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

Table Of Contents

Cisco Unified CallManager Assistant With Shared 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 Shared Line Support

Interactions and Restrictions

Interactions

Bulk Administration Tool

Extension Mobility

Reporting Tools

Multilevel Precedence and Preemption (MLPP)

Restrictions

Installing and Activating Cisco IP Manager Assistant

Configuring Cisco Unified CallManager Assistant with Shared Line Support

Configuration Checklist for Cisco Unified CallManager Assistant with Shared Line Support

Setting the Service Parameters for Cisco IP Manager Assistant

Starting the Cisco IP Manager Assistant Service

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 Shared Line Mode

Deleting Information for the Manager

Updating the Manager Configuration

Configuring Shared 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 Shared 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 in a cluster.

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

Cisco Unified CallManager users comprise managers and assistants. An assistant user handles calls on behalf of a manager. Cisco Unified CallManager Assistant comprises features for managers and features for assistants.

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

Introducing Cisco Unified CallManager Assistant

System Requirements for Cisco Unified CallManager Assistant with Shared Line Support

Interactions and Restrictions

Installing and Activating Cisco IP Manager Assistant

Configuring Cisco Unified CallManager Assistant with Shared 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 3-1.

Related Topics

Cisco IP Manager Assistant Service

Desktop Interface

Cisco Unified IP Phone Interface

Figure 3-1 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 to see whether the clusterwide service parameter, Cisco IPMA Server (Primary) IP Address, is set to the server that is defined in the service parameter. 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 web pages that the manager uses for configuration pages.

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.

Cisco Unified CallManager supports redundancy of the Cisco IP Manager Assistant service. 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 Cisco Unified CallManager Assistant 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 the backup server detects a failure, it 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 heartbeat interval leads to faster failover. See Figure 3-2.

Figure 3-2 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 for configuring the immediate divert target)

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 the Cisco Unified CallManager Assistant manager features Immediate Divert and Transfer to Voice Mail available through the Cisco Unified IP Phone. Use a desktop browser to access Manager configuration. 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 desktop features, refer to the Cisco Unified CallManager Assistant User Guide.

Cisco Unified IP Phone Interface

Assistants and managers use softkeys to access Cisco Unified CallManager Assistant features. 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, 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 available the manager features 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 accesses the Cisco Unified CallManager Assistant features Do Not Disturb, Immediate Divert, and Transfer to Voice Mail from the Cisco Unified IP Phone softkeys.

The state of the Do Not Disturb feature displays in the Status Window on the Cisco Unified IP Phone.

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.

The Assistant Console displays the assistant lines and the manager shared lines. Assistants access the shared lines to manage calls that are intended for a manager.

You can access Intercom and Distinctive Ringing on the assistant Cisco Unified IP Phone. When the assistant logs in from the Assistant Console, the soft keys Immediate Divert and Transfer to Voice Mail become active for the shared 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 only 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 that are included in Cisco Unified CallManager. 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 and optionally chooses an incoming intercom line for the manager and assistant. The administrator sets up the shared line for the manager, which gets configured for the assistant.

See the "Manager and Assistant Configuration" section.

System Requirements for Cisco Unified CallManager Assistant with Shared Line Support

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

Cisco Unified CallManager 4.0 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.

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 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:

Interactions

Restrictions

Interactions

The following sections describe how Cisco Unified CallManager Assistant interacts with Cisco Unified CallManager applications:

Bulk Administration Tool

Extension Mobility

Reporting Tools

Multilevel Precedence and Preemption (MLPP)

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

Nonmanager and Nonassistant Phones

Manager and Assistant Phone 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 Cisco Unified CallManager Assistant features (such as 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 window in Cisco Unified CallManager Administration. See the "Configuring a Manager and Assigning an Assistant for Shared 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 change was made by the manager or the assistant

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 IPMA.txt 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 shared line support and MLPP:

Call precedence will be preserved in the handling of calls by Cisco Unified CallManager Assistant. For example, when an assistant diverts a call, the system preserves the precedence of the call.

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

Restrictions

The following restrictions apply to Cisco Unified CallManager Assistant:

One assistant can support up to 33 managers simultaneously (if the managers have one Cisco Unified CallManager Assistant - controlled line each).

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 onhook to complete the transfer).

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

Cisco Unified IP Phone Model 7940 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. Refer to the Troubleshooting Guide for Cisco Unified CallManager for more information.

Installing and Activating Cisco IP Manager Assistant

Install and activate Cisco Unified CallManager Assistant in identical way for shared line mode and proxy line mode. The following steps apply:

Activate the Cisco IP Manager Assistant service.

