AT&T Unified Communications Services Attendant Console Standard (Serverless) Configuration Reference For Customer s System Administrators V1.0 September, 2015 Disclaimer The contents of the document may be revised by AT&T at any time without notice. Please consult the Service Guide for details of the service and features available with the product. This document is provided as a reference document only and is not intended to modify the agreement between the parties. In the event of a conflict between this document and the Customer agreement, the Customer agreement takes priority. 2015 AT&T Intellectual Property 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners. AT&T Proprietary.
2015 AT&T Intellectual Property Published by: Product: Title: AT&T Intellectual Property AT&T Unified Communications Services Attendant Console Standard (Serverless) Configuration Reference Product version: 8.6.2 Publication date: September, 2015 Reference number: <UCS><UCV><ACCS><0715> Document revision number: 1.0 NOTE: All screen captures in this document have been reproduced by AT&T with the permission of Cisco Systems Inc. The date of the screen captures was June, 2015. COPYRIGHT 2015 CISCO SYSTEMS, INC. ALL RIGHTS RESERVED. All other marks are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change. ii
Welcome This manual explains how to install client software for the Attendant Console Standard (serverless) for AT&T Voice on operators computers. It is intended for customer s system administrators who will be responsible for installing this software. All other marks are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change. iii
Table of Contents Requirements... 6 Hardware Requirements...6 Operating System Requirements...6 Virus Scan Exclusions...7 Network Requirements and Firewall Exclusions...7 Windows Folder Permissions...7 Citrix Support...8 Jabber Support...8 Round Trip Time...8 Scalability...8 Phones Supported by Attendant Console Standard (Serverless)...9 Installation or Upgrade... 10 Launching the Attendant Console Software for the First Time... 14 Configuration Options... 18 Adding a Redundant CTI Manager... 18 Directories... 20 Directory Groups... 20 Directory Synchronization... 20 Contact Notes... 21 Additional Configuration Options... 22 All other marks are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T and is subject to change. iv
Use Example Hunt Groups... 23 Logging into Hunt Groups... 23 Logging out of Hunt Groups... 24 Troubleshooting... 26 Troubleshooting Tools... 26 Logs... 26 TSP Logging... 27 All other marks are the property of their respective owners. v
Requirements Hardware Requirements Before installing the Attendant Console Standard software for AT&T UC Voice, verify that the computer which will be running the attendant console meets the following minimum hardware requirements: 2.4 GHz Core 2 Duo Memory: 4 GB RAM Disk space: 10 GB free hard drive space Network card: 100 Mbps network card connected to the same network as the Cisco Unified Communications Manager (CUCM) using Transmission Control Protocol/Internet Protocol (TCP/IP) Monitor: 1024 x 768 resolution (recommend 1440 x 900 or better with headset) Keyboard with 10-key number pad Operating System Requirements Attendant Console Standard is supported on the following operating systems: Windows Vista Professional with SP2 (32-bit or WoW64) Windows 7 (32-bit or WoW64) integration with CUCM versions 7.1(5) or 8.0(x) is not supported under this operating system Windows 8 (32-bit or WoW64) only integrates with CUCM versions 10.0(1) or 10.5(1) NOTE: More operating systems are in the process of being supported. Contact your AT&T representative. All other marks are the property of their respective owners. 6
Virus Scan Exclusions To prevent system files from being quarantined by your anti-virus software, add the following folders to the computer s virus scan exclusions: \Program Files\Cisco\Cisco Unified Attendant Console Standard (32-bit operating systems) \Program Files (x86)\cisco\cisco Unified Attendant Console Standard (64-bit operating systems) \Users\ windows user name \AppData\Roaming\CUACSLayout \ProgramData\CUACS Network Requirements and Firewall Exclusions The computer must be able to access the CUCM and the Cisco Unified Presence (CUP) server on the ports specified below: CUCM TCP port 443, 2748 CUP server TCP port 5222 NOTE: The computer s firewall must be configured to allow access to these ports. Windows Folder Permissions Set the specified permissions for each of the folders below. \Program Files (x86)\cisco\cisco Unified Attendant Console Standard \Users\<windows_user_name>\AppData\Roaming\CUACSLayout \Users\<windows_user_name>\AppData\Roaming\CUACSLogging Modify Read and execute List folder contents Read Write (Windows 8.1 only) Special permissions (Windows 8.1 only) \ProgramData\CUACS Modify Read and execute List folder contents Read Write Special permissions All other marks are the property of their respective owners. 7
Citrix Support Attendant Console Standard is not supported within a Citrix environment. Jabber Support Jabber installed on the computer and also Jabber installed in a Virtualization Experience Media Engine (VXME) environment are supported as operator devices and end points. Round Trip Time The maximum Round Trip Time (RTT) for Telephone Application Programming Interface (TAPI) communication between the Attendant Console software and the CUCM is 80ms. Scalability Attendant Console Standard supports up to 5000 contacts on a single instance. Up to 5000 lines (not phones) can be associated with the operator s Application User that connects Attendant Console Standard to the CUCM. More may cause the system s performance to degrade. All other marks are the property of their respective owners. 8
