Cisco Unified Enterprise Attendant Consoles Web Admin / Installation Guide Version 3.0.0.2 March 2009 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-18667-01 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. 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C O N T E N T S Preface vii Introduction 1-1 Points to Remember 1-2 Accessibility for Users with Disabilities 1-2 Important Information 2-1 Compatibility between Cisco Unified Attendant Console and Cisco Unified Communications Manager (CUCM) 2-1 Music on Hold 2-1 TAPI Resilience 2-1 Call Park 2-2 Cisco Unified Presence Server 2-2 Other items to remember 2-2 Product Overview 3-1 Cisco Unified Enterprise Attendant Console 3-1 Queue DDI 3-2 CT Gateway Devices 3-2 Service Queues 3-2 Park Devices 3-2 Call Flow 3-2 Numbering Plan for Test Install 3-4 Performance Information 3-4 Hardware / Software Requirements 3-5 SQL Considerations and Scalability 3-7 Product Feature Table 3-7 Core Languages 3-11 Installation Checklist and Procedure for Cisco Unified Enterprise Attendant Admin 4-1 Installation Overview 4-1 Installing Cisco Unified Attendant Server 4-4 Installing Cisco Unified Enterprise Attendant Console Client 4-11 Cisco Unified Enterprise Attendant Admin 5-1 Administrator Login 5-2 Book Title OL-18667-01 iii Contents Home Page 5-3 Engineering 5-4 Administrator Management 5-4 Database Management 5-6 Service Management 5-7 CUCM Connectivity 5-9 CUPS Connectivity 5-10 Logging Management 5-12 Cisco Unified Attendant Server Logging 5-16 Cisco Unified Attendant LDAP Plug-in Logging 5-16 Cisco Unified Attendant CUPS Plug-in Logging 5-17 Cisco Unified Attendant BLF Plug-in Logging 5-17 System Configuration 5-18 System Device Management 5-18 Synchronizing with CUCM 5-21 Directory Synchronization 5-26 Directory Field Mapping 5-27 Directory Rules 5-28 User Configuration 5-30 General Properties 5-30 Queue Management 5-32 Operator Management 5-34 Uninstall Attendant Admin 6-1 Uninstalling Cisco Unified Attendant Server 6-1 Uninstalling MS SQL Server 6-3 Uninstalling BDE Utility 6-6 Uninstalling .NET Framework 6-8 Setting Up an End User A-1 Creating a User Group A-3 Assigning Roles and User to the User Group A-4 Adding the End User to Standard CCM Super Users group A-5 Configuring Access for the Cisco Unified Attendant CUPS Plug-In A-6 Setting Up an End User B-1 Creating a User Group B-3 Assigning Roles and User to the User Group B-4 Adding the End User to Standard CCM Super Users group B-5 Configuring Access for the Cisco Unified Attendant CUPS Plug-In B-6 Book Title iv OL-18667-01 Contents Installing the TAPI TSP C-1 Configuring the TAPI TSP C-2 Instaling the Cisco TAPI Wave driver C-4 Updating from an Earlier Version of Cisco Unified Enterprise Attendant Applications D-1 Accessing the Solutions + Website D-1 Creating an Account D-2 Logging into the site D-3 My Details D-4 Downloads D-4 To Activate the 60 day Evaluation Software D-5 Activate Purchased Software D-8 Glossary 13-1 Book Title OL-18667-01 v Contents Book Title vi OL-18667-01 Preface Revised: February 20th, 2009, OL-18667-01 The following manual relates to the installation and utilisation of the Cisco Unified Enterprise Attendant Console (CUEAC) software product range. Cisco Unified Enterprise Attendant Admin provides administrator access to the configuration for Cisco Unified Enterprise Attendant Console. Cisco Unified Enterprise Attendant Admin is an efficient application specially designed for configuring databases, connections to Cisco Unified Communications Manager, system and user settings. The user-friendly design of the application gives speed and flexibility to the users. Purpose The purpose of this admin guide is to provide information on Cisco Unified Enterprise Attendant Console configuration. Who Should Read this Guide The document is intended for:- 1. Those involved in the training of Cisco Unified Enterprise Attendant Admin 2. System Engineers and installers involved in the planning and provisioning of the installation and operation of Cisco Unified Enterprise Attendant Admin Cisco Unified Enterprise Attendant Consoles Web Admin / Installation Guide OL-18667-01 vii Preface How this Guide is Organized The admin guide is split into six main sections. These sections explain the functionality in a way that the users can easily get familiar with Cisco Unified Enterprise Attendant Admin, perform different actions and customize it. The following table provides the organization of this guide, Table 1 Describes the sections of the user guide Part Description Important Information This section provides details for the compatibility of Cisco Unified Enterprise Attendant applications with Cisco Unified Communications Manager. Product Overview This section provides a numbering test plan and gives a brief