Soft Phone Admin Guide

8/8/2019 Soft Phone Admin Guide

1/90

Corporate HeadquartersCisco System s, Inc.170 West Tasman DriveSan Jose, CA 95134-1706

Cisco IP SoftPhone AdministratorGuide

Version 1.3
http://www.cisco.com/


2/90

Cisco IP SoftPhone Administrator Guide

Copyright 20002002, Cisco Systems, Inc.

All rights reserved.CCIP, the Cisco PoweredNetwork mark, the Cisco Systems Verified logo, Cisco Unity, Follow Me Browsing, FormShare, In

Quotient, iQ Breakthrough, iQ Expertise, iQ FastTrack, the iQ Logo, iQ Net Readiness Scorecard, Networking Academy, ScriptShare, SMA

TransPath, and Voice LAN are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, Discover All Thats Pos

The Fastest Way to Increase Your Internet Quotient, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet, ASIST, BPX, Ca

CCDA, CCDP, CCIE, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, the Cisco IOS logo, Cisco Press, Cisco

Systems, Cisco Systems Capital, the Cisco Systems logo, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherSwitch

Step, GigaStack, IOS, IP/TV, LightStream, MGX, MICA, the Networkers logo, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing,

RateMUX, Registrar, SlideCast, StrataView Plus, Stratm, SwitchProbe, TeleRouter, and VCO are registered trademarks of Cisco Systems, Inc.

its affiliates in the U.S. and certain other countries.

All other trademarks mentioned in this document or Web site are the property of their respective owners. The use of the word partner does not

a partnership relationship between Cisco and any other company. (0203R)


3/90

C O N T E N

Preface vii

Purpose vii

Audience viii

Organization viii

Related Documentation ix

Conventions ix

Cisco Connection Online xi

Documentation CD-ROM xi i

C H A P T E R1 Preparing Your Netw ork for Cisco IP SoftPhone 1-1

Overview of Cisco IPSoftPhone Administrator Tasks 1-2

Understanding the Relationship of Cisco IPSoftPhone to the Netw ork 1-2

Cisco CallManager 1-3

Understanding Cisco TSP 1-4

Standards Support 1-4

Using Cisco IP SoftPhone in Other Languages 1-5

System Requirements 1-5

Cisco CallM anager Server Requirements 1-5

Cisco IP SoftPhone Client Requirements 1-5

Configuring the Cisco CallManager 1-8

Adding a CTI Port 1-8
http:///reader/full/page23http:///reader/full/page21http:///reader/full/page20http:///reader/full/page20http:///reader/full/page17http:///reader/full/page17http:///reader/full/page17http:///reader/full/page17http:///reader/full/page16http:///reader/full/page16http:///reader/full/page15http:///reader/full/page14http:///reader/full/page14http:///reader/full/page13http:///reader/full/page13http:///reader/full/page12http:///reader/full/page11http:///reader/full/page9http:///reader/full/page9http:///reader/full/page8http:///reader/full/page8http:///reader/full/page7http:///reader/full/page7


4/90

Contents

Adding and Associating a User 1-12

Adding and Associating a User (Cisco CallM anager 3.1 or Later) 1-

Adding and Associating a User (Cisco CallM anager 3.0.6) 1-13

Associating a User with a Cisco IP Phone 1-15

Associating a User with a Cisco IP Phone (Cisco CallManager 3.1 oLater) 1-15

Associating a User with a Cisco IP Phone (Cisco CallManager3.0.6) 1-16

Support Cisco Emergency Responder (CER) Service 1-17

C H A P T E R2 Using the Cisco IP SoftPhone Installation Utili ties 2-1

Using the Cisco IP SoftPhone Customization Tool 2-1Using the Cisco IP SoftPhone Web Administrator Uti li ty 2-4

C H A P T E R3 Configuring Settings for Cisco IP SoftPhone 3-1

Setting Call Control Options 3-2

Configuring Directory Settings 3-3Adding a Directory 3-3

Removing a Directory 3-5

Editing a Directory 3-6

Configuring Dialing Rules 3-6

Sett ing Audio Options 3-10Configuring Netw ork Audio Settings 3-11

Configuring Advanced Settings 3-13

Configuring Audio Quality Features 3-14

Volume Limit ing 3-14
http:///reader/full/page51http:///reader/full/page50http:///reader/full/page50http:///reader/full/page49http:///reader/full/page47http:///reader/full/page46http:///reader/full/page42http:///reader/full/page42http:///reader/full/page41http:///reader/full/page39http:///reader/full/page39http:///reader/full/page38http:///reader/full/page37http:///reader/full/page37http:///reader/full/page34http:///reader/full/page31http:///reader/full/page31http:///reader/full/page31http:///reader/full/page29http:///reader/full/page28http:///reader/full/page28http:///reader/full/page27http:///reader/full/page27http:///reader/full/page27http:///reader/full/page25http:///reader/full/page24http:///reader/full/page24


5/90

v

Content

C H A P T E R4 Troubleshooting 4-1

Troubleshooting the Installat ion 4-1

Installation Does Not Launch Successfully 4-2

Cannot Use One-Click Install 4-2

Install Hangs When Using Netscape 4-3

Not Enough Space on the C Drive 4-3

Uninstall Does Not Remove All Files 4-3

Troubleshooting Problems with Selecting Lines 4-3

When I Start Cisco IP SoftPhone, Why Dont I See Any Lines to Control?

Verifying the Cisco IPSoftPhone Configuration 4-6

Verifying the Cisco TSP Configuration for Cisco CallManager 3.0 orLater 4-6

Verifying Netw ork Connectivity 4-7

I Can See a Line but W hen I Try to Open it, Cisco IPSoftPhone Displays'Could Not Open Address' Error 4-8

Finding and Changing the IP Address for the Cisco CallManager 4-9

Determining Which Cisco CallManager the Cisco IPSoftPhone is Using

Changing the Cisco CalIM anager IP Address Configured for theCisco IP SoftPhone 4-9

Adjusting t he Volume Controls 4-10

Adjusting the Volume Sett ings 4-10

Diagnosing Audio Problems 4-12Poor Audio Quali ty 4-12

Echo 4-14

One-way Audio 4-15

Full -duplex vs. Half -duplex Sound Cards 4-16
http:///reader/full/page69http:///reader/full/page69http:///reader/full/page68http:///reader/full/page67http:///reader/full/page66http:///reader/full/page64http:///reader/full/page64http:///reader/full/page62http:///reader/full/page62http:///reader/full/page61http:///reader/full/page61http:///reader/full/page61http:///reader/full/page61http:///reader/full/page60http:///reader/full/page60http:///reader/full/page59http:///reader/full/page58http:///reader/full/page58http:///reader/full/page58http:///reader/full/page56http:///reader/full/page55http:///reader/full/page55http:///reader/full/page55http:///reader/full/page55http:///reader/full/page54http:///reader/full/page54http:///reader/full/page53http:///reader/full/page53http:///reader/full/page53http:///reader/full/page87http:///reader/full/page87


6/90

Contents

Sound Card is in Use Error 4-18

Diagnosing Problems with Collaboration 4-18

Tracing in Cisco IP SoftPhone 4-19

Tracing the Cisco TSP 4-20

Tracing the Cisco TSP Versions 3.1 or Later 4-20

Tracing the Cisco TSP Version 3.0 4-20

Tracing the Cisco IP SoftPhone GUI Application 4-21

Activating the Cisco TSP 4-23

Manually Adding the List of Telephony Drivers for Windows 2000: 4-23

Manually Adding the List of Telephony Drivers for Windows 95/ 98/ME:

Configuring the Cisco TSP 4-24

Configuring the Cisco TSP (Cisco CallManager 3.1(x)) 4-25

Configuring the Cisco TSP (Cisco CallManager 3.0.6) 4-29

A P P EN D I X A Browser Requirements A-1

I N D EX
http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page87http:///reader/full/page85http:///reader/full/page85http:///reader/full/page81http:///reader/full/page77http:///reader/full/page76http:///reader/full/page76http:///reader/full/page75http:///reader/full/page75http:///reader/full/page73http:///reader/full/page72http:///reader/full/page72http:///reader/full/page72http:///reader/full/page71http:///reader/full/page70http:///reader/full/page70


7/90

Preface

This preface describes the purpose, audience, organization, and conventions

this guide, and provides information on how to obtain related documentatio

The preface covers these topics:

Purpose, page vii

Audience, page viii

Organization, page viii

Related Documentation, page ix

Conventions, page ix

Cisco Connection Online, page xi

Documentation CD-ROM, page xii

PurposeThe Cisco IP SoftPhone Administrator Guide provides instructions for instal

and administering the Cisco IP SoftPhone. It will help you perform the follo

actions:

Understand the Cisco IP SoftPhone network and telephony components

features.

