All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved.

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3 NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Playback Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, ScreenSense, Scenario Replay, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. *in Australia only 385A Rev. A3

4 For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center: EMEA Region: (Europe, Middle East, Africa) Tel: Fax: APAC Region: (Asia/Pacific) Tel: Fax: The Americas Region: (North, Central, South America) Tel: NICE-611 Fax: Israel: Tel: Fax: For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office: International Headquarters-Israel Tel: Fax: United Kingdom Tel: Fax: France Tel: Fax: North America Tel: Fax: Germany Tel: +49-(0) Fax: +49-(0) Hong-Kong Tel: Fax: Please send all queries, comments, and suggestions pertaining to this document to

5 Contents 1 Introducing NICE Applications on Cisco IP Phones 7 Overview Limitations Prerequisites Related Publications Cisco IP Phones Installation and Configuration 11 Setting Up your Web Server Step 1: Installing the Cisco IP Services SDK Step 2: Installing and Licensing Intel NetStructure HMP Software Installing Intel NetStructure HMP Software Licensing Dialogic HMP Step 3: Installing NICE Cisco Phone Applications Step 4: Configuring Web Server Settings Verifying Name Resolution: Configuring the DNS and WINS Defining SMTP Relay for Services Verifying Automatic Startup Sharing the NICE Directory Configuring the Cisco CallManager Configuring Cisco IP Phone Services Modifying NiceCLS for Cisco IP Phones Step 1: Adding Custom Data Columns to the NiceCLS Database Step 2: Modifying the NiceCLS Server Registry Step 3: Enabling Storage Center Data Columns Step 4: Refreshing NiceCLS Database Columns Preparing the Tag Last Call Service (optional) Contents 5

6 A Troubleshooting 47 Audio not Heard for Last Calls Playback Stopping and Restarting Dialogic HMP Services B Cisco IP Phone Users and Groups 51 Defining Cisco IP Phone Users Step 1: Defining a Cisco IP Phone User Step 2: Assigning Cisco IP Phone Access to a User Step 3: Subscribing Services to the Cisco IP Phone Defining Groups (optional) Contents 6

7 1 Introducing NICE Applications on Cisco IP Phones NICE applications on Cisco IP Phones enable the user to access NICE calls using Cisco IP Phone services. Cisco IP Phones can be used with NICE technology to record, playback, and tag calls for future use. With the addition of some entries to your NiceCLS database, Cisco IP Phones can also be used to calls, as a.wav file, to other NiceLog users. This manual encompasses: Installation procedures for NICE software applications specific to Cisco IP Phones. Configuration procedures for Cisco IP Phone Services. Recurring procedures each time a new user is added to the system. NOTE Hardware installations must be completed prior to the procedures in this manual. Contents Overview...8 Limitations...9 Prerequisites...10 Related Publications...10 Chapter 1: Introducing NICE Applications on Cisco IP Phones 7

8 Overview Overview Cisco IP Phones and the Cisco CallManager are connected via a Network switch to your NiceLog system. Figure 1-1 shows a sample NiceLog system with Cisco CallManager and IP phones installed. The following steps are required to install and configure the NICE applications and Cisco IP Phones: Setting Up your Web Server on page 12. Configuring the Cisco CallManager on page 33. (To use playback services, as part of this procedure, you will define the Web Server as a gateway.) Modifying NiceCLS for Cisco IP Phones on page 39. Preparing the Tag Last Call Service (optional) on page 45. For the optional Service, a separate section is provided with procedures for adding new users and creating ing groups to the system: Cisco IP Phone Users and Groups on page 51. Figure 1-1 Sample NiceLog System with Cisco CallManager and IP Phones Installed NiceLog VoIP Loggers NICE Applications for IP Phones Web Server SPAN ports mirroring IP phone transportations (for Cisco Skinny integrations) (for Cisco Skinny integrations) Network Switch Cisco CallManager NiceCLS Server Cisco IP Phone Workstation with NICE Administrator Gateway Chapter 1: Introducing NICE Applications on Cisco IP Phones 8

9 Overview For recordings created with G729A compression: The recordings will be converted by the IP Phones Applications server to G711 encoding before playback as illustrated in the diagram below: NiceLog VoIP Loggers NICE Applications for IP Phones Web Server G729A Compression Cisco IP Phone G711 Encoding Network Switch Limitations The following limitations exist when using NICE Services on you Cisco IP Phone: Screens cannot be recorded. On a multi-line telephone, NICE Services will operate only on the primary extension. In a Cisco IPCC Enterprise Edition site with a free-seating configuration, The Last Calls service is not available. The Last Calls Playback service makes available for playback the most recent calls to and from the extension. These may or may not belong to the current agent. Each time a call is played back via the Last Calls Playback service, a new call is generated. The start and end time of the new call are the times that playback occurred and its telephone numbers reflect the extensions used for playback, not the original times or extensions. This new call will appear in the list of calls the next time that the Last Calls Playback list is displayed. Chapter 1: Introducing NICE Applications on Cisco IP Phones 9

