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Ask the Expert:Cisco Unified Attendant Consoles

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.

43 REPLIES
New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

Hi Julio,

CUxAC is fully supported in a virtualized environment, you can find the minimum requirments and other information in our installation guide at the following link:

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

64-bit is not currently supported, this is on the roadmap and expected to be available early next year.

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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?

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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

New Member

Re: Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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.

Bronze

Re: Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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.

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Re: Ask the Expert:Cisco Unified Attendant Consoles

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

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Re: Ask the Expert:Cisco Unified Attendant Consoles

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.

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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.

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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

New Member

Re: Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Re: Ask the Expert:Cisco Unified Attendant Consoles

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.

New Member

Re: Ask the Expert:Cisco Unified Attendant Consoles

Hi Jamie,

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

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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.

New Member

Ask the Expert:Cisco Unified Attendant Consoles

Thank you!

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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.

New Member

Ask the Expert:Cisco Unified Attendant Consoles

Hi Jamie,

my customer wants to know if CUEAC Server is supported on virtualized environment using IBM hw. I found this link:

http://docwiki.cisco.com/wiki/Specification-Based_Hardware_Support

I want to confirm that the info applies also for CUEAC. Do you know if it is supported and if it has some restrictions?

Thanks,

Marco.

Cisco Employee

Ask the Expert:Cisco Unified Attendant Consoles

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

New Member

Ask the Expert:Cisco Unified Attendant Consoles

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?

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