Configuring Interoperability with External Services

Table Of Contents

Configuring Interoperability with External Services

Contents

Information About Interoperability with External Services

Interoperability with Unified CCX

How to Configure Interoperability with External Services

Configuring Cisco Unified CME to Enable Interoperability with Unified CCX

Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager

Verifying Registrations and Subscriptions in Cisco Unified CME

Re-creating a Session Manager in Cisco Unified CME

Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME

Configuration Examples for Interoperability with Unified CCX

Where to Go Next

Additional References

Related Documents

Technical Assistance

Feature Information for Interoperability with External Services

Configuring Interoperability with External Services

Last Updated: July 5, 2007
First published: June 18, 2007

This chapter describes features in Cisco Unified Communications Manager Express (Cisco Unified CME) that provide support for interoperability between Cisco Unified CME and external feature services, such as Cisco Customer Response Solutions (CRS) with Cisco Unified Contact Center Express (Unified CCX).

Finding Feature Information in This Module

Your Cisco Unified CME version may not support all of the features documented in this module. For a list of the versions in which each feature is supported, see the "Feature Information for Interoperability Feature" section.

Contents

• Information About Interoperability with External Services

• How to Configure Interoperability with External Services

• Configuration Examples for Interoperability with Unified CCX

• Where to Go Next

• Additional References

• Feature Information for Interoperability with External Services

Information About Interoperability with External Services

To configure interoperability, you should understand the following concepts:

• Interoperability with Unified CCX

Interoperability with Unified CCX

Cisco Unified CME 4.2 and Cisco IOS Release 12.4(11)XW2 and later versions supports interoperability between Cisco Unified CME and Cisco Customer Response Solutions (CRS) 5.0 and later versions with Cisco Unified Call Center Express (Unified CCX), including enhanced call processing, device and call monitoring, unattended call transfers to multiple call center agents and basic extension mobility, and IP IVR applications.

The Unified CCX application uses the CRS platform to provide a multimedia (voice, data, and web). Cisco IP IVR functionality is available with Unified CCX and includes prompt-and-collect and call treatment.

The following functions are provided in Cisco Unified CME 4.2 and later versions:

•Support of Unified CCX Cisco Agent Desktop for use with Cisco Unified CME

•Configuration query and update between Unified CCX and Cisco Unified CME.

•SIP-based simple and supplementary call control services including:

–Call routing between Cisco Unified CME and Unified CCX using SIP-based route point

–First-party call control for SIP-based simple and supplementary calls

–Call monitoring and device monitoring based on SIP presence and dialog event package

•Unified CCX session management of Cisco Unified CME

•Unified CCX device and call monitoring of agent lines and call activities in Cisco Unified CME

Provisioning and configuration information in Unified CCX is automatically provided to Cisco United CME. If the configuration from Unified CCX is deleted or must be modified, you can configure the same information in Cisco Unified CME by using Cisco IOS commands.

For first party call control, a route point for Cisco CRS is a peer device to Cisco Unified CME through a SIP trunk. An incoming call to Cisco Unified CME that is targeted to a call center phone is routed to Unified CCX through the route point. The call is placed in a queue and redirected to the most suitable agent by Unified CCX.

Supplementary services such as call hold, blind transfer, and semi-attended transfer are initiated by Unified CCX. Existing SIP-based simple and supplementary service call flow applies except for blind transfers. For blind transfers with Unified CCX as the transferrer, Unified CCX will stay in the active state until the transfer target answers. It drops out only after the transferred call is successfully answered. If the transfer target does not answer when ringing times out, the call is pulled back by Unified CCX and rerouted to another agent. This mechanism also applies when the transfer target is configured with call-forward all or forward no-answer. The forward configuration is ignored during blind transfer.

When a call moves between Unified CCX and Cisco Unified CME because of redirect, transfer, and conference, the SIP Call-ID continues to change. For call control purposes, Cisco Unified CME issues a unique Global Call ID (Gcid) for every outbound call leg. A Gcid remains the same for all legs of the same call in the system, and is valid for redirect, transfer, and conference events, including 3-party conferencing when a call center phone acts as a conference host.

Table 63 contains a list of tasks required to enable operability between Cisco Unified CME and Unified CCX, presented in the order in which the tasks are to be completed. This section contains information about performing tasks in the first 2 steps in this table and procedures for completing step 3.

For configuration information, see the "How to Configure Interoperability with External Services" section.

