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This document describes how to integrate Cisco Emergency Responder (CER) with Cisco Unified Communications Manager (CUCM) using switchport phone tracking. This document is written by a Cisco TAC engineer and it does not replace the need to reference the configuration and design guides.
Sections with examples represent a possible setup with sample values included for reference only. The configuration of private networks depends on the needs of the private entitiy and their internal design guidlines.
It is important to coordinate testing of emergency calls with the local Public Safety Answering Point (PSAP) after the integration of CER with CUCM is deemed complete.
If PSAP testing is successful, but more changes to the configuration are made after testing, it is important that you coordinate with your local PSAP to schedule testing of emergency calls once the additional changes are complete. In short, test emergency calls whenever changes are made that may impact call routing.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software versions:
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
A simple, easy to remember number for contacting public emergency agencies such as police, fire, and medical for certain countries. Not all countries use 911 for emergency calls so please be aware of the proper emergency number to use. For simplicity this document will only reference 911 as the emergency phone number.
Publicly funded facility where emergency calls are routed and dispatched. This the organisation comprised of live operators that answer the 911 calls and determine which emergency agency (police, fire, etc.) needs to be dispatched.
The automatic display at a PSAP of the calling party and an address/location. The operator will use this info to locate the person making the 911 call.
The phone company has a subscriber database matching phone numbers to names and addresses. When a call arrives at the 911 network this database is used to pull up the address that matches the calling phone number making it easier for the PSAP operator to locate you.
This is another term for the calling party number. The ALI is different from the ANI in that the ALI contains more information about the location of the caller.
The area from which an emergency call is placed. This is not necessarily the location of the emergency. If an emergency caller is reporting a general emergency, the actual emergency might be in a different area. In CER, you assign switch ports and phones to ERLs, and ERL definitions include ALI data. The ALI data is used by PSAP to determine location of caller placing the 911 call.
A phone number which the PSAP can use to call back the emergency caller. The PSAP might need to call the ELIN if the emergency call is abrubtly disconnected, or if the PSAP needs additional information after intentionally ending the emergency call. The ELIN is part of the ERL configuration.
These are the different call flows that we can have with CER:
Create two partitions. Go to Call Routing > Class of Control > Partition:
Note:
911_PT is the partition that houses your emergency numbers. If you already have a partition for emergency numbers, you can continue to use your previously configured partition. Simply substitute the name of your preconfigured partition wherever 911_PT is mentioned in this document.
Phones_PT is the partition associated with all the internal Directory Numbers (DN). If you already have a partition for internal DNs, you can continue to use your previously configured partition. Simply substitute the name of your preconfigured partition wherever Phones_PT is mentioned in this document.
Create two Calling Search Spaces. Go to Call Routing > Class of Control > Calling Search Space:
Warning: If you have a more complicated setup, the IP Phones need to be able to dial the 911 and/or 9.911 Translation Patterns (configured later) and the CTI Route Point and CTI Ports need to be able to call the IP Phones
Tip: For internal calls you can display on the screen Emergency Call or something else if you like. This way people understand the urgency of the call before they answer it. For external calls you can configure the External Phone Number Mask to a number that everyone will recognize.
In this example the Default ERL is the same one for the RTP Location
The only difference between the 911 and 9.911 Translation Patterns is the Discard PreDot on the 9.911 Translation Pattern
To configure PSAP callback we need to assign a CSS to the inbound gateway and create a translation pattern.
In the examples here, since only 4 digits are being passed in from the gateway/trunk, in order for it to hit the 913 CTI RP we need to prefix digits (for this example prefix: 913919537). This way the pattern 913XXXXXXXXXX that is configured in both CCM and CER will be matched.
User
ERL Administrator
Admin Utility
Network Administrator Serviceability
System Administrator
System > Cisco ER Group Setting
System > Telephony Settings
You should not have to change anything on this page; however, changes made here must match the CTI Route Points configured on CUCM.
System > Server Settings
It’s best to put a check in all the boxes for the Debug Package List and Trace Package List. This will increase the chances of identifying root cause if the system is experiencing problems. Enabling all of these debugs and traces will have minimal impact on server performance as CER is the only thing on the server.
