CISCO IP Telephony Solution

Quick Start Guide

Cisco IP Telephony Solutions Installation and Configuration Overview

1 Before You Begin

2 Install and Configure Cisco CallManager and Devices

3 Install and Configure Cisco Unity

4 Install and Configure Cisco IPCC

1 Before You BeginThis guide provides a high-level overview of the tasks that are involved in installing and configuring a Cisco IP telephony system. The flexibility of the Cisco IP telephony system supports a wide variety of enterprise requirements. Because of the large number of optional installations and configurations that are available, this guide focuses on one particular way that the applications and systems might initially be installed and configured in your network.

Before you refer to the tasks, review these sections:

• Assumptions, page 2

• Detailed Compatibility Information, page 2

• For More Information, page 3

• Task Overview, page 3

AssumptionsThese instructions assume that the designed system implements the following Cisco IP telephony products:

• Cisco CallManager

– Single cluster running on multiple servers

– Using the DC Directory

• Cisco Unity (no third-party voice-mail products)

– Cisco Unity 4.0(1)

– Set up for networking

– Not configured for failover

• Cisco IP Contact Center (IPCC)

– ICM lab system that is installed on a single server

• Cisco Catalyst 6000 Gateways

• Cisco IP Phones 7900 Series

• Cisco Bulk Administration Tool (BAT)

• Entire system in same time zone

Additionally, this guide assumes that the following characteristics and requirements for a basic Cisco IP telephony system exist:

• Initial installation of these systems, not an upgrade from previous versions

• No co-location or integration with existing PBX or other third-party analog devices

• Windows 2000 operating system with Microsoft Exchange 2000

• Applicable to all sizes of Cisco CallManager systems

• For IPCC agent support, see “Install and Configure Cisco IPCC”

As you are reviewing these tasks, some tasks might apply to particular installations; therefore, if a task describes an application, component, or feature that you are not using, you can skip the task.

Detailed Compatibility InformationFor detailed information about the compatibility of Cisco IP telephony products, refer to these sites on Cisco.com:

• Cisco CallManager—http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm

• Cisco Unity—http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html

• Cisco IPCC—http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_quick_reference_guides_list.html

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http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html

For More InformationBecause of the variety of the installations and the complexity of the procedures that are required to completely set up a Cisco IP Telephony network, this document refers to other documents for additional information. Access these documents and documentation for all Cisco voice products that are available from this site on Cisco.com:

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Task Overview

Task Purpose

Install and Configure Cisco CallManager and Devices

Install Cisco CallManager. Cisco CallManager provides the call-processing functionality to the Cisco IP telephony network.

Prepare the Cluster for Call Processing. Clusters enable you to allow several Cisco CallManager servers to share the same database.

Configure System Parameters. Device pools, partitions, and calling search spaces define specific characteristics that are based on requirements such as location and class of service.

Configure Gateways, Conference Bridges, and Media Resources.

These devices provide users with access to trunks and conferencing features.

Configure Route Plan. A route plan creates routing capabilities that are based on cost and class of service.

Configure Feature Directory Numbers, IP Phone Services, and CTI Route Points/Ports.

Configure necessary directory numbers for Cisco Unity, Cisco IPCC, calling features, and Cisco CallManager Attendant Console.

Configure and Install Cisco IP Phones. Use the Bulk Administration Tool to configure and install Cisco IP Phones.

Install and Configure Cisco Unity

Install and Configure the Cisco Unity Server.

Cisco Unity provides voice-messaging functionality to the Cisco IP telephony system. You must install the Cisco Unity software and make configuration changes to it and to Cisco CallManager to provide voice messaging to your users.

Populate the Cisco Unity System with Subscriber and Call Management Data.

Configure Cisco Unity features and create subscribers.

Set Up Networking Options. Enable networking to other Cisco Unity servers or other voice-messaging systems.

Install and Configure Cisco IPCC

Install the Cisco IPCC Software. The Cisco IP Contact Center (IPCC) software provides intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multimedia contact management to contact center agents over an IP network. (Cisco CallManager and IP interactive voice response (IP-IVR) are installed on the MCS. Cisco Intelligent Contact Management (ICM) software components are installed on a separate server.)

Configure Cisco CallManager to Support Cisco IPCC.

Cisco CallManager provides call processing to the IPCC applications, and you must make some configuration changes to use IPCC with it.

Configure IP-IVR. Cisco IP-IVR provides an IP-based interactive voice response (IVR) solution.

