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Cisco CallManager Features and Services Guide, Release 4.1(3)
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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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Client Matter Codes and Forced Authorization Codes
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Music On Hold
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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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Call Display Restrictions
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Quality Report Tool
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External Call Transfer Restrictions
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Cisco CallManager AutoAttendant
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Cisco CallManager Attendant Console
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Troubleshooting Features and Services
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Feedback
Table Of Contents
Cisco IP Manager Assistant With Proxy Line Support
Cisco IPMA Architecture Overview
Cisco IPMA Database and Directory Access Architecture
Manager Assistant Administration Interface
System Requirements for Cisco IPMA with Proxy Line Support
Multilevel Precedence and Preemption (MLPP)
Installing and Activating Cisco IPMA
Configuring Cisco IPMA with Proxy Line Support
Configuration Checklist for Cisco IPMA with Proxy Line Support
System Configuration with Proxy Line Support
Cisco IPMA Configuration Wizard
Calling Search Space and Partitions
Setting the Service Parameters for Cisco IPMA
Starting the Cisco IPMA Service
Cisco IP Phone Service Configuration
Manager and Assistant Phone Configuration
Nonmanager and Nonassistant Phones
Manager and Assistant Configuration
Configuring a Manager and Assigning an Assistant for Proxy Line Mode
Deleting Cisco IPMA Information for the Manager
Updating the Manager Cisco IPMA Configuration
Configuring Proxy and Incoming Intercom Lines for the Assistant
Deleting the Cisco IPMA Information for the Assistant
Updating the Assistant Cisco IPMA Configuration
Configuring the LDAPConfig.ini File for Corporate Directory Use
Providing Information to Cisco IPMA Managers and Assistants
Installing the Assistant Console Application
Where to Find More Information
Cisco IP Manager Assistant With Proxy Line Support
The Cisco IP Manager Assistant (Cisco IPMA) feature enables managers and their assistants to work together more effectively. Cisco IPMA supports two modes of operation: proxy line support and shared line support. The Cisco IPMA service supports both proxy line and shared line support simultaneously in a cluster. For information about Cisco IPMA with shared line support, see Cisco IP Manager Assistant With Shared Line Support.
The feature comprises a call-routing service, enhancements to phone capabilities for the manager and the assistant, and desktop interfaces that are primarily used by the assistant.
The service intercepts calls that are made to managers and routes them to selected assistants, to managers, or to other targets on the basis of preconfigured call filters. The manager can change the call routing dynamically; for example, by pressing a softkey on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.
Cisco CallManager users comprise managers and assistants. The routing service intercepts manager calls and routes them appropriately. An assistant user handles calls on behalf of a manager.
This chapter provides the following information about Cisco IPMA:
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System Requirements for Cisco IPMA with Proxy Line Support
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Introducing Cisco IPMA
The following sections provide information about the Cisco IPMA feature:
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Cisco IPMA Architecture Overview
The Cisco IPMA feature architecture comprises the Cisco IPMA service, the desktop interfaces, and the Cisco IP Phone interfaces. See Figure 2-1.
Cisco IPMA service routes calls that are presented to a CTI route point that is defined in the Cisco IP Manager Assistant service parameters. See the "Setting the Service Parameters for Cisco IPMA" section.
Related Topics
Figure 2-1 Cisco IPMA Architecture
Cisco IPMA Service
Cisco Tomcat loads the Cisco IPMA service, a servlet. Cisco Tomcat, an NT service, gets installed at Cisco CallManager installation.
The Cisco IPMA service gets installed on all Cisco CallManager servers in a cluster. When started, the IPMA service checks to see whether it is one of the IPMA servers that are configured in the clusterwide service parameter, Primary IPMA Server (Primary) IP Address. If it is, the IPMA service attempts to become the active Cisco IPMA service. Currently, a Cisco CallManager cluster supports only one active Cisco IPMA service.
The Cisco IPMA service performs the following tasks:
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Figure 2-2 Cisco IPMA Routing Logic for Proxy Line Support
Cisco IPMA provides support for redundancy. To achieve redundancy, you must configure a second Cisco IPMA service in the same cluster.
IPMA implements redundancy by using an active/standby server model. At any time, only one IPMA server remains active and servicing all desktop applications and phones. The other server stays in a standby mode and will detect failures on the active server. When it detects a failure, the backup server takes over and becomes the active server. All connections that were active get restored on the new server, and service continues uninterrupted to the users.
