Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide Version 9.0.1 January 28, 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883 Text Part Number: OL-27293-02 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. 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C O N T E N T S Preface vii chapter 1 Product Overview 1-1 Edition Feature Comparison 1-1 Core Languages 1-4 Server Resilience 1-4 Cisco Unified Attendant Console Integration with Cisco Unified Communications Manager 1-6 AXL API 1-6 Cisco Unified Communications Manager System Devices 1-7 TAPI Resilience 1-7 Music on Hold 1-7 Cisco Unified Presence Server Integration 1-8 chapter 2 Deployment Checklist 2-1 chapter 3 Hardware and Software Requirements 3-1 Server Requirements 3-1 Physical Server Hardware Requirements 3-1 Physical Server Software Requirements 3-2 VMware Server Requirements 3-3 VMware Guest Machine Requirements 3-3 VMware Software Requirements 3-3 Additional Server Considerations 3-4 SQL Server 2008 Limitations 3-4 SQL and Cisco Unified Attendant Console Server Resilience 3-4 Windows Updates and Service Packs 3-4 Data Backup 3-4 Server Redundancy 3-5 Antivirus Software 3-5 Network Requirements 3-5 Cisco Unified Attendant Console Client Requirements 3-5 PC Hardware Requirements 3-6 PC Software Requirements 3-6 Windows Updates and Service Packs 3-6 Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide OL-27293-02 iii Contents Operator Phone Requirements 3-6 chapter 4 Preparing Cisco Unified Communications Manager and Cisco Unified Presence 4-1 Creating a User Group 4-1 Creating an Access Control Group 4-2 Assigning Roles to a User Group or Access Control Group 4-2 Creating an Application User 4-3 Configuring Access to Cisco Unified Presence Server 4-3 chapter 5 Installing and Licensing Cisco Unified Attendant Console Software 5-1 Disabling UAC 5-2 Preparing SQL 5-2 Obtaining Software and Licenses 5-3 Evaluating Cisco Unified Attendant Console Software 5-4 Creating a Cisco Unified Attendant Console Downloads and Licensing Website User Account 5-4 Downloading the Software 5-4 Installing Cisco Unified Attendant Console Server 5-5 Installation Prerequisites 5-5 Installation Procedure 5-6 Disabling Remote Access Connection Manager Service 5-8 Installing Cisco Unified Attendant Console Client 5-9 Setting Data Execution Prevention 5-10 Licensing Cisco Unified Attendant Console Software 5-11 Licensing Evaluation Software 5-11 Licensing Purchased Software 5-12 Relicensing Software 5-13 chapter 6 Configuring the Cisco Unified Attendant Console Server 6-1 Administrator Login 6-1 Home Page 6-2 Menu Options 6-2 Toolbar 6-2 Data Entry Fields 6-3 Accessibility for Users with Disabilities 6-3 Engineering Menu 6-4 Administrator Management 6-4 Server Management 6-4 Database Management 6-5 Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide iv OL-27293-02 Contents Database Purge 6-6 Service Management 6-7 Cisco Unified Attendant (Console) Server Status 6-8 Cisco Unified Attendant LDAP Plug-in Status 6-9 Cisco Unified Attendant CUPS Plug-in Status 6-9 Cisco Unified Attendant BLF Plug-in Status 6-9 CUCM Connectivity 6-9 CUPS Connectivity 6-10 Logging Management 6-11 Cisco Unified Attendant Console Server Logging 6-12 Cisco Unified Attendant LDAP Plug-in Logging 6-13 Cisco Unified Attendant CUPS Plug-in Logging 6-13 Cisco Unified Attendant BLF Plug-in Logging 6-14 System Configuration Menu 6-14 System Device Management 6-14 Queue Device Groups 6-16 Synchronize with CUCM 6-17 Directory Source Management 6-20 Mapping Cisco Unified Attendant Console Fields to an LDAP Directory Source 6-21 Connecting to a Directory Source 6-22 Directory Synchronization 6-23 Directory Field Mapping 6-24 Directory Rules 6-25 User Configuration Menu 6-26 General Properties 6-26 Queue Management 6-28 Creating Queues 6-28 Configuring Queues 6-29 Operator Management 6-31 Creating Operator Profiles 6-31 Configuring Operator Profiles 6-31 Cisco Unified Replication 6-32 SQL Server Replication 6-33 Configuring Server Replication 6-33 Installing Replication 6-34 Uninstalling Replication 6-35 Re-initializing Replication 6-35 Monitoring Replication 6-36 Validating Replication 6-36 Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide OL-27293-02 v Contents Replication Report 6-37 appendix A Uninstalling Cisco Unified Attendant Console Server A-1 Uninstalling Microsoft SQL Server A-2 Uninstalling the .NET Framework A-2 Uninstalling Cisco TSP A-3 appendix B Cisco Unified Reporting B-1 Toolbar B-2 Setting Report Parameters B-2 Date Range B-2 Time Range