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Installation and Administration Guide, Release 1.1(1)

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Cisco CallManager Attendant Console Installation and Administration Guide, Release 1.1(1)

Table Of Contents

Cisco CallManager Attendant Console Installation and Administration Guide, Release 1.1(1)

Contents

Cisco CallManager Attendant Console Configuration Checklist

Before You Begin

Configuring Cisco CallManager Attendant Console Users

Adding an Attendant Console User

Viewing, Updating, and Deleting Attendant Console Users

Attendant Console User Configuration Settings

Understanding Pilot Points and Hunt Groups

Understanding Linked Hunt Groups

Configuring Pilot Points

Adding a Pilot Point

Viewing, Updating, or Deleting a Pilot Point

Pilot Point Configuration Settings

Configuring Hunt Groups

Adding Hunt Group Members

Configuring Linked Hunt Groups

Viewing, Updating, or Deleting Hunt Group Members

Hunt Group Configuration Settings

Understanding the Cisco CallManager Attendant Console Directory

Starting the Cisco Telephony Call Dispatcher

Cisco CallManager Attendant Console Server Configuration

Viewing Cisco CallManager Attendant Console Performance Monitors

Cisco CallManager Attendant Console Requirements

Attendant Console Requirements

Cisco IP Phone Requirements for Use with the Attendant Console

Downloading Cisco CallManager Attendant Console from CCO

Configuring the ac User

Associating Devices and Pilot Points with the ac User

Installing the Cisco CallManager Attendant Console

Configuring Cisco CallManager Attendant Console Settings

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Cisco CallManager Attendant Console Installation and Administration Guide, Release 1.1(1)



Note All references to Cisco WebAttendant apply to Cisco CallManager Attendant Console.


Cisco CallManager Attendant Console, a client-server application, allows you to set up Cisco IP phones as attendant consoles. Employing a graphical user interface, the attendant console uses speed-dial buttons and quick directory access to look up phone numbers, monitor line status, and direct calls. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company, or another employee can use it to manage his own telephone calls.

The attendant console installs on a PC with IP connectivity to the Cisco CallManager system. The attendant console works with a Cisco IP phone that is registered to a Cisco CallManager system (one attendant console for each phone that will be used as an attendant console). Multiple attendant consoles can connect to a single Cisco CallManager system.

The application registers with and receives call-dispatching services from the Cisco Telephony Call Dispatcher (TCD) services on the Cisco CallManager.

Contents

This document contains the following topics:

Cisco CallManager Attendant Console Configuration Checklist

Before You Begin

Configuring Cisco CallManager Attendant Console Users

Understanding Pilot Points and Hunt Groups

Configuring Pilot Points

Configuring Hunt Groups

Understanding the Cisco CallManager Attendant Console Directory

Starting the Cisco Telephony Call Dispatcher

Cisco CallManager Attendant Console Server Configuration

Viewing Cisco CallManager Attendant Console Performance Monitors

Cisco CallManager Attendant Console Requirements

Downloading Cisco CallManager Attendant Console from CCO

Configuring the ac User

Associating Devices and Pilot Points with the ac User

Installing the Cisco CallManager Attendant Console

Configuring Cisco CallManager Attendant Console Settings

Cisco CallManager Attendant Console Configuration Checklist

Perform the following steps in the table to set up the attendant console:

Table 1 Attendant Console Configuration Checklist 

Configuration Steps
Related Procedures and Topics

Step 1 

Verify that the server cluster runs a compatible version of Cisco CallManager.

Before You Begin

Step 2 

Add attendant console users in Cisco CallManager Administration.

Configuring Cisco CallManager Attendant Console Users

Step 3 

Set up pilot points and hunt groups in Cisco CallManager Administration.

Understanding Pilot Points and Hunt Groups

Step 4 

Make sure the Cisco Telephony Call Dispatcher (TCD) service activates and runs on all Cisco CallManagers servers in the cluster.

Cisco CallManager Serviceability Administration Guide

Starting the Cisco Telephony Call Dispatcher

Step 5 

Make sure that each attendant Cisco IP phone is set up correctly for use with attendant console.

Cisco IP Phone Requirements for Use with the Attendant Console

Step 6 

Download the Cisco WebAttendant plugin from the web.

Downloading Cisco CallManager Attendant Console from CCO

Step 7 

Configure a user called "ac" in Cisco CallManager Administration and associate the attendant console phones and pilot points to the ac user.

Configuring the ac User

Associating Devices and Pilot Points with the ac User

Step 8 

Install and configure the attendant console on each attendant console user PC.

