Cisco Unified Communications Manager Features and Services Guide, Release 9.0(1)
Cisco Web Dialer
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Cisco Web Dialer

Cisco Web Dialer

This chapter provides information about Cisco Web Dialer, used in conjunction with Cisco Unified Communications Manager, which allows Cisco Unified IP Phone users to make calls from web and desktop applications.

Configure Cisco Web Dialer

Cisco Web Dialer, which is installed on a Cisco Unified Communications Manager server and used in conjunction with Cisco Unified Communications Manager, allows Cisco Unified IP Phone users to make calls from web and desktop applications. For example, Cisco Web Dialer uses hyperlinked telephone numbers in a company directory to allow users to make calls from a web page by clicking on the telephone number of the person that they are trying to call.

Perform the following steps to configure Cisco Web Dialer.

Procedure
    Step 1   Activate the Cisco Web Dialer service.
    Step 2   Configure the Webdialer servlet.
    Step 3   Configure Cisco Web Dialer as an application server in the Application Server window in Cisco Unified Communications Manager Administration.
    Step 4   Add each user that you want to use Web Dialer to the Standard End User Group for Cisco Unified Communications Manager.
    Step 5   Determine which language Web Dialer displays by setting the locale field in the Cisco Unified CM User Options menu.
    Step 6   (Optional)Configure the Redirector servlet.
    Step 7   (Optional)Configure the application dial rules for multiple cluster applications.
    Step 8   (Optional)Create a proxy user.
    Step 9   (Optional)Configure Cisco Web Dialer trace settings.
    Step 10   Configure Cisco Web Dialer alarms.

    Related Tasks
    Related References
    Related Information

    Cisco Web Dialer feature

    Cisco Web Dialer, which is installed on a Cisco Unified Communications Manager server and used in conjunction with Cisco Unified Communications Manager, allows Cisco Unified IP Phone users to make calls from web and desktop applications. For example, Cisco Web Dialer uses hyperlinked telephone numbers in a company directory to allow users to make calls from a web page by clicking on the telephone number of the person that they are trying to call.

    Cisco Web Dialer has two main components: Webdialer servlet and Redirector servlet.

    Webdialer servlet

    The Webdialer servlet, a Java servlet, allows Cisco Unified Communications Manager users in a specific cluster to make and complete calls, as well as to access their phone and line configuration.

    An application can interact with the Webdialer servlet through two interfaces:

    • The SOAP over HTTPS interface - This interface that is based on the Simple Object Access Protocol (SOAP) gets used to develop desktop applications such as Microsoft Outlook Add-in and SameTime Client Plug-in. Developers can use the isClusterUserSoap interface to design multicluster applications that require functionality similar to a Redirector servlet.
    • HTML over HTTPS interface - This interface that is based on the HTTPS gets used to develop web-based applications. Developers who use this interface can use the Redirector servlet for designing multicluster applications.

    Redirector servlet

    The Redirector servlet, a Java-based Tomcat servlet, finds the Cisco Unified Communications Manager cluster for a request that a Cisco Web Dialer user makes. It redirects that request to the specific Cisco Web Dialer server that is located in that user Cisco Unified Communications Manager cluster. Availability of the Redirector servlet occurs only for multicluster applications and only for applications that are developed by using HTML over HTTPS interfaces.

    Example of Cisco Web Dialer Using the Redirector Servlet

    For example, consider three clusters, each one in a single city such as San Jose (SJ-CM), Dallas (D-CM), and New York (NY-CM). Each cluster contains three Cisco Unified Communications Manager servers with Webdialer servlets that have been configured for Cisco Unified Communications Manager servers SJ-CM1, D-CM2, and NY-CM3.

    The system administrator configures the Webdialer servlets on any Cisco Unified Communications Manager server by entering the IP address of that specific Cisco Unified Communications Manager server in the List of Web Dialers service parameter (see the Set service parameters for the Web Dialer servlet). For information on configuring the Webdialer servlet and the Redirector servlet, see the Configure the Webdialer servlet and the Configure the redirector servlet.