Confi ure the Cisco CallMana er for use with the Cisco IP SoftPhone.
http:///reader/full/page11http:///reader/full/page8http:///reader/full/page12http:///reader/full/page9http:///reader/full/page9http:///reader/full/page8http:///reader/full/page7


8/90

Audience

Configure user settings for the Cisco IP SoftPhone.

Troubleshoot common problems that users may have when usingCisco IP SoftPhone.

AudienceThe Cisco IP SoftPhone Administrator Guide is written for network and teleph

administrators who will be administering Cisco IP SoftPhone for end users.

OrganizationThis guide is organized as follows:

Chapter Description

Chapter 1 Preparing Your Network for Cisco IP SoftPhone

Describes how to set up the network so users can install and

Cisco IP SoftPhone.

Chapter 2 Using the Cisco IP SoftPhone Installation Utilities

Describes how to preset installation settings for theCisco IP SoftPhone.

Chapter 3 Configuring Settings for Cisco IP SoftPhone

Describes how to configure administrative settings for the

Cisco IP SoftPhone.

Chapter 4 Troubleshooting

Describes how to troubleshoot common problems that usershave when using Cisco IP SoftPhone.

Appendix A Browser Requirements

Describes browser configuration requirements for

Cisco IP SoftPhone.
http:///reader/full/page85http:///reader/full/page53http:///reader/full/page37http:///reader/full/page13http:///reader/full/page31


9/90

Related Documentatio

Related DocumentationRefer to the following documents for further information about related CiscTelephony applications and products:

Cisco IP SoftPhone User Guide

Cisco IP SoftPhone Quick Start Guide

Cisco IP SoftPhone Release Notes

Cisco CallManager Administration Guide

Cisco CallManager System Guide

Cisco CallManager Troubleshooting Guide

ConventionsThis document uses the following conventions:

Convention Description

boldface font Commands and keywords are in boldface.

italic font Arguments for which you supply values are in italics.

[ ] Elements in square brackets are optional.

{ x | y | z } Alternative keywords are grouped in braces and separa

by vertical bars.

[ x | y | z ] Optional alternative keywords are grouped in bracket

and separated by vertical bars.

string A nonquoted set of characters. Do not use quotation

marks around the string or the string will include thequotation marks.

screen font Terminal sessions and information the system display

are in screen font.

boldface screen

font

Information you must enter is in boldface screen fo


10/90

Conventions

Notes use the following conventions:

Note Means reader take note. Notes contain helpful suggestions or references to

material not covered in the publication.

Timesavers use the following conventions:

Timesaver Means the described action saves time. You can save time by performing the

action described in the paragraph.

Tips use the following conventions:

Tip Meansthe following are useful tips.

Cautions use the following conventions:

Caution Means reader be careful. In this situation, you might do something that cou

result in equipment damage or loss of data.

Warnings use the following conventions:

This pointer highlights an important line of te

in an example.

^ The symbol represents the key labeled Controlfor

example, the key combination ^D in a screen display

means hold down the Control key while you press the

key.

< > Nonprinting characters, such as passwords are in anglbrackets.

Convention Description


11/90

Cisco Connection Onlin

Warning This w arning symbol means danger. You are in a situation that could causbodily i njury. Before you w ork on any equipment, you must be aw are of thhazards involved w ith elec trical c ircuitry and familia r w ith standard practi

for preventing acc idents. To see translated versions of the w arning, refer t

Appendix n, Translated Safety W arnings.

Cisco Connection OnlineCisco Connection Online (CCO) is Cisco Systems primary, real-time suppo

channel. Maintenance customers and partners can self-register on CCO to ob

additional information and services.

Available 24 hours a day, 7 days a week, CCO provides a wealth of standard

value-added services to Ciscos customers and business partners. CCO serviinclude product information,productdocumentation, software updates, rele

notes, technical tips, the Bug Navigator, configuration notes, brochures,

descriptions of service offerings, and download access to public and authori

files.

CCO serves a wide variety of users through two interfaces that are updated

enhanced simultaneously: a character-based version and a multimedia version

resides on the World Wide Web (WWW). The character-based CCO supportZmodem, Kermit, Xmodem, FTP, and Internet e-mail, and it is excellent for q

access to information over lower bandwidths. The WWW version of CCO

provides richly formatted documents with photographs, figures, graphics, an

video, as well as hyperlinks to related information.

You can access CCO in the following ways:

WWW: http://www.cisco.com

WWW: http://www-europe.cisco.com

WWW: http://www-china.cisco.com

Telnet: cco.cisco.com

Modem: From North America, 408 526-8070; from Europe,

33 1 64 46 40 82. Use the following terminal settings: VT100 emulation


12/90

Documentation CD-ROM

For a copy of CCOs Frequently Asked Questions (FAQ), contact

[email protected]. For additional information, contact [email protected]

Note If you are a network administrator and need personal technical assistance wi

Cisco product that is under warranty or covered by a maintenance contract,

contact Ciscos Technical Assistance Center (TAC) at 800 553-2447,

408 526-7209, or [email protected]. To obtain general information about Cisc

Systems, Cisco products, or upgrades, contact 800 553-6387, 408 526-7208,

[email protected].

Documentation CD-ROMCisco documentation and additional literature are available in a CD-ROM

package, which ships with your product. The Documentation CD-ROM, amember of the Cisco Connection Family, is updated monthly. Therefore, it m

be more current than printed documentation. To order additional copies of t

Documentation CD-ROM, contact your local sales representative or call custo

service. The CD-ROM package is available as a single package or as an ann

subscription. You can also access Cisco documentation on the World Wide

at http://www.cisco.com, http://www-china.cisco.com, or

http://www-europe.cisco.com.

If you are reading Cisco product documentation on the World Wide Web, you

submit comments electronically. ClickFeedback in the toolbar and select

Documentation. After you complete the form, clickSubmit to send it to Ci

We appreciate your comments.


13/90

C H A P T E R

1

Preparing Your Netw ork forCisco IP SoftPhone

Cisco IP SoftPhone, which is a desktop application, enables you to use your

desktop PC to place and receive telephone calls and to control an IP telephonCisco CallManager server that must be installed on the IP network performs

call-routing functions.

The following sections provide an overview of the Cisco IP SoftPhone

administrators tasks and describe how to set up the network so that users ca

install and use Cisco IP SoftPhone:

Overview of Cisco IP SoftPhone Administrator Tasks, page 1-2

Understanding the Relationship of Cisco IP SoftPhone to the Network,

page 1-2

Using Cisco IP SoftPhone in Other Languages, page 1-5

System Requirements, page 1-5

Configuring the Cisco CallManager, page 1-8

Support Cisco Emergency Responder (CER) Service, page 1-17

Standards Support, page 1-4

Ch t 1 P i Y N t k f Ci IP S ftPh
http:///reader/full/page16http:///reader/full/page29http:///reader/full/page17http:///reader/full/page20http:///reader/full/page14http:///reader/full/page17http:///reader/full/page14http:///reader/full/page14


14/90

Chapter 1 Preparing Your Netw ork for Cisco IP SoftPh

Overview of Cisco IP SoftPhone Administrator Tasks

Overview of Cisco IP SoftPhone Administrator TasThe Cisco IP SoftPhone Administrator is responsible for deploying

Cisco IP SoftPhone by performing the following tasks:

Installing the Cisco IP SoftPhone client application.

Configuring settings to push to end users.

Running the Cisco IP SoftPhone Customization Tool to capture settings

push to end users.

Running the Cisco IP SoftPhone Web Administrator Utility to create a

website for end-users to download and install Cisco IP SoftPhone.

For more information, see Chapter 2, Using the Cisco IP SoftPhone Installa

Utilities.

Understanding the Relationship ofCisco IP SoftPhone to the Netw ork

Figure 1-1 shows an example of the network elements required to place, ans

and control calls with Cisco IP SoftPhone.