Installing the Cisco CallManager Attendant Console

Configuring Cisco CallManager Attendant Console Settings

Attendant Console Requirements


Before You Begin

Before you configure and install Cisco CallManager Attendant Console, verify that the Cisco CallManager cluster associated with the attendant console runs one of the following versions of Cisco CallManager, which serve as minimum compatibility requirements:

Cisco CallManager 3.2(1)

Cisco CallManager 3.1(3a)

Cisco CallManager 3.1(2c)

For Cisco CallManager installation and upgrade procedures, click the following URL and navigate to the appropriate documentation:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/index.htm

When you download the executable from the web, you automatically replace the Cisco WebAttendant plugin in Cisco CallManager Administration with the plugin that is used for the Cisco CallManager Attendant Console. You also replace the existing Cisco TCD service with an updated version of the Cisco TCD service. You must download the executable onto each server in the cluster.

Configuring Cisco CallManager Attendant Console Users

Attendant console users comprise special user accounts that are created in the Cisco WebAttendant User Configuration window in Cisco CallManager Administration. Administrators can add or delete attendant console users and modify user IDs and password information from Cisco CallManager Administration.

Before a user can log in to an attendant console to answer and direct calls, you must add the user as an attendant console user and assign the user a password.


Note Be aware that attendant console user IDs and passwords are not the same as Directory users and passwords that are entered in the User area of Cisco CallManager Administration.


If a user cannot log in to the attendant console, make sure that Cisco CallManager and Cisco TCD are both running. Verify that the user has been added in the Cisco WebAttendant User Configuration area of Cisco CallManager Administration and that the correct user name and password are specified in the attendant console Settings dialog box.

This section covers the following procedures:

Adding an Attendant Console User

Viewing, Updating, and Deleting Attendant Console Users

Adding an Attendant Console User

This section describes how to add an attendant console user. You must add users through the Cisco WebAttendant User Configuration window in Cisco CallManager Administration before they can log in to an attendant console.


Note Be aware that attendant console user IDs and passwords are not the same as Directory users and passwords that are entered in the User area of Cisco CallManager.


Procedure


Step 1 Choose Service > Cisco WebAttendant.

Step 2 In the upper, right corner of the window, click the Cisco WebAttendant User Configuration link.

Step 3 Enter the appropriate configuration settings as described in Table 2.

Step 4 Click Insert to add the new user. The Cisco WebAttendant User Configuration window refreshes, and the new User ID displays in the list on the left side of the window.

Step 5 To add additional users, repeat Step 3 and Step 4.


Viewing, Updating, and Deleting Attendant Console Users

This section describes how to view, update, or delete a Cisco attendant console user.

Procedure


Step 1 Choose Service > Cisco WebAttendant.

Step 2 In the upper, right corner of the window, click the Cisco WebAttendant User Configuration link.

The Cisco WebAttendant User Configuration window displays with a list of current users on the left side of the window.

Step 3 Click the name of the user that you want to modify or delete.

Step 4 Make the desired changes. See Table 2 for a description of Cisco WebAttendant user configuration settings.

Step 5 Click Update to save the changes, Delete to remove the user, or Cancel Changes to exit the window without making any changes.


Attendant Console User Configuration Settings

Use Table 2, which describes Cisco attendant console user configuration settings, to complete procedures in the "Adding an Attendant Console User" and "Viewing, Updating, and Deleting Attendant Console Users" sections.

Table 2 Attendant Console User Configuration Settings

Field
Description

User ID

Enter the login name for the new Cisco attendant console user. Enter up to 50 alphanumeric characters.

Password

Enter a password of up to 50 alphanumeric characters.

Confirm

Re-enter the same password.

Station Type

Not used. If specified, the attendant console ignores this setting.


Understanding Pilot Points and Hunt Groups

A pilot point, a virtual directory number that is never busy, alerts the Cisco Telephony Call Dispatcher (TCD) to receive and direct calls to hunt group members. A hunt group comprises a list of destinations that determine the call redirection order.

For Cisco TCD to function properly, make sure that the pilot point number is unique throughout the system (it cannot be a shared line appearance). When configuring the pilot point, you must choose one of the following options from the Pilot Point Configuration window in Cisco CallManager Administration:

First Available Hunt Group Member—Cisco TCD goes through the members in the hunt group in order until it finds the first available destination for routing the call.

Longest Idle Hunt Group Member—This feature arranges the members of a hunt group in order from longest to shortest idle time. Cisco TCD finds the member with the longest idle time and, if available routes the call. If not, Cisco TCD continues to search through the group. This feature evenly distributes the incoming call load among the members of the hunt group.

If the voice-mail number is the longest idle member of the group, Cisco TCD will route the call to voice mail without checking the other members of the group first.


Note Cisco recommends that you configure your pilot points and hunt groups through Cisco CallManager Administration before you install the attendant console.



Note In the Pilot Point Configuration window in Cisco CallManager Administration, you must choose a device pool associated with the pilot point for pilot point redundancy to work.