Phones Supported by Attendant Console Standard (Serverless) Table 1. Supported phones Phone Type Supported Phone Type Supported 3905 Not as Console and cannot support BLF, 7942 Yes 3911 but can transfer 7942G Yes 3951 7945 Yes 6901 Yes 7945G Yes 6911 Yes 7960 Yes 6921 Yes 7961 Yes 6941 Yes 7961G-GE Yes *** 6945 Yes 7962 Yes 6961 Yes 7965 Yes 7821 Yes 7965G Yes 7841 Yes 7970 Yes 7861 Yes 7971 Yes 7902 Not tested (obsolete) 7975 Yes *** 7905 Yes 8800 Yes 7906 Yes 8811 Yes 7910 Yes 8841 Yes 7911 Yes 8851 Yes 7912 Yes 8861 Yes 7920 Yes 8941 Yes ** 7921 Yes 8945 Yes ** 7925 Yes 8961 Yes ** 7925G Yes 9951 Yes ** 7925G-EX Yes 9971 Yes ** 7926 Yes Cisco CSF Yes 7931 Yes DX70 Yes 7940 Yes DX80 Yes 7941 Yes DX650 Yes 7941G-GE Yes * IP Yes Communicator Jabber Yes Standard Jabber installations (locally installed on the operator computer) and VXME installations (installed in a VXME environment) are supported as operator devices and end points. NOTES: * If the operator is using a model 7931 IP phone, the maximum calls on the CUCM must be set to at least two. **If the operator is using a model 89xx or 99xx IP phone, the rollover feature of CUCM must be disabled. *** If Log in to hunt groups at sign in is selected, CUCM resets phones of this type (models 7961G-GE and 7975) when the operator logs into the Attendant Console Standard. All other marks are the property of their respective owners. 9
Installation or Upgrade The following instructions apply when installing or upgrading the attendant console software. When upgrading the software, the installation wizard lists details of the current installation, which you can accept or change as required. You do not need to uninstall the old version before installing the new software. When performing the installation, local administration rights are required. Be sure to have the server Internet Protocol/Fully Qualified Domain Name (IP/FQDN) for CUCM and CUPS, along with the respective application users and CUPS users IDs and passwords before beginning the installation. The attendant console software requires.net framework 4 and potentially the C++ redistributable packages to run. If these have not been supplied or configured before installation, the installation wizard installs and configures them for you. 1. Obtain the following from AT&T: Attendant Console server IP (Internet Protocol) address Attendant Console Client software End user (operator) login information 2. Make sure the end user s PC meets the requirements listed in Chapter 1. 3. Copy the Attendant Console client software file, CUACS_Setup.exe, to the end user s PC. 4. Login as a local admin member of the end user s PC and launch the executable file, CUACS_Setup.exe. 5. In Internet Explorer, under Tools, choose Internet Options. 6. In the dialog box, select the Advanced tab. 7. Under Security, deselect (uncheck) Check for publisher's certificate revocation. NOTE: After the installation, you may select (check) this parameter, if desired. 8. Under Security, deselect (uncheck) Check for server certificate revocation. NOTE: After the installation, you may select (check) this parameter, if desired. 9. Click the OK button. All other marks are the property of their respective owners. 10
10. Browse to the folder where the installer exists and run CUACS_Setup.exe. 11. On the Welcome Page, click the Next button. 12. In the Cisco Unified Communications Manager Connection Details page (Figure 1), enter the following information: a. FQDN (if Domain Name Service (DNS) resolution is enabled) or IP of the Publisher or Subscriber running the Computer Telephone Integration (CTI) manager b. Application User ID for this console c. Password for the operator Figure 1. CUCM Connection Details page 13. Click on the Next button. NOTE: During installation, the TSP appropriate to the CUCM you are using will be downloaded and installed automatically. 14. Click Yes to all Security Alert messages. 15. In the Language Information page, select the language you want to use, and then click the Next button. All other marks are the property of their respective owners. 11
16. In the Cisco Unified Presence Server Connection Information page (Figure 2), enter the following information: a. The Server Address or URL required for hosted presence b. the Domain name c. The Cisco Unified Presence User Name to use d. The Cisco Unified Presence Password appropriate to the User Name Figure 2. CUPS Connection Information page 17. Click the Next button. 18. In the Choose Destination Location page, either accept the default folder (recommended) or Browse to the folder in which to install the application, and then click the Next button. 19. In the Start Copying Files page, if the details are correct, click the Next button. If not, click the Back button and correct the information. 20. In the InstallShield Wizard Complete page, select Yes, I want to restart my computer now, and then click the Finish button. All other marks are the property of their respective owners. 12
21. Upon reboot there may be an additional prompt to complete the TSP install depending on your company s User Agent Client (UAC) settings. Allow any remaining steps to complete before continuing. The attendant console software is now installed. All other marks are the property of their respective owners. 13
