Table of Contents. Installation and Administration Guide

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2 Table of Contents PRODUCT OVERVIEW... 4 REQUIREMENTS... 4 Application Requirements... 4 Call Manager... 4 Call Manager Express... 4 Network Connectivity... 4 Using Phone Remote with Call Manager 8 and Above... 5 INSTALLATION PROCESS... 6 Loading Phone Remote... 6 APPLICATION USE... 8 Launching Phone Remote... 8 Licensing Phone Remote... 8 Selecting Connection Method for Phone Control Call Manager Administrator/AXL User Call Manager Express / UC 500 XML User Call Manager End User with Device Association SETTINGS Software License Information/Deactivation Submit Feedback Program Version and Manual Upgrade Check DEVICE SEARCH Call Manager Search Call Manager Drill Down USE OF REMOTE CONTROL FEATURES Sending Key Strokes Screen Updates Phone Screen Captures Ping and Trace Tool Edit Phone Settings Tool Compare Settings Tool Keystroke Macros Phone Statistics Command History

3 Table of Contents Monitoring Port Setup Monitoring Settings Changing the Monitoring Device Multi-View Device Search Drill Down Search Device Control Views Save/Load Groups COMMAND LINE OPTIONS Command Line Examples APPENDIX A: CALL MANAGER PREREQUISITE CONFIGURATION APPENDIX B: CALL MANAGER CONFIGURATION FOR END USER CONTROL APPENDIX C: INTEGRATED CALL MANAGER EXPRESS/ UC 500 CONFIGURATION APPENDIX D: DIRECT PHONE CME/UC 500 CONFIGURATION APPENDIX E: CALL MANAGER CONFIGURATION FOR REMOTE AUDIO MONITORING AUTHENTICATION URL TROUBLESHOOTING THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS" WITH ALL FAULTS. VOIP NTEGRATION AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM ACOURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL VOIP INTEGRATION OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF VOIP INTEGRATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Copyright 2014, VoIP Integration, Inc. All rights reserved. 3

4 PRODUCT OVERVIEW REQUIREMENTS VoIP Integration is a desktop application that allows you to take control of one or many Cisco IP phones from anywhere with network connectivity. Key strokes are sent to the phone and are interpreted as if the user physically pressed the key on the phone. Phone Remote displays screen updates in near real-time showing you what is being displayed on the remote phone. Application Requirements Windows PC with Microsoft Dot Net 4.0 or greater 2 Gb Memory Note: Call Manager When using Call Manager Administration User: Call Manager 5 and later (Tested on Call Manager 5 through 10) Call Manager user with AXL, RIS and User Admin permissions AXL Service activated and running on Call Manager Server When using End User with Device Association: Any version of Call Manager with functional Phone Authentication Call Manager /End User name and password or Call Manager Express URL Authentication Username and Password Call Manager Express Phone Remote supports Call Manager Express for searching and controlling phones: Call Manager Express version 4+ / UC 500 Requires XML username and password & URL Authentication Network Connectivity IP phone must have Web Access enabled The PC running Phone Remote must be able to connect to the phone on TCP port 80 The PC running Phone Remote must be able to connect to Call Manager on TCP port 8443 (For control with CM Admin user) The phone must be able to reach its Authentication URL (See the troubleshooting section for more information) So long as the above network requirements are met, Phone Remote works through NAT and across VPN. 4

5 Using Phone Remote with Call Manager 8 and Above Call Manager 8 introduced Security by Default, a feature that provides the ability for phones to authenticate securely via HTTPS. The Authorization URL (found under System -> Enterprise Parameters) must be reachable from the phone; otherwise it will deny requests from Phone Remote. If you have HTTPS settings in the Secured Authentication URL field, the phone will always prefer this over the non-secure URL Authentication setting. If the phone is not configured for CAPF (Certification Authority Proxy Function), then the phone will fail when attempting to access its configured HTTPS Authentication URL. Note: If not using encryption within your cluster, then it is recommended to clear out the default settings under System -> Enterprise Parameters -> Secured Phone URL Parameters (as in Figure 1-1). Figure 1-1: *For more on Authentication URL configurations, refer to the Authentication URL Troubleshooting Guide section. 5

