Cisco Personal Assistant Installation and Administration Guide, Release 1.4 - Configuring Cisco CallManager for Personal Assistant [Cisco Personal Assistant]

Table Of Contents

Configuring Cisco CallManager for Personal Assistant

Setting Up Cisco IP Phone Route Plans

Creating a Phone Partition

Creating a Phone Calling Search Space

Assigning the Partition and Calling Search Space to Phones

Setting Up Personal Assistant to Intercept Calls

Creating the Personal Assistant Partitions

Creating the Personal Assistant Calling Search Space

Creating Personal Assistant Interceptor Ports and Configuring Error Handling

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x

Updating the Calling Search Space for End-User Phones

Updating the Partition for Managed Phones

Setting Up the Personal Assistant Number

Adding Personal Assistant as a JTAPI User

Adding Media Ports for Personal Assistant

Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant

Configuring Cisco CallManager for Personal Assistant

After installing Personal Assistant, you must complete tasks in Cisco CallManager, as described in the following sections:

•Setting Up Cisco IP Phone Route Plans

•Setting Up Personal Assistant to Intercept Calls

•Setting Up the Personal Assistant Number

•Adding Personal Assistant as a JTAPI User

•Adding Media Ports for Personal Assistant

•Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant

Cisco Personal Assistant Configuration Wizard

The Cisco Personal Assistant Configuration Wizard is a tool that can be used to automatically configure most of the objects that Cisco CallManager needs for integration with Personal Assistant the first time that you install Personal Assistant.

Note that the wizard can only be used with Personal Assistant version 1.4(3) or later.

If you use the wizard to complete the tasks in Cisco CallManager automatically, you will still have to do the tasks in the following two sections to configure phones manually:

•Assigning the Partition and Calling Search Space to Phones

•Updating the Partition for Managed Phones

You can download the wizard for free from the Personal Assistant Software Download page at http://www.cisco.com/pcgi-bin/tablebuild.pl/assist.

For more information on using the wizard—including instructions for installing and running it—refer to the Personal Assistant Configuration Wizard Readme file, also available on the Personal Assistant Software Download page.

Note that to access the software download page, you must be logged on to Cisco.com as a registered user.

Understanding the Cisco CallManager Examples

The setup sections in this chapter represent an example setup, with sample values included for reference only. Your particular configuration depends on the needs of your network. For the examples, the following calling search spaces and partitions are used:

•EmployeeCSS—includes the PA and Employee partitions

•PACSS—includes the PAManagedEmployee and Employee partitions

The examples are based on a single Cisco CallManager cluster. If you have more than one cluster, you must repeat the configuration in each cluster. The route points and translation patterns (if applicable) will be different in each cluster, but you can use the same partition and calling search space names, and the same Personal Assistant user name.

For detailed information about how Personal Assistant uses calling search spaces and partitions, see the "Partitions and Calling Search Spaces" section on page 1-4.

Setting Up Cisco IP Phone Route Plans

Before configuring Personal Assistant, you must ensure that the Cisco IP Phones are added and registered with Cisco CallManager. Refer to the Cisco CallManager documentation and Help if you need assistance adding and registering the Cisco IP Phones.

The following sections provide an example setup for your network:

•Creating a Phone Partition

•Creating a Phone Calling Search Space

•Assigning the Partition and Calling Search Space to Phones

•Using Partitions and Calling Search Spaces Without Personal Assistant, page 1-17

Creating a Phone Partition

If you have not already created a partition for the Cisco IP Phones, do the following procedure to create one.

To Create a Phone Partition

Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface.

Step 2 Click Add a New Partition. The Partition Configuration page opens.

Step 3 In the Partition Name and Description field, enter a descriptive name (for example, "Employee"). Optionally, you can include a description.

Step 4 Click Insert to add the new partition.

Creating a Phone Calling Search Space

If you do not already have a calling search space defined for the Cisco IP Phones, do the following procedure to create one.

To Create a Calling Search Space

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface.

Step 2 Click Add a New Calling Search Space. The Calling Search Space Configuration page opens.

Step 3 In the Calling Search Space Name field, enter a descriptive name (for example, "EmployeeCSS").

Step 4 In the Available Partitions list box, select the Employee partition and add it to the Selected Partitions list box by clicking the arrow buttons between the two list boxes.

Step 5 Click Insert to add the new calling search space.

Assigning the Partition and Calling Search Space to Phones

After you have created the Employee partition and calling search space, you must configure the IP phones to use them.

You can use the Bulk Administration Tool (BAT) to change the partition and calling search space on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco CallManager documentation.

To Assign a Partition and Calling Search Space to Phones

Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface.

Step 2 In the search field, select Device Name Is Not Empty and click Find.

Cisco CallManager lists all of the phones in the bottom frame.

Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens.

Step 4 Click the line number you want to configure in the left-hand column. The Directory Number Configuration page opens.

Step 5 Change the partition to Employee, and the calling search space to EmployeeCSS.

Step 6 Click Insert to save your changes.

