

Step 2

Step 3

Step 4

Step 5

Choose Device > Add a New Device.

Use the Device Type drop-down arrow to select Phone and click Next.

Use the Phone Type drop-down arrow to select CTI Port and click Next.

In the Device Name field, enter a name for the device (for example, CTI_Port1).

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Step 6

Use the Device Pool drop-down arrow to select the device pool for this CTI port.

If there is no other pool, select Default.

Step 7

Step 8

Step 9

Click Insert.

In the left pane of the Phone Configuration window, click Line 1 - click to add.

In the Directory Number field, enter the directory number of this CTI port (for

example, 4001).

Note

CTI port groups must contain sequential CTI port directory numbers.

Step 10 Click Insert and Close.

You can continue to add ports using consecutive numbers. After you have added

and configured CTI ports for Cisco CallManager AA, configure a

Cisco CallManager user for the Cisco CallManager AA.

Creating a Cisco CallManager User for

Cisco CallManager AutoAttendant

To create a Cisco CallManager user for Cisco CallManager AutoAttendant

(Cisco CallManager AA), perform the following steps:

Procedure

Step 1

On the Cisco CallManager server, choose

Start > Programs > Cisco CallManager 3.1 > CallManager Administration.

You can also connect to the Cisco CallManager web server by using the following

URL:

http://servername/ccmAdmin

where servername is the DNS name or IP address of your Cisco CallManager

server.

You will be prompted to enter the network password.

Step 2

Choose User > Add a New User.

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Configuring Cisco CallManager for Cisco CallManager AutoAttendant

Step 3

Step 4

Step 5

Step 6

In the Add a New User page, enter the first name (for example, JTAPI), last name

(for example, User), and UserID (for example, JTAPIUser).

Enter a password of your choice in the User Password and Confirm Password

fields.

At the PIN field, enter a numeric Personal Identification Number (PIN) of your

choice. Confirm the PIN number.

Click the Enable CTI Application Use check box.

Caution

When you create a Cisco CallManager user for

Cisco CallManager AA, you must click the

Enable CTI Application Use check box on the Cisco CallManager

Add a New User page. If you do not click the Enable CTI

Application Use check box, the Cisco CRA Engine will be unable

to receive calls from Cisco CallManager.

Step 7

Step 8

Click Associate Devices.

In the User Devices Assignment Window, check the boxes associated with the

Device Name fields.

In order to use the examples provided here, check the following items.

•

AA_RP

CTI_Port1

CTI_Port2

Step 9

Make sure the No Primary Extension radio button is selected.

Step 10 Click Insert.

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Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

Configuring the CiscoCRAEngine for

Cisco CallManager AutoAttendant

Once you have configured Cisco CallManager for Cisco CallManager

AutoAttendant, configure the Cisco Customer Response Application

(Cisco CRA) Engine to communicate with Cisco CallManager and the

Cisco IP Telephony Directory. To do this, perform the following procedures:

1. Configuring Directory Information, page 4-6

2. Configuring the JTAPI Subsystem on the Cisco Customer

Response Application Engine, page 4-9

3. Adding a CTI Port Group, page 4-10

4. Adding a New Cisco CallManager AutoAttendant, page 4-10

Configuring Directory Information

The Cisco IP Telephony Directory server stores two types of information used by

your Cisco Customer Response Application (Cisco CRA) Engine. First, it stores

directory information, which includes CTI port and routing configurations.

Second, it contains the repository subdirectory, which stores the applications you

create with the Cisco CRA Engine.

If your Cisco IP Telephony solution includes one application server and one

Cisco IP Telephony directory, the directory configuration information will be the

same for both the directory and the repository.

It is also possible for the application server to receive directory information from

one Cisco IP Telephony Directory and application script from a repository on

another server. In this scenario, the directory and repository would have different

configurations.

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Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

For efficient management of resources, each type of configuration is stored as a

profile on the Cisco IP Telephony Directory server. In the event of a system failure

or reallocation of application servers, you can upload a directory profile from the

Cisco IP Telephony Directory to a replacement application server.

Note

Directory profiles can only be used by one application server at a

time.

Repository profiles can be used to centralize the storage of application script.

Unlike directory profiles, repository profiles may be shared by more than one

application server.

To configure Directory information on the application server, perform the

following steps:

Procedure

Step 1

Connect to the Application Administration web server by using the following

URL:

http://servername/AppAdmin

where servername is the DNS name or IP address of your application server.

If you are using the computer that is running the application server, you can

connect to the web pages by choosing:

Start > Programs > Cisco CRA Administrator

> Application Administration.

You will be prompted to enter the network username and password.

Step 2

At the Cisco Customer Response Setup page, click Setup.

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Step 3

Use Table 4-1 to fill in the fields.

Table 4-1 Directory Configuration

Field

Description

Hostname or IP address of the Cisco IP

Default for DC Directory

Directory hostname

Telephony Directory server used by the current

Application Engine profile.