    When a user who is located in San Jose clicks on a telephone number in the corporate directory search window that Cisco Web Dialer enables, the following actions happen:

    1. The user application (client) sends an initial makeCall HTTPS request to the Redirector servlet.
    2. If this request is received for the first time, the Redirector servlet reads the Cisco Web Dialer server cookie and finds it empty. For a repeat request, the Redirector servlet reads the IP address of the Cisco Web Dialer server that previously serviced the client and sends a isClusterUser HTTPS request only to that server.
    3. The Redirector servlet sends a response that asks for information, which results in the authentication dialog box opening for the user.
    4. The user enters the Cisco Unified Communications Manager user ID and password and clicks the Submit button.
    5. The Redirector servlet reads only the user identification from this information and sends an isClusterUser HTTPS request to each Cisco Web Dialer server that the system administrator has configured.
    6. The Redirector servlet redirects the original request from the user to SJ-CM1.

    Redundancy

    Because redundancy is important for applications that are running in a multicluster environment, this section describes one method to achieve that redundancy.

    If a single Redirector servlet is supporting multiple Cisco Web Dialers in a multicluster environment, it provides a single point of failure. For example, in Configure Web Dialer for the local language, a Redirector servlet runs on the San Jose cluster and also services the New York and Dallas clusters. If this Redirector servlet fails to run on the San Jose cluster, the users who are serviced by all three clusters cannot use Cisco Web Dialer.

    To avoid this single point of failure, configure Redirector servlets for each cluster. If the directory search window points to a URL such as https://sanjoseclustercompany.com:8443/webdialer/Redirector, change that URL to a virtual link such as https://webdialer-service.company.com/webdialer/Redirector. This virtual link points to a virtual machine that is using a Cisco DistributedDirector. All the Redirector servlets operate behind this virtual link.

    For more information on installing and configuring Cisco DistributedDirector, see the suite of documents for Cisco DistributedDirector.

    System requirements for Cisco Web Dialer

    Cisco Web Dialer requires the following software components:

    • Cisco Unified Communications Manager 5.0(2) or later
    • Cisco Unified IP Phones that CTI supports

    To configure your company directory search window for Cisco Web Dialer or the Cisco Unified Communications Manager directory search window, you must

    • Install and configure Cisco Unified Communications Manager.
    • Configure Cisco Web Dialer.

    You can launch Cisco Web Dialer from the Directory window, in Cisco Unified CM User Options. For example, you could access a URL similar to the following one:

    https://<IP address of Cisco Unified Communications Manager server>:8443/ccmuser/showhome.do.

    Interactions and restrictions

    This section describes the interactions and restrictions for Cisco Web Dialer.

    Interactions

    The following interactions apply to Cisco Web Dialer:

    • When using Client Matter Codes (CMC), the user must enter the proper code at the tone; otherwise, the IP phone disconnects, and the user receives reorder tone.
    • When using Forced Authorization Codes (FAC), the user must enter the proper code at the tone; otherwise, the IP phone disconnects, and the user receives reorder tone.
    • Cisco Web Dialer uses change notifications on the ApplicationDialRule database table to track and use the updated dial rules.

    Restrictions

    Cisco Web Dialer supports phones that run Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP) that Cisco Computer Telephony Integration (CTI) supports.


    Note


    Cisco Web Dialer supports only the 7970/71 and 7961/41 IP phone models that run SIP.


    Install and activate Cisco Web Dialer

    Cisco Web Dialer automatically installs on the server on which you installed Cisco Unified Communications Manager.

    Perform the following procedure to activate Cisco Web Dialer on the Cisco Unified Communications Manager server.

    Procedure
      Step 1   From the navigation area of the Cisco Unified Communications Manager application, choose Cisco Unified Serviceability and click Go.
      Step 2   Choose Tools > Service Activation.
      Step 3   Choose the Cisco Unified Communications Manager server that is listed in the Servers drop-down list box.
      Step 4   From CTI Services, check the check box next to Cisco Web Dialer Web Service.
      Step 5   Click Save.
      Note   

      You must also activate and start the CTI Manager service for Cisco Web Dialer to function properly. To ensure that the CTI Manager service is started, from Cisco Unified Serviceability, choose Tools > Control Center - Feature Services.


      Configure Cisco Web Dialer

      This section provides information to configure Cisco Web Dialer.


      Tip


      Before you configure Cisco Web Dialer, review the configuration summary task for Cisco Web Dialer.


