Cisco Unified CallManager System Guide, Release 4.2(3)
Services
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Services

Table Of Contents

Services

Cisco CallManager

Cisco CDR Insert

Cisco CTIManager

Cisco CTL Provider

Cisco Database Layer Monitor

Cisco Extended Functions

Cisco Extension Mobility

Cisco Unified CallManager Assistant

Cisco IP Voice Media Streaming Application

Cisco Messaging Interface

Cisco MOH Audio Translator

Cisco RIS Data Collector

Cisco Serviceability Reporter

Cisco Telephony Call Dispatcher

Cisco TFTP

Cisco WebDialer

Service Installation and Configuration

Trace Settings

Services Configuration Checklist

Where to Find More Information


Services


Cisco provides several Windows services that are installed during Cisco Unified CallManager installation. You use Cisco Unified CallManager Serviceability to activate and deactivate as well as start and stop the services. After you activate the services, you can configure them by modifying the service parameters. For more information on activating/deactivating and starting/stopping services, refer to the Cisco Unified CallManager Serviceability Administration Guide. For more information about service parameters, refer to "Service Parameters Configuration" in the Cisco Unified CallManager Administration Guide.

This section provides a description of the available services and information on working with these services:

Cisco CallManager

Cisco CDR Insert

Cisco CTIManager

Cisco CTL Provider

Cisco Database Layer Monitor

Cisco Extended Functions

Cisco Extension Mobility

Cisco Unified CallManager Assistant

Cisco IP Voice Media Streaming Application

Cisco Messaging Interface

Cisco MOH Audio Translator

Cisco RIS Data Collector

Cisco Serviceability Reporter

Cisco Telephony Call Dispatcher

Cisco TFTP

Cisco WebDialer

Service Installation and Configuration

Trace Settings

Services Configuration Checklist

Where to Find More Information

Cisco CallManager

The Cisco CallManager service runs on the Cisco Unified Communications Applications Server to provide software-only call processing as well as signaling and call control functionality. After you install Cisco Unified CallManager, you activate and start the Cisco CallManager service by using Cisco Unified CallManager Serviceability.

You configure your Cisco Unified CallManager by modifying the service parameters in the Service Parameters Configuration window of Cisco Unified CallManager Administration. Cisco provides over 100 service parameters for the Cisco CallManager service. To view a list of parameters and their descriptions, click the "i" button in the upper, right corner of the Service Parameters Configuration window. To view the list with a particular parameter at the top, click that parameter in the window.

You must restart Cisco Unified CallManager after making certain changes in the Cisco Unified CallManager Administration. Table 11-1 lists the changes that require a restart.

Table 11-1 Restart Conditions 

Field Description
Path to This Parameter in Cisco Unified CallManager Administration

IP address of the Cisco Unified CallManager server

System > Server

Partition for auto-registration

System > Cisco Unified CallManager

External phone number mask for auto-registration

System > Cisco Unified CallManager

TCP port settings for the Cisco Unified CallManager server

System > Cisco Unified CallManager



Tips In general, make as many configuration changes as possible at one time and restart Cisco Unified CallManager only once after completing the changes.


Requirements and Recommendations

Cisco Unified CallManager requires the Cisco Database Layer Monitor service.

Cisco Unified CallManager uses the Cisco RIS Data Collector service, but it is not required.

Cisco Unified CallManager does not require a dedicated TFTP server or publisher server.

Cisco CDR Insert

Cisco CDR Insert reads transferred files, places contents into the call detail record (CDR) database, and removes old files. When you enable CDR collection, Cisco Unified CallManager writes CDRs to flat files on the subscriber hard drive as calls are made. The Cisco CDR Insert service periodically inserts the records from these files into the publisher centralized SQL database. The Cisco CDR Insert service does not insert a record if the CDRFormat enterprise parameter has a value of Flat. For more information on CDRs and related parameters, see the "Call Detail Records" section on page 44-4.

Requirements and Recommendations

Cisco CDR Insert service requires the Cisco Database Layer Monitor service.

Limit the number of nodes that are configured with Cisco CDR Insert service.

Cisco CDR Insert must reside on the same server as the CDR database, which is the publisher server.