10 Prerequisites Prerequisites The following components must be installed and configured prior to beginning the installation and configuration procedures in this manual. Component NiceLog VoIP Logger(s) NiceCLS Server Description Version 8.8 or higher Version 8.8 or higher Web Server Static IP Address Minimum 850 MHz CPU Microsoft Windows 2000 Professional with Internet Information Services (IIS) -or- Microsoft Windows 2000 Server with IIS -or- Microsoft Windows XP with IIS Cisco IP Phone(s) Models 7960G, 7940G, 7912G, or 7905G Cisco CallManager Version 3.2 or 3.3 Workstation With NICE Administrator version 8.9 installed IMPORTANT Intel NetStructure HMP software must be version 1.1. This version is included on your Cisco IP Services Installation CD-ROM and is part of the installation procedures. Related Publications NICE Applications for Cisco IP Phones User s Manual - Describes how to use the Cisco IP Phones to access NICE services. NICE Administrator s Manual - Describes how to use the NICE Administrator application. Chapter 1: Introducing NICE Applications on Cisco IP Phones 10

11 2 Cisco IP Phones Installation and Configuration Cisco IP Phone installation and configuration consists of the following one-time procedures for first-time setup: Installation procedures on your Web server. Configuration procedures using the Cisco CallManager. Modify the NiceCLS database for Cisco IP Phones. Prepare tags for the (optional) Tag Last Call service. For ongoing maintenance procedures, refer to Cisco IP Phone Users and Groups on page 51. NOTE Procedures in this manual give specific instructions for the task at hand. For complete instructions for any of the applications used, consult the relevant manual. Contents Setting Up your Web Server...12 Step 1: Installing the Cisco IP Services SDK...12 Step 2: Installing and Licensing Intel NetStructure HMP Software...14 Step 3: Installing NICE Cisco Phone Applications...21 Step 4: Configuring Web Server Settings...25 Configuring the Cisco CallManager...33 Configuring Cisco IP Phone Services...33 Modifying NiceCLS for Cisco IP Phones...39 Step 1: Adding Custom Data Columns to the NiceCLS Database...39 Step 2: Modifying the NiceCLS Server Registry...41 Step 3: Enabling Storage Center Data Columns...42 Step 4: Refreshing NiceCLS Database Columns...43 Preparing the Tag Last Call Service (optional)

12 Setting Up your Web Server Setting Up your Web Server Using NICE applications on your Cisco IP Phone requires the following procedures on your Web Server: NOTE All installation files are provided on your NICE Applications Cisco IP Phones Installation CD-ROM. Step 1: Installing the Cisco IP Services SDK - Use the InstallShield wizard to install the Cisco IP Service SDK. Step 2: Installing and Licensing Intel NetStructure HMP Software - Install the Intel NetStructure HMP and run the license for the Dialogic HMP. Step 3: Installing NICE Cisco Phone Applications - Specify default settings. Step 4: Configuring Web Server Settings - Configure Web server settings for name resolution, services, startup procedures, and file sharing. IMPORTANT Intel NetStructure HMP software must be version 1.1. This version is included on your Cisco IP Services Installation CD-ROM. Steps 1 through 3 in this section each add a file to your desktop Start menu Programs folder: Step 1: Installing the Cisco IP Services SDK The Cisco IP Service SDK is used to integrate NICE applications with the Cisco IP Phone. It must be installed on your Web server. To install the Cisco IP Services SDK: 1. On your Web server, insert the Cisco IP Services Installation CD-ROM in the CD drive. Navigate to and double-click CiscoIPServicesSDK.exe. The InstallShield wizard for the Cisco IP Services SDK starts. 12

13 Setting Up your Web Server Figure 2-1 Cisco IP Services SDK InstallShield Welcome Window 2. In the Welcome window, click Next. A Run-time error messages appears. This is OK. Ignore it. Figure 2-2 IIS40Helper Run-time error Window 3. Click OK. The InstallShield wizard complete window appears. 13

14 Setting Up your Web Server Figure 2-3 Cisco IP Services SDK InstallShield Wizard Complete Window 4. Click Finish. The Cisco IP Services SDK installation is complete and Cisco IP Services SDK is added to your Start menu Programs file. Step 2: Installing and Licensing Intel NetStructure HMP Software Intel Dialogic Host Media Processing (HMP) requires software installation and licensing. Dialogic HMP software requires separate licensing. There are two procedures in this step: 1. Install Intel NetStructure HMP software. 2. Use this software to run the Host Media Processing License Manager. Installing Intel NetStructure HMP Software To install the Dialogic HMP software: 1. On your Web server, insert the Cisco IP Services Installation CD-ROM in the CD drive. Navigate to the Dialogic\HMP directory and double-click Setup.exe. The Intel NetStructure HMP Setup starts. 14

15 Setting Up your Web Server Figure 2-4 Intel NetStructure HMP Setup - Welcome Window 2. Click Next. The License Agreement window appears. 3. Read the agreement and click Yes to accept its terms. The Customer Information window appears. 4. Type your User Name and Company Name and click Next. The Choose Destination Location window appears. 5. Accept the default location for the program files or click Browse to navigate to a different location on your local drive. Click Next. The Select Components window appears. Figure 2-5 Intel NetStructure HMP Setup - Select Components Window 15

