Cisco Unified Attendant Console Advanced Administration .
Cisco Unified Attendant Console AdvancedAdministration and Installation GuideVersion 12.0.1February 28, 2018Cisco Systems, Inc.www.cisco.comCisco has more than 200 offices worldwide.Addresses, phone numbers, and fax numbersare listed on the Cisco website atwww.cisco.com/go/offices.Text Part Number: OL-29383-01
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALLSTATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUTWARRANTY 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 THATSHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSEOR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s publicdomain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITHALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUTLIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OFDEALING, USAGE, OR TRADE PRACTICE.IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING,WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCOOR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.CCDE, CCENT, CCSI, Cisco Eos, Cisco HealthPresence, Cisco Ironport, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Stackpower,Cisco StadiumVision, Cisco TelePresence, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flip Video, Flip Video (Design),Flipshare (Design), Flip Ultra, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Store, and Flip Gift Card areservice marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, theCisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration WithoutLimitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study,IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar,PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath,WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationshipbetween Cisco and any other company. (0907R)Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in thedocument are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.Cisco Unified Attendant Console Advanced Administration and Installation Guide 2018 Cisco Systems, Inc. All rights reserved.
CONTENTSPrefaceCHAPTER1ixProduct Overview1-1Features 1-1New Features 1-2Core Languages 1-3Server High Availability 1-3Resilience Provided 1-4Single Sign On1-5Syslog and Alert Server1-5Cisco Unified Attendant Console Advanced Ports1-6Integrating Cisco Unified Attendant Console Advanced with Cisco Unified CommunicationsManager 1-7AXL Connectivity 1-7AXL Usage During Installation 1-7AXL Usage After Installation 1-8Non-resilient Installation Scenarios 1-8Resilient Installation Scenarios 1-8AXL API 1-9Cisco Unified Communications Manager System Devices 1-10Centralized Installations and Transcoding 1-11TAPI Resilience 1-11Music on Hold 1-11Presence Service Integration 1-11CHAPTER2Deployment ChecklistCHAPTER3Hardware and Software Requirements2-13-1Server Requirements 3-1Physical Server Hardware Requirements 3-1VMware Guest Machine Requirements 3-2Server Software Requirements 3-2SQL Server Requirements 3-3SQL Server Express Limitations 3-3Cisco Unified Attendant Console Administration and Installation GuideOL-29383-01iii
ContentsAdditional Server Considerations 3-4Microsoft Windows and SQL Server Updates and Service PacksData Backup 3-4Server Redundancy 3-5Antivirus Software 3-5Network Requirements 3-6Citrix Support 3-7Jabber Support 3-7Cisco Unified Attendant Console Advanced Client RequirementsPC Hardware Requirements 3-8Citrix Support 3-8PC Software Requirements 3-8Operator Phone Requirements 3-9CHAPTER43-43-8Preparing Cisco Unified Communications Manager and Cisco Unified Presence4-1Cisco Unified Communications Manager (Required) 4-1Creating an Access Control Group 4-1Assigning Roles to an Access Control Group 4-2Creating and Assigning an Application User 4-2Cisco Unified Presence (Optional) 4-3Creating an End User for the Presence ServerPresence states chart 4-4CHAPTER54-3Installing Cisco Unified Attendant Console Advanced SoftwareAdding Internet Information Service (IIS)5-15-2Installing and/or configuring SQL 5-3Installing SQL Server 2016 5-3Licensing SQL Server 5-4Obtaining Cisco Unified Attendant Console Advanced Software 5-5Creating a Cisco Unified Attendant Console Advanced Downloads and Licensing Website UserAccount 5-5Downloading the Software 5-5High Availability (Resilient Installations) 5-6Export Crypto Key File 5-7Cisco Unified Attendant Console Advanced Server Installation ProcedureDisabling Plug-ins that are not in use 5-105-7Installing Cisco Unified Attendant Console Advanced Client 5-11Installing JAWS Scripts for Visually Impaired Operation 5-12Cisco Unified Attendant Console Administration and Installation GuideivOL-29383-01
