Cisco CallManager Features and Services Guide, Release 3.3(2)
Cisco IP Manager Assistant
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Cisco IP Manager Assistant

Table Of Contents

Cisco IP Manager Assistant

Introducing Cisco IPMA

Overview of Cisco IPMA Architecture

Cisco IPMA Service

Desktop Interface

Cisco IP Phone Interface

Cisco IPMA Database and Directory Access Architecture

Manager Interfaces

Assistant Interfaces

Softkeys

Manager Assistant Administration Interface

System Requirements for Cisco IPMA

Interactions and Restrictions

Interactions

Bulk Administration Tool

Extension Mobility

Reporting Tools

Restrictions

Installing and Activating Cisco IPMA

Configuring Cisco IPMA

Configuration Checklist for Cisco IPMA

System Configuration

Cisco IPMA Configuration Wizard

Calling Search Space and Partitions

Cisco IPMA Route Point

Cisco IPMA Translation Pattern

Setting the Service Parameters for Cisco IPMA

Starting the Cisco Tomcat Service

Manager and Assistant Device Configuration

Phones Configuration

Cisco IP Phone Services

Manager and Assistant Configuration

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Modifying the Manager Configuration

Configuring Proxy and Incoming Intercom Lines for the Assistant

Modifying the Assistant Configuration

Dial Rules Configuration

Dial Rules Configuration Design

Dial Rules Configuration Error Checking

Adding a Dial Rule

Modifying a Dial Rule

Configuring the LDAPConfig.ini File for Corporate Directory Use

Providing Information to Cisco IPMA Managers and Assistants

Installing the Assistant Console Application

Script File Parameters

Manager Configuration

Troubleshooting Cisco IPMA

Where to Find More Information


Cisco IP Manager Assistant


The Cisco IP Manager Assistant (Cisco IPMA) feature enables managers and their assistants to work together more effectively.

The feature comprises a call routing service, enhancements to phone capabilities for the manager, and desktop interfaces that are primarily used by the assistant.

The service intercepts calls that are made to managers and routes them to selected assistants, to managers, or to other targets based on preconfigured call filters. The manager can change the call routing dynamically; for example, with a softkey press on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.

Cisco CallManager users comprise managers and assistants. The routing service intercepts manager calls and routes them appropriately. An assistant user handles calls on behalf of a manager. Cisco IPMA comprises features for managers and features for assistants.

This chapter provides the following information about Cisco IPMA:

Introducing Cisco IPMA

System Requirements for Cisco IPMA

Interactions and Restrictions

Installing and Activating Cisco IPMA

Configuring Cisco IPMA

Configuring the LDAPConfig.ini File for Corporate Directory Use

Providing Information to Cisco IPMA Managers and Assistants

Troubleshooting Cisco IPMA

Where to Find More Information

Introducing Cisco IPMA

The following sections provide information about the Cisco IPMA feature:

Overview of Cisco IPMA Architecture

Cisco IPMA Database and Directory Access Architecture

Manager Interfaces

Assistant Interfaces

Softkeys

Manager Assistant Administration Interface

Overview of Cisco IPMA Architecture

The Cisco IPMA feature architecture comprises the Cisco IPMA service, the desktop interfaces, and the Cisco IP Phone interfaces. See Figure 2-1.

Cisco IPMA service routes calls that are presented to CTI route points that are defined in the Cisco IP Manager Assistant service parameters. See the "Setting the Service Parameters for Cisco IPMA" section. If a route point is unavailable for some reason, Cisco IPMA routes calls using the translation pattern. See the "Cisco IPMA Route Point" section.

Related Topics

Cisco IPMA Service

Desktop Interface

Cisco IP Phone Interface

Figure 2-1 Cisco IPMA Architecture

Cisco IPMA Service

Cisco Tomcat loads the Cisco IPMA service, a servlet. Cisco Tomcat, an NT service, gets installed at Cisco CallManager installation.

The Cisco IPMA service gets installed on all Cisco CallManager servers in a cluster. When started, the IPMA service checks to see whether the service-wide service parameter, Primary MA Server IP Address, is set to the server that is defined in the service parameter. If it is, the IPMA service attempts to become the active Cisco IPMA service. Currently, a Cisco CallManager cluster supports only one active Cisco IPMA service.

The Cisco IPMA service performs the following tasks:

Hosts the HTTP services that run on the assistant and manager phones.

Hosts the web pages that the assistant and manager use for call control as well as the configuration pages.

Contains the routing logic that applies filters on an incoming call for a manager. See Figure 2-2.

Communicates to a Cisco CallManager cluster through the Cisco CTIManager for third-party call control. Cisco CallManager requires only one CTI connection for all users in a cluster.

Accesses data from the database and directory.

Figure 2-2 Cisco IPMA Routing Logic

Cisco CallManager supports redundancy of the Cisco IPMA service. To achieve redundancy, you must configure a second Cisco IPMA service in the same cluster.

Implement IPMA redundancy by using an active/standby server model. At any time, only one IPMA server remains active and servicing all desktop applications and phones. The other server stays in a standby mode and will detect failures on the active server. When it detects a failure, the backup server takes over and becomes the active server. All connections that were active get restored on the new server, and service continues uninterrupted to the users.

If the active server fails, the Assistant Console application fails over automatically to the backup server. The heartbeat interval service parameter (see the "Setting the Service Parameters for Cisco IPMA" section) determines the time that the application takes to detect failure. A shorter heartbeat interval leads to faster failover. See Figure 2-3.

Figure 2-3 Cisco IPMA Redundancy

The Cisco IPMA service includes built-in security to help prevent unauthorized access to its services. The user ID and password that are collected at the desktop get encrypted before they are sent over the network. The Assistant Console blocks nonauthorized users who are posing as assistants.

This level of security does not block users from using specialized tools to access call information that travels through the network. If more rigorous security is needed, Cisco recommends that a Secure Sockets Layer (SSL) certificate be obtained and installed on the web server that serves IPMA. In this case, users would access Cisco IPMA URLs with https instead of http.

Desktop Interface

Cisco IPMA supports the following desktop interfaces for managers and assistants:

Assistant Console (used for call control applications, log on, assistant preferences, monitor managers call activity, keyboard shortcuts)

Manager configuration (used for configuring the intercom target, send all calls target, immediate divert target, and filters)

Administrators use Cisco CallManager Administration, User Information windows, to configure Cisco IPMA parameters for managers and assistants. See "Manager Assistant Administration Interface" section.

Cisco CallManager makes all Cisco IPMA manager features available through the Cisco IP Phone, except manager configuration, which is available by using a desktop browser. Assistants use the Cisco IP Phone and a desktop application. See "Manager Interfaces" section and "Assistant Interfaces" section.

For more information about how to use the Cisco IPMA desktop features, refer to the Cisco IP Manager Assistant User Guide.

Cisco IP Phone Interface

Managers and assistants use the Cisco IP Phone Services button and softkeys to access the Cisco IPMA features. For more information about how to use the Cisco IPMA Phone features, refer to the Cisco IP Manager Assistant User Guide.

See "Manager Interfaces" section and "Assistant Interfaces" section.

