CUCM Configuration Guide for Arc Pro Covering CUCM Versions 7.x, 8.x, 9.x and 10.x

Transcription

1 CUCM Configuration Guide for Arc Pro Covering CUCM Versions 7.x, 8.x, 9.x and 10.x Version 6.1.1

2 2015 Arc Solutions (International) Ltd. All rights reserved. No 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. Arc Solutions (International) Limited reserves the right to revise this documentation and to make changes to its content from time to time without obligation on the part of Arc Solutions (International) Limited to provide notification of such revision or change. Cisco is a registered trademark of Cisco, inc. Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are registered in the United Kingdom and may or may not be registered in other countries. All trademarks acknowledged. EMEA Americas Asia Pacific Arc Solutions (International) Ltd. Innovation House Pincents Lane, Reading, Berkshire. RG31 4UH T: +44(0) f: +44(0) Arc Solutions (International) Inc. Research Triangle Park 4819 Emperor Blvd Durham North Carolina T: f: Arc Solutions (International) Ltd. Suite 703, Level 7, 80 Mount Street North Sydney NSW 2060 Australia T: e: info@arcsolutions.com e: inquiries@arcsolutions.com e: apac-info@arcsolutions.com Support +44(0) Support Support or +44(0) An Enghouse Interactive Inc. Company 23 February 2015

3 Call Information Module Contents 1. Configuring CallManager 7.x...3 Call Manager Partitions and Calling Search Spaces... 3 Configuring Host PBX Gateway Ports... 3 Configuring Pre CT Gateway and Personal Call Parking Devices... 3 Creating the Main Arc Application User... 4 Adding an Application User... 4 Creating a User Group and Assigning Your Application User Installing and Configuring Cisco (TAPI) TSP Under CallManager 7.x... 7 Installing the Cisco TSP... 7 Configuring the Cisco TSP Configuring CallManager 8.x...9 Call Manager Partitions and Calling Search Spaces... 9 Configuring Host PBX Gateway Ports... 9 Configuring Pre CT Gateway and Personal Call Parking Devices... 9 Creating the Main Arc Application User Adding an Application User Creating a User Group and Assigning Your Application User Installing and Configuring Cisco (TAPI) TSP Under CallManager 8.x Installing the Cisco TSP Configuring the Cisco TSP Configuring CallManager 9.x and 10.x Call Manager Partitions and Calling Search Spaces Configuring Host PBX Gateway Ports Configuring Pre CT Gateway and Personal Call Parking Devices Creating the Main Arc Application User Adding an Application User Creating an Access Control Group and Assigning Your Application User Installing and Configuring Cisco (TAPI) TSP Under CallManager 9.x and 10.x Installing the Cisco TSP Configuring the Cisco TSP Testing TAPI Using Phone.exe Starting the CT Server Confirming the Console Operator Confirming the Agent Configuring Access to the Arc CUP Server CUCM Configuration Guide for Arc Pro 1

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5 Call Information Module 1. Configuring CallManager 7.x Call Manager Partitions and Calling Search Spaces The way in which calls are routed to operators, transferred to extensions, and recalled to the operator means that many devices are used to complete a route. Because of this, correctly configured Partitions and Calling Spaces are important. You must set up a new partition Arc Partition and a new Calling Search Space Arc Search Space, which includes all partitions. You must allocate these to all Arc system devices: Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices. Alternatively, use any other CSS that has full routing access to a partition that is accessible from anywhere. Configuring Host PBX Gateway Ports Host PBX Gateway ports are where Arc Pro holds calls before delivery to the client applications. To support the inclusion of Music on Hold from Call Manager, you must configure them as CTI Ports which have a voice capability within the limits of the maximum number of Automated Voice Lines on the Cisco TSP. Within Cisco Unified CM Administration, do the following: 1. Select Device > Phone. 2. Click. The Add a New Phone page appears. 3. Click Phone Type and select CTI Port. 4. Click Next. The Phone Configuration page appears. 5. Select the relevant information for the port, including the User Hold MOH Audio Source. 6. Click Save. 7. Under Association Information, click Line [1] - Add new DN to select the Line to add a device Number to the port. The Directory Number Configuration window appears. 8. Enter the information, including the Route Partition, and then click Save. Configuring Pre CT Gateway and Personal Call Parking Devices Within Cisco Unified CM Administration, do the following: 1. Select Device > CTI Route Point. 2. Click to add a new CTI Route Point. 3. Type the Pre CT Gateway Device Name and a Description. 4. Select a Device Pool and Location as required. 5. Click Save. 6. To configure the directory number, under Association Information, click Add New. The Directory Number Information page appears. CUCM Configuration Guide for Arc Pro 3