6 INSTALLATION PROCESS Loading Phone Remote To begin the installation, download the installer from our website at Open the downloaded file. Figure 2-1: Click Next> to proceed with the installation. Figure 2-2: Enter the installation path you would like Phone Remote installed in and click Next>. 6

7 Figure 2-3: To complete the installation, click Install. Figure 2-4: When the install has completed, click Finish to close the installer. 7

8 APPLICATION USE Launching Phone Remote Step 1 Step 2 Navigate through Windows Start->Programs->VoIP Integration Tools->Phone Remote Open Phone Remote. Phone Remote will check for available updates at startup it is strongly recommended that you proceed with the update if one is found. Licensing Phone Remote During the initial launch of Phone Remote, you will be prompted to install a software license. If you don t have a license, click on the appropriate link to purchase one or request an evaluation license. Figure 3-1: Once you have acquired a license, click Install License File. 8

9 Figure 3-2: Browse to or enter the path to the license file and click Next. Figure 3-3: Once loaded, you can activate the license automatically if your computer has access to the internet. If you are unable to activate directly from your computer you can always activate the license by visiting on a computer with internet access or over the phone by calling and selecting option 3. 9

10 Selecting Connection Method for Phone Control Phone Remote provides for two mechanisms of phone control: Connect to Call Manager to search for a device by its extension, description, or MAC address. Connect directly to the phone via its known IP Address with Call Manager end user credentials that is associated to the device. The connection settings can be saved for multiple clusters or phones for faster connections. If the Default Cluster setting is checked while configuring a cluster, Phone Remote will connect automatically to that cluster on startup and go directly to its Devices search page. Figure 3-4: Example Call Manager Administrator/AXL User It is recommended to confirm you have met the requirements for enabling AXL and assigning permissions. See Appendix A for required configuration. Step 1 Step 2 Step 3 Step 4 Step 5 Click the Call Manager AXL User / CME XML User connection method In the Username field, enter the username with Admin/AXL permissions In the Password field, enter the password Click Save to add it to the list of clusters for future use. (Optional) Click Connect Status Box will indicate a successful connection and display the IP address and version of the connected Call Manager. 10

11 Call Manager Express / UC 500 XML User Connecting to a phone with Call Manager Express XML credentials requires that CME be configured with the same URL Authentication and XML username and password. See Appendix C for required CME configuration. Step 1 Step 2 Step 3 Step 4 Step 5 Click the Call Manager AXL User / CME XML User connection method In the Username field, enter the end user username. In the Password field, enter the end user password. Click Save to add it to the list of clusters for future use. (Optional) Click Connect The status will indicate a successful connection to the Call Manager Express/UC500 router. Call Manager End User with Device Association Connecting to a phone with End User credentials requires that you know the phone s IP address and have a Call Manager End User associated to that device. Step 1 Step 2 Step 3 Step 4 Step 5 Click the Direct to Phone connection method In the Username field, enter the end user username. In the Password field, enter the end user password. Click Save to add it to the list of clusters for future use. (Optional) Click Connect. 11

12 SETTINGS Table 4-1: Program Settings Program Setting Description Refresh Screen After Each Key Press CTI Refresh Delay Auto Refresh Rate Connection Protocol Default Startup Form Default Search Method Display Screen Download Progress Background Color Call Detail Records Format Logging SysLog Server SysLog UDP Port Monitoring Warning Monitoring Text Message Enable or disable automatic screenshot retrieval after every key press. Sets the delay (in milliseconds) for requesting a screen update after sending a key command via CTI. Set the interval (in seconds) of the automatic screen updates. Set the connection protocol to use for sending keystrokes to the phone. Set the initial screen Phone Remote opens to. Select the default search page that appears on the Devices page. Enable or disable the screen download progress bar. Select the background color of the Phone Remote window. Default is Transparent. Select the format of CDR records retrieved from device. Disable or select the type of logging for SysLog Server. IP address of SysLog server to send logging to. UDP Port number for logging. Disable or select type of warning when monitoring is initiated. Use the default message or create a custom message for your monitoring warning. 12