Cisco IPMA Database and Directory Access Architecture

The database stores all dynamic data (such as call state, login status, selected assistant). Storing dynamic data in the database means that the backup service (in standby mode) can access state information and serve the phone from the state that it was in when the active server became inactive. The directory stores static data (such as configuration information for the manager and the assistant, divert destinations, language).

When the manager or assistant logs in, the IPMA service retrieves all data that is related to the manager or assistant from the directory and database and stores it in memory.

Manager Interfaces

The manager phone makes all manager features available with the exception of Manager Configuration. Cisco IPMA automatically logs a manager into the IPMA service when the manager starts the service on the Cisco IP Phone.

The manager can change selected assistants by using the Cisco IP Phone Services button.

The manager accesses the Cisco IPMA features Assistant Watch, Do Not Disturb, Immediate Divert, Intercept Call, and Transfer to Voice Mail from the Cisco IP Phone softkeys.

The state of the features Assistant Watch, Do Not Disturb, Divert All Calls, and Filtering displays in the Status Window on the Cisco IP Phone.

You can enable filtering and choose filter mode by using the Cisco IP Phone Services button. Configuration of the filters occurs by using Manager Configuration. You can access the Manager Configuration on the desktop by using a web browser (see the "Manager Configuration" section).

Refer to the Cisco IP Manager Assistant User Guide for more information.

Assistant Interfaces

The assistant accesses the Cisco IPMA features by using the Assistant Console application and the Cisco IP Phone. The Assistant Console, a desktop application, provides call-control functions such as answer, divert, transfer, and hold. The assistant uses the Assistant Console to log on and log off, to set up assistant preferences, and to display the manager configuration window that is used to configure manager preferences.

You can access Intercom and Distinctive Ringing on the assistant Cisco IP Phone. When the assistant logs in from the Assistant Console, the softkeys Immediate Divert and Transfer to Voice Mail become active for the proxy lines. Refer to the Cisco IP Manager Assistant User Guide for more information.

Softkeys

The Cisco IPMA feature supports a variety of softkeys such as Immediate Divert, Intercept, Assistant Watch, Transfer to Voice Mail, Do Not Disturb, and Divert All Calls on the Cisco IP Phone. Softkeys appear in their appropriate call state; for example, Transfer to Voice Mail does not appear if no active calls exist.

Cisco IPMA supports two softkey templates: Standard IPMA Manager and Standard IPMA Assistant. Additionally, the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. The administrator configures the appropriate softkey template for the devices that are used by managers and assistants.


Note The default process assigns call-processing softkey templates to devices.


Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco CallManager. Use Softkey Template configuration in Cisco CallManager Administration to associate softkey templates with Cisco IPMA devices and to create custom softkey templates. See Softkey Template Configuration in the Cisco CallManager Administration Guide.

Manager Assistant Administration Interface

The administrator uses the User menu options of Cisco CallManager Administration to configure the manager and assistant. The administrator chooses the device for the manager and assistant, chooses an incoming intercom line for the manager and assistant, and assigns a proxy line for a manager on the assistant phone.

See the "Manager and Assistant Configuration" section.

System Requirements for Cisco IPMA

Cisco IPMA requires the following software components to operate:

Cisco CallManager 3.3 or later

Microsoft Windows 2000

Microsoft Internet Explorer or Netscape Navigator:

Cisco IPMA administration (using Cisco CallManager Administration) supports Netscape 4.7 and Internet Explorer 5.5 or later.

The Assistant Console application installation program supports Netscape 4.7 and 6.7, and Internet Explorer 5.5 and 6 (see the "Interactions and Restrictions" section for more information).

The Assistant desktop application supports the following Microsoft Windows programs: 98 Second Edition, Millennium Edition, 2000 Professional, XP Home Edition, XP Professional, NT 4.0 Service Pack 3.

The Manager Configuration application supports Internet Explorer 5.5 or later.

Bulk Administration Tool (BAT) if using the Cisco IPMA Configuration Wizard

The following phone supports Cisco IPMA:

Cisco IP Phone Model 7960


Note Cisco IP Phone Model 7960 that is running Cisco IPMA may be equipped with a Model 7914 Expansion Module.


Because Cisco IPMA is installed automatically on the same server with Cisco CallManager, you do not require an additional server.

Interactions and Restrictions

The following sections describe the interactions and restrictions for Cisco IPMA.

Interactions

Restrictions

Interactions

The following sections describe how Cisco IPMA interacts with Cisco CallManager applications:

Bulk Administration Tool

Extension Mobility

Reporting Tools

Bulk Administration Tool

The administrator can use the Bulk Administration Tool (BAT) to add many users (managers and assistants) at once instead of adding users individually. Refer to the Bulk Administration Tool User Guide for Cisco CallManager for more information.

Related Topics

Cisco IPMA Configuration Wizard

Non-Manager and Non-Assistant Phone

Cisco IP Phone Services

Extension Mobility

A manager who uses the Cisco CallManager Extension Mobility feature can simultaneously use Cisco IPMA. The manager logs into the Cisco IP Phone by using Extension Mobility and then chooses the Cisco IPMA service. When the IPMA service starts, the manager can access assistants and all IPMA features (such as call filtering and Do Not Disturb).

To have access to Cisco CallManager Extension Mobility with IPMA, the administrator checks the Mobile Manager check box and chooses the Device Profile in the User Information for Cisco IPMA window in Cisco CallManager Administration. See the "Configuring a Manager and Assigning an Assistant" section. For more information about configuring device profiles, see Adding a New User Device Profile in the Cisco CallManager Administration Guide.

For more information about Cisco CallManager Extension Mobility, see "Cisco CallManager Extension Mobility."

Reporting Tools

Cisco IPMA provides statistic information in the CDR Analysis and Reporting (CAR) tool and provides a summary of changes to configurations in a change log. The following sections describe these reporting tools.

CDR Analysis and Reporting

Cisco IPMA supports call-completion statistics for managers and assistants and inventory reporting for managers and assistants. The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. Cisco CallManager Serviceability supports inventory reporting. Refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide for more information.

ConfigChange*.log

The administrator can view a summary of changes that are made to the Manager or Assistant Configurations. A manager can set defaults by accessing the Manager Configuration from a URL.

An assistant can change the manager defaults from the Assistant Console by accessing the Manager Configuration.


Note Refer to the Cisco CallManager System Guide and the Cisco IP Manager Assistant User Guide for information about the URL and Manager Configuration.


When changes are made, the information gets sent to a log file called ConfigChange*.log. The log file resides on the server that runs the IPMA service. The pathname for the log file follows:

C:\Program Files\Cisco\Trace\MA\ConfigChange*.log

The log file contains the following fields:

LineNumber—The line in the log file with information about changes

TimeStamp—The time that the configuration changed

for Manager/Assistant—Designation of whether the change is for the manager or the assistant

for Userid—The userid of the manager or assistant that is being changed

by Manager/Assistant—Designation of whether the change was made by the manager or the assistant

by Userid—The userid of the manager or assistant making the change

Parameter Name—What changed; for example, divert target number

Old Value—The value of the information before the change

New Value—The value of the information after the change

Because the information in the log file is comma delimited, the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. Use the following procedure to save the log file contents to the Microsoft Excel application.

Procedure


Step 1 Start the Microsoft Excel application.

Step 2 Choose File > Open to open the ConfigChange*.log file.

