UCCX

UCCX Integration with CUCM

Cisco UC (Unified Communication) family has many members – CUCM (CallManager), Unity, UCCX (IPCC Express), CER, CUPS, etc.
UCCX (Unified Contact Center Express) is also known as IPCC Express or CRS (Customer Response System).
Since from version 8.5, UCCX was migrated to Linux platform (just like CUCM). The installation process is very similar to CUCM. However, the use of “Application Administrator” is quite different.

UCCX relies heavily on CallManager. Instead of managing a duplicated set of users, it makes sense for UCCX to “import” users from CallManager and make them call center agents, supervisors, administrators, etc. All UCCX authentication was referred from UCCX server to CallManager server via AXL protocol.

The Steps required to integrate and setup UCCX include:

Adding a new device
Associating a device with a user
Assign an Owner for the Phone
UCCX Initial Configuration
Assign the new Device an IPCC
Build Skills & Assign it
Assign a Supervisor Capabilities to the user
Build CSQ
Build Team
Build Call Control Group
Build Script
Upload the script to the IPCC
Create a Prompt Folder
Add wav file to the prompt folder
Create an Application and CTI Route Point
Add the Ports to the CTI Admin and the Phones to the RMCM Admin
Configure Cisco Unity
Configure Transcoder

This post is based on UCCX version 10.0.1 and CUCM version 9.1.2

Lets Start
First in CUCM we build phones

Then Create Admin User to use for UCCX Administration Page

Then create the Agent and Associate them with the Phone

Then we Configure the Owner in the Phone Side

Now Lets Start the UCCX Side
login by the User that been Created During UCCX Installation

Enter the CUCM IP address and the AXL username & password

Here we will use the 60 Days Demo

Then Activate the License Once it activated the next button will highlight

Press Next at the second page

Now Lets Create Username and Password for AXL, CTI Ports and RMCM

Now after that those users will be created automatically in CUCM
then configure the service Parameter and Language

That is it it will ask you to install the Cisco Unified CCX Desktop Configuration

Now Assign the user i create in CUCM which is UCCX as the UCCX Admin

Verification and like this the initial setup is finish

Now Go Back to CUCM and assign to the User an IPCC Extension so you can see the Agent in the resource of UCCX Resource page

now login to UCCX and go to
Subsystem – RmCm – Resource
you will see the Agent Sync with CUCM already

Now Create Skill and Assign it
Subsystem – RmCm – Skills – Add new : Call Center

you can go to
Subsystem – RmCm – Resource and Assign it one by one
or
Subsystem – RmCm – Assign Skills to do it all at one
lets go by the second option

Now if you go to the User to check it
Subsystem – RmCm – Resource and select the user you see it already become one f his Skills

Now Assign Supervisor Capabilities
Wizard – RmCm Wizard – Add Supervisor
by default all user have agent capability only so all what you need to click on the supervisor and the arrow will move it to the Right Side

Now Lets Build Contact Service Queues
Subsystem – RmCm – Contact Service Queues
Define the Resource Pool Weather it was by Group or Skill
we will use skills for this option

by default the Competence is 5 by default you can create your own
i will use the default

Now lets build the Team
Subsystem – RmCm – Teams
1-Assign Supervisour
2-Assign Agent
3-Assign CSQ

Now Configure Call Control Group
Subsystem – Cisco Unified CM Telephony – Call Control Group

Now if you go to CUCM you will find the CTI Port has been Created
Device – Phone

Now the Big Script
there is a default scrip liberary when you install Cisco Unified CCX Editor which available in C:\Program Files\UCCX Program\Scripts\system\default
our script design to that the agent will recive a call and if they are not available in 30 second the call will forward to the voicemail which include a small configuration in Cisco unity
first login to the software CUCCX Editor which can be downloaded from plugin in uccx web page

the software will open, i used the default script icd.aef to edit
and there is a small button like an Arrow

called new variable
Name the Variable and write the Voice Mail Number that you want to use
in our case we used the name: Voice Mail and the Number : 5555

then Choose an option to forward the call to Voice Mail once it reach 30 second
the delay is 30 second by default so we only need to add the forward option

That is it. now validate the Configuration
Tools – Validate

now Save the script to your PC and upload it
Application – Script Management

now create a wav welcome message and upload it also to the system
you can create a welcome message by iphone and then convert it in your PC, i use WavPad Sound Editor
Application – Prompt Management – en_US folder then Upload

Finally the Application were everything will be collect there and also add a trigger number which is the number will call the whole system
Application – Application Management

Now go back to CUCM and check the user that been created in the initial Setup in UCCX and assign the CTI Port to the CTI Admin and Associate the phones to RmCm Admin

