cisco unified communications manager using tapi - passive - switch side preparation - np - all...

385A0961-20 Rev. A0June 2011

Switch Side Preparation - Cisco Unified Communications Manager using TAPI - Passive

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385A0961-20 Rev. A0

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Revision HistorySwitch-Side Preparation - Cisco Unified Contact Center Enterprise (ICM)

Revision Modification Date Description

A0 June 2011 • Separate switch-side preparation book created.

Blank page for double-sided printing.

NICE Perform® Switch-Side Preparation - Cisco Unified CM using TAPI - Passive (Rev. A0) 7

Contents

1Configuring the CUCM for Version 8 10

Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11Procedure 1: Defining a Cisco Application User (nicecti user) . . . . . . . . . . . . .12Procedure 2: Configuring the Device Association - Telephones and CTI Ports 15Procedure 3: Optional: Defining the Secured Configuration - CapF Profile . . .18Procedure 4: Optional - Editing the Application User Profile For SRTP . . . . . .20Procedure 5: Optional - Defining an AXL - Application User . . . . . . . . . . . . . . .23Procedure 6: Optional - Enabling Display of Business Data in NICE Perform. .30

Configuring the Alerting Name and Display Internal Caller ID in the CUCM . . .30

Procedure 7: Preparing Information for the NICE Installer . . . . . . . . . . . . . . . . .33

2Configuring the CUCM Versions 6/7 for an Application User 34

IMPORTANT Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . .35Procedure 1: Defining a Cisco Application User (nicecti user) . . . . . . . . . . . . .36Procedure 2: Defining the Device Association - Telephones and CTI Ports . . .40Procedure 3: Defining the Secured Configuration - CapF Profile. . . . . . . . . . . .42Procedure 4: Editing the Application User Profile For Secured Connections . .45Procedure 5: Optional - Defining an AXL - Application User . . . . . . . . . . . . . . .48Procedure 6: Optional - Enabling Display of Business Data in NICE Perform. .54

Configuring the Alerting Name and Display Internal Caller ID in the CUCM . . .54

Procedure 7: Preparing Quick Start Information for NICE Installer . . . . . . . . . .57

3Configuring the CUCM for an End User 58

Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59


Contents

Procedure 1: Defining an End User (nicecti User). . . . . . . . . . . . . . . . . . . . . . . .60Procedure 2: Associating User Groups with the End User . . . . . . . . . . . . . . . . .64

Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . . . . .66

Procedure 3: Viewing the End User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

4Configuring CUCM 5.X 69

Switch Configuration: Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70Switch Configuration: End User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71Switch Configuration: User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . . . . .74

Switch Configuration CCM 5.X Secured. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75Switch Configuration: CapF Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75Switch Configuration: End User Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

TSP Client Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81

5Phase 1: Information to Give to the NICE Installer 85

Switch Information Required for NICE Perform. . . . . . . . . . . . . . . . . . . . . . . . . .86Questions to Ask the Cisco Site Engineer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .89TAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90


1

Configuring the CUCM for Version 8

This chapter describes procedures information for CUCM version 8.0.

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform, you need to prepare the CUCM environment.

Contents

Preparing the CUCM Environment................................................................................ 11

Procedure 1: Defining a Cisco Application User (nicecti user)..................................12

Procedure 2: Configuring the Device Association - Telephones and CTI Ports.......15

Procedure 3: Optional: Defining the Secured Configuration - CapF Profile .............18

Procedure 4: Optional - Editing the Application User Profile For SRTP ...................20

Procedure 5: Optional - Defining an AXL - Application User .....................................23

Procedure 6: Optional - Enabling Display of Business Data in NICE Perform .........30

Procedure 7: Preparing Information for the NICE Installer.........................................33


Chapter 1: Configuring the CUCM for Version 8Preparing the CUCM Environment

Preparing the CUCM EnvironmentBefore you integrate Cisco TAPI and NICE Perform, you need to prepare the CUCM environment. Configure a standard (non-secure) or a secure environment according to your site requirements.

As part of these procedures, you will be defining information in one procedure for use in later procedures. Use the Switch Information Required for NICE Perform on page 142 to record and save all parameters.



Procedure 1: Defining a Cisco Application User (nicecti user)

You now define a new Application User for the CUCM. This user will communicate between the CUCM and TSP Client on the NICE Interactions Center machine.

To define an Application User:

1. Log in to the CUCM Administration application.

2. From the User Management menu, select Application User.Figure 1-1 Choosing Application User

The Find and List Application Users window appears.Figure 1-2 Find and List Application Users Window

2.1. Click Add New. The Application User Configuration window appears.

IMPORTANT NICE recommends that you define your nicecti user as an Application User. If this is not possible because of site considerations, consult your Cisco Site Engineer.Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).

IMPORTANTA Cisco Site Engineer must perform the CUCM configuration!



Figure 1-3 Application User Configuration Window

3. In the Application User Information area, enter the following information:

4. Save the User ID and Password in a safe place for future use. Record them in Switch Information Required for NICE Perform on page 142.

5. Click Save.

6. Scroll down to the Permissions Information area.Figure 1-4 Permissions Information Area

6.1. Click Add to User Group. The Find and List User Groups window appears.

IMPORTANT Note down the User ID that you create and its password. You will need this information later for configuring the nicecti user in the TSP Client.

