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Cisco CallManager Features and Services Guide, Release 4.0(1)
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Index
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Preface
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Cisco CallManager Extension Mobility
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Cisco IP Manager Assistant With Proxy Line Support
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Cisco IP Manager Assistant With Shared Line Support
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Cisco Call Back
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Music On Hold
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Cisco CallManager AutoAttendant
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Barge and Privacy
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Call Park
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Immediate Divert
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Malicious Call Identification
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Multilevel Precedence and Preemption
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Custom Phone Rings
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Cisco WebDialer
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Troubleshooting Features and Services
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Feedback
Table Of Contents
System Requirements for Cisco WebDialer
Installing and Activating Cisco WebDialer
Upgrading Cisco WebDialer to Release 4.0(1) from Release 3.3(3)
Cisco WebDialer Configuration Checklist
Configuring the Webdialer Servlet
Setting Service Parameters for the Webdialer Servlet
Configuring the Redirector Servlet (Optional)
Configuring Application Dial Rules (Optional)
Creating a Proxy User (Optional)
Where to Find More Information
Cisco WebDialer
Cisco WebDialer, used in conjunction with Cisco CallManager, allows Cisco IP Phone users to make calls from web and desktop applications.
This chapter provides the following information about Cisco WebDialer:
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System Requirements for Cisco WebDialer
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Introducing Cisco WebDialer
Cisco WebDialer, which is installed on a Cisco CallManager server and used in conjunction with Cisco CallManager, allows Cisco IP Phone users to make calls from web and desktop applications. For example, Cisco WebDialer uses hyperlinked telephone numbers in a company directory to allow users to make calls from a web page by clicking on the telephone number of the person that they are trying to call.
Cisco WebDialer includes two main components: the Webdialer and Redirector servlets.
Webdialer Servlet
The Webdialer servlet, a Java servlet, allows Cisco CallManager users in a specific cluster to make and end calls, as well as to access their phone and line configuration.
An application can interact with the Webdialer servlet through two interfaces:
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Redirector Servlet
The Redirector servlet, a Java based Tomcat servlet, finds the Cisco CallManager cluster for a request that a Cisco WebDialer user makes. It redirects that request to the specific Cisco WebDialer server that is located in that user's Cisco CallManager cluster. Availability of the Redirector servlet occurs only for multicluster applications and only for applications that are developed by using HTML over HTTP interfaces.
Figure 13-1 illustrates how a Redirector servlet redirects a call in a multicluster environment.
Figure 13-1 Multiple Clusters
Example of Cisco WebDialer Using the Redirector Servlet
For example, consider three clusters, each one in a single city such as San Jose (SJ-CM), Dallas (D-CM), and New York (NY-CM). Each cluster contains three Cisco CallManager servers with Webdialer servlets that have been configured for Cisco CallManager servers SJ-CM1, D-CM2, and NY-CM3.
The system administrator configures the Webdialer servlets on any of the Cisco CallManager servers by entering the IP address of that specific Cisco CallManager server in the List of WebDialers service parameter (see the "Setting Service Parameters for the Webdialer Servlet" section). For information on configuring Webdialer and Redirector servlets, refer to the "Configuring the Webdialer Servlet" section and the "Configuring the Redirector Servlet (Optional)" section.
When a user who is located in San Jose clicks on a telephone number in the corporate directory search window that is enabled by Cisco WebDialer, the following actions happen:
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For a repeat request, the Redirector servlet reads the IP address of the Cisco WebDialer server that previously serviced the client and sends a isClusterUser HTTP request only to that server.
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Figure 13-1 illustrates how this request is sent to the Webdialer servlets that have been configured for SJ-CM1, D-CM2, and NY-CM3. Depending on the geographical location of the calling party, the Webdialer servlet from the cluster that represents that location responds positively to the Redirector servlet. The remaining Webdialer servlets that were contacted return a negative response. The Webdialer servlet SJ-CM1 responds positively to the request because the calling party is located in San Jose (SJ-CM).
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Redundancy
Because redundancy is important for applications running in a multicluster environment, this section describes one method to achieve that redundancy.
If a single Redirector servlet is supporting multiple WebDialers in a multicluster environment, it provides a single point of failure. For example, in Figure 13-1, a Redirector servlet runs on the San Jose cluster and also services the New York and Dallas clusters. If this Redirector servlet fails to run on the San Jose cluster, the users who are serviced by all three clusters cannot use Cisco WebDialer.
To avoid this single point of failure, configure Redirector servlets for each cluster. If the directory search window points to a URL such as http://SanJoseCluster.company.com/webdialer/Redirector, change that URL to a virtual link such as http://webdialer-service.company.com/webdialer/Redirector. This virtual link points to a virtual machine that is using a Cisco DistributedDirector. All the Redirector servlets operate behind this virtual link.
For more information on installing and configuring Cisco DistributedDirector, refer to the suite of documents for Cisco DistributedDirector.
System Requirements for Cisco WebDialer
Cisco WebDialer requires the following software components:
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The following phones support Cisco WebDialer:
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To configure your company directory search window for Cisco WebDialer or the Cisco CallManager directory search window, you must
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For documentation on installing and configuring Cisco CallManager, refer to the "Where to Find More Information" section.
Interactions and Restrictions
The following sections describe the interactions and restrictions for Cisco WebDialer:
Interactions
Cisco WebDialer uses the Cisco Tomcat Service that hosts the Cisco CallManager Extension Mobility and Cisco IP Manager Assistant (IPMA) features.
