Cisco Unified Attendant Console Advanced Design Guide Version 10.5
Cisco Unified Attendant Console Advanced Design Guide May 1, 2014 Cisco Systems, Inc. www.cisco.com Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at www.cisco.com/go/offices. Text Part Number: OL-29384-01
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR 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 public domain 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” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, 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 CISCO OR 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 are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, 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 relationship between Cisco and any other company. (0907R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco Unified Attendant Console Advanced Design Guide 2012 Cisco Systems, Inc. All rights reserved.
CONTENTS About This Document Audience vii vii Abbreviations Used In This Document Conventions viii ix Obtaining Documentation and Submitting Service Requests CHAPTER 1 Introduction to Cisco Unified Attendant Console Advanced Controlled CTI Devices 1-1 Controlled CTI Device Provisioning Call Delivery Methods 1-3 ix 1-1 1-2 Cisco Unified Attendant Console Advanced User Accounts Cisco Unified Attendant Console Advanced Server 1-3 1-5 Cisco Unified Attendant Console Advanced Server Virtualization 1-5 VMware Guest Machine Requirements 1-6 VMware Guest Machine Disk Space 1-6 Cisco Unified Communications Manager and Cisco Unified Attendant Console Advanced Server Co-residency 1-8 Server Prerequisites 1-8 Server Identification 1-8 Add Web Server Internet Information Services Add IIS to Windows Server 2008 1-8 Add IIS to Windows Server 2012 1-9 Disable User Account Control 1-10 Add Firewall Exceptions 1-10 1-8 SQL Database 1-10 SQL Installation Prerequisites 1-11 SQL Installation 1-12 Database Problems 1-12 Duplicate Server CIDs 1-13 Model Database Too Small 1-13 CHAPTER 2 Cisco Unified Attendant Console Advanced Architecture 2-1 System Architecture Overview 2-1 Bandwidth and Latency 2-3 Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 iii
Contents Cisco TSP Timeouts 2-4 CTI Architecture 2-4 CTI Request Information Flow 2-5 Cisco Unified Attendant Console Advanced CTI Setup CTI Resilience 2-7 Call Flow Diagrams 2-6 2-8 Centralized Installations and Transcoding 2-12 Example Installation Requiring Transcoding 2-13 Network Bandwidth Consumption 2-17 Cisco Unified Attendant Console Advanced Ports 2-18 Sample Topologies 2-20 Single Site Topology 2-20 Centralized Cisco Unified Attendant Console Advanced Server with Local and Remote Clients 2-21 AXL Connectivity 2-21 AXL Usage During Installation 2-21 AXL Usage After Installation 2-22 Standalone Installation Scenarios 2-22 Resilient Installation Scenarios 2-23 CHAPTER 3 Cisco Unified Communications Manager Compatibility 3-1 Calling Search Spaces and Partitions 3-1 Answering Calls 3-2 Consult Transfer 3-3 Blind Transfer (Standard Functionality) 3-4 Blind Transfer (Direct Transfer) 3-5 Night Service /Overflows/ Out of Service 3-5 Holding Calls 3-7 Parking Calls 3-8 Call Flow Example With Partition/CSS 3-9 Configuring Controlled CTI Devices 3-10 Configuring CTIManager and Cisco TSP Media Driver Options TSP Silent Install 3-10 3-10 3-11 Supported Handsets 3-11 Jabber Support 3-17 CHAPTER 4 Cisco Unified Attendant Console Advanced Resilience Full Resilience 4-1 4-1 Cisco Unified Attendant Console Advanced Design Guide iv OL-27296-01
Contents 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 CTIManager Service Failure 4-6 Cisco Unified Communications Manager Failure Client Handset Resets 4-7 CHAPTER 5 Directory Contacts, Devices and Line Status 4-7 5-1 Populating the Directory 5-1 Searching the Directory 5-2 Assigning Device Names to DNs (Cisco Unified Communications Manager) Assigning Device Names to DNs (External Sources) 5-2 BLF Plug-in 5-3 Amending Device Names Device Selection 6 Presence Integration 5-5 5-5 Shared Line Support 5-8 Device-based Monitoring CHAPTER 5-8 6-1 Cisco Unified Presence Server Integration MOC and Lync Integration CHAPTER 7 6-2 6-3 Cisco Unity Voicemail Integration 7-1 Configuring Cisco Unified Attendant Console Advanced Voicemail Access Call Arrival Mode CHAPTER 8 A Antivirus and Remote Access Application Support AXL/Database Field Mappings Phone Mappings 7-1 7-2 Remote Access Application Support APPENDIX 5-2 8-1 8-1 A-1 A-1 CTI Route Point Mappings A-3 Directory Number (Line) Mappings A-4 Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 v