6 7. Type the Directory Number, Route Partition and Calling Search Space as required. 8. To provide resilience you can also enter a Forward No Answer destination, to which unanswered calls get sent. 9. Click Save. 10. Create a separate CTI Route Point for every Pre-Gateway port required using the Copy facility. 11. Edit the Device Name and Description. 12. In Device Pool type Default. 13. When you have entered all the CTI Route Points, click Update to complete the configuration. Creating the Main Arc Application User You must set up an Application User account within CallManager so that Arc can access it using TAPI. You must then create a User Group with the correct Roles associated. Finally, you must set up the Application User and then associate it with the User Group. Adding an Application User Within Cisco Unified CM Administration, do the following: 1. Select User Management > Application User, and then click. 2. Under Application User Information, type a User ID with a memorable name, such as Arc Server. 3. Click Save. 4. Under Device Information, click Find more Phones. 5. In the Find and List Phones page, select each of your system devices (Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices), and then click Add Selected. 6. Return to the Application User Configuration page and confirm that the devices have been associated (in the Controlled Devices list). 7. Click Save. 8. Repeat step 4 to step 7 using Find more Route Points to associate the CTI route point devices created in Configuring Pre CT Gateway and Personal Call Parking Devices. Creating a User Group and Assigning Your Application User The Application User account now needs to be associated with a User Group. 1. Select User Management > User Group, and then click. 2. Under User Group Information, type the User Group Name. 3. Click Save. 4. Click Add App Users to Group. 5. In the Find and List Application Users page, select the Application User you configured for the Arc Server, and then click Add Selected. 4

7 Call Information Module 6. Return to the Find and List User Groups page, and in the Roles column, click the for your User Group. The User Group Configuration page appears. 7. Under Role Assignment, click Assign Role to Group. 8. Select the following Cisco Computer Telephony Interface (CTI) options, and then click Add Selected: Standard CTI Allow Call Park Monitoring Standard CTI Allow Calling Number Modification Standard CTI Allow Control of All Devices Standard CTI Allow Reception of SRTP Key Material Standard CTI Enabled To use the scalable BLF functionality that is available with Arc Premium onwards, select Standard AXL API Access. To use phone models 69xx, 7931, 7965, 89xx and 99xx with Cisco Unified Communications Manager onwards, enable Standard CTI Allow Control of Phones supporting Rollover Mode and Standard CTI Allow Control of Phones supporting Connected Xfer and conf. Do not select Standard CTI Secure Connection as this encrypts the data and stops the software from working correctly. 9. Click Save. 10. Select User Management > Application User to open the Application User account. 11. Scroll down to the Permissions Information section and click Add to User Group and select the Group you have just set up. 12. Click Save. The Application User account is now set up. CUCM Configuration Guide for Arc Pro 5

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9 Call Information Module 2. Installing and Configuring Cisco (TAPI) TSP Under CallManager 7.x The Cisco TSP (Telephony Service Provider) provides the TAPI (Telephony Application Programming Interface) information that the Arc Pro Servers require. A user needs to be created for the Arc Server with the ability to use the following devices in TAPI: All Pre Queue Gateways Devices All 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 Installing the Cisco TSP Install the TSP only on the Arc Server Machine(s). Within Cisco Unified CM Administration, do the following: 1. Select Application > Plugins. The Find and List Plugins page appears. 2. Click Find. A list of available plugins appears. 3. Scroll to the Cisco Telephony Service Provider and click Download. The installer can either be run directly, or copied to the desktop and run later. (CiscoTSP.exe). 4. During the installation, you are asked how many instances of TSP you require. Type the number of instances based on the number of clusters you need to connect to. 5. Select the Destination Folder to install the TSP. If you select multiple instances, the installation wizard requests details about the first TSP instance. 6. Type the Userid of the Application User created for the CallManager; type and verify the Password. 7. Type the CTI Manager 1 IP Address, and then click Next. 8. Type the TSP options, and then click Next. Installation starts. 9. When installation is complete, click Finish. 10. At the prompt, restart the system. Configuring the Cisco TSP 1. In the Control Panel and Select Phone and Modem Options. 2. Click the Advanced tab. CUCM Configuration Guide for Arc Pro 7