Table 63 Tasks to Configure Interoperability between Cisco CRS and Cisco Unified CME

Step

Task

Name of Document

1

Verify that Cisco Unified Communications Manager Express (Cisco Unified CME) 4.2 or a later version is installed on the router.

—

2

Configure the Cisco Unified CME router.

Tip Note the AXL user ID, password, and router's IP address.

Prerequisites

3

Configure Cisco Unified CME to enable interoperability with Unified CCX.

How to Configure Interoperability with External Services

4

Install Cisco Unified Contact Center Express (Unified CCX) for Cisco Unified CME.

Cisco CRS Installation Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

5

Perform the initial setup of Cisco CRS for Cisco Unified CME.

Tip When setup launches, you are asked for the AXL user ID and password that you created in Cisco Unified CME. You also need to enter the router IP address.

6

Configure CME Telephony Subsystem to enable interoperability with Unified CCX.

Cisco CRS Administration Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.

7

Create users and assign the agent capability in Cisco CRS.

How to Configure Interoperability with External Services

This section contains the following procedures:

• Configuring Cisco Unified CME to Enable Interoperability with Unified CCX (required)

• Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager (required)

• Verifying Registrations and Subscriptions in Cisco Unified CME (optional)

• Re-creating a Session Manager in Cisco Unified CME (optional)

• Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME (optional)

Configuring Cisco Unified CME to Enable Interoperability with Unified CCX

To configure Cisco Unified CME to enable interoperability between Cisco Unified CME and Unified CCX, perform the following steps.

Note A single Cisco Unified CME can support multiple session managers.

Prerequisites

•Cisco Unified CME 4.2 or a later version

•Cisco IOS Release 12.4(11)XW2 or a later version

•XML API must be configured to create a username for Unified CCX access. For configuration information, see "Configuring the XML API" on page 1005. Make note of the user ID, password, and router's IP address for using during the initial setup of Cisco CRS for Cisco Unified CME.

•Phones to be connected in Cisco Unified CME must be configured. When configuring a Unified CCX agent phone, use the keep-conference endcall command to enable conference initiators to exit from conference calls and end the conference for the remaining parties. For configuration information, see "Configuring Conferencing" on page 665.

•The Cisco Unified CME router must be configured to accept incoming presence requests. For configuration information, see "Configuring Presence Service" on page 843.

Restrictions

•Interoperability between Cisco Unified CME and Unified CCX is restricted to one Unified CCX per Cisco Unified CME.

•Maximum number of active Unified CCX agents supported: 50.

•Support for Multi-Party Ad Hoc and Meet-Me Conferencing features is not provided.

•Only incoming calls from PSTN trunk are supported for deployment of the interoperability feature. Other trunks, such as SIP and H.323, are supported as usual in Cisco Unified CME, however, not for customer calls to Unified CCX.

SUMMARY STEPS

1. enable

2. configure terminal

3. voice call send-alert

4. voice service voip

5. callmonitor

6. gcid

7. allow-connections sip-to-sip

8. no supplementary-service sip moved-temporary

9. no supplementary-service sip refer

10. sip

11. registrar server [expires [max sec] [min sec]

12. end

DETAILED STEPS

Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

voice call send-alert
Example:

Router(config)# voice call send-alert

Enables the terminating gateway to send an alert message instead of a progress message after it receives a call setup message.

Step 4

voice service voip
Example:

Router(config)# voice service voip

Enters voice-service configuration mode and specifies voice-over-IP encapsulation.

Step 5

callmonitor
Example:

Router(config-voi-serv)# callmonitor

Enables call monitoring messaging functionality.

•Used by Unified CCX for processing and reporting.

Step 6

gcid
Example:

Router(config-voi-serv)# gcid

Enables Global Call-ID (Gcid) for call control purposes.

•Used by Unified CCX for tracking call.

Step 7

allow-connections sip-to-sip
Example:

Router(config-voi-serv)# allow-connections sip-to-sip

Allows connections between specific types of endpoints in a VoIP network.

Step 8

no supplementary-service sip moved-temporary
Example:

Router(config-voi-serv)# no supplementary-service sip moved-temporary

Prevents the router from sending a redirect response to the destination for call forwarding.

Step 9

no supplementary-service sip refer
Example:

Router(config-voi-serv)# no supplementary-service sip refer

Prevents the router from forwarding a REFER message to the destination for call transfers.

Step 10

sip
Example:

Router(config-voi-srv)# sip

Enters SIP configuration mode.

Step 11

registrar server [expires [max sec][min sec]]
Example:

Router(config-voi-sip)# registrar server expires max 600 min 60

Enables SIP registrar functionality in Cisco Unified CME.