When a call comes into a pilot point, Cisco TCD uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. During hunt group configuration, you must specify whether a hunt group member serves as a directory number (device member) or as an attendant console user plus a line number (user member). If a directory number is specified, Cisco TCD only checks whether the line is available (not busy) before routing the call. If a user and line number are specified, Cisco TCD confirms the following details before routing the call:

That the user is logged in to the attendant console

That the user is online

That the line is available

When you specify a user and line number, the user can log in to and receive calls on any Cisco IP phone in the cluster that is controlled by the attendant console.


Caution To handle overflow conditions, configure your hunt groups, so Cisco TCD route calls to one or more attendant consoles or voice-mail numbers. To ensure that the voice-mail number can handle more than one call at a time, check the Always Route Member check box in the Hunt Group Configuration window.

Example 1 Pilot Points and Hunt Groups Working Together

Assume a pilot point named Support exists at directory number 4000. The hunt group for the Support pilot point contains the following members:

Support Admin, Line 1 and Support Admin, Line 2 (Support Admin represents the attendant console login for the administrative assistant for Support.)

Three directory numbers for support staff, i.e., 1024, 1025, and 1026, listed in the hunt group in that order

A voice-mail number, 5060, which is the final member of the hunt group

Figure 1 Pilot Point and Hunt Group Example

As shown in Figure 1, the following example describes a simple call-routing scenario where the user chose First Available Hunt Member during the configuration of the pilot point:

1. The attendant console receives a call and directs it to the Support Pilot Point, directory number 4000.

2. Because 4000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing option, the Cisco Telephony Call Dispatcher (TCD) that is associated with the pilot point checks the members of the hunt group in order, beginning with Support Admin, Line 1. Cisco TCD determines that the Support Admin user is not online, directory number 1024 is busy, directory number 1025 is busy, and directory number 1026 is available.

3. Cisco TCD routes the call to the first available directory number, which is 1026. Because 1026 is available, the Cisco TCD never checks the 5060 number.

Understanding Linked Hunt Groups

Linking hunt groups together allows the Cisco TCD to search through more than one hunt group when routing calls. When configured properly, pilot points create a link between hunt groups. Cisco TCD searches each hunt group according to the call-routing method chosen during configuration.

Consider the following guidelines when linking hunt groups together:

Configure the individual pilot points and hunt groups first.

For all except the last hunt group, make sure that the final member of the hunt group is the pilot point for the next hunt group. The pilot point from each group creates a link between the hunt groups, as seen in Figure 2.

To handle overflow conditions, choose a voice-mail or auto-attendant number as the final member of the last linked hunt group in the chain. If Cisco TCD cannot route the call to any other members in the hunt groups, then the call goes immediately to the voice-mail number in the final hunt group.

Check the Always Route Member check box in the Hunt Group Configuration window for only the final member of each hunt group.


Caution Cisco strongly recommends that you do not link the last hunt group back to the first hunt group.

Example 2 Linked Hunt Groups Working Together

Consider the following information shown in Figure 2:

Three pilot points that are numbered 1, 2, and 3 exist at directory numbers 1000, 2000, and 3000, respectively.

The last hunt group member of Pilot 1 acts as the pilot point for Pilot 2, while the last hunt group member of Pilot 2 serves as the pilot point for Pilot 3.

During hunt group configuration, the administrator checked Always Route Member for the last member of each hunt group.

Each hunt group contains four members, including the linked pilot point.

JSmith, RJones, and CScott designate attendant console users specified as user/line pairs in the hunt groups.

In Pilot 2, two directory numbers, 35201 and 35222, exist.

The final hunt group member of Pilot 3, voice-mail number 5050, handles overflow conditions. The administrator checked Always Route Member when he configured this final hunt group member.

Figure 2 Linked Hunt Group Example

As represented in Figure 2, the following example describes a simple call- routing scenario for linked hunt groups:

1. The attendant console receives a call and directs it to the first pilot point of the chain, directory number 1000.

2. Because 1000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing method, the Cisco Telephony Call Dispatcher (TCD) checks the members in the hunt group in order, beginning with JSmith, Line 1. Cisco TCD determines that the first three members of the hunt group are unavailable and, therefore, routes the call to directory number 2000, the link to Pilot 2.

3. When the call reaches Pilot 2, Cisco TCD attempts to route the call to the longest idle hunt group member. Directory numbers 35201 and 35222 are busy, and RJones, Line 3, is offline. Cisco TCD routes the call to the last member of the group, directory number 3000, the link to Pilot 3.

4. Cisco TCD searches through Pilot 3 to find the first available member who is not busy. When Cisco TCD determines that CScott, Line 2, is the first available member, Cisco TCD routes the call to that line. Cisco TCD never checks voice-mail number 5050.