Directory port number

Directory user (DN)

The port number of the Cisco IP Telephony

Directory.

8404

The user name (also called the distinguished

cn=Directory Manager,

name) configured on the directory server for the o=cisco.com

user that has permission to modify the

Cisco IP Telephony tree and object entries.

Directory password

Base Context

The password for the Directory user.

ciscocisco

The branch of the Cisco IP Telephony Directory o=cisco.com

tree that contains the Cisco configuration

information.

Server Type

The type of LDAP directory—MS Active

Directory, Netscape Directory Server 4.0, or DC

Directory.

DC Directory

Configuration Profile

Name

The profile name that identifies this engine

configuration.

Step 4

Step 5

Click the Initialize profile check box and click OK.

At the Install Application Scripts Installation completed prompt, click

Main Menu.

Step 6

If you want to maintain separate profiles for your directory and repository

configurations, click the Use a Different Repository Profile check box.

Note

By default, the application server will use the directory

configuration information to build the application repository

configuration.

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Step 7

Click Update to enter your changes.

If you clicked the Use a Different Repository Profile check box, the repository

configuration window appears. Complete these fields with the configuration

information appropriate for your repository directory.

Configuring the JTAPI Subsystem on the Cisco Customer

Response Application Engine

After you complete the directory configuration, you must configure the JTAPI

subsystem on the Cisco Customer Response Application Engine

(Cisco CRA Engine). The Cisco CRA Engine uses the JTAPI subsystem to send

and receive calls from Cisco CallManager.

To configure the JTAPI Subsystem, perform the following steps:

Procedure

Step 1

Step 2

Step 3

At the Application Administration Main Menu, click the JTAPI link in the

Options column.

In the CallManager field, enter the IP address or DNS name of the Cisco MCS

running Cisco CallManager.

In the Username field, enter the Cisco CallManager UserID you defined in

“Creating a Cisco CallManager User for Cisco CallManager AutoAttendant”

section on page 4-4 (for example, JTAPIUser).

Step 4

Step 5

Enter the password you defined for this UserID in the Password field.

Click Update to enter your changes.

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Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

Adding a CTI Port Group

To add a CTI Port Group, perform the following steps:

Procedure

Step 1

Step 2

On the J T API configuration page, click the Add new CTI Port Group link.

On the Add a new CTI Port Group page, use the Type drop-down arrow to select

Applications and click Next.

Step 3

Step 4

On the CTI Port Group Configuration page, enter 1 in the Number field.

In the Initial CTI Port field, enter the first CTI Port directory number you

established in Step 11 of the “Adding CTI Ports in Cisco CallManager” section

on page 4-3. If you are using the provided sample values, enter 4001.

Step 5

In the Last CTI Port field, enter the CTI Port directory number of the last CTI port

you defined in Cisco CallManager. If you are using the provided sample values,

enter 4004.

Note

CTI port groups must contain sequential CTI port directory numbers.

Step 6

Click Update.

Adding a New Cisco CallManager AutoAttendant

When you have configured the appropriate subsystem on the Cisco Customer

Response Application (Cisco CRA) Engine, you can use one of the sample scripts

to create an application and start the Cisco CRA Engine.

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Configuring the Cisco CRA Engine for Cisco CallManager AutoAttendant

To add a new Cisco CallManager AutoAttendant, perform the following steps:

Procedure

Step 1

Step 2

Connect to the Application Administration web server by using the following

URL:

http://servername/AppAdmin

where servername is the DNS name or IP address of your Cisco CRA Engine.

At the Application Administration Main Menu, click the Telephony Application

link in the Options column.

Step 3

Step 4

Click the Add New Application link on the Application page.

At the Application Configuration page, use the drop-down arrow to select the

aa.aef script. The system populates the Script Name field with “aa.aef.” Click

Next.

Step 5

Step 6

Enter a name for the application in the Application Name field.

At the Application Parameters Configuration page, provide the CTI route point

for this Application (for example, 4000).

Step 7

Step 8

Step 9

In the Maximum Number of Sessions field, enter the number of CTI ports you

added in Cisco CallManager. If you are using the provided sample values, enter 4.

In the OperExtn field, enter the extension of the phone that will be used by the

human operator and click Update.

Select Main Menu > Engine.

Step 10 On the Engine page, click Start.

When the Engine status is runningand the subsystems indicate they are in

service, the Cisco CallManager AA is functional. You can call into the

Cisco CallManager AA by dialing the directory number of the CTI route point

you added to Cisco CallManager. If you are using the provided sample values, dial

4000.

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Customizing Cisco CallManager AutoAttendant

Customizing CiscoCallManage r A utoAttendant

By default, Cisco CallManager AA plays back a prerecorded welcome prompt

and spells out user names. You can customize your Cisco CallManager AA by

adding your own welcome prompt and recordings of your users’ spoken names:

•

Configuring an Instance of Cisco CallManager AutoAttendant, page 4-12

Configuring Prompts, page 4-13

Configuring an Instance of Cisco CallManager AutoAttendant

To configure an existing Cisco CallManager AutoAttendant

(Cisco CallManager AA), perform the following steps:

Procedure

Step 1

Step 2

Select Applications from the application administration main menu.