•expires—(Optional) Sets the active time for an incoming registration.

•max sec—(Optional) Maximum time for a registration to expire, in seconds. Range: 600 to 86400. Default: 3600. Recommended value: 600.

•min sec—(Optional) Minimum time for a registration to expire, in seconds. Range: 60 to 3600. Default: 60.

Step 12

end
Example:

Router(config-voi-serv)# end

Exits configuration mode and enters privileged EXEC mode.

Identifying Agent Directory Numbers in Cisco Unified CME for Session Manager

To specify which directory numbers, associated with phone lines on Unified CCX agent phones, can be managed by a session manager, perform the following steps.

Prerequisites

•Up to eight session managers must be configured in Cisco Unified CME.

•Directory numbers associated with Unified CCX agent phones must be configured. Directory numbers for agent phones must be configured as dual lines to allow an agent to make two call connections at the same time using one phone line button. For configuration information, see "Configuring Phones to Make Basic Calls" on page 165.

Restrictions

•Only SCCP phones can be configured as agent phones in Cisco Unified CME. The Cisco VG224 Analog Phone Gateway and analog and SIP phones are supported as usual in Cisco Unified CME, however, not as Unified CCX agent phones.

•Cisco Unified IP Phone 7931 cannot be configured as an agent phone in Cisco Unified CME. Cisco Unified IP Phone 7931s are supported as usual in Cisco Unified CME, however, not as Unified CCX agent phones.

•Shared-line appearance is not supported on agent phones. A directory number cannot be associated with more than one physical agent phone at one time.

•Overlaid lines are not supported on agent phones. More than one directory number cannot be associated with a single line button on an agent phone.

•Monitored mode for a line button is not supported on agent phones. An agent phone cannot be monitored by another phone.

•For call forward and call pickup, the directory number of an agent cannot forward to a Cisco CRS route point.

SUMMARY STEPS

1. enable

2. configure terminal

3. ephone-dn dn-tag

4. allow watch

5. session-server {session-tag[,...session-tag]}

6. end

DETAILED STEPS

Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

ephone-dn dn-tag
Example:

Router(config)# ephone-dn 24

Enters ephone-dn configuration mode.

•dn-tag—Unique ID of an already configured directory number. The tag number corresponds to a tag number created when this directory number was initially configured.

Step 4

session-server session-server-tag[,...session-server-tag]
Example:

Router(config-ephone-dn)# session-server 1,2,3,4,6

Specifies which session managers are to monitor the directory number being configured.

•session-server-tag—Unique ID session manager, configured in Unified CCX and automatically provided to Cisco Unified CME. Range: 1 to 8.

Tip If you do not know the value for session-server-tag, we recommend using 1.

•Can configure up to eight session-server-tags; individual tags must be separated by commas (,).

•Each directory number can be managed by up to eight session managers. Each session manager can monitor more than one directory number.

Step 5

allow watch
Example:

Router(config-ephone-dn)# allow watch

Allows the phone line associated with this directory number to be monitored by a watcher in a presence service.

•This command can also be configured in ephone-dn template configuration mode and applied to one or more phones. The ephone-dn configuration has priority over the ephone-dn template configuration.

Step 6

end
Example:

Router(config-ephone-dn)# end

Exits configuration mode and enters privileged EXEC mode.

Verifying Registrations and Subscriptions in Cisco Unified CME

Before using the system, verify registrations and subscriptions for Unified CCX endpoints.

Step 1 Use the show sip status registrar command to verify whether session manager and Cisco CRS route points are registered.

Step 2 Use the show presence subscription summary command to verify whether Cisco CRS route points and Unified CCX agent directory numbers are subscribed.

The following is sample output from the show presence subscription summary command. The first two rows show the status for two route points. The next two are for logged in agent phones.

Router# show presence subscription summary

Presence Active Subscription Records Summary: 15 subscription
Watcher Presentity SubID Expires SibID Status
======================== ======================== ====== ======= ====== ======
CRScontrol@10.4.171.81   8101@10.4.171.34 4      3600 0 idle
CRScontrol@10.4.171.81   8201@10.4.171.34 8      3600 0 idle
CRScontrol@10.4.171.81   4016@10.4.171.34 10 3600 0 idle
CRScontrol@10.4.171.81   4020@10.4.171.34 12 3599    0 idle

Re-creating a Session Manager in Cisco Unified CME

Note Provisioning and configuration information in Unified CCX is automatically provided to Cisco United CME. The following task is required only if the configuration from Unified CCX is deleted or must be modified.