These sections help you understand the relationship of the Cisco IP SoftPhonyour network:

Cisco CallManager, page 1-3

Understanding Cisco TSP, page 1-4

Chapter 1 Preparing Your Netw ork for Cisco IP SoftPhone


15/90


Understanding the Relationship of Cisco IP SoftPhone to the Netw or

Figure 1-1 Cisco IP SoftPhone Network Components

Cisco CallM anager

To send and receive calls, ensure that the Cisco IP SoftPhone is registered wi

Cisco CallManager system. The Cisco CallManager, an open and

industry-standard call processing system, integrates traditional PBX function

with the corporate IP network. Cisco CallManager manages the components

the IP telephony system, the phones, access gateways, and the resources neces

for such features as call conferencing and route planning.

You can register a Cisco IP SoftPhone with one of following Cisco CallMansystem versions:

Cisco CallManager 3.2(x)

Cisco CallManager 3.1(x)

Cisco CallManager 3.0.6 or later

Related Topics

Cisco CallManager Server Requirements, page 1-5


VV

IP

VPSTN

Cisco VoIPGateway IP Switch

TAPI

Cisco IPSoftPhone

Cisco IPPhoneCisco

CallManager

http:///reader/full/page20http:///reader/full/page17


16/90


Understanding the Relationship of Cisco IP SoftPhone to the Netw ork

Understanding Cisco TSP

When communicating with the Cisco CallManager, Cisco IP SoftPhone uses

Cisco TAPI Service Provider (TSP) for LDAP-directory-based security.

Cisco TSP automatically gets installed on the client PC when the user instal

Cisco IP SoftPhone.

With Cisco TSP, the username and password for each Cisco IP SoftPhone cli

is encrypted and stored in the client registry within the Cisco LDAP director

Because no NT domain requirement exists, a secure Windows 95/98 deployis possible. You can perform configuration and management by associating

devices with users via the Cisco CallManager user pages. All lines in those

devices become controllable by the user.

Related Topic


Standards Support

Cisco IP SoftPhone supports the following networking and telephony standa

Telephony Application Programming Interface (TAPI) compliant

T.120 via networking integration H.323

G.711, G.723.1 and G.729A coder/decoder (codec) support

codec G.711 alaw and ulaw (64 kbps)

http:///reader/full/page20


17/90


Using Cisco IP SoftPhone in Other Language

Using Cisco IP SoftPhone in Other LanguagesYou have the flexibility to use Cisco IP SoftPhone in English, French, Japan

Chinese, Korean, and German. During installation, you can select the langua

which you would like to run Cisco IP SoftPhone. As a result, text in the

Cisco IP SoftPhone graphical user interface and dialog boxes will appear in

language of your choice. When you run Cisco IP SoftPhone, you can switch

another language at any time.

The following section describes how to configure language settings for

Cisco IP SoftPhone:

Configuring Advanced Settings, page 3-13

System RequirementsThese sections describe the system requirements for Cisco IP SoftPhone:

Cisco CallManager Server Requirements, page 1-5

Cisco IP SoftPhone Client Requirements, page 1-5

Cisco CallM anager Server RequirementsCisco IP SoftPhone requires a Cisco CallManager server, Version 3.0.6 or la

with all user configurations.

See Configuring the Cisco CallManager section on page 1-8 for details.

Also, refer to the Cisco CallManager System Guide for details on how to ins

and set up the Cisco CallManager.

Cisco IP SoftPhone Client Requirements

Table 1-1 lists the system and network requirements for installing and using

Cisco IP SoftPhone on a client PC.



18/90

p p g

System Requirements

Table 1-1 Hardware and Software Requirements for Cisco IP SoftPhone

Item Requirement Notes

Operating system Microsoft Windows 95, Windows 98

SE, Windows ME, Windows NT 4.0

with Service Pack 4 or later, Win XP or

Windows 2000

English, French, German, Chinese,

Korean, and Japanese versions only.

Free disk space 40 MB

Temporary disk

space

60 MB 20 MB is used only for installation

(TEMP directory)

Processor Pentium II 266 MHz A Pentium 166 MHZ MMX is

sufficient if using only in phone cont

mode.

Memory 64 to 128 MB RAM Depends on which features are acti

Internet browser Microsoft Internet Explorer version4.01 or later, or Netscape Navigator

4.06 or later with Internet Explorer

3.02 or later installed.

You do not need an internet browseruse Cisco IP SoftPhone; however,

Cisco IP SoftPhone requires the Jav

Virtual Machine (JVM), which is

included with Microsoft Internet

Explorer. You need an internet brow

to install Cisco IP SoftPhone from t

web.

1

Sound card Microsoft Windows-compatible

full-duplex sound card

If you have a USB2

microphone/headset, you will not n

an additional sound card.

Computer headset

or handset

Any PC-compatible headset or handset

(microphone and headphone)

Required if you plan to use

Cisco IP SoftPhone as a stand-alone

application. A headset or headset is

required if you will be usingCisco IP SoftPhone to control a

Cisco IP Phone.



19/90

System Requirement

Microsoft

NetMeeting client

application

Version 3.01 Required if you plan to do desktop

collaboration. NetMeeting 3.01

automatically gets installed as part

the Cisco IP SoftPhone installation.

Address Resolution To collaborate with Virtual Conference

Room, the directory entry for eachcollaborator must include the IP

address or host name in the Associated

PC field.

Note If you want this field to

automatically update,

configure an LDAP directory in

addition to configuring the

Auto IP Network setting.

1. For more details about Internet Browser requirements, see Appendix A, Browser Requirements..

2. Universal Serial Bus

Table 1-1 Hardware and Software Requirements for Cisco IP SoftPhone (continued)

Item Requirement Notes



20/90

Configuring the Cisco CallM anager

Configuring the Cisco CallM anagerTo configure the Cisco CallManager for use with Cisco IP SoftPhone, perfor

following steps:

Tip To find out which version of Cisco CallManager you are using, log in as anadministrator on the Cisco CallManager server machine and choose Help >

About Cisco CallManager.

Adding a CTI Port

You need to add a Computer Telephony Integration (CTI) port for each activ

voice line that you set up in the Cisco TAPI Service Provider configuration di

box. The CTI port acts as a virtual device that allows you to create a virtual

If users will be using only Cisco IP SoftPhone to control their Cisco IP Pho

you do not need to add a CTI port.

To add a CTI Port, use one of the following procedures:

Adding a CTI Port (Cisco CallManager 3.1 or Later), page 1-9

Adding a CTI Port (Cisco CallManager 3.0.6), page 1-11

Procedure Reference

Step 1 Add CTI Ports See Adding a CTI Port section on page 1

Step 2 Add and Associate Users See Adding and Associating a User secti

on page 1-12.

Step 3 Associate Users with a Cisco IP Phone See Associating a User with a

Cisco IP Phone section on page 1-15.


C fi i th Ci C llM


21/90

Configuring the Cisco CallM anage

Adding a CTI Port (Cisco CallM anager 3.1 or Later)

Procedure

Step 1 On the Cisco CallManager server machine, log in as an administrator.

Step 2 Choose Device > Add a New Device.

The Add a Device screen appears.

Step 3 Choose Phone from the Device Type drop-down list box and clickNext.

The Add a New Phone screen appears.

Step 4 Choose CTI Port from the Phone Type drop-down list box and clickNext.

The Phone Configuration screen appears.

Step 5 Enter phone configuration settings as described in Table 1-2 and clickInser

Table 1-2 CTI Port Settings

Field Description

Device Name Identifies software-based telephones. Valu

can be a maximum of 15 characters, includi

alphanumeric, dot, dash, or underscores.

Description Clarifies purpose of device.Device Pool A set of common characteristics for devic

Use the default setting.

Calling Search Space Collection of Route Partitions searched to

determine how a dialed number should be

routed. This field is optional.

Media Resource Group List A logical grouping of media servers that cbe associated with a geographical location

with a site as desired. This field is optiona

User Hold Audio Source Specifies the audio source played when a u

initiates a hold action. This field is option




22/90


Step 6 When you are asked if you want to add a directory number for line 1, click

Step 7 Enter an available directory number in the Directory field and clickInsert.

Tip If you are not sure which directory numbers are available, choose Device > Ph

on the Cisco CallManager Administration screen and do a search on Directo

Number. This will display a list of the numbers that are already taken.

The following question box appears:

Step 8 Click OK.

Related Topic


Network Hold Audio Source Specifies the audio source played when th

network initiates a hold action. This field i

optional.

Location Remote location accessed using restricted

bandwidth connections. This field is optio

Table 1-2 CTI Port Settings (continued)

Field Description




23/90


Adding a CTI Port (Cisco CallM anager 3.0.6)

Procedure


Step 2 Choose Device > Add a New Device.

The Add a Device screen appears.