Step 3 Choose the Original data type, file type as Delimited and click Next.

Step 4 Choose Delimiters as Comma and click Next.

Step 5 When complete, click Finish.


Restrictions

The following restrictions apply to Cisco IPMA:

One assistant can support up to five managers simultaneously.

Only one assistant at a time can assist a manager.

Cisco IPMA does not support shared lines between managers and assistants.

Cisco IPMA does not support hunt groups/queues.

Cisco IPMA does not support record and monitoring.

To install the Assistant Console application on a computer with Microsoft IE version 6 on Windows XP, install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. See "Troubleshooting Features and Services," for more information.

Installing and Activating Cisco IPMA

Cisco Tomcat loads the Cisco IPMA, a servlet. Cisco Tomcat is an NT service that is installed and started at Cisco CallManager installation. For more information, see the "Cisco IPMA Service" section.

The administrator performs three steps after installation to make Cisco IPMA available for system use:

1. Use Cisco CallManager Serviceability Service Activation, located under the Tools menu, to activate the Cisco IP Manager Assistant service. Refer to the Cisco CallManager Serviceability Administration Guide.

2. Configure the applicable service parameters for the Cisco IP Manager Assistant service. See the "Setting the Service Parameters for Cisco IPMA" section.

3. Use Microsoft Windows Administrative Tools, Services, to restart the Cisco Tomcat Web Server. See the "Starting the Cisco Tomcat Service" section.


Note If the managers and assistants will require Cisco IPMA features to display (on the phone and desktop) in any language other than English, verify that the locale installer is installed before configuring Cisco IPMA. Refer to the Cisco IP Telephony Locale Installer documentation.


Configuring Cisco IPMA

For successful configuration of Cisco IPMA, review the steps in the configuration checklist, perform the system, user and device configuration requirements, and configure the managers and assistants. The following sections provide configuration information:

Configuration Checklist for Cisco IPMA

System Configuration

Setting the Service Parameters for Cisco IPMA

Starting the Cisco Tomcat Service

Manager and Assistant Device Configuration

Manager and Assistant Configuration

Configuration Checklist for Cisco IPMA

Table 2-1 shows the logical steps for configuring the Cisco IP Manager Assistant feature in Cisco CallManager.

Table 2-1 Cisco IP Manager Assistant Configuration Checklist 

Configuration Steps
Related Procedures and Topics

Step 1 

Using the Cisco CallManager Serviceability tool, Service Activation, activate Cisco IP Manager Assistant service.

Cisco CallManager Serviceability Administration Guide

Step 2 

Configure system administration parameters:

Add three partitions.

Add two calling search spaces.

Add the appropriate number of IPMA route points (CTI).

Add translation pattern.

Configure IPMA service parameters.

Note Use the Cisco IPMA Configuration Wizard to automatically configure partitions, calling search spaces, route point, and translation pattern.

Calling Search Space and Partitions

Adding a Partition, Cisco CallManager Administration Guide

Adding a Calling Search Space, Cisco CallManager Administration Guide

Cisco IPMA Route Point

Adding a CTI Route Point, Cisco CallManager Administration Guide

Cisco IPMA Translation Pattern

Adding a Translation Pattern, Cisco CallManager Administration Guide

Cisco IPMA Configuration Wizard

Setting the Service Parameters for Cisco IPMA

Service Parameters Configuration, Cisco CallManager Administration Guide

Step 3 

Using Microsoft Windows Administrative Tools, Services, stop and start the Cisco Tomcat service.

Starting the Cisco Tomcat Service

Microsoft Online Help

Step 4 

Configure phone parameters:

Add IPMA service as a Cisco IP Phone service.

Add Cisco IP Phone model 7914 template with at least 5 lines.

Cisco IP Phone Services

Adding a Cisco IP Phone Service, Cisco CallManager Administration Guide

Adding Phone Button Templates, Cisco CallManager Administration Guide

Step 5 

Configure manager and assistant Cisco IP Phone parameters:

Set up manager phone.

Set up assistant phone.

Configuring Cisco IP Phones, Cisco CallManager Administration Guide

Step 6 

Configure manager phone settings:

Assign a softkey template.

Add a primary line.

Set up voice-mail profile on primary line.

Add incoming intercom line.

Add speed dial for outgoing intercom targets.

Subscribe to Cisco IP Phone Service, Cisco IPMA.

Set user locale.

Reset the phone.

Manager and Assistant Device Configuration

Finding a Phone, Cisco CallManager Administration Guide

Updating a Phone, Cisco CallManager Administration Guide

Adding a Directory Number, Cisco CallManager Administration Guide

Updating a Directory Number, Cisco CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide

Cisco IP Phone Services

Configuring Cisco IP Phone Services, Cisco CallManager Administration Guide

Resetting a Phone, Cisco CallManager Administration Guide

Step 7 

Configure assistant phone settings:

Assign a softkey template.

Add a Cisco 14-button expansion module (7914).

Add a primary line.

Add proxy lines for each configured manager.

Add incoming intercom line.

Add speed dial to each configured manager incoming intercom line.

Set user locale.

Reset the phone.

Manager and Assistant Device Configuration

Finding a Phone, Cisco CallManager Administration Guide

Updating a Phone, Cisco CallManager Administration Guide

Adding a Directory Number, Cisco CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide

Resetting a Phone, Cisco CallManager Administration Guide

Step 8 

Configure Cisco IP Manager Assistant application:

Create a new manager.

Configure lines for manager.

Assign an assistant to a manager.

Configure lines for the assistant.

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Step 9 

Configure the dial rules for the assistant.

Dial Rules Configuration

Step 10 

If the assistant will be using the corporate directory for placing calls, configure the LDAPConfig.ini file.

Configuring the LDAPConfig.ini File for Corporate Directory Use

Step 11 

Install the Assistant Console application.

Installing the Assistant Console Application

Step 12 

Configure the manager and assistant desktop applications.

Cisco IP Manager Assistant User Guide


System Configuration

Because the Cisco IPMA service intercepts calls made to managers, it requires configuration of partitions, calling search spaces, route points, and translation patterns. For more information on configuring Cisco IPMA, see the "Configuration Checklist for Cisco IPMA" section.

You must perform the following configurations before you configure devices and users for Cisco IPMA:

Calling Search Space and Partitions

Cisco IPMA Route Point

Cisco IPMA Translation Pattern


Tip Cisco IPMA provides a one-time use configuration wizard that helps the administrator configure partitions, calling search spaces, a route point and translation pattern, and the IPMA Phone Service. For more information on the Cisco IPMA Configuration Wizard, see the "Cisco IPMA Configuration Wizard" section.



Note This document provides specific information about IPMA configuration. For more information about configuring Calling Search Spaces, Partitions, CTI Route Points, and Translation Patterns, refer to the Cisco CallManager Administration Guide.


Cisco IPMA Configuration Wizard

With the Cisco IPMA Configuration Wizard, IPMA configuration takes less time and eliminates errors. The partitions, calling search spaces, route point, and translation pattern automatically get created when the administrator successfully runs and completes the configuration wizard. The wizard also creates BAT templates for the IPMA manager phone, the IPMA assistant phone, and all other users phones. The administrator uses the BAT templates to configure the managers, assistants, and all other users. Refer to the Bulk Administration Tool User Guide.


