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Cisco Unified Communications Manager (CallManager)

Configuring AutoAttendant with CRA 3.0 and CCM 3.2

Document ID: 42202

Updated: Mar 21, 2007

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Introduction

This document describes how to configure the AutoAttendant. The Cisco AutoAttendant application accepts inbound calls, queries the caller for destination information, and can rapidly dispatch the call without operator intervention. However, the caller can select an option to route to an operator extension. First, you need to create the call processing logic on the Cisco CallManager for the AutoAttendant. Then, you need to configure the AutoAttendant application on the Cisco Customer Response Applications (CRA) server.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

  • Cisco AutoAttendant 1.1.3

  • Cisco CallManager 3.2.2c

  • Cisco CRA 3.0

  • Administrator logins must be available for both the Cisco CallManager and Cisco CRA 3.0 server.

Components Used

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

  • Cisco CallManager 3.2

  • Cisco CRA 3.0

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

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Configure Cisco AutoAttendant

Complete the tasks in these sections to configure Cisco AutoAttendant.

Task 1: Add CTI Route Points in Cisco CallManager

Complete these steps to add Cisco Telephony Integration (CTI) route points in Cisco CallManager:

  1. On the publisher (the server with the master copy of the database), select Start > Programs > Cisco CallManager 3.2 > CallManager Administration to start Cisco CallManager Administration.

  2. Select Device > Add a New Device to add the CTI route point.

  3. Click the Device Type drop-down arrow and select CTI Route Point.

  4. Click Next.

    The CTI Route Point Configuration page appears.

  5. In the Device Name field, enter a name of your choice for the CTI route point.

    Choose a name that is descriptive (for example, AA_RP).

  6. Select the device pool from the Device Pool field for this CTI route point. If no other pool has been created, select Default.

  7. Click Insert.

    This screen capture shows the CTI Route Point Configuration page:

    aaw_cra30andccm32_01.gif

  8. Click OK to add a directory number for line 1 of this CTI route point.

    The Directory Number Configuration page appears.

  9. In the Directory Number field, enter the directory number for this CTI route point (for example, 4000). This is the number that users dial to reach this CTI route point.

  10. Click Insert.

    This screen capture shows the Directory Number Configuration page:

    aaw_cra30andccm32_02.gif

  11. Click OK to return to the CTI Route Point Configuration page.

Task 2: Add CTI Ports in Cisco CallManager

Complete these steps to add CTI ports in Cisco CallManager:

  1. Select Device > Add a New Device to add a CTI Port.

  2. Click the Device Type drop-down arrow and select Phone.

  3. Click Next.

  4. Click the Phone Type drop-down arrow and select CTI Port.

  5. Click Next.

    The Phone Configuration page appears.

  6. In the Device Name field, enter a name for the device (for example, CTI_Port1).

  7. Click the Device Pool drop-down arrow and select the device pool for this CTI port. If there is no other pool, select Default.

  8. Click Insert.

    This screen capture shows the Phone Configuration page:

    aaw_cra30andccm32_03.gif

  9. Click OK to add a directory number for line 1 of this CTI port.

  10. In the Directory Number field, enter the directory number of this CTI port (for example, 4001).

  11. Click Insert.

    This screen capture shows the Directory Number Configuration page:

    aaw_cra30andccm32_04.gif

    Note: CTI port groups must contain sequential CTI port directory numbers.

  12. Click OK to return to the Phone Configuration page.

  13. Repeat step 1 through step 12 to add additional ports (for this example, these ports are added: CTI_Port2 – DN 4002, CTI_Port3 – DN 4003, CTI_Port4 – DN 4004)

Task 3: Create a Cisco CallManager User for Cisco CallManager AutoAttendant

Complete these steps to create a Cisco CallManager user for Cisco CallManager AutoAttendant:

  1. Select User > Add a New User to add a new user for AutoAttendant.

    The User Information page appears.

  2. Enter a name in the First Name field (for example, JTAPI), enter a name in the Last Name field (for example, User), and enter a user identification in the User ID field (for example, JTAPIUser).

  3. In the User Password and Confirm Password fields, enter a password of your choice.

  4. In the PIN and Confirm PIN fields, enter a numeric Personal Identification Number (PIN) of your choice.

  5. Check the Enable CTI Application Use check box.

  6. Click Insert.

    This screen capture shows the User Information page:

    aaw_cra30andccm32_05.gif

    caution Caution: When you create a Cisco CallManager user for Cisco CallManager AutoAttendant, you must check the Enable CTI Application Use check box on the Cisco CallManager Add a New User page. If you do not check the Enable CTI Application Use check box, the Cisco CRA Engine can not receive calls from Cisco CallManager.

  7. Click Device Associations.

  8. Click Select Devices to provide a list of available devices.

  9. Check the check boxes that are associated with the Device Name fields in the Available Devices area of the User Information page.

  10. Check the check boxes for these items, to use the examples provided here:

    • AA_RP

    • CTI_Port1

    • CTI_Port2

    • CTI_Port3

    • CTI_Port4

  11. Ensure that the No Primary Extension radio button is selected.

  12. Click Update.

    This screen capture shows the User Information page with the Available Devices listed:

    aaw_cra30andccm32_06.gif

Task 4: Associate AutoAttendant Profile to the User

In order to associate the AutoAttendant profile to a user, refer to Associating Auto Attendant Profiles.