Launching the Attendant Console Software for the First Time By default, the installation process created a desktop icon and start menu item. Perform the following to launch the software. Double click on the desktop icon to open the Login page. You should see a message on the page stating that it s obtaining application user devices (Figure 3). If you do not see this message (may have been too quick) and are not able to sign in, there was an issue with: The TSP client, or A prerequisite install, or An incorrect application user configuration If there was an authentication issue, this will display on the Login page. Figure 3. Login page All other marks are the property of their respective owners. 14
After the startup process finishes, the Login page displays the word Extension, which indicates that you need to enter an operator s phone number (Figure 4). Figure 4. Login page prompting for operator s extension As you begin to enter valid extensions (phones that the application user has control over), you will see search results (Figure 5). Type in as much of the extension that is needed to find a match, then if prompted, select the operator s desk phone. NOTE: If the operator s extension is shared among devices, there will be a list of devices presented to choose from (Figure 6). All other marks are the property of their respective owners. 15
Figure 5. Search results display as you enter the operator s extension number Figure 6. Example of an extension number that is shared among devices All other marks are the property of their respective owners. 16
Once the operator is logged in, the console will perform a direct synchronization with the contacts available in the CUCM directory (Figure 7). Figure 7. Example initial directory synchronization with CUCM All other marks are the property of their respective owners. 17
Configuration Options Attendant Console Standard offers many configuration options. The most popular options are described below. Contact your AT&T Representative for a complete listing. Adding a Redundant CTI Manager Obtain the Redundant CTI Manager IP address from AT&T. 1. Login as an administrator to Attendant Console Standard. 2. Go to the Control Panel and select the Phone and Modem option. 3. If prompted, provide an area code to continue. 4. Click on the Advanced tab (see Figure 8). Figure 8. Configuring a backup CTI manager All other marks are the property of their respective owners. 18
5. Highlight Cisco TSP001.tsp in the Advanced tab, then click the Configure button. 6. Select the CTI Manager tab (Figure 9). Figure 9. CTI Manager tab 7. Provide a Backup CTI Manager Location. 8. Click on the OK button. 9. Close the Phone and Modem page. All other marks are the property of their respective owners. 19
Directories Attendant Console Standard can display one or more directories containing contact information. The Corporate directory always displays. It is copied from one or more of the following sources: CUCM A Comma Separated Variable (CSV) file. CSV file names have the.csv extension. CUCM is the default source of your corporate directory. Attendant Console Standard automatically synchronizes with the CUCM directory when an operator logs in. Directory Groups Attendant Console Standard supports directory groups that allow you to quickly view and connect to contacts that are not in your corporate directory. These directory groups can contain any combination of the following: Imported contacts that can be obtained from either CSV files or Extensible Markup Language (XML) files. Contacts you entered yourself As well as importing contacts into directory groups, you can also export (copy) directory groups to CSV files, so they can be used by other attendants or in other applications. Directory Synchronization The process of copying contacts from your source directories into Attendant Console Standard is known as synchronization. When synchronization occurs, the contacts from both the CUCM and the CSV file (if you specify one) are copied into Attendant Console Standard. The actual data that is displayed in your corporate directory depends not only on what is in your sources but also on any directory filters, directory field mappings, or Busy Lamp Fields (BLF) rules you have configured. These are described in the paragraphs below. Directory synchronization takes place at regular intervals that you define; and you can configure Attendant Console Standard to synchronize with the source directory when you login (the default setting). Directory Filtering A directory filter consists of a set of rules that are applied during synchronization to ensure that only certain contacts are copied to the corporate directory. Each directory rule can compare one of the following contact details to a text string: Department Telephone Location All other marks are the property of their respective owners. 20