16 Setting Up your Web Server 6. Mark IP Media Server and click Next. The Online Documentation Access Location window appears. Figure 2-6 Intel NetStructure HMP Setup - Online Documentation Access Location Window 7. Select a location for documentation and click Next. The Enter IP Address window appears. Figure 2-7 Intel NetStructure HMP Setup - Enter IP Address Window 16

17 Setting Up your Web Server 8. Type the IP Address of the local machine where the files are being installed and click Next. TIP Do not type the words local host or a shortened version of the IP address. To determine the correct IP address, do the following: a. Open a DOS command window: From the Start menu, choose Run. Then in the Run window, type cmd and click OK. b. On the command line, type ipconfig. c. The IP Address shown is the complete IP address of your local machine. Type ipconfig Use this IP Address The Select Program Folder appears. 9. Click Next. The Start Copying Files window appears. 10. Review the settings and click Next. The Information window with further instructions appears. 17

18 Setting Up your Web Server Figure 2-8 Intel NetStructure HMP Setup - Information Window 11. Review these instructions and click OK. The InstallShield Wizard Complete window appears. You must restart your computer before proceeding. 12. Select Yes, I want to restart my computer now, remove the CD-ROM from the CD drive, and click Finish. The Intel HMP installation is complete and Intel HMP is added to your Start menu Programs file. After your computer restarts, you are ready to complete the licensing and configuration process for the Dialogic HMP. Proceed with the next section, Licensing Dialogic HMP. Licensing Dialogic HMP After completing the preceding procedure, Installing Intel NetStructure HMP Software on page 14, you are ready to complete the licensing and configuration process for the Dialogic HMP. To configure the Dialogic HMP on your Web server: 1. Copy the license key: The license key is an.xml file. Its name and location might vary with each installation. For the purpose of this manual, it is referred to as the license.xml file. a. Locate and copy the license.xml file. b. Paste the license.xml file into the Dialogic\data folder. 18

19 Setting Up your Web Server Figure 2-9 Dialogic Directory Paste to here 2. Activate the license: a. From the Start menu, choose Programs >Intel HMP > HMP License Manager. The Host Media Processing License Manager window appears. Figure 2-10 Host Media Processing License Manager Window Choose the license file location Click to activate the license This is the number of Available Dialogic Lines b. Click Browse to open the Choose License File Location window. 19

20 Setting Up your Web Server c. Navigate to and select Dialogic\data\license.xml from Figure 2-9. The quantity for Basic Voice is the number of channels licensed. You will need this number when installing NICE Cisco Phone applications on page 21. d. Click Activate License. The following message appears. Figure 2-11 HMP License Manager Message Box e. Click OK and then, in the Host Media Processing License Manager window, click Close. 3. Run the Configuration Manager (DCM): a. From the Start menu, choose Programs > Intel HMP > Configuration Manager - DCM. The Computer Name window appears. Figure 2-12 HMP License Manager Computer Name window b. Select Local and click Connect. The Intel Dialog Configuration Manager window appears. 20

21 Setting Up your Web Server Figure 2-13 Intel Dialogic Configuration Manager Window Start Service c. Locate and right-click the Dialogic license. Select Restore Device Defaults. TIP The Dialogic license is called SSPUMxx, where xx indicates the number of licenses. In the Configured Devices tree, look for this red icon: d. On the toolbar, click Start Service (green). When this process is complete, the red icon on the tree changes to green. e. Close the Intel Dialogic Configuration Manager window. The Dialogic HMP installation and licensing is complete. Step 3: Installing NICE Cisco Phone Applications This procedure installs NICE Phone applications on your Web server for use with your Cisco IP Phone. To install the NICE Phone Applications: 1. On your Web server, insert the Cisco IP Services Installation CD-ROM in the CD drive. Navigate to and double-click NICE Cisco Phone Applications setup.exe. The InstallShield Wizard for NICE Cisco Phone Applications starts. 2. Click Next. The License Agreement window appears. 21

22 Setting Up your Web Server 3. Read the terms of agreement, mark I accept the terms in the license agreement, and click Next. The Customer Information window appears. 4. Type your User Name and the name of your Organization and click Next. The Ready to Install the Program window appears. 5. Click Install. The NICE Cisco Phone Applications Configuration window appears. Figure 2-14 NICE Cisco Phone Applications Configuration Window IMPORTANT Information entered in this window will be entered into your server s registry. 6. Complete the information as follows: General CallManager IP address Tags list Max requests in queue Delete gap in minutes The IP address of the Cisco CallManager. Applies to the Tag Last Call service. Type CiscoPhones, or choose a different name. IMPORTANT This name must be identical to the List name for the list of tags defined using NICE Administrator. See Step 4 on page 45. N/A N/A 22

