Cisco WebDialer
Administering Cisco WebDialer
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Administering Cisco WebDialer

Table Of Contents

Administering Cisco WebDialer

Audience

Prerequisites

Overview

Installing and Configuring Cisco WebDialer

Installing Cisco WebDialer

Configuring the WebDialer Servlet

Configuring the Redirector Servlet (Optional)

Enabling directory.asp

Enabling SOAP Interfaces (Optional)

Configuring Application Dial Rules (Optional)

Creating a Proxy User (Optional)

Redundancy


Administering Cisco WebDialer


This chapter provides information on how to administer Cisco WebDialer and contains the following sections:

Audience

Prerequisites

Overview

Installing and Configuring Cisco WebDialer

Creating a Proxy User (Optional)

Audience

This chapter is intended for Cisco CallManager administrators who are administering Cisco WebDialer Version 1.0(3), and assumes that the administrator is familiar with Cisco CallManager. For more information on Cisco CallManager, refer to the list of Cisco CallManager documents in the "Related Documentation" section in the Preface.

Prerequisites

To configure your company directory search page for Cisco WebDialer or the Cisco CallManager directory search page, your system administrator must:

Install and configure Cisco CallManager.

Install and configure Cisco WebDialer.

For a list of documents on Cisco CallManager, refer to the "Related Documentation" section in the Preface.

Overview

Cisco WebDialer is installed on a Cisco CallManager server, and used in conjunction with Cisco CallManager to allow Cisco IP phone users to make calls from web and desktop applications. For example, Cisco WebDialer uses hyperlinked telephone numbers in a company directory, allowing users to make calls from the web page by clicking on the telephone number of the person they are trying to call.

The two main components of Cisco WebDialer are the Webdialer and Redirector servlets.

Webdialer Servlet

The WebDialer servlet is a Java servlet that allows Cisco CallManager users in a specific cluster to make and end calls, as well as access their phone and line configuration. For example, Microsoft Outlook calls the specific SOAP interface method on the Cisco WebDialer server and requests a list of all the phone devices, and the telephone numbers associate with those devices for a specific user. These Webdialer servlets are located on the Cisco CallManager servers that are configured by the Cisco CallManager system administrator.

Redirector Servlet

The Redirector servlet is a Java based Tomcat servlet that finds the Cisco CallManager cluster for a request made by a Cisco WebDialer user. It redirects that request to the specific Cisco WebDialer server located in that user's Cisco CallManager cluster. The Redirector servlet is used only for multi-cluster applications, and is available only for applications that are developed using HTML over HTTP interfaces.

Figure 2-1 Multiple Clusters

Figure 2-1 illustrates how a Redirector servlet redirects a call in a multi-cluster environment. 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 CallManager servers with Webdialer servlets that have been configured for Cisco CallManager servers SJ-CM1, D-CM2, and NY-CM3.

The system administrator configures the Webdialer servlets on any of the Cisco CallManager servers by entering the IP address of that specific Cisco CallManager server in the wdservers service parameter. For information on configuring Webdialer and Redirector servlets, refer to the "Installing and Configuring Cisco WebDialer" section.

When a user located in San Jose clicks on a telephone number in the corporate directory search page which is enabled by Cisco WebDialer:


1. The Cisco CallManager server sends an intial makeCall HTTP request to the Redirector servlet.

2. If this request is received for the first time, the Redirector servlet reads the Cisco WebDialer server cookie and finds it empty.

For a repeat request, the Redirector servlet reads the IP address of the Cisco WebDialer server that previously serviced the client and sends a isClusterUser HTTP request only to that server.

3. The Redirector servlet sends back a response asking for information, which results in the authentication dialog box opening up for the user.

4. The user enters the Cisco CallManager user ID and password and clicks the Submit button.

5. The Redirector servlet reads only the user identification from this information and sends a isClusterUser HTTP request to each of the Cisco WebDialer servers that have been configured by the system administrator.

Figure 2-1 illustrates how this request is sent to the Webdialer servlets that have been configured for SJ-CM1, D-CM2 and NY-CM3. Depending on the geographical location of the calling party, the WebDialer servlet from the cluster representing that location responds positively to the Redirector servlet. The remaining Webdialer servlets that were contacted, return a negative response. The WebDialer servlet SJ-CM1 responds positively to the request because the calling party is located in San Jose (SJ-CM).

6. The Redirector servlet redirects the original request from the user to SJ-CM1.


Installing and Configuring Cisco WebDialer

This section describes the tasks required to install and configure Cisco WebDialer.