Configure the ICM Software. ICM software provides the intelligence needed to make call-by-call routing decisions for your contact center.

Configure Cisco Agent Desktop. The Cisco Agent Desktop (CAD) provides productivity tools for agents and supervisors. The desktop allows supervisors to view agent states and call information, to send text messages to agents, to record conversations, and to provide advanced monitoring functions.

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http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

2 Install and Configure Cisco CallManager and DevicesCisco CallManager on the Cisco Media Convergence Server (MCS) and the Cisco-approved, customer-provided server provides a network business communications system for high-quality telephony over IP networks.

Install Cisco CallManagerBefore you attempt to install Cisco CallManager, obtain the appropriate installation documentation, the required hardware, and the data that you must enter during the installation.

Browse into Cisco CallManager Administration to Perform Configuration TasksCisco strongly recommends that you do not run a web browser on the Cisco MCS or any Cisco-approved, customer-provided server. Running a web browser on the server causes CPU usage to surge.

Using a different PC (one that does not run Cisco IP telephony applications), you can browse into Cisco CallManager Administration, the graphical user interface (GUI) where you perform Cisco CallManager configuration tasks, by entering http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar of the web browser.

From Cisco CallManager Administration, you can access Cisco CallManager Serviceability. To access Cisco CallManager Serviceability, choose Applications > Cisco CallManager Serviceability. The Cisco CallManager Serviceability GUI automatically displays.

Task Purpose For More Information

1. Using the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM and the server-specific Cisco IP Telephony Server Operating System Installation and Recovery CD-ROM that ship with Cisco CallManager, install the operating system on each server in the cluster in which you plan to install Cisco CallManager.

Note This version of the operating system does not support Cisco Unity.

You install a Cisco-provided version of Microsoft Windows 2000 Server, intended for use with Cisco CallManager only.

Installing the Operating System on the Cisco IP Telephony Applications Server

2. Install Cisco CallManager on all servers in which you want to run Cisco CallManager.

This document assumes that you install Cisco CallManager on eight servers (one publisher database server, two subscriber servers, four backup subscribers, and one Cisco TFTP server).

During the installation, you install Microsoft SQL Server 2000, Microsoft SQL Server 2000 Service Pack 2.0, DC Directory, Cisco CallManager, Cisco CallManager Administration, and the services that are needed for call processing.

Installing Cisco CallManager Release 3.3

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Note You perform all Cisco CallManager configuration tasks in this document in Cisco CallManager Administration, unless otherwise indicated in the task.

Evaluate your requirements before you begin the configuration process. If you determine that you need to change your requirements during the configuration process, you can return and reconfigure at any point in the process.

Prepare the Cluster for Call Processing


1. In Cisco CallManager Serviceability, choose Tools > Service Activation .

Activate the following services:

• On the publisher database server—Cisco Database Layer Monitor, Cisco RIS Data Collector, and Cisco CDR Insert

• On the two subscriber servers—Cisco Database Layer Monitor, Cisco CallManager, Cisco Realtime Information Server (RIS) Data Collector, and Cisco Telephony Call Dispatcher (TCD), Cisco CTIManager,

• Four backup subscribers—Cisco IP Manager Assistant (IPMA), Cisco CallManager Extension Mobility, Cisco CTIManager, Cisco IP Voice Media Streaming Application

• On the Cisco TFTP server—Cisco Database Layer Monitor, Cisco TFTP, Cisco RIS Data Collector

The activated services enable you to run Cisco CallManager and other applications. When you activate a service in Service Activation, all dependent services that are required to run the application automatically get activated on the server.

Cisco CallManager Serviceability Administration Guide, Service Activation chapter.

Cisco CallManager System Guide, Services chapter.

2. Add monitoring and alarm support.

Administrator uses these tools for preventive maintenance by looking for potential problems and fixing them before they affect performance.

Cisco CallManager Serviceability Administration Guide

Cisco CallManager Serviceability System Guide

3. Install and configure three test phones.

Administrator uses test phones to confirm and test configurations.

Cisco IP Phone Administration Guide for Cisco CallManager

4. Configure Cisco CallManager Groups.

Configuring these groups provides failover and load balancing. Divide the number of units (phones, lines, users) equally between the servers in the cluster.

Note During failover, ensure that the number of units does not exceed the limit for load balancing.

Cisco CallManager Administration Guide, Cisco CallManager Group Configuration chapter.