To re-create a session manager in Cisco Unified CME for Unified CCX, perform the following steps.

SUMMARY STEPS

1. enable

2. configure terminal

3. voice register session-server session-server-tag

4. register-id name

5. keepalive seconds

6. end

DETAILED STEPS

Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

voice register session-server session-server-tag
Example:

Router(config)# voice register session-server 1

Enters voice register session-server configuration mode to enable and configure a session manager for an external feature server, such as the Unified CCX application on a Cisco CRS system.

•Range: 1 to 8.

•A single Cisco Unified CME can support multiple session managers.

Step 4

register id name
Example:

Router(config-register-fs)# CRS1

(Optional) Required only if the configuration from Unified CCX is deleted or must be modified.

•name—String for identifying Unified CCX. Can contain 1 to 30 alphanumeric characters.

Step 5

keepalive seconds
Example:

Router(config-register-fs)# keepalive 300

(Optional) Required only if the configuration from Unified CCX is deleted or must be modified.

•Keepalive duration for registration, in seconds, after which the registration expires unless Unified CCX reregisters before the registration expiry.

•Range: 60 to 3600. Default: 300.

Note Default in Unified CCX is 120.

Step 6

end
Example:

Router(config-register-fs)# end

Exits configuration mode and enters privileged EXEC mode.

Reconfiguring a Cisco CRS Route Point as a SIP Endpoint in Cisco Unified CME

Note Provisioning and configuration information in Unified CCX is automatically provided to Cisco United CME. The following task is required only if the configuration from Unified CCX is deleted or must be modified.

To reconfigure a Cisco CRS route point as a SIP endpoint in Cisco Unified CME, perform the following steps.

Prerequisites

•Directory numbers associated with Cisco CRS route points must be configured in Cisco Unified CME. For configuration information for directory numbers associated with SIP endpoints, see "Configuring Phones to Make Basic Calls" on page 165.

•Directory numbers associated with Cisco CRS route points must be enabled to be watched. For configuration information, see "Configuring Presence Service" on page 843.

•The mode cme command must be enabled in Cisco Unified CME.

Restrictions

•Each Cisco CRS route point can be managed by only one session manager.

•Each session manager can manage more than one Cisco CRS route point.

SUMMARY STEPS

1. enable

2. configure terminal

3. voice register dn dn-tag

4. number number

5. allow watch

6. refer target dial-peer

7. exit

8. voice register pool pool-tag

9. number tag dn dn-tag

10. session-server session-tag

11. codec codec-type [bytes]

12. dtmf-relay rtp-relay sip-notify

13. end

DETAILED STEPS

Command or Action

Purpose

Step 1

enable
Example:

Router> enable

Enables privileged EXEC mode.

•Enter your password if prompted.

Step 2

configure terminal
Example:

Router# configure terminal

Enters global configuration mode.

Step 3

voice register dn dn-tag
Example:

Router(config-register-global)# voice register dn 1

Enters voice register dn configuration mode to define a directory number for a SIP phone, intercom line, voice port, or a message-waiting indicator (MWI).

Step 4

number number
Example:

Router(config-register-dn)# number 2777

Defines a valid number for a directory number.

Step 5

allow watch
Example:

Router(config-register-dn)# allow watch

Allows the phone line associated with this directory number to be monitored by a watcher in a presence service.

Step 6

refer target dial-peer
Example:

Router(config-register-dn)# refer target dial-peer

Enables watcher to handle SIP REFER message from this directory number.

•target dial-peer—Refer To portion of message is based on address from dial peer for this directory number.

Step 7

exit
Example:

Router(config-register-dn)# exit

Exits configuration mode to the next highest mode in the configuration mode hierarchy.

Step 8

voice register pool pool-tag
Example:

Router(config)# voice register pool 3

Enters voice register pool configuration mode to set device-specific parameters for a Cisco CRS route point.

•A voice register pool in Unified CCX can contain up to 10 individual SIP endpoints. Subsequent pools are created for additional SIP endpoints.

Step 9

number tag dn dn-tag
Example:

Router(config-register-pool)# number 1 dn 1

Associates a directory number with the route point being configured.

Step 10

session-server session-server-tag
Example:

Router(config-register-pool)# session-server 1

Identifies session manager to be used to control the route point being configured.

•session-server-tag—Unique number assigned to a session manager. Range: 1 to 8. The tag number corresponds to a tag number created by using the voice register session-server command.

