Installing and Configuring Extension Mobility Using Either: Extended Services 2.2; CRA 2.2 or CRS 3.0(2) and CallManager 3.2

Transcription

1 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 1 of 90 Installing and Configuring Extension Mobility Using Either: Extended Services 2.2; CRA 2.2 or CRS 3.0(2) and CallManager 3.2 Contents Introduction Before You Begin Conventions Prerequisites Components Used Cisco CallManager Extension Mobility Overview Task 1: Creating a CRA Administrator User (Optional) Task 2: Configuring the Extension Mobility Application User Account Task 3: Creating a Test User for Extension Mobility (Optional) Task 4: Creating a Test IP Phone for Extension Mobility (Optional) Task 5: Installing and Setting Up the CRA Engine CRS 3.0 CRA 2.2 CRA with Extended Services 2.2 Task 6: Guidelines for Configuring and Using Extension Mobility Understanding Device Profiles Configuration Examples Configuration Rules Task 7: Configuring CRA 3.0 for Extension Mobility TA C N o tic e : W h a t's C h a n g in g o n T A C W e b H e lp u s h e lp y o u. Task 8: Configuring CRA 2.2 or Extended Services (2.2) for Extention Mobility Launch the CRA Administrator Page or the Extended Services Administrator Page Add the Login Application Add the Logout Application Add the Login Application Trigger Add the Logout Application Trigger Task 9: Configuring the CallManager Server to Use IP Addresses Instead of DNS Names (Optional) Task 10: Configuring CallManager Components for Extension Mobility Launch the Cisco CallManager Administration Menu Adding the Login Service Adding the Logout Service Setting the Service Parameters Creating the Personal Device Profile for the Test User $ "#! $ "#! $ "#! $ "#! $ "#! E x c e lle n t G o o d A v e ra g e F a ir P o o r %& ' ( *),+ - $ "#! $ "#! $ "#! Y e s N o J u s t b ro w s in g. / / ( 54 (2 5 6 c h a ra c te r lim it) 687:9;

2 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 2 of 90 Configuring the Test User Personal Device Profile for Extension Mobility Associating the Test User Personal Profile with the Test User Configuring the Cisco IP Phone for Extension Mobility Task 11: Testing the System and Preparing the User for Cisco CallManager Extension Mobility Logging into Extension Mobility Logging out of Extension Mobility Using the Login Service Test Page Appendix A: Common Problems and Solutions Appendix B: Setting Up Anonymous Access on IBM-340 Platforms Appendix C: Using a Default Device Profile Verify Troubleshoot Related Information Introduction This document explains how to install and configure Extension Mobility on a Cisco approved server running CallManager 3.2(2c) (or later). It also applies to an ICS 7750 SPE 310 running CallManager 3.2 (2c), or later. You should be able to substitute a Cisco Approved server (or ICS 7750 SPE 310) running CallManager 3.1(4b), or later; however, this document has not been verified with CallManager 3.1(4b), or later. Use this document as an instructional guide to the minimum tasks required for implementing Extension Mobility. It is not intended to cover all of the possible variations for installing the components required for Extension Mobility. Nor is it an exhaustive study of all of the possible variations for configuring Extension Mobility. Once you have completed the tasks in this document you will be familiar with a basic Extension Mobility implementation. Extension Mobility uses the login and logout scripts and the HTTP subsystem of a Customer Response Applications (CRA) server. There are three different options for deploying a CRA server for CallManager 3.2 in your environment. They are: CRA 3.0; CRA 2.2 and Extended Services 2.2 which includes a CRA Engine. An explanation of why you would select one option for deploying CRA versus another is beyond the scope of this document therefore it is assumed that you have already determined which option that you will use to deploy CRA for Extension Mobility. This document only covers scenarios where all of the required software is installed on the same server. Installing a CRA engine on a dedicated server is not that much different from installing it on a dedicated server. You can use the instructions below with minor modifications to create an installation that uses a dedicated CRA server. The only CRA components that will be documented are the HTTP subsystem and the login and logout scripts. The Java Telephony API (JTAPI) Subsystem component of CRA is not required for Extension Mobility and will not be covered. Note: Effective with Release 3.0, Cisco Customer Response Applications (CRA) has been renamed Cisco Customer Response Solutions (CRS). The Cisco Web site and packaging materials have been updated to reflect the new name, but the user interface and documentation have not been updated with

3 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 3 of 90 the new name. This document only covers using DC directory. Using an Active Directory server or Netscape's iplanet LDAP server is beyond the scope of this document. This document only covers using the Default Repository Profile. Using a different Repository Profile is beyond the scope of this document. Upgrading from CRA 2.2 to CRS 3.0(2) is beyond the scope of this document. Caution: CRS 3.0(2) is not compatible with: CallManager 3.3 and/or ICS 7750 Version 2.6 or later. Installing CRS 3.0 on systems running these versions results in system outages. Cisco CallManager 3.3 requires CRS 3.0(3a) or later. Caution: Refer to Release Notes for Cisco Customer Response Applications 3.0(3) for more information on CRS 3.0(3a). This document uses IP addresses instead of DNS host names in order to avoid having to cover the complexities of implementing DNS. If your server and IP phones have an operational DNS server you may substitute DNS names for IP addresses. Before You Begin Conventions For more information on document conventions, see the Cisco Technical Tips Conventions. Prerequisites Before attempting this configuration, please ensure that you meet the following prerequisites: You have an operational CallManager 3.2(2c) (or later) server that does not have an incompatible IP Telephony Application or a previous version of CRA already installed on it. See the Cisco CallManager Compatibility Matrix for more information on IP Telephony Application compatibility. Components Used The information in this document is based on the software and hardware versions below. Cisco CallManager 3.2(2c) patched to SP-F ICS 7750 SPE 310 Version 2.5 (you can substitute any Cisco approved server) Cisco 7940 IP Phone (you can substitute a Cisco 7960 IP Phone)

4 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 4 of 90 You only need one of the following three applications. This document explains how to use each one CRS 3.0(2) CRA Extended Services The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it. Caution: Do not remove the installations CDs until you are specifically requested to do so. There will be times during a normal installation when it appears that no activity is taking place. This is normal. Removing a CD unless directed to do so might cause the installation to fail. If your system does not display any signs of activity for an extended period (ten minutes or more) it is possible that the installation has stopped working. Remove the CD, reboot the server and start the installation over again. Note: The instructions included in this document for launching applications to perform configuration tasks assume that you are working directly on the server. Most configuration tasks can also be accomplished from a remote PC using Internet Explorer or by using Terminal Services to access the server via a terminal session. However most Cisco IP Telephony Applications should be installed while working directly on the server instead of using Terminal Services. To ensure that your installation of Extension Mobility follows this document it is recommended that you perform all steps directly on the server. Cisco CallManager Extension Mobility Overview The Cisco CallManager Extension Mobility feature allows you to configure any Cisco IP Phone7960/7940 that has been configured for use with Extension Mobility as their own, temporarily, by logging in to that phone. Once logged in, the phone adopts the user's personal phone number(s), speed dials, services links and other user-specific properties. After logout, the phone adopts the default profile it was configured to use. Default Profiles can be based on the phones normal configuration or a default logout profile that is loaded whenever a user logs out of a phone. In other words when a user logs out of a phone the default logout profile is logged into the phone. See Appendix C: Using a User Device Profile as a Default Device Profile for an example of this concept in action. With Cisco CallManager Extension Mobility, several employees can share office space on a rotational basis instead of having a designated office. This approach is commonly used in work environments such as sales offices and consulting firms where employees do not routinely conduct business in the same place or keep the same hours every day. Login Service Administrators can program the login service, an XML-based authentication service, for a variety of uses, including duration limits on phone configuration and login authorization for particular phones. Programming is done in Cisco CallManager Service Parameters Configuration.