Select the instance of Cisco CallManager AA that you wish to configure and click

Next.

Step 3

You can make the following configuration changes:

•

Application Name—the name of the application.

CTI Route Point—the number used to reach this application.

Maximum Number of Sessions—the maximum number of sessions possible

for this application.

•

Enabled—whether the application is enabled or not.

operExtn—the extension of the phone that will be used by the human

operator.

•

welcomePrompt—the prompt used as the welcome prompt for

Cisco CallManager AA. See the “Configuring the Welcome Prompt” section

on page 4-15 for information about how to upload prompts.

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Customizing Cisco CallManager AutoAttendant

Configuring Prompts

The Media Configuration page also allows you to upload new prompts to the

Cisco CRA Engine, modify existing prompts, and configure the UDP port.

The following topics are included:

•

General Media Configuration, page 4-13

Recording the Welcome Prompt, page 4-14

Configuring the Welcome Prompt, page 4-15

Uploading a Spoken Name, page 4-16

Uploading a Batch of Spoken Names, page 4-17

General Media Configuration

The General Media Configuration page shows the two directory paths that the

Cisco CRA Engine uses to store System and User prompts, and the Starting UDP

Port field.

The prompt path information shown on the General Media Configuration page is

for your information only. You cannot modify these paths. System prompts are

general-use type prompts, and many are included with Cisco CRA. (You may also

record your own). User prompts are the prompts you create for specific

applications.

The Starting UDP port field is used to specify the first UDP port for sending and

receiving UDP data. Cisco Customer Response Applications uses the User

Datagram Protocol (UDP) protocol to send and receive media packets over the IP

network. The Starting UDP port field is pre-populated with a default value. The

default value for this field corresponds to the normal configuration for Cisco

networking equipment and ensures the highest possible audio quality for calls to

Cisco Customer Response Applications.

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Customizing Cisco CallManager AutoAttendant

Recording the Welcome Prompt

You can record prompts for Cisco CallManager AA on any computer using

Microsoft Sound Recorder. Save the prompt as a .wav file in CCITT (µ -law)

8kHz, 8-bit, Mono format. (You can use another audio application to record the

welcome prompt if it supports this format.)

To record a prompt using Microsoft Sound Recorder, perform the following steps:

Procedure

Step 1

Select the following option from the Windows Start menu:

Programs > Accessories > Multimedia > Sound Recorder.

Click the Record button (red), and record your greeting into the microphone.

Click the Stop button (black) when you have finished recording.

To check your greeting:

Step 2

Step 3

Step 4

a. Click the Rewind button (left-pointing arrows) or drag the slider back to the

beginning of the recording.

b. Click the Play button (right-pointing arrow) button.

When you are satisfied with your greeting, save the recording.

a. Select File > Save As.

Step 5

b. Click Change to set the recording options. (You can also do this by selecting

Properties from the Sound Recorder File menu).

Figure 4-1 Sound Selection Window

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Customizing Cisco CallManager AutoAttendant

c. Use the Format drop-down arrow, select CCITT µ-law.

d. Use the Attributes drop-down arrow to select 8.000 kHz, 8 Bit, Mono 7

kb/sec.

e. Click Save As and enter a name for this format.

f. Click OK to close the Sound Selection window.

g. Browse to the directory of your choice, preferably a directory that you have

set aside for prompts.

h. Enter the file name, and click Save.

Configuring the Welcome Prompt

The Media Configuration Page allows you to upload new prompts, or to modify

existing prompts stored on the Cisco CRA Engine.

To add or modify prompts, perform the following steps:

Step 1

On the Application Administration Main Menu, click Media. The system displays

the Media Subsystem Configuration page.

Step 2

Step 3

Click the Prompts link. The system displays the Prompt Configuration page.

To replace an existing prompt with a new .wav file, click the arrow in the Upload

column for the prompt you want to modify. To create a new prompt, click the Add

a new prompt link. The system displays the Prompt File Name page.

Step 4

Step 5

Enter the name of the .wav file you want to use to replace the existing prompt, or

to use as a new prompt. If you are adding a new prompt, enter a name for the

prompt as it resides on the Cisco application server.

When you have provided the .wav file and prompt name information, click

Upload.

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Uploading a Spoken Name

To upload Cisco CallManager AutoAttendant (Cisco CallManager AA) spoken

names in your users' voices, upload the corresponding .wav files into the

Directory:

Procedure

Step 1

Step 2

Ask users to record their names in the manner prescribed in the “Recording the

Welcome Prompt” section on page 4-14, and to save their files as userId.wav,

where userId is their user name.

