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Ask the Expert:Cisco Unified Attendant Consoles

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May 4th, 2012

Read the bioWith Jamie Gale


Welcome to the Cisco Support  Community Ask the Expert conversation. This is an opportunity to learn and ask questions  about the Cisco Unified Attendant Consoles with Jamie Gale. The Cisco Unified  Enterprise Attendant Console is a highly scalable software-based console  designed for Cisco Unified Communications Manager customers. It combines  support for traditional telephony functions with advanced Unified Communications applications and services, such as at-a-glance destination  presence status for more effective dispatching of inbound calls.

Jamie Gale is a Technical Marketing Engineer in the IP Communications Business Unit at Cisco. He is an expert on Cisco Unified  Attendant Consoles with broad knowledge on the solutions Cisco offers including  the Cisco Unified Attendant Consoles for Businesses, Enterprises and   Departments. Jaime has more than six years of experience on designing,  implementing, and supporting Attendant Consoles in a whole range of businesses.

Remember to use the rating system to let Jamie  know if you have received an adequate response. 

Jaime might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration,  Voice and Video sub-community discussion forum shortly after the event. This event lasts through May 18, 2012. Visit this forum often to view responses to your questions and the questions of other community members.

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juliocarv Mon, 05/07/2012 - 09:16

Hello Jamie,

Quick question:

Is the Cisco Unified Attendant Consoles supported in a virtualized environment?, also

Can I use a 64-bit Operating System?

Thank you

Julio

asherif82 Tue, 05/08/2012 - 00:01

Hi Jamie,

I have a customer who has some requirement that he need employees not to have access to PSTN using FAC and only be directed to outside by the Operator . So if someone wants to call local,national ,mobile...etc, first s/he has to call the operator and then the operator transfer him/her a free line so s/he can call outside.

Is that possible function using Attendant Console or some other third party application can perform that function?

Thanks,

Amr Sherif

jamgale Tue, 05/08/2012 - 06:54

Hi Amr,

Yes this would be possible using the Cisco Unified Attendant Console.

What I would suggest would be to create an Internal Queue within the Attendant Console Web Admin and assign this to the Operator(s). You can then setup a translation pattern for Internal people to dial "0" or "100" or another number which would place the call through to the Internal Queue CTI Route Point.

The Internal calls would go through to the Operator who could then transfer them to the required external number, you would need to make sure that the CSS used on the CTI Ports and the Operator IP Phone has access to call PSTN numbers.

Hope this helps.

Jamie

jamgale Wed, 05/09/2012 - 10:44

Amr,

The Attendant Console is used for transferring calls, there is no way to send a free line through the console to achieve this.

Is this possble using just an IP Phone?

asherif82 Wed, 05/09/2012 - 09:54

Hi Jamie,

The call flow that the customer need is that when end-user want to dial outbound calls,He just call  the operator by dialing "0" and then the later send him a free line and then the end user start dialing his number not to be transfered . Shortly the operator job is just send a free line to the employees not to dial external numbers and then transfer it to them.

You got my point, Is that possible with CUxAC ?

Thanks,

Amr Sherif

Marcelo Vieira Wed, 05/09/2012 - 06:46

Hi Jamie,

I wonder how to upgrade the Cisco Unified Attendant consoles. Is there any training material on CSC that can help me with the process?

Thanks,

Marcelo

jamgale Wed, 05/09/2012 - 07:11

Hi Marcelo,

You can download the software from www.cisco.com/go/ac.

Part of the downloaded ZIP file is documentation for installation of the software, within this document there are instructions on how to perform an upgrade.

In essence, you simply run the new install over the top of the current installation and the software does it all for you, nice and simple :-)

Thanks

Jamie

jacuadros Thu, 05/10/2012 - 22:09

Hi Jamie,

Thanks in advance for you help,

A customer have already cuac enterprise version 8.0.6 installed with cucm 7.1.5 and is planning to upgrade cucm to version 8.6. As actual version of cuac is not compatible we require to upgrade as well cuac, my question is about upgrade licenses, And upgrade software.

where can we get them?

Do we need a new license for the new version of cuac? Or we just need to download the new version of cuac 8.6.2 and install it over the old version and licensed are migrated automatically?

Are these free of charge? Or we have to purchase them?

Thanks again.

Sent from Cisco Technical Support iPad App

jamgale Fri, 05/11/2012 - 06:01

Hi Javier,

You can just download the latest software from www.cisco.com/go/ac and run the upgrade over the top of the current installation.

