Cisco Unified CallManager Features and Services Guide, Release 4.2(3)
Cisco Unified CallManager Assistant With Proxy Line Support
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Cisco Unified CallManager Assistant With Proxy Line Support

Table Of Contents

Cisco Unified CallManager Assistant With Proxy Line Support

Introducing Cisco Unified CallManager Assistant

Cisco Unified CallManager Assistant Architecture Overview

Cisco IP Manager Assistant Service

Desktop Interface

Cisco Unified IP Phone Interface

Cisco Unified CallManager Assistant Database and Directory Access Architecture

Manager Interfaces

Assistant Interfaces

Softkeys

Manager Assistant Administration Interface

System Requirements for Cisco Unified CallManager Assistant with Proxy Line Support

Interactions and Restrictions

Interactions

Bulk Administration Tool

Extension Mobility

Reporting Tools

Multilevel Precedence and Preemption (MLPP)

Time-of-Day Routing

Message Waiting Indicator (MWI)

Restrictions

Installing and Activating Cisco Unified CallManager Assistant

Configuring Cisco Unified CallManager Assistant with Proxy Line Support

Configuration Checklist for Cisco Unified CallManager Assistant with Proxy Line Support

System Configuration with Proxy Line Support

Cisco Unified CallManager Assistant Configuration Wizard

Calling Search Space and Partitions

Cisco Unified CallManager Assistant CTI Route Point

Setting the Service Parameters for Cisco IP Manager Assistant

Starting the Cisco IP Manager Assistant Service

Cisco Unified IP Phone Service Configuration

Manager and Assistant Phone Configuration

Manager Phones

Assistant Phones

Nonmanager and Nonassistant Phones

Manager and Assistant Configuration

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Deleting Information for the Manager

Updating the Manager Configuration

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the Information for the Assistant

Updating the Assistant Configuration

Dial Rules Configuration

Configuring the LDAPConfig.ini File for Corporate Directory Use

Providing Information to Managers and Assistants

Installing the Assistant Console Application

Script File Parameters

Manager Configuration

Troubleshooting Cisco Unified CallManager Assistant

Where to Find More Information


Cisco Unified CallManager Assistant With Proxy Line Support


The Cisco Unified CallManager Assistant feature enables managers and their assistants to work together more effectively. Cisco Unified CallManager Assistant supports two modes of operation: proxy line support and shared line support. The Cisco IP Manager Assistant service supports both proxy line and shared line support simultaneously in a cluster. For information about Cisco Unified CallManager Assistant with shared line support, see Cisco Unified CallManager Assistant With Shared Line Support.

The feature comprises a call-routing service, enhancements to phone capabilities for the manager and the assistant, 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 on the basis of preconfigured call filters. The manager can change the call routing dynamically; for example, by pressing a softkey on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.

Cisco Unified 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.

This chapter provides the following information about Cisco Unified CallManager Assistant:

Introducing Cisco Unified CallManager Assistant

System Requirements for Cisco Unified CallManager Assistant with Proxy Line Support

Interactions and Restrictions

Installing and Activating Cisco Unified CallManager Assistant

Configuring Cisco Unified CallManager Assistant with Proxy Line Support

Configuring the LDAPConfig.ini File for Corporate Directory Use

Providing Information to Managers and Assistants

Troubleshooting Cisco Unified CallManager Assistant

Where to Find More Information

Introducing Cisco Unified CallManager Assistant

The following sections provide information about the Cisco Unified CallManager Assistant feature:

Cisco Unified CallManager Assistant Architecture Overview

Cisco Unified CallManager Assistant Database and Directory Access Architecture

Manager Interfaces

Assistant Interfaces

Softkeys

Manager Assistant Administration Interface

Cisco Unified CallManager Assistant Architecture Overview

The Cisco Unified CallManager Assistant feature architecture comprises the Cisco IP Manager Assistant service, the desktop interfaces, and the Cisco Unified IP Phone interfaces. See Figure 2-1.

Cisco IP Manager Assistant service routes calls that are presented to a CTI route point that is defined in the Cisco IP Manager Assistant service parameters. See the "Setting the Service Parameters for Cisco IP Manager Assistant" section.

Related Topics

Cisco IP Manager Assistant Service

Desktop Interface

Cisco Unified IP Phone Interface

Figure 2-1 Cisco Unified CallManager Assistant Architecture

Cisco IP Manager Assistant Service

Cisco Tomcat loads the Cisco IP Manager Assistant service, a servlet. Cisco Tomcat, an NT service, gets installed at Cisco Unified CallManager installation.

The Cisco IP Manager Assistant service gets installed on all Cisco Unified CallManager servers in a cluster. When started, the Cisco IP Manager Assistant service checks whether it is one of the IPMA servers that are configured in the clusterwide service parameter, Primary IPMA Server (Primary) IP Address. If it is, the Cisco IP Manager Assistant service attempts to become the active Cisco IP Manager Assistant service. Currently, a Cisco Unified CallManager cluster supports only one active Cisco IP Manager Assistant service.

The Cisco IP Manager Assistant service performs the following tasks:

Hosts the HTTP services that run on the manager phone.

Hosts the web pages that the manager uses for configuration.

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

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

Accesses data from the database and directory.

Supports the Assistant Console application.

Figure 2-2 Cisco Unified CallManager Assistant Routing Logic for Proxy Line Support

Cisco Unified CallManager Assistant provides support for redundancy. To achieve redundancy, you must configure a second Cisco IP Manager Assistant service in the same cluster.

Cisco Unified CallManager Assistant implements 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 desktop heartbeat interval service parameter (see the "Setting the Service Parameters for Cisco IP Manager Assistant" section) determines the time that the application takes to detect failure. A shorter desktop heartbeat interval leads to faster failover. See Figure 2-3.

Figure 2-3 Cisco Unified CallManager Assistant Redundancy

The Cisco IP Manager Assistant 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.