• User ID enter nicecti

• Password enter the password

• Confirm Password

enter the password



Figure 1-5 Find and List User Groups Window

7. Set the search for a User group:

7.1. From Find User Group where Name drop-down list, select contains.

7.2. In the empty field, enter cti.

7.3. Click Find. A list of user groups with CTI in their name appears.

8. Select the following user groups:

• Standard CTI Allow Call Monitoring

• Standard CTI Allow Call Recording

• To monitor Call Parks, select Standard CTI Allow Call Park Monitoring

• To monitor the 99XX phone series, select Standard CTI Allow Call Control of Phones supporting Connected Xfer and conf.

NOTE: The 99XX phone series are supported only from CUCM 7.0 and above.

• To monitor secure connections, select Standard CTI Secure Connection

9. Click Add Selected. The window closes.

10. In the User Configuration window, click Save.

NOTE: Verify that you include each of the relevant groups.



11. In the Permissions Information area, verify that all the groups and roles appear.

12. Continue with Procedure 2: Configuring the Device Association - Telephones and CTI Ports.

Procedure 2: Configuring the Device Association - Telephones and CTI Ports

All devices (the hard plastic phones) that you want to record have to be defined as monitored devices. The monitored devices must be associated with this new user (nicecti).

To configure the device association:

1. In the Application User Configuration window, scroll down to the Device Associations area and then to the Device Information area.

2. Click Find more Phones.Figure 1-6 Device Associations Area

A Find and List Phones window appears.Figure 1-7 Find and List Phones Window

NOTE: Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.

If required, ensure that Standard CTI Allow Call Park Monitoring is one of the groups

The Standard CTI Allow Control of Phones supporting Connected Xfer and conf only appears if you have added it

Click Find more Phones



2.1. In the Phone area, click the Find more where drop-down list and select Directory Number.

2.2. Click Find to search for the relevant devices that need to be monitored:

• Extensions - including GE phones and CIPC

• CTI Route Points

• CTI Ports

NOTE: Do NOT associate Voice mail ports or Route Patterns. Figure 1-8 User Device Association window - Search Options Area

3. Select the relevant devices - extensions, CTI Route Points and CTI Ports.4. Click Add Selected. The window closes and the devices appear in the Device Information

area in the Controlled Devices list.

Select the devices and CTI ports you want associated with the user

LegendCTI Port Route PointDevice model + number of model



Figure 1-9 Device Associations Area

5. Click Save.

6. Continue with the relevant procedure:• Optional: If configuring for SRTP and choose to use secure CTI, continue with

Procedure 3: Optional: Defining the Secured Configuration - CapF Profile on page 18.

• For all other SRTP configurations, continue with Procedure 4: Optional - Editing the Application User Profile For SRTP on page 20.

• Procedure 5: Optional - Defining an AXL - Application User on page 23• Procedure 6: Optional - Enabling Display of Business Data in NICE Perform

on page 30

Devices appear here

IMPORTANT After you have configured and installed the NICE Perform CTI Integration, you must verify the TSP Client configuration to see that it is running and properly connected to the CUCM.



Procedure 3: Optional: Defining the Secured Configuration - CapF Profile

You add the CapF Profile when you require a secure connection.

This procedure describes how to create and attach a new CapF profile.

To create and attach a new CapF profile:

1. From the User Management menu, select Application User CAPF Profile.Figure 1-10 Choosing Application User CAPF Profile

The Find and List Application User CAPF Profiles window appears.Figure 1-11 Find and List Application User CAPF Profiles Window

2. Click Add New. The Application User CAPF Profile Configuration window appears.

NOTE: You do NOT add the CapF profile for a non-secure connection!



Figure 1-12 Application User CAPF Profile Configuration Window

3. In the Application User CAPF Profile area, click the Application User drop-down list and select the same user you added in Procedure 1: Defining a Cisco Application User (nicecti user) on page 12. This is the user name of the nicecti user.

4. Enter the Instance Id. This can be numbers, alphanumeric and/or a mixture.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the Certificate Operation drop-down list and select Install/Upgrade. See Figure 1-13.Figure 1-13 Certification Authority Proxy Function (CAPF) Information Area

6. To generate the authentication string that enables a secure channel between the CUCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String. The Authentication String is generated. See Figure 1-13.

7. Click Save.

A new CapF profile is created and attached to the Application User.

NOTE: The Application User, Instance Id and Authentication String are very important. They should be saved by the Cisco Site Engineer as they are required for the NICE integration.

NOTE: The Authentication String is very important. It should be saved by the Cisco Site Engineer as it is required for the NICE integration.



Figure 1-14 Certification Authority Proxy Function (CAPF) Information Area

8. Continue with Procedure 4: Optional - Editing the Application User Profile For SRTP on page 20.

Procedure 4: Optional - Editing the Application User Profile For SRTP

Once you have completed the procedure above, you now need to edit the Application User and add the Standard CTI Allow Reception of SRTP Key Material to the Application User.

To edit the Application User:


The Find and List Application Users window appears.