Note The Cisco IPMA Configuration Wizard does not create the appropriate service parameters. For service parameter information, see the "Setting the Service Parameters for Cisco IPMA" section.


The Cisco IPMA Configuration Wizard provides windows for each configuration parameter. The windows provide the administrator with preconfigured information. If the administrator prefers to use other configuration information (for example, partition names), the administrator can change the preconfigured information with the appropriate information.

Before You Begin

The Cisco IPMA Configuration Wizard includes the following prerequisites:

The configuration wizard must run from the same server as the Bulk Administration Tool (BAT).

Verify that the locale installer is installed if you are using any language other than English.

Perform the following procedure to configure the Cisco IPMA system parameters by using the Cisco IPMA Configuration Wizard.

Procedure


Step 1 From the Cisco CallManager Administration window, choose Service > Cisco IPMA Configuration Wizard.

The Cisco IPMA Configuration Wizard start window displays and provides a description of the configuration wizard process.


Note You can use the Cisco IPMA Configuration Wizard only once in a Cisco CallManager cluster configuration. The feature verifies the number of times that the configuration wizard has been run (zero or 1). If the configuration wizard has been run once, the summary window automatically displays. The summary window displays the details and status of the configuration wizard that was previously run. If the configuration has not been run, the configuration process continues.


Step 2 To begin the IPMA wizard, click the Next button.

The Partition for Managers window displays.

Step 3 Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description.

Step 4 Click the Next button.

The Partition for IPMA window displays.

Step 5 Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description.

Step 6 Click the Next button.

The Partition for All Users window displays.

Step 7 Enter a name in the partition name field and provide a description; otherwise, use the default partition name and description.

Step 8 Click the Next button.

The Manager Calling Search Space window displays.

Step 9 Enter a name in the calling search space name field and provide a description; otherwise, use the default calling search space name and description.

The Available Partitions and Selected Partitions boxes under the Available Route Partitions for This Calling Search Space automatically lists Partitions for the Manager Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.

Step 10 Click the Next button.

The IPMA Calling Search Space window displays.

Step 11 Enter a name in the calling search space name field and provide a description; otherwise, use the default calling search space name and description.

The Available Partitions and Selected Partitions boxes under the Additional Route Partitions for This Calling Search Space automatically lists Partitions for the IPMA Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.

Step 12 Click the Next button.

If you are configuring Cisco IPMA as an upgrade to an existing Cisco CallManager system, the Existing Calling Search Spaces window displays. If this is a new Cisco CallManager system, the Existing Calling Search Spaces window does not display (proceed to Step 13).

Cisco IPMA requires that existing calling search spaces add the prefix Generated_IPMA and Generated_IPMA_Everyone partitions. The Available and Selected Partitions boxes under the Calling Search Spaces Configured with IPMA Partitions automatically lists these partitions. Use the up and down arrows to move partitions from one box to the other.


Note The prefix that is added to the existing calling search spaces may change if the administrator has changed the names of the partitions in Steps 5 and 7.


Step 13 Click the Next button.

The IPMA CTI Route Point and Translation Pattern window displays.

Step 14 Enter a name in the CTI route point name field; otherwise, use the default CTI route point name.

Step 15 Choose the appropriate device pool from the drop-down selection list box.

Step 16 Enter a route point directory number and translation pattern; otherwise, use the default route point directory number and translation pattern.

Step 17 Choose the numbering plan for the translation pattern from the drop-down selection list box.

Step 18 Click the Next button.

The IPMA Phone Service window displays.

Step 19 Enter the IPMA Phone Service name; otherwise, use the default IPMA Phone Service name.

Step 20 Choose the primary IPMA server from the drop-down selection list box or enter a server name or IP address in the Enter Server Name/IP Address field.

Step 21 Choose the language that the phone service will use from the Phone Service Locale drop-down selection list box.

Step 22 Click the Next button.

The Cisco IPMA Configuration Wizard summary page displays. It provides all the information that the administrator chose during the configuration wizard. The administrator can cancel the configuration process or return to the previous configuration windows if the information is not correct.

Step 23 Click the Submit button to allow the configuration process to execute; otherwise, click the Cancel button to cancel the configuration process.

Upon successful completion, a final status window displays. Any errors that are generated by the configuration wizard get sent to the IPMAConfigWizard<year><month><day><hour><minute><second>.txt file (for example, IPMAConfigWizard20020826095412.txt).

Step 24 Click the Finish button to end the Cisco IPMA Wizard Configuration.

With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, route point, translation pattern, and the Cisco IPMA Phone service. Additionally, the wizard creates a one-line 7960 phone button template, a six-line 7914 template, the IPMA manager phone template, the IPMA assistant phone template, and the Everyone phone template. Refer to the Bulk Administration Tool User Guide for information about configuring the manager and assistant devices.


Calling Search Space and Partitions

A Cisco IPMA route point intercepts calls for the managers and determines where to route them; therefore, all calls for the managers should flow through the route point first.

To accomplish the call flow, Cisco IPMA uses calling search spaces. Calls from lines that must be routed or acted upon by the Cisco IPMA service should have a calling search space that has the route point partition (you can call this partition IPMA) configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example.

Example

A user (in Everyone partition) places a call to a manager primary line (in Manager partition). Because the partition for the originating call does not include the manager primary line, the manager line number gets searched through the calling search space. The order of priority of the partitions in the calling search space provides basis for the search. Because the user line has a calling search space that consists of IPMA and Everyone, the search for the manager primary line begins with the IPMA partition. Because the Cisco IPMA route point matches the manager primary number, the call gets presented to the route point. The Cisco IPMA service that is monitoring the route point gets the call and routes the call by using the manager settings.

All lines that have calls that should go through a route point should have a calling search space called IPMA and Everyone. Examples of lines that require this calling search space configuration include manager primary line, assistant primary line, and all other user lines.

All the lines that have calls that should go directly to the manager without the routing logic applied on them should have a calling search space called Managers and Everyone. Examples of lines that require this calling search space configuration include Cisco IPMA route point, Cisco IPMA translation pattern, and assistant proxy lines.

See Figure 2-4 for an example of the calling search space and partition configuration.

Figure 2-4 Cisco IPMA Calling Search Space and Partition Configuration Example

Configuration Tips

Create three partitions that are called Cisco IPMA, Manager, and Everyone.

Create a calling search space that is called CSS-M-E, which contains the partitions Manager and Everyone.

Create a calling search space that is called CSS-I-E, which contains the partitions Cisco IPMA and Everyone

Configure the manager primary directory numbers (DN) in the partition that is called Manager.

Configure all assistants lines, other users lines, and Cisco IPMA translation pattern in the partition that is called Everyone.

Configure the Cisco IPMA route point in the partition that is called Cisco IPMA.

Cisco IPMA Route Point

The directory numbers of Cisco IPMA route points must match the primary directory numbers of the manager; otherwise, the Cisco IPMA service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition.

Configuration Tips

Create a route point called IPMA_RP.

Configure the directory numbers of the route point to match the primary directory numbers of the managers (for example, for managers whose primary directory numbers are 1000-1999, create a route point DN as 1xxx for line 1; for managers whose primary directory numbers are 2000-2999, create a route point DN as 2xxx for line 2). Configure the directory numbers in the Cisco IPMA partition with a calling search space of CSS-M-E.