23 Setting Up your Web Server Delete total attempts CLS switch ID Max call time Check expiration trigger Logger connection timeout Skinny driver Keep record by default N/A The Switch ID of the CLS driver. If only one driver is installed, type 1. If more than one driver is installed, check with your System Administrator for the correct number. The maximum time, in minutes for an open call. The frequency with which calls are checked for Max call time. N/A Select Yes/No according to your NiceCLS configuration. N/A Available Dialogic lines The number of licensed Dialogic channels. See Figure 2-10 on page 19. Query Details Number of days back to query Number of recent calls to display Applies to the Last Calls Playback and to Last Calls services. How many prior days to search. (1 day = 24 hours) Applies to the Last Calls Playback and to Last Calls services. How many calls to display on the LCD screen. Database If the NiceCLS SQL database DSN is not defined on your Web server, do the following: a. Click ODBC (located at the bottom of this configuration window) to open the ODBC Data Source Administrator and add the NiceCLS SQL database. b. Click Refresh DSN list (located at the bottom of this configuration window). DSN CLS IP address User name Password Connection timeout Select the NiceCLS SQL database. The IP address of the NiceCLS server. The user name of the NiceCLS server. The password for the NiceCLS server. The amount of time, in seconds before a failed connection to the SQL server becomes an error. sender address Applies to the Last Calls service. All s are sent from the same address, regardless of the extension or user ID used. Debug info Debug file Maximum number of logs As is. As is. 23

24 Setting Up your Web Server NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. 7. Click Done. The following Installer Information message appears: Figure 2-15 NICE Cisco Phone Applications Installer Information Message 8. Click Yes to restart the computer. Web server setup is now complete. 24

25 Setting Up your Web Server Step 4: Configuring Web Server Settings NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. After you have completed all the necessary installations on your Web server, you must now do the following: If you are using services: Verify name resolution. See Verifying Name Resolution: Configuring the DNS and WINS on page 25. Define the SMTP relay. See Defining SMTP Relay for Services on page 28. Confirm that NiceComQuery and NiceRod start automatically. See Verifying Automatic Startup on page 30. Verify that the NICE directory is available for Web sharing. Sharing the NICE Directory on page 31. Verifying Name Resolution: Configuring the DNS and WINS NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. If you are using services, you must verify the name resolutions for the DNS and WINS servers on your Web server. To verify name resolution for DNS and WINS servers: 1. Open the Advanced TCP/IP Settings window. TIP To open the Advanced TCP/IP Settings window: a. From the Start menu, choose Settings > Network and Dial-up Connections. The Network and Dial-up connections window opens. b. Right-click a network connection and choose Properties. The Properties window appears. c. On the General tab scroll down to and select Internet Protocol (TCP/IP). Then click Properties. The Internet Protocol (TCP/IP) properties window appears. d. On the General tab, click Advanced. 2. Click the DNS tab. 25

26 Setting Up your Web Server Figure 2-16 Advance TCP/IP Settings - DNS tab The IP address of the DNS server should appear here 3. Verify that the IP address of the DNS server appears in the DNS server addresses area. TIP To add the DNS server address: a. Click Add. b. In the TCP/IP DNS Server window, enter the IP address of the DNS server and click Add. 4. Click the WINS tab. 26

27 Setting Up your Web Server Figure 2-17 Advance TCP/IP Settings - WINS tab The IP address of the WINS server should appear here 5. Verify that the IP address of the WINS server appears in the WINS server addresses area. TIP To add the WINS server address: a. Click Add. b. In the TCP/IP WINS Server window, enter the IP address of the WINS server and click Add. 6. Click OK to close the Advanced TCP/IP Settings window. 27

28 Setting Up your Web Server Defining SMTP Relay for Services NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. If you are using services, you must define the SMTP relay on your Web server. To define the SMTP relay for services: 1. Open the Default SMTP Virtual Server Properties window. TIP To open the Default SMTP Virtual Server Properties window: a. From the Start menu, choose Settings > Control Panel > Administrative Tools > Internet Services Manager. b. Navigate to and right-click Default SMTP Virtual Server. Then choose Properties. 28

29 Setting Up your Web Server Figure 2-18 Default SMTP Virtual Server Properties - Access tab 2. On the Access tab, click Relay. The Relay Restrictions window appears. Figure 2-19 Relay Restrictions 3. Click Add. The Computer window appears. 29

30 Setting Up your Web Server Figure 2-20 Computer window for adding SMTP 4. Select Single Computer and enter the IP address of the SMTP server. 5. Click OK to close all open windows. Verifying Automatic Startup NICEComQuery and NiceROD must run automatically at startup. In this step, you will verify that they do, or redefine them for automatic startup. To verify automatic startup: 1. Open the Services window: From the Start menu, choose Settings > Control Panel > Administrative Tools > Services. Figure 2-21 Services showing NiceComQuery and NiceROD Automatic 2. Locate NiceComQuery and NiceROD and confirm that the Startup Type for each is Automatic. 3. If the Startup type is not Automatic, do the following for each service: a. In the Services window, right-click the service (NiceComQuery or NiceROD) and choose Properties. 30

