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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 Connection Cisco 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 UnityC Cisco 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

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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

Set 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

CCM UCCX

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/IPAgentInitial.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