Cisco Unified Contact Center Express

ICD Extension Option Does Not Appear on the Cisco CallManager Global Directory User Page

Document ID: 91935

Updated: Jul 26, 2007



With Cisco Customer Response Solutions (CRS) 3.x, after you integrate with Active Directory, the Interactive Call Distribution (ICD) extensions are not available via the Cisco CallManager Global Directory User Device Associations.



Cisco recommends that you have knowledge of these topics:

  • Cisco Customer Response Solutions (CRS)

  • Cisco CallManager

  • Active Directory

Components Used

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

  • Cisco CRS 3.x

  • IPCC Express 4.x

  • Cisco CallManager 3.3 and and later

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.


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


With Cisco CRS 3.x, when Cisco CallManager is integrated with Active Directory, the radio button for the ICD extension is not available on the User Configuration page.


In order to resolve this issue, use the Active Directory Services Interface (ADSI) Edit utility on the Active Directory server to set ciscoCCNatIAQflag to True.

Note: You can download the ADSI Edit utility from Microsoft

Complete these steps:

  1. On the Active Directory (AD) server, you can browse your directory schema by opening the ADSI Edit utility. Drill down to DC=xxxxx, DC=cisco, DC=com, OU=Cisco, OU=CCN, ou=systemProfile.

  2. On the right pane, right-click System Profile and choose Properties.

  3. Select Both from the first pull-down menu.

  4. Select CiscoCCNatIAQflag from the second pull-down menu.

  5. Enter True in the Edit Attribute textbox. Select Set and then OK.

  6. Complete these steps in order to stop and start the IIS Admin Service on the Cisco CallManager:

    1. Choose Start > Programs > Administrative Tools > Services.

    2. Select the IIS Admin Service and click the Restart Service button at the top right of the menu bar.

    3. When you are prompted to restart the World Wide Web Publishing Service, click Yes. Both services stop and then restart.

Note: In Cisco CallManager 5.x, ICD Extension is known as IPCC Express Extension. You can update the IPCC Express Extension on Cisco CallManager 5.x when you run the run sql update processconfig set paramvalue="T" where paramname like ‘IAQInstalledFlag’ command in CLI mode on the publisher server.

Refer to How to Get the ICD Extension to Appear on the User Page Using CallManager 3.3 in order to troubleshoot a similar issue with the Data Connection (DC) Directory.


Even after the removal of UCCX IP/IVR from the cluster, the CallManager enterprise parameter Auto Attendant Installed is set as "true". How can you set the value as "false" so it can reflect that IP/IVR is no longer connected?


In order to change the value in the enterprise parameter Auto Attendant Installed, issue this SQL command on CUCM using SSH:

run sql update processconfig set paramvalue="F" where paramname like 

Related Information

Updated: Jul 26, 2007
Document ID: 91935