Cisco IPMA Translation Pattern

The translation pattern routes calls directly to the manager if the IPMA service is not available. You must create the translation pattern with the same directory number as the Cisco IPMA route point. If it has a narrower scope than the route point, calls do not get sent to the route point and do not get handled by the Cisco IPMA service.

For example, if the route point DN is 1XXX, the translation pattern DN is 10XX, and a manager primary DN is 1001, the Cisco IPMA service never handles the calls to that manager because the translation pattern will intercept them and not send them to the route point.

Configuration Tips

Create a translation pattern for each Cisco IPMA route point directory number. Configure a translation pattern with the same directory number as the route point directory number (for example, 1xxx).

Use the Everyone partition.

Use the calling search space CSS-M-E.

Setting the Service Parameters for Cisco IPMA

Service Parameters for the Cisco IPMA service comprise two categories: general and clusterwide. Specify clusterwide parameters once for all Cisco IPMA services. Specify general parameters for each Cisco IPMA service that is installed.

Set the Cisco IPMA service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco IPMA application resides and then choose the Cisco IP Manager Assistant service.

Cisco IPMA includes the following clusterwide service parameters that must be configured:

Cisco IPMA Server (Primary) IP Address—No default. Administrator must manually enter this IP address.

Cisco IPMA Server (Backup) IP Address—No default. Administrator must manually enter this IP address.

Cisco IPMA RNA (ring no answer) Forwarding Flag—Default specifies False. If set to True, an assistant phone that does not get answered will forward to another assistant phone.

Cisco IPMA RNA Timeout—Default specifies 10 seconds. RNA timeout specifies how long an assistant phone can go unanswered before the call is forwarded to another assistant phone. If Call Forward No Answer (CFNA) and RNA timeout are both configured, the first timeout occurrence takes precedence.

Desktop Heartbeat Interval—Default specifies 30 seconds. This interval timer specifies how long it takes the failover to occur on the assistant or manager desktop.

Desktop Request Timeout—Default specifies 30 seconds.

Cisco IPMA Server Port—Default specifies Port 2912.

Cisco IPMA includes the following general service parameters that must be configured:

CTI Manager (Primary) IP Address—No default. Enter the IP Address of the Cisco CallManager that has the Cisco IPMA service installed on it. The IP address can also specify any Cisco CallManager in the cluster that has an active Cisco CTIManager.

CTI Manager (Secondary) IP Address—No default. Administrator must manually enter this IP address.

Route Point Device Name—No default. Enter the Cisco IPMA route point device name (that you configure by using Device > CTI Route Point).

Trace Level—Default specifies error level.


Note Cisco CallManager Serviceability Trace Configuration does not support Cisco IPMA. Use the trace parameters in Cisco IPMA service parameters configuration to set trace settings.


Trace File Max Size—Default specifies 102,400 bytes.

Trace Num Files—Default specifies 10 files.

Starting the Cisco Tomcat Service

Cisco IPMA Service gets administered as an NT Service with the name Cisco Tomcat. Start or stop the Cisco IPMA service by choosing Start or Stop of the NT Service called Cisco Tomcat under Start > Programs > Administrative Tools > Services.

Manager and Assistant Device Configuration

The following topics provide configuration information for the manager and assistant:

Phones Configuration

Cisco IP Phone Services

Phones Configuration

Ensure the phones for the managers and assistant are configured properly for Cisco IPMA:

Using Cisco CallManager Administration (Device > Phone), add a Cisco IP Phone Model 7960 for each manager and assistant that will be using Cisco IPMA.

Using Cisco CallManager Administration (Feature > Cisco IP Phone Services), add Cisco IPMA service as a Cisco IP Phone service.

Using Cisco CallManager Administration (Device > Device Settings > Phone Button Template), add Cisco IP Phone Model 7914 template with at least 5 lines for each assistant.

Manager Phones

Using Cisco CallManager Administration (Device > Phone), configure the manager Cisco IP Phones with the following settings:

Standard IPMA Manager softkey template (must include the Immediate Divert and Transfer to Voice Mail softkeys)

Primary line

Voice-mail profile on primary line

Incoming intercom line to support the autoanswer with speaker phone or headset option

Speed dial for outgoing intercom targets

Subscribe to Cisco IP Phone Service, Cisco IPMA

Set user locale

Configuration Tips for Manager

Do not configure Call Forward All Calls on the manager primary DN because the manager cannot intercept calls that are routed to the assistant proxy DN when Call Forward All Calls is set.

Configure primary lines (IPMA controlled lines) and assign DNs; use the Managers partition and the CSS-I-E calling search space for these lines.

Configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space.

Assistant Phones

Using Cisco CallManager Administration (Device > Phone), configure the assistant Cisco IP Phones with the following settings:

Standard IPMA Assistant softkey template (must include the Immediate Divert and Transfer to Voice Mail softkeys)

Default 14-button expansion module

Primary line

Proxy lines for each configured manager

Incoming intercom line to support the autoanswer with speaker phone or headset option

Speed dial to incoming intercom line for each configured manager

Set user locale

Configuration Tips for Assistant

Configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space.

Configure a proxy line and assign a DN for each manager that the assistant will support; use the Everyone partition and the CSS-M-E calling search space.

Non-Manager and Non-Assistant Phone

In addition to configuring manager and assistant devices, configure all other users in the Cisco CallManager cluster. Proper configuration allows managers and assistants to make calls to and receive calls from all other users in the cluster.

Configuration Tips for Non-Manager and Non-Assistant

Use the Everyone partition for all other users.

Use the calling search space of CSS-I-E for all other users.

Cisco IP Phone Services

Add the Cisco IPMA service as a new Cisco IP Phone Service. Configure a name, description, and the URL for the Cisco IPMA service. The name and description that you enter should be in the local language as it displays on the manager Cisco IP Phone.

Provide a URL using the format
http://<server-ipaddress>/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#&locale=<user locale>

Configuration Tips

To provide redundancy for the Cisco IP Phone Service, create a Cisco IP Phone Service that uses the host name rather than the IP address. The phone functionality for softkeys and filtering, as well as the phone service, will fail over automatically in the case of a failover.

Ensure the user locale specifies the language in which you want the screens to appear. The default language specifies English_United_States. If a parameter is omitted, the default language gets chosen as the display language.

Manager and Assistant Configuration

From the Cisco CallManager User Information window, configure the settings for the managers and assistants who use the Cisco IPMA feature. From this window, perform the following functions:

Choose manager and assistant devices

Set up primary and incoming intercom lines for intercom capability. In Figure 2-5, the intercom line for the manager is extension 3102. This line will receive intercom calls from the assistant. Line 1 (1102) and line 2 (1103) display on the assistant console, and the assistant answers them (see Figure 2-7).

Configure assistants for managers (see Figure 2-6)

Set up proxy lines for each manager on the assistant phone (see Figure 2-6 and Figure 2-7). In Figure 2-6, assistant lines 4 and 5 take calls from manager lines 1102 and 1103. Figure 2-7 shows the proxy lines for the manager. The area on the assistant console, Lines on my phone, displays assistant lines 4 and 5 (manager lines 1102 and 1103).