Desktop Interface

Cisco Unified CallManager Assistant supports the following desktop interfaces for managers and assistants:

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

Manager configuration (used to configure send all calls target, immediate divert target, and filters)

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

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

For more information about how to use the Cisco Unified CallManager Assistant features, refer to the Cisco Unified CallManager Assistant User Guide.

Cisco Unified IP Phone Interface

Assistants use softkeys to access the Cisco Unified CallManager Assistant features, and managers use softkeys and the Cisco Unified IP Phone Services button. For more information about how to use the Cisco Unified CallManager Assistant Phone features, refer to the Cisco Unified CallManager Assistant User Guide.

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

Cisco Unified CallManager Assistant Database and Directory Access Architecture

The database stores all dynamic data (such as login status and 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, and language).

When the manager or assistant logs in, the Cisco IP Manager Assistant 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 Unified CallManager Assistant automatically logs a manager into the Cisco IP Manager Assistant service when the Cisco IP Manager Assistant service starts.

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

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

You can enable filtering and choose filter mode by using the Cisco Unified 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 Unified CallManager Assistant User Guide for more information.

Assistant Interfaces

The assistant accesses the Cisco Unified CallManager Assistant features by using the Assistant Console application and the Cisco Unified 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.


Note As an alternative to the assistant interface, the assistant can use the Cisco Unified CallManager Assistant phone application that is available on the assistant phone for call control, setting assistant preferences, and monitoring manager call activity. The assistant can select the desktop interface (console), the Cisco Unified CallManager Assistant phone application, or both simultaneously. For more information, see the Cisco Unified CallManager Assistant User Guide.


The Assistant Console displays the assistant lines and the manager proxy lines. A proxy line specifies a phone line that appears on the assistant Cisco Unified IP Phone. Assistants use the proxy lines to manage calls that are intended for a manager. For more information on setting up proxy lines, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.

You can access Intercom and Distinctive Ringing on the assistant Cisco Unified 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 Unified CallManager Assistant User Guide for more information.

Softkeys

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

Cisco Unified CallManager Assistant supports the following softkey templates:

Standard Manager—Supports manager for proxy mode

Standard Shared Mode Manager—Supports manager for shared mode

Standard Assistant—Supports assistant in proxy or shared mode

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 managers and assistants use.


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 Cisco Unified CallManager includes. Use Softkey Template configuration in Cisco Unified CallManager Administration to associate softkey templates with Cisco Unified CallManager Assistant devices and to create custom softkey templates. See Softkey Template Configuration in the Cisco Unified CallManager Administration Guide.

Manager Assistant Administration Interface

The administrator uses the User menu options of Cisco Unified 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 Unified CallManager Assistant with Proxy Line Support

Cisco Unified CallManager Assistant with proxy line support requires the following software components to operate:

Cisco CallManager 3.3 or later

Microsoft Windows 2000

Microsoft Internet Explorer or Netscape Navigator:

Cisco Unified CallManager Assistant administration (using Cisco Unified CallManager Administration) supports Netscape 7.1 and Internet Explorer 6.0 or later.

The Assistant Console application installation program supports Netscape 7.1 and Internet Explorer 6.0 (see the "Interactions and Restrictions" section for more information).

The Assistant desktop application supports Microsoft Windows 2000 and Microsoft Windows XP.

The Manager Configuration application supports Internet Explorer 6.0 or later.

Bulk Administration Tool (BAT) if using the Cisco Unified CallManager Assistant Configuration Wizard

The following phones support Cisco Unified CallManager Assistant:

Cisco Unified IP Phone Model 7970/71

Cisco Unified IP Phone Model 7960/61

Cisco Unified IP Phone Model 7940/41 (see the "Restrictions" section)


Note Cisco Unified IP Phone Model 7960/61 that is running Cisco Unified CallManager Assistant may be equipped with a Cisco Unified IP Phone Expansion Module 7914.


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

Interactions and Restrictions

The following sections describe the interactions and restrictions for Cisco Unified CallManager Assistant with proxy line support.

Interactions

Restrictions

Interactions

The following sections describe how Cisco Unified CallManager Assistant with proxy line support interacts with Cisco Unified CallManager applications and call processing:

Bulk Administration Tool

Extension Mobility

Reporting Tools

Multilevel Precedence and Preemption (MLPP)

Time-of-Day Routing

Message Waiting Indicator (MWI)

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 more information.

Related Topics

Cisco Unified CallManager Assistant Configuration Wizard

Nonmanager and Nonassistant Phones

Cisco Unified IP Phone Service Configuration

Extension Mobility

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

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

Reporting Tools

Cisco Unified CallManager Assistant provides statistical 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 Unified CallManager Assistant 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 Unified CallManager Serviceability supports inventory reporting. Refer to the Cisco Unified CallManager Serviceability System Guide and the Cisco Unified CallManager Serviceability Administration Guide for more information.

IPMAChangeLog.txt

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

An assistant can change the manager defaults from the Assistant Console.


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


When changes are made, the information gets sent to a log file that is called IPMAChangeLog.txt. The log file resides on the server that runs the Cisco IP Manager Assistant service at the following location:

c:\Program Files\Cisco\Trace\IPMA\IPMAChangeLog.txt

The administrator can change the name of this log file.

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 manager or the assistant made the change

by Userid—The userid of the manager or assistant who made 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 To open the ConfigChange*.log file, choose File > Open.

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.


Multilevel Precedence and Preemption (MLPP)

The following points describe the interactions between Cisco Unified CallManager Assistant with proxy line support and MLPP:

Cisco Unified CallManager Assistant preserves call precedence in the handling of calls. For example, when an assistant diverts a call to a manager, Cisco Unified CallManager Assistant preserves the precedence of the call.

Filtering of precedence calls occurs in the same manner as all other calls. The precedence of a call will not affect whether a call is filtered.

Because Cisco Unified CallManager Assistant does not perceive the precedence of a call, it does not provide any additional indication of the precedence of a call on the assistant console.

Time-of-Day Routing

Time-of-Day routing routes calls to different locations based on the time that the call gets made; for example, during business hours, calls get routed to a manager office, and after hours, the calls go directly to voice mail.