Using the Cisco application server computer (this process cannot be done

remotely), connect to the spoken name web page with the following URL:

http://servername/SpokenNameUpload

where servername is the DNS name or IP address of your application server.

You can also choose Start > Programs > Cisco IP IVR > SpokenNameUpload.

Click the Change button and click OK.

Step 3

Step 4

Click the Browse button to locate the spoken name wav file you would like to

upload. The Choose file navigation window appears.

Step 5

Step 6

When you have located the appropriate file, click Open.

Confirm that you have identified the appropriate path and file and click Upload.

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Customizing Cisco CallManager AutoAttendant

Uploading a Batch of Spoken Names

If you need to upload a large number of spoken names at once, use the

SpokenNameBulkUpload.bat utility, provided on the application server. To

upload a batch of spoken names, perform the following steps:

Procedure

Step 1

Ask users to record their names in the manner prescribed in the “Recording the

Welcome Prompt” section on page 4-14, and to save their files as userId.wav,

where userId is their user name.

Step 2

Step 3

Collect these files in a directory on the Cisco application server computer.

Upload the contents of the local directory to your Cisco IP Telephony Directory

using the following DOS command:

SpokenNameBulkUpload directory true|false

where directory is the directory on your hard drive where the .wav files are

located.

Use the true|false parameter to choose to replace existing spoken names in the

Cisco IP telephony directory or not:

•

true—replaces any spoken name .wav files in the directory with spoken name

.wav files of the same name.

•

false—does not replace spoken name .wav files in the directory with spoken

name .wav files of the same name.

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C H A P T E R

Administering CiscoCallManager

Extende d S ervices

This section provides information about managing the Cisco CallManager

Extended Services after you have configured the services.Topics include:

•

Managing the Cisco CRA Engine, page 5-1

Using Cisco CRA Real-time Reporting, page 5-8

Using Cisco CRA Historical Reporting, page 5-13

Managing the CiscoCRAEngine

When you click the Engine link on the Application Administration main menu,

the system displays the Engine Control page.

The Engine Control displays the state of the Cisco Customer Response

Application (Cisco CRA) Engine and the Cisco CRA subsystems. It also allows

you to start and stop the application engine. You may need to stop the application

engine for system changes or upgrades or for troubleshooting purposes.

Use the links on the Engine Control page to perform the following operations:

•

Starting and Stopping the Cisco CRA Engine, page 5-2

Changing Engine Configuration, page 5-3

Setting Trace File Options, page 5-4

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Managing the Cisco CRA Engine

Starting and Stopping the Cisco CRA Engine

You can use the Cisco Customer Response Application (Cisco CRA)

Administration web pages to start and stop the Cisco CRA Engine. You can also

control the Cisco CRA Engine from the service panel in the Administrative Tools

portion of the Windows NT control panel.

To start and stop the application engine from your web browser, perform the

following steps.

Procedure

Step 1

Access the Application Administration main menu, by entering the following

URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your

application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application

Administrator.

The system displays the Application Administration main menu.

Step 2

Step 3

To go to the Engine Control page, click Engine.

The Engine Control page provides specific information about each application

session, such as the start time and the parties involved.

To start the engine, click Start Engine.

This link starts the Windows service, “Cisco Application Engine.”

Note

The status may display “Starting” for as long as 10 to 30 seconds.

Step 4

To shut down the application engine, click Stop Engine.

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Managing the Cisco CRA Engine

Changing Engine Configuration

To modify the engine parameters for the profile you have chosen, perform the

following steps:

Procedure

Step 1

Step 2

Select Engine > Configure from the Application Administration main menu.

The system displays the Engine Configuration page.

To configure the engine, enter the appropriate values in the fields described in

Table 5-1.

Table 5-1 Engine Configuration

Field

Description

RMI Port Number

The port number used by the engine to serve remote

method invocation (RMI) requests.

Maximum Number of

Executed Steps

Do not change the default value.

This is the maximum number of steps any script is

allowed to execute before the engine terminates the

application. It is intended to prevent a script from

running “infinitely” long.

Maximum Number of

Concurrent Sessions

Maximum number of concurrent tasks. If a call

arrives while all sessions are running, it is delayed

until a session is free.

Step 3

Click Update to save the changes.

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Managing the Cisco CRA Engine

Setting Trace File Options

Trace files are logs that record application engine activity. You can use the trace

file to identify system or application script problems. Because recording all

information about engine activity can create a file that is large and difficult to

read, you can specify to the trace file which items you want to record.

This section describes how you perform the following tasks:

•

Configuring the Trace File, page 5-4

Setting Trace Level Options, page 5-5

Viewing Trace Files, page 5-7

Configuring the Trace File

To configure the Trace File options, perform the following steps:

Procedure

Step 1

Step 2

Select Engine > Trace Configuration from the Application Administration main

menu.

The system displays the Trace File Options page.

To configure trace files and syslog files, enter the appropriate values in the fields

described in Table 5-2.

