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Cisco Personal Assistant

Understanding and Verifying Cisco Personal Assistant and CallManager Integration

Cisco - Understanding and Verifying Cisco Personal Assistant and CallManager Integration

Document ID: 44925

Updated: Feb 02, 2006

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Contents

Introduction

This document is one of a set of documents that can help you configure Cisco Personal Assistant (PA) and integrate it with Cisco CallManager and Cisco Unity.

This document explains how the integration of Cisco CallManager with PA is established as well as how some of the components of the integration work.

Configuring Cisco Personal Assistant and Cisco Unity Integration can help you establish the integration of PA and Cisco Unity.

Note: You must have completed the steps for integrating Cisco CallManager with PA before you start configuring the integration of PA with Cisco Unity.

You can use this document as a basis for creating a working configuration for integrating PA and Cisco CallManager or you can use the Configuring Cisco CallManager for Personal Assistant product documentation. The product documentation includes all of the steps required to integrate PA and Cisco CallManager. It does not go into as much detail on how the various components of the integration work and why they are required. If you are familiar with how PA and Cisco CallManager work together, the product documentation is probably all that you need to use to create a working configuration.

On the other hand, if you have never worked with PA and do not understand the concepts that make the Cisco CallManager and PA integration work, this document can help you achieve this understanding. You can use this documentation as a guide for creating a working system that integrates Cisco CallManager and PA. This document was created from an established configuration. The screen shots from PA and Cisco CallManager that it contains show action buttons that say Update rather than Add or Insert.

This document uses a very simple PA and Cisco CallManager integration to explain the concepts that make the integration work. It uses the same PA server for running the PA services; the PA Licensing service and the PA Language services. The concepts that are explained in this document apply to more complex scenarios where these services are deployed on different servers.

Prerequisites

Requirements

Readers of this document should be familiar with these topics:

This document assumes that you have already installed your Cisco Personal Assistant server 1.4(1) or later on a Cisco approved server. An explanation of the installation of Cisco Personal Assistant and the best practices for deploying Cisco Personal Assistant in your network is beyond the scope of this document. Refer to the Cisco Personal Assistant Product Documentation for more information on these subjects.

This document also assumes that you already have a working Cisco CallManager 3.2 or 3.3 server. It should have at least two IP phones registered to it.

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco CallManager 3.3(2) or later

  • Personal Assistant (PA) 1.(4)1b

  • Cisco IP Phones (7960, 7940)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Background Information

PA has three core functions:

  1. A voice activated interactive server that allows you to use your voice to make calls, create conference calls, forward your calls to other phones, as well as many other options.

  2. A service that intercepts calls to your phone and redirects them based on your current settings.

  3. An Auto Attendant feature that allows you to use your voice or a dialed digit string to call another person.

A complete explanation of these functions is beyond the scope of this document. Refer to the PA Product Documentation for more information on these subjects.

Integrating PA with Cisco CallManager allows PA to take advantage of the directory server that you are using for Cisco CallManager. This document assumes that you are using Cisco CallManager's DC Directory server for your users. When you give PA a voice instruction to contact another user, the PA server contacts the Cisco CallManager database to lookup the user's name and obtain his or her extension number.

Dial the number your system administrator has assigned to contact the PA voice service. This document uses DN 6000 for this purpose. PA uses a series of Media Ports to act as a Hunt Group for calls that come into the main number. This image shows how this works. Dial 6000 and Cisco CallManager works with the PA server to immediately hand the call off to an available Media Port. This frees up the primary PA number to accept another call. The Media Port controls the conversation with the PA server.

ccm-integration-2.gif

You need to create a sufficient amount of Media Ports to handle your normal PA server call volume. Refer to Planning for Personal Assistant for more information on the Media Ports.

Once you have logged into the PA server you can give voice commands to call other people, create conference calls, and many other options. You can also forward your calls based on rules that you create using your voice.

You can also log into the PA User Admin Web page to create call forwarding rules and other options. The URL is usually http://<server-ip-address>/pauseradmin. If DNS name resolution is available you can substitute the servers DNS name for its IP address. Refer to Preparing Users for Personal Assistant for complete instructions on performing these tasks.