Figure 1-16 Find and List Application Users Window

2. From the Find and List Users list, click the link of the relevant Application User.

The selected Application User’s profile appears.Figure 1-17 Application User Configuration Window

3. Scroll down to the Permissions Information area.

4. In the Permissions Information area, click Add to User Group. The Find and List User Groups window appears. Figure 1-18 Permissions Information Area




5. In the User Group area, from the Find User Group where Name drop-down list, select contains and in the empty field type srtp.

6. Click Find. The relevant groups appear in the list.

7. Select Standard CTI Allow Reception of SRTP Key Material and click Add Selected.

8. Click Save. The Standard CTI Allow Reception of SRTP Key Material now appears in the Groups list.Figure 1-20 Permissions Information Area

9. Continue as follows:

• If your switch supports AXL (enabling the import of all UDIs from the switch to the NICE CTI Integration) continue with Procedure 5: Optional - Defining an AXL - Application User on page 23.

• If your switch does not support AXL, continue with Procedure 6: Optional - Enabling Display of Business Data in NICE Perform on page 30.



Procedure 5: Optional - Defining an AXL - Application UserIf your site supports AXL, simplify your channel mapping by configuring an AXL Application User in the CUCM. The configuration of the AXL Application User enables the importing of all Unique Device IDs from the Communications Manager (i.e. you import the Unique Device IDs straight from the switch) to the NICE CTI Integrations.

The AXL client does not look at which devices are attached to which TSP client. If you have several TSP clients and different devices are attached to each one, AXL ignores this and only looks at the devices that are attached to the CUCM.

The AXL client needs to be connected to the CUCM. To connect it, you define it as a user in the CUCM. The procedures you follow to make this definition depends on the version of the CUCM you are using.

For versions 5x and above:

The user must be an Application User. Permissions can be limited to AXL Service access.






NOTE: The NICE installer requires the user and password that you create here when configuring the CTI interface.

IMPORTANT You can either configure a separate AXL user or define AXL permissions for the nicecti user.




2.1. Click Add New. The Application User Configuration window appears.Figure 1-23 Application User Configuration Window

2.2. In the Application User Information area:

• In the User ID field, enter niceaxl.

• In the Password field, enter the password.

2.3. Click Save.

NOTE: The NICE Installer requires the User ID and Password when configuring AXL for NICE Perform. Write it down in the provided list, see Information to Give to the NICE Installer on page 141.




3. From the User Management menu, select User Group. Figure 1-25 User Management Menu

The Find and List User Groups window appears.Figure 1-26 Find and List User Groups

3.1. Click Add New group. The User Group Configuration window appears.



Figure 1-27 User Group Configuration Window

3.2. In the User Group Information area, in the Name field, enter the user group name AXL User Group.

3.3. Click Save. Figure 1-28 User Group Configuration Window

4. Click the Related Links drop-down list and select Assign Role to User Group.

5. Click Go. The Role Assignment area appears.Figure 1-29 User Group Configuration Window - Role Assignment Area

5.1. In the Role Assignment area, click Assign Role to Group.

Click Assign Role to Group



5.2. Click Find. The Find and List Application Users Groups window appears with a list of roles.

Figure 1-30 Find and List Roles Window

5.3. Select Standard AXL API Access.

5.4. Click Add Selected. In the Role Assignment list, the new role and the Status: Ready appears.


5.5. Click Save.Figure 1-32 Related Links Drop-down List



5.6. From the Related Links drop-down list, select User Group and click Go. The User Group Configuration window appears.


6. Click Add App Users to Group. The Find and List Application Users window appears. Figure 1-34 Find and List Application Users Window

6.1. In the Search Results list, select the new AXL user (niceaxl) that you created.

6.2. Click Add Selected. In the User Group Information area, the AXL user appears in the User list.

Click Add App Users to Group

Click Add Selected




7. Click Save.

Click Save



Procedure 6: Optional - Enabling Display of Business Data in NICE Perform

In order for certain business data fields to display in NICE Perform, you should enter the relevant information in the following CUCM fields: Display Internal Caller ID and Alerting Name, see Configuring the Alerting Name and Display Internal Caller ID in the CUCM.

Configuring the Alerting Name and Display Internal Caller ID in the CUCM

The Alerting Name has to be entered in the CUCM for the following business data fields to display in NICE Perform: Called Name. The Display Internal Caller ID information has to be entered in the CUCM for the following fields to display in NICE Perform: Caller Name, Connected Name, Redirection Name and Redirecting Name. Follow the procedure below.

To configure the Alerting Name and Display Internal Caller ID field:

1. From the Device menu, select Phone. Figure 1-36 Device Menu

The Find and List Phones window appears.Figure 1-37 Find and List Phones Window



2. Search for the relevant phones, click Find.

The Find and List Phones page reappears. 3. Click the relevant phone link.

Figure 1-38 Phone Configuration Window

The Phone Configuration window appears.4. In the Phone Configuration window, in the Association Information area, select the required

line. The Directory Number Configuration window appears.Figure 1-39 Directory Number Configuration Window - Directory Number Information Area

S

5. In the Directory Number Information area, in the Alerting Name field, enter the relevant Alerting Name. (This is the name that displays on the phone’s Caller display when a person calls the DN.)

