CUCM 8.x Configuration Manual for Arc Pro

Transcription

1 CUCM 8.x Configuration Manual for Arc Pro Version 6.0.1

2 2014 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. 2 Marks Street Naremburn NSW 2065 Australia T: F: +61 (0) e: info@arcsolutions.com e: inquiries@arcsolutions.com e: info@arcsolutions.com Support or +44(0) from outside the UK Support Support or +44(0) An Enghouse Interactive Inc. Company 11th Edition, January 2014

3 Call Information Module Contents 1 Configuring CallManager 8.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 user 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 Testing TAPI Using Phone.exe Starting the CT Server Confirming the Console Operator Confirming the Agent Configuring Access to the Arc CUP Server CUCM 8.x Configuration Manual for Arc Pro i

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5 Call Information Module 1 Configuring CallManager 8.x 1.1 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 devices, Pre CT Gateways, Host PBX Gateways, Service Queue, and Voice Port(s). Alternatively, use any other CSS that has full routing access to a partition that is accessible from anywhere. 1.2 Configuring Host PBX Gateway 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 TAPI TSP. Within Cisco Unified CM Administration, do the following: 1. Select Device > Phone. 2. Click to add a new CTI Port. 3. Click Phone Type, and from the list select CTI Port. CUCM 8.x Configuration Manual for Arc Pro 1

6 4. Click Next. 5. Enter the relevant information for the port including the Music On Hold source. This is configured via the User Hold MOH Audio Source field. 6. Click Save. 2

7 Call Information Module 7. The Phone Configuration page enables you to select the Line to add a device Number to the port. Under Association Information, click Line [1] - Add new DN. The Directory Number Configuration page appears. 8. Enter the information as shown above including the partition. 9. Click Save to complete. 1.3 Configuring Pre CT Gateway and Personal Call Parking Devices Within Cisco Unified CM Administration, do the following: 1. Select Device > CTI Route Point. CUCM 8.x Configuration Manual for Arc Pro 3

8 2. Click to add a new CTI Route Point. 3. Type the Pre CT Gateway Device Name and Description. 4. Select a Device Pool and Location as required. 5. Click Save. 4

9 Call Information Module 6. To configure the directory number, under Association Information, click Add New.. 7. Enter the Directory Number, Partition and Calling Search Space as required. 8. To provide resilience you can also enter a destination in the Forward No Answer section. This will forward the call to the selected destination if Arc cannot answer the call for any reason. 9. Select Save. 10. You should create a separate CTI Route Point for every Pre-Gateway port required. This can be done by using the Copy facility to create the next route point. 11. Edit the Device Name and Description. 12. Enter the Device Pool as Default. If you do not use the Copy facility you will have to repeat step 6 to step 12 for each new Route Point. 13. When all of the CTI Route Points have been entered click Update to complete the configuration. 1.4 Creating the Main Arc user You must set up an Application User account has to be specified within CallManager so that Arc can access it using TAPI. You must then create an User Group with the correct Roles associated. Finally, you must set up an Application User and then associated it with the User Group Application User Within Cisco Unified CM Administration, do the following: 1. Select User Management > Application User CUCM 8.x Configuration Manual for Arc Pro 5

10 2. Using the icon, add a new user called Arc Server (or name of your choice). 3. Click Save. 4. Scroll the page, and then under Device Information, click Find more Phones. 6

11 Call Information Module 5. Locate one of your Arc system devices and add it to your Application User. You do not need to add all your Arc system devices to the Application User. 6. Within the Find and List Phones page, select the relevant Devices from the list and click Add Selected. 7. Return to the Application User Account and confirm that the devices have been associated. 8. 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 2. Type a Name for the User Group CUCM 8.x Configuration Manual for Arc Pro 7

12 3. Click Save. 4. Select Add App Users to Group 5. Select the Application User already configured for the Arc Server (in this example ArcServer), and click Add Selected. 8

13 Call Information Module 6. Add Roles to the User Group. To do this return to the main User Group Page and on the right hand side of the screen click the Group.. icon next to our ArcServer Group User 7. In this page, click Assign Role to Group. 8. Scroll down the list and select the Cisco Computer Telephony Interface (CTI) options, and click Add Selected. Select the following check boxes: Standard CTI Allow Call Park Monitoring Standard CTI Allow Calling Number Modification Standard CTI Allow Control of All Devices Standard CTI Enabled CUCM 8.x Configuration Manual for Arc Pro 9

14 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 include Standard CTI Secure Connection in the selection as this will encrypt the data and stop the software from working correctly. 9. Click Save 10. Open the Application User account (select User Management > Application User) 10

15 Call Information Module 11. Add to User Group and select the Group that has just been set up. Click Save. The Application User account is now set up. CUCM 8.x Configuration Manual for Arc Pro 11

