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Cisco Hosted Collaboration Solution (HCS) customers want to deploy Session Initiation Protocol (SIP) applications that work with Cisco Unified Communications Manager through SIP technology to provide support for voicemail, auto attendant, interactive voice responses, conferences, call center support, IP multimedia subsystem (IMS), instant messaging, presence, and third-party IP PBXs.
In addition, Cisco HCS customers want to deploy third-party SIP phones and SIP-verified phones. Finally, Cisco HCS customers want to deploy third-party CTI applications to perform call-related functionality for attendant console, call and contact center, call recording support, and other supported features.
This document provides general guidelines for configuring a generic SIP trunk for SIP applications, third-party SIP phones and SIP-verified phones, and CTI applications for Cisco HCS Release 10.6(1). The configuration tasks that are discussed in this document require you to have a strong understanding ofCisco Unified Communications Domain Manager 8.1(x), Cisco Unified Communications Domain Manager 10.6(1), and Cisco Unified Communications Manager provisioning.
Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager are not informed about the SIP application that is connecting through the SIP trunk. Neither component can make configuration changes to the SIP application server or software. The Cisco HCS customer must perform configuration tasks to make the SIP application work.
Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager are not informed about the CTI application that is connecting through the CTI route point or port. Neither component can make configuration changes to the application server or software. The Cisco HCS customer must perform configuration tasks to make the CTI application work.
Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager do not establish a network connection to third-party SIP phones or SIP-verified phones for configuration updates. The Cisco HCS customer must perform configuration tasks to make the SIP phones work.
Note | Cisco Unified Communications Domain Manager 8.1(x) is not notified about the configuration update because data synchronization (propagation) does not occur when you configure the Cisco Unified Communications Manager. |
Consider the following information before you make configuration updates:
Any configuration data about SIP applications, SIP trunks CTI applications, CTI ports, third-party SIP phones and SIP-verified phones is synced between Cisco Unified Communications Domain Manager 10.6(1) and Cisco Unified Communications Manager.
If any conflicts do occur, Cisco Unified Communications Domain Manager 10.6(1) uses data sync to automatically transfer information between the two products. Any provisioning performed in the Cisco Unified Communications Manager Administration can be synched into Cisco Unified Communications Domain Manager 10.6(1) using the data sync. Cisco Unified Communications Domain Manager 10.6(1) data sync can be initiated manually, or can be scheduled, to sync provisioning information between the two products.
You can provision generic trunk connections and SIP trunks and the associated route patters, route groups and route lists in Cisco Unified Communications Domain Manager 8.1(x) and Cisco Unified Communications Domain Manager 10.6(1). For more information about this functionality, see the Cisco Unified Communications Domain Manager 8.1(x) and Cisco Unified Communications Domain Manager 10.6(1) documentation.
This section, which provides guidelines for how to set up third-party SIP phones and SIP-verified phones for Cisco HCS support, assumes that you have a strong understanding of Cisco Unified Communications Manager, Cisco Unified Communications Domain Manager 8.1(x) and Cisco Unified Communications Domain Manager 10.6(1). Cisco HCS supports the following types of third-party SIP phones:
SIP-Verified Phones—After a phone model passes certification, Cisco provides a .cop file that you install on Cisco Unified Communications Manager to support the phone model.
Generic Third-Party SIP Phones (Basic and Advanced in Cisco Unified Communications Manager)
Note | Customers must ensure that third-party SIP phones meet the Cisco Unified Communications Manager interface specifications for basic or advanced SIP signaling. |
Note | For more information about SIP-verified phones, see the Cisco Developer Network Program at http://developer.cisco.com/web/cdc/home. |
Note | This procedure can be used to configure SIP verified phones either in Cisco Unified Communications Domain Manager 8.1(x) or Cisco Unified Communications Domain Manager 10.6(1). Perform the appropriate steps, depending on which Cisco Unified Communications Domain Manager you use. |
Note | For Cisco Unified Communications Domain Manager 10.6(1), you can sync the phone type once the .cop file is applied to Cisco Unified Communications Manager. |
In Cisco Unified Communications Domain Manager 8.1(x), add the corresponding phone type to the system, as described in Cisco Unified Communications Domain Manager Deployment Guide.