6. Scroll down to the relevant line.



Figure 1-40 Directory Number Configuration Window

7. In the Display (Internal Caller ID) field, enter the relevant name.

In the example, this is John Smith.

8. Click Save.Figure 1-41 Directory Number Configuration Window



Procedure 7: Preparing Information for the NICE Installer

IMPORTANT Remember to prepare the necessary Cisco related information for the NICE Installer. This ensures that the installer has all necessary information for the NICE installation.


2

Configuring the CUCM Versions 6/7 for an Application User


If you are configuring CUCM 6.X/7.X and you are performing either a new installation or already are using an Application User, continue with the current chapter.

C o n t e n t s

Preparing the CUCM Environment................................................................................35

Procedure 1: Defining a Cisco Application User (nicecti user)..................................36

Procedure 2: Defining the Device Association - Telephones and CTI Ports.............40

Procedure 3: Defining the Secured Configuration - CapF Profile..............................42

Procedure 4: Editing the Application User Profile For Secured Connections..........45

Procedure 5: Optional - Defining an AXL - Application User .....................................48

Procedure 6: Optional - Enabling Display of Business Data in NICE Perform .........54

IMPORTANT A Cisco Site Engineer must perform the CUCM configuration!


Chapter 2: Configuring the CUCM Versions 6/7 for an Application User

Preparing the CUCM EnvironmentBefore you integrate Cisco TAPI and NICE Perform you need to prepare the CUCM environment. Configure a standard (non-secure) or a secure environment according to your site requirements.

As part of these procedures, you will be defining information in one procedure for use in later procedures. Use Information to Give to the NICE Installer on page 141 to record and save these parameters.



Procedure 1: Defining a Cisco Application User (nicecti user)

You now define a new Application User for the CUCM. This user will communicate between the CUCM and TSP Client on the NICE Interactions Center machine.




The Find and List Application Users window appears.Figure 2-2 Find and List Application Users Window

IMPORTANT NICE recommends that you define your nicecti user as an Application User. If this is not possible because of site considerations, see Procedure 1: Defining an End User (nicecti User) on page 60.Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).





3. In the Application User Information area, enter the following information:

4. Save the User ID and Password in a safe place for future use. Record them in Switch Information Required for NICE Perform on page 142.

5. Click Save.

6. Scroll down to the Permissions Information area.Figure 2-4 Permissions Information Area

7. Click Add to User Group. The Find and List User Groups window appears.

IMPORTANT Note down the User ID that you create and its password. You will need this information later for configuring the nicecti user in the TSP Client.

• User ID enter nicecti

• Password enter the password

• Confirm Password

enter the password




8. Set the search for a User group:

8.1. From Find User Group where Name drop-down list, select contains.

8.2. In the empty field, enter cti.

8.3. Click Find. A list of user groups with CTI in their name appears.

9. Select the following user groups:

• Standard CTI Allow Call Monitoring - required for all configurations

• Standard CTI Enabled - required for all configurations

• To monitor Call Parks, select Standard CTI Allow Call Park Monitoring

• To monitor the 99XX phone series, select Standard CTI Allow Call Control of Phones supporting Connected Xfer and conf.

NOTE: The 99XX phone series are supported only from CUCM 7.0 and above.

• To monitor secure connections, select Standard CTI Secure Connection.





11. In the User Configuration window, click Save.


13. Continue with Procedure 2: Defining the Device Association - Telephones and CTI Ports.

NOTE: Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.

If required, ensure that Standard CTI Allow Call Park Monitoring is one of the groups

The Standard CTI Allow Control of Phones supporting Connected Xfer and conf only appears if you have added it



Procedure 2: Defining the Device Association - Telephones and CTI Ports

All devices (the hard plastic phones) that you want to record have to be defined as monitored devices. The monitored devices must be associated with this new user (nicecti).

To configure the device association:1. In the Application User Configuration window, scroll down to the Device Associations area

and then to the Device Information area.2. Click Find more Phones.


A Find and List Phones window appears.

2.1. In the Search Options area, search for the relevant devices that need to be monitored:

• Extensions • CTI Route Points• CTI Ports

NOTE: Do NOT associate Voice mail ports or Route Patterns.

2.2. Click Find. The Find and List Devices window appears.

Click Find more Phones



Figure 2-7 User Device Association window - Search Options Area

3. Select the relevant devices - extensions, CTI Route Points and CTI Ports.4. Click Add Selected. The window closes and the devices appear in the Device Information

area in the Controlled Devices list. Figure 2-8 Device Associations Area

5. Click Save.6. Continue as follows:

• For a secured configuration, continue with Procedure 3: Defining the Secured Configuration - CapF Profile on page 42.

• For other configurations, continue:

• Procedure 5: Optional - Defining an AXL - Application User on page 48.

• Procedure 6: Optional - Enabling Display of Business Data in NICE Perform on page 54

Select the devices and CTI ports you want associated with the user

LegendCTI Port Device model + number of modelRoute Point

Devices appear here



Procedure 3: Defining the Secured Configuration - CapF Profile

You add the CapF Profile when you require a secure connection.



1. From the User Management menu, select Application User CAPF Profile.Figure 2-9 Choosing Application User CAPF Profile

2. The Application User CAPF Profile Configuration window appears.

IMPORTANT After you have configured and installed the NICE Perform CTI Integration, you must verify the TSP Client configuration to see that it is running and properly connected to the CUCM.