Setting Up Personal Assistant to Intercept Calls

Personal Assistant can intercept incoming calls and route them according to user-defined rules. To enable Personal Assistant to intercept calls between two extensions, such as 1006 and 1007, you must configure two Personal Assistant partitions and a calling search space, create the Personal Assistant interceptor port route points, and update the calling search space and change the partition on the end-user phones.

The following sections describe the steps involved in configuring Cisco CallManager to enable Personal Assistant to intercept calls:

•Creating the Personal Assistant Partitions

•Creating the Personal Assistant Calling Search Space

•Creating Personal Assistant Interceptor Ports and Configuring Error Handling

•Updating the Calling Search Space for End-User Phones

•Updating the Partition for Managed Phones

Creating the Personal Assistant Partitions

Do the following procedure to create the two Personal Assistant partitions:

•PA—The partition that will contain the route points used as Personal Assistant interceptor ports. Used to intercept calls to the phones that Personal Assistant manages.

•PAManagedEmployee—The partition for phones whose calls will be intercepted by Personal Assistant.

To Create Personal Assistant Partitions

Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface.

Step 2 Click Add a New Partition. The Partition Configuration page opens.

Step 3 In the Partition Name field, enter a descriptive name (for example, "PA").

Step 4 Click Insert to add the new partition.

Step 5 Repeat Step 2 through Step 4 to create the PAManagedEmployee partition.

Creating the Personal Assistant Calling Search Space

To Create a Personal Assistant Calling Search Space

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface.

Step 2 Click Add a New Calling Search Space. The Calling Search Space Configuration page opens.

Step 3 In the Calling Search Space Name field, enter a descriptive name (for example, "PACSS").

Step 4 In the Available Partitions list box, select the PAManagedEmployee and Employee partitions, and add them to the Selected Partitions list box by clicking the arrow buttons between the two list boxes. Arrange the partitions so that PAManagedEmployee is at the top of the list.

If you are using any other partitions, add them to this list.

Step 5 Click Insert to add the new calling search space.

Creating Personal Assistant Interceptor Ports and Configuring Error Handling

When you configure the Personal Assistant servers, you assign the route points you create here to the individual servers. Thus, you should define route points based on how you will divide the managed phones between servers.

These route points coincide with the phone extensions. The most efficient way to configure Personal Assistant is to use wildcards to define a single route point that covers many extensions. For example, the single route point 1XXX covers extensions 1000 to 1999. To define a route point that covers a single extension, enclose the last digit in square brackets. For example, 240[5] covers only the extension 2405.

In addition to creating the Personal Assistant interceptor port route points, you configure interceptor port error handling to enable Cisco CallManager to route calls to Personal Assistant users when the Personal Assistant server is unavailable.

See the applicable section, depending on the Cisco CallManager version you are using:

•Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later

•Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later

When the system uses Cisco CallManager version 4.0 or later, you configure the error handling at the same time that you create each Personal Assistant interceptor port route point.

To Create Route Points and Configure Error Handling for the Personal Assistant Interceptor Ports

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route point interceptor number. (For example, if you are creating the 1XXX route point, "PA1XXX" or "PARP1XXX" might be useful names.)

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for Personal Assistant (for example, "PACSS").

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens.

Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor port (for example, "1XXX").

Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for example, "PA").

Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for the device in Step 5.

Do not leave <None> as the calling search space for line 1.

Step 11 Click No Voice Mail in the Voice Mailbox Profile list. Otherwise, Personal Assistant cannot mark user messages with the sender name.

Step 12 In the Forward No Answer Destination field, enter the same phone number that you entered in the Directory Number field in Step 8.

Step 13 In the Calling Search Space menu for the Forward No Answer field, click the same calling search space that you chose for the directory number in Step 10.

Step 14 Repeat Step 12 and Step 13 for Forward Busy and Forward on Failure.

Step 15 Click Insert.

Step 16 Repeat Step 2 through Step 15 to create any additional route points.

Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x

When the system uses Cisco CallManager version 3.x, you configure error handling by creating a corresponding translation pattern for each Personal Assistant interceptor port that you configure.

Do the following two procedures to define the route points and translation patterns that will be used as Personal Assistant interceptor ports.

To Create Route Points for the Personal Assistant Interceptor Ports

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route point interceptor number. For example, if you are creating the 1XXX route point, "PA1XXX" or "PARP1XXX" might be useful names.

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for Personal Assistant (for example, "PACSS").

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens.

Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor port (for example, "1XXX").

Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for example, "PA").

Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for the device in Step 5.

Do not leave <None> as the calling search space for line 1.

Step 11 If the system uses Cisco CallManager version 3.2 or later, click No Voice Mail in the Voice Mailbox Profile list. If the system uses Cisco CallManager version 3.1, leave the Voice Message Box field blank. Otherwise, Personal Assistant cannot mark user messages with the sender name.

Step 12 Click Insert.

Step 13 Repeat Step 2 through Step 12 to create any additional route points.

Step 14 Continue with the following "To Create Translation Patterns to Correspond to the Personal Assistant Route Points" procedure.