10 3. If the Cisco TSP is installed correctly, it appears in the Providers list. For example, CiscoTSP001.tsp. 4. Select the TSP and then click Configure. 5. Click the General tab, and check that the TSP is the correct version (shown in the Arc Pro Installation and Configuration Manual). 6. Click the User tab. 7. Enter the User Name and Password for the Call Manager User that was set up for the machine. 8. Click the CTI Manager tab. 9. Enter the Name or IP Address of the Primary CTI Manager supplying your TAPI information from. If one is available, you can specify a second CTI Manager for resilience. 10. Click the Wave tab. 11. Under Automated Voice Calls, type the Desired number of possible Automated Voice lines - the total number of Service, Voice and Host PBX Gateway devices running on the server, up to a maximum of 255. Whenever you change this number, you need to uninstall and reinstall the Cisco TAPI WAVE driver, as described in the Cisco TSP readme file. 12. Click Apply. 13. Click OK. 14. Reboot all computers on which the TSP has been installed. 15. When installing the TSP on the Arc Server machine you also need to install the Cisco Wave Driver, as described in c:\program Files\Cisco\CiscoTSP.txt. You must now test TAPI independently of Arc Pro. Stop all Arc Pro applications before performing the tests. 8

11 Call Information Module 3. Configuring CallManager 8.x Call Manager Partitions and Calling Search Spaces The way in which calls are routed to operators, transferred to extensions, and recalled to the operator means that many devices are used to complete a route. Because of this, correctly configured Partitions and Calling Spaces are important. You must set up a new partition Arc Partition and a new Calling Search Space Arc Search Space, which includes all partitions. You must allocate these to all Arc system devices: Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices. Alternatively, use any other CSS that has full routing access to a partition that is accessible from anywhere. Configuring Host PBX Gateway Ports Host PBX Gateway ports are where Arc Pro holds calls before delivery to the client applications. To support the inclusion of Music on Hold from Call Manager, you must configure them as CTI Ports which have a voice capability within the limits of the maximum number of Automated Voice Lines on the Cisco TSP. Within Cisco Unified CM Administration, do the following: 1. Select Device > Phone. 2. Click. The Add a New Phone page appears. 3. Click Phone Type and select CTI Port. 4. Click Next. The Phone Configuration page appears. 5. Select the relevant information for the port, including the User Hold MOH Audio Source. 6. Click Save. 7. Under Association Information, click Line [1] - Add new DN to select the Line to add a device Number to the port. The Directory Number Configuration window appears. 8. Enter the information, including the Route Partition, and then click Save. Configuring Pre CT Gateway and Personal Call Parking Devices Within Cisco Unified CM Administration, do the following: 1. Select Device > CTI Route Point. 2. Click to add a new CTI Route Point. 3. Type the Pre CT Gateway Device Name and a Description. 4. Select a Device Pool and Location as required. 5. Click Save. 6. To configure the directory number, under Association Information, click Add New. The Directory Number Information page appears. CUCM Configuration Guide for Arc Pro 9

12 7. Type the Directory Number, Route Partition and Calling Search Space as required. 8. To provide resilience you can also enter a Forward No Answer destination, to which unanswered calls get sent. 9. Click Save. 10. Create a separate CTI Route Point for every Pre-Gateway port required using the Copy facility. 11. Edit the Device Name and Description. 12. In Device Pool type Default. 13. When you have entered all the CTI Route Points, click Update to complete the configuration. Creating the Main Arc Application User You must set up an Application User account within CallManager so that Arc can access it using TAPI. You must then create a User Group with the correct Roles associated. Finally, you must set up the Application User and then associate it with the User Group. Adding an Application User Within Cisco Unified CM Administration, do the following: 1. Select User Management > Application User, and then click. 2. Under Application User Information, type a User ID with a memorable name, such as Arc Server. 3. Click Save. 4. Under Device Information, click Find more Phones. 5. In the Find and List Phones page, select each of your system devices (Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices), and then click Add Selected. 6. Return to the Application User Configuration page and confirm that the devices have been associated (in the Controlled Devices list). 7. Click Save. Creating a User Group and Assigning Your Application User The Application User account now needs to be associated with a User Group. 1. Select User Management > User Group, and then click. 2. Under User Group Information, type the User Group Name. 3. Click Save. 4. Click Add App Users to Group. 5. In the Find and List Application Users page, select the Application User you configured for the Arc Server, and then click Add Selected. 6. Return to the Find and List User Groups page, and in the Roles column, click the for your User Group. 10