Table 5-2 Trace file options

Field or option

Description

Trace File Output

Enable this check box to store trace file

output in the filename specified below.

Filename

The “base” trace file name. Filenames

consist of the base name plus the file

number (for example,.

CiscoMIVR001.log).

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Managing the Cisco CRA Engine

Table 5-2 Trace file options (continued)

Field or option

Description

Number of Trace Files

The number of trace files to rotate.

When the last file is reached, the trace

file re-starts from “1”. If the engine is

restarted, tracing is re-started in the

first file.

Trace File Size

The maximum size (in bytes) of the

trace file. After the file reaches this

size, the system moves to the next file.

Step 3

Click Update to save your changes.

Setting Trace Level Options

The Trace Configuration page also provides a series of check boxes that set the

trace level for various engine activities. The trace levels are as follows:

•

Debug—most verbose, to be used primarily for debugging and

troubleshooting.

Informational—describes the transition state (for example,. system start,

system stop)

Notification—notifies the user that something has happened (for example,.

maximum number of sessions exceeded)

Warning—notifies the user of error conditions that can be recovered from and

that do not result in loss of service

Two groups of trace level activity options; active and inactive. You can make

changes to the parameters of the active options without restarting the Application

Engine, and the trace file will reflect your changes. The inactive options require

that you restart the application engine to reflect any changes you made.

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Managing the Cisco CRA Engine

Table 5-3 summarizes the active engine activities that you can monitor.

Table 5-3 Active Trace level activity options

Field or option

ADM

Description

Administration Client

Application Manager

Application Engine

General Steps

APP_MGR

ENG

GENERAL_STEPS

ICD_HDM

ICD_RTDM

LIB_LDAP

LIB_MEDIA

LIB_RMI

ICD Historical Data Manager

ICD Real Time Data Manager

LDAP Library

Media Library

Remote Message Interface

(RMI) Library

LOG_MGR

RPT

Log Manager

Reporting

SS_APP

SS_CM

Application Subsystem

Contact Manager Component

Database Subsystem

Email Subsystem

SS_DB

SS_EMAIL

SS_HTTP

SS_RM

HTTP Subsystem

Resource Manager Component

SS_RMCM

Resource Manager Contact

Manager Subsystem

SS_TEL

JTAPI Subsystem (Telephony)

Call Control Steps

ICD Steps

STEP_CALL_CONTROL

STEP_ICD

STEP_MEDIA_CONTROL

Media Control Steps

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Managing the Cisco CRA Engine

Table 5-4 lists the inactive Trace level options activities that can be monitored.

Table 5-4 InactiveTrace Level options

Field or option

Description

CCNUSER_STEPS

DB_STEPS

Extension Mobility Steps

Database Steps

DOCUMENT_STEPS

ICM_STEPS

Document Steps

Intelligent Call Management

(ICM) Steps

IO_STEPS

Input/Output Steps

IVR Steps

IVR_STEPS

JAVA_STEPS

LIB_DIRECTORY

MESSAGING_STEPS

STEP_AA

Java Steps

Directory Library

Messaging Steps

AutoAttendant Steps

Web Steps

WEB_STEPS

XML_STEPS

XML Steps

Viewing Trace Files

After you have selected the trace file options that you want to record, restart the

Cisco CRA Engine (if you have modified inactive trace file options). After you

observe enough engine activity to provide useful data, you can download and view

the contents of the new trace file.

To view trace files, click Trace files on the Engine Control page. To display the

trace file, click on a filename.

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Chapter 5 Administering Cisco CallManager Extended Services

Using Cisco CRA Real-time Reporting

Using CiscoCRA Real-time Reporting

The Cisco IP Telephony system provides a real-time reporting utility,

implemented as a Java applet communicating with the application server through

remote method invocation (RMI). You can use this utility to generate reports on

application activity.

This section covers the following topics:

•

Installing the Real-time Reporting Tool, page 5-8

Applying the Real-time Reporting Tool, page 5-9

Installing the Real-time Reporting Tool

To use Cisco CRA real-time reporting from a computer other than the application

server, you need to install the application by performing the following steps:

Procedure

Step 1

Access the Application Administration main menu, by entering the following

URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your

application server.

The system displays a dialog box requiring your Cisco Customer

Response Application (Cisco CRA) administrator username and password.

Step 2

Step 3

Enter your Cisco CRA administrator name and password and click OK.

Click Plug-in.

The system displays the Plug-ins page.

Click the Reporting Client link.

Step 4

The system displays the Save As... dialog box.

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Using Cisco CRA Real-time Reporting

Step 5

Specify a target directory for the installer and click Save.

After the download completes, double-click CiscoCRA2_1Reporting.exe and

follow the prompts.

You can connect to the reporting windows by entering the URL of the application

server in your browser window.

Caution

You must always use a valid host name or IP address. You cannot use the

alias localhost, even when running the browser locally on the application

server.

