Call Park

When you park a call, Callmanager will search the available Park numbers configured on the server that is processing the calls and will also look up the partitions that are available in the CSS of the phone and will pick the first available part number that is defined in a partition that is reachable by the phone.

When you go to another phone to retrieve the parked call, Callmanager will search for the parked call by using the CSS of the device.

This can create an issue if you create same park numbers in different partitions in different servers. It is recommended to give different park number ranges for different servers.

Call Pickup group

Make sure the call pickup group numbers does not overlap with the exiting dial plan

Call Pickup features include Pickup, GPickup, and OPickup:

•Pickup allows you to answer a call that is ringing on another phone within your “group” (a collection of extensions that your system administrator defines).

•GPickup allows you to answer a call ringing on a phone in another group.

•OPickup allows you to answer a call ringing on a phone in another group that is associated with your group

Cisco Extended Functions – redundancy

When multiple Cisco Extended Functions are active within a Cisco CallManager cluster, the redundancy manager uses an algorithm to determine which Cisco Extended Functions service is active and which is the backup CEF. The Redundancy Manager uses the lowest IP address of the server that is running the CEF service as the active servicne. The remaining CEF services serve as backup services.

CCM password change utilities

1. AdminUtility

C:\Program Files\Cisco\Bin

Used to change service account passwords.

CCMService, CCMServiceRW, SQLSvc, CCMCDR,CCMUserf

2. CCMPwdchanger

C:\dcdsrvr\bin

Used to change the password for admin user accounts. Directory Manager,  CCMAdministrator, CCMSysUser, IPMASysUser

How to send calls to the voicemail of AC hunt pilot number?

Set the Cisco Telephony Call Dispatcher Service Parameter
Reset Original Called Party on Redirect to FALSE

IPMA wizard gotchas – CM 4.x

IPMA wizard doesnt create Translation patterns for you. You dont need TP's any more because the CFNA Int/Ext for the route point is set to the route point number itself. For ex; for route point 1XXX, the CFNA is set to 1XXX with CSS of CSS-M-E. This will take care of routing calls to manager in case IPMA service is unavailable

How to stop and start IPMA service

Logon to Tomcat manager using this link.

http://<IPMA server>/manager/list

Login using adminsitrator username and password for Callmanager.

Stop and start the appropriate service needed (EM or IPMA)

THings to remember about IPMA

For an intercom line, remember to set the auto answer setting to speakerphone.

On the gateways and trunks, set the CSS to CSS_I_E so that when a call comes from PSTN to the manager, IPMA partition is matched and calls are intercepted by IPMA

Alternate method to generate encrypted password for ACServer

* Go to C:\Program Files\Cisco\CallmanagerAttendant\bin and use acenc.exe to create the encrypted password.

* Paste the encrypted password in ACServer.properties file. When you change the ACServer.properties file, change it in both subscriber and publisher.

* Restart TCD and CTI manager service.

PAB and Fast dials

How to find a link to configuring PAB and fastdials from Univercd.

1 .go to http://www.cisco.com/univercd/

2. Browse to Voice/Telephony – Cisco Callmanager – CCM 3.2 – System Administration – Personal Directory.

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_2/sys_ad/3_2_1/ccmcfg/b09pd.htm

PreDial digits will be used only when the number you specify in the Personal directory has more than 7 digits. 

You can enter personal address book entires from CCMUser page 

Callmanager Attendant Console

To setup attendant console

a. Create pilot point say ACPilot with number specified, Select algorithm as Longest idle or First available

b. Create hunt group with specified members (directory numbers).

c. Create ac user and associate pilot point with ac user. ac user default password is 12345. pin = 12345.
To change ac user password from default to cisco (say), use c:\dcdsvr\bin\Passwordutils.exe  cisco (Run the above command from that folder in command line. Copy the encrypted password text you get as output.

d.  Open c:\program files\Cisco\CallmanagerAttendant\bin\ACserver.properties file and change the following

# Propery file that server uses.

#Jtapi Username
JTAPI_USERNAME=ac

#Jtapi Password
JTAPI_PASSWORD=0c0a000a2c

e. To change hunt mechanism to Circular,

In ACserver.properties file, change the following.
# Specify comma seperated pilot point device names for which
# circular hunting algorithm is used. This will override
# what is configured in the admin pages.
CIRCULAR_HUNTING_PILOT=ACPilot
e. Restart TCD service.

CDR

How to define the maximum number of entries in the CDR database?

Service Parameters > Cisco Database Layer Monitor > Max CDR Records

Changing Corporate Directory label in IP Phones

Change the field

dictionary.lblCorporateDirectory = "Corporate Directory"

C:\CiscoWebs\IPPhoneServices\CCMCIP\locales\english_united_states\ccmcipdictionary.asp

Callmanager – Call forward table

Call forward information is stored in "NumPlan" table

Attendant Console – Call queuing

You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box.

You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco TCD routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco TCD drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco TCD keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.

CDR – How to recreate the CDR Database?

1. Go to Enterprise Manager, Tools, SQL Server Query Analyzer (make sure you are running Query Analyzer from the right database server).

