Summary book of CCVP

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CCVP Plus Bootcamp
Module 3 – Plus

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VoiceBootcamp Inc
PLUS
Unity Connection 7.0
Unified Presence 7.0
Unified Contact Center 7.0
What Makes the CCVP the Most Unique in the world

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Unity Connection 7.X
Overview

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Cisco Unified CM Voice-Mail
Integration
–Cisco Unified CM can integrate with Cisco Unity, Cisco Unity Connection, Cisco
Unity Express.
–Cisco Unity and Cisco Unity Connection integrate using SIP or SCCP:
•SIP integrations include MWI handling.
•SCCP needs additional MWI ports.
–Cisco Unity can handle multiple clusters connected through QSIG tunnels.
–Cisco Unity uses the forwarding information provided by Unified CM to answer
the call appropriately.
PSTN
Cisco
Unity Connection
Cisco
Unified
CM
Cluster

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Voice-Mail Integration Parameters
PSTN
Cisco
Unity Connection
Cisco
Unified
CM
Cisco Unified CM parameter Cisco Unity Connection parameter
Number of Voice-Mail Ports Number of Voice-Mail Ports
Message Waiting Information MWI on/off Extension
Voice-Mail Port Name CallManager Device Name Prefix
Line Directory Number Subscriber Extension
Hunt List, Hunt Pilot, Voice-Mail Pilot,
Voicemail Profile
-

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Voice Mail Integration Elements:
Incoming Call
Cisco Unity ConnectionCisco Unified CM
SCCP control
Voice-Mail
Pilot
Voice-Mail SCCP
Port1
Voice-Mail SCCP
Port2
Voice-Mail SCCP
Port3
Voice-Mail SCCP
Port4
Voice-Mail Port 1
Voice-Mail Port 2
Voice-Mail Port 3
Voice-Mail Port 4
MWI on
Extension
MWI off
Extension
Directory,
Prompts,
Messages
SCCP
Incoming
call
forwarded
call
MWI on
call
Controls terminating
SCCP port
Plays prompt
Records incoming voice
calls MWI on extension
Cisco UnityC
Message access
Directory access
Prompt access
Unified CM Hunt List

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Voice Mail Integration Elements:
Listen to Messages
Cisco UnityCCisco Unified CM
SCCP control
with UnityC
TSP
MWI on
Extension
MWI off
Extension
Directory,
Prompts,
Messages
SCCP
VM Access
call
MWI off
call
Controls terminating
SCCP port
Identifies Subscriber
Plays prompt
Plays recorded voice-
mails
calls MWI off extension
Cisco UnityC
Message access
Directory access
Prompt access
Unified CM Hunt List
Voice-Mail
Pilot
Voice-Mail SCCP
Port1
Voice-Mail SCCP
Port2
Voice-Mail SCCP
Port3
Voice-Mail SCCP
Port4
Voice-Mail
Port 1
Voice-Mail
Port 2
Voice-Mail
Port 3
Voice-Mail Port
4

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Microsoft Exchange
or Lotus Domino
Server
Cisco Unity Environment
Telephony
Cisco Unified CM,
SIP, PIMG
Cisco Unity
Directory
Message
Store
SQL
MAPI
Cisco Unified CM
et forwarding attributes IMAP
User GUI
User TUI/VUI Personal
Routing
Cisco
UnityC
SCCP/SIP
PA
Server
Outlook
or Notes
Fax
Server
Voice Mail
E-Mail
FAX

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SCCP Voice-Mail Integration
Configuration Procedure
• Cisco Unified Communications Manager SCCP
Integration Tasks:
1. Create MWI extensions
2. Create voice-mail ports
3. Create line group
4. Create hunt list
5. Create hunt pilot
6. Create voice-mail-pilot
7. Create voice-mail-profile

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Step 1 – Pilot Number & Profile
Select Voicemail Pilot
Select Voicemail Profile

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Step 2 – MWI
Select Message Waiting

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Step 3 – VoiceMail Port

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Step 3 – VoiceMail Port (cont’d)

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Step 3 – VoiceMail Port (cont’d)

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Step 4 – Voicemail Hunt List