To Create Translation Patterns to Correspond to the Personal Assistant Route Points

Step 1 Navigate to the Find and List Translation Patterns page of the Cisco CallManager administration interface.

Step 2 Click Add a New Translation Pattern. The Translation Pattern Configuration window opens.

Step 3 In the Translation Pattern field, enter one of the directory numbers of the route points you configured (for example, "1XXX").

Step 4 In the Partition field, select Employee.

Step 5 In the Calling Search Space field, select PACSS.

Step 6 Deselect Provide Outside Dial Tone.

Step 7 Click Insert to save your changes.

Step 8 Repeat Step 2 through Step 7 for every route point you configured in the previous "To Create Route Points for the Personal Assistant Interceptor Ports" procedure.

Updating the Calling Search Space for End-User Phones

After adding Personal Assistant to your network, you need to update the calling search space assigned to the end-user phones.

To Update a Calling Search Space for End-User Phones

Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface.

Step 2 In the search field, enter EmployeeCSS and click Find, or to list all calling search spaces, click Find with no search argument.

Step 3 Select EmployeeCSS from the calling search space list.

The Calling Search Space Configuration page opens.

Step 4 In the Available Partitions list box, select the PA partition, and add it to the Selected Partitions list box by clicking the arrow buttons between the two list boxes.

Step 5 Rearrange the order of the partitions to ensure that the PA partition is first.

Step 6 Click Update to update the calling search space.

Step 7 If you are using other calling search spaces for phones, repeat Step 2 through Step 6 to update them.

Updating the Partition for Managed Phones

To convert a phone to Personal Assistant management, assign the phone to the PAManagedEmployees partition. You can do a phased deployment of Personal Assistant by changing the partition of only one subset of your phones at a time.

You can use the Bulk Administration Tool (BAT) to change the partition on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco CallManager documentation.

To Update the Partition for Managed Phones

Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface.

Step 2 To view all phones, select Device Name Is Not Empty, or enter a limited search string to view the phone subset you want to configure, and click Find.

Cisco CallManager lists the phones in the bottom frame.

Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens.

Step 4 In the left-hand column, click the line number you want to configure. The Directory Number Configuration page opens.

Step 5 Change the partition to PAManagedEmployee.

Step 6 Click Insert to save your changes.

Setting Up the Personal Assistant Number

You must configure a CTI route point in Cisco CallManager to identify the phone number that is used to access Personal Assistant. If you are also setting up an automated attendant, do the following procedure to configure the automated attendant number.

To Set Up the Personal Assistant Number

Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface.

Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens.

Step 3 In the Device Name field, enter a unique name (for example, "PANumber") to identify this as the Personal Assistant access number.

Step 4 From the Device Pool menu, select the applicable device pool.

Step 5 From the Calling Search Space menu for the device, select the Personal Assistant calling search space you configured (for example, "PACSS").

Step 6 Click Insert to add the new CTI route point.

Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens.

Step 8 In the Directory Number field, enter the phone number to be used for calling Personal Assistant (for example, "4000").

Step 9 From the Partition menu, select the phone partition you configured (for example, "Employees").

Step 10 From the Calling Search Space menu for the line, select the Personal Assistant calling search space you configured (for example, "PACSS").

Ensure that you set the Calling Search Space for the line to the Calling Search Space for the device. Do not leave <None> as the Calling Search Space for the line.

Step 11 Assign the Call Forward No Answer and Call Forward Busy to the PACSS calling search space.

Step 12 If you want to use load balancing and have configured multiple CTI route points, enter the extension to forward to in the Call Forward No Answer and Call Forward Busy Destination field.

Step 13 Click Insert and Close.

For additional assistance, refer to the documentation and Help included with Cisco CallManager.

Adding Personal Assistant as a JTAPI User

You need to add Personal Assistant as a JTAPI user. The settings you enter here are used when configuring a JTAPI telephony provider in Personal Assistant.

To Add Personal Assistant as a JTAPI User

Step 1 In Cisco CallManager, select User > Add a New User.

Step 2 Complete the following required fields:

•First Name—Use a descriptive name (for example, "Personal").

•Last Name—Use a descriptive name (for example, "Assistant").

•UserID—Use a descriptive name (for example, "PA").

•User Password and Confirm Password—Enter and confirm a password.

•PIN and Confirm PIN—Enter and confirm a PIN.

Step 3 Check the Enable CTI Application Use check box.

Step 4 Click Insert to create the user.

Step 5 In the left-hand column, click Device Association.

Step 6 In the User Devices Assignment window, fill in the search field and click Select Devices to list the route points. Check the check boxes associated with the Device Name fields for the route points used as the Personal Assistant number, the automated attendant number, and the interceptor ports.

Step 7 Click Update to save your changes.

Tip If you do not select all of the CTI route points defined for the use of Personal Assistant, callers will hear a busy tone when calling Personal Assistant or the automated attendant, or calls to certain extensions will not be intercepted.

Adding Media Ports for Personal Assistant

Media ports terminate the media between Personal Assistant and the end-user Cisco IP Phones. Add a media port for each simultaneous Personal Assistant session you require. For example, if you need 24 simultaneous sessions, add 24 ports.

