Cisco Prime Collaboration Provisioning Guide - Standard and Advanced, 10.0
Managing Domains, Service Areas, User Roles, and Service Templates
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Managing Domains, Service Areas, User Roles, and Service Templates

Managing Domains, Service Areas, User Roles, and Service Templates

This chapter contains the following topics:

Managing Domains, Service Areas, User Roles and Service Templates Overview

After adding devices, you must first create domains, and then add Service Areas, User Roles and Service Templates.

In Prime Collaboration Provisioning, the User Provisioning Setup page (choose Design > User Provisioning Setup) is simplified to set up all your user provisioning tasks. A centralized view allows you to manage Domains, Service Areas, User Roles and Service Templates in a single User Interface.

To set up user provisioning:

  • Add and configure Domains—Includes adding and configuring domains, which defines the operational capabilities for a group of users.
  • Add and configure Service Areas—Includes configuring Service Areas, that is, selecting route partitions, and device pool; specifying user types that have access to the Service Area; and configuring directory number blocks.
  • Add and configure User Roles—Includes adding User Roles and assigning services that can be provisioned by a specific user role type.
  • Add and configure Service Templates—Includes configuring Provisioning Attributes which are configuration settings applied to a service at the time of activating the service.

In the User Provisioning Setup window, you can see the Domains, Service Areas, User Roles, and Service Templates listed in the left pane. The corresponding tables are listed in the right pane. The Domains table is displayed by default when you enter the User Provisioning Setup page. Click All Domains to see a list of all the domains. Click the arrow icon to expand. When you expand a Domain, you can see the Services Areas, User Roles and Service Templates of that Domain. Further, when you expand Service Areas and User Roles, you can see multiple service areas, and list of User roles associated to that Domain.

Adding a Domain

Domains are groupings of users. For each grouping, one or more system users can be authorized to manage services for users within that Domain. In addition, rules or policies may be set on a Domain; those rules and policies will apply to services for users in that Domain. Common policies can also be applied on operations within a Domain.

A user can manage more than one Domain (if the user is assigned the proper authorization role). All of the user’s services are provisioned in the Services Domain that you specify while adding the user (to add a user, choose Deploy > User Provisioning).

After creating a Domain, you can add Service Areas and User roles that have access to your new Domain. You can also create a service template and assign it to a Service Area and User Role. A Service Template can be associated to several such combinations of Service Areas and User Roles. See Adding Service Areas and Adding User Roles.

To create a domain:

Procedure
    Step 1   Choose Design > User Provisioning Setup.
    Step 2   Click Add, to add new domains in the Domains page.
    Step 3   Enter the necessary fields such as Call Processors, Message Processors, synchronization rules, LDAP settings and so on, and click Save. You need to provide a Domain Name for the Name field. Valid values are space, alphanumeric characters (A-Z, a-z, 0-9), and the following special characters: _ - . / : ; = ? @ ^ ‘ { } [ ] | ~. You can set the Domain Synchronization rules in the Synchronization Rules pane. Select the Synchronization Rules for Cisco Unified Communications Manager and Unity Connection. Mouse over the (?) icon for details on the specific synchronization rule. For more details on Business rules and their description, see Business Rules for Domain Synchronization.

    To edit an existing domain, expand the list of Domains in the left pane, and click a particular Domain to edit. You can also click All Domains and then select a domain from the table and click Edit.

    Deleting a Domain

    When a Domain is deleted, Service Areas, users roles, Service Templates, rules, directory number blocks, and user roles are removed. Endpoint, Directory Number, license capabilities, and instances of Unified Presence user settings are moved to Global Resources namespace.

    While the Domain deletion is in progress, avoid performing any activities in that Domain until the Domain deletion is complete.

    Before you delete a Domain, the system must be in maintenance mode. Also, the following prerequisites must be satisfied for deleting a domain:

    • No active released orders, including unrecoverable or recoverable errors.
    • No active batch projects.
    • No Domain synchronization in progress.
    • No Call Processor or Unified Message Processor synchronization in progress.
    Procedure
      Step 1   Put Provisioning in maintenance mode (see Maintenance Mode).
      Step 2   Choose Design > User Provisioning Setup.
      Step 3   Select the Domain you want to delete, and click Delete.
      Step 4   Click OK.