A rule makes the comparison according to one of the following conditions: Begins with Contains Is exactly Ends with Directory Field Mappings Directory field mappings define which contact data fields (source fields) to import from CUCM or a CSV file and which destination fields in the directory to populate with data. You can use different directory field mappings for CUCM and a CSV file. This can provide you with the flexibility to, for example, import sales contacts from CUCM and marketing contacts from a CSV file. When you install Attendant Console Standard, default directory field mappings are defined for you. You can change these mappings or define your own. BLF (Busy Lamp Field) Rules BLF rules are applied during synchronization to convert directory numbers to a different format by searching for and replacing specific number prefixes. You can define sets of multiple rules to be applied during synchronization. Different rules can be defined for synchronizing from CUCM or CSV files. NOTE: If using BLF rules, the converted numbers must match the directory numbers monitored in TAPI, otherwise, the line state will not be displayed in the directories. Numbers converted by BLF rules are used by Attendant Console Standard when it dials. If you set up BLF rules, you also need to set up translations in CUCM to convert the numbers in Attendant Console Standard back to the originals, so that you can call those numbers. Contact Notes You can add notes to any contact record in the Corporate directory, the search results, or any directory group. The notes are text containing additional information about the contact. Notes are available whenever you login. If you delete a contact, the notes for that contact are also deleted. If you export contacts, their notes are also exported. If you import a contact with notes, its notes are available to you. All other marks are the property of their respective owners. 21
Additional Configuration Options The following are some additional configuration options: Preventing access to the Options tabs Connecting to a different Presence server Connecting to a different CUCM Setting operator voicemail prefix Configuring alerts Keyboard shortcuts. All other marks are the property of their respective owners. 22
Use Example Hunt Groups Logging into Hunt Groups A hunt group is a group of extensions configured so that an unanswered call to any extension is forwarded to one of the other lines in the group. CUCM supports hunt groups, and Attendant Console Standard enables you to sign in using a device that is part of one or more hunt groups, so that calls to the groups can be received through your operator phone. If you are logged out from any hunt groups you will not receive any calls through the groups (calls made to a pilot number). If you are not logged in to the hunt groups of which your extension is part, you can either log into them when you sign into the application (Figure 10), or you can click the extension number at the top right of the interface, and then select Log in to hunt groups from the drop-down menu (Figure 11). Figure 10. Logging into a hunt group during login All other marks are the property of their respective owners. 23
Figure 11. Logging into hunt group using the drop-down menu Logging out of Hunt Groups To log out do either of the following: Click the extension number at the top right of the interface, and then select Log out of hunt groups from the drop-down menu (Figure 12) Use the Ctrl+I keyboard shortcut Also, when you log out of the attendant console, you will be prompted to log out of any hunt groups you are logged into (Figure 13). While you are logging out you cannot take calls, but current calls will continue unaffected. You will be logged out at the end of the current call. All other marks are the property of their respective owners. 24
Figure 12. Logging out of a hunt group using the drop-down menu Figure 13. Hunt group prompt when exiting from the attendant console All other marks are the property of their respective owners. 25
Troubleshooting Troubleshooting Tools Logs Attendant Console Standard keeps a log of all events that occur within the application. This information can be used to gauge the application s configuration and performance, and can help troubleshoot errors. You can control which application subsystems are monitored, which events are logged, and the size and number of the log files. To configure logging, do the following: 1. In the main menu, choose File > Options. The Options window appears. 2. Select the Logging tab. 3. Set the following as required (see Figure 14): a. The default logging location is: \Users\<windows_user_name>\AppData\Roaming\CUACSLogging b. Enter the Number of Files, which is the maximum number of log files to store before you re-use (overwrite) the first one. c. Enter the Maximum File Size (in MBs). When the file becomes this size it is closed and a new log file is opened. d. Select the Logging Level. This is the default amount of detail that will be written into the log file. e. Detail decreases in the following order: i. DEBUG ii. INFO iii. WARN iv. ERROR v. FATAL f. If you choose Custom, you can set the logging level for all the specific modules. All other marks are the property of their respective owners. 26
4. Click on the Apply button. Figure 14. CUACS Logging Configuration TSP Logging While logged in as an administrator on Attendant Console Standard: 1. Navigate to Control Panel > Phone and Modem (Figure 15). 2. If prompted, provide an area code. 3. Click on the Advanced tab. 4. Highlight Cisco TSP001.tsp and click on the Configure button. 5. Select the Trace tab (Figure 16). 6. Configure additional logging as required by AT&T. 7. If desired, change the default Directory for log files. 8. Click on the OK button. 9. Close the Phone and Modem window. All other marks are the property of their respective owners. 27
Figure 15. TSP logging configuration Figure 16. Advanced tab All other marks are the property of their respective owners. 28