2. Open file, load from C:\Program Files\Cisco\Bin\CDR.sql and hit play button.
This should create CDR database.

3. Go to SQL Enterprise Manager, highlight CDR – Users, right click and select New Database User.

4. On Login name pulldown menu, select CiscoCCMCDR (only if CiscoCCMCDR not already there) and make sure public and db_owner box is check.

5. Restart Callmanager server.

6. Make sure CDREnabled is checked.

Start –> Programs –> Cisco CallManager –> Service –> Service parameters
–> Choose your callmanager –> under "service" select "Cisco CallManager" –> at
the displayed page, scroll down to "System" –> CDR Enabled Flag –> set this
parameter to "True" –> click on "update".

7. Please make sure that the "Cisco CDR Insert" service is running in Publisher, check CAR service also.

8 . Make sure that Cisco Database Layer Monitor service is running in all Callmanager. If
it's running, re-start the Cisco Database Layer Monitor service and see if you get replication between the Pub/Sub.

Start –> Programs –> Administrative tools –> Services –> scroll down to
"Cisco Database Layer Monitor" –> select this Service –> stop this service using the buttons at the top of this page –> click on the button "start service.

EM and Call restrictions

When setting up EM, do not add partitions for route patterns that are location specific (like 911 or local calls) to the CSS at the EM Device profile. Add the partitions for location specific route patterns to the CSS at the device level.

Attendant Console – Partition issue

Attendant console is not partition aware on 3.3 and 4.1. So if you have overlapping extensions on different partitions, those lines would be grayed out in the attendant console.

This behavior has been modified in CCM 4.2 and 5.0.

Attendant Console – Service parameters

Allow Routing with Unknown LineState : When this parameter is set to true the calls get routed to a line in the hunt group even if the line state is unknown.
This is a required field.
Default: false.

#### If the phone is not registered, the phones linestate is unknown. AC under default settings, do not route calls if linestate is unknown.
Directory Sync Period : Specify how often you want to do the Directory Synchronization – in hours; 0 means no Directory Synchronization will be done.
This is a required field.
Default: 3. ##### This is the frequency at which sync b/n LSAP directory and attendant console server happens. Unit: hr. Minimum: 0. Maximum: 720. ### Below two parameters are kind of contradictory.

Keep Original CalledParty If Forwarded : If this is set to true, the OriginalCalledParty will not be reset during the redirect if the call is forwarded to Pilot Point.
This is a required field.
Default: true.
Reset Original Called : If the flag is set, it will reset the originalCalledParty during redirect. It can be overwritten by Keep Original CalledParty If Forwarded if call was forwarded to the Pilot Point.
This is a required field.
Default: true

The Original called party will be reset only in the following condition:

Keep Original CalledParty If Forwarded is False and Reset Original Called is True

Attendant Console

Install Attendant console software from Plugins page. 

 a. Configure ac user.

Username has to be exactly “ac”.

Password has to be exactly “12345” (doesnt matter what pin you use)

b. Configure a pilot point. Select algorithm (first available or longest idle)

c. Configure Hunt group, select a pre-defined pilot point and add members to the hunt group.

d. Associate the pilot point and the phone that attendant console is controlling to “ac” user.

e. Create an attendant console user (username and password). This is used to log into attendant console software.

e. Stop and Start TCD service.

Default algorithms for Load balancing

a. First available member – If the first member is busy, it will hunt to next member.

b. Longest idle – call will be routed to that member who has been idle for longest time.

c. Circular hunt – Set the ACServer.properties file in Cisco callmanager to implement Circular hunting.

 

How to set up Circular Hunt.

Go to C:\Program Files\Cisco\CallmanagerAttendant\etc\ACServer.properties , Open this file in notepad. Contents look like this.

 # Propery file that server uses.

#Jtapi Username
JTAPI_USERNAME=ac

#Jtapi Password
JTAPI_PASSWORD=5e51405d76 (###This password is encrypted, can be cracked using passwordutils.exe from command line. This translates to “12345”)

#Database Access Username
DB_USERNAME=

#Database Access Encrypted Password
DB_PASSWORD=

# Attribute to use for department field in case it is not one of
# the standard ones. The default for DCD & Netscape directories
# is departmentNumber. For Active directory it is ‘department’.
#
# However, if you integrate with a corporate directory and
# use a different attribute to store the department information
# then populate that attribute name here.

DEPARTMENT_ATTRIBUTE=
# Directory paging size to use when generating user lists.
# It default to 500 (1000 being the Active Directories
# default search result size limit).
#
# However, if you integrate with a corporate directory and
# it has an explicit paging size set at less than 500, then
# change the following value to something little smaller than it.

LDAP_PAGING_SIZE=

# Specify comma seperated pilot point device names for which
# circular hunting algorithm is used. This will override
# what is configured in the admin pages.
CIRCULAR_HUNTING_PILOT=ACPilot (### Give the name of the Hunt group Pilot here. This setting overrides the algorithm configured in the pilot configuration page)

 

Extension mobility

By default EM multiple login is not allowed. Enable this in EM service parameters.

a. Create an IP Phone service for EM

 http://##cmipaddress##/emapp/EMAppServlet?device=#DEVICENAME#

Logout and Login services uses same URL.

b. create a UDP (give it same number as user's phone). Subscribe to Logout EM service.

b. create a username. Associate UDP to the user.

c. enable EM on phone. Select logout settings as current settings on phone

d. Subscribe login service on the phone