After configuring these ports in Cisco CallManager, you must also enter the number of ports in the Personal Assistant administration interface (see the "Configuring Personal Assistant Servers" section on page 4-10).

You create media ports as Cisco7960 devices, even if you are using other types of phones in your network.

This section contains two procedures for adding media ports. Do the applicable procedure for your version of Cisco CallManager:

•To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later)

•To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier)

To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later)

Step 1 In Cisco CallManager, select Device > Add a New Device.

Step 2 From the Device Type drop-down list box, select Phone, and click Next.

Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration options page opens.

Step 4 Enter the MAC address, as follows:

Enter the extension number, preceded by an adequate number of nines (as a place holder for all unoccupied digits to the left of the extension) so that the end result is a 12-digit number. For example, if the extension is 5001, the MAC address should be 999999995001.

Step 5 From the Device Pool menu, select the applicable device pool.

Step 6 From the Phone Button Template menu, select Standard 7960.

Step 7 Click Insert to add the Device.

Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration page opens.

Step 9 In the Directory Number field, enter the extension assigned to this port (for example, "5001").

Step 10 From the Partition menu, select the phone partition you configured (for example, "Employees").

Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail, Personal Assistant cannot mark user messages with the sender name.)

Step 12 From the Calling Search Space menu, select the calling search space configured for Personal Assistant (for example, "PACSS").

Step 13 Ensure that no values are entered for the Call Forward and Pickup settings.

Step 14 In the Maximum Number of Calls field, enter 2.

Step 15 In the Busy Trigger field, enter 1.

Step 16 Click Add.

Step 17 Repeat Step 1 through Step 16 for each port that you need to add.

For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, "4001-4024").

To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier)

Step 1 In Cisco CallManager, select Device > Add a New Device.

Step 2 From the Device Type drop-down list box, select Phone, and click Next.

Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration options page opens.

Step 4 Enter the MAC address, as follows:

Enter the extension number, preceded by an adequate number of nines (as a place holder for all unoccupied digits to the left of the extension) so that the end result is a 12-digit number. For example, if the extension is 5001, the MAC address should be 999999995001.

Step 5 From the Device Pool menu, select the applicable device pool.

Step 6 From the Phone Button Template menu, select Standard 7960.

Step 7 Click Insert to add the Device.

Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration page opens.

Step 9 In the Directory Number field, enter the extension assigned to this port (for example, "5001").

Step 10 From the Partition menu, select the phone partition you configured (for example, "Employees").

Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail, Personal Assistant cannot mark user messages with the sender name.)

Step 12 From the Calling Search Space menu, select the Personal Assistant calling search space you configured (for example, "PACSS").

Step 13 From the Call Waiting menu, select Off.

Step 14 Ensure that no values are entered for the Call Forward and Pickup settings.

Step 15 Click Insert to save your changes.

Step 16 Repeat Step 1 through Step 15 for each port that you need to add.

For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, "4001-4024").

Tip You can use the Cisco Bulk Administrator Tool (BAT) to configure several ports at once.

Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant

When adding Cisco Unity to Cisco CallManager, and setting the calling search space that you use for voice mail ports and for message waiting indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition. Otherwise, the message waiting indicators will not work.

You assign partitions and calling search spaces to voice mail ports on the Feature > Voice Mail > Cisco Voice Mail Port > Voice Port Configuration page of the Cisco CallManager Administration interface.

You use the Cisco CallManager Administration interface to assign partitions and calling search spaces to message waiting indicators in one of the following ways:

•On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page.

•On the Service Parameters Configuration page by going to Service > Service Parameters, and clicking Cisco Messaging Interface for the applicable server. Set the calling search spaces on the Service Parameters Configuration page only when a simplified message desk interface (SMDI)-compliant external voicemail system is used.

Refer to the documentation included with Cisco Unity and Cisco CallManager for detailed instructions on integrating Cisco Unity with Cisco CallManager.