13 Software License Information/Deactivation Displays license information and status. To deactivate a license, click Deactivate. Follow the instructions to correctly uninstall and remove the license to make it available for reactivation on another machine. Submit Feedback The feedback form can be used to notify us of feature requests or software bugs. We value the comments from our user base and consider all feature requests so please let us know what you might like to see added in the future. Figure 4-1: Program Version and Manual Upgrade Check The Program Version section displays the current version you are running, along with its release date, and allows you to enable or disable the automatic upgrade check at program startup. Click Check Now to manually check for available upgrades. Figure 4-2: 13

14 DEVICE SEARCH Call Manager Search The Call Manager Search feature allows you to search Call Manager for a specific device or devices based on 3 search criteria: Extension, Description or Device Name. Figure 5-1: Search criteria for the specific phone search include: Extension (Begins With) Description (Contains) Device Name (Contains) Note: You may click the dropdown to toggle the search criteria between OR / AND. The results of the search are available in the list of devices. Select the desired device by double-clicking the device or clicking the Control Device button. 14

15 Call Manager Drill Down The Call Manager Drill Down feature allows you to search for a phone by selecting it from specific groups of Call Manager settings and device characteristics. Figure 5-2: The search window displays the count of phones in each criterion (Figure 5-2) and can be expanded to show the individual devices. Once you have found the device you want to control just double click on the device or click Control Device. The list of categories contains: Line 1 Partition Device Calling Search Space Line 1 Calling Search Space Device Pool Location Line 1 Directory Number Model 15

16 USE OF REMOTE CONTROL FEATURES 3 Remote Phone Screen Layout ( series skin) Table 6-1: Figure 6-1: Remote Phone Screen Layout Item Description Feature 1 (8961- Phone Screen Actual screen as displayed on remote phone 2 MWI Message Waiting Indicator Link to Phone Web Page Opens a browser window to the remote phone 4 series Link to Device Settings Page Opens a browser window to the device settings page for this skin) phone in Call Manager Administration. 5 Phone Model Displays model of remote phone 6 Capture Button Captures displayed screen image and saves to a local jpg file. 7 Refresh Button Retrieves and displays current screen of remote phone 8 Clusters Button Opens the Cluster Connections screen 9 Device Search Button Opens the Device Search screen 10 Settings Button Opens the Settings screen 11 Macro Tab Button Opens the Macro tools tab 12 Stats Tab Button Opens the Device stats tab 13 History Tab Button Opens the Phone Remote Keystroke History tab 14 Ping and Trace Button Opens the Ping and Trace Tool 15 Edit Phone Settings Button Opens the Edit Phone Settings Tool 16 Compare Settings Button Opens the Compare Settings Tool 17 Multi View Button Opens Multi-View window 18 Audio Monitor Enables/Disables Monitoring 19 Call History Button Opens call history screen 16