Cisco CTIManager

The Cisco CTIManager service contains the CTI components that interface with applications. With Cisco CTIManager, applications have access to resources and functionality of all Cisco Unified CallManagers in the cluster and have improved failover capability. One or more Cisco CTIManagers can be active in a cluster, but only one Cisco CTIManager can exist on an individual server. An application (JTAPI/TAPI) can have simultaneous connections to multiple Cisco CTIManagers; however, an application can only use one connection at a time to open a device with media termination.


Note Activate the Cisco RIS Data Collector and Cisco Unified CallManager services on the server where you activate the Cisco CTIManager service.


Requirements and Recommendations

Cisco CTIManager service uses the Cisco RIS Data Collector service (not required).

Cisco CTIManager service requires that the Cisco CallManager service reside on one of the servers in the Cisco Unified CallManager cluster (minimum of one).

Cisco CTIManager service requires the Cisco Database Layer Monitor service.

Cisco CTIManager must run on any server that has CTI applications running on it.

Cisco CTL Provider

This Windows 2000 service, which runs with local system account privileges, works with the Cisco CTL Provider Utility, a plug-in, to change the security mode for the cluster from non-secure to mixed mode. When you install the plug-in, the Cisco CTL Provider service retrieves a list all Cisco Unified CallManager and Cisco TFTP servers in the cluster for the CTL file, which contains a list of security tokens, Cisco Unified CallManager and TFTP servers, and CAPFs where signed certificates exist.

Requirements and Recommendations

Activate this service on all servers in the cluster where the Cisco Unified CallManager or Cisco TFTP services run.

To create the CTL file, verify that all servers where the Cisco CTL Provider service runs are functional and running.

Cisco Database Layer Monitor

The Cisco Database Layer Monitor service monitors aspects of the database layer as well as call detail records (CDRs). The database layer comprises a set of dynamic link libraries (DLLs) that provide a common access point for applications that need to access the database to add, retrieve, and change data. The Cisco Database Layer Monitor service performs functions such as determining whether the primary server is available during failover, deleting the oldest CDRs when the limit that is defined in the Max CDR Records parameter is reached, logging out phones by using Cisco Extension Mobility, and moving CDRs from a subscriber to the primary database at a given interval, if needed.

Requirements and Recommendations

You cannot deactivate Cisco Database Layer Monitor service by using Serviceability Service Activation.

Cisco Database Layer Monitor service must reside on all servers in the Cisco Unified CallManager cluster.

Cisco Extended Functions

The Cisco Extended Functions service supports the Cisco Call Back and Quality Report Tool (QRT) features. Cisco Call Back allows you to receive notification on your Cisco Unified IP Phone when a called party line becomes available. QRT acts as a voice quality and general problem-reporting tool for Cisco Unified IP Phones.

If you run multiple Cisco Extended Functions services within a Cisco Unified CallManager cluster, the service uses an algorithm to determine which service should be active and to order the backup services. The Cisco Extended Functions service with the lowest IP address becomes active. The service with the next lowest IP address becomes the backup to the active service. Any remaining services act as backups to each other, beginning with the service with the next lowest IP address. If you add any new services to the cluster, Cisco Extended Functions restarts the algorithm to determine which service will be active.


Note When a Cisco Extended Functions service gets started in a cluster, the Cisco Extended Functions service with the lowest IP address becomes active. This process may cause service interruption for approximately 2 minutes.


To verify the status of the active Cisco Extended Functions service, use the Real-Time Monitoring Tool as described in the Cisco Unified CallManager Serviceability Administration Guide.

For more information about the Call Back feature, refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager and the Cisco Unified CallManager Features and Services Guide.

For more information about the Quality Report Tool, refer to Quality Report Tool in the Cisco Unified CallManager Features and Services Guide, the Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager, the Cisco Unified IP Phone 7960 and 7940 Series User Guide, and the Cisco Unified CallManager Serviceability Administration Guide.

Requirements and Recommendations

Cisco Extended Functions service requires the Cisco Database Layer Monitor service.

Cisco Extended Functions service requires the Cisco RIS Data Collector service.

You can include more than one Cisco Extended Functions service in the Cisco Unified CallManager cluster.