3. Click Add new.

4. In the Application User CAPF Profile area, from the Application User drop-down list, select the same user you added in Procedure 1: Defining a Cisco Application User (nicecti user) on page 36. See Table 5-1 on page 86 for the correct user name of the nicecti user.

5. Enter the Instance Id. This can be numbers, alphanumeric and/or a mixture.

6. In the Certification Authority Proxy Function (CAPF) Information area, click the Certificate Operation drop-down list and select Install/Upgrade. See Figure 2-11.Figure 2-11 Certification Authority Proxy Function (CAPF) Information Area

7. Click Generate String. This generates the authentication string that enables a secure channel between the CUCM and TSP. The Authentication String is generated. See Figure 2-11.

IMPORTANT The Instance Id and Authentication String are very important. It should be saved by the Cisco Site Engineer as it is required for the NICE integration.



8. Save the Instance ID and Authentication String in a save place for future use. Record them in Table 5-1 on page 86.

9. Click Save.

A new CapF profile is created and attached to the Application User.Figure 2-12 Certification Authority Proxy Function (CAPF) Information Area

10. Continue with Procedure 4: Editing the Application User Profile For Secured Connections on page 45.



Procedure 4: Editing the Application User Profile For Secured Connections

Once you have completed the procedure above, you now need to edit the Application User and add the Standard CTI Allow Reception of SRTP Key Mateiral to the Application User.

To edit the Application User:


The Find and List Application Users window appears. Figure 2-14 Find and List Application Users Window

2. From the Find and List Users list, click the link of the relevant Application User.

The selected Application User’s profile appears.





4. In the Permissions Information area, click Add to User Group. The Find and List User Groups window appears. Figure 2-16 Permissions Information Area


5. In the User Group area, from the Find User Group where Name drop-down list, select contains and in the empty field type srtp.

6. Click Find. The relevant groups appear in the list.

7. Select Standard CTI Allow Reception of SRTP Key Mateiral and click Add Selected.

8. Click Save. The Standard CTI Allow Reception of SRTP Key Mateiral now appears in the Groups list.



Figure 2-18 Permissions Information Area

9. Continue as follows:

• If your switch supports AXL (enabling the import of all UDIs from the switch to the NICE CTI Integration) continue with Procedure 5: Optional - Defining an AXL - Application User on page 48.

• If your switch does not support AXL, continue with Procedure 6: Optional - Enabling Display of Business Data in NICE Perform on page 54.



Procedure 5: Optional - Defining an AXL - Application UserIf your site supports AXL, simplify your channel mapping by configuring an AXL Application User in the CUCM. The configuration of the AXL Application User enables the importing of all Unique Device IDs from the Communications Manager (i.e. you import the Unique Device IDs straight from the switch) to the NICE CTI Integrations.

The AXL client does not look at which devices are attached to which TSP client. If you have several TSP clients and different devices are attached to each one, AXL ignores this and only looks at the devices that are attached to the CUCM.

The AXL client needs to be connected to the CUCM. To connect it, you define it as a user in the CUCM. The procedures you follow to make this definition depends on the version of the CUCM you are using.

For version 5x and 6x:

The user must be an Application User. Permissions can be limited to AXL Service access.






IMPORTANT You can either configure a separate AXL user or define AXL permissions for the nicecti user.





2.2. In the Application User Information area:

• In the User ID field, enter niceaxl.

• In the Password field, enter the password.

2.3. Click Save.

3. From the User Management menu, select User Group. The Find and List User Groups window appears.Figure 2-22 Find and List User Groups

NOTE: Save this User ID and Password in a safe place. The NICE Installer will need it later when configuring AXL for NICE Perform, see Switch Information Required for NICE Perform on page 142.



3.1. Click Add New group. The User Group Configuration window appears.Figure 2-23 User Group Configuration Window

3.2. In the User Group Information area, in the Name field, enter the user group name AXL User Group.

3.3. Click Save. Figure 2-24 User Group Configuration Window

4. Click the Related Links drop-down list and select Assign Role to User Group.

5. Click Go. The Role Assignment area appears.



Figure 2-25 User Group Configuration Window - Role Assignment Area

5.1. In the Role Assignment area, click Assign Role to Group.

5.2. Click Find. The Find and List Application Users Groups window appears with a list of roles.

Figure 2-26 Find and List Roles Window

5.3. Select Standard AXL API Access.

5.4. Click Add Selected. In the Role Assignment list, the new role and the Status: Update is successful appears.

Click Assign Role to Group




5.5. Click Save.Figure 2-28 Related Links Drop-down List

5.6. From the Related Links drop-down list, select User Group and click Go. The User Group Configuration window appears.


6. Click Add App Users to Group. The Find and List Application Users window appears.

Click Add App Users to Group




6.1. In the Search Results list, select the new AXL user (niceaxl) that you created.

6.2. Click Add Selected. In the User Group Information area, the AXL user appears in the User In Group list.

7. Click Save.

8. Continue with .

Click Add Selected



Procedure 6: Optional - Enabling Display of Business Data in NICE Perform

In order for certain business data fields to display in NICE Perform, you should enter the relevant information in the following CUCM fields: Display Internal Caller ID and Alerting Name, see Configuring the Alerting Name and Display Internal Caller ID in the CUCM.

