Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide Version 9.1.1 May 23, 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-27292-01 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. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED ORIMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCENT, CCSI, CiscoEos, CiscoHealthPresence, CiscoIronport, the Ciscologo, CiscoLumin, CiscoNexus, CiscoNurse Connect, CiscoStackpower, CiscoStadiumVision, CiscoTelePresence, CiscoUnified Computing System, CiscoWebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flip Video, Flip Video (Design), Flipshare (Design), Flip Ultra, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, CiscoStore, and Flip Gift Card are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the CiscoCertified Internetwork Expert logo, CiscoIOS, CiscoPress, CiscoSystems, CiscoSystems Capital, the CiscoSystems logo, CiscoUnity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPortlogo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, NetworkRegistrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebExlogo are registered trademarks of CiscoSystems,Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0907R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide © 2013 Cisco Systems, Inc. All rights reserved. 42597 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 Cisco Unified Attendant Console Integration with Cisco Unified Communications Manager 1-4 AXL API 1-4 Cisco Unified Communications Manager System Devices 1-4 Centralized Installations and Transcoding 1-5 TAPI Resilience 1-6 Music on Hold 1-6 Cisco Unified Presence Server Integration 1-6 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 3-1 VMware Server Requirements 3-3 VMware Guest Machine Requirements 3-3 VMware Software Requirements 3-4 Additional Server Considerations 3-4 SQL Server 2008 Limitations 3-4 Windows Updates and Service Packs 3-4 Data Backup 3-4 Server Redundancy 3-4 Antivirus Software 3-5 Network Requirements 3-5 Cisco Unified Attendant Console Client Requirements 3-5 PC Hardware Requirements 3-5 PC Software Requirements 3-6 Windows Updates and Service Packs 3-6 Operator Phone Requirements 3-6 Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide OL-27292-01 iii Contents chapter 4 Preparing Cisco Unified Communications Manager and Cisco Unified Presence 4-1 Creating a User Group 4-1 Assigning Roles to a User Group 4-2 Creating and Assigning an Application User 4-2 Configuring Access to Cisco Unified Presence Server 4-3 chapter 5 Installing Cisco Unified Attendant Console Software 5-1 Disabling UAC 5-2 Preparing SQL 5-2 Obtaining Cisco Unified Attendant Console Software 5-2 Evaluating Cisco Unified Attendant Console Software 5-2 Creating a Cisco Unified Attendant Console Downloads and Licensing Website User Account 5-3 Downloading the Software 5-3 Installing Cisco Unified Attendant Console Server 5-4 Installation Procedure 5-4 Disabling Remote Access Connection Manager Service 5-5 Installing Cisco Unified Attendant Console Client 5-7 Setting Data Execution Prevention 5-8 chapter 6 Configuring and Licensing 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 Licensing Cisco Unified Attendant Console Software 6-4 Licensing Evaluation Software 6-4 Licensing Purchased Software 6-5 Relicensing Software 6-6 Engineering Menu 6-6 Administrator Management 6-6 Database Management 6-7 Database Purge 6-8 Service Management 6-9 Cisco Unified Attendant Server Status 6-11 Cisco Unified Attendant LDAP Plug-in Status 6-11 Cisco Unified Attendant CUPS Plug-in Status 6-11 Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide iv OL-27292-01 Contents Cisco Unified Attendant BLF Plug-in Status 6-11 CUCM Connectivity 6-11 CUPS Connectivity 6-13 Logging Management 6-13 Cisco Unified Attendant Console Server Logging 6-15 Cisco Unified Attendant LDAP Plug-in Logging 6-15 Cisco Unified Attendant CUPS Plug-in Logging 6-16 Cisco Unified Attendant BLF Plug-in Logging 6-16 System Configuration Menu 6-16 System Device Management 6-17 Queue Device Groups 6-18 Synchronize with CUCM 6-19 Directory Synchronization 6-22 Directory Field Mapping 6-23 Directory Rules 6-23 User Configuration Menu 6-24 General Properties 6-24 Queue Management 6-26 Creating Queues 6-26 Configuring Queues 6-27 Operator Management 6-28 Creating Operator Profiles 6-28 Configuring Operator Profiles 6-28 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-2 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 Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide OL-27292-01 v Contents Operator Calls by Queue System Report B-5 Overflowed Calls By Date System Report B-5 appendix C Creating an Attendant Application User for Cisco Unified Communications Manager 7.x C-1 Creating an Application User C-1 Creating a User Group and Assigning Roles to it C-2 Adding the Application User to the User Group C-2 Adding the Application User to the Standard CCM Super Users Group C-3 appendix D Installing and Configuring the Cisco TSP for Cisco Unified Communications Manager 7.x D-1 Downloading and Installing the TSP D-1 Configuring the TSP D-2 Installing the Cisco TAPI Wave Driver D-3 appendix E Upgrading Cisco Unified Attendant Console E-1 Upgrading Cisco Unified Attendant Console Server E-3 Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide vi OL-27292-01 Preface This document describes how to install and configure Cisco Unified Attendant Console Enterprise Edition (CUACEE) – its databases, connections to Cisco Unified Communications Manager, and its system and user settings – using the Cisco Unified Attendant Admin web application. Audience 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 Organization This guide includes the following sections: Section Description 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 Enterprise Edition Web Admin and Installation Guide OL-27292-01 vii Preface Section Description 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 8.x and 9.x so that Cisco Unified Attendant Presence” Console can work with it. Chapter5, “Installing Cisco Unified Attendant How to download, install and license Cisco Unified Console Software” Attendant Console software. Chapter6, “Configuring and Licensing Cisco How to configure Cisco Unified Attendant Console Unified 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, “Creating an Attendant How to configure Cisco Unified Communications Application User for Cisco Unified Manager 7.x so that Cisco Unified Attendant Communications Manager 7.x” Console can work with it. AppendixD, “Installing and Configuring the How to configure Cisco TSP for communicating Cisco TSP for Cisco Unified Communications with Cisco Unified Communications Manager 7.x. Manager 7.x” AppendixE, “Upgrading Cisco Unified How to upgrade a Cisco Unified Attendant Console Attendant Console” system. 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. Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide viii OL-27292-01 Chapter 6 Cisco Unified Reporting Note Means reader take note. Tip Means the following information will help you solve a problem. 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 Enterprise Edition Web Admin and Installation Guide OL-27292-01 ix Preface Cisco Unified Attendant Console Enterprise Edition Web Admin and Installation Guide x OL-27292-01