13 Call Information Module The User Group Configuration page appears. 7. Under Role Assignment, click Assign Role to Group. 8. Select the following Cisco Computer Telephony Interface (CTI) options, and then click Add Selected: Standard CTI Allow Call Park Monitoring Standard CTI Allow Calling Number Modification Standard CTI Allow Control of All Devices Standard CTI Enabled Standard AXL API Access Standard CTI Allow Control of Phones supporting Rollover Mode Standard CTI Allow Control of Phones supporting Connected Xfer and conf Do not select Standard CTI Secure Connection as this encrypts the data and stops the software from working correctly. 9. Click Save. 10. Select User Management > Application User to open the Application User account. 11. Scroll down to the Permissions Information section and click Add to User Group and select the Group you have just set up. 12. Click Save. The Application User account is now set up. CUCM Configuration Guide for Arc Pro 11

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15 Call Information Module 4. Installing and Configuring Cisco (TAPI) TSP Under CallManager 8.x The Cisco TSP (Telephony Service Provider) provides the TAPI (Telephony Application Programming Interface) information that the Arc Pro Servers require. A user needs to be created for the Arc Server with the ability to use the following devices in TAPI: All Pre Queue Gateways Devices All 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 Installing the Cisco TSP Install the TSP only on the Arc Server Machine(s). Within Cisco Unified CM Administration, do the following: 1. Select Application > Plugins. The Find and List Plugins page appears. 2. Click Find. A list of available plugins appears. 3. Scroll to the Cisco Telephony Service Provider and click Download. The installer can either be run directly, or copied to the desktop and run later. (CiscoTSP.exe). 4. During the installation, you are asked how many instances of TSP you require. Type the number of instances based on the number of clusters you need to connect to. 5. Select the Destination Folder to install the TSP. 6. If you select multiple instances, the installation wizard requests details about the first TSP instance. 7. Type the Userid of the Application User created for the CallManager; type and verify the Password. 8. Type the CTI Manager 1 IP Address, and then click Next. 9. In the next page enter details about the TSP Media Driver. Select Use New Cisco Media Driver whenever possible. 10. Click Next. Installation starts. 11. When installation is complete, click Finish. 12. At the prompt, restart the system. Configuring the Cisco TSP 1. From the Start menu, select All Programs and expand CUCM Configuration Guide for Arc Pro 13

16 Cisco TSP (32-bit OS) or Cisco TSPx64 (64-bit OS) 2. Select Cisco TSP Configuration. A list of the installed TSPs appears. 3. Select the TSP and then click Configure. 4. Click the General tab, and check that the TSP is the correct version (shown in the Arc Pro Installation and Configuration Manual). 5. Click the User tab. 6. Enter the User Name and Password for the Call Manager User that was set up for the machine. 7. Click the CTI Manager tab. 8. Enter the Name or IP Address of the Primary CTI Manager supplying your TAPI information from. If one is available, you can specify a second CTI Manager for resilience. 9. Depending on the type of driver installed, do one of the following: Cisco Wave Driver a Select the Wave tab, then under Automated Voice Calls, type the Desired number of possible Automated Voice Lines. This is the number of Service, Voice and Host PBX Gateway devices running on the server machine, up to a maximum of 255. b Click OK. c Uninstall and then reinstall the Cisco TAPI WAVE driver, as described in the Cisco TSP readme file. Cisco Media Driver a From the Start menu, select All Programs, and then select Cisco TSP Media Driver Configuration. b In the Cisco Media Driver Configuration window, type a port range that provides enough media channels to handle the call volume that your system will receive. Arc recommends you configure 255 media channels using UDP Port Range Start = and UDP Port Range End = (four UDP ports per channel). c Click OK. You must also add the port range to any firewall exclusions. 10. Reboot all computers on which the TSP has been installed. If you choose to use the Cisco Wave Driver you must also install the device drivers, as described in c:\program Files\Cisco\CiscoTSP.txt You must now test TAPI independently of Arc Pro. all Arc Pro applications before performing the tests. 14

