Configure Deskphone Control

Prerequisites

The Cisco CTIManager service must be running in the Cisco Unified Communications Manager cluster.

Configure Deskphone Control Workflow

Procedure
     Command or ActionPurpose
    Step 1Add a CTI Service
     

    Create a CTI UC service, the information is used by Jabber to locate the CTI Server.

     
    Step 2Enable Device for CTI
     

    Allows Cisco Jabber desktop clients to control the desk phone of the user.

     
    Step 3Desk Phone Video Configuration.  

    Let users receive video transmitted to their desk phone devices on their computers through the client.

     
    Step 4Enable Video Rate Adaptation
     

    The client uses video rate adaptation to negotiate optimum video quality.

     
    Step 5Configure User Associations
     

    Associate users with devices and assign users to access control groups.

     
    Step 6Reset Devices
     

    You must reset devices after you configure user associations.

     

    Add a CTI Service

    The CTI service provides Jabber with the address of the UDS device service. The UDS device service provides a list of devices associated with the user.

    Procedure
      Step 1   Open the Cisco Unified CM Administration interface.
      Step 2   Select User Management > User Settings > UC Service.

      The Find and List UC Services window opens.

      Step 3   Select Add New.

      The UC Service Configuration window opens.

      Step 4   In the Add a UC Service section, select CTI from the UC Service Type drop-down list.
      Step 5   Select Next.
      Step 6   Provide details for the instant messaging and presence service as follows:
      1. Specify a name for the service in the Name field.

        The name you specify displays when you add services to profiles. Ensure the name you specify is unique, meaningful, and easy to identify.

      2. Specify the CTI service address in the Host Name/IP Address field.
      3. Specify the port number for the CTI service in the Port field.
      Step 7   Select Save.
      What to Do Next

      Add the CTI service to your service profile.

      Apply a CTI Service

      After you add a CTI service on Cisco Unified Communications Manager, you must apply it to a service profile so that the client can retrieve the settings.

      Before You Begin

      • Create a service profile if none already exists or if you require a separate service profile for CTI.

      • Add a CTI service.

      Procedure
        Step 1   Open the Cisco Unified CM Administration interface.
        Step 2   Select User Management > User Settings > Service Profile. Find and List Service Profiles window opens.
        Step 3   Find and select your service profile. Service Profile Configuration window opens.
        Step 4   Navigate to CTI Profile section, and select up to three services from the following drop-down lists:

        • Primary

        • Secondary

        • Tertiary

        Step 5   Select Save.

        Enable Device for CTI

        If you want Cisco Jabber desktop clients to be able to control the desk phone of the user, you must select the Allow Control of Device from CTI option when you create the device for the user.

        Procedure
          Step 1   In Cisco Unified CM Administration, click Device > Phone and search for the phone.
          Step 2   In the Device Information section, check Allow Control of Device from CTI.
          Step 3   Click Save.

          Desk Phone Video Configuration

          Desk phone video capabilities let users receive video transmitted to their desk phone devices on their computers through the client.

          Set Up Desk Phone Video

          To set up desk phone video, you must complete the following steps:

          1. Physically connect the computer to the computer port on the desk phone device.

            You must physically connect the computer to the desk phone device through the computer port so that the client can establish a connection to the device. You cannot use desk phone video capabilities with wireless connections to desk phone devices.


            Tip

            If users have both wireless and wired connections available, they should configure Microsoft Windows so that wireless connections do not take priority over wired connections. See the following Microsoft documentation for more information: An explanation of the Automatic Metric feature for Internet Protocol routes.

          2. Enable the desk phone device for video in Cisco Unified Communications Manager.

          3. Install Cisco Media Services Interface on the computer.

            Cisco Media Services Interface provides the Cisco Discover Protocol (CDP) driver that enables the client to do the following:

            • Discover the desk phone device.

            • Establish and maintain a connection to the desk phone device using the CAST protocol.


            Note

            Download the Cisco Media Services Interface installation program from the download site on cisco.com.

          Desk Phone Video Considerations

          Review the following considerations and limitations before you provision desk phone video capabilities to users:

          • You cannot use desk phone video capabilities on devices if video cameras are attached to the devices, such as a Cisco Unified IP Phone 9971. You can use desk phone video capabilities if you remove video cameras from the devices.

          • You cannot use desk phone video capabilities with devices that do not support CTI.

          • Video desktop sharing, using the BFCP protocol, is not supported with desk phone video.

          • It is not possible for endpoints that use SCCP to receive video only. SCCP endpoints must send and receive video. Instances where SCCP endpoints do not send video result in audio only calls.

          • 7900 series phones must use SCCP for desk phone video capabilities. 7900 series phones cannot use SIP for desk phone video capabilities.

          • If a user initiates a call from the keypad on a desk phone device, the call starts as an audio call on the desk phone device. The client then escalates the call to video. For this reason, you cannot make video calls to devices that do not support escalation, such as H.323 endpoints. To use desk phone video capabilities with devices that do not support escalation, users should initiate calls from the client.

          • A compatibility issue exists with Cisco Unified IP Phones that use firmware version SCCP45.9-2-1S. You must upgrade your firmware to version SCCP45.9-3-1 to use desk phone video capabilities.

          • Some antivirus or firewall applications, such as Symantec EndPoint Protection, block inbound CDP packets, which disables desk phone video capabilities. You should configure your antivirus or firewall application to allow inbound CDP packets.