Cisco Extension Mobility

The Cisco Extension Mobility service allows you to define login settings such as duration limits on phone configuration for the Cisco Extension Mobility feature. The Cisco Extension Mobility feature allows users within a Cisco Unified CallManager cluster to temporarily configure any Cisco Unified IP Phone that supports Cisco Extension Mobility as their own by logging in to that phone. After a user logs in, the phone adopts the user's personal phone number(s), speed dials, services links, and other user-specific properties. After logout, the phone adopts the original user profile. For more information on the Cisco Extension Mobility feature, see the "Cisco Extension Mobility and Phone Login Features" section on page 33-1.

Requirements and Recommendations

Cisco Extension Mobility service requires the Cisco Database Layer Monitor service.

Cisco Extension Mobility service requires the Cisco RIS Data Collector service.

The Cisco Extension Mobility service needs to run on the server that the Cisco Extension Mobility application accesses. The Cisco Extension Mobility application accesses the server that is configured in the directory.

Cisco Extension Mobility services does not require a dedicated TFTP server or publisher server.

Cisco Unified CallManager Assistant

Cisco Tomcat loads the Cisco Unified CallManager Assistant, a servlet. Cisco Tomcat runs as an NT service that is installed and started at Cisco Unified CallManager installation. For more information, see the "Cisco IP Manager Assistant Service" section in the Cisco Unified CallManager Features and Services Guide.

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

1. Use Cisco Unified CallManager Serviceability Service Activation, located under 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 in the Cisco Unified CallManager Features and Services Guide.

3. Use Cisco Tomcat Manager to restart the Cisco Tomcat Web Server.

Service parameters for the Cisco IP Manager Assistant service comprise two categories: general and clusterwide. Specify clusterwide service parameters once for all Cisco IP Manager Assistant services. Specify general service parameters for each Cisco IP Manager Assistant service that is installed. For more information, see the "Setting the Service Parameters for Cisco IP Manager Assistant" section in the Cisco Unified CallManager Features and Services Guide.

Cisco Unified CallManager Assistant supports two modes of operation: shared line mode and proxy line mode. Because Cisco IP Manager Assistant service intercepts calls that are made to managers configured as proxy line mode managers, it requires configuration of partitions, calling search spaces, and a route point. For information on configuring the Cisco Unified CallManager Assistant feature, see the "Configuration Checklist for Cisco Unified CallManager Assistant with Proxy Line Support" section in the Cisco Unified CallManager Features and Services Guide.

Requirements and Recommendations

You must properly configure service parameters for the Cisco IP Manager Assistant service.

Cisco IP Voice Media Streaming Application

The Cisco IP Voice Media Streaming Application provides voice media streaming functionality for Cisco Unified CallManager for use with MTP, conferencing, annunciator, and music on hold (MOH). The Cisco IP Voice Media Streaming Application relays messages from Cisco Unified CallManager to the IP voice media streaming driver. The driver handles the RTP streaming.

When you activate the Cisco IP Voice Media Streaming Application, Cisco Unified CallManager automatically adds the MTP, MOH, annunciator, and conference devices to the database.

For more information about MTP, MOH, and conference bridges, see the "Media Termination Points" section on page 24-1, the "Music On Hold" section in the Cisco Unified CallManager Features and Services Guide, the "Conference Bridges" section on page 21-1, and the "Annunciator" section on page 20-1.

Requirements and Recommendations

Cisco IP Voice Media Streaming Application service requires the Cisco Database Layer Monitor service.

Cisco IP Voice Media Streaming Application service may reside on more than one server in a Cisco Unified CallManager cluster. If you have more than one server, do not run the service on the publisher database server or the server where Cisco CallManager service runs.

Cisco IP Voice Media Streaming Application service uses the Cisco TFTP server to retrieve MOH audio sources.

Music On Hold, Media Termination Point, annunciator, and software conference bridges require the Cisco IP Voice Media Streaming Application service.

Cisco Messaging Interface

The Cisco Messaging Interface allows you to connect a simplified message desk interface (SMDI)-compliant external voice-messaging system with the Cisco Unified CallManager. The CMI service provides the communication between a voice-messaging system and Cisco Unified CallManager. The SMDI defines a way for a phone system to provide a voice-messaging system with the information that is needed to intelligently process incoming calls.