17 Phone Remote incorporates several device skins to cover the following range of supported Cisco IP Phone Models: Sending Key Strokes Keys may be sent to the phone as if the end user pressed the key. You can utilize the on-screen keys or press one of the following keyboard shortcuts: Table 6-2: Keyboard Shortcut Key Pressed on Phone F1 Soft Key 1 F2 Soft Key 2 F3 Soft Key 3 F4 Soft Key 4 F5 Soft Key 5 0,1,2,3,4,5,6,7,8,9, *, # 0,1,2,3,4,5,6,7,8,9, *, # Ctrl 1 Line 1 Ctrl 2 Line 2 Ctrl 3 Line 3 Ctrl 4 Line 4 Ctrl 5 Line 5 Ctrl 6 Line 6 Ctrl 7 Line 7 Ctrl 8 Line 8 h Headset m Mute S Speaker?? Up, Down, Left, Right Up, Down, Left, Right Enter Select / Speaker* Note: On phone models with the navigation Select button, Enter is select; on older phones without a Select button, Enter functions as the speaker button. Screen Updates Screen updates may be configured in either Program Settings or, once connected, by right-clicking the refresh button (Figure 6-2) or the screen. The option Refresh After Every Key will download the screen capture from the phone after each key is sent to the phone. 17

18 Auto Refresh Rate can be adjusted to attempt to update the screen at a selected interval (seconds). Depending on your network and how busy the phone is, the screen may not update at the selected rate. You may also click the Refresh button at any point to refresh the current screen capture. Figure 6-2: CAUTION: The phone s ability to respond to requests for screen captures may affect current call quality on some slower model phones. Care should be taken with rapid screen captures on phones in use. It is not recommended to add additional processing load to phone if troubleshooting QoS issues. Phone Screen Captures The Capture button takes the screen as currently displayed on Phone Remote and saves the image as jpg in the Screen Captures directory. (Default C:\Program Files\VoIP Integration\Phone Remote\Screencaptures\) Right click the Capture button to access the Capture menu (Figure 6-3). Figure 6-3: 18

19 Table 6-3: From the menu you have the following options: Task Capture to Clipboard Open Image Directory Capture and View Image Capture and Edit Image View Last Image Edit Last Image Description Captures the currently displayed image on the Phone Remote screen to the windows clipboard. Opens a new explorer window into the screen captures directory Captures the currently displayed image on the Phone Remote screen. Image is viewed in your default picture viewing software. Captures the currently displayed image on the Phone Remote screen. Image is opened in Microsoft Paint for editing. Last screen capture is shown in your default picture viewing software. Last screen capture is opened in Microsoft Paint for editing. Ping and Trace Tool The Ping and Trace Tool is a network testing and verification tool. The ping tool allows you to ping the phone that you are connected to with either a group of 5 pings or a string of continuous pings. The trace tool will show you the network path between the PC running Phone Remote and the device that you are connected to. Figure 6-4: 19

20 Edit Phone Settings Tool The Edit Phone Settings tool allows the user to edit basic Call Manager settings on the device and lines directly from Phone Remote. Figure 6-5: Compare Settings Tool The Compare Settings tool allows you to compare device or line settings of the device you are connected to with any other phone in the same cluster. You can choose to compare all of the settings (Figure 6-6) for the selected devices or limit the view to configuration settings which are different. Figure

21 Link to Phone Web Page Clicking on the phone icon on the top left of the screen will open a web browser to the phone s web page. Figure 6-7 Link to Call Manager Device Settings Page If connected to the phone via the Call Manager connection method, the device name in the top left of the phone screen will become a link to the device s settings page within Call Manager Administration. Figure 6-8 Note: Link to Call Manager not available when connecting via Direct to Phone. Table 6-4: Macro Options Feature Editor Send Help Call Text Message EM Login Keystroke Macros Opening the Macro and Command Window will display the available Keystroke Macro options. Description Customize and save your macros Sends the keystroke macro Displays macro options Allows you to specify a phone number to be called to. Clicking Call Me or pressing Enter after inputting the phone number will dial on speakerphone. This feature allows you to send a text message to the phone you are connected to. Logs in to an Extension Mobility profile. EM Logout Multicast Logs out of the Extension Mobility profile. The multicast macros allow you to instruct a phone to begin transmitting or receiving multicast audio. This is a useful feature to assist in troubleshooting multicast across the network. The Multicast address and port must be specified as <IP Address>:<Port>[:<Volume>] within the multicast range. Note that Volume is for receiving multicast only. 21