Configure the new phone type in Cisco Unified Communications Domain Manager.
Assign the SIP-verified phone to the appropriate location in Cisco Unified Communications Domain Manager.
Connect the phone to Cisco Unified Communications Manager so that the phone can register.
The following features are not supported with unverified third-party SIP phones. The verification report for the SIP-verified phones indicates whether the following features are supported:
Integrate SIP phone with centralized TFTP, which means that you cannot download phone firmware or configuration files on the SIP phone. You must manually complete any phone or device-specific configuration through the interface that the phone provides.
Send MAC address during registration. For registration to Cisco Unified Communications Manager, a matching device name is required.
Download or control softkeys for the SIP phone from Cisco Unified Communications Manager.
Download the dial plan file to the SIP phone.
Failover or fallback for the SIP phones through Cisco Unified Communications Manager. Phone configuration determines which Unified Communications Manager node the phone attempts to register to. The Cisco Unified Communications Manager group that is included in the device pool that the device is assigned to might not be used.
Restart or reset SIP phone through Cisco Unified Communications Manager.
Control SIP phone through CTI applications.
Integrate SIP phone with Cisco Unified Personal Communicator or Cisco Unified Communications Manager IM and Presence Service.
Support Survivable Remote Site Telephony (SRST) with SIP phone.
Note | This procedure can be used to configure third-party SIP phones either in Cisco Unified Communications Domain Manager 8.1(x) or Cisco Unified Communications Domain Manager 10.6(1). Perform the appropriate steps, depending on which Cisco Unified Communications Domain Manager you use. |
For Cisco Unified Communications Domain Manager Release 8.x, refer to the "Set Up Phone Registration" and "Set Up End User" sections in the "Set Up Cisco Unified Communications Domain Manager 8.x" chapter of the Cisco Hosted Collaboration Solution, Release 10.6(1) Customer Onboarding Guide. Be sure to select "Third Party SIP" as the phone type.
For Cisco Unified Communications Domain Manager Release 10.6(1), refer to the "Add Phones and Jabber Clients" and "Add Subscribers in Cisco Unified Communcations Domain Manager" sections in the "Provisioning UC Applications" chapter of the Cisco Hosted Collaboration Solution, Release 10.6(1) Customer Onboarding Guide. Be sure to select "Third Party SIP" as the phone type.
This section, which provides guidelines for configuring CTI applications for support in Cisco HCS, assumes that you have a strong understanding of Cisco Unified Communications Manager, Cisco Unified Communications Domain Manager 8.1(x), Cisco Unified Communications Domain Manager 10.6(1) and CTI support in Cisco Unified Communications Manager.
This section will also help you decide whether to configure CTI application support in Cisco Unified Communications Manager, Cisco Unified Communications Domain Manager 8.1(x) or Cisco Unified Communications Domain Manager 10.6(1). In some cases, when you configure in Unified Communications Manager, you can configure in Unified Communications Manager Administration or through the Unified Communications Manager AXL interface.
Cisco Unified Communications Domain Manager 10.6(1) provides all of the configuration for CTI components in Cisco HCS. Cisco Unified Communications Domain Manager 8.1(x) provides some of the configuration; you must also perform some configuration in Cisco Unified Communications Manager to make it work under Cisco Unified Communications Domain Manager 8.1(x). Some CTI applications can make Cisco Unified Communications Manager configuration updates by using the Cisco Unified Communications Manager AXL interface to configure necessary CTI elements in the Cisco Unified Communications Manager database. Changes that are made in Cisco Unified Communications Manager, either through the AXL interface or GUI, are not communicated automatically to Cisco Unified Communications Domain Manager 8.1(x).