Step 11

codec g711ulaw
Example:

Router(config-register-pool)# codec g711ulaw

Specifies the codec for the dial peer dynamically created for the route point being configured.

•codec-type—g711ulaw is required for Unified CCX.

Step 12

dtmf-relay sip-notify
Example:

Router(config-register-pool)# dtmf-relay sip-notify

Specifies DTMF Relay method to be used by the route point being configured.

Step 13

end
Example:

Router(config-register-pool)# end

Exits configuration mode and enters privileged EXEC mode.

Configuration Examples for Interoperability with Unified CCX

The following output from the show running-configuration command shows the configuration on a Cisco Unified CME router that will interoperate with Unified CCX.

!
version 12.4
service timestamps debug datetime msec
service timestamps log datetime msec
no service password-encryption
!
hostname sb-sj3-3845-uut1
!
boot-start-marker
boot-end-marker
!
card type t1 0 2
card type t1 0 3
logging buffered 1000000
no logging console
enable password password
!
no aaa new-model
network-clock-participate wic 2
network-clock-participate wic 3
ip cef
!
!
no ip dhcp use vrf connected
!
!
ip dhcp excluded-address 192.0.2.250 192.0.2.254
!
ip dhcp pool ephones
network 192.0.2.0 255.255.255.0
option 150 ip 192.0.2.254
default-router 192.0.2.254
!
!
no ip domain lookup
!
isdn switch-type primary-5ess
voice-card 0
no dspfarm
!
!
!
!
voice service voip
gcid
callmonitor
allow-connections h323 to h323
allow-connections h323 to sip
allow-connections sip to h323
allow-connections sip to sip
no supplementary-service sip moved-temporarily
no supplementary-service sip refer
sip
registrar server expires max 120 min 60
!
!
voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8
!
!
!
!
!
!
!
!
!
!
voice register global
mode cme
source-address 192.0.2.254 port 5060
max-dn 720
max-pool 240
authenticate presence
authenticate register
dialplan-pattern 1 511.... extension-length 4
voicemail 9001
create profile sync 0000347600391314
!
voice register session-server 1
keepalive 300
register-id SB-SJ3-UCCX1_1164774025000
!
voice register dn 1
session-server 1
number 8999
allow watch
refer target dial-peer
!
voice register dn 2
session-server 1
number 8001
allow watch
refer target dial-peer
!
voice register dn 3
session-server 1
number 8101
allow watch
refer target dial-peer
!
voice register dn 11
number 2011
name ep-sip-1-11
mwi
!
voice register dn 12
number 2012
name ep-sip-1-12
mwi
!
voice register dn 16
number 5016
name rp-sip-1-16
label SIP 511-5016
mwi
!
voice register dn 17
number 5017
name rp-sip-1-17
label SIP 511-5017
mwi
!
voice register dn 18
number 5018
name rp-sip-1-18
label SIP 511-5018
mwi
!
voice register pool 1
session-server 1
number 1 dn 1
number 2 dn 2
number 3 dn 3
dtmf-relay sip-notify
codec g711ulaw
!
voice register pool 11
id mac 1111.0711.2011
type 7970
number 1 dn 11
dtmf-relay rtp-nte
voice-class codec 1
username 5112011 password 5112011
!
voice register pool 12
id mac 1111.0711.2012
type 7960
number 1 dn 12
dtmf-relay rtp-nte
voice-class codec 1
username 5112012 password 5112012
!
voice register pool 16
id mac 0017.0EBC.1500
type 7961GE
number 1 dn 16
dtmf-relay rtp-nte
voice-class codec 1
username rp-sip-1-16 password pool16
!
voice register pool 17
id mac 0016.C7C5.0660
type 7971
number 1 dn 17
dtmf-relay rtp-nte
voice-class codec 1
username rp-sip-1-17 password pool17
!
voice register pool 18
id mac 0015.629E.825D
type 7971
number 1 dn 18
dtmf-relay rtp-nte
voice-class codec 1
username rp-sip-1-18 password pool18
!
!
!
!
!
!
!
controller T1 0/2/0
framing esf
clock source internal
linecode b8zs
pri-group timeslots 1-4,24
!
controller T1 0/2/1
framing esf
clock source internal
linecode b8zs
pri-group timeslots 1-4,24
!
controller T1 0/3/0
framing esf
clock source internal
linecode b8zs
ds0-group 0 timeslots 1-4 type e&m-immediate-start
!
controller T1 0/3/1
framing esf
clock source internal
linecode b8zs
ds0-group 0 timeslots 1-4 type e&m-immediate-start
vlan internal allocation policy ascending
!
!
!
!
interface GigabitEthernet0/0
ip address 209.165.201.1 255.255.255.224
duplex auto
speed auto
media-type rj45
!
interface GigabitEthernet0/1
ip address 192.0.2.254 255.255.255.0
duplex auto
speed auto
media-type rj45
!
interface Serial0/2/0:23
no ip address
encapsulation hdlc
isdn switch-type primary-5ess
isdn protocol-emulate network
isdn incoming-voice voice
no cdp enable
!
interface Serial0/2/1:23
no ip address
encapsulation hdlc
isdn switch-type primary-5ess
isdn protocol-emulate network
isdn incoming-voice voice
no cdp enable
!
interface Service-Engine1/0
ip unnumbered GigabitEthernet0/0
service-module ip address 209.165.202.129 255.255.255.224
service-module ip default-gateway 209.165.201.1
!
ip route 192.0.0.30 255.0.0.0 192.0.0.55