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Step 5 – Hunt Pilot

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Step 5 – Call Forward Setting

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Step 5 – Adding Unity Conn as a APP
Server

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Unity Connection Configurations
Select Phone System
Then go to Edit Menu
And Select
Cisco Unified
Communication Manager
AXL server

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Define UCM and AXL Users
Define the IP address of CallManager and port number is 143
Unity Connection use IMAP port
Username and password must be the necessary privilege

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Add A New Port Group Port Group is a logical
Group of voicemail port
Define Port Group and Ports

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Check Configurations
Go to CallManager  VoiceMail 

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Voicemail Subscriber

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Cisco Unified Contact
Center Express

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UCCX
• Cisco CallManager (CCM)
–Implementation of IP Phones, directs VoIP calls to UCCX Express
• Directory (LDAP)
–Stores UCCX Express configuration data and UCCX Express scripts
• UCCX Express Server
–Runs Engine
• UCCX Express Script Editor
–Create and update UCCX Express scripts
• Cisco Agent Desktop (CAD)/
Cisco Supervisor Desktop (CSD)
–Agent and Supervisor functions
Agent Monitoring and recording

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UCCX Call Flow
CCMUCCX
CTI Port
Known as Call
Control Group
DN – 3201 - 3203
Script
Application
Queue
CSQ
Resource
Group/Skills
3001
A1
5001
A2
Cisco Media
3500
Trigger
CTI Route
Point
3500
JTAPI
user
RmCM
User
JTAPI Provider = CCM IP address
RmCM Provider = CCM IP Address
Trigger is registered with CCM as a CTI Route Point
Normal user

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UCCX Express Setup
• Define a username in CallManager call “crsadmin” with
password “cisco”
• UCCX Express does not have any administrative account
therefore use the setup account to run the initial setup
– Setup User id: Administrator (A is capital)
– Setup Password: ciscocisco
• After running the wizard, select the new administrative
account and re-login to UCCX with new account

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Step 1 UCCX Express Setup
• Step 1 – Create a Admin account in CallManager

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Step 2 Login to UCCX Server
Username: Administrator
Password: ciscocisco

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Step 3 – Define AXL User/Server

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Step 4 – Continue After license File to activate
the component

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Unified CM configuration

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Language Selection & User Selection

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UCCX Administration Page

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Unified CM Telephony

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Cisco Media Termination DG
Used to carry voice traffic

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Call Control Group

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Agent Account

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Resource Group
Agent can be selected based on Skills
Or Resource group

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CSQ

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Add New IPCC Application

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Add a Trigger to call the application

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Trigger and CTI Ports in UCM 7
Device Menu  CTI Route Points
Device Menu  Phones

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IP Phone Service for Agent
• Create an IP Phone Service with the following URL and
Subscribe to IP Phone
• http://X.X.X.X:6293/ipphone/jsp/sciphonexml/IPAgent
Initial.jsp
• Where X.X.X.X is the IP address of IPCC Express Server

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Agent IP Phone and RM User

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User Account Association
• Crsadmin = normal IPCC Admin account
• JTAPI USER – this user is associated with CTI Ports and
CTI Route Point created by IPCC
–No Primary extension required
–No IPCC Extension Required
• RMUser – This user is associated with Agent IP Phone
–No Primary extension required
–No IPCC Extension Required
• Agent account just as jsmith – this is the agent
– Primary extension required
– IPCC Extension Required

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Cisco Unified Presence
7.0

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Presence 7.0 Overview
• collects information about a user's availability and
communications capabilities
• facilitate presence-enabled communications for Cisco
Unified Communications and critical business
applications
• takes advantage of Session Initiation Protocol (SIP)
technology
• Cisco Unified Presence is tightly integrated with
various desktop clients and applications

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Presence 7.0 Overview (cont’d)
• Cisco Unified Presence Modes of Operation
–Cisco Unified Communications Mode (30,000 users)
–Microsoft Office Interoperability Mode (10,000 users)
• Microsoft Outlook Calendar Integration
• Cisco Unified Presence Federation
• Centralized Communication Utility
• Cisco Personal Communicator Client (CUPC)