If the active server fails, the Assistant Console application fails over automatically to the backup server. The desktop heartbeat interval service parameter (see the "Setting the Service Parameters for Cisco IPMA" section) determines the time that the application takes to detect failure. A shorter desktop heartbeat interval leads to faster failover. See Figure 2-3.
Figure 2-3 Cisco IPMA Redundancy
The Cisco IPMA service includes built-in security to help prevent unauthorized access to its services. The user ID and password that are collected at the desktop get encrypted before they are sent over the network. The Assistant Console blocks nonauthorized users who are posing as assistants.
Desktop Interface
Cisco IPMA supports the following desktop interfaces for managers and assistants:
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Administrators use Cisco CallManager Administration, User Information windows, to configure Cisco IPMA parameters for managers and assistants. See "Manager Assistant Administration Interface" section.
Cisco CallManager makes all Cisco IPMA manager features available through the Cisco IP Phone, except manager configuration, which is available by using a desktop browser. Assistants use the Cisco IP Phone and a desktop application. See "Manager Interfaces" section and "Assistant Interfaces" section.
For more information about how to use the Cisco IPMA features, refer to the Cisco IP Manager Assistant User Guide.
Cisco IP Phone Interface
Assistants use softkeys to access the Cisco IPMA features, and managers use softkeys and the Cisco IP Phone Services button. For more information about how to use the Cisco IPMA Phone features, refer to the Cisco IP Manager Assistant User Guide.
See "Manager Interfaces" section and "Assistant Interfaces" section.
Cisco IPMA Database and Directory Access Architecture
The database stores all dynamic data (such as login status and selected assistant). Storing dynamic data in the database means that the backup service (in standby mode) can access state information and serve the phone from the state that it was in when the active server became inactive. The directory stores static data (such as configuration information for the manager and the assistant, divert destinations, and language).
When the manager or assistant logs in, the IPMA service retrieves all data that is related to the manager or assistant from the directory and database and stores it in memory.
Manager Interfaces
The manager phone makes all manager features available with the exception of Manager Configuration. Cisco IPMA automatically logs a manager into the IPMA service when the Cisco IPMA service starts.
The manager can change selected assistants by using the Cisco IP Phone Services button.
The manager accesses the Cisco IPMA features Assistant Watch, Do Not Disturb, Immediate Divert, Intercept Call, and Transfer to Voice Mail from the Cisco IP Phone softkeys.
The state of the features Assistant Watch, Do Not Disturb, Divert All Calls, and Filtering displays in the Status Window on the Cisco IP Phone.
You can enable filtering and choose filter mode by using the Cisco IP Phone Services button. Configuration of the filters occurs by using Manager Configuration. You can access the Manager Configuration on the desktop by using a web browser (see the "Manager Configuration" section).
Refer to the Cisco IP Manager Assistant User Guide for more information.
Assistant Interfaces
The assistant accesses the Cisco IPMA features by using the Assistant Console application and the Cisco IP Phone. The Assistant Console, a desktop application, provides call-control functions such as answer, divert, transfer, and hold. The assistant uses the Assistant Console to log on and log off, to set up assistant preferences, and to display the manager configuration window that is used to configure manager preferences.
The Assistant Console displays the assistant lines and the manager proxy lines. A proxy line specifies a phone line that appears on the assistant Cisco IP Phone. Assistants use the proxy lines to manage calls that are intended for a manager. For more information on setting up proxy lines, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.
You can access Intercom and Distinctive Ringing on the assistant Cisco IP Phone. When the assistant logs in from the Assistant Console, the softkeys Immediate Divert and Transfer to Voice Mail become active for the proxy lines. Refer to the Cisco IP Manager Assistant User Guide for more information.
Softkeys
The Cisco IPMA feature supports softkeys such as Immediate Divert, Transfer to Voice Mail, and Do Not Disturb on the Cisco IP Phone. Softkeys appear in their appropriate call state; for example, Transfer to Voice Mail does not appear if no active calls exist.
Cisco IPMA supports the following softkey templates:
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Additionally, the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. The administrator configures the appropriate softkey template for the devices that managers and assistants use.