Also, make sure that the AutoAttendant application profile is configured correctly for the user configuration in the DC Directory. The AA Installed flag should be set to True under the system profile in the DC Directory. Otherwise, when you add a user to the directory, the AutoAttendant Application Profile is not displayed, and a user cannot be linked to this profile.

Complete these steps in order to configure the application profile so that you can add or view users in the DC Directory:

  1. Connect to the DC Directory Administrator and choose Directory > Cisco.com > CCN.

  2. Click systemProfile. In the right panel, right-click systemProfile and choose Properties.

  3. Go to the Application Install Status tab. Check if the value for AA Installed is set to True. If this is set to False, click Modify and change the value to True. Click Apply and then click OK.

  4. Click Services. In the right panel, choose World Wide Web Publishing Service.

  5. Click the Restart Service icon.

Task 5: Configure the JTAPI Subsystem on the Cisco Customer Response Application Engine

Complete these steps to configure the Java Telephony API (JTAPI) subsystem on the Cisco CRA engine:

  1. On the CRA Server, select Start > Programs > Cisco CRA Administrator > Application Administrator to start Cisco CallManager Administration.

  2. Select Subsystems > JTAPI.

  3. In the JTAPI Provider(s) field, enter the IP address or DNS name of the Cisco CallManager.

    Note: Cisco recommends that you use the IP address because, when you configure the DNS Name, you introduce the DNS Server as another point of failure.

  4. In the User ID field, enter the Cisco CallManager User ID that you defined in Task 3: Create a Cisco CallManager User for Cisco CallManager AutoAttendant (for example, JTAPIUser).

  5. In the Password field, enter the password that you defined for this User ID.

  6. Click Update to enter your changes.

    This screen capture shows the JTAPI Provider page:

    aaw_cra30andccm32_07.gif

Task 6: Add a CTI Port Group

Complete these steps to add a Cisco Telephony Integration (CTI) port group:

  1. Click CTI Port Groups on the JTAPI Configuration page.

  2. Click Add a New JTAPI Call Control Group on the JTAPI Call Control Group Configuration page.

  3. In the Group ID field, enter a unique number (for example, 1).

  4. Click Associate CTI Ports.

    This screen capture shows the JTAPI Call Control Group Configuration page:

    aaw_cra30andccm32_08.gif

  5. Check all of the CTI Ports that you added in Task 2: Add CTI Ports in Cisco CallManager, and click Update.

    This screen capture shows the Please assign CTI Ports for this Group window:

    aaw_cra30andccm32_09.gif

  6. Click Add to add the associated ports to the configured CTI Port Group.

Task 7: Create the Cisco Media Termination

Complete these steps to create the Cisco Media Termination:

  1. Select Subsystems > Cisco Media.

    aaw_cra30andccm32_10.gif

  2. Click Add a New CMT Dialog Control Group.

  3. In the Group ID field, enter a unique number (for example, 1).

  4. In the Maximum Number of Channels field, enter a portion (or all) of the Licensed IVR Ports (for example, 5).

  5. Click Add.

    This screen capture shows the Cisco Media Termination Dialog Group Configuration page:

    aaw_cra30andccm32_11.gif

Task 8: Add a New Cisco CallManager AutoAttendant Application

Complete these steps to add a new Cisco CallManager AutoAttendant application:

  1. Select Applications > Configure Applications.

    aaw_cra30andccm32_12.gif

  2. Click Add a New Application on the Application Configuration page.

  3. Click the Application Type drop-down arrow and select Cisco Script Application.

  4. Click Next.

    This screen capture shows the Add a New Application page:

    aaw_cra30andccm32_13.gif

  5. In the Name field, enter a name for the application (for example, AA).

  6. In the ID field, enter a unique number (for example, 1).

  7. In the Maximum Number of Sessions field, enter the number of CTI ports that you added in Cisco CallManager. If you are using the provided sample values, enter 4.

  8. Click the Script drop-down arrow and select aa.aef.

  9. In the operExtn field, enter the extension of the phone that will be used by the human operator (for example, 2003).

  10. Click Add.

    This screen capture shows the Cisco Script Application page:

    aaw_cra30andccm32_14.gif

  11. Click Add A New Trigger.

  12. Click the Trigger Type drop-down arrow and select JTAPI.

  13. Click Next.

    This screen capture shows the Add a New Trigger window:

    aaw_cra30andccm32_15.gif

  14. Click the CTI Route Point Directory Number drop-down arrow and select the route point that will be dialed for this application.

  15. Click the Language drop-down arrow and select the language for this application.

  16. In the Maximum Number of Sessions field, enter the number of CTI ports that you added in Cisco CallManager. If you are using the provided sample values, enter 4.

  17. Click the Call Control Group drop-down arrow and select the call control group that you configured in Task 5: Add a CTI Port Group.

  18. Click the Primary Dialog Group drop-down arrow and select the primary dialog group that you configured in Task 6: Create the Cisco Media Termination.

  19. Click Add.

    This screen capture shows the JTAPI Trigger Configuration window:

    aaw_cra30andccm32_16.gif

  20. Select System > Engine.

  21. When the Engine Status indicates that it is Running and when the Subsystems Status data indicate that they are IN_SERVICE, then the Cisco CallManager AutoAttendant is functional.

    Dial the directory number of the CTI route point that you added to Cisco CallManager, to call into the Cisco CallManager AutoAttendant (see Task 1: Add CTI Route Points in Cisco CallManager). If you are using the provided sample values, dial 4000.

    This screen capture shows the Engine page:

    aaw_cra30andccm32_17.gif

Related Information

Updated: Mar 21, 2007
Document ID: 42202