Before you install and configure Cisco WebDialer, you must install and configure Cisco CallManager, release 3.3(3).


Caution For a service or an engineering release of Cisco CallManager 3.3(3):
Upgrading to a new version of the same release on a server on which Cisco WebDialer has been installed breaks Cisco WebDialer functionality. To restore Cisco WebDialer functionality, follow the procedure in the section " Reinstalling Cisco WebDialer after Upgrading Cisco CallManager, release 3.3 (3)."

Reinstalling Cisco WebDialer after Upgrading Cisco CallManager, release 3.3 (3)


1. Uninstall Cisco WebDialer that currently runs on the Cisco CallManager server that you want to upgrade.

2. Upgrade Cisco CallManager to your desired version of release 3.3(3).

3. Reinstall Cisco WebDialer on that same Cisco CallManager server.


For documentation on installing and configuring Cisco CallManager 3.3(3), refer to the "Related Documentation" section in the Preface.

To install and configure Cisco WebDialer:

1. Install Cisco WebDialer on a Cisco CallManager server running Cisco CallManager release 3.3(3).

2. Configure the Webdialer Servlet. See Configuring the WebDialer Servlet for details.

3. Configure the Redirector Servlet. See Configuring the Redirector Servlet (Optional) for details.

4. Configure the application dial rules for multiple cluster applications. See Configuring Application Dial Rules (Optional) for details.

5. Enable the SOAP Interfaces. Use this procedure only if you install Cisco WebDialer on a Cisco CallManager server that is used as a subscriber server. See Enabling SOAP Interfaces (Optional) for details.

Installing Cisco WebDialer

Follow this procedure to install Cisco WebDialer Version 1.0(3) on a Cisco CallManager server running Cisco CallManager release 3.3(3):


Step 1 Download the executable (.exe) file located at http://www.cisco.com/cgi-bin/tablebuild.pl/callmgr-33.

Step 2 Launch the executable file which launches the InstallShield Wizard. The InstallShield Wizard leads you through the installation.

Step 3 After you complete the installation using the InstallShield Wizard:

Configure the WebDialer and Redirector servlets

Configure the application dial rules (optional)

Enable the SOAP interfaces (optional).


Configuring the WebDialer Servlet

The WebDialer servlet is located at http://ipaddress/webdialer/Webdialer?destination=xxxx, where ipaddress is the IP address of the Cisco CallManager server on which you are installing Cisco WebDialer.

To configure the Webdialer servlet:


Step 1 The executable (.exe) file that was downloaded from CCO installs the initialization (.ini) file on your system hard drive at:

C:\Program Files\Cisco\WebDialer\configwd.ini

Step 2 Open the configwd.ini file located at C:\Program Files\Cisco\WebDialer\configwd.ini. There are five parameters in the file: TraceOn, PrimaryCTIManager, BackupCTIManager, EndCallDialogDuration, and UserSessionExpiryInHours.

Four of these parameters, TraceOn, PrimaryCTIManager, EndCallDialogDuration, and UserSessionExpiryInHours have default values already assigned to them. Enter new values if required by your application.

The parameter BackupCTIManager does not have any default values assigned to it. Enter values for this parameter if your application requires a backup CTI Manager.

TraceOn

Enter a value of True or False to turn debug traces On or Off for the Webdialer servlet.

PrimaryCTIManager

Enter the IP address of the primary Cisco CTIManager. The default IP address of the CTI Manager is 127.0.0.1, which is the local host server that is used to set up Cisco WebDialer. The maximum length is fifteen digits.

BackupCTIManager

Enter the IP address of the backup Cisco CTIManager. The maximum length is fifteen digits. No IP address implies that there is no backup CTI Manager.

EndCallDialogDuration

Enter the duration, in seconds, to display the dialog to end a call. This dialog indicates that the user must end their call if they dialed out in error. The default value is fifteen seconds, with a maximum value of sixty seconds and a minimum value of ten seconds.

UserSessionExpiryInHours

Enter the duration, in hours, for which the user's login session is valid. A default value of 0 indicates that the login session is valid for an indefinite amount of time.


Step 3 Restart the Cisco Tomcat Service for the parameter values to take effect.


Configuring the Redirector Servlet (Optional)

Configure the Redirector servlet only if your applications require multiple clusters. For single-cluster applications, use the Cisco CallManager directory search page (directory.asp) which is bundled in Cisco CallManager.