Partitions specify the time schedule and time zone that Time-of-Day routing uses. Cisco Unified CallManager Assistant partitions and partitions in Cisco Unified CallManager Assistant calling search spaces support Time-of-Day routing.

For more information about Time-of-Day routing, see Time-of-Day Routing in the Cisco Unified CallManager System Guide.

Message Waiting Indicator (MWI)

The Message Waiting Indicator (MWI) on and off numbers should have the partition of the manager line in their calling search space. The partition can exist in any order of priority within each calling search space. For more information on configuring message waiting indicators, see Configuring Message Waiting in the Cisco Unified CallManager Administration Guide.

Restrictions

The following restrictions apply to Cisco Unified CallManager Assistant:

One manager can have up to 10 assigned assistants.

One assistant can support up to 33 managers (if each manager has one Cisco Unified CallManager Assistant—controlled line).

Cisco Unified CallManager Assistant supports up to 1250 managers and 1250 assistants per Cisco Unified CallManager cluster when the MCS 7845 Server is used.

Cisco Unified CallManager Assistant does not support hunt groups/queues.

Cisco Unified CallManager Assistant does not support record and monitoring.

Cisco Unified CallManager Assistant does not support onhook transfer (the ability to transfer a call by pressing the Transfer softkey and going on hook to complete the transfer).

Cisco Unified CallManager Assistant does not support the one-touch Call Pickup feature.

Cisco Unified IP Phone Model 7940/41 supports only two lines or speed-dial buttons.

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 the Troubleshooting Guide for Cisco Unified CallManager for more information.

Installing and Activating Cisco Unified CallManager Assistant

Cisco Tomcat loads Cisco Unified CallManager Assistant, a servlet. Cisco Tomcat, an NT service, gets installed and started at Cisco Unified CallManager installation. For more information, see the "Cisco IP Manager Assistant Service" section.

The administrator performs three steps after installation to make Cisco Unified CallManager Assistant available for system use:

1. Use Cisco Unified CallManager Serviceability Service Activation, located on the Tools menu, to activate the Cisco IP Manager Assistant service. Refer to the Cisco Unified 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 IP Manager Assistant" section.

3. Use Tomcat Manager web page to stop and start the Cisco IP Manager Assistant service. See the "Starting the Cisco IP Manager Assistant Service" section.


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


Configuring Cisco Unified CallManager Assistant with Proxy Line Support

For successful configuration of Cisco Unified CallManager Assistant, review the steps in the configuration checklist, perform the system, user, and device configuration requirements, and configure the managers and assistants.


Note Cisco Unified CallManager Assistant with proxy line support coexists in the same Cisco Unified CallManager cluster with Cisco Unified CallManager Assistant with shared line support. For configuration information about shared line support, see Configuring Cisco Unified CallManager Assistant with Shared Line Support.


The following sections provide configuration information:

Configuration Checklist for Cisco Unified CallManager Assistant with Proxy Line Support

System Configuration with Proxy Line Support

Setting the Service Parameters for Cisco IP Manager Assistant

Starting the Cisco IP Manager Assistant Service

Cisco Unified IP Phone Service Configuration

Manager and Assistant Phone Configuration

Manager and Assistant Configuration

Configuration Checklist for Cisco Unified CallManager Assistant with Proxy Line Support

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

Before You Begin

The information in the checklist assumes that you have already configured the phones and the users and have associated the devices to the users. Refer to Adding a User, Associating Devices to a User, and Adding a Phone in the Cisco Unified CallManager Administration Guide.

Table 2-1 Cisco Unified CallManager Assistant Configuration Checklist
with Proxy Line Support 

Configuration Steps
Related Procedures and Topics

Step 1 

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

Cisco Unified CallManager Serviceability Administration Guide

Step 2 

Configure system administration parameters:

Add three partitions.

Add two calling search spaces.

Add the CTI route point for Cisco Unified CallManager Assistant. You can have only one route point per server.

Configure Cisco IP Manager Assistant service parameters.

Tip To automatically configure these system administration parameters, use the Cisco Unified CallManager Assistant Configuration Wizard. For more information, see the "Cisco Unified CallManager Assistant Configuration Wizard" section.

Add the partition of the manager line to the calling search space of the Message Waiting Indicator (MWI) on and off number (if MWI is required).

Calling Search Space and Partitions

Adding a Partition, Cisco Unified CallManager Administration Guide

Adding a Calling Search Space, Cisco Unified CallManager Administration Guide

Cisco Unified CallManager Assistant CTI Route Point

Adding a CTI Route Point, Cisco Unified CallManager Administration Guide

Cisco Unified CallManager Assistant Configuration Wizard

Setting the Service Parameters for Cisco IP Manager Assistant

Service Parameters Configuration, Cisco Unified CallManager Administration Guide

Configuring Message Waiting, Cisco Unified CallManager Administration Guide

Step 3 

Using the Tomcat Manager window, stop and start the Cisco IP Manager Assistant service.

Starting the Cisco IP Manager Assistant Service

Step 4 

Configure phone parameters:

Add Assistant Primary Service as a Cisco Unified IP Phone service. If necessary, add Assistant Secondary service pointing to the Cisco Unified CallManager Assistant backup server as a Cisco IP Unified Phone service.

Configure Cisco Unified IP Phone.

Cisco Unified IP Phone Service Configuration

Adding a Cisco Unified IP Phone Service, Cisco Unified CallManager Administration Guide

Adding Phone Button Templates, Cisco Unified CallManager Administration Guide

Step 5 

Configure manager and assistant Cisco Unified IP Phone parameters:

Set up manager phone.

Set up assistant phone.

Configuring Cisco Unified IP Phones, Cisco Unified 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 Unified IP Phone Service, Cisco Unified CallManager Assistant Primary Phone Service. If necessary, subscribe to Cisco Unified IP Phone Service, Cisco Unified CallManager Assistant Secondary Phone Service.

Set user locale.

Reset the phone.