Before you perform any configuration for CTI applications, review the following guidelines:
Perform detailed analysis to understand the CTI elements that the application requires and take steps to avoid overlaps between configuration in Cisco Unified Communications Manager and Cisco Unified Communications Domain Manager. For CTI elements that require configuration in Cisco Unified Communications Manager, make sure that you analyze your configuration to ensure that you do not create data conflicts for user-group names, application user names, CTI Manager group names, and CTI-enabled devices.
In general, use Cisco Unified Communications Domain Manager whenever possible to configure the required CTI elements for the CTI application.
The following table describes where you configure support for CTI applications:
Configuration | Perform in Cisco Unified Communications Domain Manager 8.1(x) ? | Perform in Cisco Unified Communications Domain Manager 10.6(1)? | Perform in Cisco Unified Communications Manager? | ||
---|---|---|---|---|---|
Activate the CTI Manager Service | No | No |
Yes Activate and deactivate the CTI Manager Service in Cisco Unified Serviceability. Configure CTI Groups in Cisco Unified Communications Manager Administration. |
||
Configure the application user and user group | No |
Yes Configure CTI Route points from CUCDM 10.6(1) ( ).
|
Yes Create application user in Cisco Unified Communications Manager Administration. Configure a user group for the application, which includes assigning roles to the user group and setting CTI permissions, such as standard CTI Allow Call Monitoring. Associate the application user to a variety of user groups. |
||
Configure CTI-enabled phones (devices) for CTI monitoring and control |
Yes Cisco Unified Communications Domain Manager supports configuring the Allow Control of Device from CTI parameter for the user. The user setting is applied to the directory number (line) and device. |
Yes Cisco Unified Communications Domain Manager supports configuring the Allow Control of Device from CTI using the Enable CTI check box. The user setting is applied to the directory number (line) and device. |
No | ||
Configure CTI ports | Yes |
Yes Configure CTI Ports in Unified CDM under . |
No |
||
Configure CTI route points | No |
Yes Configure CTI Route points from CUCDM ( ).
|
Yes Configure in Cisco Unified Communications Manager Administration, which allows a CTI application to register to Unified Communications Manager to provide an incoming call termination and queuing functionality. You may need to configure multiple CTI route points, depending on the number of incoming calls that must be handled and how many different entry points (external (Digit Discard Instructions)(DDI) numbers) exist in the system. |
Tip | The Cisco Developer Network (CDN Interoperability Verification Testing (IVT)) Program, which allows third parties to submit products (CTI applications) to become Cisco partners, tests and verifies compliance for the product. For more information, see http://developer.cisco.com/web/cdc/home. |
The following example describes how you can use Cisco Unified Communications Manager AXL interface, Cisco Unified Communications Domain Manager 8.1(x), and Cisco Unified Communications Manager to configure CTI support for Cisco Unified Attendant Console.
The following example describes how you can use Cisco Unified Communications Manager AXL interface, Cisco Unified Communications Domain Manager 10.6(1), and Cisco Unified Communications Manager to configure CTI support for Cisco Unified Attendant Console.
Note | To avoid conflict with the dial plan, and to ensure that the required numbers that the attendant console associates with its CTI devices are reserved in Cisco HCS, use Cisco Unified Communications Domain Manager 10.6(1) to reserve and assign the number to the location that is associated with the Cisco Unified Attendant Console. Ensure that it is has not been used or shared with the phone number in Cisco Unified Communications Domain Manager 10.6(1). |
For third-party product certification and verification, see the Cisco Developer Network Program at http://developer.cisco.com/web/cdc/home.
For Cisco Unified Communications Manager documentation, see http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html.
For Cisco Unified Communications Domain Manager documentation, see the Components tab of the corresponding Cisco HCS release: http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html.