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Configure System ParametersThis section provides the information to configure device pools, partitions, and calling search spaces. Cisco recommends configuring partitions and calling search spaces for systems of all sizes.

Configure Gateways, Conference Bridges, and Media ResourcesThis section provides the information to configure gateways, conference bridges, and media resources.


1. Configure device pools. The device pools define common characteristics for devices. Set up device pools based on company needs such as location, department, and class of service.

Cisco CallManager Administration Guide, Device Pool Configuration chapter.

2. Configure partitions. Partitions facilitate security and call routing by dividing the route plan into logical subsections such as locations (gateways accessed by area code) and class of service (allow/block calls).

Cisco CallManager Administration Guide, Partition Configuration chapter.

3. Configure calling search space (CSS).

CSS contains the list of partitions to which a user has access. See the preceding purpose of partitions.

Cisco CallManager Administration Guide, Calling Search Space Configuration chapter.

4. Configure regions and locations.

Note Consider this step as optional.

Regions specify codecs that are used within and between regions. Locations implement call admission control that is used to regulate voice quality by limiting bandwidth.

Cisco CallManager Administration Guide, Region Configuration and Location Configuration chapters.


1. Add and configure gateways. Gatewyas provide access to trunks. If gateways are at multiple sites, ensure sufficient bandwidth between gateways and phones. Configure enough channels for the user to access trunks.

Cisco CallManager Administration Guide, Gateway Configuration chapter.

2. Add and configure conference bridges.

Conference bridges provide ad hoc and meet-me conferencing. Add these to the media resource group. Consider bandwidth between sites and analyze the functional groups that are using conference bridges (president and executive management have own conference bridge)

Cisco CallManager Administration Guide, Conference Bridge Configuration and Meet-Me Number/Pattern Configuration chapters.

3. Configure media resource groups.

These groups create class of service for conferences and defines groups for available conferences. Media resource groups allow music or no music based on the group to which a user belongs.

Cisco CallManager Administration Guide, Media Resource Group Configuration chapter.

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Configure Route PlanThis section provides the information to configure route groups, route lists, route patterns, and route filters.

Configure Feature Directory Numbers, IP Phone Services, and CTI Route Points/PortsThis section provides the information to configure call pickup and call park directory numbers, Cisco IP Phone services, CTI route points and CTI ports for Cisco IPCC, and voice mail pilot and voice mail port directory numbers for Cisco Unity.


1. Configure route group. Route groups prioritize a list of gateways and ports for outgoing trunk selection. Analyze service providers and cost of trunk.

Cisco CallManager Administration Guide, Route Group Configuration chapter.

2. Configure route list. Route lists ssociate a set of route groups with a route pattern and determines priority of access (least expensive to most expensive).

Cisco CallManager Administration Guide, Route List Configuration chapter.

3. Configure route pattern. Use route patterns with route filters and route lists to direct calls to specific devices and to include, exclude, or modify specific digit patterns. Based on closest match, consider the types of calls to block or allow.

Cisco CallManager Administration Guide, Route Pattern Configuration chapter.

4. Configure route filter. Route filters apply only to NANP and specifically identify the pattern to route or block calls.

Cisco CallManager Administration Guide, Route Filter Configuration chapter.


1. Configure call pickup/park. Ensure that this optional feature has a directory number and partition assigned to it. Assign the partition to specific users (such as management) to allow access.

Cisco CallManager Administration Guide, Call Park Configuration, and Call Pickup and Group Call Pickup Configuration chapters.

2. Configure IP Phone services. Define and add the services that are available to users.

Note If you add these now, you will eliminate duplicate entries when using BAT.

Cisco CallManager Administration Guide, Cisco IP Phone Services Configuration chapter.

3. Configure CTI route points for Cisco IPCC.

See the “Install and Configure Cisco IPCC” section on page 13 for IPCC recommendations.

Cisco CallManager Administration Guide, CTI Route Point Configuration chapter.

4. Configure CTI ports for Cisco IPCC.

See the “Install and Configure Cisco IPCC” section on page 13 for IPCC recommendations.

Cisco CallManager Administration Guide, Cisco IP Phone Configuration chapter.

5. Configure voice-mail ports for Cisco Unity.

Creates voice ports to connect to the Cisco Unity server, message waiting indicators (MWI) extensions, voice-mail pilot number, voice-mail profile, and voice-mail server parameters to enable Cisco Unity voice mail.

Cisco CallManager 3.3 Integration Guide for Cisco Unity 4.0, Setting Up Cisco CallManager section.