Applying the Real-time Reporting Tool

To start the real-time reporting utility, click Real-Time Reporting on the

Application Administration main menu.

The system displays the Application Administration Reporting page. You can use

this page to generate a variety of reports on the activity of your application engine.

The following options are available:

•

Viewing Overall Application Engine Activity, page 5-9

Monitoring Activity by Application, page 5-11

Monitoring Activity by Task, page 5-12

Resetting Statistics, page 5-12

Printing Reports, page 5-13

Viewing Overall Application Engine Activity

To view overall application engine activity, select the System Totals option from

the Reporting page.

This window shows the total activity for the application engine for a 24-hour

period, updated at a regular interval (the default is three seconds).

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Table 5-5 summarizes the meaning of each field on this page.

Table 5-5 System Totals

Field

Description

Total Sessions

Total number of sessions run since the timestamp (“Data

Collected Since”)

Max Concurrent

Sessions

Maximum number of tasks that can run at the same time.

Data Collected

Since

Time when data collection started. The system resets

automatically at midnight.You can manually reset the

statistics by choosing Reset Stats from the Tools Menu.

Restarting the application server will also reset the

statistics.

Running Sessions

Number of tasks currently running.

Completed

Sessions

Number of tasks completed without problems

(exceptions).

Aborted Sessions

Running Rate

Number of tasks that an unhandled exception terminated.

The percentage of total tasks that are currently running.

Percentage of total tasks that completed without errors.

Completion Rate

Aborted Rate

Percentage of total tasks that terminated due to an

unhandled exceptions.

Handled Rate

Percentage of total tasks for an application that have been

handled. The system designates a task as handled if the

application has reached the Session Handled step.

Abandoned Rate

Percentage of total sessions that were not handled for an

application. If the Cisco IP Telephony application does not

include a Session Handled step, the system counts all tasks

associated with that application as abandoned. This also

happens when someone who has called in to an application

hangs up before the Session Handled step executes.

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Monitoring Activity by Application

To monitor activity by application, select the Application Activity option from

the Reporting page.

The system displays the Application Activity page.

Table 5-6 summarizes the meaning of each field on this page.

Table 5-6 Application Activity

Field

Description

Application

Name of application. The application name is the name

specified in the Application Configuration page.

Total Sessions

Total sessions for a specific application.

Completed Sessions Number of sessions completed for an application without

problems (exceptions).

Running Sessions

Aborted Sessions

Number of sessions currently running.

Number of sessions that were terminated for an

application by an unhandled exception.

Handled Rate

Percentage of total sessions that have been handled. The

system designates a task as handled if the application

reaches the Session Handled application step.

Abandoned Rate

Percentage of total sessions that were not handled. If the

application does not include a Session Handled step, the

system counts all tasks associated with that application

as abandoned.

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Monitoring Activity by Task

To monitor activity by task, select the Task Activity option on the Reporting

page.

Table 5-7 summarizes the meaning of each field on this page.

Table 5-7 Task Activity

Field

Description

Task ID

The identifier associated with the task started for the

application or VRU script.

Parent ID

Media ID

Application

Task ID of task that invokes this VRU script (this field is

left blank for an application)

Cisco CallManager identifier or the call associated with

this application.

Name of application or VRU script associated with this

task. The application name is the name of the application

definition (.aef) file.

Start Time

Duration

Time the sessions for the application began execution.

Application execution time in seconds.

Source ID

Destination ID

Caller extension of incoming call. (CLID)

Called extension to reach application associated with this

task (configured route point directory number).

Resetting Statistics

The system automatically resets the accumulated statistics every day at 12:00 AM

(by the application server system clock). You can also manually reset the statistics

by choosing: Tools > Reset Stats on the Reporting page.

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Using Cisco CRA Historical Reporting

Printing Reports

To create a printable version of a report, perform the following steps:

Procedure

Step 1

Step 2

Choose the Report you want to print from the Reports menu on the Reporting

page.

Choose Tools > Open Printable

The system opens a printable version of the report in a new browser window.

Choose Print from the File menu to print the report.

Step 3

Using Cisco CRA Historical Reporting

In addition to viewing Real Time reports, you can view accumulated Cisco

Customer Response Application (Cisco CRA) activity in historical reports. The

historical reports record the same parameters that are used in the real time

reporting feature.

When you enable historical reporting, the system automatically saves reports as

.csv files to the Cisco CRA server hard disk. You can open the .csv files with a

spreadsheet program like Microsoft Excel.

This section covers the following topics:

•

Viewing IP IVR Historical Reports, page 5-14

Enabling Historical Reporting, page 5-15

Changing Historical Reporting Parameters, page 5-16

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Using Cisco CRA Historical Reporting

Viewing IP IVR Historical Reports

The system saves a report of IP IVR activity to the Cisco CRA server hard disk

every 24 hours. The file is named with the date of the recorded activity using the

following convention:

servername.year.month.day.csv

where servername is the Domain Name Service (DNS) name of your application

server.