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Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco CallManager. Use Softkey Template configuration in Cisco CallManager Administration to associate softkey templates with Cisco IPMA devices and to create custom softkey templates. See Softkey Template Configuration in the Cisco CallManager Administration Guide.
Manager Assistant Administration Interface
The administrator uses the User menu options of Cisco CallManager Administration to configure the manager and assistant. The administrator chooses the device for the manager and assistant, chooses an incoming intercom line for the manager and assistant, and assigns a proxy line for a manager on the assistant phone.
See the "Manager and Assistant Configuration" section.
System Requirements for Cisco IPMA with Proxy Line Support
Cisco IPMA with proxy line support requires the following software components to operate:
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The following phones support Cisco IPMA:
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Note
Because Cisco IPMA is installed automatically on the same server with Cisco CallManager, you do not require an additional server.
Interactions and Restrictions
The following sections describe the interactions and restrictions for Cisco IPMA with proxy line support.
Interactions
The following sections describe how Cisco IPMA with proxy line support interacts with Cisco CallManager applications and call processing:
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Bulk Administration Tool
The administrator can use the Bulk Administration Tool (BAT) to add many users (managers and assistants) at once instead of adding users individually. Refer to the Bulk Administration Tool User Guide for Cisco CallManager for more information.
Related Topics
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Extension Mobility
A manager who uses the Cisco CallManager Extension Mobility feature can simultaneously use Cisco IPMA. The manager logs into the Cisco IP Phone by using Extension Mobility and then chooses the Cisco IPMA service. When the IPMA service starts, the manager can access assistants and all IPMA features (such as call filtering and Do Not Disturb).
To have access to Cisco CallManager Extension Mobility with IPMA, the administrator checks the Mobile Manager check box in the User Information for Cisco IPMA window in Cisco CallManager Administration. See the "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section. For more information about configuring device profiles, see Adding a New User Device Profile in the Cisco CallManager Administration Guide. For more information about Cisco CallManager Extension Mobility, see "Cisco CallManager Extension Mobility."
Reporting Tools
Cisco IPMA provides statistical information in the CDR Analysis and Reporting (CAR) tool and provides a summary of changes to configurations in a change log. The following sections describe these reporting tools.
CDR Analysis and Reporting
Cisco IPMA supports call-completion statistics for managers and assistants and inventory reporting for managers and assistants. The CDR Analysis and Reporting (CAR) tool supports call-completion statistics. Cisco CallManager Serviceability supports inventory reporting. Refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide for more information.
IPMAChangeLog.txt
The administrator can view a summary of changes that are made to the Manager or Assistant Configurations. A manager can change defaults by accessing the Manager Configuration from a URL.
An assistant can change the manager defaults from the Assistant Console.
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When changes are made, the information gets sent to a log file that is called IPMAChangeLog.txt. The log file resides on the server that runs the IPMA service at the following location:
c:\Program Files\Cisco\Trace\IPMA\IPMAChangeLog.txt
The administrator can change the name of this log file.
The log file contains the following fields:
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Because the information in the log file is comma delimited, the administrator can open the log file by using a spreadsheet application such as Microsoft Excel. Use the following procedure to save the log file contents to the Microsoft Excel application.
Procedure
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Multilevel Precedence and Preemption (MLPP)
The following points describe the interactions between Cisco IPMA with proxy line support and MLPP:
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Time-of-Day Routing
Time-of-Day routing routes calls to different locations based on the time that the call gets made; for example, during business hours, calls get routed to a manager office, and after hours, the calls go directly to voice mail.
Partitions specify the time schedule and time zone that Time-of-Day routing uses. IPMA partitions and partitions in IPMA calling search spaces support Time-of-Day routing.
For more information about Time-of-Day routing, see Time-of-Day Routing in the Cisco CallManager System Guide.
Restrictions
The following restrictions apply to Cisco IPMA:
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Installing and Activating Cisco IPMA
Cisco Tomcat loads the Cisco IPMA, a servlet. Cisco Tomcat, an NT service, gets installed and started at Cisco CallManager installation. For more information, see the "Cisco IPMA Service" section.
The administrator performs three steps after installation to make Cisco IPMA available for system use:
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Configuring Cisco IPMA with Proxy Line Support
For successful configuration of Cisco IPMA, review the steps in the configuration checklist, perform the system, user, and device configuration requirements, and configure the managers and assistants.