B-2 Queue Type B-3 Attendant Operators B-3 Incoming Calls by Date and Time System Report B-3 Operator Calls by Time System Report B-4 Operator Calls by Queue System Report B-5 Overflowed Calls By Date System Report B-5 appendix C Example Cisco Unified Attendant Console Configuration C-1 Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide vi OL-27293-02 Preface This document describes how to install and configure Cisco Unified Attendant Console Premium Edition (CUACPE) – its databases, connections to Cisco Unified Communications Manager, and its system and user settings – using the Cisco Unified Attendant Admin web application. Who Should Read this Guide The document is intended for: • Deployment Engineers, who are responsible for: – System design – Preparing Cisco Unified Communications Manager – Installing the Cisco Unified Attendant Console server and Cisco Unified Attendant Console client – Configuring the Cisco Unified Attendant Console server (cid:129) System Administrators This document assumes that you have knowledge of: (cid:129) Cisco Unified Communications Manager (cid:129) Windows operating systems (cid:129) TCP/IP How this Guide is Organized This guide contains the following sections: Section Contains Chapter1, “Product Overview” An overview of Cisco Unified Attendant Console, including its compatibility with Cisco Unified Communications Manager. Chapter2, “Deployment Checklist” The steps to take when installing Cisco Unified Attendant Console, cross-referenced to the relevant procedures in this guide. Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide OL-27293-02 vii Preface Section Contains Chapter3, “Hardware and Software The Cisco Unified Attendant Console server and Requirements” Cisco Unified Attendant Console client hardware and software requirements. Chapter4, “Preparing Cisco Unified How to configure Cisco Unified Communications Communications Manager and Cisco Unified Manager so that Cisco Unified Attendant Console Presence” can work with it. Chapter5, “Installing and Licensing Cisco How to download, install and license Cisco Unified Unified Attendant Console Software” Attendant Console software. Chapter6, “Configuring the Cisco Unified How to configure Cisco Unified Attendant Console Attendant Console Server” using Cisco Unified Attendant Admin. AppendixA, “Uninstalling Cisco Unified How to uninstall Cisco Unified Attendant Console Attendant Console Server” server. AppendixB, “Cisco Unified Reporting” How to create Cisco Unified Attendant Admin reports. AppendixC, “Example Cisco Unified Attendant An example resilient Cisco Unified Attendant Console Configuration” Console Premium Edition configuration. Document Conventions This document uses the following conventions: Convention Indication bold font Commands and keywords and user-entered text appear in bold font. italic font Document titles, new or emphasized terms, and arguments for which you supply values are in italic font. [ ] Elements in square brackets are optional. {x | y | z } Required alternative keywords are grouped in braces and separated by vertical bars. [ x | y | z ] Optional alternative keywords are grouped in brackets and separated by vertical bars. string A non-quoted set of characters. Do not use quotation marks around the string. courier font Terminal sessions and information the system displays appear in courier font. < > Non-printing characters such as passwords are in angle brackets. [ ] Default responses to system prompts are in square brackets. !, # An exclamation point (!) or a pound sign (#) at the beginning of a line of code indicates a comment line. Note Means reader take note. Tip Means the following information will help you solve a problem. Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide viii OL-27293-02 Chapter 6 Cisco Unified Reporting Obtaining Documentation and Submitting a Service Request For information on: (cid:129) Obtaining documentation (cid:129) Obtaining support (cid:129) Submitting service requests (cid:129) Providing documentation feedback (cid:129) Security guidelines (cid:129) Recommended aliases (cid:129) Gathering additional information (cid:129) A list of all new and revised Cisco technical documentation see the monthly What’s New in Cisco Product Documentation at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to What’s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0. Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide OL-27293-02 ix Preface Cisco Unified Attendant Console Premium Edition Web Admin and Installation Guide x OL-27293-02