description of the Cisco Unified Enterprise Attendant applications. Installation Checklist and procedure for installing In order to start installing applications you must Cisco Unified Enterprise Attendant Admin go through the checklist for successful installation. This section also provides the procedure for installing Cisco Unified Attendant Enterprise Admin and Cisco Unified Attendant Admin Cisco Unified Enterprise Attendant Admin This section explains in detail all the configurations that can be done through Cisco Enterprise Unified Attendant Admin. Uninstall Attendant Cisco Unified This section provides an overview on how to EnterpriseAdmin unistall the software successfully. Conventions This document uses the following conventions. Table 2 Explains the writing convention used in the user guide Convention Description boldface font Commands and keywords are in boldface. italic font Arguments for which you supply values are in italics. [ ] Elements in square brackets are optional. { x | y | z } Alternative keywords are grouped in braces and separated by vertical bars. [ x | y | z ] Optional alternative keywords are grouped in braces and separated by vertical bars. String A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks. Cisco Unified Enterprise Attendant Consoles Web Admin / Installation Guide viii OL-18667-01 Preface Table 2 Explains the writing convention used in the user guide Convention Description screen font Terminal sessions and information the system displays are in screen font. Boldface screen font Information you must enter is in boldface screen font. italic screen font Arguments for which you must supply values are in italic screen font. → This pointer highlights an important line of text in an example. ^ The symbol ^ represents the key labeled Control-for example, the key combination ^D in a screen display means you hold down the Control key while you press the D key. < > Nonprinting characters, such as passwords, are in angle brackets. Notes use the following conventions: Note Means reader take note. Notes contain helpful suggestions or references to material not covered in the publication. Timesavers use the following conventions: Timesaver Means the described action saves time. You can save time by performing the action described in the paragraph. Tips use the following conventions: Tip Means the information contains useful tips. Cautions use the following conventions: Caution Means reader be careful. In this situation, you might do something that could result in equipment damage or loss of data. Warnings use the following conventions: Warning This warning signal means danger. You are in a situation that could cause bodily injury. Before you work on any equipment, you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents. Cisco Unified Enterprise Attendant Consoles Web Admin / Installation Guide OL-18667-01 ix Preface Obtaining Documentation Cisco documentation and additional literature are available on Cisco.com. Cisco also provides several ways to obtain technical assistance and other technical resources. These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation at this URL: http://www.cisco.com/techsupport You can access the Cisco website at this URL: http://www.cisco.com You can access international Cisco websites at this URL: http://www.cisco.com/public/countries_languages.shtml Product Documentation DVD The Product Documentation DVD is a comprehensive library of technical product documentation on a portable medium. The DVD enables you to access multiple versions of installation, configuration, and command guides for Cisco hardware and software products. With the DVD, you have access to the same HTML documentation that is found on the Cisco website without being connected to the Internet. Certain products also have .PDF versions of the documentation available. The Product Documentation DVD is available as a single unit or as a subscription. Registered Cisco.com users (Cisco direct customers) can order a Product Documentation DVD (product number DOC-DOCDVD= or DOC-DOCDVD=SUB) from Cisco Marketplace at this URL: http://www.cisco.com/go/marketplace/ Ordering Documentation Registered Cisco.com users may order Cisco documentation at the Product Documentation Store in the Cisco Marketplace at this URL: http://www.cisco.com/go/marketplace/ Nonregistered Cisco.com users can order technical documentation from 8:00 a.m. to 5:00 p.m. (0800 to 1700) PDT by calling 1 866 463-3487 in the United States and Canada, or elsewhere by calling 011 408 519-5055. You can also order documentation by e-mail at [email protected] or by fax at 1 408 519-5001 in the United States and Canada, or elsewhere at 011 408 519-5001. Cisco Unified Enterprise Attendant Consoles Web Admin / Installation Guide x OL-18667-01