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The following sections provide configuration information:
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Configuration Checklist for Cisco IPMA with Proxy Line Support
Table 2-1 shows the logical steps for configuring the Cisco IP Manager Assistant feature in Cisco CallManager.
Before You Begin
The information in the checklist assumes that you have already configured the phones and the users and have associated the devices to the users. Refer to Adding a User, Associating Devices to a User, and Adding a Phone in the Cisco CallManager Administration Guide.
Table 2-1 Cisco IP Manager Assistant Configuration Checklist with Proxy Line Support
Step 1
Using the Cisco CallManager Serviceability tool, Service Activation, activate Cisco IP Manager Assistant service.
Cisco CallManager Serviceability Administration Guide
Step 2
Configure system administration parameters:
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TipCalling Search Space and Partitions
Adding a Partition, Cisco CallManager Administration Guide
Adding a Calling Search Space, Cisco CallManager Administration Guide
Adding a CTI Route Point, Cisco CallManager Administration Guide
Cisco IPMA Configuration Wizard
Setting the Service Parameters for Cisco IPMA
Service Parameters Configuration, Cisco CallManager Administration Guide
Step 3
Using the Tomcat Manager window, stop and start the Cisco IPMA service.
Step 4
Configure phone parameters:
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Cisco IP Phone Service Configuration
Adding a Cisco IP Phone Service, Cisco CallManager Administration Guide
Adding Phone Button Templates, Cisco CallManager Administration Guide
Step 5
Configure manager and assistant Cisco IP Phone parameters:
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Configuring Cisco IP Phones, Cisco CallManager Administration Guide
Step 6
Configure manager phone settings:
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TipManager and Assistant Phone Configuration
Finding a Phone, Cisco CallManager Administration Guide
Updating a Phone, Cisco CallManager Administration Guide
Adding a Directory Number, Cisco CallManager Administration Guide
Updating a Directory Number, Cisco CallManager Administration Guide
Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide
Cisco IP Phone Service Configuration
Configuring Cisco IP Phone Services, Cisco CallManager Administration Guide
Resetting a Phone, Cisco CallManager Administration Guide
Step 7
Configure assistant phone settings:
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TipManager and Assistant Phone Configuration
Finding a Phone, Cisco CallManager Administration Guide
Updating a Phone, Cisco CallManager Administration Guide
Adding a Directory Number, Cisco CallManager Administration Guide
Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide
Resetting a Phone, Cisco CallManager Administration Guide
Step 8
Configure Cisco IP Manager Assistant application:
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Configuring a Manager and Assigning an Assistant for Proxy Line Mode
Deleting Cisco IPMA Information for the Manager
Configuring Proxy and Incoming Intercom Lines for the Assistant
Step 9
Configure the dial rules for the assistant.
Step 10
If the assistant will be using the corporate directory for placing calls, configure the LDAPConfig.ini file.
Configuring the LDAPConfig.ini File for Corporate Directory Use
Step 11
Install the Assistant Console application.
Step 12
Configure the manager and assistant desktop applications.
Cisco IP Manager Assistant User Guide
System Configuration with Proxy Line Support
Because the Cisco IPMA service intercepts calls that are made to managers who are using proxy line mode, it requires configuration of partitions, calling search spaces, and route points. For more information on configuring Cisco IPMA, see the "Configuration Checklist for Cisco IPMA with Proxy Line Support" section.
You must perform the following configurations before you configure devices and users for Cisco IPMA:
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Cisco IPMA provides a one-time-use configuration wizard that helps the administrator configure partitions, calling search spaces, a route point, and the IPMA phone service. The Cisco IPMA Configuration Wizard also creates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section. For more information on the Cisco IPMA Configuration Wizard, see the "Cisco IPMA Configuration Wizard" section.
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Cisco IPMA Configuration Wizard
With the Cisco IPMA Configuration Wizard, IPMA configuration takes less time and eliminates errors. The partitions, calling search spaces, and route point automatically get created when the administrator successfully runs and completes the configuration wizard. The wizard also creates BAT templates for the IPMA manager phone, the IPMA assistant phone, and all other user phones. The administrator can use the BAT templates to configure the managers, assistants, and all other users. Refer to the Bulk Administration Tool User Guide.