Configure the appropriate service parameters.

Restart the Cisco IP Manager Assistant service from the Tomcat web page. (See the "Starting the Cisco IP Manager Assistant Service" section).

See the "Installing and Activating Cisco Unified CallManager Assistant" section on page 2-15 for details.


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 Shared Line Support

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


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


The following sections provide configuration information:

Configuration Checklist for Cisco Unified CallManager Assistant with Shared Line Support

Setting the Service Parameters for Cisco IP Manager Assistant

Starting the Cisco IP Manager Assistant Service

Manager and Assistant Phone Configuration

Manager and Assistant Configuration

Configuration Checklist for Cisco Unified CallManager Assistant with Shared Line Support

Table 3-1 shows the logical steps for configuring the Cisco Unified CallManager Assistant with shared line support 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. Additionally, for shared line appearances between managers and assistants, you must configure the same directory number on the manager primary line and assistant secondary line. Refer to Adding a User, Associating Devices to a User, Adding a Phone, and Configuring Directory Numbers in the Cisco Unified CallManager Administration Guide.

Table 3-1 Cisco Unified CallManager Assistant Configuration Checklist with
Shared 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 Cisco IP Manager Assistant service parameters for shared line support.

Setting the Service Parameters for Cisco IP Manager Assistant

Service Parameters Configuration, 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 

Add Cisco Unified IP Phone model 7960 or 7970 phone button template.

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 the softkey template for shared line mode.

Add primary lines. (Use the same DN and partition for the assistant secondary line DN.)

Set up voice-mail profile on primary line.

Add incoming intercom line (optional).

Add speed dial for outgoing intercom targets (optional).

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

Resetting a Phone, Cisco Unified CallManager Administration Guide

Step 7 

Configure assistant phone settings:

Assign a softkey template.

Add a 14-button expansion module (optional).

Assign the phone button template.

Add a primary line.

Add shared lines for each configured manager. (Use the same DN and partition for the assistant secondary line and manager primary line.)

Add incoming intercom line (optional).

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

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:

Create a new manager.

Configure shared lines for manager.

Assign an assistant to a manager.

Configure lines for the assistant.

Intercom lines (optional)

Configuring a Manager and Assigning an Assistant for Shared Line Mode

Deleting Information for the Manager

Configuring Shared and Incoming Intercom Lines for the Assistant

Step 9 

Configure the dial rules for the assistant.

Adding a Dial Rule, Cisco Unified CallManager Administration Guide

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

Setting the Service Parameters for Cisco IP Manager Assistant

Service Parameters for the Cisco IP Manager Assistant service comprise three categories: general, clusterwide, and clusterwide parameters that must be configured if you want to use the IPMA automatic configuration for managers and assistants. 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:

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 RNA (ring no answer) Forwarding Flag—Default specifies False. This service parameter does not apply to shared line support.

Cisco IPMA RNA Timeout—Default specifies 10 seconds. This service parameter does not apply to shared line support.

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

Desktop Request Timeout—Default specifies 30 seconds.

Cisco IPMA Server Port—Default specifies Port 2912.

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

Route Point Device Name for Proxy Mode—Not applicable for shared line support.

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:

Clusterwide Parameters for 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—This service parameter does not apply to shared line support.

Manager Softkey Template for Shared Mode—Default specifies Standard Shared Mode Manager. Set this parameter to specify the shared mode softkey template that is assigned to the manager device during IPMA manager automatic configuration.

Clusterwide Parameters for IPMA Device Configuration Defaults for Proxy Mode—These parameters do not apply for Cisco Unified CallManager Assistant with shared line support.

Clusterwide Parameters for Proxy Directory Number Range for Proxy Mode—These parameters do not apply for Cisco Unified CallManager Assistant with shared line support.

Clusterwide Parameters for Proxy Directory Number Prefix for Proxy Mode—These parameters do not apply for Cisco Unified CallManager Assistant with shared line support.

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. The URL to the Tomcat Manager web page is

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.

Manager and Assistant Phone Configuration

You must configure and associate devices for each 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.

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

Speed dial to the assistant 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

Speed dial to the manager 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 Shared Mode Manager softkey template (must include the Immediate Divert and Transfer to Voice Mail softkeys)

Primary line

Additional lines for shared line support (optional)

Voice-mail profile on primary line

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

Speed dial for outgoing intercom targets (optional)

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. For step-by-step instructions, see the "Configuring a Manager and Assigning an Assistant for Shared Line Mode" section.