Configuring the Alerting Name and Display Internal Caller ID in the CUCM

The Alerting Name has to be entered in the CUCM for the following field to display in NICE Perform: Called Name.

The Display Internal Caller ID information has to be entered in the CUCM for the following fields to display in NICE Perform: Caller Name, Redirection Name and Redirecting Name.

Follow the procedure below.

To configure the Alerting Name and Display Internal Call field:

1. From the Device menu, select Phone. Figure 2-31 Device Menu

The Find and List Phones window appears.Figure 2-32 Find and List Phones Window

2. Search for the relevant phones.



3. Click Find. The Find and List Phones page reappears.

4. Click the relevant phone link. Figure 2-33 Phone Configuration Window

The Phone Configuration window appears.

5. In the Phone Configuration window, in the Association Information area, select the required line. The Directory Number Configuration window appears.Figure 2-34 Directory Number Configuration Window - Directory Number Information Area

6. In the Directory Number Information area, in the Alerting Name field enter the relevant Alerting Name. (This is the name that displays on the phone’s Caller display when a person calls the DN.)

7. Scroll down to the relevant line.



Figure 2-35 Directory Number Configuration Window

8. In the Display (Internal Caller ID) field, enter the relevant name. In the example, this is John Smith.

9. Click Save.Figure 2-36 Directory Number Configuration Window

10. Click Apply Config.



Procedure 7: Preparing Quick Start Information for NICE Installer

IMPORTANT Remember to complete the Cisco Quick Start information for the NICE Installer. This ensures that the installer has all necessary information for the NICE installation.


3

Configuring the CUCM for an End User


If you are configuring:

• CUCM 6.0 for a new installation, see Procedure 1: Defining a Cisco Application User (nicecti user) on page 36.

• CUCM 6.X for an End User, continue with the current chapter.

• CUCM 5.X, continue with Configuring CUCM 5.X on page 69.

If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 69.

Contents

Preparing the CUCM Environment................................................................................59

Procedure 1: Defining an End User (nicecti User).......................................................60

Procedure 2: Associating User Groups with the End User ........................................64Defining the Secured Configuration - CapF Profile ....................................................66

Procedure 3: Viewing the End User Profile..................................................................68


Chapter 3: Configuring the CUCM for an End UserPreparing the CUCM Environment

Preparing the CUCM EnvironmentBefore you integrate Cisco TAPI and NICE Perform Release 3.2/3.5, you need to prepare the CUCM environment as follows:

• Configure a standard (non-secure) or secure environment, see below.

Your configuration of the switch depends on whether your site requires a standard (non-secure) configuration or a secured configuration.

IMPORTANT If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping, see Procedure 5: Optional - Defining an AXL - Application User on page 48.

Standard Configuration Secured Configuration

1. Procedure 1: Defining an End User (nicecti User) on page 60

1. Procedure 1: Defining an End User (nicecti User) on page 60

2. Procedure 2: Associating User Groups with the End User on page 64

3. Procedure 3: Viewing the End User Profile on page 68

2. Procedure 2: Associating User Groups with the End User on page 64

3. Defining the Secured Configuration - CapF Profile on page 66

4. Procedure 3: Viewing the End User Profile on page 68

IMPORTANT If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 69.If you are using previous versions of CUCM, consult your Cisco Site Engineer.



Procedure 1: Defining an End User (nicecti User)

You now define a new End User for the CUCM. This user will be used to communicate between the CUCM and TSP Client on the NICE Interactions Center.

To define a new End User:


2. From the User Management menu, select End User.Figure 3-1 Choosing End User

The Find and List Users window appears.

IMPORTANT The recommended method of creating a nicecti user is via the Application User, see Preparing the CUCM Environment on page 59.If for site configuration reasons this is not possible, follow the procedure below. Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).

NOTE: In NICE Perform, the End User that you configure here is referred to as the nicecti user.The new End User can be used for either secure or non-secure connections.




Figure 3-2 Find and List Users Window - Add New

3. Click Add New. The End User Configuration window appears.

4. In the User Information area, complete the following fields:Figure 3-3 End User Configuration - User Information Area

4.1. In the User ID field, enter nicecti.

4.2. in the Password field, enter your password.

4.3. In the PIN field, enter any number that Cisco requires. This number is not relevant to our installation.

4.4. In the Confirm PIN field, enter the PIN number again to confirm it.

4.5. In the Last name field, enter nicecti.

5. All devices, that you want to record, have to be defined here as monitored devices. The monitored devices must be associated with this new user. Perform the following steps:

5.1. Scroll down to the Device Associations area and click Device Association.

Click Add New




A new Search Options window appears.

5.2. In the Search Options area, search for the telephones and CTI ports that need to be monitored. Click Find. The User Device Association window appears.