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The Cisco IPMA Configuration Wizard provides windows for each configuration parameter. The windows provide the administrator with preconfigured information. If the administrator prefers to use other configuration information (for example, partition names), the administrator can change the preconfigured information to the appropriate information.
Perform the following procedure to configure the Cisco IPMA system parameters by using the Cisco IPMA Configuration Wizard.
Before You Begin
Ensure that the configuration wizard runs from the same server (the Cisco CallManager publisher server) as the Bulk Administration Tool (BAT).
Procedure
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The Cisco IPMA Configuration Wizard start window displays and provides a description of the configuration wizard process.
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The Partition for Managers window displays.
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The Partition for IPMA window displays.
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The Partition for All Users window displays.
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The Manager Calling Search Space window displays.
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The Available Partitions and Selected Partitions boxes under the Available Route Partitions for This Calling Search Space automatically list Partitions for the Manager Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.
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The IPMA Calling Search Space window displays.
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The Available Partitions and Selected Partitions boxes under the Additional Route Partitions for This Calling Search Space automatically list Partitions for the IPMA Calling Search Space. If the defaults that are provided are not wanted, the administrator can choose the applicable partition from the Available Partitions box. Use the up and down arrows to move partitions from one box to the other.
Step 12
If you have existing calling search spaces that are configured in the system, the Existing Calling Search Spaces window displays; otherwise, the Existing Calling Search Spaces window does not display (proceed to Step 13).
Cisco IPMA requires that existing calling search spaces add the prefix Generated_IPMA and Generated_IPMA_Everyone partitions. The Available and Selected Partitions boxes under the Calling Search Spaces Configured with IPMA Partitions automatically list these partitions. Use the up and down arrows to move partitions from one box to the other.
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The IPMA CTI Route Point window displays.
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The IPMA Phone Service window displays.
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The Cisco IPMA Configuration Wizard summary page displays. It provides all the information that the administrator chose while using the configuration wizard. If the information is not correct, the administrator can cancel the configuration process or return to the previous configuration windows.
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Upon completion, a final status window displays. The window shows the success or failure of each part of the wizard.
Any errors that the configuration wizard generates get sent to the IPMAConfigWizard<year><month><day><hour><minute><second>.txt file that is located in c:\Program Files\Cisco\Trace\MA (for example, IPMAConfigWizard20020826095412.txt).
With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, a route point, and the IPMA phone service. The wizard populates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. Additionally, the wizard creates the IPMA manager phone template, the IPMA assistant phone template, and the Everyone phone template that BAT uses to configure phones for use with Cisco IPMA. Refer to the Bulk Administration Tool User Guide for information about configuring the manager and assistant devices.
Calling Search Space and Partitions
A Cisco IPMA route point intercepts calls for the managers and determines where to route them; therefore, all calls for the managers should flow through the route point first.
To accomplish the call flow, Cisco IPMA uses calling search spaces. Calls from lines that the Cisco IPMA service must route or act upon should have a calling search space that has the route point partition (you can call this partition IPMA) that is configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example.
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Example
A user (in Everyone partition) places a call to a manager primary line (in Manager partition). Because the partition for the originating call does not include the manager primary line, the manager line number gets searched through the calling search space. The order of priority of the partitions in the calling search space provides basis for the search. Because the user line has a calling search space that comprises IPMA and Everyone, the search for the manager primary line begins with the IPMA partition. Because the Cisco IPMA route point matches the manager primary number, the call gets presented to the route point. The Cisco IPMA service that is monitoring the route point gets the call and routes the call by using the manager settings.
All lines that have calls that should go through a route point should have a calling search space that is called IPMA and Everyone. Examples of lines that require this calling search space configuration include manager primary and private lines, assistant primary line, and all other user lines.
All lines that have calls that should go directly to the manager without having the routing logic applied on them should have a calling search space that is called Managers and Everyone. Examples of lines that require this calling search space configuration include Cisco IPMA route point and assistant proxy lines.
See Figure 2-4 for an example of the calling search space and partition configuration.
Figure 2-4 Cisco IPMA Calling Search Space and Partition Configuration Example for Proxy Line Support
Configuration Tips
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Cisco IPMA Route Point
You can have only one Cisco IPMA route point for each server. The directory numbers of Cisco IPMA route points must match the primary and private directory numbers of the manager; otherwise, the Cisco IPMA service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition.
