1. home and garden
2. home furnishings
3. lamps and lighting

CUCM 9.x and 10.x
Configuration Manual for Arc Pro
Version 6.0.1
© 2014 Arc Solutions (International) Ltd. All rights reserved
No part of this documentation may be reproduced in any form or by any means or used to
make any derivative work (such as translation, transformation, or adaptation) without
permission from Arc Solutions (International) Limited.
Arc Solutions (International) Limited reserves the right to revise this documentation and to
make changes to its content from time to time without obligation on the part of Arc
Solutions (International) Limited to provide notification of such revision or change.
Cisco is a registered trademark of Cisco, inc.
Unless otherwise indicated, Arc Solutions (International) Limited registered trademarks are
registered in the United Kingdom and may or may not be registered in other countries.
All trademarks acknowledged.
EMEA
Americas
Asia Pacific
Arc Solutions
(International) Ltd.
Arc Solutions
(International) Inc.
Arc Solutions
(International) Ltd.
Innovation House
Pincents Lane,
Reading, Berkshire.
RG31 4UH
Research Triangle Park
4819 Emperor Blvd
Durham
North Carolina 27703
2 Marks Street
Naremburn
NSW 2065
Australia
T: +44(0) 118 943 9200
f: +44(0) 118 943 9201
T: +1 877 956 0272
f: +1 919 313 4794
T: +61 409 692 480
F: +61 (0)2 9437 4595
e: [email protected]
e: [email protected]
e: [email protected]
Support
0870 220 2205 or
+44(0) 118 943 9205
from outside the UK
Support
+1 877 956 0272
Support
+61 1300 797 724 or
+44(0) 118 943 9212
www.arcsolutions.com
An Enghouse Interactive Inc. Company
3rd Edition, January 2014
Call Information Module
Contents
1 Configuring CallManager 9.x and 10.x .................................................................................. 1
1.1 Call Manager Partitions and Calling Search Spaces ....................................................................... 1
1.2 Configuring Host PBX Gateway Ports ................................................................................................. 1
1.3 Configuring Pre CT Gateway and Personal Call Parking Devices ................................................. 3
1.4 Creating the Main Arc Application User ........................................................................................... 6
1.4.1 Adding a New Application User .................................................................................................... 6
1.4.2 Creating an Access Control Group and Assigning Your Application User .............................. 8
2 Installing and Configuring Cisco (TAPI) TSP Under CallManager 9.x and 10.x ................. 11
2.1 Installing the Cisco TSP ....................................................................................................................... 11
2.2 Configuring the Cisco TSP ................................................................................................................. 13
3 Testing TAPI Using Phone.exe ................................................................................................ 17
3.1 Starting the CT Server ......................................................................................................................... 17
3.2 Confirming the Console Operator ................................................................................................... 19
3.3 Confirming the Agent ........................................................................................................................ 19
4 Configuring Access to the Arc CUP Server .......................................................................... 21
CUCM 9.x and 10.x Configuration Manual for Arc Pro
iii
iv
Call Information Module
1 Configuring CallManager 9.x and 10.x
1.1 Call Manager Partitions and Calling Search Spaces
The way in which calls are routed to operators, transferred to extensions, and recalled to the
operator means that many devices are used to complete a route. Because of this, correctly
configured Partitions and Calling Spaces are important. You must set up a new partition Arc
Partition and a new Calling Search Space Arc Search Space, which includes all partitions.
You must allocate these to all Arc devices, Pre CT Gateways, Host PBX Gateways, Service
Queue, and Voice Port(s). Alternatively, use any other CSS that has full routing access to a