You configure the CMI service parameters to define the following aspects of the CMI service:

The serial port connection that CMI uses to communicate with the voice-messaging system

The voice-messaging directory number and partition as well as the extension and mailbox length on the voice-messaging system.

An alternate directory number and partition to be used when a non voice mail pilot number is dialed


Note Users who have additional applications running on the voice-messaging system that require SMDI, can configure the additional directory number (alternate DN). CMI will intercept all calls to this DN and generate an SMDI message over the serial cable to the server that is running the additional application. You make the partition for the alternate DN relevant online if you specify the alternate DN.


The name of the primary and backup Cisco Unified CallManager

Cisco Messaging Interface can take up to 5 minutes to detect and load new parameters. For an instant update, restart Cisco Messaging Interface service. For information on restarting services, see the Cisco Unified CallManager Serviceability Administration Guide.

For a general description of how to integrate an SMDI-compliant voice-messaging system with Cisco Unified CallManager, see the "SMDI Voice Mail Integration" section on page 27-1.

Requirements and Recommendations

The Unity voice-messaging system does not require the Cisco Messaging Interface service.

Cisco Messaging Interface service requires the Cisco Database Layer Monitor service.

Cisco Messaging Interface service requires the Cisco RIS Data Collector service.

Cisco Messaging Interface service must reside on the server that has the SMDI cable connected to it.

Cisco MOH Audio Translator

The Cisco MOH Audio Translator service converts audio source files into various codec files, so the MOH feature can use them.

The Cisco MOH Audio Translator service automatically translates audio files that you place in the input directory. During installation, the installation program creates this input directory in the following location: c:\Program Files\Cisco\MOH\DropMOHAudioSourceFilesHere. If you want to change the input directory, modify the MOHSourceDirectory service parameter.

After the Cisco MOH Audio Translator service translates the audio files, the Cisco MOH Audio Translator service places the source audio file and the translated file in the output directory on the default MOH TFTP server that was established during the Cisco MOH Audio Translator service installation. To change the output directory, modify the DefaultTFTPMOHFilePath parameter; however, make sure the path points to the default MOH TFTP server. The DefaultTFTPMOHFilePath parameter contains a universal naming convention (UNC) share name that displays in the format \\computer name\directory name.


Caution Cisco recommends that you run the Cisco MOH Audio Translator service on a different server than the one that is used for the Cisco Unified CallManager server. The service can cause performance degradation and errors when audio files are translated if it runs on the Cisco Unified CallManager server.

When the user assigns or maps the audio source file to an audio source number, the default MOH TFTP server copies the files into one directory and makes them available for the MOH servers. The MOH servers download the audio files in the C:\Program Files\Cisco\MOH directory. For more detailed information on how the MOH feature accesses the files after the Cisco MOH Audio Translator service places them in the output directory, see the "Music On Hold" section in the Cisco Unified CallManager Features and Services Guide.

Requirements and Recommendations

Music On Hold requires the Cisco MOH Audio Translator service.

Each Cisco Unified CallManager cluster requires only one Cisco MOH Audio Translator service.

Cisco MOH Audio Translator service requires the Cisco Database Layer Monitor service.

Cisco recommends that the Cisco MOH Audio Translator service does not get installed on the publisher server or the Cisco Unified CallManager server.

Cisco MOH Audio Translator service requires the Cisco TFTP service.

Cisco recommends that you install the Cisco MOH Audio Translator service on the server where Cisco TFTP resides (this configuration avoids security issues).


Note If the Cisco MOH Audio Translator service is installed on any non-Cisco TFTP server, you must manually configure access rights.


Cisco RIS Data Collector

The Real-time Information Server (RIS) collects, distributes, and maintains real-time Cisco Unified CallManager information and provides an interface through which the Cisco RIS Data Collector service and the SNMP Agent retrieve that information. One RIS exists on each node that contains the Cisco Unified CallManager service. The Cisco RIS Data Collector service provides an interface for applications, such as Cisco Unified CallManager Serviceability and the Cisco Unified CallManager Administration, to retrieve information that is stored in all RIS nodes in the cluster.