Tip To automatically configure some manager phone settings, choose the automatic configuration check box on the User Information window when configuring the manager. For more information, see the "Manager Phones" section.

Manager and Assistant Phone Configuration

Finding a Phone, Cisco Unified CallManager Administration Guide

Updating a Phone, Cisco Unified CallManager Administration Guide

Adding a Directory Number, Cisco Unified CallManager Administration Guide

Updating a Directory Number, Cisco Unified CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco Unified CallManager Administration Guide

Cisco Unified IP Phone Service Configuration

Configuring Cisco Unified IP Phone Services, Cisco Unified CallManager Administration Guide

Resetting a Phone, Cisco Unified CallManager Administration Guide

Step 7 

Configure assistant phone settings:

Assign a softkey template.

Add a Cisco 14-button Expansion Module (7914).

Assign the Standard Assistant phone button template.

Add a primary line.

Add proxy lines for each configured manager.

Set up voice-mail profile on proxy line that corresponds to the manager primary line.

Add incoming intercom line.

Add speed dial to the incoming intercom line for each configured manager.

Set user locale.

Reset the phone.

Tip To automatically configure some assistant phone settings, choose the Automatic Configuration check box on the User Information window when you are configuring the assistant. For more information, see the "Assistant Phones" section.

Manager and Assistant Phone Configuration

Finding a Phone, Cisco Unified CallManager Administration Guide

Updating a Phone, Cisco Unified CallManager Administration Guide

Adding a Directory Number, Cisco Unified CallManager Administration Guide

Configuring Speed-Dial Buttons, Cisco Unified CallManager Administration Guide

Resetting a Phone, Cisco Unified CallManager Administration Guide

Step 8 

Configure Cisco Unified CallManager 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 for Proxy Line Mode

Deleting Information 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 Unified CallManager Assistant User Guide

System Configuration with Proxy Line Support

Because the Cisco IP Manager Assistant service intercepts calls that are made to managers who are using proxy line mode, it requires configuration of partitions, calling search spaces, and route points. For more information on configuring Cisco Unified CallManager Assistant, see the "Configuration Checklist for Cisco Unified CallManager Assistant with Proxy Line Support" section.

You must perform the following configurations before you configure devices and users for Cisco Unified CallManager Assistant:

Calling Search Space and Partitions

Cisco Unified CallManager Assistant CTI Route Point

Cisco Unified CallManager Assistant provides a one-time-use configuration wizard that helps the administrator configure partitions, calling search spaces, a route point, and the Cisco Unified CallManager Assistant phone service. The Cisco Unified CallManager Assistant Configuration Wizard also creates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. For more information on the Cisco Unified CallManager Assistant Configuration Wizard, see the "Cisco Unified CallManager Assistant Configuration Wizard" section.


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


Cisco Unified CallManager Assistant Configuration Wizard

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


Note The Cisco Unified CallManager Assistant Configuration Wizard only creates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. You must enter the remaining service parameters manually. For service parameter information, see the "Setting the Service Parameters for Cisco IP Manager Assistant" section.


The Cisco Unified CallManager Assistant 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 to the appropriate information.

Perform the following procedure to configure the Cisco Unified CallManager Assistant system parameters by using the Cisco Unified CallManager Assistant Configuration Wizard.

Before You Begin

Ensure that the configuration wizard runs from the same server (the Cisco Unified CallManager publisher server) as the Bulk Administration Tool (BAT).

Procedure


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

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


Note You can use the Cisco Unified CallManager Assistant Configuration Wizard only once in a Cisco Unified 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 Cisco Unified CallManager Assistant wizard process, 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 CTI Route Point 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 Assistant 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 Additional Route Partitions for This Calling Search Space automatically list Partitions for the Assistant 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 Everyone 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 list Partitions for the Everyone 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.

The CTI Route Point window displays.

Step 13 Enter a name in the CTI route point name field; otherwise, use the default CTI route point name.

Step 14 From the drop-down selection list box, choose the appropriate device pool.

Step 15 Enter a route point directory number; otherwise, use the default route point directory number.

Step 16 Click the Next button.

The Cisco Unified CallManager Assistant Primary Phone Service window displays.

Step 17 Enter the primary Phone Service name; otherwise, use the default Phone Service name.

Step 18 From the drop-down list box, choose the Primary Cisco Unified CallManager Assistant server or enter a server name or IP address.

Step 19 Click the Next button.

The Cisco Unified CallManager Assistant Secondary Phone Service window displays.

Step 20 Enter the Secondary Phone Service Name; otherwise, use the default Phone Service name.

Step 21 From the drop-down list box, choose the secondary Cisco Unified CallManager Assistant server or enter a server name or IP address.

Step 22 Click the Next button.

Step 23 Enter the Secondary Phone Service name; otherwise, use the default name.

Step 24 From the drop-down selection list box, choose the secondary Cisco Unified CallManager Assistant server or enter a server name or IP address in the Enter Server Name/IP Address field


Note The system uses the secondary server if the primary Cisco Unified CallManager Assistant server is down. Do not enter the primary server name/IP address for the secondary server. If you do not have a secondary server, choose None.


Step 25 Click the Next button.

The Summary window displays. It provides all the information that the administrator chose while using the configuration wizard. If the information is not correct, the administrator can cancel the configuration process or return to the previous configuration windows.

Step 26 To allow the configuration process to execute, click the Submit button; otherwise, to cancel the configuration process, click the Cancel button.

Upon completion, a final status window displays. The window shows the success or failure of each part of the wizard.

Any errors that the configuration wizard generates get sent to the IPMAConfigWizard<year><month><day><hour><minute><second>.txt file that is located in c:\Program Files\Cisco\Trace\MA (for example, IPMAConfigWizard20020826095412.txt).

With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, a route point, and the IPMA phone service. The wizard populates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. Additionally, the wizard creates the manager phone template, the assistant phone template, and the Everyone phone template that BAT uses to configure phones for use with Cisco Unified CallManager Assistant. Refer to the Bulk Administration Tool User Guide for information about configuring the manager and assistant devices.