      Refresh the Domain list page to see the status.


      Service Areas

      Service Areas are groupings within a Domain that are used to structure and manage the required IP telephony and messaging services across geographic, organizational, or technological boundaries. The Service Area typically acts as a service offering location and provides a template mechanism that determines provisioning attribute values used during order processing.

      The Service Area determines the mappings from the business view of the service to the technology delivering those services.

      A Service Area also handles Cisco Unified Communications Manager partitioning and class of service by directing which location, device pool and route partition assignments to use for any user provisioned into that Service Area.

      For example, on a Service Area associated to a Cisco Unified Communications Manager, the Service Area defines the device pool, route partition, location, and external phone number mask that the products will use within Cisco Unified Communications Manager.

      In this case, when you configure a Service Area, you have a list of route partitions that can be assigned to it based on the selected Call Processor for the Service Area. If the Service Area does not have any associated route partition, then the directory numbers and lines are created in the default route partition in Cisco Unified Communications Manager. Service areas also determine the key voicemail settings and call forwarding behaviors.

      For Cisco Unity and Cisco Unity Connection Unified Message Processors, if you assign a Unified Message Processor to a Service Area, the Subscriber Template (with or without the TTS feature) and Subscriber CoS (with or without the TTS feature) can be configured. These templates can be used for voicemail provisioning of users in the Service Area.


      Note


      For Service Areas with Call Processors based on Cisco Unified Communications Manager Express, only device pools are available for selection. Route partitions are not available.

      Adding Service Areas

      When configuring a Service Area, you can do the following:

      • Map the Service Area to the corresponding Call Processor objects by specifying its Call Processors and related objects (for a Cisco Unified Communications Manager, some examples are route partition, and device pool), Unified Message Processor, and Unified Presence Processor.
      • Specify the user types for the Service Area (only users within a Service Area can order products from it). The Employee user role is the default based on the Domain rule DefaultUserType.
      • Create directory number blocks for the Service Area users.
      • Unified Presence Processor settings will list the Presence processor if the selected Call Processor has associated Presence processors.

      Note


      After a Service Area is assigned to a Domain, it cannot be moved to a different Domain. Further, after a Call Processor, Unified Message Processor, or Unified Presence Processor is assigned to a Service Area, it cannot be changed.


      To add a Service Area:

      Procedure
        Step 1   Choose Design > User Provisioning Setup.
        Step 2   Select the Domain for which you want to create a Service Area.
        Step 3   Expand the Domain, and select Service Area.
        Step 4   Click Add.
        Step 5   In the Service Area Configuration page, enter the necessary fields and click Save. The table below describes the necessary fields.

        To edit an existing Service Area, expand the list of Service Areas in the left pane, and click a particular Service Area to edit. You can also select a Service Area from the table and click Edit.

        Table 1 Service Area Configuration Fields

        Field

        Description

        Common Device Config

        Configuration of common device settings for the Service Area. The following settings are controlled by Common Device Configuration:

        • Softkey Template
        • User Hold MOH Audio Source
        • Network Hold MOH Audio Source
        • User Locale
        • MLPP Indication
        • MLPP Preemption
        • MLPP Domain
          Note   

          This field appears only if you selected Cisco Unified Communications Manager 6.0.

        Location

        Location to be assigned to a device.

        Partition

        Route partition for the Service Area. This is the same as a partition in Cisco Unified Communications Manager.

        Device Pool

        Device pool for the Service Area.

        Voice Gateway References

        Voice gateway references for the Service Area.

        Exchange Server

        Available only for Cisco Unity Connection and integrated with an external Exchange Server for IMAP client support.

        To configure an external Exchange Server for IMAP in Cisco Unity Connection, on the Cisco Unity Connection system, go to System Settings > External Services > Add New, and fill in the required fields.

        Subscriber Template

        Subscriber Template to be used to disable unified messaging for a user in the Unified Message Processor.

        Directory Number Blocks

        Directory number block assigned for that Service Area. See Adding a Directory Number Block.