Now the Voice Mail Side
in earlier Article i show you how to configure voicemail https://ccieroot.com/2015/07/11/sccp-integratinon-cisco-unity-connection-with-cucm/
so here i will show you how to create a Distribute List that collect the user of UCCX in one Voicemail inbox so they can check the messages
go to Cisco unity connection – Distribute List – System Distribute Lists Add New

Now Create the Call Handler with the same Variable number that been created in the UCCX which is the Voice Mail Number
in our case is 5555
go to Call Management – System Call Handler – Add new

Then after Save go to Edit – Message Settings
change the Message Recipient to Distribute List and choose your Distribute List

Last thing you need to create a Transcoder since UCCX call will be transferred to CUC
you need to configure it in Router Side and CUCM Side
first configure it in router

Then go to the CUCM to add it
Media Resources – Transcoder – add it and reset

Then Add the Transcoder to a media resource group and a media resource list
Media Resource – Media Resource group

Media Resource – Media Resource Group List

Now Assign the Media Resource List to the Same Device Pool so it will Transcode the Calls
System – Device Pool

And that is it
the System is ready to go

CUC

SIP Integratinon Cisco Unity Connection with CUCM

In an Earlier tutorial I explain how to integrate CUC with CUCM using SCCP Protocol
https://ccieroot.com/2015/07/11/sccp-integratinon-cisco-unity-connection-with-cucm/

Let’s move to the SIP

First Create Trunk to CUC
Device – Trunk
Configure the DevicePool, Location Incoming CSS,IP Address, SIP Trunk Security Profile & SIP Profile

Note: make sure the SIP Trunk Security Profile has the following settings are selected;

Accept Out-of-Dialog REFER
Accept unsolicited notification
Accept replaces header

Second Create a Route Pattern toward the Voice Mail Number which is 5555 in our case
Call Routing – Route/Hunt – Route Pattern
Choose a partition and the SIP Trunk that you just create

Next Step is to configure a Voice Mail Pilot and Voice Mail Profile

Last step is to configure MWI in service Parameter
System – Service Parameter – Choose the Call Manager Server – Call Manager
and Enable the Service Multiple Tenant MWI Modes

Now We Finish the CUCM Part let’s Move to the CUC
First Add the CUCM AXL Server which usable to import the Users from CUCM

Then From Right Corner we chose to add Port Group
here you Decide which protocol you are using weather its SIP or SCCP
in this scenario i choose the SIP
Notice there is no option for Prefix Name like SCCP or MWI Cause SIP use SIP-Notify not MWI Dn

Then Configure The Ports

From Right Side Corner we can check the telephony to make sure no problem exist in the System

now time to import the users

The only last thing is to import user from CUCM
go to Users – Import User
Select Import All or By Choose which user you want to have a Voice Mail

Change their Active Schedule to all hour is a better choice and Change their Password

and now you can test your Calls to the VM Pilot Number or press the envelop Button

CUC

SCCP Integratinon Cisco Unity Connection with CUCM

Long Time No See and Finally im back ;D

In this tutorial, i want to give you an overview what has to be done and configured to integrate Cisco Unity Connection 9 with CUCM 9.
Unity Connection can be integrated with CUCM using 2 methods, SCCP or SIP, the differences and similarities are detailed below:

SIP Integration

Requires a SIP Trunk pointing to Unity Connection
Requires a route pattern to send calls to the SIP trunk
Does not require MWI DNs, uses SIP NOTIFY messages

SCCP Integration

Requires SCCP Ports, along with Line Group, Hunt List & Hunt Pilot
Dedicated DNs for MWI on/off

Both integrations require a VM Pilot and a VM Profile.

i will start by the SCCP in this tutorial

at an earlier tutorial i show you how to configure CUCM to make calls
https://ccieroot.com/2014/11/08/cisco-unified-communications-manager-cucm-initial-setup/

After that we start the integration
First we create the Voice Mail Port
Advanced Featured – Voice Mail – Cisco Voice Mail Port Wizard
Give it a name

Then Choose the number of the Ports

Now Choose Description and Device Pool And CSS and the most important the Security Mode

Now Choose the Beginning Directory Number and Which Partition and CSS it will Contain

After this add it to a Hunt Group which contain the Voice Mail Port

Verification show in the next screen

Now it show the Final Result

Now i need to Add it to a Hunt List and Configure a Hunt Pilot Number in Our Case its 5555

Now Configure my MWI (Message Waiting Indicator) On & Off

last two thing is the VOice Mail Pilot and Voice Mail Porfile

Now We Finish the CUCM Part let’s Move to the CUC
First Add the CUCM AXL Server which usable to import the Users from CUCM

Then From Right Corner we chose to add Port Group
here you Decide which protocol you are using weather SCCP or SIP
in this scenario i choose the SCCP
be careful about the Device Name Prefix it should be the same you choose in CUCM Part which in our case is (CiscoUM1-VI) you can find it under Voice Mail Ports dont put the number next to the name
and Add the CUCM ip address and MWI