To view a historical report, perform the following steps.

Procedure

Step 1

Access the Application Administration main menu, by entering the following

URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your

application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application

Administrator.

Step 2

Step 3

Step 4

On the Application Administration Main Menu page, click the

Historical Reporting link.

On the Historical Reporting page, click the name of the report you want to

download.

Follow the prompts to save the report to your local hard disk or open the copy of

the file that is on the server.

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Using Cisco CRA Historical Reporting

Enabling Historical Reporting

To enable historical reporting, perform the following steps:

Procedure

Step 1

Access the Application Administration main menu, by entering the following

URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your

application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application

Administrator.

Step 2

Step 3

Step 4

Click the Engine link.

Click the Configure link on the left side of the web page.

Make sure the Historical Reporting Status check-box is checked

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Changing Historical Reporting Parameters

The Cisco CRA Engine generates historical reports on a daily basis.The system

stores these reports on your Cisco CRA server hard disk. To preserve hard disk

space, you can limit the number of historical reports that your Cisco CRA system

stores.

The default setting is 90 days. This means that the system deletes historical

reporting files that are more than 90 days old.

To change this value, perform the following steps:

Procedure

Step 1

Access the Application Administration main menu, by entering the following

URL in the Location field of your browser:

http://<servername>/AppAdmin

where servername is the Domain Name Service (DNS) name or IP address of your

application server.

Alternatively, if you are on the application server computer, you can choose

Start > Programs > Cisco CRA Administrator > Application

Administrator

Step 2

Step 3

Step 4

Click the Engine link.

Click the Configure link on the left side of the web page.

In the Number of days to Preserve Historical Report Files field, enter your

preferred value.

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C H A P T E R

Troubleshooting CiscoCallManager

Extende d S ervices

This section provides information on troubleshooting error messages for

Cisco CallManager Extended Services. The following topics are included:

•

Clearing Problems with Cisco CallManager Extension Mobility, page 6-1

Clearing Problems with Cisco CallManager AutoAttendant, page 6-5

Clearing Problems with Cisc o C allManager

ExtensionMobility

This section provides information for:

•

Clearing General Problems, page 6-2

Clearing Errors in Cisco CallManager Extension Mobility, page 6-2

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Chapter 6 Troubleshooting Cisco CallManager Extended Services

Clearing Problems with Cisco CallManager Extension Mobility

Clearing General Problems

Start with these general troubleshooting tips if any problems occur with Cisco

CRA applications:

•

Check that you have thoroughly and correctly performed:

–

all the installation steps in the “Installing

Cisco CallManager Extended Services” section on page 2-3

–

all the configuration procedures in the “Configuring Cisco CallManager

Extension Mobility” section on page 3-1

•

Try http://hostname:8080. Make sure that the embedded web server is

running.

Check that the port number is 8080. Remember that the default port number

is 8080.

Make sure that the URL is correct. Remember that the URL is case-sensitive.

Clearing Errors in Cisco CallManager Extension Mobility

Use the information in this section to clear problems which have error messages

associated with them.

Unknown Error from Service

Action Verify that all the Cisco CallManager services are running.

Application Authentication Error

Action Perform the following tasks:

1. Check the UserID and Password of the Extension Mobility user you created

in Creating a New Application User, page 3-7.

2. Verify that you added the UserID and Password correctly in the “Adding the

Logout Application” section on page 3-13.

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Chapter 6 Troubleshooting Cisco CallManager Extended Services

Clearing Problems with Cisco CallManager Extension Mobility

Device Does Not Allow Logon

Action In the phone configuration page, make sure that “Enable Extension

Mobility Feature” is selected. See the “Subscribing to the

Cisco CallManager Login Service” section on page 3-32.

Device Profile Does Not Exist

Action Ensure that there is a Default Device Profile associated with the user. See

“Creating the Default Device Profile for a User” section on page 3-26.

Directory Service Error

Action The LDAP Directory has a problem. There may a problem with the

DirUser.jar file on the server machine.

Proxy Not Allowed

Action Make sure that the Cisco CallManager Extension Mobility user has

“Authentication Proxy Rights” enabled. See the “Creating a New Application

User” section on page 3-7.

Another User Logged In

Action Logout the user by selecting the Logout Service. Log back in to allow login

access to the second user.

No User Logged In

Action A user is trying to select logout service when no user is logged into the

phone. A user cannot log out a device which does not have anyone logged in.

Null Name for Device

Action Check that the firmware version of the phone is P00303010013 or later.

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Clearing Problems with Cisco CallManager Extension Mobility

Action If you are running Cisco CallManager Extension Mobility on an IBM-340

platform, check that the system allows anonymous access to the Login Service

web site. See the “Setting up Anonymous Access on IBM-340 platforms” section

on page 3-34.