22 Keystroke Macros (Figure 6-9) allows you to send a series of commands to the phone in the specified order. Common functions such as phone restart and reset, Factory Erase and Erase ITL file are easily accessed with pre-programmed macro buttons. The Keystroke Macro Editor (Figure 6-10) gives you the ability to create and save customized macros to perform tasks as desired. To create a new macro, click Create New Macro, select the key/function in the right box and double-click or click the left arrow to move the key/function to the selected macro. The macros are automatically saved to the Keystroke Macros list and can be utilized on any phone (support for keys/functions vary per phone model). Figure 6-9 Figure 6-10: Macro Editor 22

23 Phone Statistics The Stats tab shows phone, network and RTP Stream information. Stream statistics for a call can be manually or automatically refreshed. Figure 6-10: Command History The Command History tab shows a log of keys sent to the phone along with any pending keys still waiting to be sent. Figure 6-11: 23

24 Monitoring In order for the Monitoring feature of Phone Remote to function, you will need to first make changes in Call Manager to facilitate a monitoring stream between a remote phone and a CTI Port. Refer to Appendix E to follow the step-by-step instructions in CallManager Administration to create a CTI Port and enable monitoring. Note: Port Setup After you have created a CTI Port and enabled monitoring, you will need to configure Phone Remote as the CTI port in order to receive the monitoring stream. Key in the name of the CTI Port you have created along with a source port number. This will arrange for your PC to receive the stream as the CTI Port discreetly calls the remote device and bridges the call. To configure another device to receive the monitoring stream, specify the device name (as configured in Cisco Unified Communications Manager) under Phone Configuration. The monitoring device cannot also be the device being monitored. Monitoring Settings In the Settings section of Phone Remote there are two preferences for Remote Audio Monitoring warnings: Monitoring Warning provides the option of alerting the local and/or remote device when monitoring initiates by play a tone during the call and/or sending a text message to the device. Monitoring Text Message permits you to create a message to display on the screen which is being monitored. This message will be displayed on the Cisco phone s LCD when monitoring is started and must be removed by the user or through remote control. Changing the Monitoring Device The monitoring destination can be set by right-clicking the Monitoring tool icon and selecting Monitor Device -> Computer or Phone. 24

25 Multi-View Device Search In Multi-View, the Device Search pane allows you to search for specific devices you would like to control. Click Search to view all devices in the cluster or, to find a specific device, adjust Search Type and include keywords. Figure 6-12: To add a device for control, double-click the device name. To remove a device from the group, click the x in the top right corner of its window or select the device and press the Delete key on your keyboard. Drill Down Search The Drilldown Search allows you to search for a phone by specific groups of Call Manager settings and device characteristics, such as Partitions, Device Pool, Calling Search Space, etc. To add phones from this search, double-click or click Add Device. To add all phones from an entire subcategory, for example a specific partition, right-click the subcategory and select Add to Multi Screen (Figure 6-13). Figure

26 Figure 6-16 Device Control To take control of a particular phone in a group, click the image of the device screen. You can select multiple phones in the group by holding Ctrl on your PC s keyboard and clicking the desired devices. To identify which devices are currently selected, the screens windows become highlighted (Figure 6-14). Figure 6-14 To select all, press CTL + A on your keyboard, or to select multiple phones which are grouped together, click off of a phone screen, hold, and drag to draw a perimeter (Figure 6-15) around the phone screens which are to be selected. 26

27 Figure 6-15 After releasing, the selected phones will become highlighted (Figure 6-16). To deselect, click off of the screens or press CTL + D, or to remove these phones from the group, simply click Delete on your PC s keyboard. Views You can customize Multi-View to include the tools you need for optimal troubleshooting or training. By default, Device Search and the keypad are open if you are connected to a cluster. If you aren t, Clusters view and the keypad are. You can use the toolbar to open or close the views you would like to include or exclude from your window. Figure 6-17: Toolbar Screens Clusters View Device Data Table Keypad Command History You can incorporate: 27