Contents Devicenumplanmap Mappings APPENDIX B A-6 Accessing Cisco Unified Attendant Console Advanced Registry Keys on Client PCs B-1 Cisco Unified Attendant Console Advanced Design Guide vi OL-27296-01
About This Document This document contains information to help you plan, implement and administer your Cisco Unified Attendant Console Advanced system. It applies to all major releases of Cisco Unified Attendant Console Advanced, and it covers the following major topics: Chapter 1, “Introduction to Cisco Unified Attendant Console Advanced” Chapter 2, “Cisco Unified Attendant Console Advanced Architecture” Chapter 3, “Cisco Unified Communications Manager Compatibility” Chapter 4, “Cisco Unified Attendant Console Advanced Resilience” Chapter 5, “Directory Contacts, Devices and Line Status” Chapter 6, “Presence Integration” Chapter 7, “Cisco Unity Voicemail Integration” Chapter 8, “Antivirus and Remote Access Application Support” Appendix A, “AXL/Database Field Mappings” Appendix B, “Accessing Cisco Unified Attendant Console Advanced Registry Keys on Client PCs” Audience This document is for anyone involved with the planning, implementation and administration of a Cisco Unified Attendant Console Advanced system. It assumes basic knowledge of the Cisco Unified Attendant Console Advanced and Cisco Unified Communications Manager. Use this document in conjunction with the Cisco Unified Attendant Console Advanced Web Administration and Installation Guide. Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 vii
Abbreviations Used In This Document This document uses the following abbreviations: Abbreviation Name API Application Programming Interface AXL AVVID XML Layer BLF Busy Lamp Field CSS Calling Search Spaces CT Computer Telephony CTI Computer Telephony Integration CUACA Cisco Unified Attendant Console Advanced CUCM Cisco Unified Communications Manager CUP Cisco Unified Presence CUPS Cisco Unified Presence server DB Database DDI/DID Direct Dial In/Direct Inward Dialing DN Directory Number DND Do Not Disturb DNS Domain Name System HTTP Hypertext Transport Protocol LAN Local Area Network LDAP Lightweight Directory Access Protocol MAC Media Access Control MOC Microsoft Office Communicator MOH Music On Hold MSDTC Microsoft Distributed Transaction Coordinator OCS Office Communications Server PBX Private Branch Exchange PCM Pulse Code Modulation PSTN Public Switched Telephone Network RID Resource Identifier RSS Really Simple Syndication RTT Round Trip Time SCCP Skinny Call Control Protocol SIP Session Initiation Protocol SQL A language for manipulating databases SRTP Secure Real-time Transport Protocol SSL Secure Sockets Layer Cisco Unified Attendant Console Advanced Design Guide viii OL-27296-01
Abbreviation Name TAPI Telephony Application Programming Interface TCP/IP Transmission Control Protocol/Internet Protocol TSP Telephony Service Provider UC SRND Unified Communications Solution Reference Network Design UCST Unified Communications Sizing Tool WAN Wide Area Network WMI Windows Management Instrumentation XML Extensible Markup Language Conventions This document uses the following typographical conventions: Convention Indication bold font Commands and keywords and user-entered text appear in bold font. italic font Document titles, new or emphasized terms, and arguments for which you supply values are in italic font. [] Elements in square brackets are optional. {x y z } Required alternative keywords are grouped in braces and separated by vertical bars. [x y z] Optional alternative keywords are grouped in brackets and separated by vertical bars. string A non-quoted set of characters. Do not use quotation marks around the string. courier font Terminal sessions and information the system displays appear in courier font. Non-printing characters such as passwords are in angle brackets. [] Default responses to system prompts are in square brackets. !, # An exclamation point (!) or hash sign (#) at the start of a code line indicates a comment. Note Means reader take note. Tip Means the following information will help you solve a problem. Obtaining Documentation and Submitting Service Requests For information on: Obtaining documentation Obtaining support Submitting service requests Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 ix