When you have instructed PA to intercept and reroute your calls, PA uses a Cisco CallManager CTI Route Point as an Interceptor Port to take control of incoming calls to your Directory Number (DN) and forwards them based on your instructions. This is explained in the PA CTI Route Points section of this document. In order for PA to intercept these calls, you must configure your Cisco CallManager Route Plan properly, which is explained in the section PA Route Plan.

Network Diagram

This document uses the network setup shown in this diagram.

ccm-integration-1.gif

PA Route Plan

The integration of Cisco CallManager and PA requires some very specific relationships within your Route Plan. This explanation helps you to implement these relationships in your existing Route Plan.

Understand Partitions and Calling Search Spaces with PA

PA has a few very strict requirements for the configuration of Calling Search Spaces (CSS) and Partitions. This is due to the way that PA handles calls to PA enabled IP phones.

Note: An IP phone is PA enabled when one or more of its DNs are in the partition that you create specifically for PA Managed Employee DNs. This is explained in the next two sections.

The PA Enabled IP phones (IP phone A and B in the network diagram) use the Employee CSS as shown in this Route Plan. The DNs assigned to these phones (6050 and 6051) also use the Employee CSS. These DNs (6050 and 6051) are not in a partition that exists in the Employee CSS. Instead, they are in the PAManagedEmployee partition which is in the PA CSS. This is an unusual configuration. In most cases, the DNs assigned to an IP phone reside in a partition that is in the CSS that the phone uses. The reason for this requirement is explained in the PA CTI Route Points section.

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Verify the Partitions

Complete these steps to verify the Partitions.

  1. Log onto the Cisco CallManager Administration page by entering the http://<Your CallManager's name or IP address>/ccmadmin/ URL in the browser.

  2. Navigate to the Route Plan > Partitions page.

  3. Use the find option to display your current partitions.

    You should have (at least) these Partitions.

    • Employee

    • PA

    • PAmanagedEmployee

    Note: The other Partitions are used to control the integration of this Cisco CallManager server with a Cisco Unity server. They are not used in this document.

    ccm-integration-6.gif

Verify the Calling Search Spaces

Complete these steps to verify the CSSes.

  1. Navigate to the Route Plan > Calling Search Space (CSS) page.

  2. Use the find option to display your current CSSes.

    • Employee

      • Partitions: PA and Employee

    • PA CSS

      • Partitions: PAManagedEmployee and Employee

    Note: The other CSS is used to control the integration of this Cisco CallManager server with a Cisco Unity server. It is not used in this document.

    ccm-integration-7.gif

    This figure shows the Employee CSS.

    ccm-integration-8.gif

    This figure shows the PA CSS.

    ccm-integration-9.gif

    Refer to Configuring Cisco CallManager for Personal Assistant for more detailed information on various tasks to be performed on the Cisco CallManager for PA.

PA CTI Route Points

PA uses three Cisco CallManager Computer Telephony Interface (CTI) Route Points to manage connectivity between PA and Cisco CallManager. The three Route Points are:

  1. PA Server Auto Attendant (AA) CTI Route Point

  2. PA Interceptor Port CTI Route Point

  3. PA Server CTI Route Point

The purpose of each CTI Route Point is explained in these sections. The method used to verify the configuration of each CTI Route Point is also provided.

For a basic understanding of PA CTI Route Points, refer to CTI Route Points and Media Ports.

Understand the PA Server Auto Attendant CTI Route Point

PA uses a CTI Route Point as the main number that users dial to access PA Auto Attendant (AA). This Route Point uses an explicit DN rather than a pattern. In this case, the DN is 6005.

Verify the Configuration of the PA Auto Attendant CTI Route Point on the Cisco CallManager Server

Complete these steps to verify the configuration of the PA Auto Attendant CTI Route Point on the Cisco CallManager server.

  1. On the Cisco CallManager server, navigate to the Device > CTI Route Point page.

  2. Use the find option to display your current CTI Route Points.

  3. Click on the Route Point that you are using as the PA Route Point to access the PA Auto Attendant.

    In this case it is PA-AA6005.

    ccm-integration-10.gif

    This window shows the PA Auto Attendant CTI Route Point (PA-AA6005).

    ccm-integration-11.gif

    This window shows the PA Auto Attendant CTI Route Point DN.

    ccm-integration-12.gif

    Refer to Configuring Cisco CallManager for Personal Assistant for more detailed information on various tasks to be performed on the Cisco CallManager for PA.