        • Common Device Config, Location and Partition fields apply only to Cisco Unified Communications Manager.
        • Subscriber CoS with TTS Enabled, and Subscriber CoS without TTS Enabled fields apply only to Unity and Unity Connection.

        Deleting a Service Area

        Before a Service Area can be deleted, the following conditions must be met:

        • The system must be in maintenance mode.
        • No active released orders, including unrecoverable or recoverable errors.
        • No active batch projects.
        • No Domain synchronizations in progress.
        • No Processor synchronizations in progress.

        If these conditions are not met, a message appears on the page when you attempt to delete a Service Area, telling you the operation will not start.

        While the Service Area deletion is in progress, avoid performing any activities until the deletion of that Service Area is complete.

        Procedure
          Step 1   Put Provisioning in maintenance mode (see Maintenance Mode).
          Step 2   Choose Design > User Provisioning Setup
          Step 3   Expand Domain, and click Service Area.
          Step 4   Select the required Service Area, and click Delete.
          Step 5   In the confirmation dialog box, click OK to delete the service area.

          Directory Number Blocks

          Numbers within a directory number block are relative to the Cisco Unified Communications Manager on which they are being created. Provisioning handles directory numbers the same way as they are handled by Cisco Unified Communications Manager.

          While creating an order for a service, if you are selecting a Service Area that does not have a directory number block, you can use only the chosen line number.

          You can set up individual directory numbers using the Directory Number Inventory component. For more information, see Managing Directory Number.

          The table below describes the fields for creating a block of directory numbers.

          Table 2 Directory Number Blocks Field Descriptions

          Field

          Description

          Prefix

          Directory number prefix.

          First Number

          Starting number for the block of directory numbers.

          Last Number

          Last directory number in the block.

          Minimum Length

          The minimum number of digits that a directory number can contain before the prefix is added. Used by the system to pad numbers with zeros.

          Block Size

          This field is populated after you save the Service Area page.

          E.164 Support

          If you are using Cisco Unified Communications Manager version 7.x or later, you can configure the international escape character, +, in Provisioning to allow your phone users to place calls without having to remember and enter the international direct dialing prefix/international escape code that is associated with the called party. Depending on the phone model, for example, dual-mode phones, your phone users can dial + on the keypad of the phone. In other cases, the phone user can return calls by accessing the call log directory entries that contain +.

          The international escape character, +, signifies the international access code in a complete E.164 number format. For example, NANP numbers have an E.164 global format in the format +1 214 555 1234. The + is a leading character that gets replaced by service providers in different countries with the international access code to achieve global dial plans.

          You can enter + or \+ to indicate the international escape character.

          Remember the following while using E.164 format directory numbers:

          • For directory numbers, you can configure the international escape character at the beginning of the number (prefix) only (for example, \+5678, +0034).
          • To configure the international escape character for supported patterns, you can enter \+ or + in the pattern or directory number field.
          • You can assign the E.164 format directory numbers to the ordered lines by using the Chosen Line option.
          • E.164 support is not available for Cisco Unified Communications Manager Express.
          • For Cisco Unity Connection 7.x and 8.x versions, while provisioning voicemail for E.164 format Directory Number line, Provisioning will automatically set the extension number by removing the + symbol from the directory number. After order completion, the directory number (along with the + symbol) will be auto populated in the Alternate Extension field. Unity Connection 9.0 and above versions support E.164 format Directory Number, so the original directory number (along with the + symbol) will be displayed in the extension number field.
          • While ordering bundled products like Enhanced Phone Service, Unified Messaging Service, Messaging Service, and so on, if you select Auto-assigned Line type option, the Alternate Extension field will not be auto populated for voicemail product while creating the order. Alternate extension will be added at the back end at the available position and will be displayed when the order is completed. If you select Choose Line type option, Alternate extension will be auto populated at the available index (for example, 1, 2, 3, and so on) in the Voicemail Advanced Order Configuration page.
          • Meet-Me patterns, Call Park patterns (and related call park features; for example, Directed Call Park), and Call Pickup patterns do not support the international escape character (+). Therefore, you cannot enter \+ in the pattern fields that are configured for these features in the Infrastructure Configuration page.