31 The Properties window opens. Setting Up your Web Server b. On the General tab, from the Startup type drop-down list, select Automatic. Figure 2-22 Services Properties window for NiceComQuery c. Click OK to close the Properties window. The Status for the selected item changes to Started. 4. Close the Services window. Sharing the NICE Directory The NICE directory on the Web server must have Share status. To share your NICE directory: 1. On your Web server, open the NICE Cisco Phone Applications properties window. 31

32 Setting Up your Web Server Figure 2-23 NICE Cisco Phone Applications Properties Window Verify for Web Sharing 2. On the Web Sharing tab, verify that: Share this folder is selected. Nice appears in the list of Aliases. 3. If the items in Step 2 do not appear, then: a. Select Share this folder and click Add. The Edit Alias window opens. Figure 2-24 Edit Alias Window b. In the Alias field, type Nice. c. In the Application permissions area, mark Execute. Then click OK. 4. Close the Properties window. 32

33 Configuring the Cisco CallManager Configuring the Cisco CallManager To configure the Cisco CallManager use a Web browser to access the Cisco CallManager Administration. Before you begin, have ready the IP address of your Cisco CallManager. Configuring Cisco IP Phone Services To configure the Cisco CallManager: 1. Log on to the Cisco CallManager Administration: On a Web browser: a. Enter the following URL: where xxx.xxx.xxx.xxx is the IP address of your Cisco CallManager. The Cisco CallManager Administration Log On appears. Figure 2-25 Cisco CallManager Administration Log On b. Type your User Identification and Password and click Log On. The Cisco CallManager Administration appears. 33

34 Configuring the Cisco CallManager Figure 2-26 Cisco CallManager Administration Menu Options 2. Define the Services: From the Feature menu, choose Cisco IP Phone Services. The Cisco IP Phone Service Configuration appears. Figure 2-27 Cisco IP Phone Services Configuration Click to add another service Click Insert For each service do the following: a. Type the Service Name, Service Description, and Service URL as follows: The Service Name entered will appear on the Cisco IP Phone LCD screen. The service names used throughout this manual appear in the table below. 34

35 Configuring the Cisco CallManager Service URLs must be typed exactly as shown in the table below, where xxx.xxx.xxx.xxx is the IP address of your Web server. NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. For this Service... Last Calls Last Calls Playback Start Record Tag Last Call Type this Service URL IMPORTANT If you define Last Calls, you must verify the name resolution and configure your Web server for SMTP relay. See Verifying Name Resolution: Configuring the DNS and WINS on page 25 and Defining SMTP Relay for Services on page 28. b. Click Insert. c. To define another service, click Add a new IP Phone Service and then repeat from Step a. 3. If you are not installing the Last Calls Playback service, this procedure is complete. Continue with Modifying NiceCLS for Cisco IP Phones on page Define the Web server as a Gateway (for Last Calls Playback service only): From the Device menu, choose Gateway. The Find and List Gateways appears. Figure 2-28 Cisco Find and List Gateways Click here a. Click Add a New Gateway. The Add a New Gateway appears. 35

36 Configuring the Cisco CallManager Figure 2-29 Add a New Gateway b. From the Gateway Type drop-down list, select H.323 Gateway. c. From the Device Protocol drop-down list, select H.225. d. Click Next. The Gateway Configuration appears. Figure 2-30 Gateway Configuration IMPORTANT In the Device Information area, do not mark Media Termination Point Required. 36

37 Configuring the Cisco CallManager e. Fill these fields as follows: Device Name Type the IP address of the Web server. Description Type the IP address of the Web server. Device Pool Select Default. Calling Party Selection Select Originator. Calling Party Presentation Select Allowed. f. Click Insert. 5. Define the Route Pattern (for Last Calls Playback service only): From the Route Plan menu, choose Route Pattern. Find and List Route Patterns appears. Figure 2-31 Find and List Route Patterns Click here a. Click Add a New Route Pattern. The Route Pattern Configuration appears. 37

38 Configuring the Cisco CallManager Figure 2-32 Route Pattern Configuration b. Complete the following information: Route Pattern Type a dummy route pattern. Partition Select any partition. Numbering Plan Select the appropriate numbering plan. Gateway/Route List Select the Gateway defined in Step 4 on page 35. Remaining fields As is. c. Click Insert. The Route Pattern is defined. 38

39 Modifying NiceCLS for Cisco IP Phones Modifying NiceCLS for Cisco IP Phones Using NICE applications on your Cisco IP Phone requires the following modifications to the NiceCLS database: Step 1: Adding Custom Data Columns to the NiceCLS Database - Use the NiceCLS Server Controller to add customized columns. Step 2: Modifying the NiceCLS Server Registry - Modify the NiceCLS Server registry to create the proper paths for the new columns. Step 3: Enabling Storage Center Data Columns - This applies only for the Last Calls Playback service. Use the NiceCLS Server Controller to enable the Storage Center data columns in the NiceCLS database. If you already have a Storage Center installed, you can skip this step. Step 4: Refreshing NiceCLS Database Columns - Use NICE Administrator to enable the new columns in the NiceCLS database. NOTE Some of these steps require access to other servers and applications. Make sure you have the proper authorization before beginning. Access is required to the following: NiceCLS Server and NiceCLS database NiceCLS Server Registry NiceCLS Server Controller NICE Administrator with permission to update the NiceCLS database. Step 1: Adding Custom Data Columns to the NiceCLS Database Two custom data columns must be added to the NiceCLS database. They are: CallingIP and CallTag. To add custom data columns to the NiceCLS database: 1. Shutdown the NiceCLS. (Not the server.) You will restart it at the end of Step 3: Enabling Storage Center Data Columns. 2. On your workstation desktop, click Start, and choose Programs >NiceCLS Server 8.8 > NiceCLS Server Controller. The NiceCLS Server Controller window appears. 3. In the Database menu, choose Customize Columns. The Customize Columns window appears. 39