5 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 5 of 90 The user interface to the login service is accessed through the Services button on Cisco IP Phone Models 7960 or The user enters login information in the form of a UserID and a Personal Identification Number (PIN). The Login Application receives the XML-over-HTTP request and verifies the information against the Cisco IP Telephony Directory (see the first illustration in the Task 2: Configuring the Extension Mobility Application User AccountTask 2: Configuring the Extension Mobility Application User Account section). The phone is reconfigured automatically with the individual user device profile information. Logout Service The user logs out by pressing the Services button and selecting logout. After the user logs out, Cisco CallManager sends the original user profile to the phone and restarts the phone. Using CallManager 3.2 or 3.3 The Login and Logout services are provided by a CRA Engine. This is the only reason that you need to install CRA (or Extended Services) for Extension Mobility. CallManager 3.3 has the Login and Logout services incorporated into it so that a separate application is no longer required. If you have not yet configured Extension Mobility and you are planning on migrating to CallManager 3.3 in the near future you might want to wait to configure Extension Mobility until the CallManager 3.3 infrastructure is in place. Task 1: Creating a CRA Administrator User (Optional) This task is only required if you do not already have a user account that you can use for this purpose. This account will be used for administering the version of CRA that you install. 1. Launch the CallManager Administration page locally by selecting Start > Programs > Cisco CallManager Click User > Add a New User. 3. Enter the First Name; Last Name; User ID; and PIN. Click Insert. Task 2: Configuring the Extension Mobility Application User Account 1. Launch the CallManager Administration page locally by selecting Start > Programs > Cisco CallManager Click User > Add a New User. 3. Enter the: First Name; Last Name; User ID; and PIN.

6 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 6 of 90 Click Insert. 4. Select Extension Mobility from the left panel of the User Information page.

7 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 7 of Scroll down the User Information page. At the Enable Authentication Proxy Rights check box, select Enabled.

8 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 8 of 90 Click Update. Task 3: Creating a Test User for Extension Mobility (Optional) Complete the following steps to create a test user for Extension Mobility. Note: This task is only required if you do not already have a user configured that you can use to test Extension Mobility. 1. Launch the CallManager Administration page by selecting Start > Programs > Cisco CallManager Click User > Add a New User. 3. Enter the: First Name; Last Name; User ID; and PIN. Click Insert. Task 4: Creating a Test IP Phone for Extension Mobility (Optional) Complete the following steps to create a test IP phone for Extension Mobility.

9 Cisco - Installing and Configuring Extension Mobility Using Either: Extended Services 2... Page 9 of 90 Note: This task is only required if you do not already have a 7940 or 7960 configured that you can use to test Extension Mobility. 1. Launch the CallManager Administration page by selecting Start > Programs > Cisco CallManager Select Device > Phone. 3. Select Add a new Phone, then select Cisco Click Next. Note: If you are using a Cisco 7960, select 7960 in Step Enter the MAC Address; Description. Select Device Pool = Default. Select Phone Button Template = Line. Note: If you are using a Cisco 7960, select the Default 7960 Button Template instead. Click Insert. 5. When the Directory Number page (DN) appears, enter a DN. In this case Click Insert. 6. The following prompt will appear:

10 Page 10 of 90 Click Cancel. 7. The following prompt will appear: Click OK. 8. Select Line 2 - Add a New DN. 9. Enter a DN. In this case Click Insert. 10. The following prompt will appear: Click OK. 11. The following prompt will appear: Click OK. 12. The following prompt will appear:

11 Page 11 of 90 Click OK. 13. Return to the Phone Configuration page. Scroll down to the Extension Mobility section and select: Enable Extension Mobility Feature and Use Current Device Settings. By selecting Use Current Device Settings, the current phone configuration will become the Default Device Profile for this phone when there are no users logged into it. Note: The Enable Extension Mobility Feature option appears on the phone settings page even though it is not possible to use it yet because the CRA engine required to handle the Login and Logout services is not installed at this time. Click Update. 14. The following prompt will appear: Click OK. 15. Click Reset Phone. 16. The following window will appear:

12 Page 12 of 90 Click Reset. 17. The following prompt will appear: Click OK. 18. Close the browser. Task 5: Installing and Setting Up the CRA Engine You only need to use one of the three applications in this section. Do not attempt to install more than one of these applications on the Cisco CallManager server. CRS 3.0 CRS 3.0 CRA 2.2 CRA with Extended Services 2.2 Complete the following sections for CRS 3.0: 1. Obtaining a CRS 3.0 License 2. Installing CRS 3.0 on the Cisco CallManager Server 3. Configuring the Directory Information for CRS 3.0

13 Page 13 of Start the CRS 3.0 Engine Obtaining a CRS 3.0 License Before you install Cisco CRS 3.0, you need to register your purchase. Your copy of Cisco CRS 3.0 includes a unique Product Activation Key (PAK) that you use to validate your product purchase. You can find the PAK on the product box, or on the Installation CD case. After you register your purchase, you will receive a confirmation containing the appropriate license file(s). The Cisco CRA installer uses the license files to validate your product purchase and to determine which components to install on your server. Complete the following steps to register your PAK on the Cisco Connection Online Customer Registration Web page: 1. Locate your Product Activation Key (PAK). You can find the PAK on the product box, or on the Cisco CRS Installation CD-ROM case. If you have already installed CRS 3.0 and you are adding components, your PAK is on the license certificate you received with your order. 2. Use the following URL to access the Cisco Connection Online Customer Registration Web page: The Cisco Connection Online Customer Web page appears. 3. Enter your customer information and PAK. The registration page validates your order and s the appropriate license file(s) to you. 4. After you receive the license files by , create a folder on the C:\ drive of your CRS server to store your license files (for example, CRA Licenses), and copy the license files into that folder. 5. Use a floppy disk or network connection to transfer the license files. 6. You are now ready to install Cisco CRS 3.0. Installing CRS 3.0 on the Cisco CallManager Server Complete the following steps to install CRS 3.0 on the Cisco CallManager server: 1. Insert the Cisco CRS Installation CD-ROM. The installation script should start automatically. If it does not, browse to the root of the CD and double click on the stistage.exe file. Note: The installation of CRS 3.0 on your system might not match the steps below exactly if the license you use has different options enabled. Most of the steps will be the same or very similar. Make any adjustments that are required while following the basic steps described below. If your

14 Page 14 of 90 installation completes successfully you should be able to configure Extension Mobility. The Welcome to the Cisco Customer Response Applications Installation window appears. Enter the Administrator password. Click Next. 2. The Cisco Customer Response Application Product License Location window appears. In the Product License Path field, enter the path to the folder that contains the license files, or click Browse to locate the folder. Click Next. 3. The license confirmation window will appear. Click Yes to confirm your selections.