          Provisioning supports “+” character in the Directory Number fields for the following:

          • Directory Number (DN) Block (under Service Area)
          • EM Access Line and RDP Line products
          • Provisioning Attributes
            • Speed Dial
            • Busy Lamp field
            • Call Forward
          • Infrastructure products
            • Distribution List
            • Basic Call Queuing
          Adding a Directory Number Block

          To add a new directory number block:

          Procedure
            Step 1   Choose Design > User Provisioning Setup.
            Step 2   Expand Domain and Service Area in the left selector pane, and select the required Service Area.
            Step 3   In the Directory Number Block(s) field, click the Add Row.
            Step 4   Complete the fields as required and click Save.


            Note


            The Minimum Length field indicates the minimum number of digits that a directory number can contain before the prefix is added. This is used by the system to pad numbers with zeros. For example, if prefix = 408, first number = 0, last number = 100, and minimum length = 4, then the range of the directory number block would be 4080000 through 4080100.


            To Edit, select the Directory Number Block, and click Edit. Make the necessary changes and click Save. To discard the changes, click Cancel.

            To delete a Directory Number Block, click Delete.

            Adding User Roles

            User roles control which products and services a user can order.

            The default user roles are:

            • Employee—Default role assigned to new users. The Employee user role should be configured to match the typical setup of employees in your organization. If you do not configure the employee user role to meet your needs, you may not see all the desired options in the employee user record.
            • Executive
            • Pseudo—Used to order phones that do not have an associated user. Pseudo users cannot be renamed or removed.

            You must first add a user (see Adding Users), then assign the user the Pseudo user role.

            A pseudo user is authorized to manage phone and directory number inventory.

            These user roles exist in each Domain in Provisioning. Each set of user roles may be customized in each Domain by adding, removing, or changing these predefined user roles.

            To add a user role:

            Procedure
              Step 1   Choose Design > User Provisioning Setup.
              Step 2   In the All Domains pane, expand a specific domain and click User Roles.
              Step 3   In the User Roles for a specific domain page, click Add.
              Step 4   In the User Role Configuration page, enter the required details for user role name, domain, lines, services, and service bundles, and click Save.
              Step 5   Enable Automatic Service Provisioning, to provision services along with user role creation. You can automatically provision the following Services:
              • Endpoint You can select to Self Provision endpoints with a dummy MAC address, or select a default endpoint model. The maximum number of endpoints is 20 and the default is 10.
              • Line
              • Self-Provisioned Single Number Reach
              • IM & Presence
              • Voicemail
              • Extension Mobility Access
              • Extension Mobility Line
              • Cisco Jabber

              Check or uncheck services based on your requirement.

              When you are Adding Users, you can choose to Auto-Provision Parameters based on the user role. This will automatically provision services you chose for the user role assigned to the user.

              If Automatic Service Provisioning is not enabled, the user role is created without any provisioned services. You have to manually provision services for the user (choose Deploy > User Provisioning).

              Step 6   Click Save to continue.


              • To change a user role configuration, select a user role, click Edit in the User Role for a specific domain, and save the modifications.
              • To delete a user role, select a user role, click Delete in the User Role for a specific domain, and click OK.

              Associating User Roles with Services

              A user whose role is associated with specific endpoints can order them. You can create orders for endpoints and services, individual services, or you can order bundled services. See Ordering Service for a User.

              Procedure
                Step 1   Choose Design > User Provisioning Setup.
                Step 2   In the All Domains pane, expand a specific domain, click User Roles.
                Step 3   In the User Roles for the selected domain pane, click Add.
                Step 4   Specify a name for the user role and associate it with the necessary Endpoints, Lines, Services and Service Bundles. You can check or uncheck as many Endpoints, Services and Service Bundles as needed.
                Note   

                To modify the user role configuration, select User Roles. In User Roles for a specific domain, select a user role and click Edit.

                Step 5   Click Save.

                Automatic Service Provisioning

                Automatic Service Provisioning feature enables you to automatically provision services for new users. Automatic Service Provisioning is supported for Unified Communications applications 10.x and above.