      Configure the Webdialer servlet

      To configure the Webdialer servlet

      Set service parameters for the Web Dialer servlet

      Cisco Unified Communications Manager provides the following service parameters for the Webdialer servlet:

      • CAPF Profile Instance ID for Secure Connection to CTI Manager - This parameter specifies the Instance Id of the Application CAPF Profile for Application User WDSecureSysUser that this Cisco Web Dialer server will use to open a secure connection to CTI Manager.
      • Primary Cisco CTIManager - Enter the IP address of the primary Cisco CTIManager. The default IP address of the Cisco CTI Manager specifies 127.0.0.1, which is the local host server that is used to set up Cisco Web Dialer. The maximum length specifies 15 digits.
      • Backup Cisco CTIManager - Enter the IP address of the backup Cisco CTIManager. The maximum length specifies 15 digits. No IP address implies that no backup Cisco CTIManager exists.
      • User Session Expiry (in hours) - Enter the duration, in hours, for which the user login session is valid. A default value of 0 indicates that the login session is valid for an indefinite time, until Cisco Web Dialer Web Service is restarted the next time. The minimum length specifies 0 hours, and the maximum length specifies 168 hours.
      • Maximum Concurrent Call Requests - This parameter specifies the maximum number of concurrent WebDialer call requests that the WebDialer service can accept. For example:
        • –MCS 7825H2 supports a maximum of 2 calls per second. Cisco recommends setting the MaxConcurrentCallRequests (MCCR) value to 3 to allow callers to initiate and disconnect calls as needed.
        • MCS 7845H2 supports a maximum of 4 calls per second. Cisco recommends setting the MaxConcurrentCallRequests (MCCR) value to 8 to allow callers to initiate and disconnect calls as needed. Enter a lower value if RTMT alerts, alarms, or performance counters suggest the hardware associated with WebDialer is being overutilized (for example, spikes in CPU, entering Code Yellow). Enter a higher value to allow more simultaneous WebDialer call requests. Be aware that a higher value can add more load to the CPU. The maximum value specifies 8. The default value specifies 3.
      • Duration of End Call Dialog (in seconds) - Enter the duration, in seconds, to display the dialog to end a call. This dialog indicates that the user must end the call if the user dialed out in error. The default value specifies 15 seconds, with a maximum value of 60 seconds and a minimum value of 10 seconds. To disable the Duration of End Call Dialog service parameter, the user checks the Disable Auto-Close check box in the User Options window. If the Disable Auto-Close check box is checked, the End Call dialog does not close automatically, and the Hangup button returns the user to the Make Call window.
      • Apply Application Dial Rules on Dial - Default specifies True. If you do not need Cisco Web Dialer to use application dial rules, change the setting to False.
      • CTI Manager Connection Security Flag - This clusterwide parameter indicates whether security for the Cisco Web Dialer service CTI Manager connection gets disabled or complies with the security mode of the cluster. If security is enabled, Cisco Web Dialer opens a secure connection to CTI Manager by using the Application CAPF profile that is configured in Application CAPF Profile Instance Id for Secure Connection to CTI Manager parameter.

      Note


      All changes require a restart of the Cisco Web Dialer service for the changes to take effect.


      Use the following procedure initially to set or modify existing service parameters for the Webdialer servlet.

      Procedure
        Step 1   Choose System > Service Parameters.
        Step 2   From the Server drop-down list box, choose the Cisco Unified Communications Manager server on which you want to configure Cisco Web Dialer service parameters.
        Step 3   From the Service drop-down list box, choose the Cisco Web Dialer Web Service.

        Default values already exist for the parameters Primary Cisco CTIManager, Duration of End Call Dialog, User SessionExpiry (InHours), and Apply Application Dial Rules (True). Enter new values if your application requires them.

        The parameter Backup Cisco CTIManager does not have any default values that are assigned to it. Enter values for this parameter if your application requires a backup Cisco CTIManager.

        Step 4   For new parameter values to take effect, restart the Cisco Web Dialer Web Service.

        Configure Cisco Web Dialer in the application server window

        Instead of configuring the List of WebDialers service parameter, which limits the number of characters that you can enter, you can configure the WebDialer servers in the Application Server Configuration window in Cisco Unified Communications Manager Administration. To access the Application Server Configuration window, choose System > Application Server in Cisco Unified Communications Manager Administration. Cisco Web Dialer appears as one of the options in the Application Server Type drop-down list box.

        After you add a Cisco Web Dialer application server in the Application Server Configuration window, the server displays in the List of WebDialers field in the Service Parameter Configuration window for the Cisco WebDialer Web Service.


        Tip


        You can configure either the List of WebDialers service parameter or the Cisco Web Dialer application server through the Application Server Configuration window. If you add a Cisco Web Dialer application server in the Application Server Configuration window, the server displays in the List of WebDialers field in the Service Parameter Configuration window for the Cisco WebDialer Web Service. You can access the Service Parameter Configuration window by choosing System > Service Parameters in Cisco Unified Communications Manager Administration.