15 Page 15 of 90 Note: The options that you see on your system will be based on the license that you purchased. Click Yes. 4. The Customer Response Applications Component Distribution window will appear. Note: The options that you see on your system will be based on the license that you purchased. Select CRA Engine and Database. In the case of the system this document was created with this will automatically select ICD Enhanced Server with Media Termination. Your system might not behave in the same manner. You do not need the ICD Enhanced Server with Media Termination option to configure EM. If your system does not select it, do not select it manually. Click Next. 5. The CallManager Database Location window will appear. Leave the default This server selected. Enter the: SQL Username and the SQL Password.

16 Page 16 of 90 Click Next. 6. In the Language Group area, select the language groups to install. In this case, select English. Select United States. Click Next. 7. If your license has ICD enabled, the ICD Configuration window will appear. If this is not the window that appears on your server omit this step. Leave the default information in place. Enter an Area Code.

17 Page 17 of 90 Click Next. 8. If your license has ICD enabled, the ICD Directory Server Configuration window appears. If this is not the window that appears on your server omit this step. Select Use This Server's LDAP. Accept the defaults for all of the remaining fields that are populated. Enter the Directory Administrator Password for this CallManager server. Click Next. 9. If the CTI Manager Location window appears enter: the name of this CallManager server; the Administrative User ID and the Administrative Password. Otherwise omit this step.

18 Page 18 of 90 Click Next. 10. The AVVID Backup Configuration window might appear. The AVVID Backup Utility is not required to use Extension Mobility. Describing how to configure it is beyond the scope of this document. If you want to use the AVVID Backup utility on this server, complete the configuration when prompted as required for your environment. When you are done, proceed with the next step. If you do not want to use the AVVID Backup utility on this server, select whatever options allow you to close the configuration dialogue for the AVVID Backup utility and proceed with the next step. 11. The Ready to Install Cisco Customer Response Applications window will appear.

19 Page 19 of 90 Click Next. 12. You might be prompted to enter additional CDs during the installation. Insert them as required and proceed. 13. After the installation of the software is complete, the window for setting the SQL password is displayed. Enter a new password and confirm it. Click OK. 14. The following prompt will appear. Click OK. 15. You will be prompted to remove the CRS CD and reboot the server. Remove the CD. Click Yes. Configuring the Directory Information for CRS 3.0 After you install CRS 3.0 you need to log in to the server using the Windows Administrator account to access the CRA Administration Web interface to perform additional configuration tasks. 1. When the server finishes rebooting you should automatically be taken to the initial setup process for CRA. If you are not, select Start > Programs > Cisco CRA Administrator > Application

20 Page 20 of 90 Administrator. Enter Administrator as your login name, and enter ciscocisco as your password and click Log On. Note: Use the specified login name and password during the first time setup process only. They are case sensitive enter them exactly as shown. Do not use the password that you configured for DC Directory when you installed Cisco CallManager unless you used ciscocisco at that time. 2. To establish the directory server settings for CRS 3.0 click Setup. 3. Enter this server's IP address in the Directory Hostname field. Enter the Directory Password for DC Directory on this server. Leave all of the other fields at their default settings. Do not use ciscocisco as the password unless this is your normal DC Directory password. Note: If you use the incorrect Directory Password in this window you will see an LDAP error message containing the phrase "Invalid credentials" when you click Next. Use the correct password and try again. Click Next. 4. Click Edit to enter a new profile name and create a new profile name. In this case emobility.

21 Page 21 of 90 Click Next. 5. Select the Use the default Repository profile radio button. Click Next. 6. Select the CRA administrator user ID that you created for this purpose. In this case crsadmin. Click the left arrow to move the userid to the CRA Administrator / Supervisor area. Note: You must specify at least one Administrator in order to be able to administrate the CRA system. Note: This screen shot was captured before any other users where added to the Cisco CallManager server.

22 Page 22 of 90 Click Finish. 7. The CRA server will process your configuration. 8. The Directory Setup Configuration Setup confirmation page will appear. Close your browser.

23 Page 23 of 90 Start the CRS 3.0 Engine Complete the following steps to start the CRA 3.0 engine: 1. Select Start > Programs > Cisco CRA Administrator > Application Administrator. 2. Enter the username that you assigned to administrate CRS (crsadmin in this case), and enter the password you assigned this user. 3. The Customer Response Applications Administration page will appear. 4. Select System > Engine.

24 Page 24 of Click Start Engine. Wait until the System Status shows the Engine Running and the HTTP Subsystem as IN_SERVICE. The Subsystems that are shown as OUT_OF_SERVICE are not required for Extension Mobility. Close your browser. Proceed to Task 6: Guidelines for Configuring and Using Extention Mobility Note: Select the Auto-refresh every check box and enter a time so that the page will reflect the latest Subsystem status.

25 Page 25 of 90 CRA 2.2 Complete the following sections for CRA 2.2: 1. Install and Set Up CRA 2.2 on the Cisco CallManager Server 2. Configuring Directory Information for CRA Start the CRA 2.2 Engine Install and Set Up CRA 2.2 on the Cisco CallManager Server Complete the following steps to install CRA 2.2.x from the file available on Cisco Connection Online (CCO): 1. Use a Web browser to access the following URL, which requires an account on CCO: ( registered customers only) 2. Locate the Cisco Customer Response Application entries in the table and download the latest file: icd-ivr-aa-ffr.2-2-x.exe. 3. Double-click on the downloaded file to launch the installer. 4. The Welcome to the Cisco Customer Response Applications Installation window appears.

26 Page 26 of 90 Click Next. 5. The Cisco Customer Response Applications Products Keys Window appears. The key for Extension Mobility is: OAHN-LBRL-XMMG-DCFU. Do not enter any additional keys. Click Next. 6. The following prompt will appear.

27 Page 27 of 90 Click Yes. 7. The CallManager Database Location window will appear. Leave the default of This server selected. Enter: the SQL Username and the SQL Password. Click Next. 8. The CiscoWorks2000 Syslog Configuration window appears.

28 Page 28 of 90 Click Next. 9. The AVVID Backup Configuration window might appear. The AVVID Backup Utility is not required to use Extension Mobility. Describing how to configure it is beyond the scope of this document. If you want to use the AVVID Backup utility on this server, complete the configuration when prompted as required for your environment. When you are done, proceed with the next step. If you do not want to use the AVVID Backup utility on this server, select whatever options allow you to close the configuration dialogue for the AVVID Backup utility and proceed with the next step. Click Next.