17 Call Information Module 5. Configuring CallManager 9.x and 10.x Call Manager Partitions and Calling Search Spaces The way in which calls are routed to operators, transferred to extensions, and recalled to the operator means that many devices are used to complete a route. Because of this, correctly configured Partitions and Calling Spaces are important. You must set up a new partition Arc Partition and a new Calling Search Space Arc Search Space, which includes all partitions. You must allocate these to all Arc system devices: Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices. Alternatively, use any other CSS that has full routing access to a partition that is accessible from anywhere. Configuring Host PBX Gateway Ports Host PBX Gateway ports are where Arc Pro holds calls before delivery to the client applications. To support the inclusion of Music on Hold from Call Manager, you must configure them as CTI Ports which have a voice capability within the limits of the maximum number of Automated Voice Lines on the Cisco TSP. Within Cisco Unified CM Administration, do the following: 1. Select Device > Phone. 2. Click. The Add a New Phone page appears. 3. Click Phone Type and select CTI Port. 4. Click Next. The Phone Configuration page appears. 5. Select the relevant information for the port, including the User Hold MOH Audio Source. 6. Click Save. 7. Under Association Information, click Line [1] - Add new DN to select the Line to add a device Number to the port. The Directory Number Configuration window appears. 8. Enter the information, including the Route Partition, and then click Save. Configuring Pre CT Gateway and Personal Call Parking Devices Within Cisco Unified CM Administration, do the following: 1. Select Device > CTI Route Point. 2. Click to add a new CTI Route Point. 3. Type the Pre CT Gateway Device Name and a Description. 4. Select a Device Pool and Location as required. 5. Click Save. 6. To configure the directory number, under Association Information, click Add New. The Directory Number Information page appears. CUCM Configuration Guide for Arc Pro 15

18 7. Type the Directory Number, Route Partition and Calling Search Space as required. 8. To provide resilience you can also enter a Forward No Answer destination, to which unanswered calls get sent. 9. Click Save. 10. Create a separate CTI Route Point for every Pre-Gateway port required using the Copy facility. 11. Edit the Device Name and Description. 12. In Device Pool type Default. 13. When you have entered all the CTI Route Points, click Update to complete the configuration. Creating the Main Arc Application User You must set up an Application User account within CallManager so that Arc can access it using TAPI. You must then create an Access Control Group with the correct Roles associated. Finally, you must set up the Application User and then associate it with the Access Control Group. Adding an Application User Within Cisco Unified CM Administration, do the following: 1. Select User Management > Application User, and then click. 2. Under Application User Information, type a User ID with a memorable name, such as Arc Server. 3. Click Save. 4. Under Device Information, click Find more Phones. 5. In the Find and List Phones page, select each of your system devices (Pre CT Gateways, Host PBX Gateways, Queue Locations, Voice Ports, Service Queues, and Call Parking Devices), and then click Add Selected. 6. Return to the Application User Configuration page and confirm that the devices have been associated (in the Controlled Devices list). 7. Click Save. Creating an Access Control Group and Assigning Your Application User The Application User account now needs to be associated with an Access Control Group. 1. Select User Management > User Settings > Access Control Group, and then click. 2. Under Application Control Group Information, type a memorable Name, such as ArcServerGroup. 3. Click Save. 4. Click Add App Users to Group. 5. In the Find and List Application Users page, select the Application User you configured for the Arc Server, and then click Add Selected. 16

19 Call Information Module 6. Return to the Access Control Groups page, and in the Roles column, click the for your Application Control Group. The Access Control Group Configuration page appears. 7. Under Role Assignment, click Assign Role to Group. 8. Select the following Cisco Computer Telephony Interface (CTI) options, and then click Add Selected: Standard CTI Allow Call Park Monitoring Standard CTI Allow Calling Number Modification Standard CTI Allow Control of All Devices Standard CTI Enabled Standard AXL API Access Standard CTI Allow Control of Phones supporting Rollover Mode Standard CTI Allow Control of Phones supporting Connected Xfer and conf Do not select Standard CTI Secure Connection as this encrypts the data and stops the software from working correctly. 9. Click Save. 10. Select User Management > Application User to open the Application User account. 11. Scroll down to the Permissions Information section and click Add to Access Control Group and select the Group you have just set up. 12. Click Save. The Application User account is now set up. CUCM Configuration Guide for Arc Pro 17