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Configure and Install Cisco IP PhonesThis section provides the information to configure and install Cisco IP Phones. Add phones by using the Bulk Administration Tool.

6. Configure service parameters for Cisco Unity.

Configures the Cisco CallManager service parameters to enable Cisco Unity voice mail.

Cisco CallManager 3.3 Integration Guide for Cisco Unity 4.0, Setting Up Cisco CallManager section.

7. Configure voice-mail pilot directory numbers for Cisco Unity.

See the “Install and Configure Cisco Unity” section on page 9 for Unity recommendations.

Cisco CallManager Administration Guide, Cisco Voice Mail Pilot Configuration chapter.

8. Configure Cisco CallManager Attendant Console.

This optional feature helps attendants handle calls for a department or company.

Cisco CallManager Administration Guide, Cisco CallManager Attendant Console Configuration chapter.


1. Use BAT to create the template and add user names into spreadsheet

A template specifies the information needed for the phone and user (such as partitions, calling search space, features).

Bulk Administration Tool User Guide

2. Use BAT to add the devices, users, and associate devices with users.

BAT adds large number of phones and users to Cisco CallManager database.

Bulk Administration Tool User Guide

3. Install phones. Physically connect phones to the Cisco CallManager system.

Cisco IP Phone Administration Guide for Cisco CallManager


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3 Install and Configure Cisco UnityUse the following task list to install the Cisco Unity system correctly on a supported platform other than the Cisco ICS 7750. For additional information about these tasks, be sure to refer to the documents that are noted in the list, which might include Cisco Unity documentation other than the Cisco Unity Installation Guide.

Install and Configure the Cisco Unity Server


1. Prepare to install Unity. Installing Unity is a complex process. Ensure that you have the necessary tools and have made the decisions that are required to facilitate a smoother installation experience.

• Cisco Unity Installation Guide, Chapter 2, “Preparing for the Installation”

• Cisco Unity 4.0 System Requirements, and Supported Hardware and Software on Cisco.com at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html

• Cisco CallManager 3.3 Integration Guide for Cisco Unity 4.0, “Requirements” section

• Cisco Unity Bridge System Requirements, and Supported Hardware and Software (as appropriate) on Cisco.com at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html

2. Configure array controllers, install Windows 2000 Server, and create the logical drives.

For the system to work properly, ensure that Windows 2000 and several components are installed as instructed.

Cisco Unity Installation Guide, Chapter 4, “Installing the Operating System”

3. Customize the Cisco Unity platform.

In the customization process, you check for and install several Windows components, as well as the browser, database, and service packs. You also assign an IP address and verify the network connection.

Cisco Unity Installation Guide, Chapter 5, “Customizing the Cisco Unity Platform”

4. Install and configure Exchange. Cisco Unity stores voice messages in the Exchange 2000 message store, the Exchange 5.5 message store, or both.

Cisco Unity Installation Guide, Chapter 7, “Setting Up the Message Store”

5. Create the accounts that are required for the Cisco Unity installation and set rights and permissions.

Before you can run the Cisco Unity installation program, you must create several domain accounts and assign the necessary permissions to those accounts.

Cisco Unity Installation Guide, Chapter 8, “Creating Accounts, and Setting Rights and Permissions”

6. Install and configure Cisco Unity software.

Cisco Unity, a Windows 2000-based communications solution, provides voice mail and unified messaging and integrates them with desktop applications.

Cisco Unity Installation Guide, Chapter 9, “Installing and Configuring the Cisco Unity Software”

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http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_pre_installation_guides_list.html

Populate the Cisco Unity System with Subscriber and Call Management Data

7. Create the integration with Cisco CallManager.

Cisco Unity must be configured to enable voice mail for Cisco CallManager.

Cisco CallManager 3.3 Integration Guide for Cisco Unity 4.0, Creating a New Integration with the Cisco CallManager Phone System section.

8. Install any optional software. You can install backup utilities, security software, virus scanning software, and optional service packs, as instructed here.

Cisco Unity Installation Guide, Chapter 10, “Installing Optional Software”

9. Create an emergency repair disk.

You can use this disk to repair your computer if it will not start or if your system files are damaged.

Windows 2000 Help

10. Set up authentication for the Cisco Unity Administrator web application.

Cisco Unity requires that an administrator has a Cisco Unity subscriber account with class of service (COS) rights to access the Cisco Unity Administrator and that the identity of the administrator is authenticated by a name and password. You can choose which IIS authentication method you want to use for the Cisco Unity Administrator.