Step 3 Choose Phone from the Device Type drop-down list box and clickNext.

The Add a New Phone screen appears.

Step 4 Choose CTI Port from the Phone Type drop-down list box and clickNext.

The Phone Configuration screen appears.

Step 5 Enter phone configuration settings as described in Table 1-3 and clickInser

Step 6 When you are asked if you want to add a directory number for line 1, click

Step 7 Enter an available directory number in the Directory field and clickInsert a

Close.

Table 1-3 CTI Port Settings

Field Description

Device Name Identifies software-based telephones. Valu

can be a maximum of 15 characters, includi

alphanumeric, dot, dash, or underscores.

Description Clarifies purpose of device.Device Pool A set of common characteristics for devic

Use the default setting.

Location Remote location accessed using restricted

bandwidth connections. This field is optio

Calling Search Space Collection of Route Partitions searched to

determine how a dialed number should berouted. This field is optional




24/90

Co gu g t e C sco Ca a age

Tip If you are not sure which directory numbers are available, choose Device > Ph on the Cisco CallManager Administration screen and do a search on Directo

Number. This will display a list of the numbers that are already taken.

Related Topic


Adding and Associating a User

To add and associate a user, use one of the following procedures:

Adding and Associating a User (Cisco CallManager 3.1 or Later), page Adding and Associating a User (Cisco CallManager 3.0.6), page 1-13

Adding and Associating a User (Cisco CallM anager 3.1 or Later)

Procedure


Step 2 ClickUser > Add a New User.

Step 3 Complete all the user fields with the requested information. Required fields

indicated by an asterisk (*).

Step 4 Click the check box next to Enable CTI Application Use so you can use lin

standalone mode.

Note The Associated PC field is required for collaboration with Virtual Conferenc

Room.


http:///reader/full/page20http:///reader/full/page25http:///reader/full/page24


25/90

g g g

Note The Auto Attendant Name Dialing field automatically gets generated when alother fields are completed.

Step 5 ClickInsert and then clickPersonal Information to view the users Applica

Profiles panel.

Step 6 ClickDevice Association listed inthe users Application Profiles panel.

The page refreshes and brings up the User Device Assignment page.Step 7 Click the check box next to the device (line name) that you want to associate

the user.

You can search devices by device name or extension number, in a simila

fashion to the Advanced User Search.

Devices with multiple extensions associated with them appear multiple ti

in the list. Checking one of the entries in the list causes the other one to

checked as well.

If a device is checked, a radio button appears next to the extension for t

device. This allows the extension to be selected as the primary extension

that user.

Step 8 After you have finished associating devices, clickUpdate to add the informa

orclickPersonal Information to see the users information.

Adding and Associating a User (Cisco CallM anager 3.0.6)

Procedure


Step 2 ClickUser > Add a New User.

Step 3 Complete all the user fields with the requested information. Required fields

indicated by an asterisk (*).

Ste 4 Click the check box next to Enable CTI A lication Use so that ou can u




26/90

Note The Associated PC field is required for collaboration with Virtual ConferencRoom.

Note The Auto Attendant Name Dialing field automatically gets generated when al

other fields are completed.

Step 5 ClickDevice Association.

Step 6 The page refreshes and brings up the User Device Assignment page.

Step 7 Click the check box next to the device (line name) that you want to associate

the user.

You can search devices by device name or extension number, in a simila

fashion to the Advanced User Search.

Devices with multiple extensions associated with them appear multiple ti

in the list. Checking one of the entries in the list causes the other one to

checked as well.

If a device is checked, a radio button appears next to the extension for t

device. This allows the extension to be selected as the primary extension

that user.

Step 8 After you have finished associating devices, clickInsert to add the informator clickPersonal Information to see the users information.

Related Topics


Associating a User with a Cisco IP Phone, page 1-15




27/90

Associating a User w ith a Cisco IP Phone

To associate a user with a Cisco IP Phone, use one of the following procedu

Associating a User with a Cisco IP Phone (Cisco CallManager 3.1 or La

page 1-15

Associating a User with a Cisco IP Phone (Cisco CallManager 3.0.6),

page 1-16

Associating a User w ith a Cisco IP Phone (Cisco CallM anager 3.1 or Later)

Procedure

Step 1 Log in as an administrator on the Cisco CallManager server.

Step 2 Open Cisco CallManager Administration.Step 3 ClickUser > Global Directory.

This opens the User Search page.

Step 4 Enter the name of the user that you want to associate with a Cisco IP Phone

clickSearch.

Tip You may also search devices by device name or extension number.

Step 5 In the Find and List Users page, click on the persons name. The page refres

and brings up the Update User Information page.

Step 6 Ensure that the check box next to Enable CTI Application Use is checked so

you can use lines in standalone mode.

Step 7 ClickPersonal Information to view the users Application Profiles panel.

Step 8 Inthe users Application Profiles panel, clickDevice Association.

Step 9 Enable the check box next to Cisco IP Phone icon (for example, 7960) and c

Update.


http:///reader/full/page28http:///reader/full/page28http:///reader/full/page27http:///reader/full/page27


28/90

Associating a User w ith a Cisco IP Phone (Cisco CallM anager 3.0.6)

Procedure

Step 1 On the Cisco CallManager server, log in as an administrator.

Step 2 Open Cisco CallManager Administration.

Step 3 ClickUser > Global Directory.

This opens the User Search page.

Step 4 Enter the name of the user that you want to associate with a Cisco IP Phone

clickSearch.

Tip You may also search devices by device name or extension number.

Step 5 In the Find and List Users page, click on the persons name. The page refres

and brings up the Update User Information page.

Step 6 Ensure that the check box next to Enable CTI Application Use is checked so

you can use lines in standalone mode.

Step 7 ClickAssociate Devices.

Step 8 Enable the check box next to Cisco IP Phone icon (for example, 7960) and c

Update and then Insert.


Support Cisco Emergency Responder (CER) Servic


29/90

Support Cisco Emergency Responder (CER) ServicCisco IP SoftPhone 1.2 includes support for CER service. CER service prov

911 dispatchers with your caller information such as phone number and locat

You can operate Cisco IP SoftPhone with CER service if you are using

Cisco CallManager 3.1(x) and the Cisco CallManager has been configured f

CER support.

If users install Cisco IP SoftPhone from a CD-ROM, they will need the follo

information to enable CER service:

Whether CER service is configured on the Cisco CallManager.

The primary and backup server URLs for Cisco IP SoftPhone configure

the Cisco CallManager for CER service.

These URLs are required for Cisco IP SoftPhone to pass CER informatio

the CER servers.

Note If users with CER service install Cisco IP SoftPhone from the web o

self-extracting executable, the primary and backup server URLs will

automatically configured for them.


Support Cisco Emergency Responder (CER) Service


30/90


31/90

C H A P T E R

Using the Cisco IP SoftPhoneInstallation Utilities

This section describes the following topics:

Using the Cisco IP SoftPhone Customization Tool, page 2-1

Using the Cisco IP SoftPhone Web Administrator Utility, page 2-4

Using the Cisco IP SoftPhone Customization Tool

The Cisco IP SoftPhone customization tool extracts settings forCisco IP SoftPhone and saves them in the following administrator customiza

files:

Customization File Description

CCNSoftPhone.reg User configuration settings

DialingRules.rul Dialing rule settings

Directories.dir Directory settings

SetupTSP.exe For Cisco CallManager 3.0, 3.1, 3.2. The

SetupTSP.exe file may already be in extracted for

nm30.exe NetMeeting for specific locale

Chapter 2 Using the Cisco IP SoftPhone Installation Util it

Using the Cisco IP SoftPhone Customization Tool


32/90

The customization tool copies these files into the Customization Files folder

Cisco IP SoftPhone. System administrators can then place this folder on a

network server or web server for users to access when they install

Cisco IP SoftPhone.

The customization tool saves the following user configuration settings in the

administrator customization files:

IP addresses

Primary and backup CTI Manager IP addresses or host names

(Cisco CallManager 3.1or later)

Cisco CallManager IP address (Cisco CallManager 3.0(x))

Cisco Emergency Responder (CER) Service

Primary server URL setting for CER

Backup server URL setting for CER

Directory configurations

Dialing rule configurations

Call control options

Voicemail destination

Call-answer options

Enable automatic greeting Ring File

Audio options

Volume settings

Voice settings:

Use Low Bandwidth Codec option

Advanced voice settings (including dynamic jitter buffer)

Ringer settings (including Enable Ring Buzzer option)

Network Audio Settings (including input/output UDP port settings)

Voice Limiter


Using the Cisco IP SoftPhone Customization To


33/90

Volume controls

Microphone volume Speaker volume

Ring volume

Wave file volume

Tracing

TSP

GUI

Call Control

Collaboration

Audio

Collaboration (enable or disable)

Procedure

Step 1 Install Cisco IP SoftPhone on a client PC.