	Cisco Personal Assistant Installation and Administration Guide, Release 1.4
	Configuring Cisco CallManager for Personal Assistant
Cisco Personal Assistant Installation and Administration Guide, Release 1.4 Index Preface Planning for Personal Assistant Installing and Upgrading Personal Assistant Configuring Cisco CallManager for Personal Assistant Configuring Personal Assistant Preparing Users for Personal Assistant Troubleshooting Personal Assistant Appendix A: Personal Assistant Administration Page Reference	Download this chapter Configuring Cisco CallManager for Personal Assistant Download the complete book PDF of the Entire Book (PDF - 4 MB) Table Of Contents Configuring Cisco CallManager for Personal Assistant Setting Up Cisco IP Phone Route Plans Creating a Phone Partition Creating a Phone Calling Search Space Assigning the Partition and Calling Search Space to Phones Setting Up Personal Assistant to Intercept Calls Creating the Personal Assistant Partitions Creating the Personal Assistant Calling Search Space Creating Personal Assistant Interceptor Ports and Configuring Error Handling Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x Updating the Calling Search Space for End-User Phones Updating the Partition for Managed Phones Setting Up the Personal Assistant Number Adding Personal Assistant as a JTAPI User Adding Media Ports for Personal Assistant Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant Configuring Cisco CallManager for Personal Assistant After installing Personal Assistant, you must complete tasks in Cisco CallManager, as described in the following sections: •Setting Up Cisco IP Phone Route Plans •Setting Up Personal Assistant to Intercept Calls •Setting Up the Personal Assistant Number •Adding Personal Assistant as a JTAPI User •Adding Media Ports for Personal Assistant •Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant Cisco Personal Assistant Configuration Wizard The Cisco Personal Assistant Configuration Wizard is a tool that can be used to automatically configure most of the objects that Cisco CallManager needs for integration with Personal Assistant the first time that you install Personal Assistant. Note that the wizard can only be used with Personal Assistant version 1.4(3) or later. If you use the wizard to complete the tasks in Cisco CallManager automatically, you will still have to do the tasks in the following two sections to configure phones manually: •Assigning the Partition and Calling Search Space to Phones •Updating the Partition for Managed Phones You can download the wizard for free from the Personal Assistant Software Download page at http://www.cisco.com/pcgi-bin/tablebuild.pl/assist. For more information on using the wizard—including instructions for installing and running it—refer to the Personal Assistant Configuration Wizard Readme file, also available on the Personal Assistant Software Download page. Note that to access the software download page, you must be logged on to Cisco.com as a registered user. Understanding the Cisco CallManager Examples The setup sections in this chapter represent an example setup, with sample values included for reference only. Your particular configuration depends on the needs of your network. For the examples, the following calling search spaces and partitions are used: •EmployeeCSS—includes the PA and Employee partitions •PACSS—includes the PAManagedEmployee and Employee partitions The examples are based on a single Cisco CallManager cluster. If you have more than one cluster, you must repeat the configuration in each cluster. The route points and translation patterns (if applicable) will be different in each cluster, but you can use the same partition and calling search space names, and the same Personal Assistant user name. For detailed information about how Personal Assistant uses calling search spaces and partitions, see the "Partitions and Calling Search Spaces" section on page 1-4. Setting Up Cisco IP Phone Route Plans Before configuring Personal Assistant, you must ensure that the Cisco IP Phones are added and registered with Cisco CallManager. Refer to the Cisco CallManager documentation and Help if you need assistance adding and registering the Cisco IP Phones. The following sections provide an example setup for your network: •Creating a Phone Partition •Creating a Phone Calling Search Space •Assigning the Partition and Calling Search Space to Phones •Using Partitions and Calling Search Spaces Without Personal Assistant, page 1-17 Creating a Phone Partition If you have not already created a partition for the Cisco IP Phones, do the following procedure to create one. To Create a Phone Partition Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface. Step 2 Click Add a New Partition. The Partition Configuration page opens. Step 3 In the Partition Name and Description field, enter a descriptive name (for example, "Employee"). Optionally, you can include a description. Step 4 Click Insert to add the new partition. Creating a Phone Calling Search Space If you do not already have a calling search space defined for the Cisco IP Phones, do the following procedure to create one. To Create a Calling Search Space Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface. Step 2 Click Add a New Calling Search Space. The Calling Search Space Configuration page opens. Step 3 In the Calling Search Space Name field, enter a descriptive name (for example, "EmployeeCSS"). Step 4 In the Available Partitions list box, select the Employee partition and add it to the Selected Partitions list box by clicking the arrow buttons between the two list boxes. Step 5 Click Insert to add the new calling search space. Assigning the Partition and Calling Search Space to Phones After you have created the Employee partition and calling search space, you must configure the IP phones to use them. You can use the Bulk Administration Tool (BAT) to change the partition and calling search space on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco CallManager documentation. To Assign a Partition and Calling Search Space to Phones Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface. Step 2 In the search field, select Device Name Is Not Empty and click Find. Cisco CallManager lists all of the phones in the bottom frame. Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens. Step 4 Click the line number you want to configure in the left-hand column. The Directory Number Configuration page opens. Step 5 Change the partition to Employee, and the calling search space to EmployeeCSS. Step 6 Click Insert to save your changes. Setting Up Personal Assistant to Intercept Calls Personal Assistant can intercept incoming calls and route them according to user-defined rules. To enable Personal Assistant to intercept calls between two extensions, such as 1006 and 1007, you must configure two Personal Assistant partitions and a calling search space, create the Personal Assistant interceptor port route points, and update the calling search space and change the partition on the end-user phones. The following sections describe the steps involved in configuring Cisco CallManager to enable Personal Assistant to intercept calls: •Creating the Personal Assistant Partitions •Creating the Personal Assistant Calling Search Space •Creating Personal Assistant Interceptor Ports and Configuring Error Handling •Updating the Calling Search Space for End-User Phones •Updating the Partition for Managed Phones Creating the Personal Assistant Partitions Do the following procedure to create the two Personal Assistant partitions: •PA—The partition that will contain the route points used as Personal Assistant interceptor ports. Used to intercept calls to the phones that Personal Assistant manages. •PAManagedEmployee—The partition for phones whose calls will be intercepted by Personal Assistant. To Create Personal Assistant Partitions Step 1 Navigate to the Find and List Partitions page of the Cisco CallManager administration interface. Step 2 Click Add a New Partition. The Partition Configuration page opens. Step 3 In the Partition Name field, enter a descriptive name (for example, "PA"). Step 4 Click Insert to add the new partition. Step 5 Repeat Step 2 through Step 4 to create the PAManagedEmployee partition. Creating the Personal Assistant Calling Search Space To Create a Personal Assistant Calling Search Space Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface. Step 2 Click Add a New Calling Search Space. The Calling Search Space Configuration page opens. Step 3 In the Calling Search Space Name field, enter a descriptive name (for example, "PACSS"). Step 4 In the Available Partitions list box, select the PAManagedEmployee and Employee partitions, and add them to the Selected Partitions list box by clicking the arrow buttons between the two list boxes. Arrange the partitions so that PAManagedEmployee is at the top of the list. If you are using any other partitions, add them to this list. Step 5 Click Insert to add the new calling search space. Creating Personal Assistant Interceptor Ports and Configuring Error Handling When you configure the Personal Assistant servers, you assign the route points you create here to the individual servers. Thus, you should define route points based on how you will divide the managed phones between servers. These route points coincide with the phone extensions. The most efficient way to configure Personal Assistant is to use wildcards to define a single route point that covers many extensions. For example, the single route point 1XXX covers extensions 1000 to 1999. To define a route point that covers a single extension, enclose the last digit in square brackets. For example, 240[5] covers only the extension 2405. In addition to creating the Personal Assistant interceptor port route points, you configure interceptor port error handling to enable Cisco CallManager to route calls to Personal Assistant users when the Personal Assistant server is unavailable. See the applicable section, depending on the Cisco CallManager version you are using: •Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later •Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 4.0 and Later When the system uses Cisco CallManager version 4.0 or later, you configure the error handling at the same time that you create each Personal Assistant interceptor port route point. To Create Route Points and Configure Error Handling for the Personal Assistant Interceptor Ports Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface. Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens. Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route point interceptor number. (For example, if you are creating the 1XXX route point, "PA1XXX" or "PARP1XXX" might be useful names.) Step 4 From the Device Pool menu, select the applicable device pool. Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for Personal Assistant (for example, "PACSS"). Step 6 Click Insert to add the new CTI route point. Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens. Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor port (for example, "1XXX"). Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for example, "PA"). Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for the device in Step 5. Do not leave <None> as the calling search space for line 1. Step 11 Click No Voice Mail in the Voice Mailbox Profile list. Otherwise, Personal Assistant cannot mark user messages with the sender name. Step 12 In the Forward No Answer Destination field, enter the same phone number that you entered in the Directory Number field in Step 8. Step 13 In the Calling Search Space menu for the Forward No Answer field, click the same calling search space that you chose for the directory number in Step 10. Step 14 Repeat Step 12 and Step 13 for Forward Busy and Forward on Failure. Step 15 Click Insert. Step 16 Repeat Step 2 through Step 15 to create any additional route points. Creating Personal Assistant Interceptor Port Route Points and Configuring Error Handling—Cisco CallManager Version 3.x When the system uses Cisco CallManager version 3.x, you configure error handling by creating a corresponding translation pattern for each Personal Assistant interceptor port that you configure. Do the following two procedures to define the route points and translation patterns that will be used as Personal Assistant interceptor ports. To Create Route Points for the Personal Assistant Interceptor Ports Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface. Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens. Step 3 In the Device Name field, enter a unique meaningful name to identify this as a Personal Assistant route point interceptor number. For example, if you are creating the 1XXX route point, "PA1XXX" or "PARP1XXX" might be useful names. Step 4 From the Device Pool menu, select the applicable device pool. Step 5 From the Calling Search Space menu for the device, select the calling search space that is configured for Personal Assistant (for example, "PACSS"). Step 6 Click Insert to add the new CTI route point. Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens. Step 8 In the Directory Number field, enter the phone number to be used for a Personal Assistant interceptor port (for example, "1XXX"). Step 9 From the Partition menu, select the phone partition that is configured for Personal Assistant (for example, "PA"). Step 10 From the Calling Search Space menu for the line, select the same calling search space that you chose for the device in Step 5. Do not leave <None> as the calling search space for line 1. Step 11 If the system uses Cisco CallManager version 3.2 or later, click No Voice Mail in the Voice Mailbox Profile list. If the system uses Cisco CallManager version 3.1, leave the Voice Message Box field blank. Otherwise, Personal Assistant cannot mark user messages with the sender name. Step 12 Click Insert. Step 13 Repeat Step 2 through Step 12 to create any additional route points. Step 14 Continue with the following "To Create Translation Patterns to Correspond to the Personal Assistant Route Points" procedure. To Create Translation Patterns to Correspond to the Personal Assistant Route Points Step 1 Navigate to the Find and List Translation Patterns page of the Cisco CallManager administration interface. Step 2 Click Add a New Translation Pattern. The Translation Pattern Configuration window opens. Step 3 In the Translation Pattern field, enter one of the directory numbers of the route points you configured (for example, "1XXX"). Step 4 In the Partition field, select Employee. Step 5 In the Calling Search Space field, select PACSS. Step 6 Deselect Provide Outside Dial Tone. Step 7 Click Insert to save your changes. Step 8 Repeat Step 2 through Step 7 for every route point you configured in the previous "To Create Route Points for the Personal Assistant Interceptor Ports" procedure. Updating the Calling Search Space for End-User Phones After adding Personal Assistant to your network, you need to update the calling search space assigned to the end-user phones. To Update a Calling Search Space for End-User Phones Step 1 Navigate to the Find and List Calling Search Spaces page of the Cisco CallManager administration interface. Step 2 In the search field, enter EmployeeCSS and click Find, or to list all calling search spaces, click Find with no search argument. Step 3 Select EmployeeCSS from the calling search space list. The Calling Search Space Configuration page opens. Step 4 In the Available Partitions list box, select the PA partition, and add it to the Selected Partitions list box by clicking the arrow buttons between the two list boxes. Step 5 Rearrange the order of the partitions to ensure that the PA partition is first. Step 6 Click Update to update the calling search space. Step 7 If you are using other calling search spaces for phones, repeat Step 2 through Step 6 to update them. Updating the Partition for Managed Phones To convert a phone to Personal Assistant management, assign the phone to the PAManagedEmployees partition. You can do a phased deployment of Personal Assistant by changing the partition of only one subset of your phones at a time. You can use the Bulk Administration Tool (BAT) to change the partition on phones in much less time than it takes to make the changes to each phone individually. If you prefer to make the changes individually on each phone, do the following procedure. For instructions on using the BAT, refer to the Cisco CallManager documentation. To Update the Partition for Managed Phones Step 1 Navigate to the Find and List Phones page of the Cisco CallManager administration interface. Step 2 To view all phones, select Device Name Is Not Empty, or enter a limited search string to view the phone subset you want to configure, and click Find. Cisco CallManager lists the phones in the bottom frame. Step 3 Click the phone whose configuration you want to change. The Phone Configuration page opens. Step 4 In the left-hand column, click the line number you want to configure. The Directory Number Configuration page opens. Step 5 Change the partition to PAManagedEmployee. Step 6 Click Insert to save your changes. Setting Up the Personal Assistant Number You must configure a CTI route point in Cisco CallManager to identify the phone number that is used to access Personal Assistant. If you are also setting up an automated attendant, do the following procedure to configure the automated attendant number. To Set Up the Personal Assistant Number Step 1 Navigate to the Find and List CTI Route Points page of the Cisco CallManager administration interface. Step 2 Click Add a New CTI Route Point. The CTI Route Point Configuration page opens. Step 3 In the Device Name field, enter a unique name (for example, "PANumber") to identify this as the Personal Assistant access number. Step 4 From the Device Pool menu, select the applicable device pool. Step 5 From the Calling Search Space menu for the device, select the Personal Assistant calling search space you configured (for example, "PACSS"). Step 6 Click Insert to add the new CTI route point. Step 7 Click OK to add a directory number for line 1 of the CTI Route Point. The Directory Number Configuration window for line 1 opens. Step 8 In the Directory Number field, enter the phone number to be used for calling Personal Assistant (for example, "4000"). Step 9 From the Partition menu, select the phone partition you configured (for example, "Employees"). Step 10 From the Calling Search Space menu for the line, select the Personal Assistant calling search space you configured (for example, "PACSS"). Ensure that you set the Calling Search Space for the line to the Calling Search Space for the device. Do not leave <None> as the Calling Search Space for the line. Step 11 Assign the Call Forward No Answer and Call Forward Busy to the PACSS calling search space. Step 12 If you want to use load balancing and have configured multiple CTI route points, enter the extension to forward to in the Call Forward No Answer and Call Forward Busy Destination field. Step 13 Click Insert and Close. For additional assistance, refer to the documentation and Help included with Cisco CallManager. Adding Personal Assistant as a JTAPI User You need to add Personal Assistant as a JTAPI user. The settings you enter here are used when configuring a JTAPI telephony provider in Personal Assistant. To Add Personal Assistant as a JTAPI User Step 1 In Cisco CallManager, select User > Add a New User. Step 2 Complete the following required fields: •First Name—Use a descriptive name (for example, "Personal"). •Last Name—Use a descriptive name (for example, "Assistant"). •UserID—Use a descriptive name (for example, "PA"). •User Password and Confirm Password—Enter and confirm a password. •PIN