Configuration Tips
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Setting the Service Parameters for Cisco IPMA
Service Parameters for the Cisco IPMA service comprise two categories: general and clusterwide. Specify clusterwide parameters once for all Cisco IPMA services. Specify general parameters for each Cisco IPMA service that is installed.
Set the Cisco IPMA service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco IPMA application resides and then choose the Cisco IP Manager Assistant service.
Cisco IPMA includes the following service parameters that must be configured:
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Cisco IPMA includes the following clusterwide parameters that must be configured if you want to use the IPMA automatic configuration for managers and assistants:
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Starting the Cisco IPMA Service
Cisco IPMA service runs as an application on Cisco Tomcat. To start or stop the Cisco IPMA service, log in to the Tomcat Manager window by using administrator privileges. The URL to the Tomcat Manager web page is
http://<IPMA server>/manager/list
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IPMA server specifies the IP address of the server that has the IPMA service running on it.
Cisco IP Phone Service Configuration
Add the Cisco IPMA service as a new Cisco IP Phone Service. Configure a name, description, and the URL for the Cisco IPMA service. The name and description that you enter should be in the local language because it displays on the manager Cisco IP Phone. For more information, see Cisco IP Phone Services Configuration.
Provide a URL by using the format
http://<server-ipaddress>/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#For example
http://123.45.67.89/ma/servlet/MAService?cmd=doPhoneService&Name=#DEVICENAME#Configuration Tips
To provide redundancy for the Cisco IP Phone Service, create a Cisco IP Phone Service that uses the host name rather than the IP address. The phone functionality for softkeys and filtering, as well as the phone service, will fail over automatically in the case of a failover.
Manager and Assistant Phone Configuration
You must configure devices for each IPMA manager and assistant. Before you begin, complete the following tasks, depending on the phone type.
Cisco IP Phone Model 7960 and Model 7970
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Cisco IP Phone Model 7940
You can use the Cisco IP Phone model 7940 for IPMA, but certain restrictions apply.
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After you complete these tasks, configure the phones as described in the following sections:
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Manager Phones
The following section describes the IPMA requirements and tips for configuring a manager phone.
Manager Phone Configuration
Configure the manager Cisco IP Phones with the following settings:
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You can automate some of these settings by choosing the Automatic Configuration check box on the User Information window when you configure the manager. Automatic Configuration sets the following items for the manager device or device profile:
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Before you can automatically configure a manager phone, you must set the Cisco IPMA service parameters in the IPMA Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for a manager line. You can enter these parameters manually, or you can populate the parameters by using the Cisco IPMA Configuration Wizard. For more information about these parameters, see the "Setting the Service Parameters for Cisco IPMA" section. For more information on the Cisco IPMA Configuration Wizard, see the "Cisco IPMA Configuration Wizard" section.
After you enter the appropriate service parameters, you can automatically configure a manager phone by choosing the Automatic Configuration check box on the User Information window and clicking Update. For step-by-step instructions, see the "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section.
Configuration Tips for Manager
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IPMA supports the Cisco IP Phone Model 7940. For more information, see the "Cisco IP Phone Model 7940" section.
Assistant Phones
The following section describes the IPMA requirements for configuring an assistant phone and provides tips on configuring an assistant phone.
Assistant Phone Configuration
Configure the assistant Cisco IP Phones with the following settings:
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You can automate some of these settings by choosing the Automatic Configuration check box on the User Information window when you configure the assistant. Automatic Configuration sets the following items for the assistant device or device profile:
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Before you can automatically configure an assistant phone, you must set the Cisco IPMA service parameters in the Device Configuration Defaults section. These parameters specify information such as which partition and calling search space to use for assistant proxy and intercom lines. You can enter these parameters manually, or you can populate the parameters by using the Cisco IPMA Configuration Wizard. For more information about these parameters, see the "Setting the Service Parameters for Cisco IPMA" section. For more information on the Cisco IPMA Configuration Wizard, see the "Cisco IPMA Configuration Wizard" section.
After you have entered the appropriate service parameters, you can automatically configure an assistant phone by choosing the Automatic Configuration check box on the User Information window. For step-by-step instructions, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.