Providing documentation feedback Security guidelines Recommended aliases Gathering additional information A list of all new and revised Cisco technical documentation see the monthly What’s New in Cisco Product Documentation at: hatsnew.html Subscribe to What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. Cisco Unified Attendant Console Advanced Design Guide x OL-27296-01
CH A P T E R 1 Introduction to Cisco Unified Attendant Console Advanced This chapter provides a brief introduction to Cisco Unified Attendant Console Advanced, including the following: Controlled CTI Devices, page 1-1 Cisco Unified Attendant Console Advanced User Accounts, page 1-3 Cisco Unified Attendant Console Advanced Server, page 1-5 Cisco Unified Attendant Console Advanced Server Virtualization, page 1-5 Server Prerequisites, page 1-8 SQL Database, page 1-10 Cisco Unified Attendant Console Advanced is a Windows-based operator attendant console application for use exclusively with Cisco Unified Communications Manager. Cisco Unified Attendant Console Advanced emulates the functions of a manual telephone switchboard, and so enables Cisco Unified Attendant Console Advanced operators to quickly accept incoming calls and efficiently dispatch them to recipients within an organization. Cisco Unified Attendant Console Advanced has a Client/server architecture and uses the Cisco TSP to communicate with Cisco Unified Communications Manager for call control. Controlled CTI Devices Cisco Unified Communications Manager uses the following types of Controlled CTI Devices: Computer Telephony Integration (CTI) Ports—virtual phones that can terminate calls. They can be used for queuing calls and can play music on hold to the caller. Computer Telephony Integration (CTI) Route Points—virtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They cannot terminate (answer) calls. Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 1-1
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Controlled CTI Devices Cisco Unified Attendant Console Advanced uses these types of Controlled CTI Devices: Cisco Unified Cisco Unified Attendant Console Communications Advanced Device Manager Device Type Description/Use CT Gateway CTI Port When a call reaches a Queue DDI (see below), the Cisco Unified Attendant Console Advanced server informs the Cisco Unified Communications Manager to move the call to a CT Gateway device. The CT Gateway is used for queuing calls in the Cisco Unified Attendant Console Advanced system that have not yet been answered. Queue DDI CTI Route Point Each Cisco Unified Attendant Console Advanced queue configured has a DDI. Incoming calls to the Cisco Unified Attendant Console Advanced system must be routed to these DDI devices, either directly or through translation. Service Queues CTI Port Service Queues are used by Cisco Unified Attendant Console Advanced to manage calls after they leave the operator’s handset. For example, to hold, transfer and call camp on. These devices are only used by Cisco Unified Attendant Console Advanced Clients. Park Devices CTI Port Park devices are used by the Cisco Unified Attendant Console Advanced to park calls. Cisco Unified Attendant Console Advanced Call Park functionality is separate from Cisco Unified Communications Manager Call Park functionality. Each Cisco Unified Attendant Console Advanced queue has its own resource group–a Queue Device Group–with its own audio source for music on hold; calls to the queue DDI number use the devices in a resource group pool. The maximum number of system devices supported by a Cisco Unified Attendant Console Advanced Server is 255. The maximum number supported of each of the following CTI Port types is 100: CT Gateway Devices Park Devices Service Devices These CTI Port system devices must not collectively total more than 255; they can be distributed among up to 20 Queue Device Groups. Controlled CTI Device Provisioning When installing Cisco Unified Attendant Console Advanced you must calculate how many Controlled CTI Devices to configure on the Cisco Unified Communications Manager. To help you do this you can use the Unified Communications Sizing Tool (UCST) available at http://tools.cisco.com/cucst. CTI Ports include CT Gateway device, Service Queues and Park Device. The maximum number of CTI Ports you can configure is 255 per server. Cisco recommends the following: Cisco Unified Attendant Console Advanced Design Guide 1-2 OL-27296-01