Configuring Pilot Points

You must configure pilot points and hunt groups through Cisco CallManager Administration before the Cisco Telephony Call Dispatcher (TCD) can route calls.

This section contains the following topics:

Adding a Pilot Point

Viewing, Updating, or Deleting a Pilot Point

Pilot Point Configuration Settings

Adding a Pilot Point

This section describes how to add a pilot point.

Procedure


Step 1 Choose Service > Cisco WebAttendant.

Step 2 Enter the appropriate settings as described in Table 3.

Step 3 Click Insert.

Now that the pilot point is created, the Pilot Point Configuration window refreshes to display the name of the new pilot point in the list on the left. The new pilot point and its settings display.

Once the pilot point is created, you must configure a hunt group to specify how the calls that come in to the pilot point are redirected.


Viewing, Updating, or Deleting a Pilot Point

This section describes how to view, update, or delete a pilot point.


Note You do not have to restart Cisco TCD or Cisco CallManager after deleting a pilot point for the deletion to take effect.


Procedure


Step 1 Choose Service > Cisco WebAttendant.

The Pilot Point Configuration window displays, and the list on the left side of the window shows all currently configured pilot points.

Step 2 Click the name of the pilot point that you want to modify or delete. The window refreshes to display information for the chosen pilot point.

Step 3 Make the desired changes. See Table 3 for a description of pilot point configuration settings.

Step 4 Click Update to modify the pilot point or click Delete to remove the pilot point.

Within approximately 10 minutes after you delete a pilot point, Cisco TCD will stop directing calls to any hunt group members that are associated with that pilot point.


Pilot Point Configuration Settings

Use Table 3, which describes pilot point configuration settings, to complete procedures in the "Adding a Pilot Point" and "Viewing, Updating, or Deleting a Pilot Point" sections.

Table 3 Pilot Point Configuration Settings 

Field
Description

Pilot Name

Enter up to 50 alphanumeric characters, including spaces, to specify a descriptive name for the pilot point.

Device Pool

The device pool comprises a group of Cisco CallManagers in prioritized order. The first Cisco CallManager in the list represents the primary Cisco CallManager for the pilot point.

Partition

Choose None from the drop-down list box.

Attendant console pilot points do not belong to partitions.

Calling Search Space

To designate the partitions that the pilot point searches when attempting to route a call, choose a calling search space from the drop-down list.

Pilot Number (DirN)

Enter a directory number into this field to designate a directory number for this pilot point.

Make sure that this number is unique throughout the system (that is, it cannot be a shared line appearance).

Route Calls To

From the drop-down list, choose the First Available Hunt Group Member option to route incoming calls to the first available member of a hunt group.

From the drop-down list, choose the Longest Idle Hunt Group Member option to order members based on the time that each directory number or line remains idle.

If the voice-mail number is the longest idle member of the group, Cisco TCD will route the call to voice mail without first checking the other members of the group.


Configuring Hunt Groups

After you configure the pilot point, you must configure the hunt group. A hunt group comprises a list of destinations (either directory numbers or attendant console user/line numbers) that determine the call redirection order.

This section covers the following procedures:

Adding Hunt Group Members

Configuring Linked Hunt Groups

Viewing, Updating, or Deleting Hunt Group Members

Hunt Group Configuration Settings

Adding Hunt Group Members

This section describes how to add hunt group members.

Procedure


Step 1 Choose Service > Cisco WebAttendant. The Pilot Point Configuration window displays.

Step 2 Choose the pilot point for which you want to add hunt group members. A list of available pilot points appears on the left side of the Pilot Point Configuration window.

Step 3 To add hunt group members to this pilot point, click the link to Hunt Group Configuration in the upper, right corner of the Pilot Point Configuration window. Figure 3 shows an example of the Hunt Group Configuration window.

Figure 3 Hunt Group Configuration Window

Step 4 Click Add Member. The Hunt Group Members list initially displays the text <<Not Configured>>.

Step 5 Decide whether the hunt group member that you want to add will be a directory number (device member) or a user and line number (user member):

If you specify a directory number, Cisco TCD always attempts to route the call to that number.


Note Cisco TCD handles overflow conditions by routing calls to multiple attendant consoles or voice-mail numbers. In the Hunt Group Configuration window, check the Always Route Member check box, so the voice-mail number receives multiple calls at the same time.


If you specify an attendant console user and line number, Cisco TCD first checks whether the attendant console user is logged in to an attendant console and online before attempting to route the call. When you specify a user and line number, the user can log in to and receive calls on any Cisco IP phone in the cluster that is controlled by the attendant console.

Step 6 Enter the appropriate configuration settings for the new hunt group member as described in Table 4:

If the hunt group member is a directory number, fill in only the Partition and Directory Number fields in the Device Member Information section. The optional Always Route Member check box only applies to directory numbers.