Calling Search Space and Partitions

A Cisco CTI 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 Unified CallManager Assistant uses calling search spaces. Calls from lines that the Cisco IP Manager Assistant service must route or act upon should have a calling search space that has the route point partition (you can call this partition CTI Route Point) that is configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example.


Note For a manager who has multiple lines and who uses proxy line support, those lines must fall in the range covered by the route point (for example, a route point of 1xxx means that manager lines must fall in 1000 - 1999 range).


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 comprises Cisco Unified CallManager Assistant and Everyone, the search for the manager primary line begins with the CTI Route Point partition. Because the CTI route point matches the manager primary number, the call gets presented to the route point. The Cisco IP Manager Assistant 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 that is called Cisco Unified CallManager Assistant and Everyone. Examples of lines that require this calling search space configuration include manager primary and private lines, assistant primary line, and all other user lines.

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

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

Figure 2-4 Cisco Assistant Calling Search Space and Partition Configuration Example for Proxy Line Support

Configuration Tips

Create three partitions that are called CTI Route Point, 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 CTI Route Point and Everyone

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

Configure all assistants lines and other users lines in the partition that is called Everyone.

Configure the Cisco CTI route point in the partition that is called CTI Route Point.

Configure the MWI On/Off numbers with a calling search space CSS-M-E.

Cisco Unified CallManager Assistant CTI Route Point

You can have only one Cisco Unified CallManager Assistant CTI route point for each server. The directory numbers of Cisco CTI route points must match the primary and private directory numbers of the manager; otherwise, the Cisco IP Manager Assistant service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition.

Configuration Tips

Create a route point that is called Assistant_RP.

Configure the directory numbers of the route point to match the primary and private 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 CTI Route Point partition with a calling search space of CSS-M-E.

Configure Call Forward No Answer with Destination Internal/External as Route Point DN (for example, CFNA as 1xxx for the Route Point DN 1xxx) with a calling search space of CSS-M-E. Call Forward No Answer forwards the call to the manager if the Cisco IP Manager Assistant service is not available.

Setting the Service Parameters for Cisco IP Manager Assistant

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

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

Cisco IP Manager Assistant includes the following service parameters that must be configured:

General

CTI Manager (Primary) IP Address—No default. Enter the IP Address of the Primary CTIManager that will be used for call control.

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

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

Clusterwide

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 Server Port—Default specifies Port 2912.

Cisco IPMA Assistant Console Heartbeat Interval (sec)—Default specifies 30 seconds. This interval timer specifies how long it takes the failover to occur on the assistant desktop.

Cisco IPMA Assistant Console Request Timeout—Default specifies 30 seconds. This timer specifies how long it takes for a timeout to occur on the assistant desktop.

Cisco IPMA RNA Forward Calls—Default specifies False. If the parameter is 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.

Cisco IP Manager Assistant includes the following clusterwide parameters that must be configured if you want to use the IPMA automatic configuration for managers and assistants:

Softkey Templates

Standard Assistant—Default specifies Standard Assistant softkey template. This parameter specifies the softkey template that is assigned to the assistant device during IPMA assistant automatic configuration.

Manager Softkey Template for Proxy Mode—Default specifies Standard Manager softkey template. This parameter specifies the softkey template that is assigned to the manager device during IPMA manager automatic configuration.

Manager Softkey Template for Shared Mode—Default specifies Standard Shared Mode Manager. This service parameter does not apply to proxy line support.

IPMA Device Configuration Defaults for Proxy Mode

Manager Partition—No default. This parameter specifies the partition that the IPMA automatic configuration assigns to the manager line(s) that IPMA handles on the manager device. Enter a partition that exists in the system. If you run the Cisco Unified CallManager Assistant Configuration Wizard, the wizard populates this value.

All User Partition—No default. This parameter specifies the partition that the IPMA automatic configuration assigns to the proxy line(s) and the intercom line on the assistant device as well as the intercom line on the manager device. Enter a partition that exists in the system. If you run the Cisco Unified CallManager Assistant Configuration Wizard, the wizard populates this value.

IPMA Calling Search Space—No default. This parameter specifies the calling search space that the IPMA automatic configuration assigns to the manager line(s) that IPMA handles and the intercom line on manager device as well as the assistant intercom line on assistant device. Enter a calling search space that exists in the system. If you run the Cisco Unified CallManager Assistant Configuration Wizard, the wizard populates this value.

Manager Calling Search Space—No default. This parameter specifies the calling search space that the IPMA automatic configuration assigns to the proxy line(s) on the assistant device. Enter a calling search space that exists in the system. If you run the Cisco Unified CallManager Assistant Configuration Wizard, the wizard populates this value.

IPMA Primary Phone Service—No default. This parameter specifies the IPMA phone service that the automatic configuration assigns to the manager device. If you run the Cisco Unified CallManager Assistant Configuration Wizard, the wizard populates this value.

IPMA Secondary Phone Service—No default. This parameter specifies a secondary IPMA phone service that the automatic configuration assigns to the manager device if the primary service is not available.

Proxy Directory Number Range

Starting Directory Number—No default. The Starting Directory Number and the Ending Directory Number parameters provide a range of proxy numbers that are available for the assistant configuration. The Starting Directory Number parameter specifies the first directory number in the range. The next available number in the range displays in the Proxy Line field in the User Configuration window when you are configuring an assistant.

Ending Directory Number—No default. The Starting Directory Number and the Ending Directory Number parameters provide a range of proxy numbers that are available for the assistant configuration. The Ending Directory Number parameter specifies the last directory number in the range. If you enter a smaller value in the Ending Directory Number field than you do in the Starting Directory Number field, an error displays when you access the configuration of an assistant in the User Configuration window.

Proxy Directory Number Prefix

Number of Characters to be Stripped from Manager DN—Default specifies 0. This parameter specifies the number of characters that Cisco Unified CallManager strips from a manager directory number (DN) in the process of generating a proxy DN. You can use this parameter along with the Prefix for Manager Directory Number parameter to generate a proxy DN. For example, if you strip 2 digits from a manager DN of 2002 and add a prefix of 30 (specified in the Prefix for Manager Directory Number service parameter), Cisco Unified CallManager generates a proxy DN of 3002. You can strip 0 to 24 characters.