Cisco Unity Installation Guide, Chapter 11, “Setting Up Authentication for the Cisco Unity Administrator”

11. Set up Cisco Unity to use SSL, if applicable.

Using the SSL protocol ensures that all subscriber credentials—as well as the information that a subscriber enters on any page in the Cisco Unity Administrator or Cisco PCA—are encrypted as the data is sent across the network.

Cisco Unity Installation Guide, Chapter 12, “Setting Up Cisco Unity to Use SSL”


1. Define system schedules. Schedules comprise one variable that Cisco Unity uses to manage calls.

Cisco Unity System Administration Guide, “Schedule Settings” and “Holiday Settings” sections in the “System Settings” chapter

2. Set up phone, GUI, and TTS languages.

Cisco Unity plays prompts to subscribers and callers in the phone languages, plays e-mail messages over the phone in the TTS languages, and displays the Cisco Unity Administrator and Cisco Personal Communications Assistant (CPCA) in the GUI languages.

Cisco Unity System Administration Guide, “Multiple Languages” chapter

3. Set up third-party fax, if applicable.

Integrating a fax server with Cisco Unity allows subscribers to manage their fax messages in much the same way that they manage other types of messages on Cisco Unity.

Cisco Unity System Administration Guide, “Integrating a Fax Server with Cisco Unity” chapter

4. Create a call management plan. Careful planning for your system components—call handlers, interview handlers, directory handlers, and call routing tables—represents the key to setting them up efficiently. Creating a call management map provides a way to document your plan.

Cisco Unity System Administration Guide, “Call Management” chapter


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5. Prepare to create regular subscribers.

Before adding subscribers, you define several variables that will apply to groups of (or all) subscribers, such as account policy, classes of service, enhanced phone security, public distribution lists, and subscriber templates.

Cisco Unity System Administration Guide, “Before Creating Subscriber Accounts” section in the “Creating Subscriber Accounts” chapter

6. Test the system configuration. Before creating more subscribers, ensure that your system is properly configured for a single subscriber and make any necessary corrections.

Cisco Unity Installation Guide, Chapter 2, “Mandatory Tasks for Installing Cisco Unity”

7. Create subscribers. Each regular Cisco Unity subscriber account associates with a Windows domain account and with an Exchange mailbox in which Cisco Unity stores voice messages. Cisco Unity stores information about subscriber accounts in a SQL database on the Cisco Unity server. In addition, the directory also stores a small subset of subscriber account information.

Cisco Unity System Administration Guide, “Creating Subscriber Accounts” chapter

8. Assign subscribers to screen those messages that are left in Cisco Unity that are not associated with a specific recipient, such as those left to the Unaddressed Messages distribution list or for the Opening Greeting call handler.

In some situations, messages left in Cisco Unity do not associate with a specific recipient, so they must be screened and routed to the appropriate subscriber or call handler. Assign to a subscriber the responsibility of reviewing these messages frequently.

Cisco Unity System Administration Guide, “Message Handling” section in the “Default Accounts and Message Handling” chapter

9. Modify individual subscriber accounts as needed.

When a subscriber account is created, it contains the settings that are defined in the subscriber template upon which it is based. You can customize these default settings, and subscribers can also customize some settings.

Cisco Unity System Administration Guide, “Subscriber Settings” chapter

10. Implement and then test the call management plan.

Cisco Unity provides several tools that enable you to answer calls and take messages, provide menus of options, provide directory assistance, collect information from callers by playing a series of questions and then recording the answers, define how calls are initially routed, and control outgoing calls.

Cisco Unity System Administration Guide.

• “Call Handler Settings” chapter

• “Directory Handler Settings” chapter

• “Interview Handler Settings” chapter

• “Call Routing” chapter

11. Back up Cisco Unity. The software that is installed on a Cisco Unity server includes Microsoft Windows 2000 Server, Microsoft SQL Server 2000 or MSDE 2000, and, for some configurations, Microsoft Exchange 2000 or Exchange 5.5. A number of suitable backup software applications exist that are tailored to back up the software and data on the Cisco Unity and Cisco Unity Bridge servers.

White Paper: Backing Up and Restoring a Cisco Unity System

12. As appropriate, set up subscribers to use the Cisco Personal Communications Assistant (PCA) and ViewMail.

Subscribers use the Cisco PCA to access the Cisco Unity Assistant and the Cisco Unity Inbox.