Second We Add Port to it
we choose the same number that you choose in CUCM part which is 2

The only last thing is to import user from CUCM
go to Users – Import User
Select Import All or By Choose which user you want to have a Voice Mail

Change their Active Schedule to all hour is a better choice and Change their Password

and now you can test your Calls to the VM Pilot Number or press the envelop Button

Collaboration, ILS, URI

URI Dialing Between Clusters

The last blog was about URI Dialing at the same cluster which an easy step https://ccieroot.com/2014/10/30/uri-dialing/
But when it come between cluster there is another new feature Called ILS “Inter-Cluster Look-up Service”
Inter-Cluster Look-up Service (ILS) is a cluster-wide service in CUCM that when configured on and between CUCM clusters, synchronizes information throughout the “ILS Network”.

So after finishing configure the Basic URI and made Sure it working we start next step by configure the trunk between both publisher

Go to Device – Trunk Add New and choose SIP Trunk and the Device Protocol also SIP and here is the final Look

If you want to use ILS to support intercluster URI dialing, check the Exchange Directory URI Catalogs with Remote Clusters check box in the Intercluster Directory URI Configuration window.
go to Call Routing – Intercluster Directory URI – Intercluster Directory URI Configuration and check the box and choose a name

Before you start to configure the ILS go to the Enterprise Parameter – Change the name of Cluster ID From StandAloneCluster to What ever name you wish in out case it’s CCIEROOT

then go to Advanced feature – ILS Configuration
and make your Publisher as the HUB and configure password and press ok but don’t put IP in the field of Registration Server

in the Other Server you configure it as a spoke and put the IP of the hub in the Registration Server

Then Configure the Route Pattern by going to Call Routing – SIP Route Pattern
from CCIEROOT To ATS and in ATS sever you configure a SIP Route Pattern From ATS to CCIEROOT were the IPv4 Pattern is to our ILS URI Configuration name which was MOTO.LOC

Now you can test the call and it Succeed Between Cluster

URI

URI Dialing

SIP Uniform Resource Identifier (URI) based dialing One of the 9 newest feature for CUCM version 9
This is beyond anything you imagine Finally we will forget about calling each other by extension number and the we will start typing the email ID instead to make a call. Seriously SIP URI can be best compared to an email address such as Aysar.Mohamed@ccieroot.com or Aysar.Mohamed@mynaghi.com.sa . A users can dial the called party via URI if they are using 8961, 9951 or 9971.
make sure you have to upgrade the IP Phone firemware to 9.3.1

A SIP address or SIP URI is a Uniform Resource Identifier written in user@domain.tld format (semantically, much like an e-mail address). It addresses a specific telephone extension. A SIP URI can be automatically imported from LDAP (provided the cluster is integrated with an LDAP server such as a mail or the msRTCSIP-primaryuseraddress attribute.

Configuration Steps:

The user name is case sensitive however host is case insensitive (RFC 3261). This parameter is configurable starting CUCM 9.1 (under Enterprise Parameters – URI lookup policy)

Go to Enterprise Parameter

Then when you import the user from LDAP make sure the URI Map to the appropriate LDAP attribute

Now if you go to the End User Configuration you will find the Filed of Directory URI is your Email

Now Configure a phone and Add Dn as you normally Do then go back to the end user and associate the Device and select the primary DN which you want to bind the Directory URI to it

Now Check the DN

Its automatically bind to the DN

*The Directory URI is put into an automatically generated partition called “Directory URI”. If you wanna call other DN with Directory URI configured, make sure your CSS has the partition Directory URI.*
You can try to make a call now. It only supports on hook dialing for URI dialing, so you press the new call softkey, the press the “A B C” softkey so that you can enter alphanumeric characters.
If you don’t want to call the full directory URI, you want to call without the domain name, make sure you change the following in the Enterprise parameter.

Now let’s Test it by dialing

and yes it’s Calling by dialing the email address aysar.mohamed@mynaghi.com.sa not the extension

Active Directory, CUCM

CUCM integration with Active Directory

When you first finish installing the CUCM the Call Manager use it’s own LDAP Directory of End Users which is nice to use, but in case you work in a company with more than 1000 people it’s insane to add them all. so the preferred way is to integrate CUCM with a corporate LDAP weather it was Linux, OS or Windows. in our case i will show you how to integrate CUCM with Windows Active Directory

from Windows Side all what you need is a user with Administrator Right so you will be able to access the Active Directory

now back to CUCM

first activate the service that help you to Sync Between LDAP and CUCM

Then Go to Cisco Unified CM Administration > System > LDAP > LDAP System to identify what type of LDAP