partition that is accessible from anywhere.
1.2 Configuring Host PBX Gateway Ports
Host PBX Gateway ports are where Arc Pro holds calls before delivery to the client
applications. To support the inclusion of Music on Hold from Call Manager, you must
configure them as CTI Ports – which have a voice capability – within the limits of the
maximum number of Automated Voice Lines on the Cisco TAPI TSP.
Within Cisco Unified CM Administration, do the following:
1.
Choose Device > Phone
2.
Click
3.
Click Phone Type, and from the list select CTI Port.
to add a new CTI Port.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
1
4.
Click Next.
5.
Enter the relevant information for the port including the Music On Hold source. This is
configured via the User Hold MOH Audio Source field
6.
Click Save.
2
Call Information Module
7.
The Phone Configuration page enables you to select the Line to add a device Number
to the port. Under Association Information, click Line [1] - Add new DN.
8.
The Directory Number Configuration window appears.
9.
Enter the information shown above, including the partition.
10. Click Save to complete.
1.3 Configuring Pre CT Gateway and Personal Call Parking Devices
Within Cisco Unified CM Administration, do the following:
1.
Select Device > CTI Route Point.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
3
2.
Click
3.
Type the Pre CT Gateway Device Name and Description.
4.
Select a Device Pool and Location as required.
4
to add a new CTI Route Point.
Call Information Module
5.
Click Save.
6.
To configure the directory number, under Association Information, click Add New.
7.
Enter the Directory Number, Partition and Calling Search Space as required.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
5
8.
To provide resilience you can also enter a destination in the Forward No Answer
section. This forwards the call to the selected destination if Arc cannot answer the call.
9.
Click Save.
10. Create a separate CTI Route Point for every Pre-Gateway port required using the Copy
facility.
11. Edit the Device Name and Description.
12. In Device Pool type Default.
If you do not use the Copy facility you must repeat step 6 to step 12 for each new
Route Point.
13. When you have entered all the CTI Route Points, click Update to complete the
configuration.
1.4 Creating the Main Arc Application User
You must set up an Application User account has to be specified within CallManager so that
Arc can access it using TAPI. You must then create an Access Control Group with the correct
Roles associated. Finally, you must set up an Application User and then associated it with the
Access Control Group.
1.4.1 Adding a New Application User
Within Cisco Unified CM Administration, do the following:
1.
Select User Management > Application User.
2.
Using the
6
icon, add a new user called Arc Server (or name of your choice).
Call Information Module
3.
Click Save.
4.
Scroll the page, and then under Device Information, click Find more Phones.
5.
Locate one of your Arc system devices and add it to your Application User. You do not
need to add all your Arc system devices to the Application User.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
7
6.
In the Find and List Phones page, select the relevant Devices from the list and click Add
Selected.
7.
Return to the Application User Account and confirm that the devices have been
associated.
8.
Click Save.
1.4.2 Creating an Access Control Group and Assigning Your Application User
The Application User account now needs to be associated with an Access Control Group.
1.
Select User Management > User Settings > Access Control Group
2.
Using the
icon, add a new Access Control Group called Arc Server Group (or name
of your choice).
3.
Click Save.
8
Call Information Module
4.
Click Add App Users to Group
5.
Select the Application User already configured for the Arc Server (in this example
ArcServer), and click Add Selected.
6.
Add Roles to the Access Control Group. To do this return to the main Access Control
Groups Page and on the right hand side of the page click the
created ArcServer Group Access Control Group.
icon next to the
7.
At this window click Assign Role to Group.
8.
Scroll down the list and select the following Cisco Computer Telephony Interface (CTI)
options:
CUCM 9.x and 10.x Configuration Manual for Arc Pro
9