Unless the customer is running on VM, renames the machine or uses another machine then the licenses will migrate with the upgrade and this is free of charge. If a new license is required dues to the scenarios mentioned, you would need to contact Cisco TAC with the Sales Order Number for the purchase of software or the License Activation Code originally used and request a re-host. They will then proceed to reset the LAC and a new license file can be generated.

It is worth noting that version 9 (due for release next month) will introduce version specific licensing, if you are performing a major upgrade (version 8 to version 9 as an example) you will need a new license file. If you have a valid UCSS contract in place then this is free of charge, if not you will need to purchase an A La Carte upgrade at a cost. This information will all be available in the documentation with the release.

bigcappa1 Thu, 05/10/2012 - 23:38

Jamie,

2 questions here, think one has been covered.

Going to upgrade from 3.1.1.8 to 8.5 (cucm is on 7.1 but upgrading to 8.5 in the summer). Realize I can upgrade over the top and will have to upgrade all user consoles accordingly. Will I need a new license for this or is the current one fine.

2nd question is we have just started to role out the CUEAC to remote sites, one issue we are having is the speed dials, they don't seem to be restricted to the local console, so if one user adds an entry they all users can see this, we want the local site to have their own list of speed dials, is this possible?

Thanks

Paul Spence

Sent from Cisco Technical Support iPad App

jamgale Fri, 05/11/2012 - 06:04

Hi Paul,

1. Unless the customer is running on VM, renames the machine or uses  another machine then the licenses will migrate with the upgrade and this  is free of charge. If a new license is required dues to the scenarios  mentioned, you would need to contact Cisco TAC with the Sales Order  Number for the purchase of software or the License Activation Code  originally used and request a re-host. They will then proceed to reset  the LAC and a new license file can be generated.

It  is worth noting that version 9 (due for release next month) will  introduce version specific licensing, if you are performing a major  upgrade (version 8 to version 9 as an example) you will need a new  license file. If you have a valid UCSS contract in place then this is  free of charge, if not you will need to purchase an A La Carte upgrade  at a cost. This information will all be available in the documentation  with the release.

Please also note that during the upgrade from the version you already have, you need to change the CUCM End User to an Application User before performing the upgrade.

2. When creating speed dials there is an option called Private Speed Dials, my suggestion would be to ensure that is selected, this will mean only the operator which creates it can see that entry. This does mean that some operators will need to create the same speed dials but this is the only way to restrict who can see the speed dial entries.

vinhnguyen Mon, 05/14/2012 - 00:09

Hi Jamie

Currently we have two queues.  At the moment when the queues are busy the call go to voicemail.  Customer want the call to sit in the queue and music on hold playing.  Is this possible and is there a Cisco link for this type of configuration.


Thanks

jamgale Mon, 05/14/2012 - 06:19

Hi Vinhnguyen,

By the sounds of you description you either have the queues configured to go to an overflow destination in certain scenarios (you can check this in the queue managament section of the CUxAC Web Admin) or you are actually sending calls to the operators phone instead of the queue and therefore the next call is following the routing of the phone.

If you do not have any overflows cofigured against the queues, once the calls hit the CTI Route Point (Queue DDI) they are redirected immediatly to a CTI Port (CT Gateway Device) where they queue to be answered, you can have as many calls waiting as long as you configure enough of these CTI Ports.

To play music to callers that are waiting, in the Web Admin under general properties there is an option called Held Queued Calls, select this and the call is answered and placed on hold immediatly, the caller will then here the MoH source configured against the CTI Ports.

This can be found in the installation guides at the folllowing link:

http://www.cisco.com/en/US/products/ps7282/prod_installation_guides_list.html

Novriadi . Mon, 05/14/2012 - 04:49

Hi Jamie,

I have a questions related with your topic,

I have Cisco Unified Attendant Console with system version 8.6.2.11 connect with CUCM ver 8.5.1.10000-26

and experience problem when Operator login to Attendant Console client and discover / view users phone status.

the phone status shows out of service status. In our environment, we use extension mobility in all users.

I have follow the documentation, such as design guide, installation guide, and troubleshooting guide, but the problem still occur, I must manually input the device name in the CUCM end users configuration (and I think we can not use this method, because it must be manually on each user - with 3000 users).

Is there any method and possibility to use extension mobility and Attendant Console, or this is a bug ?

Thanks.

Novri

jamgale Mon, 05/14/2012 - 06:36

Hi Novri,

This certainly should work.

When using Extension Mobility there is a setting which needs to be changed on the server:

On the Attendant Console Server browse to C:\Program Files\Cisco\CTI Server\Repository\

Open up CiscoCUCM_CTI file using notepad and change the value of DRMDynamicDevicePrioritisation to True

Then browse to C:\Program Files\Cisco\CTI Server\DriverInstance\1 and open the same file name above and change the value to True for the same entry.