40 Modifying NiceCLS for Cisco IP Phones Figure 2-33 Customize Columns Window (shown after the columns were added) 4. Click Create New Column. The Create Custom Column window appears. Figure 2-34 Create Custom Column Window NOTE CallingIP and CallTag must be typed without spaces. These fields are not case-sensitive. Fill in the information as follows: a. In the Column Name field, type CallingIP. b. In the Column Type area, select Text. The Length field appears. c. In the Length field, type 40. d. Click OK. 5. In the Available Columns list, select CallingIP and click Add. 40

41 Modifying NiceCLS for Cisco IP Phones 6. Repeat Steps 4 and 5, substituting CallTag for CallingIP. 7. In the Customize Column window, click OK to close the window. Then open it again to view the updated list. 8. Note the numbers assigned to CallingIP and CallTag. You will need them when updating the registry in the following step. EXAMPLE: In Figure 2-33, CallingIP is assigned 66 and CallTag is assigned 67. Step 2: Modifying the NiceCLS Server Registry The registry on the NiceCLS Server must be modified with the columns numbers that were automatically assigned in the previous step. (Refer to Figure 2-33.) To modify the NiceCLS Server registry: 1. On the NiceCLS Server, open the registry editor and navigate to NICECTI > SYSTEM > CALLSRVR. Figure 2-35 Registry Editor (shown for Skinny Drivers) 41

42 Modifying NiceCLS for Cisco IP Phones 2. Edit the following values: col_option16 TAPI drivers only -orcol_option17 Skinny drivers only col_option22 InsertionCriteria For TAPI drivers only. Enter the column number assigned to CallingIP. Following the example, enter 66. For Skinny drivers only. Enter the column number assigned to CallingIP. Following the example, enter 66. Enter the column number assigned to CallTag. Following the example, enter 67. Enter the following value: REJECT,nn,2,ipaddr,ipaddr. Where: nn is the column number assigned to CallingIP. ipaddr is the IP address of the Web server. (Type it twice) IMPORTANT For Cisco Skinny Driver integrations, type the IP address in reverse order. Example: The IP address is Type: TIP The entries in the col_option17 (or col_option16) and InsertionCriteria fields prevent playback calls, (which are incoming calls to your Cisco IP Phone), from being saved as calls in the NiceCLS database. 3. Save and close the registry. Step 3: Enabling Storage Center Data Columns IMPORTANT If you are skipping this step, restart the NiceCLS and continue with Step 4: Refreshing NiceCLS Database Columns on page 43. This step is required only if both of the following conditions are met: Last Calls Playback service is installed. The site does not have a Storage Center installed. Explanation: The Last Calls Playback service requires that the Storage Center columns be enabled in the NiceCLS database. If you have a Storage Center installed, then the NiceCLS database was updated as part of the Storage Center installation process. If you do not have a Storage Center installed, then you must update the NiceCLS database now. To enable Storage Center Data Columns: 1. Start the NiceCLS Server Controller. 2. In the Configuration menu, choose Server Features. 42

43 Modifying NiceCLS for Cisco IP Phones The Server Features window appears. Figure 2-36 NiceCLS System Installation - Server Features 3. Mark the Storage Center feature and click OK. 4. Restart the NiceCLS. Step 4: Refreshing NiceCLS Database Columns After adding custom data columns to the NiceCLS database, the database must be refreshed to make the new columns available to the user. NOTE This procedure provides specific instructions for the task required in NICE Administrator. For complete instructions on using NICE Administrator, refer to the NICE Administrator s Manual. To refresh the NiceCLS database columns: 1. If you have not yet done so, restart the NiceCLS. 2. On the NICE Administrator workstation, open NICE Administrator and in the Resource list, navigate to Site > Servers > CLS. 3. Select the NiceCLS Server, and in the General tab, click Columns. The NiceCLS database is refreshed. 43

44 Modifying NiceCLS for Cisco IP Phones Figure 2-37 NICE Administrator window - NiceCLS Server definition 4. Close NICE Administrator. 44