Prefix for Manager DN—No default. This parameter specifies the prefix that Cisco Unified CallManager adds to a manager DN in the process of generating the proxy DN. For example, if manager DN is 1001, number of characters to be stripped is 0, and the prefix is *, Cisco Unified CallManager generates a proxy DN of *1001. The maximum prefix length equals 24.

Starting the Cisco IP Manager Assistant Service

Cisco IP Manager Assistant service runs as an application on Cisco Tomcat. To start or stop the Cisco IP Manager Assistant service, log in to the Tomcat Manager window by using administrator privileges. Access the Tomcat Manager window at the following URL:

http://<IPMA server>/manager/list

where

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

Cisco Unified IP Phone Service Configuration

Add the Cisco IP Manager Assistant service as a new Cisco Unified IP Phone Service. Configure a name, description, and the URL for the Cisco IP Manager Assistant service. The name and description that you enter should be in the local language because it displays on the manager Cisco Unified IP Phone. For more information, see Cisco Unified IP Phone Services Configuration.

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

For example
http://123.45.67.89/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#

Configuration Tips

To provide redundancy for the Cisco Unified IP Phone Service, create a Cisco Unified 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. Alternatively, create a redundant service with a backup IPMA server IP address in place of the host name for failover and recovery.

Manager and Assistant Phone Configuration

You must configure devices for each Cisco Unified CallManager Assistant manager and assistant. Before you begin, complete the following tasks, depending on the phone type.

Cisco Unified IP Phone Model 7960/61 and Model 7970/71

Add a Cisco Unified IP Phone Model 7960/61 or Model 7970/71 for each manager and assistant that will be using Cisco Unified CallManager Assistant. To add these phones, use one of the following methods:

Manually (Device > Add a New Device)

Auto registration

BAT

Assign the Standard Assistant phone button template for each assistant.

Cisco Unified IP Phone Model 7940/41

You can use the Cisco Unified IP Phone model 7940/41 for Cisco Unified CallManager Assistant, but certain restrictions apply.

Add a Cisco Unified IP Phone Model 7940/41 for each manager with the following items configured:

Two lines, one for the primary line and one for the intercom

Softkey template for manager with shared line support

Add a Cisco Unified IP Phone Model 7940/41 for each assistant with the following items configured:

Two lines, one for the primary line and one for the intercom

Softkey template for assistant


Note Cisco supports the Cisco Unified IP Phone Model 7940/41 for Cisco Unified CallManager Assistant but recommends the Cisco Unified IP Phone Model 7960/61 or Model 7970/71 because they provide more functionality.


After you complete these tasks, configure the phones as described in the following sections:

Manager Phones

Assistant Phones

Nonmanager and Nonassistant Phones

Manager Phones

The following section describes the Cisco Unified CallManager Assistant requirements and tips for configuring a manager phone.

Manager Phone Configuration

Configure the manager Cisco Unified IP Phones with the following settings:

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

Primary line

Additional lines if required

Voice-messaging profile on primary line

Incoming intercom line to support the auto answer with speakerphone or headset option

Speed dial for outgoing intercom targets

Subscribe to Cisco Unified IP Phone Service, Assistant Primary Phone Service. If necessary, subscribe to Cisco Unified IP Phone Service, Assistant Secondary Phone Service.

Set user locale

You can automate some of these settings by choosing the Automatic Configuration check box on the User Information window when you configure the manager. Automatic Configuration sets the following items for the manager device or device profile:

Softkey template

Subscription to Cisco Unified CallManager Assistant phone service

Calling search space and partition for Cisco Unified CallManager Assistant-controlled selected lines and intercom line

Auto answer with speakerphone for intercom line

Before you can automatically configure a manager phone, you must set the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for a manager line. You can enter these parameters manually, or you can populate the parameters by using the Cisco Unified CallManager Assistant Configuration Wizard. For more information about these parameters, see the "Setting the Service Parameters for Cisco IP Manager Assistant" section. For more information on the Cisco Unified CallManager Assistant Configuration Wizard, see the "Cisco Unified CallManager Assistant Configuration Wizard" section.

After you enter the appropriate service parameters, you can automatically configure a manager phone by choosing the Automatic Configuration check box on the User Information window and clicking Update. For step-by-step instructions, see the "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section.

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 (Cisco Unified CallManager Assistant - controlled lines) and assign DNs; use the Managers partition and the CSS-I-E calling search space for these lines if not using the automatic configuration.

Configure an incoming intercom line and assign a DN; use the Everyone partition and the CSS-I-E calling search space if not using the automatic configuration.

Cisco Unified CallManager Assistant supports the Cisco Unified IP Phone Model 7940/41. For more information, see the "Cisco Unified IP Phone Model 7940/41" section.

Assistant Phones

The following section describes the Cisco Unified CallManager Assistant requirements for configuring an assistant phone and provides tips on configuring an assistant phone.

Assistant Phone Configuration

Configure the assistant Cisco Unified IP Phones with the following settings:

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

Default 14-button expansion module (optional for Cisco Unified IP Phone Model 7960 only)

Standard Assistant phone button template (if using the 14-button expansion module)

Primary line

Proxy lines for each configured manager

Voice-messaging profile on proxy line that corresponds to the manager primary line

Incoming intercom line to support the auto answer with speakerphone or headset option

Speed dial to incoming intercom line for each configured manager

Set user locale

Subscribe to Cisco Unified IP Phone Service, Assistant Primary Phone Service. If necessary, subscribe to Cisco Unified IP Phone Service, Assistant Secondary Phone Service.

