Cisco Call Control Discovery & Service Advertisement Framework

Cisco SAF ( Service Advertisement Framework) - works on IOS routers and switches.
Cisco CCD (Call Control Discovery) - publishes/receives DNs, routes and how to get there and routing rules etc.  CCD runs on top of SAF

SAF-FP is the forwarder protocol and is used on SAF forwarders and advertises the info about services over IP.  SAF can be ran on any IP routing protocol, EIGRP, OSPF, BGP etc

• It uses EIGRP transport layer for service advertisement (does not rely on EIGRP for routing)
• Uses IP protocol 88, link local multicast, uses split horizon and DUAL to prevent service advertisement loops

SAF Clients can publish their services and when the SAF forwarder detects the SAF client has been removed/disconnected - it will stop sending out its services

SAF configuration for voice gateway router to be SAF Forwarder

router eigrp SAF

service-family ipv4 autonomous-system 8    //AS number needs to match throughout

sf-interface loopback 0   //if not defined, by default it will be across all interfaces

no split-horizon

topology base

service-routing xmcp listen       //Default XMCP listening port is 4788 (CM setting needs to point to 4788 too)

client username hqcucm password 0 cisco123

domain 8 default

client username sbcucm password 0 cisco123

domain 8 default

client unauthenticated     //this is for clients that do not authenticate/ not possible to authenticate -eg CME router//

domain 8 default

Show command:    show service-routing xmcp server 

Configuration to enable CCD over SAF

voice service saf

channel 1 vrouter SAF asystem 8

subscriber callcontrol wildcarded

show voice saf dnDb all    - shows the DN pattern that have been learned.  

Learned DNs can also be pulled by going to Call Manager

For cluster running on CM and will be a SAF Client, just CM needs to be configured as SAF client, no config needed for voice gateway

SAF configuration for SAF Client on CME. 

router eigrp SAF

service-family ipv4 autonomous-system 8

sf-interface loopback 0

no split-horizon

exit-sf-interface

topology base

exit-sf-topology

exit-service-family

CCD Configuration for CME 

voice service saf

profile trunk-route 1

session protocol sip interface vlan 31 transport tcp port 5060

profile dn-block 1

pattern 1 type extension 3xxx    //sets the patterns that should be published to the forwarder

profile callcontrol 1

dn-service

trunk-route 1

dn-block 1       //call control profile - combines the trunk route and dn block to send out CCD advertisement

channel 1 vrouter SAF asystem 8      //this allows learning/listening of patterns from the SAF forwarder

subscriber callcontrol wildcarded

publish callcontrol 1

show eigrp service-family ipv4 8 neighbors - shows neighbor relations that are running SAF

SAF Client Configuration on Call Manager

Go to Advanced Features>SAF>SAF Security Profile >

Enter descriptive name and username - set to username and password specified earlier on the IOS SAF config

Then go to Advanced Features>SAF>SAF Forwarder - set client label to match the "external-client" configuration in EIGRP and select the SAF Security Profile that was just created earlier and enter the IP address of the SAF Forwarder 

For the SAF Forwarder Port - enter in the port 4788 which is the default for XMCP

Expand the "show advanced settings" and select the Call Manager that should be participating in.  This will connect the CM to the SAF forwarder.  

Call Control Discovery Set up on Call Manager 

Set up SIP trunk: Type SIP Trunk/ SIP/Call Control Discovery 

Make sure for inbound CSS - it is able to reach internal DNs

Set SIP trunk security profile and SIP profile to standard

Set up Hosted DN Group Info > Call Routing> Call Control Discovery> Hosted DN Group

Then create hosted pattern

Call Routing>CCD>Hosted Pattern - add new enter in pattern you wish to publish e.g. 1xxx and map to Hosted Dn Group

Then set up Advertising Service

Call Routing>Call Control Discovery> Advertising Service  and select the CCD trunk created earlier and also select the the Hosted DN Group as well - set feature to activated

Then set up CCD partition 

Call routing>CCD>Partition - Create a named CCD partition 

Then set up requesting service

Call routing>Call control discovery - Requesting service Info 

Enter name and route partition that you created earlier - the route partition is where the learned DNs will be placed into

Extension Mobility Cross Cluster

Extension Mobility Cross Cluster (EMCC) allows for your device profile/ extension from your home cluster to login to a phone in a different visiting cluster.

EMCC allows user in the visiting cluster to make calls using the gateway of the visiting cluster if the route list of the matched route pattern in home cluster matches the local resource group.