ContentsCHAPTER6Cisco Unified Attendant Console Administration6-1Administrator Login 6-1Logging On 6-1Customized Logon Message 6-2Last Login Information 6-3Logging Out 6-3Home Page 6-4Menu Options 6-4Toolbar 6-4Data Entry Fields 6-5Accessibility for Users with Disabilities6-6Service Management 6-6Cisco Unified Attendant Server Status 6-8Cisco Unified Attendant LDAP Plug-in Status 6-8Cisco Unified Attendant Presence Plug-in Status 6-8Cisco Unified Attendant BLF Plug-in Status 6-9CUCM Connectivity6-9Server Management 6-11Hostname change 6-11Create a Self-Signed Certificate 6-12Associate the new Self-Signed Certificate6-12Database Management 6-13Database Purge 6-14Automatic Purge 6-15Marking Text ManagementSyslog ConnectivityRealm Management6-156-156-16Credential Policy Management6-17Logging Management 6-18Cisco Unified Attendant Console Server Logging 6-19Cisco Unified Attendant LDAP Plug-in Logging 6-20Cisco Unified Attendant Presence Plug-in Logging 6-20Cisco Unified Attendant BLF Plug-in Logging 6-20Log Collection 6-21Setting Up Log Collection 6-21Starting Log Collection 6-21Canceling Log Collection 6-21Downloading the Log Archive 6-22Cisco Unified Attendant Console Administration and Installation GuideOL-29383-01v
ContentsChecking Log Collection ProgressCHAPTER76-22Cisco Unified Attendant Console High Availability7-1SQL Server Replication 7-3Accessing High Availability Administration Menus 7-3Pre-requirements for Installing and Uninstalling ReplicationInstalling Replication 7-4Uninstalling Replication 7-7Re-initializing Replication 7-7Monitoring Replication 7-8Validating Replication 7-9Replication Report 7-10CHAPTER8Configuring Cisco Unified Attendant ConsolePresence ManagementConfiguration 8-17-38-18-1Contact Directory 8-2Directory Source Management 8-2Connecting to a Directory SourceDirectory Synchronization 8-4Directory Field Mapping 8-6Directory Rules 8-88-3Inserting, Updating and Exporting Contacts via CSV 8-9Inserting and Updating Contacts 8-9Inserting Contacts 8-9Updating Contacts 8-9Scheduling Contact Insertion and Updating 8-10Exporting Contacts to CSV Files 8-11Uploading New CSV Files 8-12Managing Uploaded CSV Files 8-12Contact Management 8-13Adding Contacts 8-13Modifying Contact InformationDeleting Contacts 8-158-14Directory BLF Rules 8-15Creating Directory BLF Rules 8-15Editing Directory BLF Rules 8-16Deleting Directory BLF Rules 8-17Applying BLF Directory Rules 8-17Cisco Unified Attendant Console Administration and Installation GuideviOL-29383-01
ContentsSystem Configuration Menu 8-17Queue Device Groups 8-18Creating Queue Device Groups 8-18Deleting Queue Device Groups 8-19System Device Management 8-19Synchronize with CUCM 8-22Queue Management 8-25Creating Queues 8-26Deleting Queues 8-26Configuring Queues 8-27Configuring Out of Hours Routing 8-30Creating Out of Hours Routing Templates From Scratch 8-31Creating Out of Hours Routing Templates by Copying 8-32Deleting Out of Hours Routing Templates 8-33Editing Out of Hours Routing Templates 8-33User Configuration Menu 8-33General Properties 8-34Operator Management 8-37Creating Operator Profiles 8-37Importing Operators 8-37Configuring Operator Profiles 8-38Deleting Operator Profiles 8-39Engineering Menu 8-39Administrator ManagementCHAPTER98-40Licensing Cisco Unified Attendant Console Advanced9-1Licensing the Cisco Unified Attendant Console Advanced Software9-1Activating Evaluation Software 9-2Activate the Software 9-2Activating Purchased Software 9-2Relicensing SoftwareAPPENDIXA9-3Uninstalling Cisco Unified Attendant Console Advanced ServerUninstalling Microsoft SQL ServerUninstalling the .NET FrameworkUninstalling Cisco TSPA-1A-2A-2A-3Cisco Unified Attendant Console Administration and Installation GuideOL-29383-01vii