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Cisco Unified Attendant Console Advanced User Accounts Note CT Gateway—Configure one CT Gateway for each PSTN line and add 10 ports for other incoming calls, for example, internal calls to the queues. Queue DDI—Configure one Queue DDI for each DDI/DID routed into the Cisco Unified Attendant Console Advanced server. Service Queues—Configure a minimum of two Service Queues per Cisco Unified Attendant Console Advanced user. If the operators are using the advanced processing option to transfer calls directly to the destination, you can reduce the number of service queue devices. Park Devices—Configure at least one Park Device per Cisco Unified Attendant Console Advanced user. The number you configure depends on how often you expect to park calls from the operator. Call Delivery Methods The default, broadcast call delivery has the call holding/ringing a CTI Port and being displayed on the attendant console. When the call is answered it is redirected from the CTI Port to the attendant's handset. Forced delivery makes an enquiry call from the CTI Port to the next attendant handset in a circular, round-robin pattern (determined by the order in which they log in). Attendants receive calls in a specific order, and after the last receives a call, the first receives the next one. Attendants are skipped if they are still busy on a previous call. Cisco Unified Attendant Console Advanced User Accounts The Cisco Unified Attendant Console Advanced server must be able to communicate with its assigned Cisco Unified Communications Manager cluster (using Cisco TSP and AXL) to enable Cisco Unified Attendant Console Advanced directory synchronization (if you are using the Cisco Unified Communications Manager directory), busy lamp field (endpoint line state) and call control. To achieve this, Cisco Unified Attendant Console Advanced uses an Application User. For more information about Application Users, including how to create them, see the Cisco Unified Attendant Console Advanced Web Admin and Installation Guide. Note If you are upgrading from a previous release of Cisco Unified Attendant Console Advanced that used an End User profile, you must create the Application User with the same roles previously assigned to the End User. If you are using Cisco Unified Communications Manager Release 8 or earlier you must first create a User Group; if you are using Cisco Unified Communications Manager 9.x you must create an Access Control Group. The User Group or Access Control Group must have the correct roles assigned to it so that it can perform all of the functions required. You must then create the End User/Application User and assign it to the User Group or Access Control Group. Application Users are not synchronized using Active Directory, so there is no risk of the User being deleted during an LDAP synchronization, which would cause the Cisco Unified Attendant Console Advanced server to shut down. If you are using Cisco Unified Attendant Console Advanced in resilience mode, you require two Application Users—one for each server—and you must assign the same roles to both. Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 1-3
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Cisco Unified Attendant Console Advanced User Accounts Assign the following roles to the Application/End User: Note Standard AXL API Access Standard CTI Allow Calling Number Modification Standard CTI Allow Call Park Monitoring Standard CTI Allow Control of All Devices Standard CTI Allow Control of Phones supporting Connected Xfer and conf* Standard CTI Allow Control of Phones supporting Rollover Mode* Standard CTI Allow Reception of SRTP Key Material Standard CTI Enabled * are only relevant if using phone models 69xx, 7931, 7965, 89xx and 99xx on Cisco Unified Communications Manager 7.1.2 or greater. Cisco Unified Attendant Console Advanced Design Guide 1-4 OL-27296-01