Step 2 Configure settings for Cisco IP SoftPhone on the client PC.

See Chapter 3, Configuring Settings for Cisco IP SoftPhone, for details.

Step 3 Verify that the Cisco IP SoftPhone is functional:

Open lines.

Make some calls.

Look up names in the LDAP directory.

Check the dialing rules.

Verify the IP address or location of the Cisco CallManager. You can che

this information in the Advanced settings of the SoftPhone GUI or by u

the Windows Control Panel. To use the control panel, perform the follo

steps:

Open the Windows Control Panel.


Using the Cisco IP SoftPhone W eb Administrator Util ity


34/90

Choose Cisco TSP001.tsp (Cisco CallManager 3.1) or Cisco IP PB

Service Provider (Cisco CallManager 3.0)and clickConfigure.

Check or change the setting for CTI Manager tab

(Cisco CallManager 3.1) or CallManager Location

(Cisco CallManager 3.0) section in the Cisco IP PBX Service Provi

window.

Step 4 When you are sure that all settings are correct, save them to administrator

customization files:

a. Insert the CD or invoke "Launch.exe".

b. Choose the language to use.

c. Choose the Web Administrator Customization Utility.

d. ClickBrowse... and choose a location where you want to save the

customization files.

Typically, the customization files reside on a server in the same location

the Cisco IP SoftPhone installation files.

The SoftPhone Customizer utility will create administrator customization fil

with the settings you configured in Step 2.

Note After you install Cisco IP SoftPhone, run the customization tool before you in

Cisco IP SoftPhone in another language.

Also, you need to install the language packs for Cisco IP SoftPhone to display

proper characters. Go to Settings -> Control Panel -> Regional Options.

Using the Cisco IP SoftPhone W eb AdministratorUtility

The Cisco IP SoftPhone installation includes a Cisco IP SoftPhone Web


Using the Cisco IP SoftPhone W eb Administrator Utilit


35/90

download this installation file (or install from the web), install

Cisco IP SoftPhone on their client PCs, and begin using Cisco IP SoftPhone

without having to configure any settings.

Procedure

Step 1 Insert the CD or invoke "Launch.exe" to start installation.

Step 2 Choose the language to use.

Step 3 ClickInstall Products.

Step 4 Choose the Web Administrator installation utility.

Step 5 Choose the Setup language.

Step 6 ClickNext and follow the instructions on the screen.

Step 7 In the Choose Destination screen, clickBrowse and choose the directory on

web server where you want to place the web-enabled Cisco IP SoftPhoneinstallation package.

Step 8 Select the languages to deploy on the web.

Step 9 Specify the location of the customization files.

Step 10 ClickNext in the Start Copying Files screen.

Step 11 ClickFinish.

Tip After you have created a One Click Install image on the server, you can up

the customized settings simply by replacing the administrator customization

without rerunning the web administrator utility.


Using the Cisco IP SoftPhone W eb Administrator Util ity


36/90


37/90

C H A P T E R

Configuring Settings forCisco IP SoftPhone

The SoftPhone Administrator should configure the settings described in this

section:

Setting Call Control Options, page 3-2

Configuring Directory Settings, page 3-3

Configuring Dialing Rules, page 3-6

Setting Audio Options, page 3-10

Configuring Network Audio Settings, page 3-11

Configuring Advanced Settings, page 3-13

Configuring Audio Quality Features, page 3-14

Note For more information about the fields in the SoftPhone graphical user interf

and instructions on using SoftPhone, refer to the Cisco IP SoftPhone User G

Chapter 3 Configuring Settings for Cisco IP SoftPh

Setting Call Control Options


38/90

Setting Call Control OptionsUse the Call Control tab to specify how you want Cisco IP SoftPhone to ans

calls.

Procedure

Step 1 Click the Settings toolbar icon.

This opens the Call Control tab.

Step 2 Choose the appropriate call control settings as described in Table 3-1.

Step 3 ClickOK.

Table 3-1 Call Control Settings

Setting DescriptionVoicemail Destination The number for your voice mail

system.

Call Answer Options Specify whether you want to answe

calls yourself, forward all calls to y

voice mailbox, or have

Cisco IP SoftPhone automatically

answer your calls after a specifiednumber of rings.

Ring File Specifies the wave file that plays th

desired type of ring.

Enable automatic greeting Specifies the wave file that plays th

greeting for incoming calls.


Configuring Direc tory Setting


39/90

Configuring Directory SettingsUse the Directories tab in the Settings dialog window to specify the locatio

the LDAP directories you want Cisco IP SoftPhone to use when doing name

completion lookups.

These procedures help you configure directory settings:

Adding a Directory, page 3-3

Removing a Directory, page 3-5 Editing a Directory, page 3-6

Adding a Directory

Procedure


Step 2 Choose the Directories tab.

Step 3 Choose Add...

The Directory Service dialog window opens.

Step 4 Configure directory settings as described in Table 3-2.

If you need help, see your directory administrator.

For details about LDAP directory settings, refer to the Cisco CallManager Sy

Guide.

Table 3-2 Configuring Directory Settings

Setting Description

Display Name Enter a name for the LDAP directory.

For example, SoftPhone-CM

Server Name Enter the name for the LDAP server.


Configuring Directory Settings


40/90

Step 5 ClickOK.The Directories tab will redisplay showing the directory name you just add

Related Topics


Removing a Directory, page 3-5

Editing a Directory, page 3-6

Port Number Enter the port number used by the directory.

For example, 8404

Account name Enter the directory administrator distinguished name

(DN).

For example, cn=directory manager, o=company.co

Password Enter the directory administrator password.

Search Base Enter the baseor rootof the directory service in whi

to search for names.

For example, ou=users, o=company.com

Table 3-2 Configuring Directory Settings (continued)

Setting Description


Configuring Direc tory Setting


41/90

Removing a Directory

Procedure



Step 3 Click on the directory you want to remove.

Step 4 ClickRemove.

The directory will be removed from the list of directories.

Caution You will not be prompted before the directory is removed from the list.

Related Topics



Editing a Directory, page 3-6


Configuring Dialing Rules


42/90

Editing a Directory

Procedure



Step 3 Double-click on the directory you want to edit or choose the directory and c

the Edit button.Step 4 Make the desired changes to the information in the directory service dialog

window.

Step 5 ClickOK to make these changes take effect. Otherwise, clickCancel.

Related Topics Configuring Directory Settings, page 3-3


Removing a Directory, page 3-5

Configuring Dialing RulesUse the Dialing Rules tab in the Settings dialog window to set up dialing ru

for Cisco IP SoftPhone. Dialing rules tell Cisco IP SoftPhone how to prefix

phone numbers so the Cisco CallManager can properly route calls. The diali

rules apply only when using Cisco IP SoftPhone to initiate a call; they do no

apply to numbers dialed on the Cisco IP Phone.

Caution Only the system administrator should set dialing rules.

Note If there are no dialin rules, users must enter hone numbers in the dialin b


Configuring Dia ling Rule


43/90

The dialing rules list is maintained in the order in which you created the rules.

system searches dialing rules from the top of the dialing rules list to the bott

of the list. When the search finds a match, that dialing rule gets used.

Tip Create dialing rules in the order in which you want them to be used.

Procedure


Step 2 Choose the Dialing Rules tab.

Step 3 ClickAdd...

The Dialing Rule dialog window opens.

Step 4 Configure a dialing rule as described in Table 3-3.

Step 5 Review the dialing rule description displayed in the text box to ensure the sett

are as you intended.

Step 6 ClickOK.

Step 7 Repeat Steps 3 through 6 to set additional dialing rules as necessary.

Table 3-3 Setting Dialing Rules

Setting Description

Rule Name Enter a name for the rule.

For example, Rule 1

Starting Digits Enter the starting digits to which the rule applies.

For example, 525

Total number of digits Enter the number of digits to which the rule appli

For example, 7


Configuring Dialing Rules


44/90

Examples

1. To place local calls outside of your company without first dialing 9, use

dialing rule settings shown in Figure 3-1.

Figure 3-1 Sample Dialing Rule for Outside Local Calls

2. To place long-distance calls outside your company without first dialing 9

1, use the dialing rule settings shown in Figure 3-2.