Call Routing of the user in visiting cluster is made by the home cluster.  e.g. call will be sent out via the home cluster even if EMCC user is logged into visiting cluster

EMCC builds the concatenated CSS based from

• adjunct CSS ( in roaming device pool)
• line CSS of EM device profile
• EM CSS on the device profile of the phone

EMCC Prep

• Activate Services
• Extension Mobility and Bulk Provisioning Service 
• Create Extension Mobility Cross Cluster IP Phone Server
• Service URL:http://10.10.13.11:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#
• Subscribe phone to EMCC service or enable as an enterprise parameter
• Check enable extension mobility on the device 
• Create Device Profile for EMCC user
• Associate end user to the device profile and check enable EMCC
• Get all certificates exported from CM pub in cluster A and B
• Export certificates to SFTP server via OS Administration >Security> Bulk Certificate Management > set SFTP address and credentials
• Consolidate all certificates
• Import All certificates to clusters
• Create dummy database entries for EMCC templates.  Dummy entries limit the number of concurrent EMCC logins
• BAT>EMCC>EMCC Template
• In template, enter in the device pool and template name and save
• BAT>EMCC>Insert/Update EMCC - set to update EMCC devices and select EMCC template that was just created and run immediately.  
• Go to Insert/Update EMCC again and set to Insert EMCC devices and set # of dummy EMCC devices and set to run immediately
• Create Geolocation Filter
• System>Geolocation Filter and checkmark geolocation criterias e.g. country, state, City or Township
• Configure EMCC parameters
• System Enterprise parameters
• Set Cluster ID
• set TFTP server for EMCC login device, EMCC Geolocation Filter, default server for remove cluster update 
• Set up EMCC SIP Trunk
• Device>Trunk>Add Trunk
• set to SIP trunk type, SIP device protocol and EM Cross Cluster trunk service type 
• Enter in trunk name, no need for destination address.  Set SIP trunk security profile and SIP profile
• Set EMCC Remote Clusters
• Advanced Features>EMCC>EMCC Remote Cluster>Add new
• set cluster ID of remote cluster to its cluster ID and save
• enable EMCC service, save and update remote cluster now

CUCM - CallBack

     The Cisco Call Back feature allows you to receive call back notification on your IP phone when a called party line becomes available. 

1. IP phone user A calls IP phone user B in the same cluster. 
2. If IP phone B is busy or there is no answer, IP phone user A activates the Cisco Call Back features through the CallBack softkey. 
1. The CallBack softkey can be activated while the call is ringing (RING OUT state). Pressing the CallBack softkey while the call is ringing cancels the call. It does NOT work if the call gets sent to voicemail.
2. The CallBack softkey can be  activated after the call has ended (ON HOOK state).
3. The CallBack softkey can be activated during a consultation transfer (CONNECTED TRANSFER state).
3. IP phone B becomes available. Phone B either went ON HOOK after their call ended. Or they got back to their desk and picked up their phone (OFF HOOK state).
4. IP phone A receives an audible alert and visual notification that the DN is available. Since Cisco CallManager remembers the dialed number, IP phone user A can then press the Dial softkey to reach IP phone user B.

CallBack Configuration Requirements:

1. Enable Cisco Extended Functions (CEF) on all servers via Serviceability
2. Add the "CallBack" softkey to the ON HOOK, RING OUT, and CONNECTED TRANSFER states.
3. Apply the CallBack softkey templates to the phones.
4. (Optional) Review and modify the CallBack Service Parameters as needed
5. Test CallBack!

Callback FAQ
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_qanda_item09186a0080191057.shtml#intro









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IP Phone Agent & One Button Login

        Certain Contact Centers utilizing UCCX will be running/utilizing the Standard version rather than the Enhanced or Premium versions because it makes sense from a feature and cost perspective. Other Contact Centers have no real need for the Agent Desktop and find it as another application that they have to worry about.

        For certain scenarios it makes sense to utilize IP Phone Agent (IPPA), and if IPPA makes sense then One Button Login may make sense as well. Here are the steps to configure both:

IP Phone Agent:

1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
2. In CUCM select Device > Device Settings > Phone Services
3. Select "Add New"
4. IP Phone Agent Configurations:
1. Service Name - IP Phone Agent
2. ASCII Service Name - IP Phone Agent
3. Service Description - Cisco IP Phone Agent
4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
1. Note: Port 6293 is the Tomcat web server port
5. Check Enable (or Enterprise Subscription if ALL users are agents)
6. Click Save
5. Go to Device > Phone and search for the Agent's phone
6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
7. Select IP Phone Agent and click Subscribe
8. The phone should reset on its own after clicking Save