Verify the Configuration of the PA Auto Attendant CTI Route Point on the PA Server

Complete these steps to verify the configuration of the PA Auto Attendant CTI Route Point on the PA server.

  1. On the PA Server navigate to the Servers > Server Configuration page.

  2. Click on the PA server that you are configuring. In this case, it is PA Server.

    The DN in the Auto Attendant Route Address field must match the DN on the PA Auto Attendant CTI Route Point. In this case, it is 6005.

    ccm-integration-13.gif

    Refer to Configuring Personal Assistant Servers for more information on PA Auto Attendant CTI Route Point on the PA server.

Understand the PA Interceptor Port CTI Route Point

PA uses a Cisco CallManager CTI Route Point to intercept calls to a PA enabled DN on an IP phone. This is called a PA Interceptor Port. All calls to a PA enabled DN must be handled by this Interceptor Port rather than routed directly to the destination DN in order for the special PA features the called party might have enabled for this DN to take effect.

If the called party DN does not have a special PA call handling feature configured, the Interceptor Port hands the call off to the called DN. This applies to calls from IP phones that are PA enabled as well as IP phones that are not PA enabled.

The DN that is assigned to the Interceptor Port is a pattern that matches one or more of the DNs assigned to the PA enabled user phones. In this case there are two PA enabled phones named IP Phones A and B. They have DNs 6050 and 6051 respectively. The Interceptor Port uses the pattern 605X to match these two DNs as well as DNs 6052 through 6059 if they are used.

In order for this to work properly all IP phones must use a CSS that does not contain the partition that the PA enabled DNs are in. In this case, it is PAManagedEmployees. Instead, all IP phones must use a CSS that has the partition which contains only the PA Interceptor Port. See the PA CSS above. This is why it is critical to implement the PA Route Plan that is explained in the previous section.

The image below illustrates how calls are handled with the PA Route Plan that is explained in the previous section.

Note: In this next image, the following names are partitions PA, VMPilotDN, Employee, and PAManagedEmployee.

DN 6050 Calls DN 6051 (PA Server Active)

Dialed DN (6051) matches the PA CTI Route Point Interceptor Port DN pattern of 605X. Call control is handed off to the Interceptor Port. In this example the owner of DN 6051 has not configured any special call handling in PA so the call goes through to 6051.

ccm-integration-14.gif

DN 6050 Calls DN 6051 (PA Server Inactive)

The PA CTI Route Point Interceptor Port is inactive because the PA server is down. Therefore, its DN pattern is not a match for 6051. Dialed DN (6051) matches the Translation Pattern of 605X in the Employee partition. Call control is handed off to the Translation Pattern. The Translation Pattern does not have any digit manipulation configured so the dialed DN is still 6051. In this example, the owner of DN 6051 has not configured any special call handling in PA so the call goes through to 6051.

ccm-integration-15.gif

Verify the Configuration of the PA Interceptor Port CTI Route Point on the Cisco CallManager Server

Complete these steps to verify the configuration of the PA Interceptor Port CTI Route Point on the Cisco CallManager server.

  1. On the Cisco CallManager server, navigate to the Device > CTI Route Point page.

  2. Use the find option to display your current CTI Route Points.

  3. Click on the Route Point that you are using as the PA Interceptor Port. In this case, it is PA-IP605X.

    ccm-integration-16.gif

    This image shows the PA Interceptor Port CTI Route Point (PA-IP605X). .

    ccm-integration-17.gif

    This image shows the PA Interceptor Port CTI Route Point DN.

    ccm-integration-18.gif

    Refer to Configuring Cisco CallManager for Personal Assistant for more detailed information on various tasks to be performed on the Cisco CallManager for PA.

Verify the Configuration of the PA Interceptor Port CTI Route Point on the PA Server

Complete these steps to verify the configuration of the PA Interceptor Port CTI Route Point on the PA server.

  1. On the PA Server, navigate to the Servers > Server Configuration page.

  2. Click on the PA server that you are configuring. In this case, it is PA Server.

    The pattern in the Interceptor Ports field must match the pattern on the PA Interceptor Port CTI Route Point. In this case, it is 605X.

    ccm-integration-19.gif

    Refer to Configuring Personal Assistant Servers for more information on PA Auto Attendant CTI Route Points on the PA server.