ip route 209.165.202.129 255.255.255.224 Service-Engine1/0
ip route 192.0.2.56 255.255.255.0 209.165.202.2
ip route 192.0.3.74 255.255.255.0 209.165.202.3
ip route 209.165.202.158 255.255.255.224 192.0.0.55
!
!
ip http server
ip http authentication local
ip http path flash:
!
!
ixi transport http
response size 64
no shutdown
request outstanding 1
!
ixi application cme
no shutdown
!
!
!
control-plane
!
!
!
voice-port 0/0/0
!
voice-port 0/0/1
!
voice-port 0/2/0:23
!
voice-port 0/3/0:0
!
voice-port 0/1/0
!
voice-port 0/1/1
!
voice-port 0/2/1:23
!
voice-port 0/3/1:0
!
!
!
!
!
dial-peer voice 9000 voip
description ==> This is for internal calls to CUE
destination-pattern 9...
voice-class codec 1
session protocol sipv2
session target ipv4:209.165.202.129
dtmf-relay rtp-nte sip-notify
!
dial-peer voice 9001 voip
description ==> This is for external calls to CUE
destination-pattern 5119...
voice-class codec 1
session protocol sipv2
session target ipv4:209.165.202.129
dtmf-relay rtp-nte sip-notify
!
dial-peer voice 521 voip
destination-pattern 521....
voice-class codec 1
max-redirects 5
session protocol sipv2
session target ipv4:209.165.201.2
dtmf-relay rtp-nte sip-notify
!
dial-peer voice 531 voip
destination-pattern 531....
voice-class codec 1
max-redirects 5
session protocol sipv2
session target ipv4:209.165.201.3
dtmf-relay rtp-nte sip-notify
!
!
presence
presence call-list
watcher all
allow subscribe
!
sip-ua
mwi-server ipv4:209.165.202.128 expires 3600 port 5060 transport udp
presence enable
!
!
telephony-service
no auto-reg-ephone
xml user axluser password axlpass 15
max-ephones 240
max-dn 720
ip source-address 192.0.2.254 port 2000
system message sb-sj3-3845-uut1
url services http://192.0.2.252:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
url authentication http:192.0.2.252:6293/ipphone/jsp/sciphonexml/IPAgentAuthenticate.jsp
cnf-file perphone
dialplan-pattern 1 511.... extension-length 4
voicemail 9001
max-conferences 8 gain -6
call-forward pattern .T
moh flash:music-on-hold.wav
multicast moh 239.10.10.1 port 2000
transfer-system full-consult
transfer-pattern .T
create cnf-files version-stamp 7960 Jun 18 2007 07:44:25
!
!
ephone-dn 1 dual-line
session-server 1
number 1001
name ag-1-1
allow watch
mwi sip
!
!
ephone-dn 2 dual-line
session-server 1
number 1002
name ag-1-2
allow watch
mwi sip
!
!
ephone-dn 3 dual-line
session-server 1
number 1003
name ag-1-3
allow watch
mwi sip
!
!
ephone-dn 4 dual-line
session-server 1
number 1004
name ag-1-4
allow watch
mwi sip
!
!
ephone-dn 5
session-server 1
number 1005
name ag-1-5
allow watch
mwi sip
!
!
ephone-dn 11 dual-line
number 3011
name ep-sccp-1-11
mwi sip
!
!
ephone-dn 12
number 3012
name ep-sccp-1-12
mwi sip
!
!
ephone-dn 16 dual-line
number 4016
label SCCP 511-4016
name rp-sccp-1-16
mwi sip
!
!
ephone-dn 17 dual-line
number 4017
label SCCP 511-4017
name rp-sccp-1-17
mwi sip
!
!
ephone-dn 18 dual-line
number 4018
label SCCP 511-4018
name rp-sccp-1-18
mwi sip
!
!
ephone-dn 19 dual-line
number 4019
label SCCP 511-4019
name rp-sccp-1-19
mwi sip
!
!
ephone-dn 20 dual-line
number 4020
label SCCP 511-4020
name rp-sccp-1-20
mwi sip
!
!
ephone-dn 21 dual-line
number 4021
label SCCP 511-4021
name rp-sccp-1-21
mwi sip
!
!
ephone-dn 22 dual-line
number 4022
label SCCP 511-4022
name rp-sccp-1-22
mwi sip
!
!
ephone 1
mac-address 1111.0711.1001
type 7970
keep-conference endcall
button 1:1
!
!
!
ephone 2
mac-address 1111.0711.1002
type 7970
keep-conference endcall
button 1:2
!
!
!
ephone 3
mac-address 1111.0711.1003
type 7970
keep-conference endcall
button 1:3
!
!
!
ephone 4
mac-address 1111.0711.1004
type 7970
keep-conference endcall
button 1:4
!
!
!
ephone 5
mac-address 1111.0711.1005
type 7970
keep-conference endcall
button 1:5
!
!
!
ephone 11
mac-address 1111.0711.3011
type 7970
keep-conference endcall
button 1:11
!
!
!
ephone 12
mac-address 1111.0711.3012
type 7960
keep-conference endcall
button 1:12
!
!
!
ephone 16
mac-address 0012.D916.5AD6
type 7960
keep-conference endcall
button 1:16
!
!
!
ephone 17
mac-address 0013.1AA6.7A9E
type 7960
keep-conference endcall
button 1:17
!
!
!
ephone 18
mac-address 0012.80F3.B013
type 7960
keep-conference endcall
button 1:18
!
!
!
ephone 19
mac-address 0013.1A1F.6282
type 7970
keep-conference endcall
button 1:19
!
!
!
ephone 20
mac-address 0013.195A.00D0
type 7970
keep-conference endcall
button 1:20
!
!
!
ephone 21
mac-address 0017.0EBC.147C
type 7961GE
keep-conference endcall
button 1:21
!
!
!
ephone 22
mac-address 0016.C7C5.0578
type 7971
keep-conference endcall
button 1:22
!
!
!
line con 0
exec-timeout 0 0
stopbits 1
line aux 0
stopbits 1
line 66
no activation-character
no exec
transport preferred none
transport input all
transport output pad telnet rlogin lapb-ta mop udptn v120
line vty 0 4
password lab
login
!
scheduler allocate 20000 1000
!
end