Once done restart your server.

With these settings, the MAC address field against a contact is left blank and the device information will be searched every time the operator does a directory lookup, this should find the correct logged in device and display the status.

Novriadi . Mon, 05/14/2012 - 17:46

Jamie

I already set "DRMDynamicDevicePrioritisation" to true in (C:\Program Files\Cisco\CTI Server\Repository\) & (C:\Program Files\Cisco\CTI Server\DriverInstance\1).

Unfortunately I still facing the same problem with phone status show out of service. Is there any option for solving this problem ?

Is the server must use or register to DNS (Forward & Reverse) ?

FYI, I use Subscriber Server for CTI Manager.

Thanks for your advice.

Novri.

jamgale Tue, 05/15/2012 - 05:48

Hi Novri,

In order for the correct device to be found by the CUxAC server the telephone number in the directory needs to match the DN of the line exactly, if there is any spaces or if it is a different number then BLF will not work.

Is there a missmatch in number?

You can also check the logged out phones and device profiles to ensure Allow Control from CTI is selected, if it isn't then select this option and log the EM profile out and back in again.

If the above is all correct then the only way to determine why the device is not found in a lookup by the CUxAC server would be to open a TAC case with some traces so it can be investigated.

Jamie

Novriadi . Tue, 05/15/2012 - 06:37

Hi Jamie,

In my customers UC environment we use different number between DN in line configuration and telephone number in end user configuration (because there are several requirement for the telephone number in LDAP using 9 digit extension, with another requirement in DN in line configuration using 4 digit extension).

Is this same or inline with your explanation ?

DN number in Line configuration = Telephone number in End User configuration.

For this requirement, where i can found official explanation related with above prerequisite ?

Thanks

Novri

jamgale Tue, 05/15/2012 - 06:45

Hi Novri,

This would indeed be the problem, in order for BLF to work you need the Telephone Number in the End User and the DN in the line configuration to match exactly, if the Telehone Number against the End User is 9 digits then this is what will be in the Attendant Console Directory and this will be the number we look for when requesting the BLF, there is no number translation in the product in order to convert the correct DN against the line.

I have attached a document which explains this a bit better, the example in this document is using E.164 numbers but it applies to any missmatch in number, there is also a possible workaround explained in the document.

Hope this helps.

Novriadi . Tue, 05/15/2012 - 06:52

Hi Jamie,

Thanks for your resolution and explanation, very clear to me.

bkccards64 Mon, 05/14/2012 - 07:10

Hi Jamie -

I see a couple posts regarding re-hosting requirements for the LAC, but I want to make sure I understand.  We currently have CUEAC running on a physical server, and we want to move it over to a virtual server on the customer's UCS deployment. If we build out a Windows 2008 server on UCS w/ the same name as the existing CUEAC server, will this require contacting TAC to re-host with a new license key?  Is CUEAC licensed to the software or the hardware, essentially?

Thank you

brian

jamgale Mon, 05/14/2012 - 09:11

Hi Brian,

CUEAC is licensed to the hardware, it uses details such as MAC address, HOSTNAME along with VM UID when using VM.

You will need a re--host if you are moving the software to another machine.

jackson.braddock73 Tue, 05/15/2012 - 06:42

Hi Jamie,

I have an issue with the attandant consoles and I hope you can help me. I can only see internal calls hit the queues. External callers can hear ringing but I cannot see these calls in the Attendant Console. Do you know what the problem is and how to fix it?

Thank you in advance.

Jackson

jamgale Tue, 05/15/2012 - 06:47

Hi Jackson,

This is most commonly an issue with the CSS of the incomming gateway.

You need to make sure that the CSS used by the gateway for incomming calls has permissions to call the Partitions that the Operators IP Phones are in as well as the Partition used by the CTI Route Points and CTI Ports which are configured for the CUxAC Server.

jamgale Tue, 05/15/2012 - 14:48

Hi Marco,

CUEAC is supported in the Spec Based Hardware program for which you have sent the link.

As long as the minimum requirements are met as outlined from that link and then the specifications are met for the actual VM image used by CUEAC (found in the installation guide) then it is fully supported.