Understand the PA Server CTI Route Point

PA uses a CTI Route Point as the main number that users dial to access PA services. This Route Point uses an explicit DN rather than a pattern. In this case the DN is 6000.

For a basic understanding of PA CTI Route Points, refer to CTI Route Points and Media Ports.

Verify the Configuration of the PA Server CTI Route Point on the Cisco CallManager Server

Complete these steps to verify the configuration of the PA server CTI Route Point on the Cisco CallManager server.

  1. On the Cisco CallManager server, navigate to the Device > CTI Route Point page.

  2. Use the find option to display your current CTI Route Points.

  3. Click on the Route Point that you are using as the PA Route Point to access the PA services.

    In this case, it is PA-RP6000.

    ccm-integration-16.gif

    This image shows the PA Server CTI Route Point (PA-RP6000).

    ccm-integration-20.gif

    This image shows the PA Server CTI Route Point DN.

    ccm-integration-21.gif

    Refer to Configuring Cisco CallManager for Personal Assistant for more detailed information on various tasks to be performed on the Cisco CallManager for PA.

Verify the Configuration of the PA Server CTI Route Point on the PA Server

Complete these steps to verify the configuration of the PA server CTI Route Point on the PA server.

  1. On the PA Server, navigate to the Servers > Server Configuration page.

  2. Click on the PA server that you are configuring. In this case, it is PA Server.

    The DN in the Route Address field must match the pattern on the PA Server CTI Route Point. In this case, it is 6000.

    ccm-integration-19.gif

    Refer to Configuring Personal Assistant Servers for more information on configuring CTI Route Points on the PA server.

PA Translation Pattern

Understand the PA Translation Pattern

PA uses a Translation Pattern as a fall back for call routing to PA enabled phones when the PA server is down. The Translation Pattern must have the same pattern as the Interceptor Port. This document uses 605X.

Refer back to the PA Interceptor Port diagram for an example of how this works.

Verify the Configuration of the PA Translation Pattern

Complete these steps to verify the configuration of the PA Translation Pattern.

  1. On the Cisco CallManager server, navigate to the Route Plan > Translation Pattern page.

  2. Use the find option to display your current Translation Patterns. In this example, it is 605X.

    ccm-integration-22.gif

    This image shows the Translation Pattern DN.

    ccm-integration-23.gif

    Refer to Setting Up Personal Assistant to Intercept Calls for more detailed information on configuring Translation pattern on the Cisco CallManager for PA.

PA Media Ports

Understand the PA Media Ports

The concept of Media Ports was introduced in the Background Information section of this document. You create media ports by adding fake 7960 phones with special MAC addresses. The Media Ports are Skinny devices. This is why they can be created using fake 7960 phones.

The MAC address that you use must have a prefix of eight "9s" followed by the DNs that you will be assigning to the media ports. The DNs must be sequential. In this example the DNs are 6001-6004. Therefore, the MAC addresses are:

  • 999999996001

  • 999999996002

  • 999999996003

  • 999999996004

Refer to CTI Route Points and Media Ports for obtaining a basic understanding of Media Ports.

Verify the Configuration of the PA Media Ports on the Cisco CallManager Server

Complete these steps to verify the configuration of the PA Media Ports in the Cisco CallManager server.

  1. On the Cisco CallManager server, navigate to the Device > Phone page.

  2. Use the find option to display your current phones.

    You must create the Media Port phones as well as two real IP phones to test PA.

    Note: Only the Media Port entries are shown here.

    ccm-integration-24.gif

    These two images are from the first Media Port as shown in the previous image.

    This image shows phone SEP999999996001 (PA Media Port One).

    ccm-integration-25.gif

    This image shows phone SEP999999996001 (PA Media Port One) DN.

    ccm-integration-26.gif

    Refer to Configuring Cisco CallManager for Personal Assistant for more detailed information on various tasks to be performed on the Cisco CallManager for PA.

Verify the Media Port Configuration on the PA Server

There are two pages on the PA server that you need to view to verify the configuration of the Media Ports. The first is the System > Telephony page. The second is the Servers > Server Configuration page.

Telephony Page

Complete these steps to verify the configuration on the Telephone page.

  1. On the PA Server, navigate to the System > Telephony page.

  2. Click on the name that you gave to the Skinny provider type. In this case, it is PASCCP.

    The Provider Type is set to Skinny

    The Telephony Provider is the Cisco CallManager server. In this case, it is 10.21.7.75.