                While enabling Automatic Service Provisioning for a user role, you can select the services that you want to be automatically provisioned for the users who are assigned to this user role. You can enable Automatic Service Provisioning for the following services:

                • Unified Communication Services
                • Line
                • Self-Provisioned Single Number Reach
                • IM & Presence
                • Voicemail
                • Extension Mobility Access
                • Extension Mobility Line
                • Cisco Jabber
                Note the following points while you are enabling Automatic Service Provisioning for a user role or user:
                • Automatic Service Provisioning is applicable only for new users (added through Provisioning user interface, batch provisioning, or Add User NBAPI). For the existing users, Automatic Service Provisioning cannot be initiated.
                • Automatic Service Provisioning is not supported for users who are added to Provisioning through domain synchronization.
                • While creating user role, if you are selecting more than one Line service for Automatic Service Provisioning, the directory number which is used for provisioning the Line will be shared among the Line services.
                • While creating a new user, you can choose multiple user roles for the user, but you can select only one default user role for auto-provisioning.
                • While enabling Automatic Service Provisioning for new users, you must also specify the default service area to be used for auto-provisioning.
                • If you are selecting Auto-assigned Line as line type for auto-provisioning, the service area that you have selected should have Directory Number blocks configured and Directory Numbers available for provisioning. If Directory Numbers are not available, auto-provisioning would fail.
                • If you are choosing the line type as Chosen Line, you must also provide the Directory Number, otherwise auto-provisioning would fail.
                • Extension Mobility line can be auto-provisioned only for users having Extension Mobility Access.
                • Provisioning assigns dummy MAC address for phones that are automatically provisioned.

                Creating Service Templates

                Service Templates contain provisioning attributes for a Service. Service Templates enable you to configure service attribute settings using provisioning attributes. Provisioning attributes are configuration settings that are applied to a service during activation.

                At order time, Provisioning takes into account the configured provisioning attributes in addition to the Service Area settings to determine the final product configuration to be provisioned.


                Note


                You must complete the infrastructure synchronization before creating Service Areas and service templates.



                Note


                You must assign the Service Templates to a Service Area and User Role combination for the templates to be visible in the Add Order and Change Order wizards.


                You must have administration privileges to configure the content of the provisioning attributes (see Authorization Roles).

                Provisioning Attributes describes all possible provisioning attributes. Not all attributes are applicable for all Endpoint types or for all Cisco Unified Communications Manager versions. Depending on your Provisioning setup, all attributes may not be available to you.

                To create a Service Template:

                Procedure
                  Step 1   Choose Design > User Provisioning Setup.
                  Step 2   In the All Domains pane, select a Domain.
                  Step 3   Click Service Templates and enter the necessary information such as template name, processor, and so on.
                  Step 4   Select a service and enter the necessary provisioning attributes for the service. See Provisioning Attributes for information. All default provisioning attributes are populated by default.
                  Step 5   To add a Service Area and User Role to the Service Template, Click Add Row. Select a Service Area and User Role, and click Save. To edit, click Edit and change the assignment.

                  You can edit or delete the templates you have created. To copy the service template to a different domain with a new name, click Copy To.


                  Note


                  While configuring the service templates for Remote Destination Profile, if you select a User Locale that is not available in the device, the order may fail.


                  While creating a new order, you can choose the Service Template you have created from the Service Template drop-down list. For information on creating new orders, see Ordering Service for a User.

                  Using System Default Values

                  In the Add Order wizard, Change Order wizard, and Template Settings page, "Use System Default" is displayed in the drop-down lists for non-mandatory attributes. System default values will be provisioned for these attributes, if you are not selecting any option from the drop-down list and Use System Default is a valid value in the device. If a default value is already set for a non-mandatory attribute, the specified value will be displayed for that attribute, and Use System Default will be displayed as one of the options in the drop-down list.

                  Use System Default will not be displayed in a drop-down list, if the word "default" is included in the options available in the drop-down list (for example, Use Default Language, Use Phone Default, Use Default System Policy, Default, and so on).

                  Note


                  Use System Default will not be displayed for the Protocol field.
                  For mandatory attributes, if a default value is already set, the specified default value will be displayed. If a default value is not set, then the first option in the drop-down list will be displayed, before you select a value from the drop-down list. If a drop-down list is empty and a default value is not set for that attribute, then "Make a Selection" will be displayed. Make a Selection will be displayed for the following provisioning fields:
                  • Selected Endpoint
                  • Selected Line
                  • Line Type
                  • Endpoint Type
                  • EM Phone Type

                  Use System Default or Make a Selection will not be displayed for Voicemail and Unified Messaging products.