28 Cluster Connections Drill Down or Device Search Keypad Command History Phone Screens Device Data Table (Horizontal/Vertical) Save/Load Groups To refer back to a particular group of phones, you can save selected or all devices in the Screens view by going to File->Save Group->All or Selected. This enables you to revisit one or more specific groups of phones without the need to search for and individually add them to Multi-View again. To load a saved group, go to File->Load Group and select the desired group. For additional groups, simply repeat the loading process. COMMAND LINE OPTIONS Phone remote can be invoked with several command line options. Command Line Option -extn. or -e -desc or -d -name or -n Required Value <extension> <description> <device name> -phoneip <Phone IP Address > -cmip <Call Manager IP Address> -u <username> -p <password> Note: If a default cluster saved within Phone Remote the cmip, username and password are not required. Option must have a space between selected option and value. Using command line options require either that the connection be saved or that the phone or call manager IP address, username and password be specified. If cluster settings have been saved any command line connection options (-phoneip, -cmip, -u or -p) will override the saved settings for the single connection only. 28

29 Command Line Examples Command Line PhoneRemote.exe -extn Result Search for phones with extension PhoneRemote.exe -e PhoneRemote.exe -desc bob PhoneRemote.exe -d bob PhoneRemote.exe -name D541 PhoneRemote.exe -n D541 PhoneRemote.exe -cmip u ccmadministrator -p cisco -e PhoneRemote.exe -d bob -e 1001 Search for phones with description containing bob Search for phones with the Name containing D541 Connect to Call Manager server at IP address with username ccmadministrator, password cisco and search for phone with extension Search for all phones with description containing bob who has extension 1001 on the phone If a single device matches the search criteria, Phone Remote will automatically connect to that device. 29

30 APPENDIX A: CALL MANAGER PREREQUISITE CONFIGURATION Step 1 Step 2 Step 3 Step 4 Step 5 AXL Service For Phone Remote to function with Call Manager you will need to ensure you have the AXL service active and running on your server. To confirm you have the AXL service running: Use a web browser to access the Call Manager Serviceability web page ( Manager>/ccmservice) Select Tools > Service Activation menu Under the Database and Admin Section, ensure that the Cisco AXL Web Service is activated. If not, click the checkbox and then click Save at the top of the page. Select Tools > Control Center - Feature Services menu Ensure that the Cisco AXL Web Service is running. If not, click the radio button and then click the start service button at the top of the page. Service Activation Control Center Feature Services 30

31 AXL User You may choose to use a Call Manager administrator username and password with Phone Remote or assign the required permissions to new or existing users. Any user who has the group membership of Standard CCM Super Users will be able to use Phone Remote to search and control phones without adding the following process. Step 1 Step 2 Step 3 If you choose to add a user new group for permissions and want to restrict permissions to the minimum required. You will need to work through the following process. This new group can then be added to new or existing end users in Call Manager. From within Call Manager Administration, select User Management Select User Groups Click Add New Step 4 Step 5 Step 6 Enter a User Group name such as AXL Access, for example Click Save Select Assign Role to User Group from the related links 31

32 Step 7 Step 8 Click the Assign Role to Group button Add the Standard AXL API Access role Step 9 Click Save After creating this group, add your user to the group by navigating to Call Manager Administration->User Management->End Users, selecting your user and adding the group just created along with the Standard CCM Admin Users group and the Standard Realtime and Trace Collection group. This will allow the user to access the AXL services, but still prevent access to any of the Call Manager Admin web pages. 32

33 APPENDIX B: CALL MANAGER CONFIGURATION FOR END USER CONTROL Step 1 Step 2 Step 3 Adding a New User Use the following steps to create a user in Call Manager along with its End User credentials. Log in to Call Manager using Administrator permissions Select User Management Find and click on End User Step 4 Click Add New At minimum, the following information is should be specified: User ID Password Confirm Password PIN Confirm PIN Last Name Step 5 Click Save Once the user is saved, the device association section will have the Device Association button enabled. Associating a Device 33