    Note: You do not need to enter a username or password for the Skinny provider.

    ccm-integration-27.gif

    Refer to Configuring Telephony Providers for more information on various configuration options for the Telephony interface between the PA and the Cisco CallManager clusters.

Server Configuration

Complete these steps to verify the configuration for the server configuration.

  1. On the PA Server, navigate to the Servers > Server Configuration page.

  2. Click on the PA server that you are configuring. In this case, it is PA Server.

    There are three Media Port parameters to verify:

    1. Media Port Provider. In this case, it is PASCCP (from the Telephony page)

    2. Media Port Beginning Address: In this case, it is 6001 (from the DN assigned to the first dummy 7960)

    3. Number of Media Ports: In this case, it is 4.

    ccm-integration-19.gif

    Refer to Configuring Personal Assistant Servers for more information on how to configure various operating characteristics of each PA server.

PA User Account and the JTAPI Service

Understand the PA User and JTAPI Service Account on the Cisco CallManager Server

PA uses a Cisco CallManager account to allow its JTAPI service to access the Cisco CallManager server. The JTAPI service logs into the Cisco CallManager server using the name and password that you assign to this user.

Verify the Configuration of the PA User JTAPI Service Account on the Cisco CallManager Server

Complete these steps to verify the configuration of the PA user JTAPI service account on the Cisco CallManager server.

  1. On the Cisco CallManager server, navigate to the User > Global Directory page.

  2. Use the search option to display your current users.

  3. Click on the user account that you created for JTAPI. In this case, it is PA User (pauser).

    ccm-integration-28.gif

PA USER Account

There are two important parameters to configure for the user account. The first is the Enable CTI Application Use option. The second is that the PA CTI Route Points must be associated with this user.

Enable CTI Application Use

This image shows that the option is enabled.

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PA CTI Route Points

The CTI Route Points that you created have been associated with this user.

Note: The Primary Extension option should not be selected.

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Understand the PA User and JTAPI Configuration on the PA Server

There are two pages on the PA server that you can view to verify the JTAPI service configuration. The first page that you need to verify is on the Telephony Configuration page. The second is on the Server Configuration page.

Verify the JTAPI Configuration on the PA Server Telephony Configuration Page

Complete these steps to verify the JTAPI configuration on the PA server Telephony Configuration page.

  1. On the PA server, navigate to the System > Telephony page.

  2. Click on the entry that you created for the PA JTAPI service.

    In this case the name PAJTAPI is used.

    There are four JTAPI parameters to verify:

    • The Provider Type is set to Jtapi.

    • The Telephony Provider is the Cisco CallManager server. In this case, it is 10.21.7.75.

    • The User Name in this case is pauser.

    • Set the password to what you entered on the Cisco CallManager server.

    ccm-integration-31.gif

    Refer to Configuring Telephony Providers for more information on various configuration options for the Telephony interface between the PA and the Cisco CallManager clusters.

Verify the JTAPI Configuration on the PA Server Configuration Page

This parameter is used as the Route Address Provider and the Interceptor Port Provider. The name that is used is the name that you gave to the JTAPI service when you configured it on the System > Telephony page.

Note: The remaining parameters are covered in the Verify the PA Server Configuration Parameters section of this document.

  1. On the PA Server, navigate to the Servers > Server Configuration page.

  2. Click on the PA server that you are configuring.

  3. Verify the two JTAPI service parameters.

    • The Route Address Provider in this case is PAJTAPI .

    • The Interceptor Port Provider in this case is PAJTAPI.

    ccm-integration-19.gif

    Refer to Configuring Personal Assistant Servers for more information on how to configure various operating characteristics of each PA server.

Verify the PA Server Configuration Parameters

This section summarizes the parameters on the PA Server configuration pages.

There are five pages on the PA server that contain configuration parameters that must be configured properly for this PA and CallManager integration to work successfully.

System > Speech Services

On the PA Server navigate to the System > Speech Services page.

Refresh User Information from Directory

Any time that you add a new user to the Cisco CallManager directory or change the settings of an existing user on the Cisco CallManager server, you should manually refresh the local copy of the user database information.

If you configure a new system and have not yet performed a refresh, you must do this to activate the voice service on the PA server. Do this after you have completed all of the other configuration steps for the integration.

