This document describes the procedures for configuring Cisco
CallManager IP Phones to work with IP Phone Agent. Completing the procedures
described in this document enables agents to log into the Interactive Call
Distribution (ICD) queue from IP phone services.
You must be running Customer Response Solution (CRS) version 3.0.1 or
3.02 with working ICD configuration. All agent users are added in Cisco
CallManager and can be seen from Global Directory.
The information in this document is based on the software and hardware
The information presented in this document was created from devices in
a specific lab environment. All of the devices used in this document started
with a cleared (default) configuration. If you are working in a live network,
ensure that you understand the potential impact of any command before using
For more information on document conventions, see the
Technical Tips Conventions.
After all IP agent phones are added to Cisco CallManager, perform the
following tasks in Cisco CallManager Administration. These tasks are described
in detail in these sections:
Create an IP phone
Assign the IP phone service to each IP agent
Assign all IP agent phones to the Resource
Manager (RM) Java Telephony Application Programming Interface (JTAPI) Provider
Note: Agent usernames and passwords in Cisco CallManager must be in
lowercase. If uppercase is used, agents are not able to log into the ICD server
when starting the IP Phone Agent service.
From the Cisco CallManager Administration web-based application, follow
these steps to create a new IP phone service.
From the menu at the top of the page, select
Feature > Cisco IP Phone Service.
On the Cisco IP Phone Services Configuration page, enter this
Service Name: Enter the service name that will
be shown in the IP Phone Services window.
Service Description: Enter a description of the
Service URL: Enter the URL for the service. For
where 172.16.240.149 is the IP address of the machine
where the Agent State service is loaded.
6293 is the Tomcat web server port. If 6293 is not the port
number, check the port parameter in the file C:\Program
Files\wfavvid\Tomcat_appadmin\conf\server.xml for the correct
ipphone/jsp/… is the path to the jsp page under Tomcat on the
machine where the Agent State server is loaded (the CRA
Note: You will not find a file called IPAgentInitial.jsp at this
location; there will be a file called IPAgentInitial.class, which contains the
implementation of the .jsp file.
Note: The Tomcat web server is included with the ICD
Click Insert to create the new IP phone service.
The new service is now listed in the shaded box at the left of the
Once the IP phone service is created, each agent's phone must be
configured to use it. From the Cisco CallManager Administration web-based
application, follow these steps to configure each IP phone:
From the Device menu, choose Phone.
The Find and List Phones window appears.
Use the search function to find the phone.
Search results are listed at the bottom of the page.
Locate the phone in the list of results and click the red
The Phone Configuration window appears.
Click Subscribe/Unsubscribe Services in the upper
right corner of the window.
A popup window for subscribing to services for that device
From the Select a Service drop-down list, choose the new service,
and then click Continue.
A popup window showing the new service
The new service is listed in the shaded box at the left of the
Close the window.
Use this procedure to assign agent IP phones to the RM JTAPI Provider
Go to your Cisco CallManager Administrator page by selecting
User > Global Directory and find the RM
JTAPI Provider user.
Click Device Association in the shaded box at the
The Find and List Phones window appears.
Use the search function to locate all phones that are to be
associated with the RM JTAPI Provider user. This should be every IP phone that
will be used by an IP phone agent.
Select the phone(s) from the search results to associate them with
the RM JTAPI Provider user. Check the No Primary Extension
check box, and click Update to complete the association.
On the User Information page, the phones you selected are listed by
their MAC addresses under Controlled Devices.
Continue until all appropriate IP phones are
This diagram illustrates things you can look for to verify that your
configuration is working properly.
If you are unable to execute the Agent Service on the IP Phone, ensure
you are using the IP address rather than hostname of the server containing the
Agent State service. Enter the URL for the service. For example,
172.16.240.149 is the IP address.
If you are unable to login using the service on the agent's phone,
ensure the device associations of the RM JTAPI Provider User has the phone your
agent is trying to login.