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Overview of Presence 7.0
Step 1
CallManager: Service Parameters set the
Set the Default Inter-Presence Group Subscription to
“Allow Subscription”

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Step 2 – SIP Trunk Profile
• Go to System / Security-Profile
• Add a SIP trunk security profile
• Use these settings
• Enable:
Accept Presence Subscription
Accept Out-of_Dialog REFER
Accept Unsolicited Notification
Accept Replaces Header

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Step 3 – CallManager:
Add SIP trunk
CallManager: Add SIP trunk
• Add a SIP trunk for each CUPS associated with this CallManager
• Device / Trunk / Add Trunk / Protocol:SIP
• Subscribe CSS – Select a CSS that has access to all Phone DNs
CUPS Server

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Step 4 – CallManager: AXL user
CUPS uses AXL SOAP to access the CM database
You have to configure a username/password:
• Easy&Fast: use the CCMAdministrator user
This user has the „Standard AXL API access‟ role
• Better: Create an application user with this role
– Add an Application user (for example “AXLuserCUPS”)
Create a group: “group_AXLaccess”
– Add this user to the “group_AXLaccess” group
– Click on the listbox (upper right corner) “Assign Role to
Usergroup”
– Assign the “Standard AXL API access” role to this group

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Step 5 – CallManager: Services
Check if the following services are activated and
running. These are required for CUPS to operate
Cisco CallManager
Cisco TFTP
Cisco Extension Mobility
Cisco CallManager Cisco IP Phone Services
Cisco AXL Web Service

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Step 6 – Call Manager
Configuration for IPPM
• Add an IP Phone if it doesn‟t exists for a user.
• Add users to the following group „Standard CCM Enduser‟ and
„Standard CTI Enabled‟ group.
• Associate the End User to their Device (IP PPhone)
• Have to set the Primary Extension for persistent login
where you only have to enter the PIN

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Step 7 – CallManager:
Add PhoneMessenger user
CallManager: Add PhoneMessenger user
• Add an application user called “PhoneMessenger”
• Associate all phones that are going to use IPPM
• Put this user in the „Standard CCM End User‟ group

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Step 8 – CallManager:
Add XML service
Add the IP Phone Messenger (IPPM) XML service
• Service name: IPPM
Service description: IP Phone Messenger
URL: http://<servername>:8081/ippm/default?name=#DEVICENAME#
• Use the IP address instead of <servername> if DNS is not enabled on the
phone
• No parameters are needed

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Step 9 – CallManager: Subscribe phones
• Phones that are going to use IPPM now have to subscribe to the IPPM XML
service and Reset the phones

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Step 10 – Call Manager:
Capabilities Assignment
• Go to the CallManager admin GUI
• Set the capabilities for each user
• Use Bulk Assignment for >1 user
• Licenses are used based on capabilities
• Select Enable UPS

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Step 11 – Call Manager Configuration
for Cisco Unified Personal
Communicator
Add an IP phone (if none exists) for the user
• Add the primary extension as one of the IP phone‟s lines -
this is the only line CUPC can control
• Create the end user account, and designate the user‟s
primary extension (DN), if not already configured
• Associate the user with the IP phone, and enable CTI
control for the phone
• Add the user to the “Standard CTI Enabled” and “Standard
CCM End Users” groups
• Configure Digest Credentials for the user

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Step 12 – Call Manager Configuration for
CUPC – Add CUPC Device (cont‟dt)
• Create a “Cisco Unified Personal Communicator” softphone device - name MUST
be: UPC<uppercase-userid>
•More on the naming scheme on separate slide
•Configure a single DN (use the primary extension shared with the IP phone)
•Disable “Allow control of device from CTI” under CUPC Device
•Associate the user with the CUPC device
•Configure voicemail settings for the shared line, if not already configured
•SIP Phone Security Profile – Select Standard SIP Profile for Auto-Registration
•SIP Phone – Select Standard SIP Profile
•Digest User – Select the user id who will be associated with this device

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Step 13 Call Manager Configuration for
CUPC – Add CUPC Device
• Create a softphone device –
use “Cisco Unified Personal
Communicator”
• The Device Name MUST be the
user‟s ID in the form;
UPC[0-9A-Z]{1,12}
meaning that you take out
anything that not‟s a letter or
number and only use the first
12 characters and capitalize
them
• Example: user id “fkhan”
becomes; UPCFKHAN
User id – VOICEBOOTCAMP
becomes UPCVOICEBOOTCAMP