Action The URL of the Login Service may not be configured properly in the

LDAP directory. Check that the URL is correct. See the “Adding the

System Not Enabled

Action The service parameter to enable Cisco CallManager Extension Mobility is

set to off. Make sure that, on the Service Parameters Configuration page, the

the “Setting the Service Parameters” section on page 3-23.

User Logged in Elsewhere

Action The service parameter which controls multiple logins is set to allow login

at a single device and a user tries to log in at a second device. If the configuration

is correct, explain the login policy to the user. If the configuration is incorrect, set

the Multi Login Behavior field to multiple logins allowed. Refer to Setting the

Service Parameters, page 3-23.

HTTP Error

Action You may not have configured the proxy settings properly for Internet

Explorer on the Cisco Customer Response Application (Cisco CRA) Engine.

Contact your network administrator for information on configuring the proxy

settings.

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Chapter 6 Troubleshooting Cisco CallManager Extended Services

Clearing Problems with Cisco CallManager Extension Mobility

Clearing Problems with Cisco CallManager AutoAttendant

This section describes how to clear the following problems that may impact

Cisco CallManager AutoAttendant:

•

No Matches for an Existing User, page 6-5

Cisco CallManager AutoAttendant Prompt is Not Found, page 6-5

No Matches for an Existing User

Symptom A search fails for an existing user in the Cisco CallManager AA.

Possible Cause The user is not found because the ccndir.ini file is missing

information or the extension is not valid because the user does not have a primary

extension assigned in Cisco CallManager Administration.

Action

1. Verify that the user has an entry in the Cisco CallManager AA Name dialing

field and that the User record has an associated phone and that the primary

extension button is selected.

2. Verify that the ccndir.ini file contains the following lines:

USERBASE “ou=Users, o=cisco.com”

PROFILEBASE “ou=profiles, ou=CCN, o=cisco.com”

3. If you migrated the Cisco CallManager from version 2.4, a possible schema

issue exists. In the LDAP Directory Administration, verify that the user’s

Owner field is in Userid format, not full name format.

Cisco CallManager AutoAttendant Prompt is Not Found

Symptom The Cisco CallManager AA prompt is not found.

Possible Cause Media configuration was not initialized properly.

Select Media from the main Application Administration page and verify that the

prompt directory is listed as:

C:\program files\cisco\wffavvid\Prompts

and that the User Datagram Protocol (UDP) start port is 16384.

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Clearing Problems with Cisco CallManager Extension Mobility

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I N D E X

configuring 3-1

configuring, rules 3-1

installing 2-3

application engine 1-6

configuring 5-3

overview 1-2

stopping 5-2

Cisco CRA Engine

applications, monitoring 5-8

adding a CTI port group 4-10

changing engine configuration 5-3

configuring for Cisco CallManager

AutoAttendant 4-6

configuring for Cisco CallManager

Cisco CallManager 1-6

adding CTI ports 4-3

adding CTI route points 4-2

Cisco CallManager AutoAttendant

functionality 1-5

Extension Mobility 3-10

configuring the JTAPI subsystem 4-9

starting, stopping 5-2

Cisco Customer Response Platform

components 1-6

installing 2-3

configuration

no matches for user 6-5

overview 1-4

application engine 5-3

CTI ports in Cisco CallManager 4-3

of directory information 4-6

of media 4-13

problems 6-5

prompt not found 6-5

Cisco CallManager Extended Services 6-1

administering 5-1

of the application server 4-6

prompts 4-13

before you install 2-1

components 1-6

trace file options 5-4

welcome prompt 4-15

installing 2-3

configuring Cisco CallManager AutoAttendant

configuring instances 4-12

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78-12959-01

IN-1

Index

recording the Welcome prompt 4-14

CTI ports

jar files 1-6

adding in Cisco CallManager 4-3

adding to the application server 4-10

CTI route points

JTAPI subsystem

configuring 4-9

adding in Cisco CallManager 4-2

LDAP directory 1-6

function defined 1-6

downloading

Lightweight Directory Access Protocol 1-6

trace files 5-7

Media 6-5

Error codes

media configuration 4-13

monitoring application activity 5-8

Cisco CallManager Extension Mobility 6-2

gateways 1-6

printing reports 5-13

prompts

types supported 1-2

configuring 4-13

recording 4-14

installing

Cisco CallManager AutoAttendant 2-3

Cisco CallManager Extended Services 2-3

Cisco CallManager Extension Mobility 2-3

real-time reporting tool 5-8

real-time reporting tool

installing 5-8

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IN-2

Index

starting 5-9

repository profiles 4-7

resetting statistics 5-12

wav files 4-14

Welcome prompt 4-14

welcome prompt

configuring 4-15

spoken name, uploading 4-16

starting

real-time reporting tool 5-9

starting, application engine 5-2

stopping, application engine 5-2

trace files

downloading 5-7

options 5-4

Troubleshooting 6-1

UDP 4-13

uploading, spoken name 4-16

User Datagram Protocol (UDP) 4-13

voice gateways 1-6

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Index

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