Cisco Unity System Administration Guide, “Setting Up Client Applications” chapter

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Set Up Networking Options


13. If the system is using Digital Networking, Internet Subscribers, SMTP Networking, AMIS Networking, or VPIM Networking, set up Cisco Unity networking options.

If you require messaging between Cisco Unity servers, or between Cisco Unity and other voice-messaging systems, you must set up the appropriate networking options.

Networking in Cisco Unity

14. If the system is using the Cisco Unity Bridge, install the Bridge server and set up Cisco Unity and the bridge for networking.

If you require messaging between a Cisco Unity system and an Octel system on an Octel analog network, you must set up the appropriate networking options.

• Cisco Unity Bridge Installation Guide

• Cisco Unity Bridge Configuration Guide.

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4 Install and Configure Cisco IPCCThe Cisco IP Contact Center (IPCC) software provides intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multimedia contact management to contact center agents over an IP network. Its components include Cisco Intelligent Contact Management Software (ICM), Cisco CallManager, Cisco VoIP Gateways and Cisco IP Phones, Cisco Interactive Voice Response Unit (IVR), and Cisco Agent Desktop (CAD).

Implementing a large call center often begins with implementing a very small “laboratory” call center, with few agents. This allows customers to use a small ICM system to test out the business rules that will be implemented using scripts and database queries, before going into production with a complex, mission-critical system: the larger the call center, the greater the need for this initial stage. This section on IPCC gives an overview of the tasks that are involved in creating this real, but preliminary, system. It would exceed the size and scope of this document to follow this with the tasks that are involved in creating the full-scale system.

Install the Cisco IPCC Software


1. Install the IP-IVR software on the MCS.

IP-IVR automates the handling of calls by autonomously interacting with users. You can use IP-IVR to extract and parse Web-based content and present the data to customers by using a telephony or web interface.

Installing Cisco CRA

2. Install the ICM software on the server.

As part of IPCC, ICM software provides ACD functionality that includes monitoring and control of Agent State, routing and queuing of contacts, CTI capabilities, real-time data for agents and supervisors, and historical reporting for management.

Cisco ICM Software IPCC Installation Guide

3. Install the JTAPI Client on the server where the ICM software is installed.

The Cisco Java Telephony Application Programming Interface (JTAPI) Client empowers application developers to enable their Java-based business applications for enterprise CTI. The JTAPI Client does this by encapsulating the communication protocol that is exposed by the CTI server in a simple-to-use Java bean.

Cisco ICM Software IPCC Laboratory Guide

4. Install the CAD software. CAD includes a CTI screen pop, softphone, and supervisor to agent coaching capabilities. The softphone component enables agents to customize functionality to meet individual needs. The desktop allows supervisors to view agent states and call information, send text messages to agents, record conversations, and provide advanced monitoring functions. The Silent Monitor function provides the ability for a supervisor to select an agent and monitor calls in real time.

Cisco Desktop Product Suite Installation Guide

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Configure Cisco CallManager to Support Cisco IPCC


1. Configure the IP phones. To function within Cisco CallManager, you must configure the IP phones using Cisco CallManager Administration.


2. Configure CTI route points. A CTI route point specifies the number that a caller dials to access the application. It represents a virtual device that can receive multiple, simultaneous calls for the purpose of application-controlled redirection. Calls get directed to CTI route points, which subsequently route the call to an available CTI port.

Applications that use CTI route points include the Cisco IP Interactive Voice Response (IP-IVR) system and Cisco JTAPI with ICM.


3. Configure CTI ports. A CTI port represents a virtual port, which is analogous to a trunk line in a traditional ACD or PBX setting. The CTI port allows access to the post routing capabilities of the IP-IVR.

You must configure a CTI port for each CTI route point that you configure.


4. Create JTAPI users. Cisco CallManager supports JTAPI for deploying telephony applications. After you install Cisco JTAPI, you can access the Cisco CallManager directory. The directory stores user profiles, application logic, and network-specific configuration information, such as the location of network resources and system administrator authentication. Cisco JTAPI uses the directory to determine devices that it has the privilege to control.

You must configure a JTAPI user for the connection to the ICM software and a second JTAPI user for the connection to the IP-IVR.


5. Configure the IP settings on each Cisco IP Phone.

You need to set the configuration of each IP phone, so you can find the IP address and connect to Cisco CallManager.