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Cisco Unified Attendant Console Advanced Server Cisco Unified Attendant Console Advanced Server The Cisco Unified Attendant Console Advanced server consists of several components, including: Cisco Unified Attendant Console Advanced Server, responsible for call control and directory synchronization BLF Server, responsible for phone line status information CUP Server, responsible for presence information Cisco Unified Attendant Console Advanced Administration Server, responsible for administration interface LDAP Server, responsible for connecting the Cisco Unified Attendant Console Advanced Server to the Cisco Unified Communications Manager. Cisco Unified Attendant Console Advanced Clients connect to the Cisco Unified Attendant Console Advanced server over the following ports: 1433 for the SQL server 1859 for call control 1863 for presence information 1864 for phone line status For a full list of IP ports used by Cisco Unified Attendant Console Advanced, see Cisco Unified Attendant Console Advanced Ports, page 2-18. In small installations with only one or two Cisco Unified Attendant Console Advanced Clients, one of the Console Clients is sometimes run on the machine hosting the Cisco Unified Attendant Console Advanced server. In such a situation, if the system in not resilient, the attendant using that Client must not turn off the machine. You can install multiple Cisco Unified Attendant Console Advanced servers on a single Cisco Unified Communications Manager cluster; however: Each server must use separate TSP User Profile. Each Cisco Unified Attendant Console Advanced Client must communicate with just one Cisco Unified Attendant Console Advanced server. The total number of CTI devices used by all the Cisco Unified Attendant Console Advanced servers must not exceed the Cisco recommended maximum (see the Cisco UC Solution Reference Network Design for details). You must provide sufficient CTI resources for any other CTI applications that may require them. Cisco Unified Attendant Console Advanced Server Virtualization In a production environment, Cisco Unified Attendant Console Advanced server release 10.0 runs on either a: Physical server Virtual environment, compliant with Cisco’s Specifications-Based Hardware Support program. This is usually VMware ESXi 4.x or 5.x running on a host machine. For more information, see http://docwiki.cisco.com/wiki/Specification-Based Hardware Support). Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 1-5
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Cisco Unified Attendant Console Advanced Server Virtualization Note Cisco Unified Attendant Console Advanced server is not supported in HyperV or any other virtualization products other than VMware. For more information about VMware requirements, feature support and services visit: http://docwiki.cisco.com/wiki/Unified Communications VMware Requirements. For more information about Unified Communications application and version compatibility with a virtualized hardware support models visit http://docwiki.cisco.com/wiki/Unified Communications Virtualization Supported Applications. VMware Guest Machine Requirements Cisco Unified Attendant Console Advanced server has the following minimum VMware guest machine (instance) requirements: Note 1x vCPU unrestricted 4 GB RAM 72 GB of available hard disk space You can download an OVA template configured with the above specifications from the following location: fid 284373299&flowid 33202&softwareid 2839 10832&release 8.x-9.x&relind AVAILABLE&rellifecycle &reltype latest. VMware Guest Machine Disk Space When assigning disk space while creating your guest machine you must consider the following: Logging Files Database Growth Logging File Disk Space Requirements Cisco Unified Attendant Console Advanced generates logging files on the server for use during troubleshooting. You can set different logging levels, although the default is generally sufficient for initial investigations. For each relevant server process, you can set the number of stored files and the number of lines per file, and for the main server you can specify which processes to log. The default space requirements are shown in the following table. Server Application Number of Files Lines Per File File Size (MB) Attendant Server 10 10K 16.8 Attendant LDAP 10 200K 53.3 Attendant CUPS 50 10K 15 Attendant Admin 50 200K 182 Cisco Unified Attendant Console Advanced Design Guide 1-6 OL-27296-01
