CER - Configuration

        After installation of the Cisco Emergency Responder (E911), the configuration is a little confusing if you haven't done it in a while or if it is your first time. Not many states require E911 capabilities and it is an extra cost that you must enable with your provider.

1. Enable SNMP - E911 uses SNMP to utilize CDR to discover IP phones that are connected
1. Enable SNMP on the switch
1. "snmp-server community <SNMP-String> RO"
2. Make the SNMP String something more cryptic than just "public"
3. RO stands for Read Only
2. Enable SNMP on CUCM 
1. In the top-right corner, under Navigation, select "Cisco Unified Serviceability" and click Go
2. Select SNMP V1/V2c > Community String and click "Add New"
3. Enter the community string that you created on the switch and select "Accept SNMP Packets from any host"
4. For Access Privileges select "ReadOnly", checkmark "Apply To All Nodes" and click Save.
3. Enable SNMP on E911
1. In CER Administration select Phone Tracking > SNMP Settings
2. Add New SNMP entries for CUCM and the switches
1. *.*.*.* is a valid catchall statement

1. Configure Phone Tracking
1. In E911 select Phone Tracking > LAN Switch Details
1. Enter the Switch IP or Host Name, Description and click Insert
2. Do this for each switch in your network containing IP Phones

1.  Add CUCM nodes to E911
1. Add an Application User in CUCM
1. In CUCM Administration, select User Management > Application User and click on "Add New"
2. Create a new user called "CER_User"
3. Assign the Permissions: Standard CCM End Users, Standard CTI Allow Calling Number Modification, and Standard CTI Enabled
2. Add the same Application User in E911
1. In E911 Administration, select Phone Tracking > Cisco Unified Communications Manager Clusters
2. Add New cluster and enter the CUCM IP address, CER_User with password, and the BackUp CTI Manager(s) which are your CUCM Subscribers

1. Create a CTI Route Point - Used to communicate between CUCM and E911
1. In CUCM Administration go to Device > CTI Route Point and click Add New
2. Create a RP911 Route Point with no Calling Search Space (we will add this later)
3. Add a DN for RP911. This DN will be "911" for users to dial. Place this 911 DN in the E911 Partition.
1. The E911-PT should be at the TOP of all CSS lists so that phones will match this first.
2. Leave the CSS blank for now and we'll add it later

1. Import IP Phone Information into E911
1. In E911 Administration go to Phone Tracking > Run Switch-Port & Phone Update
2. IP Phones will show up under ERL Membership > Switch Ports
3. 
   
4. In E911 select System > Cisco ER Group Settings

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VGW - TSHOOT (T1 or E1)

For a T1 or E1 PRI troubleshooting, follow the following steps.

1. show controllers [t1 | e1] 
1. Check most of the PRI fields by this show controllers command.
2. Ensure that line coding, framing, and clock source are configured and match the settings set by your Service Provider
1. Line Coding
1. T1 - Bipolar-8 Zero Substitution (B8ZS) and Alternate Mark Inversion (AMI) 
1. B8ZS - (also called Clear Channel and Binary 8 Zero Substitution) replaces each string of 8 consecutive zeros with the special pattern "000VB0VB" 
2. AMI -  Each successive mark is inverted and the average or DC level of the line is therefor zero
2. E1 - High Density Bipolar of Order 3 (HDB3)
2. Framing
1. T1 - Super Frame (sf) and Extended Super Frame (esf) - not compatible with each other
1. Super Frame - consists of 12 consecutive 193-bit frames
2. Extended Super Frame - consists of 24 consecutive 193-bit frames
1. E1 - framing crc4 (cyclic redundancy check) and no-crc4
3. Check if the line is down
1. Make sure the controller is NOT administratively down. Perform a "no shut" command on the Controller interface.
4. Check for reported alarms
1.  Use the show controllers command to see if there are any alarms on the controller.
2. Receive Alarm Indication Signal (BLUE)
1. 
   
5. Check for error events
6. Check if the interface is T1 or E1 CAS, E1 R2, or PRI

show controllers t1

T1 0/3/0 is up.

  Applique type is Channelized T1

  Cablelength is long 0db

  Description: Qwest LongDist #4 CID DS1-1234567

  No alarms detected.

  alarm-trigger is not set

  Soaking time: 3, Clearance time: 10

  AIS State:Clear  LOS State:Clear  LOF State:Clear

  Version info Firmware: 20100222, FPGA: 13, spm_count = 0

  Framing is ESF, Line Code is B8ZS, Clock Source is Line.

  CRC Threshold is 320. Reported from firmware  is 320.