34 Click Device Association. In following window, search for and select the device you would like the user to be able to control. Once you locate the desired device, click the checkbox and select Save Selected/Changes. Click on the Go button in the upper right of the search form to return to the user. The user device associations sections should now include the device just added. Click the Save button. You should now be able to control the phone by its IP Address with this username/password. 34

35 APPENDIX C: INTEGRATED CALL MANAGER EXPRESS/ UC 500 CONFIGURATION The following commands are required in Call Manager Express to allow use of Phone Remote to search and control phones. Note: Replace the <CME IP ADDRESS>, <username> and <password> fields with your specific values without the <>'s ip http server ixi transport http response size 64 no shutdown ixi application cme no shutdown telephony-service url authentication IP ADDRESS>/CCMCIP/authenticate.asp <username> <password> service phone webaccess 0 xml user <username> password <password> 15 log password <password> The URL Authentication password and log password must be the same Service phone webaccess is needed on phone firmware 9+ Reference: Configuring the XML API chapter of the Cisco Unified Communications Manager Express System Administrator Guide api.html If for some reason you are unable to run IP HTTP Server or XML Services on the router use the end user device method along with the URL Authentication as specified in Appendix D. APPENDIX D: DIRECT PHONE CME/UC 500 CONFIGURATION If you wish to be able to control CME/UC500 phones using the end user method you must have the minimum of the following configuration on the router: Note: There will be no ability to search for the phone and you must know the phone IP Address telephony-service url authentication IP ADDRESS>/CCMCIP/authenticate.asp <username> <password> You should then control the phone by specifying the phone IP Address and username/password as configured above on the router. 35

36 APPENDIX E: CALL MANAGER CONFIGURATION FOR REMOTE AUDIO MONITORING Understanding Cisco Remote Monitoring Phone models which support a Built-in Bridge provide the ability to remotely monitor a call in progress. The request to perform this remote monitoring must be invoked for an application such as Phone Remote. When a monitor session is invoked, Phone Remote tells the listening device to place a call to the phone to be monitored which inconspicuously answers and bridges the current call using the built-in bridge. The listening device can be either a CTI Port which enables you to hear the call on your computer speakers or another phone. Regardless of the device configured for listening, the audio stream is one-way and there is no method for the monitored device or remote callers to hear you. Required Configuration for Remote Audio Monitoring After installing a license file with Monitoring, you must take these steps for monitoring to work: Step 1 Create a CTI Port. Go to Device -> Phone. Click Add New and select CTI Port as the phone type, then click Next. At this point you will name your CTI Port and include it in a Device Pool. Select a Device Security Profile. Click Save. Step 2 Create Line on CTI Port. From the Association Information section of the same page, click Line [1] - Add a New DN. Assign a new or unused directory number. The placement into a route partition is not necessary since CTI Port will do the calling. Scroll down to the Line 1 on Device (Device Name) section and select a Monitoring Calling Search Space. Click Save. Reminder: Monitoring Calling Search Space must allow for calling from the CTI Port to the remote phone. Step 3 Enable Application-based Monitoring (Built In Bridge) This configuration can be applied to specific devices that are to be monitored or as an enterprise setting. By default, Built in Bridge is disabled on all devices. To enable on a single device from its Phone Configuration page, locate Built in Bridge under Device Information and change from Default to On. Click Save and then Apply Config. 36

37 To enable on all devices in a cluster, go to System-> Service Parameters. Next you would select your CallManager server, and then Cisco CallManager in Service. This will take you to the Service Parameter Configuration page. Search for the Clusterwide Parameters (Device-Phone) section and change Built in Bridge Enable from Off to On. This will now enable Built in Bridge on all newly registered devices by default, however, you will have to reset all existing phones for the configuration to take effect. After these configurations are applied, input your CTI Port name on Phone Remote before connecting to the cluster. You can then click the Monitor icon to begin the remote audio monitor of the phone. If a call is in progress on the remote device, monitoring will begin immediately, otherwise monitoring begins upon the start of the next call. 37