Automatic Configuration sets the following items for the manager device or device profile:

Softkey template

Auto answer with speakerphone for intercom line

Cisco Unified CallManager Assistant supports the Cisco Unified IP Phone Model 7940. 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. For step-by-step instructions, see the "Configuring Shared and Incoming Intercom Lines for the Assistant" section.

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 soft keys)

Default 14-button expansion module (optional)

Standard Assistant phone button template

Primary line

Shared lines for each configured manager (Use the same DN and partition as for 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

User locale

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. No special configuration requirements exists in shared line support for nonmanager and nonassistant user phones.

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. 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, extension 3102 serves as the intercom line for the manager. This line will receive intercom calls from the assistant. The assistant line 1 (1102) and line 2 (1103) display on the console, and the assistant answers them.

Configure assistants for managers.


Note When the shared lines for the manager and assistant are configured (using the Directory Number Configuration window in Cisco Unified CallManager Administration), the assistant configuration gets updated appropriately.


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 Shared Line Mode

Deleting Information for the Manager

Deleting the Information for the Assistant

Configuring Shared and Incoming Intercom Lines for the Assistant

Configuring a Manager and Assigning an Assistant for Shared Line Mode

Perform the following procedure to configure a manager and assign an assistant to the manager. To configure a new user and associate the device to the user, see "Adding a New User" in the Cisco Unified CallManager Administration Guide. To configure the same directory number for the manager primary line and assistant secondary line, see "Configuring Directory Numbers" 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 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 Click the Uses Shared Lines check box.

Step 7 From the Available Lines selection box, choose a line that you want to be controlled by Cisco Unified CallManager Assistant 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.


Note The Cisco Unified CallManager Assistant Controlled Line (selected) must always be the shared line DN.


Step 8 To assign an assistant to the manager, click the Add/Delete Assistants link.

The Add/Delete Assistants windows displays.

Step 9 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 10 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 10 assigned assistants.

Step 11 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 12 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 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 13 From the Intercom Line selection box, choose the intercom line appearance for the manager, if applicable.

Step 14 To automatically configure the softkey template 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 15 Click the Update button.

If you checked the Automatic Configuration check box and the service parameters are invalid, an error 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 Shared and Incoming Intercom Lines 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 Manager Configuration.

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 Shared 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, refer to 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 Manager Configuration.

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 and auto answer with speakerphone for intercom line for the manager phone on the basis of 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 before the changes occur.


Related Topics

Configuring a Manager and Assigning an Assistant for Shared Line Mode

Deleting Information for the Manager

Configuring Shared 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 (optional)

Shared line of the manager to which the assistant phone gets associated (This occurs automatically when the manager and assistant share the same DN.)

Administrators can set up one or more lines with a shared line appearance. The Cisco Unified CallManager system considers a directory number to be a shared line if it appears on more than one device in the same partition.

In a shared line appearance, for example, you can set up a shared line, so a directory number appears on line 1 of a manager phone and also on line 2 of an assistant phone.

Perform the following procedure to configure the manager shared line and incoming intercom line appearances for an assistant. To configure a new user and associate devices, refer to 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 Shared Line Mode" section.


Procedure


Step 1 To configure the assistant and assign shared 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 Assistant Configuration 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.


In the Associated Manager field, the name of the previously configured manager displays.


Note The system automatically sets the softkey template 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 8 In the Shared Line Assignment field, the name of the manager who is associated with the assistant and the shared line DN of the manager display.

Step 9 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 Shared 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, refer to 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 Assistant Configuration.

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 Shared Line Mode

Configuring Shared 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, refer to 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 Assistant Configuration.

The User Configuration window redisplays and contains assistant configuration information.

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


Note During automatic configuration, the system automatically sets the softkey template and intercom line on the basis of the Cisco IP Manager Assistant service parameter settings and sets auto answer with speakerphone for intercom line. 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 Shared Line Mode

Configuring Shared 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 3-2.

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 3-2 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 surname or 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 0 (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.

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 Netscape 7.1 and Internet Explorer 6.0.


Installing the Assistant Console Application

Begin the installation by accessing the following URL:

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

where

Cisco Unified CallManager Assistant 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 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. Refer to 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 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—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 6.0 and above.


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, refer to the Troubleshooting Guide for Cisco Unified CallManager.

Where to Find More Information

Related Topic

Cisco Unified CallManager Assistant With Proxy Line Support

Softkey Templates, Cisco Unified CallManager System Guide

Directory Numbers, Cisco Unified CallManager System Guide

Configuring Directory Numbers, Cisco Unified CallManager Administration Guide

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