Requirements and Recommendations

Cisco recommends that the Cisco RIS Data Collector service reside on every server in the Cisco Unified CallManager cluster.

Cisco RIS Data Collector service requires the Cisco Database Layer Monitor service.

Cisco Serviceability Reporter

The Cisco Serviceability Reporter service generates the following daily reports:

Device Statistics

Server Statistics

Service Statistics

Call Activities

Alert

This service gets installed on all the Cisco Unified CallManager nodes in the cluster. Reporter generates reports once a day based on logged information. The reports generated by Reporter can be accessed in Cisco Unified CallManager Serviceability from the Tools menu.

Each summary report comprises different charts that display the statistics for that particular report.

Cisco Serviceability Reporter comprises two service parameters:

Report Generation Time—Number of minutes after midnight. Reports get generated at this time for the last day.

Report Deletion Age—Number of days the report must be kept in the disk. The reports older than the age specified get deleted.

For information on service parameters, refer to the "Service Parameters Configuration" section in the Cisco Unified CallManager Administration Guide.

Requirements and Recommendations

The Cisco Serviceability Reporter service stays active only on the Cisco Unified CallManager publisher, which means that at any time, the reports get generated only on the publisher.

To view reports in the PDF format, you must install Acrobat ® Reader on your machine.

The time shown in the reports match the time zone of the publisher, regardless of whether the publisher and subscriber are in different time zones.

Cisco Telephony Call Dispatcher

Telephony Call Dispatcher (TCD) service provides centralized services for attendant consoles and pilot points. For attendant consoles, TCD provides call control functionality, line state information for any accessible line within the Cisco Unified CallManager domain, and caching of directory information. For pilot points, TCD provides automatic redirection to directory numbers that are listed in hunt groups and failover during a Cisco Unified CallManager failure.

For more detailed information on how TCD works with attendant consoles, see the "Understanding the Cisco Telephony Call Dispatcher" section in the Cisco Unified CallManager Features and Services Guide.

For more information on how TCD works with pilot points, see the "Understanding Pilot Points and Hunt Groups" section in the Cisco Unified CallManager Features and Services Guide.

Requirements and Recommendations

Consider the Telephony Call Dispatcher (TCD) service as optional except for the Cisco Unified CallManager Attendant Console application and hunt group capability.

If installed for Cisco Unified CallManager Attendant Console and hunt group use, the Telephony Call Dispatcher (TCD) service must reside on all servers in the Cisco Unified CallManager cluster that have the Cisco CallManager service.

If installed for Cisco Unified CallManager Attendant Console and hunt group use, the Telephony Call Dispatcher (TCD) service requires the Cisco CTIManager service (can reside on any server in the Cisco Unified CallManager cluster).

Cisco Telephony Call Dispatcher service requires the Cisco Database Layer Monitor service.

Cisco Telephony Call Dispatcher service requires the Cisco RIS Data Collector service.

Cisco TFTP

Cisco Trivial File Transfer Protocol (TFTP) builds and serves files that are consistent with the trivial file transfer protocol, a simplified version of FTP. Cisco TFTP serves embedded component executable, ringer files, and device configuration files.

A configuration file includes a list of Cisco Unified CallManagers to which devices (telephones and gateways) make connections. When a device boots, the component queries a Dynamic Host Configuration Protocol (DHCP) server for its network configuration information. The DHCP server responds with an IP address for the device, a subnet mask, a default gateway, a Domain Name System (DNS) server address, and a TFTP server name or address.

The device requests a configuration file from the TFTP server. The configuration file contains a list of Cisco Unified CallManagers and the TCP port through which the device connects to those Cisco Unified CallManagers as well as such items as phone button URL information and locale information.

If the device receives the Cisco Unified CallManager name, the device resolves the name by using DNS, and a Cisco Unified CallManager connection opens. If the device does not receive either an IP address or name, the device uses the default server name.

For more information about TFTP, see the "Cisco TFTP" section on page 9-1.

Requirements and Recommendations

Cisco recommends that the Cisco TFTP service reside on only one server in a Cisco Unified CallManager cluster.