ContentsAPPENDIXBCisco Unified ReportingToolbarB-1B-2Setting Report Parameters B-2Date Range B-2Time Range B-2Queue Type B-3Attendant Operators B-3Incoming Calls by Date and Time System ReportOperator Calls by Time System ReportOperator Calls by Queue System ReportOperator Availability ReportB-3B-4B-5B-5Overflowed Calls By Date System ReportB-6APPENDIXCExample Cisco Unified Attendant Console Advanced ConfigurationAPPENDIXDBacking-up and Restoring Cisco Unified Attendant Console AdvancedC-1D-1Backing-up Databases D-1Manually Backing-up Databases D-2Automatically Backing-up Databases D-2Restoring Databases D-4Preparing the Servers D-4Restoring the Databases D-5Reconnecting a Subscriber Server to a Restored Publisher ServerD-6Backing-up Cryptographic Keys and Registries D-7Backing-up Using Attendant Administrator D-7Manually Backing-up and Restoring Cryptographic Keys and RegistriesRestoring a Subscriber ServerLicensing Your New ServerAPPENDIXED-7D-7D-8Updating the Cisco Unified Attendant Console Advanced Server Host NameE-1Change SQL Server Host Name, Login and Password E-1Preparing the Batch Files For Standalone Installation E-1Before Running the Batch Files E-2Running the Batch Files E-3Running SqlCfgChange.bat E-3Running ServerChange.bat E-3If the Conversion Fails E-4Reboot the Cisco Unified Attendant Console Advanced serverE-5Cisco Unified Attendant Console Administration and Installation GuideviiiOL-29383-01
ContentsAPPENDIXFPerforming CUCM Upgrades and Re-installing Cisco TSPF-1INDEXCisco Unified Attendant Console Administration and Installation GuideOL-29383-01ix
ContentsCisco Unified Attendant Console Administration and Installation GuidexOL-29383-01
PrefaceThis document describes how to install and configure Cisco Unified Attendant Console Advanced – itsdatabases, connections to Cisco Unified Communications Manager, and its system and user settings –using the Cisco Unified Attendant Console Advanced Administration web application.Who Should Read this GuideThe document is intended for: Deployment Engineers, who are responsible for:– System design– Preparing Cisco Unified Communications Manager– Installing the Cisco Unified Attendant Console Advanced server and Cisco Unified AttendantConsole Advanced client– Configuring the Cisco Unified Attendant Console Advanced server System AdministratorsThis document assumes that you have knowledge of: Cisco Unified Communications Manager Windows operating systems TCP/IPCisco Unified Attendant Console AdvancedOL-29383-01ix
How this Guide is OrganizedThis guide contains the following sections:SectionContainsChapter 1, “Product Overview”An overview of Cisco Unified Attendant ConsoleAdvanced, including its compatibility with CiscoUnified Communications Manager.Chapter 2, “Deployment Checklist”The steps to take when installing Cisco UnifiedAttendant Console Advanced, cross-referenced tothe relevant procedures in this guide.Chapter 3, “Hardware and SoftwareRequirements”The Cisco Unified Attendant Console Advancedserver and Cisco Unified Attendant ConsoleAdvanced client hardware and softwarerequirements.Chapter 4, “Preparing Cisco UnifiedCommunications Manager and Cisco UnifiedPresence”How to configure Cisco Unified CommunicationsManager so that Cisco Unified Attendant ConsoleAdvanced can work with it.Chapter 5, “Installing Cisco Unified AttendantConsole Advanced Software”How to download, install and license Cisco UnifiedAttendant Console Advanced software.Chapter 6, “Cisco Unified Attendant ConsoleAdministration”How to use the Cisco Unified Attendant ConsoleAdministration to configure the Cisco UnifiedAttendant Console Advanced server.Chapter 7, “Cisco Unified Attendant ConsoleHigh Availability”How to provide server high availability using serverreplication.Chapter 8, “Configuring Cisco UnifiedAttendant Console”How to configure Cisco Unified Attendant ConsoleAdvanced using Cisco Unified Attendant ConsoleAdministration.Chapter 9, “Licensing Cisco Unified AttendantConsole Advanced”How to license your Cisco Unified AttendantConsole Advanced software.Appendix A, “Uninstalling Cisco UnifiedAttendant Console Advanced Server”How to uninstall Cisco Unified Attendant ConsoleAdvanced server.Appendix B, “Cisco Unified Reporting”How to create Cisco Unified Attendant