If the hunt group member is a user and line number, fill in only the User Name and Line Number fields in the User Member Information section.


Note The User Name that you specify designates an attendant console User ID. This user name does not duplicate a User ID added through the Cisco CallManager User area of Cisco CallManager Administration.


As you make selections, the Hunt Group Members list box reflects the information that you choose. The Hunt Group Members list displays either the device directory number or the attendant console user name and line number; for example:

#1 Call directory number 35201 (directory number example)

#2 Direct Call to Mary Brown, Line 1 (user and line number example)

Step 7 To add more hunt group members to the pilot point, repeat Step 5 and Step 6.


Note To reorder the hunt group list, choose the member that you want to reorder from the list. Then, using the up and down arrows, move that member to a new position in the list.


Step 8 Click Update to save the hunt group member information and complete hunt group configuration.


Configuring Linked Hunt Groups

This section describes how to configure linked hunt groups.

Procedure


Step 1 For each hunt group in the chain, use the following information when performing Step 1 through Step 6 from the "Adding Hunt Group Members" section.

For all except the last hunt group in the chain, make sure that the final member of the hunt group is the pilot point for the next hunt group.


Caution Cisco strongly recommends that you do not include any other pilot point numbers (besides the final member) in the hunt group. Including other pilot point numbers in the hunt group may cause a continuous route loop.

Check the Always Route Member check box for only the final member of each hunt group.

To handle overflow conditions, choose a voice-mail or auto-attendant number as the final member of the last linked hunt group in the chain. Check the Always Route Member check box to ensure that voice mail can handle multiple, simultaneous calls.

Step 2 After you configure each hunt group, click Update to save the information.


Caution Cisco strongly recommends that you do not link the last hunt group back to the first hunt group.

Step 3 Verify configuration of the linked hunt groups by reviewing the information that you entered in the previous steps.


Viewing, Updating, or Deleting Hunt Group Members

This section describes how to view, update, or delete hunt group members.

Procedure


Step 1 Choose Service > Cisco WebAttendant.

The Pilot Point Configuration window displays.

Step 2 At the top of the window, click the Hunt Group Configuration link.

The Hunt Group Configuration window displays, and the list on the left side of the window displays all currently configured pilot points.

Step 3 Click the name of the pilot point associated with the hunt group for which you want to view, modify, or delete members.

The Hunt Group Configuration window displays information for the chosen pilot point.

Step 4 Make any desired changes. See Table 4 for a description of hunt group configuration settings:

To update settings for a hunt group member, choose that member name in the list; modify the settings as needed; then, click Update to save the changes.

To change the order of the hunt group members, choose the name of the member that you want to move and use the arrow buttons to move it to a new position in the list.

To delete a hunt group member, highlight that member name in the list and click Delete Member.

You can press Cancel Changes at any time to restore any settings that you changed before clicking Update.

Step 5 Click Update to save the changes before leaving the Hunt Group Configuration window.


Hunt Group Configuration Settings

Use Table 4 to complete procedures in the following sections:

Adding Hunt Group Members

Configuring Linked Hunt Groups

Viewing, Updating, or Deleting Hunt Group Members

Table 4 Hunt Group Configuration Settings 

Field
Description

Partition

If a hunt group member is a directory number, fill in the Partition and Directory Number fields in the Device Member Information section.

This field designates the route partition to which the directory number belongs:

If the directory number for this hunt group member is in a partition, you must choose a partition from the drop-down list.

If the directory number is not in a partition, choose None.

Always Route Member, an optional check box, applies only to directory numbers.

If this check box is checked, Cisco Telephony Call Dispatcher (TCD) always routes the call to this hunt group member, whether it is busy or not.

If this check box is checked, Cisco TCD does not check whether the line is available before routing the call.

To manage overflow conditions, check this check box for voice-mail or auto-attendant numbers that handle multiple, simultaneous calls.

For linked hunt groups, only check the Always Route Member check box when you are configuring the final member of each hunt group.

Directory Number

Enter the directory number of the hunt group member device in this field. Make sure that this number is unique throughout the system (that is, it cannot be a shared line appearance).

When the directory number is not in the specified partition, an error dialog box displays.

User Name

If the hunt group member is a user and line number, fill in only the User Name and Line Number fields in the User Member Information section.

From the drop-down list, choose attendant console users that will serve as hunt group members.

Only attendant console user names added using Cisco WebAttendant User Configuration appear in this list.

Line Number

From the drop-down list, choose the appropriate line numbers for the hunt group.

Note You can add the same user to the same line only once within a single hunt group. For example, you cannot add Mary Brown, Line 1, more than once in the hunt group.