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21 Call Information Module 6. Installing and Configuring Cisco (TAPI) TSP Under CallManager 9.x and 10.x The Cisco TSP (Telephony Service Provider) provides the TAPI (Telephony Application Programming Interface) information that the Arc Pro Servers require. A user needs to be created for the Arc Server with the ability to use the following devices in TAPI: All Pre Queue Gateways Devices All 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 Installing the Cisco TSP Install the TSP only on the Arc Server Machine(s). Within Cisco Unified CM Administration, do the following: 1. Select Application > Plugins. The Find and List Plugins page appears. 2. Click Find. A list of available plugins appears. 3. Scroll to the Cisco TAPI xx-bit Client (where xx is 64 or 32), and click Download. The installer can either be run directly, or copied to the desktop and run later. (CiscoTSP.exe). 4. During the installation, you are asked how many instances of TSP you require. Type the number of instances based on the number of clusters you need to connect to. 5. Select the Destination Folder to install the TSP. If you select multiple instances, the installation wizard requests details about the first TSP instance. 6. Type the Userid of the Application User created for the CallManager; type and verify the Password. 7. Type the CTI Manager 1 IP Address, and then click Next. 8. In the next window enter details of the TSP Media Driver. 9. Click Next. Installation starts. 10. When installation is complete, click Finish. 11. At the prompt, restart the system. Configuring the Cisco TSP 1. From the Start menu, select All Programs and expand CUCM Configuration Guide for Arc Pro 19

22 Cisco TSP (32-bit OS) or Cisco TSPx64 (64-bit OS) 2. Select Cisco TSP Configuration. A list of the installed TSPs appears. 3. Select the TSP and then click Configure. 4. Click the General tab, and check that the TSP is the correct version (shown in the Arc Pro Installation and Configuration Manual). 5. Click the User tab. 6. Enter the User Name and Password for the Call Manager User that was set up for the machine. 7. Click the CTI Manager tab. 8. Enter the Name or IP Address of the Primary CTI Manager supplying your TAPI information from. If one is available, you can specify a second CTI Manager for resilience. 9. Configure the port range required by the media driver. a From the Start menu, select All Programs, and then select Cisco TSP Media Driver Configuration. b In the Cisco Media Driver Configuration window, type a port range that provides enough media channels to handle the call volume that your system will receive. Arc recommends you configure 255 media channels using UDP Port Range Start = and UDP Port Range End = (four UDP ports per channel). c Click OK. You must also add the port range to any firewall exclusions. 10. Reboot all computers on which the TSP has been installed. You must now test TAPI independently of Arc Pro. Stop all Arc Pro applications before performing the tests. 20

23 Call Information Module 7. Testing TAPI Using Phone.exe You can test the TAPI wave driver and TSP connections using Phone.exe, which is an application available from (Select the TAPI page and scroll down to TAPI Soft Phone and then download). Close down all Arc Pro applications before performing the tests. 1. Run Phone.exe. 2. 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. Starting the CT Server 1. Open the Arc Connect Server from Start > Programs > Arc Connect > Arc Connect Server 2. If you require Music on Hold, select Configuration > Preferences > Call Handling. 3. Select when you want music to be played: Enable music after voice messaging and Enable music for operator held calls. If you need music between messages, select Enable Gateway Voice Messaging. 4. Click OK. 5. Click File > Start CT Server. A successfully started version 7.x or 8.x Arc Connect CT Server has the status: PBX - Connected Config Database - Connected Log Database - Connected Comms - Active A successfully started version 9.x or 10.x Arc Connect CT Server has this status: CTI - Connected Config Database - Connected Log Database - Connected Comms - Active Confirming the Console Operator 1. Click the Console Connect tab. 2. Use phone.exe to dial one of the Console Queue locations configured as Console Queues. 3. After dialling the call, the Calls Waiting indicator should show one call. 4. Open the Operator Console and log in as an Operator. You will see that a call is waiting in the Console Queue. 5. Press the + key to answer the call. 6. Press Page Down to put the call on hold. CUCM Configuration Guide for Arc Pro 21

24 7. Press Page Down again to retrieve the call. 8. Type the number of another extension and press Enter. A call should be made from the Operator to that extension. 9. Press Enter again and the call is transferred to the third extension and the Operator console is free. Confirming the Agent 1. Log in as an Agent 2. Make the Agent available. 3. Use phone.exe to dial the ACD Queue location 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 the wrap up time activated. 22

25 Call Information Module 8. Configuring Access to the Arc CUP Server The incoming Access Control List (ACL) contains patterns that control which incoming hosts and domains can access Cisco Unified Presence without authentication. To to add incoming ACL information in the Cisco Unified Presence database, do the following: 1. In the Cisco Unified Presence menu, select Proxy Server > Incoming ACL. The Find and List Allowed Incoming Hosts page appears. 2. Click Add New and enter the Description and Address Pattern (IP address). 3. Click Save. 4. Check the list to confirm that the pattern and description have been added. CUCM Configuration Guide for Arc Pro 23

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