29 Page 29 of The Ready to Install Cisco Customer Response Applications window appears. Click Next. 11. After the installation of the software is complete, the window for setting the Administrator password is displayed. Enter a new password and confirm it. Click OK. 12. The window for setting the SQL password is displayed. Enter a new password and confirm it.

30 Page 30 of 90 Click OK. 13. You will be prompted to remove the CD and reboot the server. Remove the CD. Click Yes. Configuring Directory Information for CRA 2.2 After you install CRA 2.2 you need to log in to the server using the Windows Administrator account to access the CRA Administration web interface to perform additional configuration tasks. 1. Select Start > Programs > Cisco CRA Administrator > Application Administrator. Enter Administrator as the ID and the Administrator Password for this server as the password. Click Setup. 2. Enter this server's IP address in the Directory hostname field. Enter the Directory Password for DC Directory on this server. Enter a name for the configuration profile. In this case emobility is used. Leave all of the other fields at their default settings. Note: If you use the incorrect password in this window you will see an LDAP error message containing the phrase "Invalid credentials" when you click Next. Use the correct password and try again.

31 Page 31 of 90 Click Next. 3. The Application Scripts will automatically be installed. When you see the message "Media setup completed" close the browser window. Start the CRA 2.2 Engine Complete the following steps to start the CRA 2.2 engine: 1. Select Start > Programs > Cisco CRA Administrator > Application Administrator. Enter Administrator as the ID and the Administrator for this server as the password. The Application Administrator page will appear.

32 Page 32 of Select Engine. The Engine status window will appear. If the engine is already started, click Stop Engine. 3. If you stopped the engine the status window will refresh. Click Start Engine. Note: Select the Auto-refresh every check box and enter a time so that the page will reflect the latest subsystem status.

33 Page 33 of 90 The Application Subsystem and the HTTP Subsystem should show that they are IN_SERVICE. Close the browser. Proceed to Task 6: Guidelines for Configuring and Using Extention Mobility. CRA with Extended Services 2.2 Complete the following sections for CRA with Extended Services 2.2: 1. Install and Set Up Extended Services 2.2 with CRA on the Cisco CallManager Server 2. Configuring the Directory Information for Extended Services 2.2 (CRA) 3. Start the Extended Services 2.2 (CRA) Engine Install and Set Up Extended Services 2.2 with CRA on the Cisco CallManager Server From the Internet Complete the following steps to install Extended Services from the file available on Cisco Connection Online (CCO): 1. Use a Web browser to access the following URL, which requires an account on CCO: ( registered customers only) 2. Locate Cisco CallManager Extended Services entries in the table and download the latest file: cmes-ffr.2-2-x.exe. 3. Double-click on the downloaded file to launch the installer. Proceed to Step 5. From the Extended Services (or newer) CD 4. Insert the Cisco CallManager Extended Services CD in the drive. The installation should

34 Page 34 of 90 start automatically. If it does not start, browse the CD and double-click in the file named stistage.exe to start the installation. 5. The Welcome to the Cisco CallManager Extended Services Installation Wizard window will appear. Click Next. 6. A window appears with a checklist of applications offered by Cisco CallManager Extended Services. Check the box next to Cisco Extension Mobility. Do not select Cisco CallManager AA. Click Next.

35 Page 35 of The prompt for installing Extension Mobility appears. Click Yes. 8. The CiscoWorks2000 Syslog Configuration window appears. Click Next. 9. The AVVID Backup Configuration window might appear. The AVVID Backup Utility is not required to use Extension Mobility. Describing how to configure it is beyond the scope of this document. If you want to use the AVVID Backup utility on this server, complete the configuration when prompted as required for your environment. When you are done proceed with the next step. If you do not want to use the AVVID Backup utility on this server, select whatever options allow you to close the configuration dialogue for the AVVID Backup utility and proceed with the next step.

36 Page 36 of 90 Click Next. 10. The Ready to Install Cisco Extended Services window will appear. Click Next. 11. After the installation of the software is complete the window for setting the Administrator password is displayed. Enter a new password and confirm it.

37 Page 37 of 90 Click OK. 12. The window for setting the SQL password is displayed. Enter a new password and confirm it. Click OK. 13. You will be prompted to remove the CD and reboot the server. Remove the CD. Click Yes. Configuring the Directory Information for Extended Services 2.2 (CRA) After you install Extended Services 2.2 you need to log in to the server using the Windows Administrator account to access the Extended Services Administration Web interface to perform additional configuration tasks. Complete the following steps. 1. Select Start > Programs > Cisco Extended Services Administrator > Application Administrator. Enter Administrator as the ID and the Administrator Password for this server as the password.

38 Page 38 of 90 Click Setup. 2. Enter this server's IP address in the Directory hostname field. Enter the Directory Password for DC Directory on this server. Enter a name for the configuration profile. In this case emobility is used. Leave all of the other fields at their default settings. Click Next. Note: If you use the incorrect password in this window you will see an LDAP error message containing the phrase Invalid credentials when you click Next. Use the correct password and try again. 3. The Application Scripts will automatically be installed. When you see the message "Media setup completed" close the browser window.

39 Page 39 of 90 Start the Extended Services 2.2 (CRA) Engine Complete the following steps to start the Extended Services 2.2 (CRA) engine: 1. Select Start > Programs > Cisco CRA Administrator > Application Administrator. Enter Administrator as the ID and the Administrator Password for this server as the password. The Application Administrator page will appear. 2. Select Engine. The Engine window will appear. If the Engine is already started, select Stop Engine. 3. If you stopped the engine the status window will refresh.

40 Page 40 of 90 Select Start Engine. Note: Select the Auto-refresh every check box and enter a time so that the page will reflect the latest subsystem status. The Application Subsystem and the HTTP Subsystem should show that they are IN_SERVICE. Close the browser. Proceed to Task 6: Guidelines for Configuring and Using Cisco CallManager Extension Mobility. Task 6: Guidelines for Configuring and Using Extension Mobility It is important to understand how device profiles work with Cisco CallManager Extension Mobility in order to configure the service correctly. This section discusses the following topics: Understanding Device Profiles

41 Page 41 of 90 Configuration Examples Configuration Rules Understanding Device Profiles A device profile is made up of a set of attributes (services and/or features). Device profiles include: User Device Profile Name Description User Hold Audio Source Phone Button Template Expansion Module 1 and 2 User Locale Speed Dial numbers Directory Numbers Services (such as login, logout) Devices profiles are associated with a user on the Extension Mobility configuration section of the User's User Information page. When you log into a phone that has been enabled to use Extension Mobility, the device profile temporarily over writes the phone's original configuration. When you log out, the phone returns to its previous state, otherwise known as the default configuration. The default configuration can be a snap shot of the configuration that was taken the last time any changes were made to the phone's settings (autogenerated device profile) or it can be a default device profile that is associated with the phone. Autogenerated Device Profile When you have the Extension Mobility option Use Current Device Settings selected an autogenerated device profile is created whenever you update the phone settings. An autogenerated device profile represents a snapshot of an existing device's configuration. This device profile is loaded back into the phone when the current user logs out of the phone. You can modify the autogenerated device profile by making changes to the settings for the phone. You cannot delete an autogenerated device profile. Default Device Profile You can assign a device profile to a phone so that when a user logs out of the phone, the default device profile is loaded.

