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Cisco CallManager
Extended Services
Administrator’s Guide
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 526-4100
Customer Order Number: DOC-7812959=
Text Part Number: 78-12959-01
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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE
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CON TENTS Preface ix Audience ix Organization x Related Documentation xi Conventions xi Obtaining Documentation xiii World Wide Web xiii Documentation CD-ROM xiii Ordering Documentation xiv Documentation Feedback xiv Obtaining Technical Assistance xv Cisco.com xv Technical Assistance Center xv Contacting TAC by Using the Cisco TAC Website xvi Contacting TAC by Telephone xvi Understanding Cisco CallManager Extended Services 1-1 Cisco CallManager Extension Mobility Overview 1-2 Login Service 1-2 L
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Contents Installing Cisco CallManager Extended Services 2-1 Before You Install 2-1 Hardware Requirements 2-2 Software Requirements 2-2 Installing Cisco CallManager Extended Services 2-3 Downloading and Installing Cisco CallManager Extended Services from the Internet 2-3 Upgrading Cisco CallManager AutoAttendant or Re-installing Cisco CallManager Extended Services 2-6 Configuring Cisco CallManager Extension Mobility 3-1 Rules for Configuring Cisco CallManager Extension Mobility 3-1 Managing Dev
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Contents Configuring Cisco CallManager for Cisco CallManager Extension Mobility 3-19 Adding the Login Service 3-19 Adding the Logout Service 3-21 Setting the Service Parameters 3-23 Creating the Default Device Profile for a User 3-26 Associating a User Device Profile to a User for Cisco CallManager Extension Mobility 3-28 Configuring the Cisco IP Phones for Cisco CallManager Extension Mobility 3-30 Setting up Anonymous Access on IBM-340 platforms 3-34 Preparing the User for Cisco CallManager
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Contents Configuring Prompts 4-13 General Media Configuration 4-13 Recording the Welcome Prompt 4-14 Configuring the Welcome Prompt 4-15 Uploading a Spoken Name 4-16 Uploading a Batch of Spoken Names 4-17 Administering Cisco CallManager Extended Services 5-1 Managing the Cisco CRA Engine 5-1 Starting and Stopping the Cisco CRA Engine 5-2 Changing Engine Configuration 5-3 Setting Trace File Options 5-4 Configuring the Trace File 5-4 Setting Trace Level Options 5-5 Viewing Trace Files 5-7 Using Ci
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Contents Troubleshooting Cisco CallManager Extended Services 6-1 Clearing Problems with Cisco CallManager Extension Mobility 6-1 Clearing General Problems 6-2 Clearing Errors in Cisco CallManager Extension Mobility 6-2 Unknown Error from Service 6-2 Application Authentication Error 6-2 Device Does Not Allow Logon 6-3 Device Profile Does Not Exist 6-3 Directory Service Error 6-3 Proxy Not Allowed 6-3 Another User Logged In 6-3 No User Logged In 6-3 Null Name for Device 6-3 Login Server Connection
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Contents Cisco CallManager Extended Services Administrator’s Guide 78-12959-01 viii
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Preface The Cisco CallManager Extended Services Administrator’s Guide provides instructions for installing, configuring and administering Cisco CallManager Extended Services. This document will help you to: Understand Cisco CallManager Extended Services and how its applications work. Perform product installation. Perform initial configuration. Perform ongoing administration tasks. Troubleshoot problems with the applications. Audience The Cisco CallManager Extended Services Admin
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Organization Organization This guide is organized as follows: Chapter Title Description Chapter 1 Understanding A general overview of Cisco CallManager Cisco CallManager Extended Extended Services Services and the IP Telephony software suite. Chapter 2 Installing Sequenced procedures for the initial Cisco CallManager installation of Cisco CallManager Extended Services Extended Services. Chapter 3 Configuring Sequenced procedures for the initial Cisco CallManager configuration of Cisco CallM
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Related Documentation Related Documentation For information about Cisco CallManager, refer to the following documents: Cisco CallManager System Guide Cisco CallManager Administration Guide For information about Cisco Customer Response Applications, refer to the following documents: Getting Started with Cisco Customer Response Applications Cisco Customer Response Applications Administrator’s Guide Cisco Customer Response Applications Developer’s Guide Cisco Customer Response Applicat
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Conventions Convention Description italic screen font Arguments for which you supply values are in italic screen font. ^ The symbol ^ represents the key labeled Control—for example, the key combination ^D in a screen display means hold down the Control key while you press the D key. < > Nonprinting characters, such as passwords are in angle brackets. Notes use the following conventions: Note Means reader take note. Notes contain helpful suggestions or references to material not covered in
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Obtaining Documentation Warnings use the following conventions: Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents. Obtaining Documentation The following sections provide sources for obtaining documentation from Cisco Systems. World Wide Web You can access the most current Cisco Syste
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Obtaining Documentation Ordering Documentation Cisco Systems documentation is available in the following ways: Registered Cisco Direct Customers can order Cisco Product documentation from the Networking Products MarketPlace: http://www.cisco.com/cgi-bin/order/order_root.pl Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store: http://www.cisco.com/go/subscription Nonregistered CCO users can order documentation through a local account represe
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Obtaining Technical Assistance Obtaining Technical Assistance Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools. For Cisco.com registered users, additional troubleshooting tools are available from the TAC website. Cisco.com Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information
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Obtaining Technical Assistance Contacting TAC by Using the Cisco TAC Website If you have a priority level 3 (P3) or priority level 4 (P4) problem, contact TAC by going to the TAC website: http://www.cisco.com/tac P3 and P4 level problems are defined as follows: P3—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue. P4—You need information or assistance on Cisco product capabilities, product installation, or basic produ
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CH APTER 1 Understanding Cisco CallManager Extended Services Cisco CallManager Extended Services bring valuable IP telephony capabilities to a Cisco CallManager deployment. These new extended services significantly differentiate Cisco’s IP Telephony solution from features provided with traditional PBX systems. Cisco CallManager Extended Services consist of two features: Cisco CallManager Extension Mobility and Cisco CallManager AutoAttendant. Use this document if you are running Cisco Call
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Chapter 1 Understanding Cisco CallManager Extended Services Cisco CallManager Extension Mobility Overview This section provides an introduction to Cisco CallManager Extended Services: Cisco CallManager Extension Mobility Overview, page 1-2 Cisco CallManager AutoAttendant Overview, page 1-4 Components of Cisco CallManager Extended Services, page 1-6 Cisco CallManager Extension Mobility Overview The Cisco CallManager Extension Mobility feature allows users within a Cisco CallManager cluster
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Chapter 1 Understanding Cisco CallManager Extended Services Cisco CallManager Extension Mobility Overview Logout Service The user logs out by pressing the Services button and selecting logout. After the user logs out, Cisco CallManager sends the original user profile to the phone and restarts the phone. Figure 1-1 Cisco CallManager Extension Mobility Architecture IP XML/HTTP Login Application XML/HTTP Login Service LDAP DBL JTAPI/ Cisco IP Enterprise TAPI Telephony database Directory CTI Call
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Chapter 1 Understanding Cisco CallManager Extended Services Cisco CallManager AutoAttendant Overview Cisco CallManager AutoAttendant Overview The Cisco CallManager AutoAttendant (Cisco CallManager AA), illustrated in Figure 1-2, works with Cisco CallManager to receive calls on specific telephone extensions and to allow callers to select appropriate extensions. Figure 1-2 Using Cisco CallManager AA Windows 2000 Server Voice Internet Information Server Gateway Cisco PSTN CallManager Cisco Call