45 Preparing the Tag Last Call Service (optional) Preparing the Tag Last Call Service (optional) The Tag Last Call service lets you attach a tag to a call. Tags are used by other NICE applications, such as NICE Query to locate and identify calls. To use the Tag Last Call service, tags must be predefined using the List Manager in NICE Administrator. The following procedure is provided for quick reference. For complete instructions, refer to the NICE Administrator s Manual. To create a list of tags for the Tag Last Call service: 1. Open the NICE Administrator application. 2. From the System menu, choose Edit Lists. The Edit Data Lists window appears. Figure 2-38 NICE Administrator - Edit Data Lists Window 3. Click Add. The List Name field appears. 4. In the List Name field, type CiscoPhones, or choose a different name. IMPORTANT The name of this list must be identical to the name entered in the Tags list field of the NICE Cisco Phone Applications Configuration window. See Step 6 on page Click Submit. The List Items for CiscoPhones window appears. 45

46 Preparing the Tag Last Call Service (optional) Figure 2-39 NICE Administrator - List Items for CiscoPhones Window 6. For each new tag: a. Click Add. The List Item field appears. b. In the List Item field, type a tag. c. Click Submit. 7. Click Save and then click Close. 46

47 A Troubleshooting This section describes common situations and offers simple solutions. Audio not Heard for Last Calls Playback Problem: When using the Last Calls Playback service, audio is either not heard at all, or of very poor quality. WARNING You must stop the Dialogic service to complete this procedure. (This is Step 2 of this procedure.) Serious damage to the installation can occur if the service is running during the procedure. Solution: To correct unheard or poor quality audio playback: 1. On the Web Server, stop the NICE ComQuery service. 2. Stop the Dialogic service: a. Open the Intel Dialogic Configuration Manager: From the Start menu, choose Programs > Intel HMP > Configuration Manager - DCM. The Computer Name window appears. b. Select Local and click Connect. The Intel Dialog Configuration Manager window appears. Appendix A: Troubleshooting 47

48 Audio not Heard for Last Calls Playback Figure A-1 Intel Dialogic Configuration Manager Window Stop Service Start Service c. Select the Dialogic service. (It is called SSPUMxx, where xx indicates the number of licenses.) d. On the toolbar, click Stop Service (red). When this process is complete, the green icon on the tree changes to red. e. Leave this window open. 3. Open a DOS prompt window and enter the following: net stop DlgcApicDrv 4. Close the DOS prompt window. 5. Restart the Dialogic service: a. In the Intel Dialogic Configuration Manger window, select the Dialogic service. b. On the toolbar, click Start Service (green). See Figure A-1. When this process is complete, the red icon on the tree changes to green. c. Close the Intel Dialogic Configuration Manager window. 6. Restart the NICE ComQuery service. 7. Restart the IIS server. Appendix A: Troubleshooting 48

49 Stopping and Restarting Dialogic HMP Services Stopping and Restarting Dialogic HMP Services Problem: You are required to stop a Dialogic HMP service. Solution: Before stopping the HMP service, you must stop the NICE ComQuery service. After restarting the HMP service, you must restart the NICE ComQuery service and the IIS server. The procedure is given below. To correctly stop and restart Dialogic HMP services: 1. On the Web Server, stop the NICE ComQuery service. 2. Stop the Dialogic service: a. Open the Intel Dialogic Configuration Manager: From the Start menu, choose Programs > Intel HMP > Configuration Manager - DCM. The Computer Name window appears. b. Select Local and click Connect. The Intel Dialog Configuration Manager window appears. Figure A-2 Intel Dialogic Configuration Manager Window Stop Service Start Service Appendix A: Troubleshooting 49

50 Stopping and Restarting Dialogic HMP Services c. Select the Dialogic service. (It is called SSPUMxx, where xx indicates the number of licenses.) d. On the toolbar, click Stop Service (red). When this process is complete, the green icon on the tree changes to red. 3. Restart the Dialogic service: a. In the Intel Dialogic Configuration Manger window, select the Dialogic service. b. On the toolbar, click Start Service (green). See Figure A-1. When this process is complete, the red icon on the tree changes to green. c. Close the Intel Dialogic Configuration Manager window. 4. Restart the NICE ComQuery service. 5. Restart the IIS server. Appendix A: Troubleshooting 50

51 B Cisco IP Phone Users and Groups To use a Cisco IP Phone, a user must be defined in the Cisco CallManager and given access to a phone (device). The user must then be subscribed to the phone services. These procedures are done using the Cisco CallManager Administration and the Cisco CallManager User Options. To use services, the user must be defined as a NiceLog User in the NiceLog system and be a member of a group. This procedure is done using the NICE Administrator application. NOTE Users of the Cisco IP Phones do not have to be NiceLog users. Contents Defining Cisco IP Phone Users...52 Step 1: Defining a Cisco IP Phone User...52 Step 2: Assigning Cisco IP Phone Access to a User...53 Step 3: Subscribing Services to the Cisco IP Phone...54 Defining Groups (optional)...57 Chapter B: Cisco IP Phone Users and Groups 51

52 Defining Cisco IP Phone Users Defining Cisco IP Phone Users Each user using a Cisco IP Phone must be defined using the Cisco CallManager Administration. This is a three-step process: 1. Define the user. 2. Assign the user to a Cisco IP Phone (device). 3. Subscribe the Cisco IP Phone user to phone services. Step 1: Defining a Cisco IP Phone User To define a Cisco IP Phone user: 1. Open the Cisco CallManager Administration. TIP To open the Cisco CallManager Administration, refer to Step 1 of Configuring Cisco IP Phone Services on page From the User Application menu, choose Add a New User. The User Configuration appears. Figure B-1 Cisco CallManager Administration - User Configuration Insert Chapter B: Cisco IP Phone Users and Groups 52