Restrictions
Cisco WebDialer only supports Skinny Client Control Protocol (SCCP) based phones that Cisco Computer Telephony Integration (CTI) supports.
Installing and Activating Cisco WebDialer
Cisco WebDialer automatically installs on the server on which you installed Cisco CallManager.
Perform the following procedure to activate Cisco WebDialer on the Cisco CallManager server.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Note
Upgrading Cisco WebDialer to Release 4.0(1) from Release 3.3(3)
To upgrade the 3.3(3) release of Cisco WebDialer to the 4.0(1) release, perform the following procedure.
Procedure
Step 1
Step 2
Step 3
Configuring Cisco WebDialer
This section contains the following information:
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Cisco WebDialer Configuration Checklist
Table 13-1 provides a configuration checklist for Cisco WebDialer.
Configuring the Webdialer Servlet
To configure the Webdialer servlet
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Setting Service Parameters for the Webdialer Servlet
Cisco CallManager provides the following service parameters for the Webdialer Servlet:
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Ensure that each IP address is separated by a space. Ensure that only one WebDialer servlet per cluster is enabled. If more than one WebDialer servlet per cluster is enabled, a drop-down menu on the computer screen displays when the user clicks on the telephone number of the person that user wants to call.
This drop-down menu contains the different locations where the calling party (end user making the call) is located. The end user chooses the appropriate location and proceeds to make the call.
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The default IP address of the CTI Manager specifies 127.0.0.1, which is the local host server that is used to set up Cisco WebDialer.
The maximum length specifies 15 digits.
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The default value specifies 15 seconds, with a maximum value of 60 seconds and a minimum value of 10 seconds.
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A default value of 0 indicates that the login session is valid for an indefinite time, until Cisco Tomcat Service is restarted the next time.
The minimum length specifies 0 hours, and the maximum length specifies 168 hours.
Use the following procedure to initially set or modify existing service parameters for the Webdialer servlet.
Procedure
Step 1
Step 2
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Default values already exist for the parameters Primary Cisco CTIManager, Duration of End Call Dialog, and User SessionExpiry (InHours). Enter new values if required by your application.
The parameter Backup Cisco CTIManager does not have any default values assigned to it. Enter values for this parameter if your application requires a backup Cisco CTIManager.
Step 4
Configuring the Redirector Servlet (Optional)
Configure the Redirector servlet only if your applications require multiple clusters. For single-cluster applications, use the Cisco CallManager directory search window (directory.asp) that is bundled with Cisco CallManager.
Perform the following procedure to configure the Redirector servlet.
Procedure
Step 1
Step 2
Step 3
Step 4
Using directory.asp
For single-cluster applications, access Cisco WebDialer through the Cisco CallManager directory search window (directory.asp), which is bundled with Cisco CallManager and which you can access at the following URL:
http://<CallManager_server_on_which_Cisco WebDialer is configured>/CCMuser/directory.asp
You can also access Cisco WebDialer through customized directory search applications that can be developed by using Simple Object Access Protocol (SOAP) or HTML interfaces. For information on these interfaces, refer to the Cisco WebDialer API Reference Guide.
Configuring Application Dial Rules (Optional)
Ensure that the application dial rules are configured for multiple cluster applications of Cisco WebDialer. You do not need to configure these dial rules if you are using the Cisco CallManager directory search window (directory.asp) for single-cluster applications.
For information on configuring these application dial rules, refer to Adding a Dial Rule in the Cisco CallManager Administration Guide.
Creating a Proxy User (Optional)
Create a proxy user if you are using the makeCallProxy HTML over HTTP interface to develop an application for using Cisco WebDialer. For information on the makeCallProxy interface, refer to the makeCallProxy section in the Cisco WebDialer API Reference Guide.
You can enable authentication proxy rights for either an existing user or a new user.
Authentication Proxy Rights for Existing User
Perform the following procedure to enable authentication proxy rights for an existing user.
Procedure
Step 1
Step 2
A user information window that lists the Last Name, First Name, User ID, and Department of the user opens.
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A user configuration window displays for that user.
Step 4
The Extension Mobility window displays for that user.
Step 5
Step 6
Authentication Proxy Rights for New User
Perform the following procedure to enable authentication proxy rights for a new user.
Procedure
Step 1
Step 2
First Name; Last Name; User ID; User Password; Confirm Password; PIN; and Confirm PIN.
Step 3
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Step 5
Step 6
Troubleshooting
For information about troubleshooting tools, error messages, and how to recover from Cisco WebDialer problems, see "Troubleshooting Features and Services". For information about trace settings, see the "Trace Settings (optional)" section. For information about alarms and perfmon counters, see the "Alarms and Perfmon Counters" section.
Trace Settings (optional)
Perform the following procedure to enable debug traces for Cisco WebDialer.
Procedure
Step 1
Step 2
Step 3
The window displays the service names for the server that you chose.
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Step 5
Step 6
Note
Alarms and Perfmon Counters
Cisco WebDialer generates its own alarms and has its own perfmon counters. For more information on alarms and perfmon counters for Cisco WebDialer, refer to the Cisco CallManager Serviceability System Guide.
Where to Find More Information
This section lists documents and URLs that provide information on Cisco CallManager, Cisco IP Phones, and the technologies that are required to develop applications with Cisco WebDialer.
Related Topics
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Additional Cisco Documentation
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