Check the Box to Enable Sync from the LDAP Server

Now Go Click on System > LDAP > LDAP Directory and click Add New

in this example the Active Directory is my Domain CCIEROOT.COM
the admin user is : aysar.mohamed@ccieroot.com and i put the password for the authenticate with the LDAP
my LDAP Search Base is where i save the user it could be simple as under users. in my case i sync all the user in my domain

and my LDAP ip address is 192.168.200.1

Click on System > LDAP > LDAP Authentication. This will authenticate CUCM End Users using Active Directory instead of the embedded CUCM directory.

at this point your CUCM is ready to Sync so go back to System > LDAP > LDAP Directory and Perform Full Sync

After performing the synchronization the users which were created in Active Directory are now appearing in the CUCM End User

Open one of the users

That is it

Note. for the users that been created on the CUCM before the Sync they will be Disabled. to Solve this issue you need to create users for them in the LDAP Directory and Sync again and they will be hilighted.

CUCM

Installation of CUCM 8.6

yes i reached my second blog thanks god ;D

the first thing that should be taught in the voice track is how to install the application that you are going to use for the rest of your life in case you didn’t get fired of your job afcors

i will show you here how to install the Cisco Unified Communication Manager 8.6 in a very small step

I have a small lab that contain VMWare Machine with ESXI 5.0, Cisco Router that act as an NTP Server you could exchange this by your laptob windows timer and a Switch that all this item connected too

Let’s Start

first prepare your VMWare:

Operating system – Red Hat Enterprise Linux 5 (32 bit).
Processors – at least 2 cores
Memory – dedicate at least 4GB. 2 is enough but in a large environment Better to keep your precaution
HDD – one partition of 160GB
Network Adapter – bridge it directly to the physical one.
CD/DVD – I Already upload the Image to the Storage of the VMWare
Display – Auto

It end looking like this

Now Power the Machine and then it ask you to check the Image on the Cd just press No

After that it will verify the version of the CUCM

Since it’s a New Installation that mean there is no System to apply the patch to so press No

Then Choose the Location you are in

Let the NIC Speed and Duplex determined by the Virtual Machine in case you need to change it in the future

The Most important Part is the DHCP so be careful

We didnt choose DNS since it’s a lab only in most of the installation i attend no one using it except in the biggest scenario

Now Enter the Administrator Username and a Password

Enter the Company Name and City

in case this was not the first server you would press no and enter the cluster configuration which is another blog in the future but for now we would press Yes

Enter here our NTP Server which is our Router IP also it’s my Voice Gateway

This Part is useful later in case i add a subscriber this is the password that I’m going to use

Im not using SMTP here so i press No

Now Enter the user name and password for the Application Administrator

Last Step press the most beautiful Button to complete your mission

Like that it start the configuration go and take a cub of Cappuccino it will take Hours

And Done

just take the Same ip address you used and past it in the Firefox or whatever web browser you are using and login

Then from the Drop Down on the Right Corner Choose Cisco Unified Serviceability and press GO so you can be able to Activate all the Service on the CUCM

and Like That your CUCM 8.6 is Ready to be Configure

SIP

Unable to make outbound call from CUCM to ITSP via sip

Lately I saw this issue appear in many of the SIP Trunk that been provided by some of the ITSP Vendor and let’s not mention any name here I just started to blog ;D

I also face this problem in my site where I can make call to land line, National and international but not a mobile number which appear recently.

The first step is to identify if the calling and called numbers appear to the ITSP in a correct way that lead to a successful call The command is debug voice ccapi inout
In our case the calling and called number was correct so we had to go for the nest step

so the next command is to trace the SIP message in the router and the best command is debug ccsip messages
And it result That the Initial Invite is sent to ITSP SIP-TRUNK with no SDP inside it. you get Back a 183 session in Progress with unsupported ptime in the SDP

And then I receive an error

So The Issue is that I’m sending the INVITE from the call manager (192.168.200.53) with a delayed offer and CUBE forward it to ITSP with the same ( delayed offer no sdp included ) , then 183 session in progress is sent back which start negotiating the codec ( G711 A law is taking Priority in the offer ) but when the 183 reach the CUCM back it send 500 Internal error
Most ITSP I’ve come across requires SIP early offer. They use this to always decide on which codec to offer for the calls.

In an Early Offer, the session initiator (calling device) sends its capabilities (for example, codecs supported) in the SDP contained in the initial Invite (thus allowing the called device to choose its preferred codec for the session).

In a Delayed Offer, the session initiator does not send its capabilities in the initial Invite but waits for the called device to send its capabilities first (for example, the list of codecs supported by the called device, thus allowing the calling device to choose the codec to be used for the session).

Solution:

In normal Setup, ISP forwards SDP messages to client with DTMF instruction so, I can ask My ISP about it, or force the answer by sending My information on My invite.

For enable Early Offer is possible global:

For enable in a Dial-peer:

Root

Category Archives: Collaboration