                  "Not Selected" will be displayed for the Service Template field, if you are not selecting any value from the drop-down list.

                  For Cisco Unified Communications Manager 9.0 and below, you must select the Use System Default option for Softkey Template attribute, while creating Extension Mobility Access service template for Cisco 8961, 9951, and 9971 IP phones.

                  While ordering Extension Mobility Access for iPhones, order may fail if you use the default values for the following attributes:
                  • DND Option
                  • DND Incoming Call Alert (Set-only Attribute)
                  • MLPP Indication
                  For ordering Extension Mobility Access for iPhones, it is recommended that you create a service template with the following values for these attributes and apply the template while creating an order:
                  • DND Option—Call Reject
                  • DND Incoming Call Alert—Disable
                  • MLPP Indication—Off

                  Phone Provisioning Attributes Limitations

                  Any change order via batch using CUPM_BLANK keyword (see Keyword Usage in Batch Action Files) will not have any effect for Phone provisioning attributes that have override common settings check box in Cisco Unified Communications Manager user interface. This occurs because the Cisco Unified Communications Manager does not return default values to Provisioning for these attributes when provisioning a phone. This applies to the following provisioning attributes:

                  • Join And Direct Transfer Policy
                  • Phone On Time
                  • Phone Off Time
                  • Phone Off Idle Timeout
                  • Enable Audible Alert
                  • EnergyWise Domain
                  • EnergyWise Endpoint Security Secret
                  • Allow EnergyWise Overrides
                  • Automatic Port Synchronization
                  • Display Idle Timeout
                  • Display On When Incoming Call

                  Configuring a Transformation Template for Provisioning Attributes

                  For Line Text Label and ASCII Line Text Label attributes, you can enter a transformation template in the provisioning attribute field to manipulate the digits of the directory number displayed on the phone. The digit transformation of the masking of the directory number allows you to choose what to display.

                  The template allows you to delete, insert, reorder, or change any digits of the directory number by embedding transformation masks inside the text string of the provisioning attribute.

                  A transformation template contains one or more transformation masks.

                  In the transformation mask, the following characters are allowed:

                  • W or w—Allows the directory number digits to appear in the same position, starting from the left.
                  • X or x—Allows the directory number digits to appear in the same position, starting from the right.
                  • . (period)—Ignores the digits in the directory number at the same position.
                  • Any number—Appears as itself in the output.
                  • % (percent)—Delimiter.
                  • \ (backward slash)—Delimiter (escape character).

                  If any other characters are used in a mask, the mask is not recognized as a mask and the characters are treated as normal text.

                  When configuring the template, remember the following:

                  • If a transformation mask contains both a W and an X, it is not recognized as a valid mask and is treated as normal text. But if the template contains multiple masks, you can use a W and an X in different masks inside the same template.
                  • Any delimiter character without a prefixed escape character (\) is treated as a normal character when it is not recognized as a valid delimiter as part of a transformation mask. The escape character can be used only in places where you need to separate the normal context from the transformation mask.
                  • The template is limited to 60 characters.

                  Table 1 table lists examples of transformation templates. The directory number used in the examples is 1234567891.

                  Table 3 Transformation Template Examples

                  Template

                  Results

                  %XXX%

                  891

                  %WWW%

                  123

                  %XXX.......%

                  123

                  %XXXX%

                  7891

                  %......WWWW%

                  7891

                  %...WWW%

                  456

                  %XXX….%

                  456

                  %9XXX0000%

                  94560000

                  %..9WWW0000%

                  94560000

                  %55585XX000%

                  5558567000

                  %55585WW000%

                  5558567000

                  %WWXX%

                  %WWXX%

                  (%WWW%) %...WWW%-%XXXX%

                  (123) 456-7891

                  John Smith x%XXXXX%

                  John Smith x67891

                  %John Smith\%x%XXXXX%

                  %John Smith%x67891

                  %WWW% Engineering

                  123 Engineering