Phone Tracking > Cisco Unified Communications Manager
Note: Once the above step is performed CTI Route Points and CTI Ports should show as registered on CUCM.
ERL > Onsite Alert Settings
Note: The email address field is optional. All others are required.
Tip: It is possible to specify an email alias so multiple people get the email. This may be useful if your security team has an email alias.
Create Emergency Response Locations (ERLs)
ERL > Conventional ERL
Phone Tracking > SNMP V2
All switches and CallManager servers must be configured here for SNMP phone tracking to work
Tip: You can specify *.*.*.* or other wildcards/ranges. You can also configure specific IP Addresses if you please.
Phone Tracking > LAN Switch
ERL Membership > Switch Ports
- Gateway’s incoming CSS can reach the partition of the translation pattern configured for callback call
- Translation pattern configured with correct number of digits, based on significant digits sent in GW with/without any prefixes
- Translation pattern prefixes 913, along with the rest of the most significant digits. TP’s CSS can reach the partition of the 913 CTI RP
- CER strips 913 (ELIN Digit Strip field). Callback is within the time specified in Active Call Time out (in min)
- 913 CTI RP’s CSS should be able to reach the partition of the original calling party phone DN
- Onsite alert contacts are configured correctly for each ERL
- CTI Ports are registered, and their CSS can reach the partition of the Onsite alert personnels’ phone DNs
- Ensure there are enough CTI Ports to handle simultaneous calls to the onsite alerts
- Ensure System > Cisco ER Group Settings > Calling Party Modification value is set to ‘enable’
- Application user used for interaction between CUCM and CER has ‘Standard CTI Enabled’ and ‘Standard CTI Allow Calling Number Modification’ user groups
- ‘Use Calling Party’s External Phone Number Mask’ checkbox is unchecked, on the Route Pattern for the 911 call
- No Calling Party modifications at the RP/RL/RG/Gateway levels
- If all the above settings look correct, run debug on the gateway to check the calling party number for the 911 call (Example: ‘debug isdn q931’ for a PRI gateway)
- Check SNMP configuration on CER, SNMP configuration on switches and that the switches are configured in CER
- Ensure that the switches are supported to be tracked on that version of CER. If the switch is not supported, you will see “This device is not supported <ip address>” Error message in phone tracking logs
- The list of devices supported by CER is listed in cisco.com Switch ports are showing up but phones aren’t
- Check SNMP configuration on CER and CCMs
- On each CUCM, Cisco Unified Serviceability > Tools > Control Center – Feature Services > ‘Cisco CallManager SNMP Service’ needs to be Activated and Started
- On each CUCM, ensure that the network service ‘SNMP Master Agent’ is Running
- Ensure all CUCM servers having phones that need to be tracked in CER, show up in the CUCM List. The list can be checked by going to Phone Tracking > Cisco Unified Communications Manager > Click on Cluster > Then click on “Cisco Unified Communications Managers List”. This should show all nodes in CUCM cluster that run CCM service
- You can run SNMP walks to confirm CER is able to pull IP Phone information from CUCM and switch:
Enter the community string:: cer
Enter the ip address of the Server, use 127.0.0.1 for localhost.Note that you need to provide the IP address, not the hostname.:: 14.48.62.250
The Object ID (OID):: 1.3.6.1.4.1.9.9.23.1.2.1.1.6
Enter parameter as "file" to log the output to a file. [nofile]::
This command may temporarily impact CPU performance.
Continue (y/n)?y
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10101.1 = STRING: "rtp12-calo-363-gw.cisco.com"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10102.6 = STRING: "SEPF09E636EE825"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10104.8 = STRING: "SEP74A02FC0AD11"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10107.7 = STRING: "SEP6C416A369525"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10108.12 = STRING: "SEP1C1D862F3EDF"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10109.9 = STRING: "SEP6899CD85AE21"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10111.10 = STRING: "SEP84B5170993E8"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10113.11 = STRING: "SEP88908D737AC7"
iso.3.6.1.4.1.9.9.23.1.2.1.1.6.10115.2 = STRING: "SEP00235EB7A757"