42 Page 42 of 90 This feature is useful if you have several phones that you want to share the same characteristics when a user is not logged into the phone. See Appendix C: Using a Default Device Profile for an example of this feature. Configuration Examples This section describes the following scenarios using Cisco CallManager Extension Mobility: Scenario 1: All Users Have Extension Mobility Enabled Scenario 2: Mixed Configuration Using Personal (Private) Phones Scenario 3: Mixed Configuration Using Shared Phones Scenario 1: All Users Have Extension Mobility Enabled In this scenario, all employees are users of Extension Mobility. Employees are configured to have one personal device profile that applies to any Extension Mobility enabled phone which they log into. Employees do not have the ability to modify the settings on a physical phone. Employees must log into a phone before they can use it as their extension. Employees also have access to common devices, such as lobby phones, conference room phones, and cubicle phones that are meant to be shared. When users go to the Cisco Phone User Options Web pages to change their services or speed dials, they can select only their device profile from the "Select a device to configure" drop-down menu. Any changes users make to their services follows them to any phone they log into. Caution: Users should not unsubscribe the login and logout services from their device profile. This will prevent them from being able to log into any phones. This is a recommended configuration. Scenario 2: Mixed Configuration Using Personal (Private) Phones In this scenario each employee has a physical phone assigned to her. Nobody else (other than the administrator) can make changes to the settings on this phone. Extension Mobility is not enabled on this phone therefore the user does not log into his or her personal phone. In addition each user has a personal device profile which follows him or her to every phone he or she logs into. This provides each user with access to common devices, such as lobby phones, conference room phones, and cubicle phones that are meant to be shared. It also prevents other users from logging into her personal phone. She will have two phone configurations the one that applies to her physical phone and the one that applies to her personal device profile. Changes can be made to her personal phone or her Extension Mobility device profile via the Cisco Phone User Options web pages: Note: In this scenario, no one is allowed to use anyone else's personal phone.

43 Page 43 of 90 Caution: Users should not unsubscribe the login and logout services from their device profile. This will prevent them from being able to log into any phones. This is a recommended configuration. Scenario 3: Mixed Configuration Using Shared Phones In this scenario employees share phones. One example would be where a user has a physical phone assigned to him that is also configured for Extension Mobility. The user can use Extension Mobility to log into the phone if he has a device profile but he does not have to login to his phone in order to use it. When he is not at his desk another user user can login to the same phone and use it as his temporary personal extension. If the owner of the phone had left his device profile active because he did not log out the new user can log him out prior to logging himself in. Allowing users to both own and share the same phones can cause confusion. In this case the new user might forget to logout when he is done using the phone. When the phone's owner returns he might not notice that his extension is no longer the active extension on the phone. In this case he would be able to place calls but not receive them because his Directory Number is not the one currently assigned to the phone. Caution: Users should not unsubscribe the login and logout services from their device profile. This will prevent them from being able to log into any phones. This is not a recommended configuration. Configuration Rules To avoid problems deploying Cisco CallManager Extension Mobility, be sure to follow these configuration rules: If you want to enable all phones within your Cisco CallManager cluster for Cisco CallManager Extension Mobility, you should not allow the users to control these devices. That is, when a user is logged into the Cisco CallManager User Options page he can only select his Extension Mobility device profile from the "Select a device to configure" drop-down list. If there is a device which a particular user controls, for example, his office phone, you should not configure the phone for Extension Mobility. In addition, you should not associate this phone with any other users. This will ensure that only the owner of the phone and a CallManager System Administrator can make changes to the phone. It is advisable to to apply time limits to login periods for Extension Mobility if your users have a habit of forgetting to logout of shared devices. Task 7: Configuring CRA 3.0 for Extension Mobility To configure Cisco CallManager for Extension Mobility, perform the following procedures in sequence:

44 Page 44 of Launch the CRA Administrator Page 2. Add the Login Application 3. Add the Logout Application 4. Add the Login Trigger 5. Add the Logout Trigger 6. Test the Triggers Launch the CRA Administrator Page Complete the following steps: 1. Launch the CRA Administration page by selecting Start > Programs > Cisco CRA Administrator. 2. Perform the sub tasks below in sequence. Add the Login Application Complete the following steps: 1. Select Application > Configure Applications. The Application Configuration window will appear. 2. Select Add A New Application. Select Cisco Script Application. Click Next. 3. The screen will automatically refresh to the Extension Mobility window. In the Application ID field enter a unique value between 0 and 50. In this case 0. In the Maximum Number of Sessions field enter a value between 1 and 50. In this case 10. Click the Enabled radio button. In the ExtensionMobilityUserID field enter the account name that you created for this purpose. In this case emobility. In the ExtensionMobilityPassword field enter the password that you configured. Caution: The ExtensionMobilityUserID and ExtensionMobilityPassword are not validated when you click Update. It is possible to enter them incorrectly in which case Extension Mobility will not work properly. Make certain that you enter the correct values. Caution: If your users will have alphabetical user IDs or alphanumeric user IDs (letters and numbers) you must select AlphanumericUserid = True. Otherwise, the login service will only allow numbers for user IDs.

45 Page 45 of 90 Click Add. 4. The popup indicating that the operation was successful should appear. Click OK. 5. Select Back to Application List from the current window.

46 Page 46 of 90 Add the Logout Application Complete the following steps: 1. Select Add a New Application. 2. The Add A New Application Window appears. Select Cisco Script Application. Click Next. 3. The screen will automatically refresh to the Extension Mobility window. In the Application ID field enter a unique value between 0 and 50. In this case 1. In the Maximum Number of Sessions field enter a value between 1 and 50. In this case 10. Click the Enabled radio button. In the ExtensionMobilityUserID field enter the account name that you created for this purpose. In this case emobility. In the ExtensionMobilityPassword field enter the password that you configured.

47 Page 47 of 90 Caution: The ExtensionMobilityUserID and ExtensionMobilityPassword are not validated when you click Update. It is possible to enter them incorrectly in which case Extension Mobility will not work properly. Make certain that you enter the correct values. Click Add. 4. The popup indicating that the operation was successful should appear. Click OK. Add the Login Application Trigger Complete the following steps: 1. Select Subsystems > HTTP from main menu of the current window. 2. Select Add a New HTTP Trigger.

48 Page 48 of Enter a name in the In the Trigger Name field. This must be preceded by a forward slash "/". This is the suffix of the URL that you will enter when you are setting up the IP Phone Services later in this document. In this case /login is used. Select the login application that you created. In the Maximum Number Of Sessions field enter the same number that to you entered for this application. In this case 10. Click the Enabled radio button Click Add. Add the Logout Application Trigger Complete the following steps: 1. The HTTP Trigger Configuration window appears. Select Add a New HTTP Trigger.