Where to Go Next

If you are done modifying parameters for phones in Cisco Unified CME, generate a new configuration file and restart the phones. See "Generating Configuration Files for Phones" on page 265.

Additional References

The following sections provide references related to Cisco Unified CME features.

Related Documents

Related Topic

Document Title

Cisco Unified CME configuration

• Cisco Unified CME Command Reference

• Cisco Unified CME documentation roadmap

Cisco Unified Contact Center Express (Unified CCX)

• Cisco Unified Contact Center Express documentation road map

Cisco Customer Response Solutions (CRS)

• Cisco CRS Installation Guide

• Cisco CRS Administration Guide

Cisco IOS commands

• Cisco IOS Voice Command Reference

• Cisco IOS Software Releases 12.4T Command References

Cisco IOS configuration

• Cisco IOS Voice Configuration Library

• Cisco IOS Software Releases 12.4T Configuration Guides

Phone documentation for Cisco Unified CME

• Quick Reference Cards

• User Guides

Technical Assistance

Description

Link

The Cisco Support website provides extensive online resources, including documentation and tools for troubleshooting and resolving technical issues with Cisco products and technologies. Access to most tools on the Cisco Support website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a user ID or password, you can register on Cisco.com.

http://www.cisco.com/techsupport

Feature Information for Interoperability with External Services

Table 64 lists the features in this module and enhancements to the features by version.

To determine the correct Cisco IOS release to support a specific Cisco Unified CME version, see the Cisco Unified Communications Manager Express and Cisco IOS Software Version Compatibility Matrix at http://www.cisco.com/en/US/products/sw/voicesw/ps4625/products_documentation_roadmap09186a0080189132.html.