Figure 3-5 User Device Association window - Search Options Area

6. Select the relevant devices.

7. Click Save Selected/Changes.

8. In the Extension Mobility area, ensure that the Allow Control of Device from CTI checkbox is selected, see below.

Click Device Association

Select the devices you want associated with the user

Select the CTI ports you want associated with the user

LegendCTI Port Route PointDevice model + number of model



Figure 3-6 Extension Mobility Area

9. Click Save.

A new End User is created. The new user’s information appears in the End User Configuration window.

10. Continue with Procedure 2: Associating User Groups with the End User.

Verify that the Allow Control of Device from CTI checkbox is selected



Procedure 2: Associating User Groups with the End UserUser Groups have roles associated with them. A user group can have more than one role associated with it. An End User who is attached to a specific user group, is automatically associated with the roles that are attached to that user group, i.e. User Group A includes Roles 1 and 2. If User Group A is associated with an End User, the End User automatically receives Roles 1 and 2.

To associate the User Group with the End User:1. In the End User Configuration window, scroll down to the Permissions Information area.

Figure 3-7 Permissions Area

2. Click Add to User Group. The Find and List User Groups window appears.Figure 3-8 Permissions Area

3. Click Find.



Figure 3-9 Find and List User Groups

4. Select the groups that you need to associate with the End User. The following groups need to be associated:• Standard CTI Allow Call Monitoring • Standard CTI Allow Call Park Monitoring

• Standard CTI Allow Call Recording• Standard CTI Enabled (for both secured and non-secured connection configurations)

• Standard CTI Secure Connection (only for secured connection configurations)



7. Continue with Defining the Secured Configuration - CapF Profile on page 66.

NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to monitor Call Parks.


Click Add Selected

Select the groups that you want to associate with the End User



Defining the Secured Configuration - CapF Profile

You add the CapF Profile when you require a secure connection. This procedure describes how to create and attach a new CapF profile.


1. From the User Management menu, select End User CAPF Profile.Figure 3-10 Choosing End User CAPF Profile

2. Click Add new. The End User CAPF Profile Configuration window appears.Figure 3-11 End User CAPF Profile Configuration Window

3. In the End User CAPF Profile Information area, click the End User Id drop-down list and select the same user you added in Procedure 2: Associating User Groups with the End User on page 64. This is the user name of the CTI user.

4. Type the Instance Id. This can be numbers, alphanumeric and/or a mixture.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the Certificate Operation drop-down list and select Install/Upgrade. See Figure 3-12.


NOTE: The End User Id, Instance Id and Authentication String are very important. They should be saved by the NICE technician on-site for future reference.




6. To generate the authentication string that enables a secure channel between the CUCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String. The Authentication String is generated. See Figure 3-12.

7. Click Save.

A new CapF profile is created and attached to the end user.

8. Continue with Procedure 3: Viewing the End User Profile on page 68.

NOTE: The Authentication String is very important. It should be saved by the NICE technician on-site for future reference.



Procedure 3: Viewing the End User ProfileOnce you have completed the procedures - Procedure 1: Defining an End User (nicecti User) on page 60 and Procedure 2: Associating User Groups with the End User on page 64, you can view the End User profile.

To view the end user profile:

1. From the User Management menu, select End User. The Find and List Users window appears.

2. Select the relevant end user from the Find and List Users list. The selected End User’s profile appears.


4. Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.Figure 3-13 Permissions Information Area - Secured

Figure 3-14 Permissions Information Area - Non-Secured

If you need it, ensure that Standard CTI Allow Call Park Monitoring is one of the groups.

If you need it, ensure that Standard CTI Allow Call Park Monitoring is one of the groups.


4

Configuring CUCM 5.X

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform Release 3.2, you need to prepare the CUCM environment.

You should only use this chapter if you are configuring for CUCM 5.X.

Contents

Switch Configuration: Devices......................................................................................70

Switch Configuration CCM 5.X Secured.......................................................................75

TSP Client Installation and Configuration....................................................................77


Chapter 4: Configuring CUCM 5.XSwitch Configuration: Devices

Switch Configuration: DevicesThis procedure describes how to perform switch configuration for switch devices.

To configure a device:

1. From the menu, select Devices.

The Devices window appears.

2. In the Search Options area, mark the relevant search criteria and click Find.

The search results appear in the Search Results area.

3. From the search results, select the device to configure.Figure 4-1 Search Results

The device is displayed.

4. In the Protocol Specific Information area, in the SCCP Phone Security Profile field, select Encrypted SCCP Profile auth by null String.Figure 4-2 Protocol Specific Information

5. In the Certification Authority Proxy Function (CAPF) Information area:

5.1. In the Certificate Operation field, select Install/Upgrade.

5.2. Set the Operations Complete By field value to the date for the following day.

NOTE: The Protocol Specific Information must be configured to enable phone authentication when registering in the CCM.The Certification Authority Proxy must be configured for the device to support SRTP communication.



Figure 4-3 Certification Authority Proxy Function (CAPF) Information

6. Reset the device.

The device is configured.

Switch Configuration: End User

After configuring the devices, a new End User must be created in the switch. This procedure describes how to configure a new nicecti End User.

To create a new End User:

1. From the Administration menu, create a new End User (nicecti).Figure 4-4 End User Configuration

This user will be associated with User Groups and, when a secure connection is required, with a CapF profile which allow secure TSP – CCM connection and information authentication, see Switch Configuration: User Groups and Switch Configuration: CapF Profile.