49 Page 49 of Enter a name in the In the Trigger Name field. This must be preceded by a forward slash "/". This is the suffix of the URL that you will enter when you are setting up the IP Phone Services later in this document. In this case /logout is used. Select the logout application that you created. In the Maximum Number Of Sessions field enter the same number that to you entered for this application. In this case 10. Click the Enabled radio button. Click Add. 3. The HTTP Trigger Configuration window appears. You should see the two triggers that you created. Test the Triggers You can verify that the triggers are set properly by starting IE and entering the trigger URLs. The format is: or In this case and respectively. Note: These are also the services URLs that will be used later when you configure the IP Phone Services in Cisco CallManager.

50 Page 50 of 90 You should see: Or If the triggers do not display the XML text above see Appendix A: Common Problems and Solutions. Task 8: Configuring CRA 2.2 or Extended Services (2.2) for Extention Mobility To configure CRA 2.2 or Extended Services (2.2) for Extension Mobility, perform the following procedures: 1. Launch the CRA Administrator Page or the Extended Services Administrator Page

51 Page 51 of Add the Login Application 3. Add the Logout Application 4. Add the Login Trigger 5. Add the Logout Trigger Launch the CRA Administrator Page or the Extended Services Administrator Page This part of configuring Extension Mobility is the same for both CRA and Extended Services Select Start > Programs > Cisco CRA Administrator > Application Administrator or select Start > Programs > Cisco Extended Services Administrator > Application Administrator. 2. Perform the sub tasks below in sequence. Add the Login Application Complete the following steps: 1. Select Generic Applications. 2. Select Add new application.

52 Page 52 of Enter an Application Name. In this case login. Select the hotel.aef script from the drop down menu. Click Next. 4. The screen will automatically refresh to the Extension Mobility window. In the Application ID field, enter a unique value between 0 and 50. In this case 0. In the Maximum Number of Sessions field, enter a value between 1 and 50. In this case 10. Click the Enabled radio button. In the ExtensionMobilityUserID field enter the account name that you created for this purpose. In this case emobility. In the ExtensionMobilityPassword field enter the password that you configured. Caution: The ExtensionMobilityUserID and ExtensionMobilityPassword are not validated when you click Update. It is possible to enter them incorrectly in which case Extension Mobility will not work properly. Make certain that you enter the correct values.

53 Page 53 of 90 Click Update. Add the Logout Application Complete the following steps: 1. Select Add new application. 2. Enter an Application Name. In this case logout. Select the hotelout.aef script from the drop down menu.

54 Page 54 of 90 Click Next. 3. The screen will automatically refresh to the Extension Mobility window. In the Application ID field, enter a unique value between 0 and 50. In this case 1. In the Maximum Number of Sessions field, enter a value between 1 and 50. In this case 10. Click the Enabled radio button. In the ExtensionMobilityUserID field enter the account name that you created for this purpose. In this case emobility. In the ExtensionMobilityPassword field enter the password that you configured. Caution: The ExtensionMobilityUserID and ExtensionMobilityPassword are not validated when you click Update. It is possible to enter them incorrectly in which case Extension Mobility will not work properly. Make certain that you enter the correct values. Click Update. 4. The Application Administration window will appear again. Select Return to Main Menu.

55 Page 55 of 90 Add the Login Application Trigger Complete the following steps: 1. Select HTTP Triggers. 2. Select Add new HTTP Trigger.

56 Page 56 of Enter a name in the In the Trigger Name field. This must be preceded by a forward slash "/". This is the suffix of the URL that you will enter when you are setting up the IP Phone Services later in this document. In this case /login is used. Select the login application that you created. In the Maximum Number Of Sessions field, enter the same number that to you entered for this application. In this case 10. Click the Enabled radio button. Click Update. Add the Logout Application Trigger Complete the following steps: 1. The /login trigger will be shown in the URL Pattern field. Select Add new HTTP Trigger. 2. Enter a name in the In the Trigger Name field. This must be preceded by a forward slash "/". This is the suffix of the URL that you will enter when you are setting up the IP Phone Services later in

57 Page 57 of 90 this document. In this case /logout is used. Select the logout application that you created. In the Maximum Number Of Sessions field, enter the same number that to you entered for this application. In this case 10. Click the Enabled radio button. Click Update. 3. The The HTTP Trigger Configuration window appears. You should see the two triggers that you created. Close the browser. Task 9: Configuring the CallManager Server to Use IP Addresses Instead of DNS Names (Optional) This task is required if your server and IP Phones do not have an operational DNS server. If your IP phones are able to resolve the server's DNS name to its IP address you do not need to perform this task. Complete the following steps. 1. On the Cisco CallManager Administration page, select System > Enterprise Parameters. In the fields that have URL in their name in the left hand side replace the server-name DNS entries with the server-ip-address as shown. Caution: Do not change the ClusterID.

58 Page 58 of 90 Click Update. 2. Select System > Server. Select this server's name and replace the DNS name with the IP address. Click Update.

59 Page 59 of 90 Task 10: Configuring CallManager Components for Extension Mobility To configure Cisco CallManager for Extension Mobility, perform the following procedures: 1. Launch the Cisco CallManager Administration Menu 2. Adding the Login Service 3. Adding the Logout Service 4. Setting the Service Parameters 5. Creating the Personal Device Profile for the Test User 6. Configuring the Test User Personal Device Profile for Extension Mobility 7. Associating the Test User Personal Profile with the Test User 8. Configuring the Cisco IP Phone for Extension Mobility Launch the Cisco CallManager Administration Menu Complete the following steps to launch the Cisco CallManager Administration Web page: 1. Launch the Cisco CallManager Administration page by selecting Start > Programs > Cisco CallManager Perform the sub tasks below in sequence. Adding the Login Service Complete the following steps: 1. Select Feature > Cisco IP Phone Services. 2. The Cisco IP Phone Services Configuration window appears. Enter the Service Name (This is what will appear on the IP Phones). In this case Login. Enter a Description. In this case EMobility-Login. Enter the Service URL In this case Caution: The service URL must be in the form This is the link to the login trigger (/login) that you created. Note: If you are using DNS you can enter the DNS name in the URL:

60 Page 60 of 90 Click Insert. 3. The Cisco IP Phone Services Configuration window appears again: Adding the Logout Service

61 Page 61 of 90 Complete the following steps: 1. Select Add a New IP Phone Service. 2. The Cisco IP Phone Services Configuration window appears. Enter the Service Name (This is what will appear on the IP Phones). In this case Logout. Enter a Description. In this case EMobility-Logout. Enter the Service URL In this case Caution: The service URL must be in the form This is the link to the logout trigger (/logout) that you created. Note: If you are using DNS you can enter the DNS name in the URL:

62 Page 62 of 90 Click Insert. Setting the Service Parameters Setting the Service Parameters in the Cisco CallManager Administration Service Parameters Configuration page allows you to define the maximum login time and the multi login behavior for Cisco CallManager Extension Mobility. 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

63 Page 63 of 90 device. The default value is Multiple Logins Not Allowed. 1. On the Cisco CallManager 3.1 > Administration page, select Service > Service Parameters. 2. From the pull-down menu, select the server address of your Cisco CallManager. 3. From the Services list box on the left side of the page, choose Cisco Extension Mobility. 4. Make any changes that your system requires. In this case the Enforce Maximum Login Time is set to True. The Use 2-Line Template for 7940 Login is set to True.