If the Cisco TFTP service resides on more than one server in the Cisco Unified CallManager cluster, you must use DHCP configuration.

Cisco TFTP service requires the Cisco Database Layer Monitor service.

To avoid performance issues, Cisco recommends that you configure a dedicated TFTP server (separate from the Cisco Unified CallManager server) if you have many phones and gateways in your network. Cisco Unified CallManager and Cisco TFTP services can run on the same server in small configurations only (for example, in a network with fewer than 2500 phones).

Cisco WebDialer

Cisco WebDialer provides click-to-dial functionality. It allows users in a Cisco Unified CallManager cluster to initiate a call to other users inside or outside the cluster by using a web page or a desktop application. Cisco WebDialer provides a webpage that enables users to call each other within a cluster. Cisco WebDialer comprises two components: WebDialer servlet and Redirector servlet.

The Redirector servlet provides the ability for third-party applications to use Cisco WebDialer. The Redirector servlet finds the appropriate Cisco Unified CallManager cluster for the WebDialer user and redirects the request to the WebDialer in that cluster. The Redirector functionality is only available for HTTP/HTML-based WebDialer client applications and is not available for Simple Object Access Protocol (SOAP)-based WebDialer applications.

For more information about Cisco WebDialer, refer to the Cisco WebDialer section of the Cisco Unified CallManager Features and Services Guide.

Requirements and Recommendations

Cisco WebDialer requires the Cisco CTIManager service (the services does not have to be on the same node but must be within the same Cisco Unified CallManager cluster).

Cisco WebDialer requires the Cisco Database Layer Monitor service.

Cisco WebDialer supports Microsoft Internet Explorer version 5.5 and above, Netscape Communicator version 4.7x and above, Open Source Mozilla 1.3 and above, and Opera Software ASA 7.0.

Service Installation and Configuration

You automatically install all services when you install Cisco Unified CallManager. After installation, use Cisco Unified CallManager Serviceability to activate and start the services that you want to use on your Cisco Unified CallManager servers. After an upgrade, Cisco Unified CallManager starts the services that were previously started on the server.


Note You must use the Serviceability Control Center tool to start and stop services. If you use the Windows Control Center, your services may not function properly. For information about starting and stopping services, refer to the Cisco Unified CallManager Serviceability Administration Guide.


You can configure your services by setting the appropriate service parameters. If you deactivate a service, Cisco Unified CallManager deletes any updated non-clusterwide parameter values. For information on service parameters, refer to the "Service Parameters Configuration" section in the Cisco Unified CallManager Administration Guide.

Trace Settings

Cisco Unified CallManager Serviceability provides a web-based trace tool to assist you and support personnel in troubleshooting Cisco Unified CallManager problems. You configure trace parameters for Cisco Unified CallManager services that are available on any Cisco Unified CallManager server in the cluster. For more information on configuring and using the trace tool, refer to the Cisco Unified CallManager Serviceability Administration Guide.

Services Configuration Checklist

Table 11-2 lists the steps for installing and configuring services.

Table 11-2 Services Configuration Checklist 

Configuration Steps
Procedures and Related Topics

Step 1 

Activate and start the services that you want to run on your Cisco Unified CallManager servers.

Cisco Unified CallManager Serviceability Administration Guide

Step 2 

Configure the appropriate service parameters.

Service Parameters Configuration, Cisco Unified CallManager Administration Guide

Step 3 

Troubleshoot problems by using the Cisco Unified CallManager Serviceability trace tool, if needed.

Cisco Unified CallManager Serviceability Administration Guide

Where to Find More Information

Related Topics

Conference Bridges, page 21-1

Music On Hold, Cisco Unified CallManager Features and Services Guide

Media Termination Points, page 24-1

Cisco TFTP, page 9-1

Cisco Unified CallManager Attendant Console, page 34-1

Service Parameters Configuration, Cisco Unified CallManager Administration Guide

Additional Cisco Documentation

Installing Cisco Unified CallManager 4.2(3)

Cisco Unified CallManager Serviceability Administration Guide

Cisco Unified CallManager Serviceability System Guide

Cisco Unified CallManager Features and Services Guide