Upgrade CUCM

Upgrade CUCM 8.6 to CUCM 9

Drive to 9
everyone write about it
This document provides procedures for performing a direct upgrade to Cisco Unified Communications Manager Release 9.1.2 from Releases 8.6.2
i Have the Update ISO and i save it in My File and start my SFTP

you will follow the same step of Updating the Device Package which i show in earlier post https://ccieroot.com/2016/03/10/update-device-package-in-cucm/

Fill the Detail of the SFTP
Here i Choose the Upgrade Package
Screenshot 2016-03-10 20.54.59
And Now the Downloading StartScreenshot 2016-03-10 20.55.57
After Downloading it will ask to Install and give an option to Switch Direct to 9 and Reboot or not
Screenshot 2016-03-10 21.29.42.png
Now the Installation Start
Screenshot 2016-03-10 21.30.21.pngAfter it finish the system will Reboot and Walla your CUCM Reach the 9  ;DScreenshot 2016-03-10 22.37.06.png

9.1.2       ;D

Device Package

Update Device Package in CUCM

Ever face a Problem with Adding a new Model IP Phone to your Environment such as 8845, 8865 ?
will Luckily Cisco always care about her customer and support them with upgrading their device package always
it’s available in the latest Device Package cmterm-devicepack8.6.2.26169-1.cop.sgn Which can be downloaded from Cisco Software download https://software.cisco.com/download/navigator.html?i=!mmd

I will show you the steps to Upgrade your Device Package
First Turn on your TFTP were you have your Device Package
Then Login to your CUCM OS Admin Page
The Choose Software upgrades – Install/Upgrade
Then Fill the Detail of the SFTP in CUCM page
Press Next and choose the Device Package you want
Press Next and the Downloading of the Device package Start5
After the Downloading is done it will ask to Install it

Now After it Finish you need to Restart the TFTP Service
go to Cisco unified Serviceability – Tools – Control Center  Feature Services and Restart the TFTP Service
in case of a big cluster you  need to add the Device Package to each server and Restart them starting by the Publisher
advice always do this after Duty  ;D

and Finally will find that you can add your new IP Phone Model 8845, 8865


Configure DHCP on IOS

this post will walk you through configuring a Cisco Router to serve as a DHCP server for client

I Define two pool one for Data and name it CCIEROOTDATA and second pool for IP Phone Name CCIEROOTVOIP

we define the dhcp pool by the command:
IP DHCP Pool “name”
then define the Network Subnet by Network command
third  Default router which is their Gateway and last is the DNS
for voice we add extra command “option 150” which is the IP Phone TFTP
in our case its also the Publisher IP Address
Then Configure Different VLAN for DATA and VOIP on our CORE Switch
Third we configure two Virtual interface for Each VLAN
Last Configure the Access Port that connect to the User PC & IP Phone

Now Confirm the PC took the Correct IP Address from the Correct VLAN 3000


and IP Phone DX650 took the correct VLAN 3001
Photo Mar 10, 5 55 51 PM

and the TFTP Configuration Showing Correctly
Photo Mar 10, 6 48 52 PM.jpg
The IP Phone Took the Correct IP Address Configuration
Photo Mar 10, 5 59 47 PM

and this is the steps to configure DHCP in IOS


UCCX – Barge Features

Hi today I will show you a new feature of UCCX that I just implemented in Call Center of Hyundai.
In earlier blog I show you how to integrate the UCCX with CUCM

today I will show you the Barge Features.
It allows the Supervisor to monitor Agents in their Team and Participate in the call and listen to the agent conversation with the customer.

From a Barge session, the agent see the call turn to a conference and the Supervisor can then intercept the call and drop the Agent from the call. and the Customer is now talking directly to the Supervisor.