        If you configured the List of WebDialers field in the Service Parameter Configuration window for the Cisco WebDialer Web Service before the upgrade to Cisco Unified Communications Manager 8.0(2) (or higher), the configured list of Web Dialers gets automatically migrated during the upgrade.

        If you install Cisco Unified Communications Manager and plan to use Cisco Web Dialer, configure the Cisco Web Dialer application server in the Application Server Configuration window. You do not need to configure the List of WebDialers field in the Service Parameter Configuration window if you configure the application server in the Application Server Configuration window.

        Configure the application user

        The Web Dialer needs a CTI connection to make and end calls. The Web Dialer uses the application user and password that are required to create a CTI provider. (The database stores this value as application user and the system retrieves it from there.) To secure a TLS connection to CTI, see the Secure TLS connection to CTI.

        Secure TLS connection to CTI

        Cisco Web Dialer supports a secure (TLS) connection to CTI. Obtain the secure connection by using the "WDSecureSysUser" application user.


        Note


        You must configure a CAPF profile, in the Application User CAPF Profile Configuration windows in Cisco Unified Communications Manager Administration, that is configured for the instance ID for application user WDSecureSysUser to obtain a secure connection. If you enable security from the service Service Parameter Configuration window, the Cisco Web Dialer will open a secure connection to CTI Manager by using the Application CAPF profile. You should configure both the "CTI Manager Connection Security Flag" and the "CAPF Profile Instance ID for Secure Connection to CTI Manager" service parameters for the secure connection to succeed. See the Cisco Unified Communications Manager Administration Guide.


        Perform the following procedure to configure the application user.

        Procedure
          Step 1   Choose User Management > Application User.

          The Find and List Application Users window displays.

          Step 2   Click Find.
          Step 3   From the Find and List Application Users Application window, click WDSysUser or WDSecureSysUser.
          Note   

          To configure a CAPF profile, see Secure TLS connection to CTI in the Cisco Unified Communications Manager Administration Guide for general information and to the Cisco Unified Communications Manager Security Guide for details.

          Note   

          You can change the password that is associated with the WDSysUser. The application obtains the new password from the database.


          Configure Web Dialer for the local language

          Cisco Unified Communications Manager gives precedence to languages that are set up in the client browser; for example, Microsoft Internet Explorer (see the following figure). To change the language that the client displays, use the browser settings (not the Locale field in the Cisco Unified CM User Options menu). Conversely, Cisco Web Dialer gives precedence to the locale that is configured in the Cisco Unified CM User Options menu. Cisco Web Dialer accesses locales in the following ways:

          • You can configure a Cisco Web Dialer user for a locale from the Cisco Unified CM User Options menu; for example, Japanese. When the user logs in to Web Dialer, the Web Dialer preferences window displays in Japanese. The user can change the language to the browser language; for example, by using Microsoft Internet Explorer. Cisco Web Dialer recognizes the browser language only in the format ll_CC. For example, the Japanese locale gets defined as ja_JP.

          Note


          If the Japanese language displays incorrectly when you use Microsoft Windows, ensure that the Unicode font is installed on your machine.


          • You can configure a Cisco Web Dialer (Locale field is set to None in the Cisco Unified CM User Options menu). When the user logs in to Web Dialer, the Web Dialer preferences window displays in English. To change the language of the browser, the user must add a user-defined locale in the browser (using the format of ll_CC). For example, the Japanese locale gets defined as ja_JP.
          Figure 1. Locale Settings in Microsoft Internet Explorer

          See the documentation that came with your browser for information on how to change a user-defined locale. See Customizing Your Cisco Unified IP Phone on the Web for information on how to set the locale in the Cisco Unified CM User Options menu.

          Partition support

          Cisco Web Dialer includes partition information, provided by JTAPI, as well as line information. The following list comprises the different available configurations:

          • Lines with the same DN: Cisco Web Dialer handles different partition as different lines.
          • Lines with the same DN: Cisco Web Dialer handles same partition and different devices as shared lines.
          • Lines with the same DN: Cisco Web Dialer does not support same partition and in same device.

          Configure the redirector servlet

          Configure the Redirector servlet only if your applications require multiple clusters. Perform the following procedure to configure the Redirector servlet.