ConsoleAdvanced Administration reports.Appendix C, “Example Cisco Unified Attendant An example of a resilient Cisco Unified AttendantConsole Advanced Configuration”Console Advanced configuration.Appendix D, “Backing-up and Restoring CiscoUnified Attendant Console Advanced”How to back up Cisco Unified Attendant ConsoleAdvanced server, and how to restore it followingfailures requiring a full system rebuild.Appendix E, “Updating the Cisco UnifiedAttendant Console Advanced Server HostName”How to update the Cisco Unified Attendant ConsoleAdvanced server host name during server migration,upgrade, or rebuild.Appendix F, “Performing CUCM Upgrades and How to perform a CUCM upgrade and re-installRe-installing Cisco TSP”Cisco TSP.Cisco Unified Attendant Console Administration and Installation GuidexOL-29383-01
Document ConventionsThis document uses the following conventions:ConventionIndicationbold fontCommands and keywords and user-entered text appear in bold font.italic fontDocument titles, new or emphasized terms, and arguments for which you supply valuesare in italic font.NoteMeans reader take note.TipMeans the following information will help you solve a problem.CautionMeans reader be careful. In this situation, you might do something that could result in equipmentdamage or loss of data.Obtaining Documentation and Submitting a Service RequestFor information on: Obtaining documentation Obtaining support Submitting service requests Providing documentation feedback Security guidelines Recommended aliases Gathering additional information A list of all new and revised Cisco technical documentationsee the monthly What’s New in Cisco Product Documentation w/whatsnew.htmlSubscribe to What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feedand set content to be delivered directly to your desktop using a reader application. The RSS feeds are afree service and Cisco currently supports RSS Version 2.0.Cisco Unified Attendant Console Administration and Installation GuideOL-29383-01xi
Cisco Unified Attendant Console Administration and Installation GuidexiiOL-29383-01
CHAPTER1Product OverviewCisco Unified Attendant Console Advanced is a Windows-based operator attendant console applicationfor use exclusively with Cisco Unified Communications Manager. For more information about whichversions of Cisco Unified Attendant Console Advanced and Cisco Unified Communications Managerwork together, see Integrating Cisco Unified Attendant Console Advanced with Cisco UnifiedCommunications Manager. Cisco Unified Attendant Console Advanced emulates the functions of amanual telephone switchboard, and so enables attendant console operators to quickly accept incomingcalls and efficiently dispatch them to recipients within an organization.The Cisco Unified Attendant Console Advanced server monitors extensions within Cisco UnifiedCommunications Manager and routes the calls to the Cisco Unified Attendant Console Advanced clients.Calls from Cisco Unified Communications Manager enter Cisco Unified Attendant Console Advancedserver through Cisco Unified Communications Manager Computer Telephony Integration (CTI) RoutePoint devices, which can route calls, but cannot terminate them. Cisco Unified CommunicationsManager CTI Ports receive the calls and deliver them to the operators.You use Cisco Unified Attendant Console Advanced Administration to create the required systemdevices on the Cisco Unified Communications Manager, and to configure the system parameters on theCisco Unified Attendant Console Advanced server. Cisco Unified Attendant Console Advanced systemparameters, the user directory and call record logs are all stored in SQL databases on the Cisco UnifiedAttendant Console Advanced server.FeaturesCisco Unified Attendant Console Advanced has the following basic features: Call queuing engine, with 100 Console queues supported The maximum number of system devices (including CT Gateway devices, Service devices, and Parkdevices) supported by a Cisco Unified Attendant Console Advanced Server is 1000. This total doesnot include Queue DDIs, which are CTI Route Points. The system devices can be distributed amongup to 100 Queue Device Groups. You cannot save more than 100 devices per transaction. Up to 50 concurrent operator client logins Busy Lamp Field (BLF) Blind and consultative transfers Optional server high availability Directory size supported:– 500 speed dials per userCisco Unified Attendant Console Advanced - Administration and Installation GuideOL-29383-011-1