Choose the local language in which the User Information window displays.

Figure 2-5 Cisco IPMA Configuration for Manager

Figure 2-6 Cisco IPMA Configuration for Assistant

Figure 2-7 Cisco IPMA Console for Assistant

The following sections provide details about configuring the manager and assistant settings:

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Modifying the Manager Configuration

Configuring Proxy and Incoming Intercom Lines for the Assistant

Modifying the Assistant Configuration

Configuring a Manager and Assigning an Assistant

Perform the following procedure to configure a Cisco IPMA manager and to assign an assistant to the manager. To configure a new user, see "Adding a New User" in the Cisco CallManager Administration Guide.


Tip Configure Cisco IPMA manager information before configuring Cisco IPMA information for an assistant.


Procedure


Step 1 To configure the IPMA manager and to assign an assistant to an existing user, choose User > Global Directory.

Step 2 To find the user that will be the IPMA manager, click the Search button or enter the user name in the field and click the Search button.

Step 3 To display user information for the chosen manager, click the user name.

The User Configuration window displays.

Step 4 To configure IPMA information for the manager, click Cisco IPMA from the Application Profiles list box.

Step 5 If this is the first time that this user is configured for IPMA, the User Configuration window displays a message to continue configuration for a manager or to cancel if the user is not a manager. Click the Continue button.

The User Configuration window redisplays and contains Manager Configuration information such as device name/profile and intercom lines.


Tip To view existing assistant configuration information, click the assistant name in the Assigned Assistants list. The assistant IPMA configuration information displays. To return to the manager configuration information, click the manager name in the Associated Managers list on the Assistant Configuration window.


Step 6 To assign an assistant to the manager, click the Add/Delete Assistants link.

The Assign Assistants windows displays.

Step 7 To find an assistant, click the Search button or enter the name of the assistant in the search field.

A list of available assistants displays in the window.

Step 8 Click the check box next to the name of the assistant that you want to assign to the manager.

A manager can have a maximum of 5 assigned assistants.

Step 9 To save and continue, click the Update button; otherwise, to return to the IPMA manager configuration window, click the Update and Close button.

The User Configuration displays the manager configuration, and the assistant that you configured displays in the Assigned Assistants list.

Step 10 To configure the intercom and IPMA lines for the manager, see the "Configuring Primary and Incoming Intercom Lines for the Manager" section.



Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.


Related Topics

Configuring Primary and Incoming Intercom Lines for the Manager

Modifying the Manager Configuration

Configuring Proxy and Incoming Intercom Lines for the Assistant

Modifying the Assistant Configuration

Adding a User, Cisco CallManager Administration Guide

Configuring Primary and Incoming Intercom Lines for the Manager

In the User Configuration window for the manager, the administrator can choose the device and line to be used for Cisco IPMA. The administrator also assigns a line for the IPMA intercom.

Perform the following procedure to configure the primary and incoming intercom line appearances for a manager.

Procedure


Step 1 To search for the user for whom you want to configure manager lines, choose User > Global Directory from Cisco CallManager Administration.

Step 2 Click the Search button or perform an advanced search.

A list of all configured users displays in the User Configuration window.

Step 3 Choose the manager to whom the IPMA lines will be configured.

The User Configuration window updates and displays information about the manager that you chose.

Step 4 From the Application Profiles box, click Cisco IPMA.

The User Configuration window redisplays and contains manager configuration and IPMA-controlled lines information.

Step 5 From the Device Name/Profile selection box, choose the device name or device profile to associate with the manager. Extension Mobility uses device profiles. For information about using Cisco CallManager Extension Mobility with Cisco IPMA, see the "Extension Mobility" section.


Note If the manager telecommutes, choose Device Profile. When Device Profile is chosen, the manager must log on the phone by using Extension Mobility before accessing IPMA.


Step 6 From the Intercom Line selection box, choose the intercom line appearance for the manager.

Step 7 In the IPMA Controlled Lines area, associate manager lines to the assistant proxy line. Choose the line number of the manager phone from the Available Lines selection box. Use the right and left arrows to choose the lines. Configure up to five IPMA-controlled lines.

Step 8 When the configuration is complete, click the Update button.

The update takes effect immediately.

Step 9 To assign an assistant to the manager, see the "Configuring a Manager and Assigning an Assistant" section.


Related Topics

Configuring a Manager and Assigning an Assistant

Modifying the Manager Configuration

Modifying the Manager Configuration

The administrator can update or delete Cisco IPMA information about a manager by using the Cisco CallManager Administration User Configuration window.

Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Deleting Cisco IPMA Information for the Manager

Updating the Manager Cisco IPMA Configuration

Deleting Cisco IPMA Information for the Manager

Perform the following procedure to delete Cisco IPMA information for a manager. To delete non-IPMA information for a manager, see the "Adding a User" section in the Cisco CallManager Administration Guide.

Procedure


Step 1 To search for the manager for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the name of the manager and click the Search button.

A list of configured users displays in the User Configuration window.

Step 3 Choose the manager whose Cisco IPMA information you want to delete.

Step 4 From the Application Profiles list, click Cisco IPMA.

The User Configuration window redisplays and contains IPMA manager configuration information.

Step 5 Click the Delete button.

The update takes effect immediately.



Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.


Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Updating the Manager Cisco IPMA Configuration

Updating the Manager Cisco IPMA Configuration

Perform the following procedure to update Cisco IPMA information for a manager. To update non-IPMA information for a manager, see the "Adding a User" section in the Cisco CallManager Administration Guide.

Procedure


Step 1 To search for the manager for whom you want to update IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the name of the manager and click the Search button.

A list of configured users displays in the User Configuration window.

Step 3 From the Application Profiles box, click Cisco IPMA.

The User Configuration window redisplays and contains IPMA manager configuration information.

Step 4 Update the information that you want changed such as device name, IPMA-controlled lines, or intercom line appearance.

Step 5 Click the Update button.

The update takes effect immediately.



Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.


Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Deleting Cisco IPMA Information for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Use the Cisco IPMA Assistant Configuration of the User Configuration window to configure the following items:

Device name of the assistant phone

Intercom line that the assistant uses to answer the manager calls

Proxy line of the assistant phone associated with the manager, the manager name, and the manager line. For example the assistant phone line 3 gets used to answer manager Mary Smith phone line 2.

A proxy line specifies a phone line that appears on the assistant Cisco IP Phone. For the assistant, configure a proxy line for each manager that is associated with the assistant. Cisco IPMA uses proxy lines to manage calls that are intended for a manager; for example, manager1. If the call-routing software determines that the call should be presented to the assistant because manager1 cannot accept the call, the call routes to the proxy line that is configured for manager1 on the assistant Cisco IP Phone.

Perform the following procedure to configure the proxy and incoming intercom line appearances for an assistant. To configure a new user, see the "Adding a User" section in the Cisco CallManager Administration Guide.


Tip You must configure the Cisco IPMA manager information and assign an assistant to the manager before configuring the Cisco IPMA information for an assistant. See "Configuring a Manager and Assigning an Assistant" section.


Procedure


Step 1 To configure the IPMA for an assistant and assign proxy and incoming intercom lines, choose User > Global Directory.

Step 2 To find the user that will be the assistant, click the Search button or enter the user name in the field and click the Search button.