You can automate some of these settings by choosing the Automatic Configuration check box on the User Information window when you configure the assistant. Automatic Configuration sets the following items for the assistant device or device profile:

Softkey template

Phone button template

Calling search space and partition for existing proxy lines and intercom line

Auto answer with speakerphone for intercom line

Autogenerated proxy lines creation, if chosen

Before you can automatically configure an assistant phone, you must set the Cisco IP Manager Assistant service parameters in the Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for assistant proxy and intercom lines. You can enter these parameters manually, or you can populate the parameters by using the Cisco Unified CallManager Assistant Configuration Wizard. For more information about these parameters, see the "Setting the Service Parameters for Cisco IP Manager Assistant" section. For more information on the Cisco Unified CallManager Assistant Configuration Wizard, see the "Cisco Unified CallManager Assistant Configuration Wizard" section.

After you have entered the appropriate service parameters, you can automatically configure an assistant phone by choosing the Automatic Configuration check box on the User Information window. For step-by-step instructions, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.

Automatic configuration allows you to create a proxy line automatically (with the required calling search space and partition information) on the assistant phone. The autogenerated proxy numbers get generated from the values that you enter for the Proxy Directory Number Range and Proxy Directory Number Prefix service parameters as described in the "Setting the Service Parameters for Cisco IP Manager Assistant" section.

Autogenerated numbers appear along with lines on the assistant device in the Proxy Line drop-down list box on the User Information window when you configure the assistant. "Line" appears before existing lines on the assistant phone. "Auto" appears before each autogenerated number until the system adds that proxy line to an assistant phone. The system sets the calling search space and partition for the proxy line and the intercom line, if any, on the basis of the Cisco IP Manager Assistant service parameter settings. For step-by-step instructions, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.

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 if you are not using the automatic configuration.

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 if you are not using the automatic configuration.

Cisco Unified CallManager Assistant supports the Cisco Unified IP Phone Model 7940/41. For more information, see the "Cisco Unified IP Phone Model 7940/41" section.

Nonmanager and Nonassistant Phones

In addition to configuring manager and assistant devices, configure all other users in the Cisco Unified 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 Nonmanager and Nonassistant

Use the Everyone partition for all other users.

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

If you use auto registration, perform the following tasks:

On the Device Pool Configuration window (System > Device Pool), choose CSS-I-E from the Calling Search Space for Auto-registration field.

On the Cisco Unified CallManager Configuration window (System > Cisco Unified CallManager), choose Everyone from the Partition field.

If you use BAT, you can use the Everyone template that the Cisco Unified CallManager Assistant Configuration Wizard created to add phones in the Everyone partition and the CSS-I-E calling search space.

Manager and Assistant Configuration

From the Cisco Unified CallManager User Information window, configure the settings for the managers and assistants who use the Cisco Unified CallManager Assistant feature. You can configure Cisco Unified CallManager Assistant in proxy line or shared line mode. To configure the manager and assistant for proxy line mode, see the "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section. To configure the manager and assistant for shared line mode, see the "Configuring a Manager and Assigning an Assistant for Shared Line Mode" section.

From this window, perform the following functions:

Choose manager and assistant devices.

Automatically configure a manager or assistant device, if desired.

Set up primary and incoming intercom lines for intercom capability. For example, configure extension 3102 as the intercom line for the manager. This line will receive intercom calls from the assistant; for example, the assistant line 1 (1102) and line 2 (1103) display on the assistant console, and the assistant answers them.

Configure assistants for managers.

Set up proxy lines for each manager on the assistant phone. For example, assistant lines 4 and 5 take calls from manager lines 1102 and 1103.

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

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

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Deleting Information for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the Information for the Assistant

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

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


Tip Configure manager information before configuring information for an assistant.


Procedure


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

Step 2 To find the user that will be the 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 Cisco Unified CallManager Assistant information for the manager, click Manager Assistant Configuration from the Application Profiles list box.

Step 5 If this is the first time that this user is configured for Cisco Unified CallManager Assistant, 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, Cisco Unified CallManager Assistant Controlled Lines, and intercom line.


Tip To view existing assistant configuration information, click the assistant name in the Assigned Assistants list. The assistant 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.

You can assign a maximum of 10 assistants to a manager.

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

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

Step 10 To associate a device name or device profile with a manager, choose the device name or device profile from the Device Name/Profile selection box. Extension mobility can optionally use device profiles. For information about using Cisco Unified CallManager Extension Mobility with Cisco Unified CallManager Assistant, see the "Extension Mobility" section.


Note If the manager telecommutes, click the Mobile Manager check box and optionally choose Device Profile. When Device Profile is chosen, the manager must log on to the phone by using extension mobility before accessing Cisco Unified CallManager Assistant.


Step 11 From the Intercom Line selection box, choose the intercom line appearance for the manager, if applicable.

Step 12 From the Available Lines selection box, choose a line that you want Cisco Unified CallManager Assistant to control and click the right arrow. The line appears in the Selected Lines selection box. Configure up to five Cisco Unified CallManager Assistant controlled lines.

To remove a line from the Selected Lines selection box and from Cisco Unified CallManager Assistant control, click the left arrow.

Step 13 To automatically configure the softkey template, subscription to the IPMA phone service, calling search space and partition for Cisco Unified CallManager Assistant controlled selected lines and intercom line, and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters, check the Automatic Configuration check box.

Step 14 Click the Insert button.

If you checked the Automatic Configuration check box and the service parameters are invalid, a message displays.

Upon successful completion of the automatic configuration, the manager device resets. If you configured a device profile, the manager must log out and log in to the device for settings to take effect.



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


Related Topics

Deleting Information for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the Information for the Assistant

Adding a User, Cisco Unified CallManager Administration Guide

Deleting Information for the Manager

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

Procedure


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

Step 4 From the Application Profiles list, click Cisco Unified CallManager Assistant.

The User Configuration window redisplays and contains manager configuration information.

Step 5 Click the Delete button.

The update takes effect immediately.


Related Topics

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Updating the Manager Configuration

Updating the Manager Configuration

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

Procedure


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

The User Configuration window redisplays and contains manager configuration information.

Step 4 Update the information that you want changed such as device name, Cisco Unified CallManager Assistant Controlled Lines, or intercom line appearance.