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Cisco Unified Attendant Console Advanced Server Virtualization Server Application Number of Files Lines Per File File Size (MB) BLF Plug-in 100 100K 1792 Middleware 15 Not applicable 631 Database Disk Space Requirements Configuration and usage determine the size of the databases. This section describes configuration and logging database requirements based on an system consisting of: 10 operators 255 configured CTI devices 10 queues 10,000 imported contacts Configuration Database The following table shows the size of the Configuration Database. Item Default Size (KB) Number of Items Total Size (KB) Default database Size (MDF LDF) 102400 1 102400 Operator 1.1 10 11 CTI Device 0.468 255 119.34 Queue 46.7 10 467 Queued Message (MBUS) 69632 1 69632 Imported Contact 172 10000 1720000 Total Database Size 1892629.3 Once configured, the configuration database is unlikely to grow, unless more configuration is added. The number of contacts in the system has the largest impact on database size; when fully populated, each contact uses up 172KB of storage. Logging Database The following table shows the size of the Logging Database. Item Default Size (KB) Number of Items Total Size (KB) Default database size (MDF LDF) 378880 1 378880 Operator 1.1 50 55 Devices 0.468 255 119.34 Queues 46.7 100 4670 Calls 161 100000 16100000 Agent (Sessions) 79.872 100000 7987200 Total Database Size 24470924.34 This database always grows over time as it stores details of all calls and attendant transactions – including logging in/out, answering calls, and making transfers. Cisco Unified Attendant Console Advanced Design Guide OL-27296-01 1-7
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Server Prerequisites Cisco Unified Communications Manager and Cisco Unified Attendant Console Advanced Server Co-residency Cisco Unified Attendant Console Advanced server can co-reside with Cisco Unified Communications Manager on both B and C series Unified Computing System (UCS) servers. For more information, visit http://docwiki.cisco.com/wiki/Virtualization for Cisco Unified Attendant Consoles#IOPS and Stor age System Performance Requirement Server Prerequisites Once an operating system has been installed on a server machine several other things must be installed or configured before installing the Cisco Unified Attendant Console Advanced Server. Server Identification, page 1-8 Add Web Server Internet Information Services, page 1-8 Disable User Account Control, page 1-10 Add Firewall Exceptions, page 1-10. Server Identification The server is the engine of the Cisco Unified Attendant Console Advanced system, and as such needs to communicate with all the computers that run the Cisco Unified Attendant Console Advanced Client. Cisco Unified Attendant Console Advanced communicates by machine name, using Dynamic Host Configuration Protocol (DHCP) to allocate IPv4 addresses. During Client installation you are prompted for the Fully Qualified Domain Name (FQDN) or the machine name of the server, and this is tested to ensure that communication is working. Consequently, you need to ensure that the server has a proper, useful machine name. Add Web Server Internet Information Services Internet Information Services (IIS) must be added before installing Cisco Unified Attendant Console Advanced, as it required by the web browser-based Administration interface, which is accessible from any Windows PC with appropriate network access. To add IIS, do whichever of the following is appropriate: Add IIS to Windows Server 2008, page 1-8 Add IIS to Windows Server 2012, page 1-9 Add IIS to Windows Server 2008 To add IIS to an installed Windows Server 2008 operating system, do the following: Step 1 Run Server Manager, click Roles, and then click Add Roles to use the Wizard to install Web Server (IIS). Step 2 In the Before You Begin page, click Next. Step 3 In the Server Roles page, select Web Server (IIS). Cisco Unified Attendant Console Advanced Design Guide 1-8 OL-27296-01
Chapter 1 Introduction to Cisco Unified Attendant Console Advanced Server Prerequisites Step 4 Add the Required Features. Step 5 Select an
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
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
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
Automotive EMC : Numerical Simulation for Early EMC Design of Cars Flavio CANAVERO 1, Jean-Claude KEDZIA 2, Philippe RAVIER 3 and Bernhard SCHOLL 4 1 Politecnico di Torino - Corso Duca degli .