Jamie

tirianwilson Wed, 05/16/2012 - 04:37

Good Morning,

     We have used the Cisco Attendant Console that was part of CallManager since the 4.0 days and it worked well for us.  When we needed to upgrade to CallManager 8.x we looked at CUEAC and several other products but could not find anything that could meet our three requirements.  Because the old AC used a text file as the directory, it was easy to have multiple groups each having their own private directory.  In fact, we have three different switchboards (for different business units) each with their own directory.  The files are stored on a central server and updated from a database by SSIS packages.  We use file permissions to prevent unauthorized users from seeing other directories and scripts to edit the configuration files so that the AC software automatically looks at the correct directory.  That worked well for us, but wasn't the cleanest or most elegant solution.  However, after buying CUEAC, returning it and buying Arc Premium, and then returning that we came to the conclusion that ARC couldn't do multiple disparate directories.  Some further research turned up a couple of vendors that claimed they could, but they failed the second requirement - supporting hold music for callers in queue.  Our third requirement is something that the old Cisco AC couldn't do but is a requirement for all new products - it must use AD authentication (either directly or through CallManager).

     So, for now, we have a second CallManager cluster running 7.1.5 to support our AC users.  This is a suboptimal solution since the ICT causes some issues and it is a pain to move phones from CallManager 8.5 down to 7.1, but it is better than any of the other products we have found.

     Having said all that, my question is this, are you aware of any product that is able to meet our three requirements: multiple directories with access control, music on hold for queued callers, and AD authentication?

jamgale Wed, 05/16/2012 - 06:27

Hi tirianwilson,

Thanks for your questions.

I will start with CUxAC, you are correct in the fact that CUxAC can only have a single directory which is shared between all operators, in the current release this is a sync with CUCM and in version 9 you will have the ability to sync directly with Active Directory (In a new Premium Edition) as well. What you can do in the latest release is create Personal Directory Groups, althouh each operator will see the Full Directory, they can create there own group using a filter which will populate a new group with the relevant users, for example your filter maybe location is equal to North Caroline. This group will dynamically update with new users without any user interventiion as long as that filter rule is met. Having said that, I understand if there is privacy rules with the operators still being able to see the full directory.

In CUxAC you can also set the queues so MoH is played to the caller whilst they wait instead of hearing ringing.

With Arc Premium you can achieve the directoryt segregation you have described as you do have the ability to create multiple directory groups and these groups are associated to the relevant operator user accounts, this restricts the directory to the people you want each operator to see. With Arc Premium you can do a sync with Active Directory, Microsoft ADAM or CUCM as well as a CSV import and the ability to manually create contacts in the directory. I am not sure why you believe this directory segregating is not possible with Arc Premium but this feature has been in the product for many years.

Arc Premium also has the ablity to play MoH to callers instead of ringing, however with Arc Premium this comes with an additional module called Arc Voice Connect, this is not out of the box functionality.

With regards to your third requirements for AD or CUCM authentication, this is not availble in either product and I am not aware of any other Attendant Console that has this functionality.

I hope this helps, if you want to follow up on anything then please let me know.

Jamie

tirianwilson Thu, 05/17/2012 - 09:31

Good Afternoon and thanks for your response!

     Have you actually implemented multiple segregated  directories on Arc Premium?  We tried and couldn't make it work; then  we opened a case with Arc and they couldn't make it work, so they let us  return all our licenses for a full refund.  The recommendation was to install multiple servers in VMs and control access at the server level, but we didn't want to go that route unless we absolutely had to.  The issue in our environment  is that each of the different directories has "sensitive" information  in it like cell phone numbers for executives that they need for their  switchboard operators to have, but don't want the operators from the  other BUs to have.  As a  result it is one of the two "must have" features - the other being hold  music for the queues.  Our software policy specifies AD integration as a  requirement, but it has been waived in the past when such software was  not available.  We keep looking for a product, but haven't found anything yet.  Have any of your other customers ran into similar issues?

jamgale Thu, 05/17/2012 - 10:13

Hi,

My background is from the Arc Premium side of things before moving to being the TME for the Cisco Unified Attendant Consoles, I deployed Arc for around 5 years and had many implementations where segregated directories where setup.

I do not know why you would have been told this was not possible but it is something I can look into for you, there is a possiblity that it wasn't possible with how your Active Directory was structured. In order to sync into different directory groups the users in AD would need to be either in there own OU or have a property unique to that directory group, for example location  = directory group 1.

Feel free send me a Private Message on here with your contact details, we can then catch up offline to find out more details around this Arc Premium issue.

With regards to the AD integration, I have heard a handful of customers ask for it but it has never been a high priority feature, unfortunatley as mentioned before I am not aware of any Attendant Console software which offers this functionality.

Jamie

marcusdewaal Thu, 05/17/2012 - 06:15

Hi Jamie

I have deployed 2 CUEAC 8.6.2.2000-2 servers with 15 operators each. Each remote site has its own queue. The BLF service needs to be constantly restarted in-order for the receptionists to see the BLFs. Is there a work around for this?