38 AUTHENTICATION URL TROUBLESHOOTING Overview of Process The procedure Phone Remote follows for control/access is: 1. Our utilities connect to the remote phone 2. The remote phone takes the authentication credentials from our request and verifies it via its configured Authentication URL. 3. The Authentication URL responds with either AUTHORIZED or UNAUTHORIZED 4. If authorized, the phone responds to our request. If unauthorized, use the following steps to troubleshoot and resolve the authentication issues. Work through each step in following order: Step 1 - Verify the System Authentication URL From Call Manager Administration: Select System Menu Select Enterprise Parameters Scroll Down to Phone URL Parameters Verify the URL Authentication The default (Call Manager 8 and later) or (versions preceding Call Manager 8) If the URL contains the Call Manager server name and uses HTTPS, ensure that the name can be resolved by DNS from the phone. If DNS is not configured, change the connection to HTTP, use the IP address of the server, and change the port number from 8443 to 8080, or simply leave the secure authentication parameters blank. Note: Be careful when making changes to this setting the Authentication URL may point to paging or other 3rd party application servers. Changes to the Authentication URL require a restart of the phones to take effect. Authentication URL may be set individually per phone under Call Manager Administration -> Device Menu -> Phone -> External Data Locations Information -> Authentication Server Step 2 Verify the Phone Authentication URL From Call Manager Administration: Select Device Menu Select Phones then locate the individual phone you are testing with Scroll Down to External Data Locations Information Verify the Authentication Server Ensure that the phone Authentication Server is either BLANK (The phone will use the Enterprise Authentication URL from step 1) or that the phone will use a valid Authentication URL. 38

39 Step 3 Validate Authentication URL is Reachable Make sure the phone has been reset after any changes to the Authentication URL have been made. From a web browser, enter the IP Address of the test phone, then: Select Network Configuration Scroll down to Authentication URL Copy the phone s Authentication URL and paste into the browser URL If the Authentication URL is correctly configured, you will reach a web page stating UN-AUTHORIZED. If you do not reach the UN-AUTHORIZED message, confirm the Authentication URL is correct and check your network connectivity and firewall access rules. Step 4a Test Authentication URL on Call Manager Add a new User and associate with a test device. From Call Manager Administration: Select User Management Menu Select Application User Click Add New Enter Username: testuser, Password= test, Confirm Password= test Under the Device Information section Locate Test device and add to Controlled Device Click Save From a web browser enter the Authentication URL from step 3 and adding the following?userid=testuser&devicename=sepxxxxxxxxxxxx&password=test *Replace SEPxxxxxxxxxxx with your test device name associated to the test user Example: ename=sep00c &password=test If the Authentication URL is working correctly, you should receive a web page that reports AUTHORIZED Step 4b Test Authentication URL from Phone In a web browser enter the following URL: When prompted, enter testuser for user and test for password. A successful test will return the current phone status. An unsuccessful test will return <CiscoIPPhoneError Number="4" / If the test is unsuccessful, recheck network connectivity, Authentication URL, DNS resolution, and firewall rules. If further assistance is needed, call VoIP Integration s Support Staff. 39

40 If you receive a response of <CiscoIPPhoneError Number="0" /> this means that the phone was unable to reach its configured authentication URL. Possible reasons for this include network reachability, firewall between the phone and the Authentication URL or Trust issues. If the phone has a HTTPS authentication URL and the Trust Verification Service (TVS) on CUCM is unable to validate the SSL certificate the phone will report IP Phone Error 0. You will need to resolve the CUCM Security by Default issues before being able to remote control a phone. 40