Understanding the Cisco CallManager Attendant Console Directory

The attendant console server reads and caches directory entries at startup; after an initial handshake determines if the directory entries changed since the previous log in, the attendant console downloads the directory user list. The attendant console searches the following files for the user list, as indicated in the following order:

Specified user list file on the attendant console

CorporateDirectory.txt file under the User List Directory on the server

Automatically generated user list file on the server

The user list file exists in comma separate value (CSV) format and contains the following information:

Last Name

First Name

Telephone Number

Department


Note Directory entries without telephone numbers do not display in the attendant console Directory window.


The attendant console server also stores per-attendant information such as speed-dial groups/entries and window positions in the directory, which ensures that each attendant can see the saved information and GUI layout from any attendant console.

Starting the Cisco Telephony Call Dispatcher

The attendant console application registers with and receives call dispatching services from the Cisco Telephony Call Dispatcher (TCD). The Cisco TCD, a Cisco CallManager service, provides communication among Cisco CallManager servers, attendant consoles, and the Cisco IP phones used with the attendant consoles.

When you download the executable from the web, you automatically replace the Cisco WebAttendant plugin in Cisco CallManager Administration. You also replace the Cisco TCD service.


Note If you run a compatible version of Cisco CallManager Release 3.1 or 3.2 and if you use the attendant console in a cluster environment, make sure all Cisco CallManagers within a cluster have the Cisco TCD service installed and running. Attendant console redundancy requires this setup to work properly; however, not all Cisco TCDs are required to have a route point.


Cisco TCD handles attendant console requests for the following items:

Call dispatching from pilot point to the appropriate hunt group destination

Line status (unknown, available, on hook, or off hook)

User directory information (Cisco TCD stores and periodically updates directory information for fast lookup by the attendant console.)


Note Cisco TCD only monitors the status of internal devices and phones. An attendant console user cannot see line state for a phone that is connected to a gateway.


Cisco TCD also provides the mechanism for automated recovery for the attendant console if a Cisco CallManager fails. If a Cisco CallManager fails, the following events occur:

Another Cisco TCD service running on a Cisco CallManager within the cluster takes over servicing of the route points associated with the failed Cisco CallManager.

The attendant console attached to the failed Cisco TCD service attempts to locate and connect to the Cisco TCD service on the Cisco CallManager server where its associated Cisco IP phone registered after failover.

When the Cisco CallManager comes back up, its Cisco TCD will resume servicing its route points and attendant consoles.


Note Automated recovery exists. If a Cisco TCD service fails, another Cisco TCD service takes over.


The following procedure describes how to verify that the Cisco TCD service is running and how to start Cisco TCD if it is stopped.

Procedure


Step 1 Choose Application > Cisco CallManager Serviceability.

Step 2 Choose Tools > Control Center.

Step 3 Choose a Cisco CallManager server from the server list on the left side of the window. The window refreshes.

The Service Name column lists all services that are configured on this server.

Step 4 Look at the Service Status column for the Cisco Telephony Call Dispatcher:

If an arrow icon displays, the Cisco TCD service is running.

If a square icon displays, the Cisco TCD service is stopped.

Step 5 If the Cisco TCD service is not running, click the Start button in the Service Control column.


Cisco CallManager Attendant Console Server Configuration

The Cisco WebAttendant Server Configuration window lists service parameters and enables you to configure trace parameters for the Cisco Telephony Call Dispatcher (TCD). You obtain information about the parameters by clicking the "i" button help icon in the upper, right corner of the Cisco WebAttendant Server Configuration window.


Caution Do not change any service parameters without permission of a Cisco Technical Assistance Center engineer. Doing so may cause system failure.

Perform the following steps to update Cisco TCD trace parameters.

Procedure


Step 1 Choose Service > Cisco WebAttendant.

The Pilot Point Configuration window displays.

Step 2 Click Cisco WebAttendant Server Configuration in the upper, right corner of the window.

The Cisco WebAttendant Server Configuration window appears.

Step 3 Choose a server from the list on the left side of the window or choose a server from the drop-down box and click Insert.

Step 4 Choose a server from the Cisco WebAttendant Servers list.

The window refreshes and displays all configured service parameters for the Cisco TCD. Figure 4 shows an example of the Cisco WebAttendant Server Configuration window.

Figure 4 Cisco WebAttendant Server Configuration Window


Note After you insert or choose a server from the Cisco WebAttendant Server Configuration window, you can click Trace Configuration in the Cisco WebAttendant Server Configuration window and then refer to the Cisco CallManager Serviceability Administration Guide and the Cisco CallManager Serviceability System Guide to configure trace parameters.



Viewing Cisco CallManager Attendant Console Performance Monitors

The CcmLineLinkState performance monitor for the attendant console provides a quick way to check whether the attendant console is functioning correctly:

If the CcmLineLinkState counter is 11, this state indicates that Cisco TCD is functioning normally.