The Redirector servlet is located at http://ipaddress/webdialer/Redirector?destination=xxxx, where ipaddress is the IP address of the Cisco CallManager server on which you are installing Cisco WebDialer.


Note Do not download the executable file again. The executable file installs the Redirector servlet file (configrd.ini file ) and the WebDialer servlet file (configwd.ini) when you download the executable file to install Cisco WebDialer.


To configure the Redirector servlet:


Step 1 Open the configrd.ini file located at C:\Program Files\Cisco\WebDialer\configrd.ini. There are two parameters in the file: wdservers, and TraceOn.

The parameter TraceOn has default values already assigned to it. Enter new values if required by your application. For wdservers, enter new values as required by your application.

wdservers

Enter the IP address of the Cisco CallManager server on which Cisco WebDialer is enabled. Each IP address is separated by a space. Only one WebDialer servlet per cluster should be enabled. If more than one WebDialer servlet per cluster is enabled, the end user sees a drop-down menu on the computer screen when they click on the telephone number of the person they wish to call. This drop-down menu contains the different locations where the calling party (end user making the call) is located. The end user chooses the appropriate location and proceeds to make the call.

TraceOn

Enter a value of True or False to turn debug traces On or Off for the Redirector servlet.


Step 2 Restart the Cisco Tomcat Service for the parameter values to take effect.


Enabling directory.asp

For single-cluster applications, access Cisco WebDialer through the Cisco CallManager directory search page (directory.asp) which is bundled with Cisco CallManager and located at:

http://<CallManager_server_on_which_Cisco WebDialer is installed>/CCMuser/directory.asp.

For documentation on Cisco CallManager, refer to the "Related Documentation" section in the Preface. Cisco WebDialer can also be accessed through customized directory search applications that can be developed using Simple Access Object Protocol (SOAP) or HTML interfaces. For information on these interfaces, refer to Chapter 3 "Cisco WebDialer API Reference".

Enabling SOAP Interfaces (Optional)

If the SOAP interfaces are not enabled after installing Cisco WebDialer on a Cisco CallManager server, restart the Cisco Tomcat Service.

Configuring Application Dial Rules (Optional)

The application dial rules must be configured only for multiple cluster applications of Cisco WebDialer. You need not configure these dial rules if you are using the Cisco CallManager directory search page (directory.asp) for single-cluster applications.

To configure these application dial rules, refer to the Cisco IP Manager Assistant document located at: www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/sys_ad/3_3_2/ccmfeat/fsipma.htm

Creating a Proxy User (Optional)

Create a proxy user if you are using the makeCallProxy HTML over HTTP interface to develop your Cisco WebDialer application. For information on the makeCallProxy interface, refer to "makeCallProxy" section in Chapter 3 "Cisco WebDialer API Reference."

For information on administering Cisco CallManager and its related features, refer to the list of documents in the "Related Documentation" section in the Preface.

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

To enable authentication proxy rights for an existing user:


Step 1 Launch the Cisco CallManager Administration page locally by selecting Start > Programs > Cisco CallManager 3.3.

Step 2 Click User > Global Directory

Step 3 Enter the name of the Cisco CallManager user and click Search. A user information page opens, listing the Last Name, First Name, User ID, and Department of the user.

Step 4 Click on any of the fields listed in step 3. A user configuration page opens for that user.

Step 5 Click the Extension Mobility link from the left panel of the page. The Extension Mobility page opens for that user.

Step 6 Scroll down the page and select the option "Enable Authentication Proxy Rights" by clicking in the box.

Step 7 Click Update Selected.


To enable authentication proxy rights for a new user:


Step 1 Launch the Cisco CallManager Administration page locally by selecting Start > Programs > Cisco CallManager 3.3.

Step 2 Click User > Add New User

Step 3 Enter the following mandatory fields:

First Name; Last Name; User ID; User Password; Confirm Password; PIN; and Confirm PIN. Click Insert.

Step 4 Click the Extension Mobility link from the left panel of the page. The Extension Mobility page opens for that user.

Step 5 Scroll down the page and click the check box Enable Authentication Proxy Rights.

Step 6 Click Update Selected.


Redundancy

Redundancy is important for applications running in a multi-cluster environment. This section describes one of the methods used to achieve that redundancy.

If a single Redirector servlet is used to run on multiple clusters in a multi-cluster environment, it becomes a single point of failure. For example, in Figure 2-1, 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 serviced by all three clusters cannot use Cisco WebDialer.

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

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