            See the following Symantec technical document for additional details about this issue: Cisco IP Phone version 7970 and Cisco Unified Video Advantage is Blocked by Network Threat Protection.

          • You must not select the Media Termination Point Required checkbox on the SIP trunk configuration for Cisco Unified Communications Manager. Desk phone video capabilities are not available if you select this checkbox.

          Desk Phone Video Troubleshooting

          If you encounter an error that indicates desk phone video capabilities are unavailable or the desk phone device is unknown, do the following:

          1. Ensure you enable the desk phone device for video in Cisco Unified Communications Manager.

          2. Reset the physical desk phone.

          3. Exit the client.

          4. Run services.msc on the computer where you installed the client.

          5. Restart Cisco Media Services Interface.

          6. Restart the client.

          Enable Video Rate Adaptation

          The client uses video rate adaptation to negotiate optimum video quality. Video rate adaptation dynamically increases or decreases video quality based on network conditions.

          To use video rate adaptation, you must enable Real-Time Transport Control Protocol (RTCP) on Cisco Unified Communications Manager.

          Note

          RTCP is enabled on software phone devices by default. However, you must enable RTCP on desk phone devices.

          Enable RTCP on Common Phone Profiles

          You can enable RTCP on a common phone profile to enable video rate adaptation on all devices that use the profile.


          Note

          RTCP is an integral component of Jabber Telephony services. Jabber will continue to send RTCP packets even when disabled.

          Procedure
            Step 1   Open the Cisco Unified CM Administration interface.
            Step 2   Select Device > Device Settings > Common Phone Profile.

            The Find and List Common Phone Profiles window opens.

            Step 3   Specify the appropriate filters in the Find Common Phone Profile where field and then select Find to retrieve a list of profiles.
            Step 4   Select the appropriate profile from the list.

            The Common Phone Profile Configuration window opens.

            Step 5   Locate the Product Specific Configuration Layout section.
            Step 6   Select Enabled from the RTCP drop-down list.
            Step 7   Select Save.

            Enable RTCP on Device Configurations

            You can enable RTCP on specific device configurations instead of a common phone profile. The specific device configuration overrides any settings you specify on the common phone profile.

            Procedure
              Step 1   Open the Cisco Unified CM Administration interface.
              Step 2   Select Device > Phone.

              The Find and List Phones window opens.

              Step 3   Specify the appropriate filters in the Find Phone where field and then select Find to retrieve a list of phones.
              Step 4   Select the appropriate phone from the list.

              The Phone Configuration window opens.

              Step 5   Locate the Product Specific Configuration Layout section.
              Step 6   Select Enabled from the RTCP drop-down list.
              Step 7   Select Save.

              Configure User Associations

              When you associate a user with a device, you provision that device to the user.

              Before You Begin

              Create and configure Cisco Jabber devices.

              Procedure
                Step 1   Open the Cisco Unified CM Administration interface.
                Step 2   Select User Management > End User.

                The Find and List Users window opens.

                Step 3   Specify the appropriate filters in the Find User where field and then select Find to retrieve a list of users.
                Step 4   Select the appropriate user from the list.

                The End User Configuration window opens.

                Step 5   Locate the Service Settings section.
                Step 6   Select Home Cluster.
                Step 7   Select the appropriate service profile for the user from the UC Service Profile drop-down list.
                Step 8   Locate the Device Information section.
                Step 9   Select Device Association.

                The User Device Association window opens.

                Step 10   Select the devices to which you want to associate the user. Jabber only supports a single softphone association per device type. For example, only one TCT, BOT, CSF, and TAB device can be associated with a user.
                Step 11   Select Save Selected/Changes.
                Step 12   Select User Management > End User and return to the Find and List Users window.
                Step 13   Find and select the same user from the list.

                The End User Configuration window opens.

                Step 14   Locate the Permissions Information section.
                Step 15   Select Add to Access Control Group.

                The Find and List Access Control Groups dialog box opens.

                Step 16   Select the access control groups to which you want to assign the user.
                At a minimum you should assign the user to the following access control groups:

                • Standard CCM End Users

                • Standard CTI Enabled

                Remember:

                If you are provisioning users with secure phone capabilities, do not assign the users to the Standard CTI Secure Connection group.

                Certain phone models require additional control groups, as follows:

                • Cisco Unified IP Phone 9900, 8900, or 8800 series or DX series, select Standard CTI Allow Control of Phones supporting Connected Xfer and conf.

                • Cisco Unified IP Phone 6900 series, select Standard CTI Allow Control of Phones supporting Rollover Mode.

                Step 17   Select Add Selected.

                The Find and List Access Control Groups window closes.

                Step 18   Select Save on the End User Configuration window.

                Reset Devices

                After you create and associate users with devices, you should reset those devices.

                Procedure
                  Step 1   Open the Cisco Unified CM Administration interface.
                  Step 2   Select Device > Phone.

                  The Find and List Phones window opens.

                  Step 3   Specify the appropriate filters in the Find Phone where field and then select Find to retrieve a list of devices.
                  Step 4   Select the appropriate device from the list.

                  The Phone Configuration window opens.

                  Step 5   Locate the Association Information section.
                  Step 6   Select the appropriate directory number configuration.

                  The Directory Number Configuration window opens.

                  Step 7   Select Reset.

                  The Device Reset dialog box opens.

                  Step 8   Select Reset.
                  Step 9   Select Close to close the Device Reset dialog box.