Chapter 1Product OverviewFeatures– 125,000 full directory contacts Supported directory sources:– Active Directory– Cisco Unified Communications Manager– iPlanet Netscape View more information in Parked Calls pane Set calls to automatically connect to the Console without needing to answer them Turn off Busy Lamp Field Presence notifications Display statistics for each queue Display calls with an icon colored to match the queue they arrived from Operators can enter Unavailable mode when idle for longer than a defined period Click a special directory tab to create a Personal Directory Group Rearrange directory tabs by dragging Console configuration preferences saved in the server for use next session Option to enter the fields
iii Cisco Unified Attendant Console Administration and Installation Guide OL-29383-01 CONTENTS Preface ix CHAPTER 1 Product Overview 1-1 Features 1-1 New Features 1-2 Core Languages 1-3 Server High Availability 1-3 Resilience Provided 1-4 Single Sign On 1-5 Syslog and Alert Server 1-5 Cisco Unified Attendant Console Advanced Ports 1-6 Integrating Cisco Unified Attendant Console Advanced with .
Contents v Cisco Unified Attendant Console Administration and Installation Guide OL-29383-01 Export Crypto Key File 5-7 Cisco Unified Attendant Console Advanced Server Installation Procedure 5-8 Disabling Plug-ins that are not in use 5-11 Installing Cisco Unified Attendant Console Advanced Client 5-12 Installing JAWS Scripts for Visually Impaired Operation 5-13
Cisco Unified Workspace Licensing (CUWL) Cisco Unity FAX Server : Cisco IP Communicator . Cisco Unified Application Server : Cisco Unified Media Engine . Cisco Unified Communications Manager Attendant Console : Cisco Unified Presence . Cisco Emergency Responder : Cisco Unified Personal Communicator . Cisco Unified IP Interactive Voice Response
Cisco Unified Attendant Console Advanced - Troubleshooting Guide OL-29390-01 1 Logging This chapter describes how to use Cisco Unified At tendant Console Advanced Logging functionality to troubleshooting your system. To configure logging, run Cisco Unified Attendant Console Advanced Administration and choose Engineering Logging Management.File Size: 512KBPage Count: 36
Contents iv Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 Cisco TSP Timeouts 2-4 CTI Architecture 2-4 CTI Request Information Flow 2-5 Cisco Unified Attendant Console Advanced CTI Setup 2-6 CTI Resilience 2-7 Call Flow Diagrams 2-8 Centralized Installations and Transcoding 2-12 Example Installation Requiring Transcoding 2-13 Network Bandwidth Consumption 2-17
Cisco Unified Attendant Console Advanced Version 10.0 Product Overview Manage high volumes of calls from customers, employees, and business partners smoothly and efficiently. Cisco Unified Attendant Console Advanced (Figure 1) gives corporate operators and receptionists the tools they need to professionally handle incoming calls with ease.
Contents v Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 Jabber Support 3-21 CHAPTER 4 Cisco Unified Attendant Console Advanced Resilience 4-1 Full Resilience 4-1 Database Replication 4-2 System Configuration 4-5 Failover Scenarios 4-5 Full Failover 4-5 Partial Failover 4-5 Full CTI Failover 4-6 Providing Additional Resilience 4-6
Cisco Unified MeetingPlace Express VT: cotang@cisco.com Cisco Unified Personal Communicator: jchase@cisco.com Cisco IP Communicator: cs-communicator@cisco.com Cisco Unified Video Advantage: cotang@cisco.com Cisco Unfied Presence: stlevy@cisco.com Cisco Unified Mobility Advantage: unified_mobility_og@cisco.com
In the English writing system, many of the graphemes (letters and letter groups) have more than one possible pronunciation. Sometimes, specific sequences of letters can alert the reader to the possible pronunciation required; for example, note the letter sequences shown as ‘hollow letters’ in this guide as in ‘watch’, ‘salt’ and ‘city’ - indicating that, in these words with .