53 Defining Cisco IP Phone Users 3. Fill in the User s personal details and click Insert. TIP This User ID and password are used to log on to the Cisco CallManager User Options. See Figure B-4 on page 55. The User Configuration reappears with additional options. Figure B-2 Cisco CallManager Administration - User Configuration Click here The User is identified by Cisco CallManager. Continue with the following section, Step 2: Assigning Cisco IP Phone Access to a User. Step 2: Assigning Cisco IP Phone Access to a User This step gives the user permission to use a specific Cisco IP Phone. To assign Cisco IP Phone access: 1. In the User Configuration, click Device Association. See Figure B-2. The Device Association appears. Chapter B: Cisco IP Phone Users and Groups 53

54 Defining Cisco IP Phone Users Figure B-3 Cisco CallManager Administration - Device Association Mark Phones here Each user can have access to more than one phone. Access to services on each phone can be defined separately. 2. In the Available Devices area, mark the phone(s) the user will have access to. Then click Update Selected. Step 3: Subscribing Services to the Cisco IP Phone To subscribe services to a Cisco IP Phone: 1. Open the Cisco CallManager User Options: On a Web browser, enter the following URL: where xxx.xxx.xxx.xxx is the IP address of your Cisco CallManager. The Cisco CallManager User Options Log On appears. Chapter B: Cisco IP Phone Users and Groups 54

55 Defining Cisco IP Phone Users Figure B-4 Cisco Call Manager User Options - Log On 2. Type the user s User ID and Password and click Log On. TIP User ID and password were assigned in the User Configuration. See Figure B-1 on page 52. The Cisco CallManager User Options Menu appears. Figure B-5 Cisco Call Manager User Options - Menu Select a phone Click here 3. From the drop-down list, select a Cisco IP Phone. 4. Click Configure your Cisco IP Phone Services. The Subscribe/Unsubscribe IP Phone Services appears. Chapter B: Cisco IP Phone Users and Groups 55

56 Defining Cisco IP Phone Users Figure B-6 Cisco Call Manager User Options - Subscribe IP Phone Services Select a service Click here 5. For each service: a. From the Available Services drop-down list, select a service. Then click Continue. The Subscribe/Unsubscribe IP Phone Services reappears with the new service. Figure B-7 Cisco Call Manager User Options - Subscribe IP Phone Services Click here b. Click Subscribe. 6. Close the Subscribe/Unsubscribe IP Phone Services window. Chapter B: Cisco IP Phone Users and Groups 56

57 Defining Groups (optional) Defining Groups (optional) NOTE In a Cisco IPCC Enterprise Edition site with a free-seating configuration, the Last Calls service is not available. The Last Calls service lets you a call (in.wav format) to either one member of your group or to all your group s members. Groups are created and defined using NICE Administrator. This is a two-step process: 1. Define users in the NiceLog system. Each user is assigned a telephone extension. This number is used by the Cisco IP Phone to identify groups. 2. Define a group in the NiceLog system including the predefined users as its members. NOTE You can add members to a group for ing purposes who are not Cisco IP Phone users, but who appear in the NiceLog system. Users and groups can be added and redefined at any time. Each time a change is made, the NiceCLS server must be restarted in order for the changes to take effect. This procedure is provided for quick reference. For complete instructions, refer to the NICE Administrator s Manual. NOTE If you are using the Last Calls service, you must verify the name resolution for DNS and WINS, and your Web server must be configured for SMTP relay. See Verifying Name Resolution: Configuring the DNS and WINS on page 25 and Defining SMTP Relay for Services on page 28. To define groups using NICE Administrator: 1. On a NICE workstation, open NICE Administrator. Chapter B: Cisco IP Phone Users and Groups 57

58 Defining Groups (optional) Figure B-8 NICE Administrator - New User 2. For each new user: a. From the toolbar, click NEW and choose User. b. Complete the information on the left-hand side of the General tab. (First name, etc.) TIP The user name appears on the Cisco IP Phone LCD when sending . It does not have to be identical to the user name assigned in the Cisco CallManager. The phone s group is determined by the Extension number assigned in the next step. c. Mark Make user an agent and complete the following information: CLS Server Select your NiceCLS server. Extension Type the user s telephone extension number. This extension number will be used by the Cisco IP Phone to identify groups. Switch ID Type the identification number of the switch connected to your NiceCLS Server. d. On the toolbar, click Save. 3. For each group: a. From the toolbar, click NEW and choose Users Group. The Members tabs appears. Chapter B: Cisco IP Phone Users and Groups 58

59 Defining Groups (optional) Figure B-9 NICE Administrator - New Group b. In the Name field, type a name for the group. c. From the list of users on the left, select one or more users and click Members. Then click Save. 4. Restart your NiceCLS server for these changes to take effect. Chapter B: Cisco IP Phone Users and Groups 59