First Enable in the phones for Built-in Bridge

Supervisor DN must have the Monitor CSS populated with a CSS that has access to the Agents DN Partition. it’s configured under the supervisor DN


now the supervisor should open the CAD Cisco Agent Desktop first then the CSD Cisco Supervisor Desk



Now Check the Agent That have a cal for example Agent7HYD have outgoing call to 7403

Select the Call and then go up you will see the button Barge-in Press it and suddenly the call turn to a conference


also you can intercept the call which result that the Agent7HYD will be Drop from the call and Supervisor Agent1HYD will be talking directly to the Customer 74037

The Same Configuration for CDA Cisco desktop Agent will go for the Cisco Finesse.


Cisco Jabber, Uncategorized

Installing and Configuring Cisco Jabber on IPhone

Long Time No See  ;D
i think by now everyone realize that cisco product Jabber Voice cant be downloaded in IPhone anymore which affect everyone as there EOL9796 – Amended
Cisco announces the end-of-sale and end-of-life dates for the Cisco Jabber Voice for iPhone. The last day to order the affected product(s) is January 31, 2015.

and i never cared after that till last week my manager Mr.Anas Aldeiri was in vacation and request to have his extension in his phone by any mean  and i start to keep looking and found out that there is another Cisco Jabber.
the New Cisco Jabber provide you by Chat, Phone Service, Conference and share photo

Last Post i show you how to Install & Configure IM and Presence 9.1 with CUCM 9.1 The Next step is to configure Jabber which can be done in a simple steps

First Just like you Adding a Normal Phone
Device – Phone – Add New
Cisco Dual Mode for iPhone
Then for IPhone Name Always start with TCTname and you should choose the Owner and the Primary Phone and the Digest User

Also enable video cause it’s disable by default

Second Add the Directory Number and Associate the Phone with the User

After that go to the User Option and Add the phone to the User

Now your Device is Ready go in your IPhone and Download from APP Store the Application Called : Cisco Jabber
2016-01-23 13.54.22

Please Excuse My Phone i dont Look at Email or SMS Alot
the APP Store Icon in Left Corner Down
2016-01-23 13.54.43.png

Now i Open the Application and Enter the Advanced Setting to Configure my IM Presence Option. you also can configure Phone Service Only or Webex
in Our Case My IM Presence IP Address is and CUCM is

2016-01-23 12.19.53

Then Save and Back to Login Option
Put the Username and then Continue for Password Input

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Finally I’m Done and You Can See i’m Available

2016-01-23 12.20.29.png

Then Let me Choose Contact to add my College Coco Test1 and Add him to a Company Group, I can also add him to my Favorite

2016-01-23 12.20.402016-01-23 12.20.452016-01-23 12.20.522016-01-23 12.21.032016-01-23 12.21.142016-01-23 12.24.16
I Click in the Right Arrow i can Call and Chat with my College COCO Test1 which he have Jabber in his PC

2016-01-23 12.25.14
2016-01-23 12.24.502016-01-23 12.25.202016-01-23 12.25.46
I have the Ability to Hold, Transfer and make Conference

2016-01-23 12.25.34

Inside the Chat i have the option to Send a Picture too

2016-01-23 12.27.48

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You can also have video call
File Jan 24, 5 13 50 PM

Also show me My Recent Call 2016-01-23 12.29.13

and the Status of my Jabber

2016-01-23 12.29.40

And Just Like That I made my Manager Happy


IM and Presence Integration with CUCM

Cisco Unified Instant Messaging (IM) and Presence is now better known as Cisco Unified Communications Manager IM and Presence (Cisco Unified CM IM and Presence). This is due to the integration of Cisco Unified Presence technology with Cisco Unified Communications Manager for Release 9.0 and later.

I will guide you through the installation
List of Software:
Cisco Call Manager 9.1.2
Cisco IM and Presence 9.1.1

let start by CUCM Side
first configure the SIP Trunk Security Profile
System – Security – SIP Trunk Security Profile – Copy the Non Secure SIP Trunk Profile –
Accept presence subscription
Accept out-of-dialog refer
Accept unsolicited notification
Accept replaces header

Then Configure SIP Profile
Device – Device Settings – SIP Profile – Copy the Standard SIP Profile
Allow Presentation Sharing using BFCP


Now Create Trunk to IM and Presence Server
Device – Trunk




Configure User Service
User Management – User Settings – UC Service – Add Cti, Directory & Presence

When it comes to Directory Integration for user lookup there are two options, EDI and UDS.