  Data in current interval (155 seconds elapsed):

     0 Line Code Violations, 0 Path Code Violations

     0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins

     0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs

  Total Data (last 24 hours)

     0 Line Code Violations, 0 Path Code Violations,

     0 Slip Secs, 0 Fr Loss Secs, 0 Line Err Secs, 0 Degraded Mins,

     0 Errored Secs, 0 Bursty Err Secs, 0 Severely Err Secs, 0 Unavail Secs

VGW - Troubleshooting

Docwiki Troubleshooting T1

• show controller T1
• show isdn status
• show voice port summary
• show dial-peer voice [summary]
• show call history voice
• show call active voice
•  
• show rawmsg
• show cdapi
• debug isdn event
• debug tsp
• debug cdapi
• debug voice ccapi inout
• Traces the execution path through the call control API, which serves as the interface between the call session application and the underlying network specific software
• debug isdn q931
• debug isdn q921
• debug vpm
• debug vpm all
• debug vpm spi
• debug vpm signal
• debug vpm dsp
• debug vtsp
• debug vtsp session
• debug vtsp error
• debug vtsp dsp

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UCCX - High Availability

Cisco Contact Center Express offers high availability (HA) over the LAN and now over the WAN (HAoWAN for version 8.x and higher). At least UCCX Enhanced is needed for High Availability and 80ms round-trip is required for HAoWAN deployments. Cisco took away the support for a "Cold Standby" server option in UCCX 8.X.








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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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UCCX - Application Users

Three Application Users on CUCM need to be configured for UCCX and CUCM to interoperate.

UCCX_AXL - Unified CM Administrative XML Layer User

        The  Cisco AXL Web Service must be enabled to allow other appliances or applications to request from AVVID or the Administrative XML Layer. This access will allow certain methods (list, add, update, get, remove) when those other applications access the CUCM database. This is a great way to get read access to users, phones, features, settings, permissions, etc. within the CUCM database.

        To utilize the AXL Database API, an Application User will need that specific Role. However, by default, there is no User Group with the AXL Database API role configured, so you'll have to set up a new User Group.

1. Go to User Management > User Group and click Add New
2. For the Name type in "Standard AXL API Users"
3. In the top right corner under Related Links select "Assign Role to User Group" and click Go
4. Click on "Assign Role to User Group" and Add "Standard AXL API Access"
5. Click Save
6. Go to User Management > Application User and click Add New
7. For the Name type in "UCCX_AXL"
8. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
9. Click Save

UCCX_CTI - Unified CM Telephony User
        The Cisco Contact Center Express Telephony Integration Protocol (CTI) is a TCP/IP socket based message protocol that can receive event information for UCCX agents and calls. It is used to provide agent and call control, call information and call statistics.

1. Go to User Management > Application User and click Add New
2. For the Name type in "UCCX_CTI"
3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
4. Click Save

UCCX_RMCM - Resource-Manager Contact-Manager Provider User
       The Resource Manager - Contact Manager (RmCm) allows the monitoring of agent's phones, routing/queueing of calls, control of agent states and management of historical reporting.

1. Go to User Management > Application User and click Add New
2. For the Name type in "UCCX_RMCM"
3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
4. Click Save

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VMWare VM Tools

In all guest operating systems it is very important that you install VMware Tools. VMware Tools are many of the drivers needed which will boost support and performance of that VM.

To install VMware Tools, launch the console of the VM from vSphere and select VM > Install VMware Tools from the workstation menu.

If you are running CUCM 8.5 and below, please refer to the applicable Cisco documentation on installing VMware Tools.

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UCS C-Series Firmware Upgrade

The first step is to verify the CIMC Firmware and BIOS and perform an upgrade on the Firmware first and then the BIOS via the UCS Server Configuration Utility. If you upgrade the BIOS first, you must also upgrade the CIMC firmware or the server will not boot. This is why it is better to upgrade the CIMC firmware first.

http://www.cisco.com/en/US/products/ps10493/products_configuration_example09186a0080b07b7c.shtml

1. Verify your current server hardware Firmware version and BIOS version in CIMC by going to Server (tab) > Summary.
2. Download the upgrade ISO from Cisco’s website (roughly 200 MB)
1. Products > Unified Computing and Servers > Cisco UCS C-Series Rack-Mount Standalone Server Software > Cisco UCS C200 M2 Rack-Mount Server Software
2. Select Unified Computing System (UCS) Server Firmware
3. Verify your current version release and the latest one available
1. Web GUI into CIMC via the DHCP assigned IP Address (admin/password)
2. The Server Summary first page will list the BIOS Version, and Firmware Version
3. Under Admin tab > Firmware Management will be the CIMC Firmware Version
4. Mount the ISO locally and search for the CIMC folder
5. Find the BIN files that are needed for the upgrade
3. Setup your TFTP server with this file location as the directory
4. In CIMC go to Admin (tab) > Firmware Management
5. Click on "Install CIMC Firmware through Browser Client" or "Install CIMC Firmware from TFTP Server"
1. Click Browse and locate the "full" BIN file and click "Install Firmware"
2. Press TAB and enter the IP Address (if using TFTP)
3. Press TAB and enter the "full" upgrade file (if using TFTP)
1. This file MUST be of type .BIN or it will NOT work
2. Click Install Firmware
4. Install time takes roughly 15 minutes
6. Watch the "Last Firmware Install" window and wait for it to Complete Successfully
1. You should see a Running Version, Backup Version, and Boot-loader Version.
2. Click on "Activate CIMC Firmware
1. You will be given an option for the upgraded firmware
3. The management controller will be rebooted immediately after you click on "Activate Firmware" (this does NOT reboot the server, it ONLY reboots CIMC)
7. When CIMC is back up, confirm the Firmware Version
8. mount the image and access the utility via the KVM Console.

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08.05 - Other Supplementary Services

Other Supplementary Services

08.04 - Callback

Callback

08.03 - Barge

Barge

08.02 - Call Pickup

Call Pickup