The left-most digit of CcmLineLinkState indicates whether Cisco TCD is connected to and registered with the Cisco CallManager CTI. If this digit
is 0, a problem may exist with the CTI or the directory.

The right-most digit of CcmLineLinkState indicates whether Cisco TCD can perceive line state information through Cisco CallManager. If this digit is 0, a problem probably exists with Cisco CallManager.


Note When an attendant console user cannot log in to the attendant console and no line state information is available, view the CcmLineLinkState performance monitor to verify that all components of attendant console are functioning properly.


When viewing a counter report for attendant console, as seen in Figure 5, you may see similar performance monitoring information.

Figure 5 Sample Performance Counter Report for Cisco WebAttendant

The following list gives other performance monitoring information provided for the attendant console:

Heartbeat—Number of seconds that Cisco TCD has been running

StartTime—Platform-based start time for this Cisco TCD

TotalActiveCalls—Total number of active calls for this Cisco TCD

TotalActiveLines—Total number of active lines for this Cisco TCD

TotalCalls—Total of all calls handled by this Cisco TCD

TotalClients—Number of attendant consoles associated with this Cisco TCD

TotalCtiRoutePoints—Number of pilot points (route points) for this Cisco TCD

TotalOnlineClients—Number of attendant consoles currently logged in and online

TotalRedirectedCalls—Total number of calls redirected by pilot points (route points) for this Cisco TCD

TotalRegisteredClients—Number of attendant consoles registered with this Cisco TCD

Version—Cisco TCD version

Perform the following procedures to view CcmLineLinkState and other performance monitoring information for Cisco TCD and the attendant console:

Procedure


Step 1 Log in to the Cisco CallManager server.

Step 2 Choose Start > Programs > Administrative Tools > Performance.

Step 3 Click the View report data icon.

Step 4 Click the + (Add counter) icon.

Step 5 Choose System Monitor; enable All Counters, and choose Cisco WebAttendant from the Object drop-down list box.

Step 6 Click Add.


Cisco CallManager Attendant Console Requirements

See the following sections for PC requirements and Cisco IP phone requirements for using the attendant consoles:

Attendant Console Requirements

Cisco IP Phone Requirements for Use with the Attendant Console

Attendant Console Requirements

The following list provides PC requirements for the attendant console:

Operating system—Microsoft Windows 98, Windows 2000, or Windows NT 4.0 (highest Service Pack 6) workstation or server

Network connectivity to the Cisco CallManager

Cisco IP Phone Requirements for Use with the Attendant Console

The attendant console works in conjunction with a Cisco IP phone. Configure the attendant console to connect the Cisco IP phone to its registered Cisco CallManager server. To do this, make sure that the IP Address or Host Name field in the Attendant Console Settings dialog box specifies the address of the Cisco CallManager server to which the Cisco IP phone is normally registered.

Cisco IP phones that are used with the attendant console must meet the following guidelines:

Use the attendant console with any Cisco IP Phone 7960/7940 models, Cisco IP Phone 12-Series model, or Cisco IP Phone model 30 VIP.

Make sure that the Cisco IP phone is added as a device in Cisco CallManager before it is used with the attendant console.

Do not use a shared-line appearance on any phone that is used with the attendant console. Make sure that directory numbers assigned to a Cisco IP phone do not appear on any other device in the system.

Disable call forwarding for lines and directory numbers on Cisco IP phones that are used as attendant consoles.

If an attendant console user will be logging in to the attendant console at more than one phone, ensure that each phone is set up according to these guidelines and that each phone is registered with its own attendant console.

Cisco does not support the use of Cisco CallManager Extension Mobility with Cisco IP phones that are used as attendant consoles.

Downloading Cisco CallManager Attendant Console from CCO

When you download the executable from the web, you automatically replace the Cisco WebAttendant plugin in Cisco CallManager Administration with the new Cisco WebAttendant plugin that works with the Cisco CallManager Attendant Console. If you do not download the files, you cannot use Cisco CallManager Attendant Console. To download the executable from the web, perform the following procedure on each server in the cluster:

Procedure


Step 1 Click http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml and complete the following procedure:

a. Depending on the Cisco CallManager version that is running in the cluster, click Cisco CallManager Version 3.2 or Cisco CallManager Version 3.1.

b. Download the file executable onto Cisco CallManager server(s) in the cluster.

c. Double-click the downloaded file.

d. Wait while the files load to your server.

e. Choose Install.

Step 2 After the installation completes, restart your computer for the update to take effect.

Step 3 Make sure that you perform this procedure on each Cisco CallManager server in the cluster.