Use Cisco Feature Navigator to find information about platform support and software image support. Cisco Feature Navigator enables you to determine which Cisco IOS software images support a specific software release, feature set, or platform. To access Cisco Feature Navigator, go to http://www.cisco.com/go/cfn. An account on Cisco.com is not required.

Note Table 64 lists the Cisco Unified CME version that introduced support for a given feature. Unless noted otherwise, subsequent versions of Cisco Unified CME software also support that feature.

Table 64 Feature Information for Interoperability Feature

Feature Name

Cisco Unified CME Version

Modification

Interoperability with External Services

4.2

Enables interoperability between Cisco Unified CME and Cisco Customer Response Solutions (CRS) 5.0 and later versions with Cisco Unified Contact Center Express (Unified CCX), including Cisco Unified IP IVR, enhanced call processing, device and call monitoring, and unattended call transfers to multiple call center agents and basic extension mobility.

Step	Task	Name of Document
1	Verify that Cisco Unified Communications Manager Express (Cisco Unified CME) 4.2 or a later version is installed on the router.	—
2	Configure the Cisco Unified CME router. Tip Note the AXL user ID, password, and router's IP address.	Prerequisites
3	Configure Cisco Unified CME to enable interoperability with Unified CCX.	How to Configure Interoperability with External Services
4	Install Cisco Unified Contact Center Express (Unified CCX) for Cisco Unified CME.	Cisco CRS Installation Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
5	Perform the initial setup of Cisco CRS for Cisco Unified CME. Tip When setup launches, you are asked for the AXL user ID and password that you created in Cisco Unified CME. You also need to enter the router IP address.
6	Configure CME Telephony Subsystem to enable interoperability with Unified CCX.	Cisco CRS Administration Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.
7	Create users and assign the agent capability in Cisco CRS.

	Command or Action	Purpose
Step 1	enable Example: Router> enable	Enables privileged EXEC mode. •Enter your password if prompted.
Step 2	configure terminal Example: Router# configure terminal	Enters global configuration mode.
Step 3	voice call send-alert Example: Router(config)# voice call send-alert	Enables the terminating gateway to send an alert message instead of a progress message after it receives a call setup message.
Step 4	voice service voip Example: Router(config)# voice service voip	Enters voice-service configuration mode and specifies voice-over-IP encapsulation.
Step 5	callmonitor Example: Router(config-voi-serv)# callmonitor	Enables call monitoring messaging functionality. •Used by Unified CCX for processing and reporting.
Step 6	gcid Example: Router(config-voi-serv)# gcid	Enables Global Call-ID (Gcid) for call control purposes. •Used by Unified CCX for tracking call.
Step 7	allow-connections sip-to-sip Example: Router(config-voi-serv)# allow-connections sip-to-sip	Allows connections between specific types of endpoints in a VoIP network.
Step 8	no supplementary-service sip moved-temporary Example: Router(config-voi-serv)# no supplementary-service sip moved-temporary	Prevents the router from sending a redirect response to the destination for call forwarding.
Step 9	no supplementary-service sip refer Example: Router(config-voi-serv)# no supplementary-service sip refer	Prevents the router from forwarding a REFER message to the destination for call transfers.
Step 10	sip Example: Router(config-voi-srv)# sip	Enters SIP configuration mode.
Step 11	registrar server [expires [max sec][min sec]] Example: Router(config-voi-sip)# registrar server expires max 600 min 60	Enables SIP registrar functionality in Cisco Unified CME. •expires—(Optional) Sets the active time for an incoming registration. •max sec—(Optional) Maximum time for a registration to expire, in seconds. Range: 600 to 86400. Default: 3600. Recommended value: 600. •min sec—(Optional) Minimum time for a registration to expire, in seconds. Range: 60 to 3600. Default: 60.
Step 12	end Example: Router(config-voi-serv)# end	Exits configuration mode and enters privileged EXEC mode.

Related Topic	Document Title
Cisco Unified CME configuration	• Cisco Unified CME Command Reference • Cisco Unified CME documentation roadmap
Cisco Unified Contact Center Express (Unified CCX)	• Cisco Unified Contact Center Express documentation road map
Cisco Customer Response Solutions (CRS)	• Cisco CRS Installation Guide • Cisco CRS Administration Guide
Cisco IOS commands	• Cisco IOS Voice Command Reference • Cisco IOS Software Releases 12.4T Command References
Cisco IOS configuration	• Cisco IOS Voice Configuration Library • Cisco IOS Software Releases 12.4T Configuration Guides
Phone documentation for Cisco Unified CME	• Quick Reference Cards • User Guides