One Button Login:

1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
2. In CUCM select Device > Device Settings > Phone Services
3. Select "Add New"
4. One Button Login Configurations:
1. Service Name - IP Phone Agent
2. ASCII Service Name - IP Phone Agent
3. Service Description - Cisco IP Phone Agent
4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentLogin.jsp
1. Note: Port 6293 is the Tomcat web server port
5. Check Enable (or Enterprise Subscription if ALL users are agents)
6. Click Save
7. Under the Parameters Section select "New"
1. Parameter Name - Ext
2. Display Name - Ext
3. Default Value - N/A
4. Parameter Description - ICD Extension
5. Checkmark "Parameter is Required"
6. Click "Insert"
8. Under the Parameters Section select "New"
1. Parameter Name - Pwd
2. Display Name - Pwd
3. Default Value - N/A
4. Parameter Description - Agent Password
5. Checkmark "Parameter is Required"
6. Click "Insert"
9. Under the Parameters Section select "New"
1. Parameter Name - ID
2. Display Name - ID
3. Default Value - N/A
4. Parameter Description - Agent ID
5. Checkmark "Parameter is Required"
6. Click "Insert"
10.  Click Save
5. Go to Device > Phone and search for the Agent's phone
6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
7. Select One Button Login
8. Enter the specific phone/users ID, Password, and Extension
9. The phone should reset on its own after clicking Save

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Extension Mobility Configuration

1. Verify Extension Mobility Service is Running
1. From CUCM Serviceability Select  Tools > Control Center – Feature Services
2. Make sure that the Cisco Extension Mobility service shows status Activated
2. Configure Extension Mobility Service
1. From CUCM Administration select  Device > Device Settings > Phone Services
2. Click Add New
3. In the Service Name field, type Extension Mobility
4. In the Service Description field, type Login and Logout Service
5. In the Service URL field, Enter the following URL
1. http://<CUCM IP Address>/emapp/EMAppServlet?device=#DEVICENAME#
6. Click Save
3. Modify Enterprise Parameters to Reflect IP Address of CallManager
1. From CUCM Administration select  System > Enterprise Parameters
2. Under Phone URL parameters, change all fields from hostname to IP address. Change ONLY the host name, not the reset of the field.
3. Click Save
4. Create Device Profile Default for Each Phone Model that shall Support Cisco Extension Mobility
1. From CUCM Administration select  Device > Device Settings > Default Device Profile
2. From the drop down list, select the phone type, for example, Cisco 7965
3. Under Description, enter a description of this profile.
4. Under Phone Button Template, select Standard 7965 SCCP.
5. Click Save
6. Repeat for each model phone to be configured
5. Create Device User Profile for a User
1. From CUCM Administration select  Device > Device Settings > Device Profile
2. Click Add New
3. From the drop down list, select the phone type, for example, Cisco 7965
4. Click Next
5. Enter a Device Profile Name (username-EM)
6. From the Phone Button Template field, select Standard 79XX SCCP
7. Click Save
8. On the left hand side of the screen, click the link Line [1] – Add a new DN
9. Choose a valid DN, enter that DN in the Directory Number field.
10. Under Route Partition, select INTERNAL-PT
11. Enter any Call Forward and Call Pickup Settings as necessary.
12. Click Save
13. Select  Related Links > Subscribe/Unsubscribe Services
14. From Services, select Extension Mobility, then click Next.
15. Click Subscribe
16. Click Save
17. Repeat steps 7-13 for any additional lines.
6. Associate User Device Profile to a User
1. From CUCM Administration select User Management > End User.
2. Select the user from the list that matches the profile that was created.
3. Under Extension Mobility > Available Profiles, select the profile that was created in the previous exercise and move it to the Controlled Profiles selection.
4. Under Default Profile, select the profile.
5. Click Save.
7. Configure and Subscribe Cisco Unified IP Phones to Service and Enable it.
1. Select Device>Phone from the menu.
2. Select the phone from the list of devices.
3. In the Related Links: field, select Subscribe/Unsubscribe Services and click Go
4. In the pop-up window, under Service Information, in the Select a Service pull down menu, elect Extension Mobility.
5. Click Next
6. Click Subscribe
7. Click Save
8. Close the pop-up window.
9. Under Extension Information, check the Enable Extension Mobility box.
10. Under the Logout Profile field, select – Use Current Device Settings –
11. Click Save.
12. Click Ok from the pop-up warning.
13. Click Reset
14. In the pop-up window select Reset.
15. Click Close.

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