Solved: Question about AXL Service?

techToddler · ‎11-27-2015

Hello Friends,

Requesting someone to explain what is meant by AXL Serivce. Like what components is used on it or what is it doing.

I have CUCM and UCCX merged with this. So what it does. Can someone explain in leyman term.

Thanks.

Sanjay.

Deepak Rawat · ‎11-27-2015

UCCX integrates with CUCM on 2 major fronts:

AXL
CTI

AXL Integration:
AXL is used by the UCCX for authentication. This authentication will be for both UCCX admin login, and also for agent login. Cisco Unified CCX accesses the user information from Cisco Unified CM via the Cisco Unified CM Administrative XML Layer (AXL) API. User authentication is also done via the Cisco Unified CM AXL API since UCCX by no chance can perfom the authentication for the end users on its own becuase of two facts:

1) End users are created on CM only

2) UCCX does not have the ability to integrate with LDAP directly to pull the users or perform the authentication

AXL is also used by the UCCX to send the request to the CUCM for the creation of the CTI ports and the CTI route points. There is no limit on the number of AXL providers for the UCCX

CTI integration:
The JTAPI client installed on the UCCX talks to the CTI manager service on the Call manager over the QBE protocol for all call control operations. CTI integration is also needed so that the call related information can be delivered to the agent. For example: ANI, redirected number etc.
All call operations required by the UCCX is done via requests/responses to the CTI manager service. All activities and operations on the agents’ phones need to be known to the UCCX. This is done via the CTI integration.

How does the Call manager know which CTI port the call has to be sent to? The UCCX tells the CUCM via the CTI integration. Limitation of only 2 CTI providers.

The 2 important users associated with this integration:

CTI Provider user: this user controls the CTI ports and the CTI Route points. Therefore, ensure that all the CTI ports and the CTI Route points are under the “controlled devices” of this user.

RmCm user: The Resource Manager and Contacts Manager user is an application user who has control over all the agent phones. Therefore, ensure all agent phones and device profiles (if using EM) is controlled by this user.

Apart from UCCX, other applications like Presence, Unity CxN or any other third party application which need to pull the users, perform the authentication will be using AXL service only. There is lot more to it but you really do not need to know about that as the above mentioned covers most of it from a user perspective.

Using AXL queries/syntax, you can perform various other operations as well which Vivek mentioned but that is something which system(such as UCCX, Unity CxN ) will do for you on its own through the Request/Response mechanism and there is no manual intervention required for the same. As an Administration, you only need to make sure of below two things

1) The AXL user which you will be creating on CM as an Application User should have the Standard CCM Super Users right that include AXL API capability inherently along with the other required roles for AXL to work properly

2) The userid and password for the AXL user should exactly be the same on the Application side(such as UCCX, Unity CxN ) that you created on CUCM for the AXL authentication to work properly.

Regards

Deepak

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Vivek Batra · ‎11-27-2015

By the definition, Administrative Web XML Service (AXL) is a XML/SOAP based interface that provides a mechanism for inserting, retrieving, updating and removing data from the Unified Communication configuration database.

While CUCM/UCCX integration, one fo the instance of AXL is retrieving all users from CUCM database so you don't need to add those users manually in UCCX.

- Vivek

Manish Gogna · ‎11-27-2015

AXL architecture and its working is explained in some detail in the following links

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_troubleshooting_guide_chapter09186a00801f096f.html

https://developer.cisco.com/site/axl/discover/what-is-administrative-xml/

Manish

Deepak Rawat · ‎11-27-2015

UCCX integrates with CUCM on 2 major fronts:

AXL
CTI

AXL Integration:
AXL is used by the UCCX for authentication. This authentication will be for both UCCX admin login, and also for agent login. Cisco Unified CCX accesses the user information from Cisco Unified CM via the Cisco Unified CM Administrative XML Layer (AXL) API. User authentication is also done via the Cisco Unified CM AXL API since UCCX by no chance can perfom the authentication for the end users on its own becuase of two facts:

1) End users are created on CM only

2) UCCX does not have the ability to integrate with LDAP directly to pull the users or perform the authentication

AXL is also used by the UCCX to send the request to the CUCM for the creation of the CTI ports and the CTI route points. There is no limit on the number of AXL providers for the UCCX

CTI integration:
The JTAPI client installed on the UCCX talks to the CTI manager service on the Call manager over the QBE protocol for all call control operations. CTI integration is also needed so that the call related information can be delivered to the agent. For example: ANI, redirected number etc.
All call operations required by the UCCX is done via requests/responses to the CTI manager service. All activities and operations on the agents’ phones need to be known to the UCCX. This is done via the CTI integration.

How does the Call manager know which CTI port the call has to be sent to? The UCCX tells the CUCM via the CTI integration. Limitation of only 2 CTI providers.

The 2 important users associated with this integration:

CTI Provider user: this user controls the CTI ports and the CTI Route points. Therefore, ensure that all the CTI ports and the CTI Route points are under the “controlled devices” of this user.

RmCm user: The Resource Manager and Contacts Manager user is an application user who has control over all the agent phones. Therefore, ensure all agent phones and device profiles (if using EM) is controlled by this user.

Apart from UCCX, other applications like Presence, Unity CxN or any other third party application which need to pull the users, perform the authentication will be using AXL service only. There is lot more to it but you really do not need to know about that as the above mentioned covers most of it from a user perspective.

Using AXL queries/syntax, you can perform various other operations as well which Vivek mentioned but that is something which system(such as UCCX, Unity CxN ) will do for you on its own through the Request/Response mechanism and there is no manual intervention required for the same. As an Administration, you only need to make sure of below two things

1) The AXL user which you will be creating on CM as an Application User should have the Standard CCM Super Users right that include AXL API capability inherently along with the other required roles for AXL to work properly

2) The userid and password for the AXL user should exactly be the same on the Application side(such as UCCX, Unity CxN ) that you created on CUCM for the AXL authentication to work properly.

Regards

Deepak

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techToddler · ‎11-27-2015

Thank You a bunch friends. Simple and much understandable one.

Regards

Sanjay.