Number of digits to

remove from front

Enter the number of digits this rule will remove fr

the beginning of all phone numbers you dial.

For example, 2

Add prefix Enter a prefix this rule will add to the beginning

all phone numbers you dial.

For example, 7

Table 3-3 Setting Dialing Rules (continued)

Setting Description


Configuring Dia ling Rule


45/90

Figure 3-2 Sample Dialing Rule for Outside, Long-Distance Calls

3. To place calls inside your company by only dialing the last five digits of

telephone number, use the dialing rule shown in Figure 3-3.


Setting Audio Options


46/90

Figure 3-3 Sample Dialing Rule for Internal Calls

Setting Audio OptionsUse the Audio tab to change settings that control the audio reception for

Cisco IP SoftPhone.

Procedure


Step 2 Click the Audio tab.

Step 3 Enable the check box next to Always use low bandwidth codec if your line

configured to operate in a high bandwidth region (such as LAN) but you are

temporarily connected using a low bandwidth connection (such as dial-up

modem).


Configuring Netw ork Audio Setting


47/90

Step 4 Click the Volume Settings button to access the volume controls for the spea

microphone, ring, and wave file.

Use your mouse to drag the volume bars up and down to set the desired volu

Step 5 If you have more than one device configured on your PC, use the Playback

drop-down list to choose which device SoftPhone uses for audio reception of

phone calls.

Step 6 If you have more than one device configured on your PC, use the Transmit

drop-down list to choose which device SoftPhone uses for audio transmissio

your phone calls.

Step 7 Used the Advanced Voice Settings option to adjust the sound quality of your

Cisco IP SoftPhone and to adjust the frequency processing to sharpen the au

and improve the sound quality of your phone calls. Refer to the Cisco IP

SoftPhone User Guide for detailed information.

Step 8 For information on Ringer Settings, refer to the Cisco IP SoftPhone User G

Step 9 For information on Network Audio Settings, see the Configuring Network ASettings section on page 3-11.

Step 10 ClickOK.

Related Topic

Configuring Network Audio Settings, page 3-11

Configuring Netw ork Audio SettingsThe Cisco IP SoftPhone may obtain the wrong IP address for your computer i

following cases:

You are running Cisco IP SoftPhone over a Virtual Private Network

(VPN) to connect to the corporate network.

You are using multiple Network Interface Cards (NICs) on the PC.

You disconnect and reconnect to the network (such as undocking an

dockin a la to .


Configuring Netw ork Audio Settings


48/90

To ensure Cisco IP SoftPhone always detects the proper IP address for your

computer, configure network audio settings as follows:

Procedure


Step 2 Click the Audio tab.

Step 3 Click the Network Audio Settings button to open the Network Audio Settin

screen.

Step 4 Configure Network Audio Settings as described in Table 3-4.

Table 3-4 Configuring Netw ork Audio Settings

IP Address Setting Description

Automatic

Selection

Tip Cisco highly recommends this setting.

Choose this primary setting to run Cisco IP SoftPhone over a VPN or to us

multiple NICs on the PC. The web page name getIP.asp, on the web server,

should appear in the URL Address field. This setting allows Cisco IP SoftPh

to obtain the correct IP address from this web page. The page must be up wh

SoftPhone is installed and running. This page gets installed as part of WebAdministrator installation.

Automatic Selection is the default setting for web installation.

Select Address Choose this setting under the following conditions:

Your web server does not support the active server pages or these pages

inaccessible to the user.

You install Cisco IP SoftPhone with a CD-ROMSelect a random address from the drop-down list box. You may need to

randomly choose a different address from the drop-down list box until you

able to establish two-way audio.

Select Address is the default setting for CD installation.


Configuring Advanced Setting

T bl 3 4 C fi i N t k A di S tti ( ti d)


49/90

Configuring Advanced SettingsUse the Advanced tab in the Settings dialog window to choose the lines you

to control and change the collaboration setting for Cisco IP SoftPhone.

Procedure


Step 2 Choose the Advanced tab.

Specify Address Users should not use this setting when you customize the Cisco IP SoftPho

Web Administrator utility.

Users should specify the IP address of their VPN software when they are una

to use the Automatic Selection setting.

Audio UDP Port

AutomaticSetting

Choose this setting if you want Cisco IP SoftPhone to automatically chooselocal UDP port from which it will receive incoming audio streams.

Automatic Setting is the default Setting.

Specify Port Choose this setting if you are using security software that requires users to

specify the UDP port for audio reception. For port number information, see y

network administrator.

Audio Output Port

Automatic

Setting

Choose this setting if you want Cisco IP SoftPhone to automatically choose

local UDP port from which it will send outgoing audio streams.

Automatic Setting is the default setting.

Specify Port Choose this setting if you are using security software that requires users to

specify the UDP port for audio transmission. For port number information,

your network administrator.

Table 3-4 Configuring Network Audio Settings (continued)

IP Address Setting Description


Configuring Audio Quali ty Features

Step 3 For the Collaboration setting enable the Virtual Conference Room option to


50/90

Step 3 For the Collaboration setting, enable the Virtual Conference Room option to

the Virtual Conference Room features of Cisco IP SoftPhone. Enable the

NetMeeting option to use the video collaboration features of MicrosoftNetMeeting. You must restart Cisco IP SoftPhone to make these changes tak

effect.

Note NetMeeting does not support VPN.

For collaboration to work, SoftPhone needs the IP addresses of all the SoftPhparticipants in the conference call. You must be using SoftPhone version 1.2(

later. Also, the associated PC field gets automatically updated only if you

configure the Cisco CallManager DC directory and no duplicate entries are

present in your personal directory.

Step 4 For the other settings, refer to the Cisco IP SoftPhone User Guide.

Step 5 ClickOK.

Configuring Audio Quality FeaturesThe Cisco IP SoftPhone administrator can configure several settings in the

registry in the following categories:

Volume Limiting, page 3-14

Voice Activity Detection, page 3-15

Volume Limiting

You can limit the volume of an incoming audio stream in case it is too loud.

Volume Limiter is controlled by using the following registry keys in the loca

hkey_current_user\software\cisco systems\ccnmediaterm\1.0:

LimitVolumePerforms volume limiting if this key is true (default);

otherwise all other volume-limiting parameters are ignored and no limit


Configuring Audio Quality Feature

LimiterThreshold Defines the threshold of loudness for incoming audi


51/90

LimiterThresholdDefines the threshold of loudness for incoming audi

The audio gets softer as you make this setting lower. The default is -8.0.

you reduce it to -25.0, the audio will sound very soft, and if you lower i-50.0 you will not hear anything.

LimiterLossIncrementDefines how fast volume gets reduced when a l

incoming signal is detected.

LimiterLossDecrementDefines how fast the volume or signal loss in t

limiter is reduced.

Voice Activity Detection

If the VAD Voice Activity Detection (VAD) key is enabled, Cisco IP SoftPh

detects when the user is silent during a call, and does not transmit any audio

packets in order to save network bandwidth. If VAD is on, the person on the o

end of the call hears nothing and may think that the call has been disconnect

The following information applies to the VAD key:

If VAD is turned off, Cisco IP SoftPhone keeps transmitting audio pack

throughout the duration of a call.

When a call is set up, Cisco CallManager notifies Cisco IP SoftPhone to

either turn VAD on or off for that call.

The VAD registry key is called ForceVADOff and is located at:hkey_current_user\software\cisco systems\ccnmediaterm\1.0

The value true means to always turn VAD off in Cisco IP SoftPhone an

ignore the Cisco Call Manager recommendation.

The value false means to turn VAD on or off depending on what

Cisco CallManager requests per call.

The default value is false.


Configuring Audio Quali ty Features


52/90


53/90

C H A P T E R

Troubleshooting

These sections help you to troubleshoot problems with the Cisco IP SoftPho

application:

Troubleshooting the Installation, page 4-1

Troubleshooting Problems with Selecting Lines, page 4-3

Finding and Changing the IP Address for the Cisco CallManager, page

Adjusting the Volume Controls, page 4-10

Diagnosing Audio Problems, page 4-12

Diagnosing Problems with Collaboration, page 4-18

Tracing in Cisco IP SoftPhone, page 4-19 Activating the Cisco TSP, page 4-23

Configuring the Cisco TSP, page 4-24

Troubleshooting the InstallationThis section includes the following topics:

Installation Does Not Launch Successfully, page 4-2

Cannot Use One-Click Install, page 4-2

Install Hangs When Using Netscape, page 4-3

Chapter 4 Troubleshoot

Troubleshooting the Installation

Installation Does Not Launch Successfully
http:///reader/full/page71http:///reader/full/page70http:///reader/full/page64http:///reader/full/page55http:///reader/full/page55http:///reader/full/page55http:///reader/full/page55http:///reader/full/page53http:///reader/full/page54http:///reader/full/page54http:///reader/full/page76http:///reader/full/page75http:///reader/full/page61http:///reader/full/page62


54/90

Installation Does Not Launch Successfully

Possible Cause The computer was not rebooted after installation.