and Confirm PIN—Enter and confirm a PIN. Step 3 Check the Enable CTI Application Use check box. Step 4 Click Insert to create the user. Step 5 In the left-hand column, click Device Association. Step 6 In the User Devices Assignment window, fill in the search field and click Select Devices to list the route points. Check the check boxes associated with the Device Name fields for the route points used as the Personal Assistant number, the automated attendant number, and the interceptor ports. Step 7 Click Update to save your changes. Tip If you do not select all of the CTI route points defined for the use of Personal Assistant, callers will hear a busy tone when calling Personal Assistant or the automated attendant, or calls to certain extensions will not be intercepted. Adding Media Ports for Personal Assistant Media ports terminate the media between Personal Assistant and the end-user Cisco IP Phones. Add a media port for each simultaneous Personal Assistant session you require. For example, if you need 24 simultaneous sessions, add 24 ports. After configuring these ports in Cisco CallManager, you must also enter the number of ports in the Personal Assistant administration interface (see the "Configuring Personal Assistant Servers" section on page 4-10). You create media ports as Cisco7960 devices, even if you are using other types of phones in your network. This section contains two procedures for adding media ports. Do the applicable procedure for your version of Cisco CallManager: •To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later) •To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier) To Add Media Ports for Personal Assistant (Cisco CallManager 4.0 and Later) Step 1 In Cisco CallManager, select Device > Add a New Device. Step 2 From the Device Type drop-down list box, select Phone, and click Next. Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration options page opens. Step 4 Enter the MAC address, as follows: Enter the extension number, preceded by an adequate number of nines (as a place holder for all unoccupied digits to the left of the extension) so that the end result is a 12-digit number. For example, if the extension is 5001, the MAC address should be 999999995001. Step 5 From the Device Pool menu, select the applicable device pool. Step 6 From the Phone Button Template menu, select Standard 7960. Step 7 Click Insert to add the Device. Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration page opens. Step 9 In the Directory Number field, enter the extension assigned to this port (for example, "5001"). Step 10 From the Partition menu, select the phone partition you configured (for example, "Employees"). Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail, Personal Assistant cannot mark user messages with the sender name.) Step 12 From the Calling Search Space menu, select the calling search space configured for Personal Assistant (for example, "PACSS"). Step 13 Ensure that no values are entered for the Call Forward and Pickup settings. Step 14 In the Maximum Number of Calls field, enter 2. Step 15 In the Busy Trigger field, enter 1. Step 16 Click Add. Step 17 Repeat Step 1 through Step 16 for each port that you need to add. For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, "4001-4024"). To Add Media Ports for Personal Assistant (Cisco CallManager 3.3 and Earlier) Step 1 In Cisco CallManager, select Device > Add a New Device. Step 2 From the Device Type drop-down list box, select Phone, and click Next. Step 3 From the Phone Type drop-down list box, select Cisco7960, and click Next. The Phone Configuration options page opens. Step 4 Enter the MAC address, as follows: Enter the extension number, preceded by an adequate number of nines (as a place holder for all unoccupied digits to the left of the extension) so that the end result is a 12-digit number. For example, if the extension is 5001, the MAC address should be 999999995001. Step 5 From the Device Pool menu, select the applicable device pool. Step 6 From the Phone Button Template menu, select Standard 7960. Step 7 Click Insert to add the Device. Step 8 When you are asked if you want to configure line 1, click OK. The Directory Number Configuration page opens. Step 9 In the Directory Number field, enter the extension assigned to this port (for example, "5001"). Step 10 From the Partition menu, select the phone partition you configured (for example, "Employees"). Step 11 From the Voice Mail Profile menu, select NoVoiceMail. (Note that if you do not set this to NoVoiceMail, Personal Assistant cannot mark user messages with the sender name.) Step 12 From the Calling Search Space menu, select the Personal Assistant calling search space you configured (for example, "PACSS"). Step 13 From the Call Waiting menu, select Off. Step 14 Ensure that no values are entered for the Call Forward and Pickup settings. Step 15 Click Insert to save your changes. Step 16 Repeat Step 1 through Step 15 for each port that you need to add. For example, if you need 24 simultaneous sessions, follow these steps to create 24 media ports. Assign consecutive numbers to the ports (for example, "4001-4024"). Tip You can use the Cisco Bulk Administrator Tool (BAT) to configure several ports at once. Configuring Cisco Unity in Cisco CallManager for Integration with Personal Assistant When adding Cisco Unity to Cisco CallManager, and setting the calling search space that you use for voice mail ports and for message waiting indicators, ensure that it contains the PAManagedEmployees partition, but not the PA partition. Otherwise, the message waiting indicators will not work. You assign partitions and calling search spaces to voice mail ports on the Feature > Voice Mail > Cisco Voice Mail Port > Voice Port Configuration page of the Cisco CallManager Administration interface. You use the Cisco CallManager Administration interface to assign partitions and calling search spaces to message waiting indicators in one of the following ways: •On the Feature > Voice Mail > Message Waiting > Message Waiting Configuration page. •On the Service Parameters Configuration page by going to Service > Service Parameters, and clicking Cisco Messaging Interface for the applicable server. Set the calling search spaces on the Service Parameters Configuration page only when a simplified message desk interface (SMDI)-compliant external voicemail system is used. Refer to the documentation included with Cisco Unity and Cisco CallManager for detailed instructions on integrating Cisco Unity with Cisco CallManager.
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