64 Page 64 of 90 Click Update. Creating the Personal Device Profile for the Test User The Default Device Profile contains attributes such as name, description, phone template, add-on modules, directory numbers, subscribed services, and speed dial information. Complete the following steps to add a default device profile for a new user of Cisco CallManager Extension Mobility: 1. On the Cisco CallManager Administration page, select Device > Device Profile. 2. Choose the Add a New User Device Profile link in the upper right-hand corner.

65 Page 65 of The User Device Profile Configuration window appears. Enter: User Device Profile Name and a Description. Click Insert. 4. The Directory Number Configuration page appears. In the Directory Number field, enter a DN for line 1. In this case Note: For the purposes of this document the DNs for the IP Phone and the Device Profile are different. The IP Phone uses 2000 and 2001 whilst the Device Profile uses 3000 and This is an easy way to verify that when your test user logs into the phone that the new profile has over written the original profile.

66 Page 66 of 90 Click Insert. 5. The following prompt appears: Click OK. 6. The following prompt appears:

67 Page 67 of 90 Click OK. 7. The page refreshes back to the User Device Profile Configuration page for this device profile. Select Line 2 - Add new DN to add the second line. 8. The Directory Number Configuration page appears. Enter a DN for line 2. In this case 3001.

68 Page 68 of 90 Click Insert. 9. The following prompt appears: Click OK. 10. The following prompt appears:

69 Page 69 of 90 Click OK. Configuring the Test User Personal Device Profile for Extension Mobility Complete the following steps: 1. Select Configure Device Profile in the top right of the window.

70 Page 70 of Select Subscribe/Unsubscribe Services. 3. Select the EMobility-Login service. Click Continue.

71 Page 71 of Click Subscribe. 5. The following prompt appears: Click OK. 6. Select Subscribe a New Service. 7. Select the EMobility-Logout service.

72 Page 72 of 90 Click Subscribe. 8. The following prompt appears: Click OK. 9. Verify that you selected the Login and Logout services. Then close the window. Associating the Test User Personal Profile with the Test User A User Device Profile is associated with a user in the same way that physical devices are associated, starting with the User Global Directory. Complete the following steps to associate a user device profile to a user for Cisco CallManager Extension Mobility:

73 Page 73 of On the Cisco CallManager Administration page, choose User > Global Directory. 2. Search for the user that you want to associate the device profile to. In this case emtu. Click Search. 3. Select the emtu user name from the page that appears.

74 Page 74 of Select Extension Mobilty.

75 Page 75 of Click Select Profiles to display all of the available profiles, or enter filter criteria in the Find profiles where: fields and then click Select Profiles.

76 Page 76 of 90 Note: If you enter a search without a filter you will see the following prompt. Click OK. 6. Scroll and click on the box next to the default profile to select the appropriate profile. For the purposes of this document the DN 3000 has been assigned as the Default Profile and the Primary Extension.

77 Page 77 of 90 Click Update. Configuring the Cisco IP Phone for Extension Mobility Complete the following steps to configure a Cisco IP Phone Model 7960 or 7940 for Cisco CallManager Extension Mobility: 1. On the Cisco CallManager Administration page, select Device > Phone. 2. The Find and List Phones page appears.

78 Page 78 of 90 Enter search criteria to filter and click Find or just click Find. 3. Select the phone that you want to configure. 4. If you created this phone entry based on the instructions in Task 4, these changes have already been made. You may skip this step. Proceed with Step 5. Select Enable Extension Mobility Feature and Use Current Device Settings. By selecting the Use Current Device Settings, the current phone configuration will become the Default Device Profile for this phone when there are no users logged into it. Click Update.

79 Page 79 of Select Subscribe/Unsubscribe Services. 6. Select the EMobility-Login service. Click Continue. 7. Click Subscribe.

80 Page 80 of Select Subscribe a New Service. 9. Select the EMobility-Logout service. Click Continue.

81 Page 81 of Click Subscribe. 11. Verify that both of the services have been subscribed to the phone. Close the window. Task 11: Testing the System and Preparing the User for Cisco CallManager Extension Mobility Follow the instructions below for logging in and out of a phone to test Extension Mobility. Once you have configured the system for Cisco CallManager Extension Mobility, provide the phone user with the following information: Notification of Extension Mobility feature 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 You can provide the following procedures to the phone user to enable them to use the Cisco CallManager Extension Mobility feature: 1. Logging into Extension Mobility 2. Logging out of Extension Mobility 3. Using the Login Service Test Page Logging into Extension Mobility

82 Page 82 of 90 Complete the following steps from a phone: 1. From a Cisco IP 7960/7940 phone, press the Services button. 2. From the list of displayed services, select the login service defined by your administrator for Cisco CallManager Extension Mobility (for example, login service). 3. The phone prompts you to enter your UserID and Personal Identification Number (PIN). 4. 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. The URL will be similar to or To change your password and PIN, go to the Web page and follow the instructions. 5. Proceed with using the phone. 6. The Extension Mobility section of the phone configuration page will show the user that is currently logged in. Logging out of Extension Mobility Complete the following steps to log out of Cisco CallManager Extension Mobility: 1. From a Cisco IP 7960/7940 phone, press the Services button. 2. From the list of displayed services, select the logout service defined by your administrator for Cisco CallManager Extension Mobility (for example, logout service). 3. The phone returns to its original user device profile. Using the Login Service Test Page Complete the following steps to use the login service test page: 1. Load the Login Service test page

83 Page 83 of The test page will appear. The parameters are: App ID = User ID of the Extension Mobility user that has Proxy Authentication Enabled. In this case emobility. Password = Password for the user ID of the Extension Mobility user that has Proxy Authentication Enabled. Device Name = SEP+MAC-Address-of-Phone. In this case SEP0002FD3BA4FD. User ID = User ID of an account that is setup to use Extension Mobility. In this case emtu. Device Profile = Name of the Device Profile that has been associated with the account that is setup to use Extension Mobility. In this case emtu. Click Login. 3. The page should refresh with the Success message as shown below. If it fails you should see an error message that you can find a solution to in Appendix A: Common Problems and Solutions.

84 Page 84 of Click the Back arrow on the browser. The Login Service test page will appear again. Reenter the Password. Click Logout. 5. The page should refresh with the Success message as shown below. If it fails you should see an error message that you can find a solution to in Appendix A: Common Problems and Solutions.