Standard CTI Allow Call Monitoring

Standard CTI Allow Calling Number Modification

Standard CTI Allow Control of All Devices

Standard CTI Enabled

Standard AXL API Access

Standard CTI Allow Control of Phones supporting Rollover Mode

Standard CTI Allow Control of Phones supporting Connected Xfer and conf
Do not include Standard CTI Secure Connection in the selection as this encrypts the
data and stop the software from working correctly.
9.
Click Add Selected.
10. Click Save.
11. Open the Application User account (User Management > Application User).
12. Scroll down to the Permissions Information section and click Add to Access Control
Group and select the Group that has just been set up.
13. Click Save.
The Application User account is now set up.
10
Call Information Module
2 Installing and Configuring Cisco (TAPI) TSP Under
CallManager 9.x and 10.x
The Cisco TSP (Telephony Service Provider) provides the TAPI (Telephony Application
Programming Interface) information that the Arc Pro Servers require.
A user needs to be created for the Arc Server with the ability to use the following devices in
TAPI:

All Pre Queue Gateways Devices

All Gateway Devices.

All Voice Ports.

All extensions that will be used by the Console operators.

All extensions that will be monitored in the Busy Lamp Field by an Operator
2.1 Installing the Cisco TSP
The TSP is required to be installed only on the Arc Server Machine(s).
Within Cisco Unified CM Administration, do the following:
1.
Select the Application > Plugins
2.
Click Find.
3.
A list of available plug ins appears, scroll down to the Cisco TAPI xx-bit Client (where xx
is 64 or 32), and click the word Download to the left of the text.
4.
The install can either be run directly, or copied to the desktop and run later.
(CiscoTSP.exe).
CUCM 9.x and 10.x Configuration Manual for Arc Pro
11
5.
During installation, you are asked how many instances of TSP you require. Enter the
number of instances based on the number of clusters you need to connect to. You can
also select the Destination Folder to install the TSP.
6.
In the case of multiple instances being selected, the remainder of the installation
wizard requests details related to the first TSP instance.
7.
Enter the Application User ID of the user that was created for the CallManager and
Password (including verifying the Password) required. Enter the IP Address of the CTI
Manager. Click Next.
12
Call Information Module
8.
In the next window enter details of the TSP Media Driver.
9.
Click Next.
The installation progress is displayed.
10. When Installation is complete, click Finish.
11. When prompted, restart your computer for the changes to take effect.
2.2 Configuring the Cisco TSP
1.
From the Start menu, go to All Programs and expand Cisco TSP (32 bit OS) or Cisco
CUCM 9.x and 10.x Configuration Manual for Arc Pro
13
TSPx64 (64 bit OS.)
2.
Select Cisco TSP Configuration.
3.
A window lists the installed TSPs.
14
Call Information Module
4.
To configure the TSP, select it in the TSP list and click Configure.
5.
Ensure that the TSP is the correct version. (The Arc Pro Installation and Configuration
Manual has a compatibility matrix with this information displayed).
6.
Then click the User tab.
7.
Enter the User Name and Password for the Call Manager User that was setup for the
machine.
8.
Select the CTI Manager tab
CUCM 9.x and 10.x Configuration Manual for Arc Pro
15
9.
Enter the Name or IP Address of the Call Manager CTI Manager that you require to
obtain your TAPI information from. A second CTI Manager can be used for resilience if
required and available.
10. Configure the port range required by the media driver.
• From the Cisco TSP program menu described in step 1, select Cisco Media Driver
Configuration.
• Enter a port range that provides your Arc system with enough media channels to
handle the call volume expected of your system. Arc recommends you have 255
media channels by using the range shown above.
• Click OK.
The port range specified must be excluded from any firewall configuration.
11. Reboot all computers that the TSP has been installed on.
TAPI must now be tested independently of Arc Pro. Close down all Arc Pro applications
before performing the tests.
16
Call Information Module
3 Testing TAPI Using Phone.exe
You can test the TAPI wave driver and TSP connections using Phone.exe, which is an
application available from www.Julmar.com (Select the TAPI page and scroll down to TAPI
Soft Phone and then download).
Close down all Arc Pro applications before performing the tests.
1.
Run Phone.exe.
2.
Check that you can view all of the devices configured in your arc user.
3.
Choose a host PBX port and select start session.
4.
Make a call to a telephone. If the call can be made and completed, then the TAPI
configuration is correct. Otherwise, recheck the TAPI settings.
3.1 Starting the CT Server
1.
Open the Arc Connect Server from Start > Programs > Arc Connect > Arc Connect
Server
CUCM 9.x and 10.x Configuration Manual for Arc Pro
17
2.
If you require Music on Hold this must be set on the server. Select Configuration >
Preferences > Call Handling.
3.
Check the boxes you require when music is to be played: either after voice messaging
and/or when an operator puts a call on hold. If you require music between messages
you must select the Enable Gateway Voice Messaging checkbox. Click OK to continue.
4.
Click File > Start CT Server.
A successfully started version 7.x or 8.x Arc Connect CT Server has this status:
18
Call Information Module
A successfully started version 9.x or 10.x Arc Connect CT Server has this status:
PBX or CTI
The server has successfully Connected to the PBX
Config Database
The Server has successfully Connected to the Configuration Database
Log Database
The Server has successfully Connected to the Logging Database
Comms
The Server has successfully found IP Active
3.2 Confirming the Console Operator
1.
Click the Console Connect tab.
2.
Use phone.exe to dial one of the Console Queue locations configured as Console
Queues.
3.
After dialling the call, the Calls Waiting indicator should show one call.
4.
Open the Operator Console and log in as an Operator.
You will see that a call is waiting in the Console Queue.
5.
Press the + key to answer the call.
6.
Press Page Down to put the call on hold.
7.
Press Page Down again to retrieve the call.
8.
Type the number of another extension and press Enter.
A call should be made from the Operator to that extension.
9.
Press Enter again and the call is transferred to the third extension and the Operator
console is free.
3.3 Confirming the Agent
1.
Log in as an Agent
2.
Make the Agent available.
3.
Use phone.exe to dial the ACD Queue location 8502.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
19
4.
Answer the call.
5.
Put the call on hold via the application.
6.
Retrieve the call from the application.
7.
End the call.
8.
See the wrap up time activated.
20
Call Information Module
4 Configuring Access to the Arc CUP Server
The incoming Access Control List (ACL) contains patterns that control which incoming hosts
and domains can access Cisco Unified Presence without authentication.
To to add incoming ACL information in the Cisco Unified Presence database, do the
following:
1.
Go to the Cisco Unified Presence menu, and select Proxy Server > Incoming ACL.
The page Find and List Allowed Incoming Hosts appears.
2.
Click Add New and enter the Description and Address Pattern.
3.
Click Save.
4.
Check the list to confirm that the pattern and description have been added.
CUCM 9.x and 10.x Configuration Manual for Arc Pro
21
22