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Configure IP-IVR


1. Open IP-IVR Application Administration by entering the Cisco IP-IVR system URL in your browser:

http://<IP-IVR server name> /AppAdmin

To perform the following tasks that are required to configure IP-IVR, you must use the IP-IVR Application Administration application, unless otherwise noted.


2. Configure the Directory Profile by choosing Directory.

The directory profile contains the directory host name or IP address, directory port number, directory user (DN), directory password, base context, server type, and the configuration profile name. Two directories associate with each IP-IVR system: the Configuration Directory and the Repository.


3. Configure JTAPI users in IP-IVR by choosing JTAPI.

You must configure one JTAPI user in Cisco CallManager for every Cisco IP-IVR system. This configuration allows the IP-IVR system to control CTI ports and CTI route points.


4. Configure CTI port groups by choosing JTAPI > Add a new CTI Port Group.

You use CTI port groups to associate Cisco IP-IVR, translation routes, post routes, busy treatments, and reroute on ring-no-answer treatments with a Cisco ICM trunk group.


5. Configure CTI route points. A CTI route point represents a virtual device that can receive multiple, simultaneous calls for the purpose of application-controlled redirection.


6. Configure ICM subsystem by choosing ICM > ICM VRU Scripts > Add a new script.

The ICM subsystem of the Cisco IP-IVR system allows the IP-IVR system to interact with the ICM software. ICM software provides a central control system that directs calls to various human and automated systems, such as Voice Response Units (VRUs) and Automatic Call Distributors (ACDs). Cisco ICM routing scripts can direct calls based on various criteria, such as time of day or the availability of subsystems.


7. Create and upload VRU scripts by choosing Start > Programs > Cisco CRA Administrator > Cisco CRA Editor from the desktop.

You can use VRU scripts to welcome the caller, to play music while the caller waits, or perhaps to collect an account number.


8. Start the Application Engine by choosing Engine.

The Application Engine provides the execution vehicle for AutoAttendant (AA) or IP-IVR flows.


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Configure the ICM Software


1. From your server, open the Cisco Admin Workstation Group and double-click the Configuration Manager icon.

To perform the following tasks required to configure the ICM software, you must use the Configuration Manager application, unless otherwise noted.


2. Configure a network VRU by choosing Targets > Network VRU > Network VRU Explorer.

A Voice Response Unit (VRU) represents a telecommunications computer, also called an Interactive Voice Response (IVR) unit, that responds to caller-entered digits. The Network IVR feature in ICM software lets you divert a call to a VRU for additional processing. Each routing client can have one or more associated Network VRUs.


3. Configure agent desk settings by choosing Configure ICM > Enterprise > Agent Desk Settings > Agent Desk Settings List.

Agent desk settings define a set of properties that are associated with a group of agents. The agent desk settings are analogous to a class of service (or restriction on an ACD). Configure the Agent Desk Settings entries that are needed for a site before configuring the agents. Agents get assigned desk settings when they are configured.


4. Configure the PG by choosing Tools > Explorer Tools > PG Explorer.

The IPCC PG has two PIMs that you created when you installed the ICM software. The Cisco CallManager peripheral extends the current ICM software to perform the tasks of an ACD. It combines a number of ICM products such as CTI server, CallRouter, and OPC. The combination of the ICM products eliminates the need for a physical ACD.


5. Configure network trunk groups by choosing Configure ICM > Peripherals > Trunk Group > Network Trunk Group Explorer.

For IPCC, the Network Trunk Group serves as the placeholder in the ICM database for the Trunk Group.


6. Configure trunk groups by choosing Configure ICM > Peripherals > Trunk Group > Network Trunk Group Explorer > Add Trunk Group.

An ICM Trunk Group comprises a collection of trunks that are associated with a single peripheral and usually are used for a common purpose. A trunk represents a telephone line that is connected to a call center and is used for incoming or outgoing calls.


7. Configure Dialed Numbers by choosing Tools > List Tools > Dialed Number List.

The Dialed Number (DN) represents the telephone number that the customer calls to contact an agent.


8. Configure services by choosing Configure ICM > Peripherals > Service > Service Explorer.

A service refers to a type of processing that a caller requires. It often associates with a peripheral and is sometimes called a peripheral service.


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9. Configure skill groups by choosing Configure ICM > Peripherals > Skill Group > Skill Group Explorer

A skill group designates a collection of agents that share a common set of skills. Skill groups sometimes associate with a peripheral and are referred to as Peripheral Skill Groups. One can be a member of zero to as many skill groups as is practical. Skill groups generally represent members of Services. They serve to organize agent availability by skill set. This method allows decision making to find the best agent for a request.