EDI – Enhanced Directory Integration requires no configuration by default. If you install Cisco Jabber for Windows on a workstation that is registered to an Active Directory domain, Cisco Jabber for Windows automatically discovers the directory service and connects to a Global Catalog in the domain.

UDS – User Data Service is an interface in Cisco Unified Communications Manager that makes contact information available to Cisco Jabber for Windows.

No server configuration is required for UDS. You create your directory source in Cisco Unified Communications Manager and then synchronize the contact data to Cisco Unified Communications Manager. After the synchronization occurs, your contact data resides in Cisco Unified Communications Manager. Cisco Jabber for Windows then automatically connects to UDS and performs all contact resolution.



Configure Service Profile
User Management – User Settings -Service Profile
User data service is a service that provide access to user informatin stord in the CUCM backend storage. Check the check box if select to use the UDS service provided in CUCM for the directory lookup instead of external directory.


Create the jabber-config.xml global configuration file.
you can use Jabber Config File Generator to do that or use mine
The following config file enables screen capture, file transfer and video. Potentially malicious files are blocked for file transfer such as exe, msi etc.
UDS is specified to use the Call manager as user search database which I will use in my document.
you can use Jabber Config File Generator to do that
Cisco File Generator:
Available by one of Cisco Web Page member Szelenka





Upload the file to all TFTP servers, be sure to restart the tftp service on Pub/Subs.

Now Create the User and Assign the Service Profile to it


Now Create the Jabber Client
Device – Phone
Create a Client Service Framework Device. This is the softphone/desktop sharing used in Jabber for Windows. name it CSFuserid.





Goto the end user page. Add the CSF device and any desk phones to the end users device associations.
Add the Standard CTI Enable group.



Last Part in CUCM Side is Service Parameter Configuration
System – Service Parameter – Choose the Server – Cisco Call Manager
Default Inter-Presence Group Subscription : Allow Subscription
IM and Presence Publish Trunk : IM (the trunk i configure earlier)


Now Let’s Move to CUPS Side
First start the initial Setup
login to Administrator Applications
Put the CUCM name and IP Address and put the username and password for AXL Admin

Then put the security password for the CUCM Cluster dirung cucm installation


Now press the Home Button so you can go to the Home Page of the Server and like that the initial setup is done

First Step to activate the service of the Server
go to Cisco Unified IM and Presence Serviceability in the right corner
Tools – Service Activation
Activate all services

Second we go back to the Administration Page
and we need to change the Name of the Server to an IP plus Change the Domain Name
we need to stop 3 Services Before changing the Domain Name
1- Cisco Presence Engine
2- Cisco SIP Proxy
3- Cisco XCP Router


Now we Change the Domain NameSystem – Cluster Topology – Settings
Change the IM and Presence Domain

Now Change the IM Name to an IP Address
System – Cluster Topology – DefaultCUPSubcluster – im (which is the name)
Change the Fully Qualified Domain Name/IP Address Filed

Now Add A Gateway which is the CUCM Publisher
Presence – Gateway

Now Create the CCMCIP Profile and Add User to it
Application – Legacy Client – CCMCIP Profile

Make Sure the Connectivity Between CUCM & IM is working Fine
System – CUCM Publisher


To Check Everything Else also
Diagnostics – System Troubleshooter
if you find any red or alarm it provide you by a solution too

Now all this finish need to check by turn jabber on
Enter the IP Address of IM Server and the Domain Name



To Add Someone i need to type their names and Add them to a Group



Now i Can Chat with my Friend Wahid Danial and Video Call him

Note. The Second Video is not working Because the second labtob has no Cam beside Wahid is a Shy Person ;D


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
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