Configuring the ac User

You must configure one user named "ac" in Cisco CallManager Administration and associate the attendant phones and the pilot points with the user. If you do not configure this user, the attendant console cannot interact with CTIManager. Perform the following procedure to configure the ac user:

Procedure


Step 1 From Cisco CallManager Administration, choose User > Add a New User.

The User Information window displays.

Step 2 In the First Name and Last Name fields, enter ac.

Step 3 In the User ID field, enter ac.

Step 4 In the User Password field, enter 12345.

Step 5 In the Confirm Password field, enter 12345.

Step 6 Enter a PIN and telephone number.

Step 7 Check the Enable CTI Application Use check box. You must check this box for the attendant console to interact with CTIManager.

Step 8 Click Insert.

Step 9 Associate the devices by performing the procedure in "Associating Devices and Pilot Points with the ac User" section.


Associating Devices and Pilot Points with the ac User

Before the attendant uses the attendant console, you must associate the attendant console phones and pilot points to the ac user. Perform the following procedure:

Procedure


Step 1 Make sure that the ac user information appears in the User Information window. If it does not display, perform a search for the user. Refer to the Cisco CallManager Administration Guide for more information on how to perform this task.

Step 2 In the Application Profiles column of the User Information window, click Device Association.

Step 3 Perform one of the following tasks:

a. To view all devices, click Select Devices, and go to Step 4.

b. To limit the list of available devices to a specific selection, enter the criteria by which you want to search using the following methods:

Choose device name, description, or directory number.

Choose the comparison operator.

Enter a text or number entry.

Click Select Devices, and go to Step 4.

Step 4 Check the check box(es) of the attendant console phones you must associate with the user.

Step 5 When you have completed the assignment, click Update to assign the phones to the ac user.


Installing the Cisco CallManager Attendant Console

This section describes how to install the attendant console on a user PC.

Procedure


Step 1 If you have not already done so, add the attendant console user and the phone that you want to associate with the attendant console to the Cisco CallManager database.

Step 2 If you have not already done so, download the plugin from the web onto each server in the cluster. See the "Downloading Cisco CallManager Attendant Console from CCO" section.

Step 3 From each Cisco CallManager Attendant Console PC, browse into a server running Cisco CallManager Administration and log in with administrative privileges.


Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.


Step 4 From Cisco CallManager Administration, choose Application > Install Plugins.

Step 5 Click the icon for the Cisco WebAttendant client.

The Cisco WebAttendant installation wizard runs.

Step 6 Click Yes to acknowledge the installation.

Step 7 Click Next in the initial installation wizard window.

Step 8 You can install the attendant console to the default location or use the Browse button to specify a new location; after specifying a location, click Next.

Step 9 In the Ready to Install window, click Next.

Step 10 After the installation program finishes installing files, choose whether you want to restart the computer now or later; then, click Finish.

Step 11 If prompted, restart the computer.

After you install the application, you can configure or update any attendant console settings that you did not configure during the installation process.


Configuring Cisco CallManager Attendant Console Settings

Configure each attendant console to meet the following criteria:

Provide the attendant console user and password

Connect to the correct Cisco CallManager TCD server and directory number for the Cisco IP phone that the attendant uses with the attendant console

After you install the attendant console, you must configure the attendant console before a user can log in to the console. Use the procedure in this section to configure settings that are not specified during installation, to view current settings, or to update the attendant console configuration.

Once configured, the attendant console operates with the specified settings until the administrator changes them.

Procedure


Step 1 On the PC where the attendant console is installed, choose Start > Programs > Cisco CallManager > Cisco CallManager Attendant Console or click the Cisco CallManager Attendant Console icon on the desktop; then, click Yes to launch the attendant console.

Step 2 Click Settings.

Step 3 Enter the appropriate configuration settings, as described in Table 5.

Step 4 Click Save. You have now configured the settings for the attendant console, and the settings can now be used for call-distribution activities.


Use Table 5, which provides information on attendant console configuration settings, with the "Configuring Cisco CallManager Attendant Console Settings" section.

Table 5 Settings Dialog Box 

Field/Check Box
Notes
Basic Tab (Cisco requires that you enter the information in the appropriate fields.)

Server Host Name or IP Address

Enter the appropriate information in the field.

Directory Number of Cisco IP Phone

Confirm or enter the directory number of the Cisco IP phone that the attendant uses with the attendant console

Advanced Tab (You can enter information into these optional fields to change the default settings.)

Path of Local Directory File

Enter the user list file that specifies the directory information.

Processing Server Host Name or IP Address

Enter the appropriate information in the field.

Enable Trace check box

Check the check box to ensure that you can troubleshooting issues associated with the attendant console.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click the Fax or Email option under the "Leave Feedback" at the bottom of the Cisco Documentation home page.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Cisco Systems, Inc.
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.