Step 3 To display user information, click the user name.

The User Configuration window displays.

Step 4 To configure IPMA information for the assistant, click Cisco IPMA from the Application Profiles list.

Step 5 If this user has not been assigned to a manager as an assistant, the User Configuration window displays a message to continue configuration for a manager or cancel if the user is not a manager. Click the Cancel button.

Step 6 From the Device Name selection box, choose the device name to associate with the assistant.

Step 7 From the Intercom Line Appearance selection box, choose the incoming intercom line appearance for the assistant.


Tip To view existing manager configuration information, click the manager name in the Associated Managers list. The manager IPMA configuration information displays. To return to the assistant configuration information, click the assistant name in the Assigned Assistants list on the manager configuration window.


Step 8 Use the selection boxes in the Manager Association to Assistant Proxy Line area to assign and associate manager line numbers to the assistant line numbers.

Step 9 In the Proxy Line selection box, choose the assistant line.

Step 10 In the Manager Name selection box, choose the manager for whom this proxy line will apply.

Step 11 In the Manager Line selection box, choose the manager line for which this proxy line will apply.

Step 12 Click the Update button.

The update takes affect immediately.


Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Modifying the Assistant Configuration

The administrator can update or delete Cisco IPMA information about an assistant by using the Cisco CallManager Administration User Configuration window.

Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the Cisco IPMA Information for the Assistant

Updating the Assistant Cisco IPMA Configuration

Deleting the Cisco IPMA Information for the Assistant

Perform the following procedure to delete Cisco IPMA information for an assistant. To delete non-IPMA information for an assistant, see the "Adding a User" section in the Cisco CallManager Administration Guide.

Procedure


Step 1 To search for the assistant for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the user name of the assistant and click the Search button.

A list of configured users displays in the User Configuration window.

Step 3 From the Application Profiles list, click Cisco IPMA.

The User Configuration window redisplays and contains assistant configuration information.

Step 4 Click the Delete button.

The update takes effect immediately.



Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.


Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Updating the Manager Cisco IPMA Configuration

Updating the Assistant Cisco IPMA Configuration

Perform the following procedure to update Cisco IPMA information for an assistant. To update non-IPMA information for an assistant, see the "Adding a User" section in the Cisco CallManager Administration Guide.

Procedure


Step 1 To search for the assistant for whom you want to delete IPMA information, choose User > Global Directory from Cisco CallManager Administration.

Step 2 From the User Configuration window, click the Search button or enter the user name of the assistant and click the Search button.

A list of configured users displays in the User Configuration window.

Step 3 From the Application Profiles list, click Cisco IPMA.

The User Configuration window redisplays and contains assistant configuration information.

Step 4 Update the information such as device name, intercom line, or manager association information that you want changed.

Step 5 Click the Update button.

The update takes effect immediately.



Note When non-IPMA changes such as name, user locale, or PIN, are made to a user, the user (manager or assistant) must log out of Cisco IPMA and log in before the changes occur.


Related Topics

Configuring a Manager and Assigning an Assistant

Configuring Primary and Incoming Intercom Lines for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the Cisco IPMA Information for the Assistant

Dial Rules Configuration

The administrator uses dial rules configuration to add and sort the priority of dialing rules. Dial rules for Cisco IPMA automatically strip numbers from or add numbers to telephone numbers that the assistant dials. For example, the dial rules automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line.

The assistant can perform a directory search from the assistant console. The directory entry can be dragged and dropped to the My Calls panel on the assistant console, which invokes a call to the number that is listed in the entry. The dial rules get applied to the number that is listed in the entry before the call gets made.

The following sections describe dial rules configuration:

Dial Rules Configuration Design

Dial Rules Configuration Error Checking

Adding a Dial Rule

Modifying a Dial Rule

Dial Rules Configuration Design

The Dial Rules Configuration window organization includes sections:

Dial Rule Creation—Contains four fill-in-the-blank fields and the Insert button. You must specify at least one consequence for the rule. Dial rules get added to the bottom of the Dial Rules List. Use the up and down arrows to reposition dial rules.

Condition—Distinguish between telephone numbers that are based on the initial string of digits or on the length of the number, or both. The distinguishing string of digits can include as many as 100 characters. A rule only gets applied to a dialed number if all the conditions are met.

Consequence—Remove numbers from the front of the dialed number, or add numbers to the front, or both.

Dial Rules List—Lists the rules in order of priority. The rule priority list goes from top to bottom and gets applied in that order. If a number satisfies the rule condition, the rule applies and no subsequent rules get considered. You can modify, reprioritize, and delete rules.

The following example provides a dial rule condition and the consequence when creating a dial rule.

Condition

If the phone number begins with (the field is blank)—This condition leaves blank one or more digits at the beginning of the number that the assistant dialed. For example, if the assistant dialed either 1, 1500, or 1500555, each would match the dial number 15005556262.

and the number of digits is (the field is blank)—This condition leaves blank the total number of digits in the telephone number that the assistant dialed. For example, if the dial number is 915005556262, the number of digits equals 12.

Consequence

Remove blank digits from the beginning—Cisco IPMA deletes this number of digits from the front of the dialed number. For example, if 4 is specified, and the dialed number is 15005556262, Cisco IPMA removes 1500, leaving 5556262.

and prefix it with (this field is blank)—After removing the specified number of digits, Cisco IPMA adds this string of numbers to the front of the dialed number. For example, if 9 was specified, Cisco IPMA adds 9 to the front of the dialed number (could be specifying an outside line).

Dial Rules Configuration Error Checking

The Cisco IPMA dial rules perform the following error checking in the Dial Rule Creation section of the Dial Rules Configuration window:

The phone number begins with field supports only digits and the characters +*#. The length cannot exceed 100 characters.

The number of digits is field supports only digits, and the value in this field cannot be less than the length of the pattern that is specified in the pattern field.

The remove digits field supports only digits, and the value in this field cannot be more than the value in the number of digits is field.

The prefix it with field supports only digits and the characters +*#. The length cannot exceed 100 characters.

Ensure that dial rules are unique.

The remove digits field and the prefix it with field cannot both be blank for a dial rule.

Adding a Dial Rule

Perform the following procedure to add a Cisco IPMA dial rule for the assistant. See the "Dial Rules Configuration Error Checking" section and the "Dial Rules Configuration Design" section for dial rule design and error checking.

Procedure


Step 1 From Cisco CallManager Administration, choose Route Plan > Application Dial Rules.

The Dial Rules Configuration window displays.

Step 2 In the phone number begins with field, enter a digit or the characters +*# or leave blank.

Step 3 In the number of digits is field, enter a digit or leave blank.

Step 4 In the remove digits field, enter a digit or leave blank. Apply proper dial rules (see the "Dial Rules Configuration Design" section).

Step 5 In the prefix it with field, enter a digit or the characters +*#, or leave blank. Apply proper dial rules (see the "Dial Rules Configuration Design" section).

Step 6 Click the Insert button.

For the rule to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.


Modifying a Dial Rule

The administrator can update, delete, or reprioritize a dial rule from the Dial Rules Configuration window.

Related Topics

Dial Rules Configuration

Adding a Dial Rule

Updating a Dial Rule

Deleting a Dial Rule

Reprioritizing a Dial Rule

Updating a Dial Rule

Perform the following procedure to update a dial rule.