Recommended Action Reboot the computer.

Possible Cause One of the Cisco IP SoftPhone components was not prope

installed.

Recommended Action Check the install logs (c:\CiscoInstall.log).

Recommended Action Verify that the user has administrator privileges on t

computer.

Recommended Action Verify that the user has installed Internet Explorer 4

Recommended Action Reinstall Cisco IP SoftPhone.

Cannot Use One-Click Install

Possible Cause The user does not have Internet access.

Recommended Action Make sure that users are using the self-extracting

installation.

Recommended Action Verify that the user can access www.installshield.co

Possible Cause The user did not Grant or Accept the digital signature

Recommended Action Make sure the user grants or accepts the digital signa


Troubleshooting Problems w ith Sel ecting Line

Install Hangs W hen Using Netscape


55/90

Install Hangs W hen Using Netscape

Possible Cause This may occur during the Cisco Telephony Service Provi

(TSP) part of the installation.

Recommended Action Although the installation program detects and closes

open Netscape windows, make sure there are no remaining netscape.exe

processes running.

Not Enough Space on the C Drive

Possible Cause Even if the TEMP variable is set to D:\temp, the installati

program copies files by default in the C:\Program Files\InstallShield folde

repairing existing installations. Approximately 20 MB of additional spac

required for the installation.

Recommended Action Ask the user to free up additional space on the C dri

Uninstall Does Not Remove All Files

Possible Cause The uninstall program will not remove the following files

are added or modified during runtime:

Personal directory

Directories and dialing rules settings

Trace files

Troubleshooting Problems w ith Selecting LinesThese Frequently Asked Questions (FAQs) help you resolve common proble

users may experience when selecting a line on Cisco IP SoftPhone:

When I Start Cisco IP SoftPhone, Why Dont I See Any Lines to Contro

a e 4-4


Troubleshooting Problems with Selecting Lines

When I Start Cisco IP SoftPhone, Why Dont I See Any Lines t


56/90

, y y

Control?Several possible causes for this exist.

Possible Cause The user has not selected a line.

Recommended Action Refer to the Cisco IP SoftPhone User Guide for det

on how to select a line.

Possible Cause The user has not been assigned a line on the

Cisco CallManager or the CTI Application Use has not been enabled.

Recommended Action To see if there are lines assigned to this user, log on t

Cisco CallManager Administrator page and do a search on the persons us

If no lines are assigned, refer to the Adding and Associating a User secon page 1-12.

Possible Cause The Cisco IP SoftPhone is not properly configured to see li

Recommended Action See the Verifying the Cisco IP SoftPhone

Configuration section on page 4-6.

Possible Cause The Cisco TSP (installed with Cisco IP SoftPhone) is not

properly configured.

Recommended Action See the Verifying the Cisco TSP Configuration for

Cisco CallManager 3.0 or Later section on page 4-6.



Possible Cause You may be using a Cisco TSP version that is incompatib

ith Ci C llM i ( h Ci TSP 3 0 ith
http:///reader/full/page58http:///reader/full/page58http:///reader/full/page58http:///reader/full/page58http:///reader/full/page24http:///reader/full/page24


57/90

with your Cisco CallManager version (such as Cisco TSP 3.0 with

Cisco CallManager 3.1(x)).

Recommended Action Reinstall the correct Cisco TSP version. The Cisco

version must correspond to your Cisco CallManager version.

Possible Cause The user does not have proper network access.

Recommended Action See the Verifying Network Connectivity section o

page 4-7.

Possible Cause The Microsoft Network settings are not properly configure

the client PC.

Recommended Action If the Cisco IP SoftPhone client is installed on aWindows 98 or Windows 95 system, make sure that File and Printer sha

for Microsoft Networks is enabled. Also make sure you are running the

Client for Microsoft Networks and you have User-level access contro

enabled.



Verifying the Cisco IP SoftPhone Configuration


58/90

Use this procedure to verify if Cisco TSP is enabled on the Cisco IP SoftPh

Procedure


Step 2 Click the Advanced tab.

Step 3 Update or verify user settings.

Step 4 Click the Update button.

Step 5 Choose lines. If you still do not see any lines, see the Verifying the Cisco T

Configuration for Cisco CallManager 3.0 or Later section on page 4-6.

Verifying the Cisco TSP Configuration for Cisco CallM anager 3.0 or Later

Procedure

Step 1 On the SoftPhone Settings screen, click the Advanced button .

Step 2 Verify the username, password, and CTI Manager information on the screen.


Step 4 Click the Select Lines button.



Step 5 After you have verified that the Cisco CallManager information in the SoftPh

Settings screen is correct check that the Cisco TSP is installed:


59/90

Settings screen is correct, check that the Cisco TSP is installed:

a. From the Windows Control Panel, open Telephony (Windows 95/98/ME/

or Phone and Modem Options (Windows 2000).

b. Click the Telephony Drivers tab (Windows 95/98/ME/NT) or Advance

(Windows 2000).

Step 6 Look for the provider name in the drop-down list: Cisco IP PBX Service

Provider for Cisco CallManager 3.0 and Cisco TSP001.tsp for

Cisco CallManager 3.1 or later. If you do not see the correct telephony drivethe drop-down list, the TSP was not properly installed. Run the install progr

again. If you still do not see any lines, see the Troubleshooting Problems w

Selecting Lines section on page 4-3.

Verifying Network ConnectivityUse this procedure to verify that the client PC has network connectivity to t

Cisco CallManager.

Procedure

Step 1 Open a DOS window or command prompt.Step 2 Enter ping a.b.c.d where a.b.c.d is the IP address of your Cisco CallMana

If you can communicate with the Cisco CallManager, you will receive a re

message with the Cisco CallManager IP address. If you cannot communicate

the Cisco CallManager, you will receive a request timed out message. Thi

indicates that a network problem exists.

Step 3 If you do not know how to fix the problem, try rebooting the computer.



I Can See a Line but When I Try to Open it, Cisco IP SoftPhone


60/90

Displays a 'Could Not Open Address' ErrorPossible Cause This error typically occurs if the line has already been ope

by another application locally or on another computer. Each line can onl

opened once.

Recommended Action Restart the telephony service and relaunch

Cisco IP SoftPhone.

Possible Cause For Cisco CallManager 3.0.6, the Cisco TSP is pointing to

wrong Cisco CallManager in the cluster.

Recommended Action Change the IP Address for the Cisco CallManager.

the Finding and Changing the IP Address for the Cisco CallManager sec

on page 4-9.

Possible Cause You are trying to open more than one line on the CTI port

Recommended Action Open the Cisco CallManager Administration page f

this user and make sure that only one line is assigned per device. You ca

open more than one line per CTI device because media are terminated on

per-device basis instead of on a per-line basis.


Finding and Changing the IP Address for the Cisco CallM anage

Finding and Changing the IP Address for the


61/90

Cisco CallM anagerTo determine w hich Cisco CallM anager a Cisco IP Phone is using

Step 1 Click the Settings button on the Cisco IP Phone and then select Network

Configuration from the menu on the LCD.

Step 2 Scroll down until you see an entry for Cisco CallManager 1.

The IP Address for the Cisco CallManager will be displayed as Active. Yo

should use this address when installing Cisco IP SoftPhone.

Determining W hich Cisco CallM anager the Cisco IP SoftPhonUsing

Click the About box in Cisco IP SoftPhone for version information pertinen

SoftPhone.

Changing the Cisco CalIM anager IP Address Configured for thCisco IP SoftPhone

For W indow s 95/98/2000/M E/NT

Step 1On the SoftPhone Settings screen, click the Advanced button.

Step 2 Modify either the Primary CTI Manager or Backup CTI Manager fields with

new IP address.



Adjusting the Volume Controls

Note To use Cisco IP SoftPhone with a Cisco IP Phone ensure the username and


62/90

Note To use Cisco IP SoftPhone with a Cisco IP Phone, ensure the username and

password configured for Cisco IP SoftPhone are exactly the same as the usern

and password that are assigned to this user on the Cisco CallManager.