10. Attach skill groups to services by choosing Configure ICM > Peripherals > Service > Service Explorer.

To make a skill group a member of a desired service, you must attach the skill group to the service. By attaching skill groups to services, you create an organizational structure that allows you the maximum flexibility in routing calls to the correct agents.


11. Configure agents by choosing Configure ICM > Peripherals > Agent > Agent Explorer.

The agent designates the person who responds to requests from the customer. Agents can associate with a peripheral and be a member of one or more skill groups or services. You can also group agents into agent teams.


12. Add agents to skill groups by choosing Configure ICM > Peripherals > Agent > Agent Explorer > Skill Group Membership.

Contact center managers can assign agents to the most appropriate skill groups according to their talents and skills. This method helps ensure that the most appropriate agent for a request responds to the customer. Ensure that an IPCC Agent is assigned to at least one skill group.


13. Configure routes by choosing Configure ICM > Targets > Route > Service Explorer.

The route specifies a value that is returned by a routing script that maps to a target or a peripheral. Those targets include services, skill groups, agents, translation routes, queue points, or CTI route points. ICM software converts a route to a label (for ACDs) or a device target (for IPCC) to direct the destination of a request.


14. Configure device targets by choosing Configure ICM > Targets > Device Target > Device Target Explorer.

A device target specifies a telephony device that a telephone number can uniquely address. A device target does not associate with any one peripheral. Ensure that each device target has one or more labels associated with it, although only one label may exist per routing client.


15. Configure labels by choosing Targets > Label > Label List.

A label specifies the value that ICM software returns to a routing client instructing it where to send the call. The routing client can map the label to an announcement, a trunk group and DNIS, or a device target. Special labels might instruct the routing client to take another action such as playing a busy signal or an unanswered ring to the caller.



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Configure Cisco Agent Desktop

16. Configure call types by choosing Tools > List Tools > Call Type List.

A call type designates a category of an incoming call.


17. Configure network VRU scripts by choosing Targets > Network VRU Script > Network VRU Script List.

A VRU script on ICM comprises the configured record for the VRU script that resides on the IP-IVR. A VRU script executes to collect digits, play hold music, or perform many other common IVR functions.


18. Create ICM scripts. ICM software determines the best way to handle a call through routing scripts, which contain instructions that can classify the call as a particular call type, determine the best destination for the call, and direct the call to the appropriate agent.

ICM Software Script Editor Guide

19. Schedule ICM scripts. You can schedule ICM scripts to be used at different times.

ICM Software Script Editor Guide


1. Check ICM for two configurations:

– During the installation of SQL server, on the network protocol box, check the TCP sockets and the Named pipes options.

– In the SQL Enterprise Manager on the ICM system, create a new login ID for the CAD Rascal Database. Use “caduser” for both the user name and password and grant system administration privileges.

You need these configurations for the Cisco Agent Desktop (CAD).

The CAD installation process requires this login ID.


2. Gather the following information:

– Cisco CallManager—IP address or host name and peripheral ID

– IP-IVR information—IP address or host name

– CTI server—port number

– ICM software—IPCC instance name

The CAD server needs to access these other systems over the IP telephony network.



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3. Install CAD server software on the server, and under Servers, choose all of the servers listed, but do not choose Secondary Directory Service.

Install the CAD server software on the same server where you installed the ICM sprawler.


4. Install Cisco Agent Desktop software on the workstation, and choose these options during installation:

– Under Administration, the Desktop Administrator

– Under Supervisors, the On-site Supervisor Desktop

– Under ACD Agents, the Agent Desktop

– Under Documentation, the Cisco Desktop Manuals

The desktop allows supervisors to view agent states and call information, send text messages to agents, record conversations, and provide advanced monitoring functions.


5. Configure and enable the Cisco Catalyst switch.

CAD provides a silent monitoring feature. The silent monitor function provides the ability for a supervisor to choose an agent and monitor calls in real time.

If you plan to use this feature in your laboratory, you need the Cisco Catalyst 2900 or 3500 switch. The Catalyst 3500 switch provides the inline power for the Cisco IP Phones to plug in to the network. You need the Cisco Catalyst switch, so you can configure a span on the actual network to which you connect. You must connect to the switch via the console or telnet connections.

Refer to the documentation included with the Cisco Catalyst switch.


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