Note The system automatically configures the softkey template, subscription to the IPMA phone service, calling search space and partition for Cisco Unified CallManager Assistant controlled selected lines and intercom line, and auto answer with speakerphone for intercom line for the manager phone based on the Cisco IP Manager Assistant service parameters when the Automatic Configuration check box is checked.


Step 5 Click the Update button.

The update takes effect immediately.



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


Related Topics

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Deleting Information for the Manager

Configuring Proxy and Incoming Intercom Lines for the Assistant

Use the 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 that is 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 Unified IP Phone. Cisco Unified CallManager Assistant 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 Unified IP Phone.

You can manually configure a line on the assistant phone to serve as the proxy line, or you can use automatic configuration to generate a DN and to add the line to the assistant phone.

For information about configuring shared and intercom lines for Cisco Unified CallManager Assistant with shared line mode, see the "Configuring Shared and Incoming Intercom Lines for the Assistant" section.

When you display Cisco Unified CallManager Assistant information for the assistant, the system generates DNs on the basis of Cisco IP Manager Assistant service parameter entries in the Proxy Directory Number Range and Proxy Directory Prefix sections. For more information about these service parameters, see the "Setting the Service Parameters for Cisco IP Manager Assistant" section.

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 Unified CallManager Administration Guide.


Tip Before configuring the information for an assistant, you must configure the manager information and assign an assistant to the manager. See "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section.


Before You Begin

If you want to automatically configure the proxy line on the assistant phone, configure the Cisco IP Manager Assistant service parameters in the Proxy Directory Number Range and Proxy Directory Number Prefix sections.

Procedure


Step 1 To configure the Cisco Unified CallManager Assistant 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 information for the assistant, click Cisco Unified CallManager Assistant 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 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. The word "Auto" precedes the autogenerated proxy lines. If you want Cisco Unified CallManager to create an autogenerated proxy line on the assistant phone, choose an autogenerated proxy line and ensure that the Automatic Configuration check box is checked.


Note The system automatically sets the softkey template as well as the calling search space and partition for existing proxy lines and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings when the Automatic Configuration check box is checked. Additionally, the system sets auto answer with speakerphone for intercom 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 effect immediately. If you chose automatic configuration, the assistant device automatically resets.


Related Topic

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Deleting the Information for the Assistant

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

Procedure


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

The User Configuration window redisplays and contains assistant configuration information.

Step 4 Click the Delete button.

The update takes effect immediately.



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


Related Topics

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Configuring Proxy and Incoming Intercom Lines for the Assistant

Updating the Manager Configuration

Updating the Assistant Configuration

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

Procedure


Step 1 To search for the assistant for whom you want to update information, choose User > Global Directory from Cisco Unified 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 Unified CallManager Assistant.

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.


Note During automatic configuration, the system automatically sets the softkey template, calling search space, and partition for existing proxy lines and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings, sets auto answer with speakerphone for intercom line, and creates autogenerated proxy lines (if necessary). If you do not want to use automatic configuration, uncheck the Automatic Configuration check box.


Step 5 Click the Update button.

The update takes effect immediately.



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


Related Topics

Configuring a Manager and Assigning an Assistant for Proxy Line Mode

Configuring Proxy and Incoming Intercom Lines for the Assistant

Deleting the 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 Unified CallManager Assistant automatically strip numbers from or add numbers to telephone numbers that the assistant dials. For example, a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line.

The following sections provide additional information on application dial rules:

Dial Rules Configuration Design, Cisco Unified CallManager System Guide

Dial Rules Configuration Error Checking, Cisco Unified CallManager System Guide

Adding a Dial Rule, Cisco Unified CallManager Administration Guide

Configuring the LDAPConfig.ini File for Corporate Directory Use

Cisco Unified CallManager provides a default directory that the assistant accesses from the Assistant Console. If the assistant needs access to a corporate directory (accessing Cisco Unified 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 that are described in Table 2-2.

To access the corporate directory, you must update the following fields in the LDAPConfig.ini file:

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 Cisco Unified CallManager Assistant software keeps two live directory connections for directory searches. If more than two directory connections are required, increase the number.

INITIAL_DIR_
CONNECTION=

Default specifies 2.

SEARCHSIZE=

Default specifies 25. Do not change this limit.

MAX_TIME_LIMIT=

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.<ldap_server:portnumber>

SEARCH_BASE=

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


Providing Information to Managers and Assistants

Install the assistant console application for Cisco Unified CallManager Assistant 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 Microsoft Internet Explorer (IE) 6.0 or later and Netscape 7.1 or later.


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 Cisco IP Manager Assistant 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 parameter at the end of the URL:?locale=french_france.


The assistant console installation package for Cisco Unified CallManager Assistant resides in the directory C:\Program Files\Cisco\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 Unified CallManager Assistant, the administrator can 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 the Troubleshooting Guide for Cisco Unified CallManager 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 process 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 Unified CallManager Assistant will be installed and whether the desktop and start menu shortcuts will be created.

DefaultInstallPath—This parameter specifies the path of the directory where the assistant console software gets installed. The default specifies the following path: C:\Program Files\Cisco\Cisco Unified CallManager 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 Unified CallManager Assistant > 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 IP Manager Assistant service running on it.


Note The Manager Configuration only supports Microsoft Internet Explorer (IE) 6.0 or later.


The administrator must send this URL to the manager.

Troubleshooting Cisco Unified CallManager Assistant

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

For information about troubleshooting tools, error messages, and how to recover from Cisco Unified CallManager Assistant problems, see the Troubleshooting Guide for Cisco Unified CallManager.

Where to Find More Information

Related Topic

Softkey Templates, Cisco Unified CallManager System Guide

Cisco Unified CallManager Assistant With Shared Line Support

Additional Cisco Documentation

Cisco Unified CallManager Assistant User Guide

Cisco Unified CallManager Administration Guide

Cisco Unified CallManager Serviceability Administration Guide

Cisco Unified CallManager Serviceability System Guide

Bulk Administration Tool User Guide

Troubleshooting Guide for Cisco Unified CallManager