Adjusting the Volume ControlsSeveral sources control the volume for Cisco IP SoftPhone:

Hardware volume controls commonly found in laptops

Make sure that the overall system volume is not set too low.

Headset volume controls and mute/unmute switches for the microphone

Cisco IP SoftPhone volume controls in the main dialing window

Make sure the volume settings for Cisco IP SoftPhone are not mute

set too low.

The volume controls in Microsoft Windows

Make sure the WaveOut and Microphone volume settings unde

Windows are not muted or set too low.

Some sound cards feed back the audio from the microphone to the

speaker. This may result in a screeching sound. To fix it, disable thi

feedback. For these sound cards, the Playback volume control set

also has an entry for Microphone. Choose to mute this setting. Th

Microphone volume setting under Recording should remain

unmuted.

See the Adjusting the Volume Settings section on page 4-10 fordetails.

Adjusting the Volume Settings


Adjusting the Volume Control

Procedure


63/90

Step 1 Choose Start > Programs > Accessories > Multimedia > Sound Recorder

Step 2 Record your voice using the microphone for 5-10 seconds.

Step 3 Play back the recorded voice.

If you hear your voice, your audio settings are properly set.

If you do not hear your recorded voice, close the Sound Recorder application

go to Step 4.

Step 4 Choose Start > Programs > Accessories > Multimedia > Volume Control

Step 5 Choose Options > Properties.

Step 6 Under Adjust volume for choose Playback.

Step 7 Under Show the following volume controls make sure every item in the li

checked.

Because not all items are visible, be sure to scroll down to the end of the list

Step 8 ClickOK.

Step 9 Under Adjust volume for select Recording and repeat Steps 7 and 8.

Step 10 Choose Options > Advanced Controls.

Note If your sound card does not support advanced controls, this featurenot be available.

Step 11 In the Master Out volume control window, set all the volume controls to abou

percent. Set all balance controls to the middle.

Step 12 Make sure that the Mute box is not checked for the Master Out control or th

Wave control.

Step 13 Although it may seem strange, open the Playback window and make sure th

microphone Mute box is checked. This stops the microphone input from bei

directly routed to the multimedia speakers or internal speaker for your comp

You can mute the other controls as appropriate for your voice-computing

a lications.


Diagnosing Audio Problems

Step 14 Choose Options > Properties and verify that you are using the proper audio

device (sound card) to handle recording and playback.


64/90

Step 15 Repeat Steps 1 through 3.

If you still cannot get the Sound Recorder application to work, you do not ha

Cisco IP SoftPhone problem. Ask your system administrator for help in

configuring you audio settings.

Diagnosing Audio ProblemsThis section helps you to diagnose and resolve the following audio problems

Cisco IP SoftPhone:

Poor Audio Quality, page 4-12

Echo, page 4-14

One-way Audio, page 4-15

Could Not Initialize Audio Error, page 4-17

Sound Card is in Use Error, page 4-18

Poor Audio QualityPossible Cause Low jitter buffer length.

Recommended Action Change the jitter buffer size setting by clicking the

Advanced Voice Settings button on the SoftPhone Audio Settings screen.

registry setting is in milliseconds. A value of 180 ms seems to work on a

machines. The optimal value depends on the machine/sound card/drivercombination. Try increasing the value to 240 ms, 300 ms, and so on. If a

problem exists with latency, try reducing the jitter buffer time to 150 ms,

ms, 90 ms, 60 ms, and so on. Each packet typically contains 20 ms of au

therefore, a 60-ms setting equals a jitter buffer depth of three packets.


Diagnosing Audio Problem

Possible Cause Network congestion, system overload, or insufficient

bandwidth.


65/90

Explanation You may hear occasional pops and clicks or broken audio if

network problems exist. This usually persists for short durations and

otherwise the audio is good. If the system is under load (such as high CP

usage), the audio quality may suffer. Launching applications and perfor

network-intensive tasks like sending or browsing e-mail may affect audi

quality.

Recommended Action Close any unnecessary applications that may be runon the client PC and use a low-bandwidth codec.

Possible Cause G.729 codec.

Explanation In low-bandwidth calls, Cisco IP SoftPhone uses G.729 or G.

encoding. Audio tends to be noisy if you are using a G.729 codec in a ca

Recommended Action Whenever possible, configure your system to use G.

encoding. Lower the microphone volume setting in the Cisco IP SoftPho

main dialing window to reduce the noise.

Possible Cause Low-quality sound card.

Recommended Action Install a higher quality sound card.



Echo


66/90

Possible Cause The person is using the computer speaker and microphoneaudio rather than a handset or headset.

Explanation Cisco IP SoftPhone does not perform any echo cancellation.

Therefore, using the computer speaker and microphone instead of headse

audio results in feedback from the speaker to the microphone. The other

of the call receives an echo of what they said.

Recommended Action Make sure that all Cisco IP SoftPhone users use a

headset or handset to place and receive calls in standalone mode.

Possible Cause Low-quality headset.

Explanation On some headset models, the microphone will pick up the au

from the earpiece, causing the other end of the call to receive an echo.

Recommended Action Reduce the speaker volume in the Cisco IP SoftPho

main dialing window to a volume that is comfortable but not loud enoug

cause feedback from the microphone back to the other end of the call.

Possible Cause The sound card feeds back audio from the microphone tospeaker.

Explanation Some sound cards deliberately feed back the audio from the

microphone to the speaker (so that you can hear yourself speak). You nee

disable the feedback to prevent the other end of the call from receiving a

echo.

Recommended Action In the Windows start menu, go to volume control di(on the Start > Accessories menu) choose the playback volume control op

and choose to mute the "microphone" setting.



One-w ay Audio


67/90

Possible Cause The sound card is not a full-duplex card.

Recommended Action Determine whether the sound card is full-duplex or

half-duplex. See the Full-duplex vs. Half-duplex Sound Cards section

page 4-16.

Possible Cause The audio settings for the client PC needs adjustment.

Recommended Action Adjust the audio settings for the PC.

Possible Cause The network audio stream is being misdirected.

Explanation Multiple Network Interface Cards (NICs) exist on the PC or

system is using Virtual Private Network (VPN) to connect to the corporanetwork.

Recommended Action Configure the Network Audio Settings. See the

Configuring Network Audio Settings section on page 3-11.

Explanation When Cisco IP SoftPhone starts up, it registers with the

Cisco CallManager using the client PCs IP address so that other endpoi

know where to stream audio. When a call is set up, Cisco CallManager s

a StartTransmission Message with the IP address to where Cisco IP SoftP

should stream audio, and a StartReception message telling Cisco IP SoftP

which UDP port to listen to for the incoming audio stream from the othe

party. It is possible that the client PC is advertising the wrong or an invali

address. For example, if you undock your laptop at home and reconnect

work, it is possible that your laptop may keep the old IP address.

Recommended Action Close and relaunch Cisco IP SoftPhone.



Possible Cause VPN is configured incorrectly.

Recommended Action Check your VPN configuration. Check your Networ


68/90

y g y

Audio Settings from the Audio Settings screen.

Full-duplex vs. Half-duplex Sound Cards

Cisco IP SoftPhone requires a full-duplex sound card for proper operation.

Full-duplex sound cards can capture audio and play audio at the same time, tallowing a conversation. The sound cards on most computers are full-duplex

however in rare instances you may find a computer with a half-duplex card.

user is experiencing one-way audio with Cisco IP SoftPhone, he may have a

half-duplex sound card installed in his computer.

To determine the type of sound card, check the documentation that came with

computer or sound card. You can also ask the user to perform the following

simple test to determine whether the sound card is full-duplex or half-duple

Procedure

Step 1 Exit Cisco IP SoftPhone.

Step 2 Launch Microsoft NetMeeting.

Step 3 Make a Microsoft NetMeeting call to a friend who is running NetMeeting.

Make sure your friend is in the same building or campus and that the call does

go through a firewall.

Step 4 Once the call connects, begin speaking at the same time that your friend spe

If you can hear your friend while you are speaking, and your friend can hear

you have a full-duplex sound card.

If this test fails, you probably have a half-duplex sound card. You will need

install a full-duplex sound card for proper operation of Cisco IP SoftPhone.



Netw ork Audio Settings

Y h ld fi h N k A di S i h di i h


69/90

You should configure the Network Audio Sett

Documents

Soft Phone Admin Guide