85 Page 85 of You have completed testing the system and preparing the users for Cisco CallManager Extension Mobility; refer to the following appendices as needed to use your application successfully: Appendix A: Common Problems and Solutions Appendix B: Setting Up Anonymous Access on IBM-340 Platforms Appendix C: Using a Default Device Profile Appendix A: Common Problems and Solutions This section lists errors you may encounter and describes how you can solve them. 1. Host not Found error when logging in. If you see this error message on the phone it means that the phone cannot resolve the host name of the server to its IP address. Follow the steps in Task 9: Configuring the CallManager Server to use IP Addresses instead of DNS Names to reconfigure the CallManager server to use IP addresses instead of its DNS name. You will also need to change the IP Phone Services URL entries to use IP addresses instead of DNS names. You should also verify that you changed the Enterprise Parameters to use IP addresses. 2. Proxy Not Enabled error when logging in. You did not configure Enable Authentication Proxy Rights for the emobility application account. 3. Device Does Not Allow Login error when logging in. You did not configure the Enable Extension Mobility Feature on the IP phone. 4. Directory Service Error when logging in.

86 Page 86 of 90 One common cause of this is that you did not associate a Device Profile with the user. 5. Request Denied: Not allowed to log into multiple devices or User Logged in Elsewhere. The user has attempted to login to more than one device and Multiple Logins has not been enabled on the Extension Mobility Service Parameters page. 6. Request Denied: Phone currently has user logged in. A user has attempted to login to a phone that already has a user logged into it. 7. Login Server Connection Error when logging in. There are several possible causes for this error. Two of the most common causes are: 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. SeeAppendix B: Setting up Anonymous Access on IBM-340 Platforms. 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 Login Application section for the version of CRA (or Extended Services CRA) that you installed. If you are unable to resolve this issue, contact your Cisco support organization for assistance. 8. System Not Enabled error when logging in. The service parameter to enable Cisco CallManager Extension Mobility is set to off. Make sure that, on the Service Parameters Configuration page, the Login Service Enabled field is set to True (to enable the user login service). See the Setting the Service Parameters section. 9. User already logged in error when logging. To fix this you must access the phone's configuration page and use the Logout option under the Extension Mobility section. 10. The IP Phone only shows one DN after a user logs into it when you have two DNs configured on the profile. You did not set the Use 2-Line Template for 7940 Login value to True in the Service Parameters page. 11. If the CRA Engine was not started or has stopped for any reason, Extension Mobility will fail. You can verify the status of the Engine by entering the base URL for it:

87 Page 87 of 90 You can also navigate to the Engine page for the version of CRA (or Extended Services CRA) that you installed and verify the status of the CRA engine. For CRA 2.2 or Extended Services 2.2 You should see: For CRA 3.0 you should see: 12. If you see the error message The page cannot be displayed one possible cause is that there is a problem with either the User ID or the password that you configured for the Extension Mobility user. Refer back to Task 2: Configuring the Extension Mobility Application User Account to verify these settings. Another possible cause of the error is that the CRA engine might have stopped or have become unstable. Navigate to the Engine page for the version of CRA (or Extended Services CRA) that you installed. Stop and restart the engine. 13. If you see the error message Error 500 Location /login or Error 500 Location /logout, the CRA engine might have stopped or have become unstable. Navigate to the Engine page for the version of CRA (or Extended Services CRA) that you installed. Stop and restart the engine. 14. There are no configured services for this phone error message when pressing the services button.

88 Page 88 of 90 This happens when a phone doesn't have any services subscribed to it. It can also happen if a phone that did have services subscribed to it has a profile loaded that has not been subscribed to any services in this case the login and logout services. Resetting the phone will only reload the configuration that doesn't have the services configured. To fix this you must access the phone's configuration page to determine if there is a user currently logged in. If there is, use the Logout option under the Extension Mobility section. Reconfigure the phone to its normal configuration. Then access the Device Profile that does not have the services subscribed to it and and subscribe to the login and logout services. 15. The IP phone reboots instead of reconfiguring itself after a user logs out. The phone is using DNS to resolve the IP address of the CallManager server. You need to change the Server parameter to the IP address or configure DNS in your network. 16. Users are not able to enter letters for their user IDs when logging into their phones (CRA 3.0 only). You need to change the AlphanumericUserid = False to True on the CRA 3.0 login application configuration page. Appendix B: 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. Complete the following steps: 1. On the IBM-340 Cisco CallManager server, select Start > Programs > Administrative Tools > Internet Services Manager. 2. Expand the tree on the left side of the page: machine name > Default Web Site > LoginService. 3. Right click LoginService in the left pane and select Properties. 4. Click the Directory Security tab. 5. Under Anonymous access and authentication control, click the Edit button.

89 Page 89 of Verify that Anonymous access is checked. Click Edit for the account used for anonymous access. 7. Verify that Allow IIS to control password is checked. 8. Click OK. 9. Click OK. 10. Close Internet Services Manager. Appendix C: Using a Default Device Profile You can create Device Profiles for phones that have a common use to control their settings from a single Device Profile. For example you might want to have all of your lobby phones adopt a common set of parameters when there are no users logged into them. Instead of managing the phones individually you can create a Device Profile named lobby. This appendix describes how to do this. Note: This will result in all of the phones setup with this profile having the same Directory Numbers (DNs). If you have multiple lobbies you might want to create multiple device profiles with names like lobby1 and lobby2 and assign different DNs to them. Complete the following steps: 1. Launch the CallManager Administration page by selecting Start > Programs > Cisco CallManager Select Device > Device Profile. 3. Select Add a New User Device Profile. 4. Enter the: User Device Profile Name = lobby; a Description; and a Login User ID = lobby. 5. Add a DN for line 1. In this case Add a DN for line 2. In this case Subscribe the lobby device profile to the login and logout services. 8. Select Device > Phone to navigate to the test IP phone phone configuration page. 9. Scroll down to the Extension Mobility section. 10. Select the Select a User Device Profile option. Select the lobby profile as the Log Out Profile. 11. Reset the phone as prompted when you update it. 12. Login to the test IP phone using the test user ID emtu. 13. Logout of the test IP phone. The default login profile for lobby should automatically be loaded

90 Page 90 of 90 into the phone. 14. Refresh the test IP phone phone configuration page. 15. Scroll down to the Extension Mobility section. You should see that the lobby device profile is selected and that the phone does not have a user logged into it. Verify Note: If you have multiple lobby phones that you want to use this device profile for you must enable the Multiple Logins option on the Extension Mobility Service Parameters page. There is currently no verification procedure available for this configuration. Troubleshoot Refer to the following sections for troubleshooting assitance: Appendix A: Common Problems and Solutions Appendix B: Setting Up Anonymous Access on IBM-340 Platforms Related Information Voice Technologies Voice, Telephony and Messaging Devices Voice Software Voice, Telephony and Messaging TAC elearning Solutions Recommended Reading: Troubleshooting Cisco IP Telephony Technical Support - Cisco Systems, Cisco Press, ISBN All contents are Copyright Cisco Systems, Inc. All rights reserved. Important Notices and Privacy Statement.