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17 Call Information Module 2 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 that has 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 2.1 Installing the Cisco TSP The TSP is required to be installed only on the Arc Server Machine(s). 1. Open the web browser and point to the Cisco CallManager Administration. 2. Select the Application > Plugins. 3. Click Find. 4. A list of available plug-ins is displayed, scroll down to the Cisco Telephony Service Provider, and click Download to the left of the text. 5. The install can either be run directly, or copied to the desktop and run later. (CiscoTSP.exe). 6. During the installation, you will be asked how many instances of TSP you require. Enter the number of instances based on the number of clusters you will be required to connect to. 7. Select the Destination Folder to install the TSP. CUCM 8.x Configuration Manual for Arc Pro 13

18 8. In the case of multiple instances being selected, the remainder of the installation wizard requests details about the first TSP instance. 9. Type the Userid of the application user created for the CallManager; type and verify the Password. 10. Enter the IP Address of the CTI Manager, and then click Next. 11. In the next page enter details about the TSP. Choose the New Cisco Media Driver whenever possible. 12. Click Next. The installation progress is displayed. 13. When the Installation completes, click Finish. 14

19 Call Information Module 14. At the prompt, restart the system. 2.2 Configuring the Cisco TSP 1. From the Start menu, go to All Programs and expand Cisco TSP (32-bit OS) or Cisco TSPx64 (64-bit OS.) 2. Select Cisco TSP Configuration. 3. A list of the installed TSPs appears.. CUCM 8.x Configuration Manual for Arc Pro 15

20 4. Select the TSP and then click Configure. 5. Check that the TSP is the correct version. The Arc Pro Installation and Configuration Manual has a compatibility matrix with this information displayed. 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. Select the CTI Manager tab. 9. Enter the Name or IP Address of the Call Manager CTI Manager to obtain your TAPI information from. A second CTI Manager can be used for resilience if required and available. 10. Depending on the type of driver installed, do one of the following: Cisco Wave Driver If you chose to install the Cisco Wave Driver, select the Wave tab and enter the Desired number of possible Automated Voice Lines. This is the number of Service, Voice and Host 16

21 Call Information Module PBX Gateway devices that are being run from the server machine. There is a maximum of 255 lines available on a single server. Click OK. Uninstall and then reinstall the Cisco TAPI WAVE driver. Instructions for doing this are in the Cisco TSP readme file. Cisco Media Driver If you chose to install the Cisco Media Driver, you must configure the port range that the media driver will use. From the program menu used in step 1, select Cisco TSP Media Driver Configuration. Enter a port range that will provide your Arc system with enough media channels to handle the call volume that your system will receive. Arc recommends you configure 255 media channels by using the range specified in the above screenshot. Click OK. You must add the port range specified to any firewall exclusions. 11. Reboot all computers onto which TSP has been installed. CUCM 8.x Configuration Manual for Arc Pro 17

22 If you choose to use the Cisco Wave Driver you must also install the device drivers. Instructions on installing this are found in a text file, which can be found in c:\program Files\Cisco\CiscoTSP.txt The TAPI must now be tested independently of Arc Pro. 18

23 Call Information Module 3 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 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. 3.1 Starting the CT Server 1. Open the Arc Connect Server from Start > Programs > Arc Connect > Arc Connect Server CUCM 8.x Configuration Manual for Arc Pro 19

24 2. If you require Music on Hold this must be set on the server. Select Configuration > Preferences > Call Handling. 3. Check the boxes you require when music is to be played: either after voice messaging and/or when an operator puts a call on hold. If you require music between messages you must select the Enable Gateway Voice Messaging checkbox. Click OK to continue. 4. Click File > Start CT Server. A successfully started version 7.x or 8.x Arc Connect CT Server has this status: 20

25 Call Information Module A successfully started version 9.x or 10.x Arc Connect CT Server has this status: PBX or CTI Config Database Log Database Comms The server has successfully Connected to the PBX The Server has successfully Connected to the Configuration Database The Server has successfully Connected to the Logging Database The Server has successfully found IP Active 3.2 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. 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. 3.3 Confirming the Agent 1. Log in as an Agent 2. Make the Agent available. 3. Use phone.exe to dial the ACD Queue location CUCM 8.x Configuration Manual for Arc Pro 21

26 4. Answer the call. 5. Put the call on hold via the application. 6. Retrieve the call from the application. 7. End the call. 8. See the wrap up time activated. 22

27 Call Information Module 4 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. Go to the Cisco Unified Presence menu, and select Proxy Server > Incoming ACL. The page Find and List Allowed Incoming Hosts appears. 2. Click Add New and enter the Description and Address Pattern. 3. Click Save. 4. Check the list to confirm that the pattern and description have been added. CUCM 8.x Configuration Manual for Arc Pro 23

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