The voice service is not shown on the Servers > Server Status page. You must look at the Services console on the Speech Recognition Server Host (in this document this is the PA server itself). Look at the service named PASPCS_xx_YY and PASPREC_xx_YY where xx = the language and YY = the region. This server uses PASPCS_en_US and PASPREC_en_US for English / United States.

Speech License Configuration

This is where you must enter a valid speech license code. The speech services do not start until you have entered a valid code.

Speech Recognition Server Hosts

This is the server that performs the voice recognition for your integration. In this case it is the PA server itself: 10.21.7.71.

Speech Recognition License Manager Hosts

This is the server that manages the licenses for your integration. In this case it is the PA server itself: 10.21.7.71.

Locale Information

This is where the languages that you selected during the installation process appear. In this case American English and British English were installed. Only American English has been configured.

Speech Recognition Parameters

In this configuration these parameters have been left at their defaults. If you want to change the defaults refer to the PA Help For This Screen option for the main PA menu.

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Refer to Speech Services Configuration for more information.

System > Telephony

This page is where you configure the JTAPI and Skinny Client Control Protocol (SCCP) settings for the PA server so that it can interact with the Cisco CallManager server.

The parameters on this page are explained in the sections:

Refer to Telephony Configuration for more information.

System > Corporate Directory Settings

Most of these settings have been left at the default values. If you want to change the defaults refer to the PA Help For This Screen option for the main PA menu.

On the PA Server, navigate to the System > Corporate Directory Settings page.

  • Unique User Attribute Name - cn (default)

  • Directory Server URL - ldap://10.21.7.75:8404 (the IP address is the CallManager server).

  • Directory Admin DN - cn=Directory Manager, o=cisco.com (default)

  • Directory Admin Password / Reconfirm Password - This is the password that you assigned for the Directory Admin account for DC Directory on the CallManager server.

  • Directory Search Base DN for Users - ou=Users, o=cisco.com (default)

  • Directory Search Filter - (objectclass=person) (default)

Test Filter

You should test the filter before you leave this configuration page. You should see a result that displays the users in your DC directory.

caution Caution: Do not forget to save your changes before you move onto a new page.

ccm-integration-34.gif

Refer to Corporate Directory Settings for more information.

System > Miscellaneous Settings

This is the PA configuration page that is used for several PA configuration parameters that do not fall under any of the other categories.

The only parameter on this screen that is not set to the default is the Operator Extension. This document uses DN 5000.

On the PA Server, navigate to the System > Miscellaneous Settings page.

If you want to change the defaults, refer to the PA Help For This Screen option for the main PA menu.

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Refer to Miscellaneous Settings for more information.

Servers > Server Configuration

This is the PA configuration page that you configure many of the PA component parameters on.

On the PA Server navigate to the Servers > Server Configuration page and click on the PA server that you are verifying.

  • The Media Termination UDP Beginning Port is the start of the range of UDP ports that the PA server uses for telephone calls. The number should be even. PA only uses even port numbers. For example, if you use 32000 as the starting port, PA uses ports 32000, 32002, 32004, and so forth.

  • The Route Address Provider is the name that you created for the JTAPI service on this server.

  • The Route Address is the DN that you assigned to the CTI Route Point for the PA service. In this case, it is 6000.

  • The AA Route Address is the DN that you assigned to the CTI Route Point for the PA AA. In this case, it is 6005.

  • The Media Port Provider is name that you created for the SCCP entry on the System > Telephony Configuration page. This was covered in the section on PA Media Ports Verifying the Media Port Configuration on the PA Server.

  • The Media Port Beginning Address is the DN that you assigned to the first Media Port (dummy 7960) that you created. In this case, it is 6001.

  • The Number of Media Ports is the number of Media Ports that you created. In this case, it is 4.

  • The Interceptor Port Provider is the entry that you created on the PA Server Telephony Configuration page for the JTAPI service that logs into the Cisco CallManager server.

  • The Interceptor Ports (for example, 2007, 2XXX, or 3.2XXX) is the DN pattern that you assigned to the CTI Route Point for the PA Interceptor Port. In this case, it is 605X.

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Refer to Server Configuration for more information.