Procedure


Step 1 From Cisco CallManager Administration, choose Route Plan > Application Dial Rules.

Step 2 From the Dial Rules list, choose the rule that you want to update and make the updates.

Step 3 Click the Update button.

For the update to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.


Deleting a Dial Rule

Perform the following procedure to delete a dial rule.

Procedure


Step 1 From Cisco CallManager Administration, choose Route Plan > Application Dial Rules.

Step 2 From the Dial Rules list, check the check box next to the rule that you want to delete. You may delete more than one rule at a time.

Step 3 Click the Delete Selected button.

For the delete to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.


Reprioritizing a Dial Rule

Perform the following procedure to reprioritize a dial rule.

Procedure


Step 1 From Cisco CallManager Administration, choose Route Plan > Application Dial Rules.

Step 2 From the Dial Rules list, choose the rule that you want to move.

Step 3 Use the up and down arrows to move the rule up or down the Dial Rule list.

Step 4 Click the Update button.

For the move to take affect, start and start the Cisco Tomcat service. Refer to the Cisco CallManager Serviceability Administration Guide.


Configuring the LDAPConfig.ini File for Corporate Directory Use

Cisco CallManager provides a default directory that the assistant accesses from the Assistant Console. If the assistant needs access to a corporate directory (accessing Cisco CallManager interclusters), you must update the LDAPConfig.ini file and store it on the primary and backup IPMA servers.

Perform the following procedure to configure the LDAPConfig.ini file to access a corporate directory.

Procedure


Step 1 To access the LDAPConfig.ini file, go to the following directory:

C:\Program Files\Cisco\MA\LDAPConfig.ini

Step 2 With the file open, edit the fields described in Table 2-2.

You must update the following fields in the LDAPConfig.ini file to access the corporate directory:

COMMON_NAME

DEPARTMENT

SEARCH_CN

LDAP_URL

SEARCH_BASE


Table 2-2 LDAPConfig.ini Configuration Settings 

Field
Description
Directory Attributes

FIRST_NAME=

Default specifies givenname, the first name attribute as defined in the directory schema.

MIDDLE_INITIALS=

Default specifies middleinitial, the middle name attribute as defined in the directory schema.

LAST_NAME=

Default specifies sn, the last name attribute as defined in the directory schema.

COMMON_NAME=

Default specifies cn, the common name or nickname attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using a nickname (for example, Bob, instead of Robert).

TELEPHONE_NUMBER=

Default specifies telephonenumber, the telephone number attribute as defined in the directory schema.

USERID=

Default specifies uid, the user ID attribute as defined in the directory schema.

DEPARTMENT=

Default specifies departmentnumber, the department number or name attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using the department name or number.

Connection Details

MAX_DIR_
CONNECTION=

Default specifies 2. By default, the IPMA software keeps two live directory connections for directory searches. If more than two directory connections are required, increase the number.

INITIAL_DIR_
CONNECTION=

The default specifies two.

SEARCHSIZE=

Default specifies 25. Do not change this limit.

MAX_TIME_LIMIT=

The default specifies zero (no time limit) seconds to return a search.

SEARCH_CN=

Default specifies true. Set this field to true if you want the user to search the directory by using the common name (nickname). The value that you enter in the COMMON_NAME field specifies the nickname.

MANAGER_DN=

Leave this field blank if the directory allows anonymous searches. If anonymous searches are not allowed, ensure that this field contains a setting similar to cn=CCM SysUser,ou=Users,o=<company.com>

MANAGER_PASSWORD=

This field specifies the password of the MANAGER_DN defined.

LDAP_URL=

Ensure that this field always contains a URL address and port number of the corporate directory. The URL address uses the format ldap://ldap.<company.com:port#>

SEARCH_BASE=

Default specifies ou=active,ou=employees,ou=people,
o=<company.com> as the search base for the users.


Providing Information to Cisco IPMA Managers and Assistants

Install the assistant console application for Cisco IPMA by accessing a URL. The administrator sends the URL, in the "Installing the Assistant Console Application" section, to the assistant.


Note The assistant console application installation program supports Netscape 4.7 and 6.7 and Internet Explorer 5.5 and 6.


Installing the Assistant Console Application

Begin the installation by accessing the following URL:

http://<IPMA server>/ma/Install/IPMAConsoleInstall.jsp

where:

IPMA server specifies the IP address of the server that has the IPMA service running on it.


Tip You can localize the installer (with the proper localization pack) by including the proper parameter on the URL; for example, for French, you would include the following at the end of the URL: ?locale=french_france.


The assistant console installation package for Cisco IPMA resides in the directory C:\Program Files\Cisco\MA\Tomcat\webapps\ma\Install\Package. The installation package contains a script file, installscript.txt, which controls the installation. To change the behavior of the assistant console installation for Cisco IPMA, the administrator may modify the script file.


Note To install the Assistant Console application on a computer with Microsoft IE version 6 on Windows XP, install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. See "Troubleshooting Features and Services," for more information.


Script File Parameters

You can change the following parameters:

ShowTrace—Default specifies false. If this parameter is set to true, detailed information about the progress of the installation gets presented to the administrator as a scrolling log that is used for debugging installation issues. The trace that is presented here also gets written to the InstallLog.txt file that the install places on the client computer.

ShowDialog—Default specifies false. The administrator may want to change this parameter most often. If this parameter is set to false, the installation dialog does not display. The installation dialog may display to allow the administrator to choose the directory where the assistant console for Cisco IPMA will be installed and whether the desktop and start menu shortcuts will be created.

DefaultInstallPath—The path of the directory where the assistant console software gets installed. The default specifies the following path: C:\Program Files\Cisco\IPMA Assistant Console\.

CreateDesktopShortcut—Default specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created on the assistant console desktop. If ShowDialog is true, this parameter determines the default state of the Desktop Shortcut option in the installation dialog.

CreateStartMenuShortcut—Default specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco IPMA > IPMA Assistant Console). If ShowDialog is true, this parameter determines the default state of the Start menu shortcut option in the installation dialog.

Manager Configuration

Managers can customize their feature preferences from the Manager Configuration window by using the following URL:

http://<IPMA server>/ma/desktop/maLogin.jsp

where:

IPMA server specifies the IP address of the server that has the Cisco IPMA service running on it.


Note The Manager Configuration only supports Microsoft Internet Explorer 5.5 and above.


The administrator must send this URL to the manager.

Troubleshooting Cisco IPMA

Cisco IPMA provides troubleshooting tools for the administrator. Tools include performance counters and alarms, which are part of Cisco CallManager Serviceability. For more information about performance counters and alarms, refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide.

For information about troubleshooting tools, error messages, and how to recover from Cisco IPMA problems, see "Troubleshooting Features and Services."

Where to Find More Information

Related Topic

Softkey Templates, Cisco CallManager System Guide

Additional Cisco Documentation

Cisco IP Manager Assistant User Guide

Cisco CallManager Administration Guide

Cisco CallManager Serviceability Administration Guide

Cisco CallManager Serviceability System Guide

Bulk Administration Tool User Guide for Cisco CallManager

Troubleshooting Guide for Cisco CallManager