Automatic configuration allows you to create a proxy line automatically (with the required calling search space and partition information) on the assistant phone. The autogenerated proxy numbers get generated from the values that you enter for the Proxy Directory Number Range and Proxy Directory Number Prefix service parameters as described in the "Setting the Service Parameters for Cisco IPMA" section.
Autogenerated numbers appear along with lines on the assistant device in the Proxy Line drop-down list box on the User Information window when you configure the assistant. "Line" appears before existing lines on the assistant phone. "Auto" appears before each autogenerated number until the system adds that proxy line to an assistant phone. The system sets the calling search space and partition for the proxy line and the intercom line, if any, on the basis of the Cisco IPMA service parameter settings. For step-by-step instructions, see the "Configuring Proxy and Incoming Intercom Lines for the Assistant" section.
Configuration Tips for Assistant
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IPMA supports the Cisco IP Phone Model 7940. For more information, see the "Cisco IP Phone Model 7940" section.
Nonmanager and Nonassistant Phones
In addition to configuring manager and assistant devices, configure all other users in the Cisco CallManager cluster. Proper configuration allows managers and assistants to make calls to and receive calls from all other users in the cluster.
Configuration Tips for Nonmanager and Nonassistant
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Manager and Assistant Configuration
From the Cisco CallManager User Information window, configure the settings for the managers and assistants who use the Cisco IPMA feature. You can configure IPMA in proxy line or shared line mode. To configure the manager and assistant for proxy line mode, see the "Configuring a Manager and Assigning an Assistant for Proxy Line Mode" section. To configure the manager and assistant for shared line mode, see the "Configuring a Manager and Assigning an Assistant for Shared Line Mode" section.
From this window, perform the following functions:
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The following sections provide details about configuring the manager and assistant settings:
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Configuring a Manager and Assigning an Assistant for Proxy Line Mode
Perform the following procedure to configure a Cisco IPMA manager and assign an assistant to the manager. To configure a new user, see "Adding a New User" in the Cisco CallManager Administration Guide.
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Procedure
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The User Configuration window displays.
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Step 5
The User Configuration window redisplays and contains Manager Configuration information such as device name/profile, IPMA-controlled lines, and intercom line.
Tip
Step 6
The Assign Assistants windows displays.
Step 7
A list of available assistants displays in the window.
Step 8
You can assign a maximum of 10 assistants to a manager.
Step 9
The User Configuration window displays the manager configuration, and the assistant that you configured displays in the Assigned Assistants list.
Step 10
Note
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Step 12
To remove a line from the Selected Lines selection box and from Cisco IPMA control, click the left arrow.
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The update takes effect immediately.
If you checked the Automatic Configuration check box and the service parameters are invalid, an error message displays.
Upon successful completion of the automatic configuration, the manager device resets. If you configured a device profile, the manager must log out and log in to the device for settings to take effect.
Note
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Deleting Cisco IPMA Information for the Manager
Perform the following procedure to delete Cisco IPMA information for a manager. To delete non-IPMA information for a manager, see the "Adding a User" section in the Cisco CallManager Administration Guide.
Procedure
Step 1
Step 2
A list of configured users displays in the User Configuration window.
Step 3
Step 4
The User Configuration window redisplays and contains IPMA manager configuration information.
Step 5
The update takes effect immediately.
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Updating the Manager Cisco IPMA Configuration
Perform the following procedure to update Cisco IPMA information for a manager. To update non-IPMA information for a manager, see the "Adding a User" section in the Cisco CallManager Administration Guide.
Procedure
Step 1
Step 2
A list of configured users displays in the User Configuration window.
Step 3
The User Configuration window redisplays and contains IPMA manager configuration information.
Step 4
Note
Step 5
The update takes effect immediately.
Note
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Configuring Proxy and Incoming Intercom Lines for the Assistant
Use the Cisco IPMA Assistant Configuration of the User Configuration window to configure the following items:
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A proxy line specifies a phone line that appears on the assistant Cisco IP Phone. Cisco IPMA uses proxy lines to manage calls that are intended for a manager; for example, manager1. If the call-routing software determines that the call should be presented to the assistant because manager1 cannot accept the call, the call routes to the proxy line that is configured for manager1 on the assistant Cisco IP Phone.
You can manually configure a line on the assistant phone to serve as the proxy line, or you can use automatic configuration to generate a DN and to add the line to the assistant phone.