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Step 14 CUPS CONFIGURATION
Define username
And password of
AXL User
Ie. Administrator
Define the hostname of UCM
And IP address of
CallManger 7.0

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Step 15 CUPS CONFIGURATION
Define username
And password of
AXL User
Ie. Administrator
Security Key defined
During installation

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Step 16 Licencing

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Step 17 Service activation

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Step 18 – Add Presence Gateway

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Step 19 Application Listener

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Step 19 Application Listener

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Step 20 service parameters

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Step 21 SIP Proxy Settings

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Step 22 IP PhoneMessenger

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Step 23 Presence Settings
Select the UCM SIP Trunk
Created in CallManager

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Step 24 CUPC Settings

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Step 24 CUPC Settings

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Step 25 Adding Voicemail
Unity Connection Server Configuration
• Go to Application – Unified Personal Communicator – Unity Server – Add New
• Name – Hostname of Unity Connection Server
• IP Address – IP Address of Unity Connection Server
• Port – 143
• Protocol Type - UDP
It is IMAP Port 143

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CUPS Configuration for CUPC – Unity Server
Profile
Unity Server Profile Configuration
• Go to Application – Unified Personal Communicator – Unity Profile – Add
New
• Name – UnityConnection (Name can be any name)
• Voice Messaging Pilot – UnityCon
• Primary Unity Server – Select Unity Connection Server that was added

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CUPS Configuration for CUPC – Meeting
Place Express Server
Meeting Place Express Server Configuration
• Go to Application – Unified Personal Communicator – Meeting Place Server –
Add New
• Name – Hostname of MPX Server
• IP Address – IP Address of MPX Server
• Port – 80
• Protocol Type – HTTP/HTTPS

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CUPS Configuration for CUPC – Meeting Place
Profile Configuration
Meeting Place Profile Configuration
• Go to Application – Unified Personal Communicator – Meeting Place Profile –
Add New
• Name – Profile Name
• Primary MeetingPlace Server – Select Meeting Place Server that was added

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CTI Gateway Server Configuration
• Go to Application – Unified Personal Communicator – CTI Gateway Server – Add
New
• Name – Hostname of Server running CTI Service (One of the CCM Server)
• IP Address – IP Address of Server running CTI Service Server
• Port – 2748
• Protocol Type – TCP
Add additional CTI Gateway Server if more than one CTI Server is available
CUPS Configuration for CUPC – CTI Gateway

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CUPS Configuration for CUPC – CTI Gateway
Profile
CTI Gateway Server Profile Configuration
• Go to Application – Unified Personal Communicator – CTI Gateway Server
Profile – Add New
• Name – Profile Name
• Primary CTI Gateway Server – Select Primary CTI Gateway server
• Backup CTI Gateway Server – Select Backup CTI Gateway Server if any
configured

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CUPS Configuration for CUPC – LDAP Server
LDAP Server Configuration
• Go to Application – Unified Personal
Communicator – LDAP Server – Add New
• Name – Hostname of LDAP Server
• IP Address – IP Address of LDAP Server
• Port – 389
• Protocol Type – TCP
* LDAP Server should be V3 compatible &
anonymous read access is sufficient
LDAP Server Configuration if
Global Catalogue server is used
for LDAP.
• Port – 3268
• Protocol Type – TCP
Please use the above Port and
Protocol type if Global Catalogue
server is used for LDAP.

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CUPS Configuration for CUPC – LDAP Profile
LDAP Profile Configuration
• Go to Application – Unified Personal
Communicator – LDAP Profile – Add
New
• Name – Profile Name
• Distinguished Name, Configuration
Name and PWD – Fill any Value
• Distinguished Name – Enter user-id
with read access to LDAP.
• Password – Enter Password.
• Un-Check Anonymous Bind
• Set search Context – Set O and OU,
OU should contain users. Example
show in the picture is for AD.
• Primary LDAP Server – Select LDAP
Server that was added.

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• THE END