PA Managed IP Phones and Unmanaged IP Phones

PA managed phones have at least one of their DNs in the partition that you assigned for this purpose. In this case, it is PAManagedEmployee.

All phones use the Employee CSS at the device and DN level.

This image shows the PA Managed phone.

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This image shows the PA managed phone (DN).

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This image shows the phone that does not support PA.

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Verify

The first step in verifying the results is verifying that the PA Server Status page indicates that all PA components are operational. The second step is to call the PA service from one PA managed IP phone and ask the service to call another PA managed IP phone.

Verify the Status of the PA Components

You can verify the current status of a Cisco Personal Assistant Server and its subsystems by selecting Servers > Server Status. The status can help you identify problems that need to be addressed. An up arrow indicates that the server, port, or other item is running correctly and a down arrow indicates that it is not.

On the PA Server, navigate to the Servers > Server Status page and click on the PA server.

All of the components should show the up arrow as shown in this image.

If the components on your server are active, proceed to the next sub-task Verify that the PA Services have Started.

If one or more of the components are inactive proceed to the Troubleshoot section.

ccm-integration-39.gif

Verify that the PA Services have Started

Complete these steps to verify that the PA services have started.

  1. Log onto the server that you are running the PA services on.

    Note: In this case all of the PA services are running on the same server. If you have different servers for the PA Speech Recognition and or Licensing you will have to log on to each one of the servers individually.

  2. Select Start > Programs > Administrative Tools > Services.

    The Services console opens.

  3. Scroll down to the PA services and verify that all of the services set to automatic have started.

    ccm-integration-40.gif

    If the services on your server are started, proceed to the next sub-task Use PA to initiate a call between PA managed IP phones.

    If they are not, you need to start them before you proceed. The most common problem for a new installation is that the speech services have not started. This is usually because the PA server has not loaded the user information from the Cisco CallManager directory yet. See the System > Speech Services section above. If you are having problems with the other services look at the Event Viewer console to see if there are any error messages. If this is a new installation try to reboot the PA server.

Use PA to Initiate a Call Between PA Managed IP Phones

Dial the PA service DN (in this case 6000) from a PA managed IP phone. When the call is answered, say the name of another user in the Cisco CallManager database that is associated with a PA managed IP phone.

If the call goes through, your PA service is operational.

Try the same task using the PA AA service DN. In this case 6005. If the call goes through, your PA Auto Attendant service is operational.

If you are not able to make the calls, refer to the Troubleshoot section.

Troubleshoot

Note: Additional troubleshooting information for PA is available in Troubleshooting Personal Assistant.

PA Components Do Not Start

Complete these steps to troubleshoot if the PA components do not start.

  1. The servers must have IP connectivity. Verify that the PA server and the Cisco CallManager server have full IP connectivity by using PING or Trace Route. Look for any firewalls that might block traffic.

  2. Make certain that the Cisco CallManager services are active on the Cisco CallManager server.

  3. Verify the configuration of each of the components on the PA Server Status page that are not starting. The parameters on the PA server must match the parameters on the Cisco CallManager server.

  4. Make sure that you installed the JTAPI plug-in on the PA server from the CallManager server. This must be from the current version of CallManager running on the server. If you configured PA when the Cisco CallManager server was running version 3.3(2) and you upgraded it to 3.3(3) or later you must update the JTAPI plug-in on the PA server. Log onto the Cisco CallManager administration page from the PA server and use the Application: install Plugin option.

  5. Go to the PA Server System Control Center and stop all of the PA services. Then start them again. Go back to the Servers > Server Status screen to see if the services started. If the didn't try rebooting the PA server.

Some PA Managed IP Phones Work with PA and Others Do Not

Complete these steps to troubleshoot when some PA managed IP phones work with PA and others do not.

  1. Verify that the IP phones have a DN that is in the PAManagedEmployees partition and using the Employee CSS.

  2. Verify that the user of the phone has been associated with the phone.

  3. Verify that the user's primary extension in the Device Association configuration is set to the DN that is in the PAManagedEmployees partition.

  4. Also Verify that the user's extension on the user's main Cisco CallManager User parameters page is set to the DN that is in the PAManagedEmployees partition.

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  5. If this is a new user or you recently made changes to this user's configuration and or their IP phone use the Refresh Now option on the PA server's System > Speech Services page.

Related Information

Updated: Feb 02, 2006
Document ID: 44925