For information about configuring shared and intercom lines for Cisco IPMA with shared line mode, see the "Configuring Shared and Incoming Intercom Lines for the Assistant" section.
When you display IPMA information for the assistant, the system generates DNs on the basis of IPMA service parameter entries in the Proxy Directory Number Range and Proxy Directory Prefix sections. For more information about these service parameters, see the "Setting the Service Parameters for Cisco IPMA" section.
Perform the following procedure to configure the proxy and incoming intercom line appearances for an assistant. To configure a new user, see the "Adding a User" section in the Cisco CallManager Administration Guide.
Tip
Before You Begin
If you want to automatically configure the proxy line on the assistant phone, configure the IPMA service parameters in the Proxy Directory Number Range and Proxy Directory Number Prefix sections.
Procedure
Step 1
Step 2
Step 3
The User Configuration window displays.
Step 4
Step 5
Step 6
Step 7
Tip
Step 8
Step 9
Note
Step 10
Step 11
Step 12
The update takes effect immediately. If you chose automatic configuration, the assistant device automatically resets.
Related Topic
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Deleting the Cisco IPMA Information for the Assistant
Perform the following procedure to delete Cisco IPMA information for an assistant. To delete non-IPMA information for an assistant, see the "Adding a User" section in the Cisco CallManager Administration Guide.
Procedure
Step 1
Step 2
A list of configured users displays in the User Configuration window.
Step 3
The User Configuration window redisplays and contains assistant configuration information.
Step 4
The update takes effect immediately.
Note
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Updating the Assistant Cisco IPMA Configuration
Perform the following procedure to update Cisco IPMA information for an assistant. To update non-IPMA information for an assistant, see the "Adding a User" section in the Cisco CallManager Administration Guide.
Procedure
Step 1
Step 2
A list of configured users displays in the User Configuration window.
Step 3
The User Configuration window redisplays and contains assistant configuration information.
Step 4
Note
Step 5
The update takes effect immediately.
Note
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Dial Rules Configuration
The administrator uses dial rules configuration to add and sort the priority of dialing rules. Dial rules for Cisco IPMA automatically strip numbers from or add numbers to telephone numbers that the assistant dials. For example, a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line.
The following sections provide additional information on application dial rules:
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Configuring the LDAPConfig.ini File for Corporate Directory Use
Cisco CallManager provides a default directory that the assistant accesses from the Assistant Console. If the assistant needs access to a corporate directory (accessing Cisco CallManager interclusters), you must update the LDAPConfig.ini file and store it on the primary and backup IPMA servers.
Perform the following procedure to configure the LDAPConfig.ini file to access a corporate directory.
Procedure
Step 1
C:\Program Files\Cisco\MA\LDAPConfig.ini
Step 2
To access the corporate directory, you must update the following fields in the LDAPConfig.ini file:
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Providing Information to Cisco IPMA Managers and Assistants
Install the assistant console application for Cisco IPMA by accessing a URL. The administrator sends the URL, in the "Installing the Assistant Console Application" section, to the assistant.
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Installing the Assistant Console Application
Begin the installation by accessing the following URL:
http://<IPMA server>/ma/Install/IPMAConsoleInstall.jsp
where
IPMA server specifies the IP address of the server that has the IPMA service running on it.
Tip
The assistant console installation package for Cisco IPMA resides in the directory C:\Program Files\Cisco\Tomcat\webapps\ma\Install\Package. The installation package contains a script file, installscript.txt, which controls the installation. To change the behavior of the assistant console installation for Cisco IPMA, the administrator may modify the script file.
Note
Script File Parameters
You can change the following parameters:
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Manager Configuration
Managers can customize their feature preferences from the Manager Configuration window by using the following URL:
http://<IPMA server>/ma/desktop/maLogin.jsp
where
IPMA server specifies the IP address of the server that has the Cisco IPMA service running on it.
Note
The administrator must send this URL to the manager.
Troubleshooting Cisco IPMA
Cisco IPMA provides troubleshooting tools for the administrator. Tools include performance counters and alarms, which are part of Cisco CallManager Serviceability. For more information about performance counters and alarms, refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide.
For information about troubleshooting tools, error messages, and how to recover from Cisco IPMA problems, see "Troubleshooting Features and Services."
Where to Find More Information
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Additional Cisco Documentation
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