Secondly, Each remote site would like to only see their particular sites corporate directory, how do I enable this? Do I use the directory rules on the server?

Regards,

Marcus de Waal

jamgale Thu, 05/17/2012 - 06:29

Hi Marcus,

There is no reason for you having restart the BLF service, it sounds like the connection between the CUEAC Server and the CUCM for line status is getting disconnected and the restart is simply re-establishing that link. In order to look into what is causing this you would need to open a TAC case and provide the relevant traces that they would ask for.

With regards to your second query, the CUEAC Server can only sync one directory which all operators on that server will see, you can restrict the directory which is imported using the filters and creating rules such as location is equal to remote site A, this will then only import the users which match that rule.

If you have the need to seperate out the directory for different users on the same server, this is not possible with the product today. What you could do for each remote site however it create Personal Directory Groups, that will allow the operators to see there selected users in one directort tab. For more information on this and to see how it works, you can look at the Personal Directory Groups video at the following link:

http://www.arcsolutions.com/north_america/solutions/products/cisco_oem_consoles.aspx

Hope this helps.

Jamie

marcusdewaal Thu, 05/17/2012 - 07:03

Hi Jamie

Excellent, thanx for pointing me in the right direction. I was unaware of those videos.

Regards,

Marcus

Rob Huffman Thu, 05/17/2012 - 06:41

Hi Jamie,

I just wanted to take a moment to say thanks for your outstanding support on this

"Ask the Expert event" +5 from this end!

It's great to see the detailed answers that you have provided to the questions here

Good stuff!

Cheers!

Rob

"Everything is broken" - Bob Dylan

jamgale Thu, 05/17/2012 - 06:53

Hi Rob,

Thanks for the feedback, I am glad to hear this event has been helpful.

Jamie

bingzaballa Thu, 05/17/2012 - 12:25

Hi.

We are upgrading our CUCM from 6.x to 8.6  And so We are bringin CUEAC 8.2 as part of the migration.  In our current setup, we have 20 offices with each office having a receptionist/front desk who uses AC. Each office has their own Main number which is handled by AC with a separate pilot point /CTI route point.

So now, I'm trying to figure out how I can do this in CUEAC 8.6  I have installed a lab environment with only one server for all sites. IT does not look like I can assign a separate CT Gateway devives to each Queue.  Is there a way to do this, i.e. each Queue having a separate CT ports, CT Gateway devices, Service Devices ? 

Or does it look like I will have to install 20 CUEAC servers , each server per site   ?

Thanks.

Bing

bingzaballa Thu, 05/17/2012 - 12:26

I meant to say we are bringing CUEAC 8.6.2 ( not 8.2)

jamgale Thu, 05/17/2012 - 12:38

Hi Bing,

In CUEAC it is possble to create multiple queues (up to 50) and each queue has it's own CTI Route Point. However, what you are referring too is the use of CTI Ports which are used for placing calls on hold, call park and transferring calls.

The CTI Ports in the current release are a shared pool of devices, meaning that the devices use a specific Calling Search Space, Partition, Music on Hold source and other properties.

We understand that there are some setups where different queues maybe handled by different operators in different locations and in this particular setup you require calls into the different locations to use there own CTI Ports so you can use a specific CSS/PTN etc for that site.

As a result of feedback from customers, version 9 of CUEAC which is currently scheduled for release on June 28th will have the ability to create what we call Queue Device Groups. You will be able to create up to 20 groups and within each group you can have your own CTI Ports which can have there individual settings, you then assign this group to a queue or multiple queues. When a call now routes to a queue, it will use a CTI Ports which is assigned to the group which is assigned to that queue.

There is a consideration when planning to implement using queue device groups, currently (and including V9), it is only possible to control a maximum of 255 CTI Ports per CUEAC server (CTI Route Points are not included in that number). What you need to work out is how many of each device type is needed in each group and if you end up with more than 255 then you will need to consider reducing the amount of devices in each group or plan on deploying a second server - we do have plans to change that limit but I could not advise when that would be at this time.

Having said all this, if you cannot wait for this release then the only option would be to implement multiple servers in order to use unique settings on CTI Ports for each location.

I hope this helps

Jamie

bingzaballa Thu, 05/17/2012 - 13:32

Thanks for  the quick reply. I feared this was the case that I have to install a server per location.  I'll see if I can wait for version 9. Trying to ask my Rep if we are entitled for it. 

Bing

jamgale Thu, 05/17/2012 - 15:52

No problem Bing,

If you have purchased a UCSS contract then you will be entitled to a free upgrade to V9 once it is released.

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