          Procedure
            Step 1   Choose System > Service Parameters.
            Step 2   From the Server drop-down list box, choose the Cisco Unified Communications Manager server on which you want to configure the Redirector Servlet.
            Step 3   From the Service drop-down list box, choose the Cisco Web Dialer Web Service.
            Step 4   For the parameter, List of Web Dialers, enter new values that your application requires. See the Set service parameters for the Web Dialer servlet for a description of this service parameter.

            Configure application Dial Rules

            Ensure that the application dial rules are configured for multiple cluster applications of Cisco Web Dialer.

            For information on configuring these application dial rules, see the Cisco Unified Communications Manager Administration Guide for dial rule design and error checking.


            Note


            Cisco Web Dialer must pick up the dial rule change without a restart.


            Add users to the standard CUCM users group

            For users to use the Cisco Web Dialer links in the User Directory windows in Cisco Unified Communications Manager, you must add each user to the Standard Cisco Unified Communications Manager End Users Group. The following procedure describes how to add users to this group.

            Procedure
              Step 1   Choose User Management > User Group.

              The Find and List User Group window displays.

              Click Find.

              Step 2   Click the Standard CCM End Users link.
              Step 3   The User Group Configuration window displays.
              Step 4   Click Add End Users to Group.

              The Find and List Users window displays.

              Step 5   Click Find. You can enter criteria for a specific user.
              Step 6   Check the check box next to the users that you want to add to the user group and click Add Selected.
              Note   

              If you want to add all users in the list of users, click Select All and then Add Selected.

              The users display in the Users in Group table on the User Group Configuration window.


              Create a proxy user

              Create a proxy user if you are using the makeCallProxy HTML over HTTP interface to develop an application for using Cisco Web Dialer. For information on the makeCallProxy interface, see the makeCallProxy section in the Cisco Web Dialer API Reference Guide.

              You can enable authentication proxy rights for either an existing user or a new user.

              Authentication Proxy Rights for Existing User

              Perform the following procedure to enable authentication proxy rights for an existing user.

              Procedure
                Step 1   Choose User Management > User Group.

                The Find and List User Group window displays.

                Click Find.

                Step 2   Click the Standard EM Authentication Proxy Rights link.

                The User Group Configuration window displays.

                Step 3   Click Add End Users to Group.

                The Find and List Users window displays.

                Click Find. You can also add a criteria for a specific user.

                Step 4   Choose the user to which you want to add proxy rights and click Add Selected.
                Note   

                If you want to add all the users in the list, click Select All and then click Add Selected.

                The user displays in the Users in Group table on the User Group Configuration window.


                Authentication Proxy Rights for New User

                Perform the following procedure to enable authentication proxy rights for a new user.

                Procedure
                  Step 1   Choose User Management > End User.
                  Step 2   Click Add New.
                  Step 3   Enter the following mandatory fields:

                  Last Name; User ID; Password; Confirm Password; PIN; and Confirm PIN.

                  Step 4   Click Save.
                  Step 5   Choose User Management > User Group.

                  The Find and List User Group window displays.

                  Step 6   Click the Standard EM Authentication Proxy Rights link.

                  The User Group Configuration window displays.

                  Step 7   Click Add End Users to Group.

                  The Find and List Users window displays.

                  Step 8   Click Find. You can also enter criteria for a specific user.
                  Step 9   Choose the user to which you want to add proxy rights and click Add Selected.
                  Note   

                  If you want to add all the users in the list, click Select All and then click Add Selected.

                  The user displays in the Users in Group table on the User Group Configuration window.


                  Trace settings

                  You can configure trace settings from Cisco Unified Serviceability Administration. Use the following CLI commands to access the trace files:

                  file get activelog tomcat/logs/webdialer/log4j

                  file get activelog tomcat/logs/redirector/log4j

                  You can use the Real Time Monitoring Tool (RTMT) to collect traces.


                  Note


                  The same trace settings apply to both Cisco Web Dialer and Redirector.


                  Perform the following procedure to enable debug traces for Cisco Web Dialer.

                  Procedure
                    Step 1   From the navigation drop-down list box of the Cisco Unified Communications Manager application, choose Cisco Unified Serviceability and then click Go.
                    Step 2   Choose Trace > Configuration.
                    Step 3   From the Server drop-down list box, choose the server on which you want to enable traces for Cisco Web Dialer.
                    Step 4   From the Service drop-down list box, choose the Cisco Web Dialer Web Service.
                    Step 5   In the Trace Configuration window, change the trace settings according to your troubleshooting requirements. For more information on traces, see the Cisco Unified Serviceability Administration Guide.
                    Step 6   Click Save.