2. To enable monitoring, the devices must be associated to the user. In the Device Associations area, click Device Association.



Figure 4-5 Device Associations

A new End User is created.

This user will be used to communicate between the CCM and TSP client on the Interactions Center (CLS).

Switch Configuration: User Groups

To enable the End User to receive packet authentication details and RTP events, the user must be associated with certain User Groups and with a CAPF profile.

Roles, which are associated to User Groups, are derived from the User Groups associated to the End User and are automatically attached to the user (i.e. User Group A includes Roles 1 and 2. If User Group A is associated to an End User, the End User automatically receive Roles 1 and 2).

This procedure describes how to assign Roles to a User Group and then to associate the User Group with the End User.

To assign Roles to a User Group and to associate the User Group with the End User:

1. Assign Roles to a User Group by selecting the User Group and then selecting the Roles from the List of Roles (a list of predefined Roles exists when the CCM is installed).Figure 4-6 Assigning Roles

2. Associate the following groups (default in the CCM) with the nicecti End User you created, see Switch Configuration: End User on page 71:



• CTI With Encryption

Figure 4-7 CTI With Encryption

• Standard CTI Secure Connection

Figure 4-8 Standard CTI Secure Connection

• Standard CTI Enabled

Figure 4-9 Standard CTI Enabled

Roles were assigned to the required User Groups and the required User Groups are associated with the End User.



Defining the Secured Configuration - CapF Profile

You add the CapF Profile when you require a secure connection. This procedure describes how to create and attach a new CapF profile.



Chapter 4: Configuring CUCM 5.XSwitch Configuration CCM 5.X Secured

Switch Configuration CCM 5.X SecuredBefore configuring the switch to support SRTP:

• Make sure that a standard (non-secure) connection of the nicecti user can be established.

• Make sure that the Device MAC Address is entered for each device in the device administration in the CCM software.

When the switch configuration is done, a Padlock icon appears on the IP phone device, notifying that a secure session is taking place.

Switch Configuration: CapF Profile



1. Create a new CapF profile and attach the End User to it.

2. To generate the authentication string that enables a secure channel between the CCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String.Figure 4-10 Generate String

A new CapF profile was created and is attached to the End User.

NOTE: In previous CCM versions, there was no need to enter the MAC address of each device. As part of the security enhancements by Cisco, this is now an essential step for ALL devices.


Chapter 4: Configuring CUCM 5.XSwitch Configuration CCM 5.X Secured

Switch Configuration: End User Summary

Once you have completed the following:

• Switch Configuration: Devices

• Switch Configuration: End User

• Switch Configuration: User Groups

• Switch Configuration: CapF Profile

the nicecti End User profile can be viewed.Figure 4-11 End User Profile


Chapter 4: Configuring CUCM 5.XTSP Client Installation and Configuration

TSP Client Installation and ConfigurationInstallation and configuration of the Cisco TSP is comprised of the following procedures:

• Downloading the TSP Client

• Installing the TSP Client: During the installation procedure, you are prompted to define how many TSPs to install. Install the same number of TSPs as the number of unique TAPI users previously defined.

• Configuring the TSP Client: For each TSP, define one TAPI User and the IP address of the CallManager. This configuration is done via the Phone and Modem Options.

• : After you install and configure the Cisco TSP, verify that the Cisco TSP is working properly.

Downloading the TSP Client

This procedure describes how to download the TSP Client.

To download the TSP Client:

1. If you have access to the Cisco CallManager CD-ROM:

1.1. Insert the CD-ROM into the NiceCLS Server.

1.2. Double-click the Installs folder and double-click CiscoTSP.exe.

-or-

2. If you do not have access to the Cisco CallManager CD-ROM, download the Cisco TSP as follows:

2.1. Log in to the Cisco Call Manager Services Administration application.Figure 4-12 Cisco Call Manager Services Administration Application

TIP: Download and install the Cisco TSP software either directly from the Cisco CallManager CD-ROM or from Cisco CallManager Administration.



2.2. From the Application menu, select Install Plugins.

2.3. Download the Cisco Telephone Service Provider.

The TSP Client is downloaded.

Installing the TSP Client

This procedure describes how to install the TSP Client.

To install the TSP Client:

1. Locate the installation folder and run the CiscoTSP.exe file.

The InstallShield Wizard installation window appears.Figure 4-13 Cisco Unified CallManager TSP 6.0 InstallShield Wizard Installation Window

2. Click Next.

The Choose Setup Language window appears.Figure 4-14 Choose Setup Language Window



3. Select the appropriate installation language and click OK.

The Cisco Unified CallManager TSP Setup Welcome window appears.Figure 4-15 Cisco Unified CallManager TSP Setup Welcome Window

4. Click Next.

The Choose Destination Location window appears.Figure 4-16 Choose Destination Location Window

5. To change the default installation path, click Browse and select the new path.

Click Next to continue.

The Question window appears.Figure 4-17 Question Window



6. Click:

• No for only one TSP.

• Yes for multiple instances of TSPs.

The Start Copying Files window appears.Figure 4-18 Start Copying Files Window

7. Click Next.

The InstallShield Wizard Complete window appears.Figure 4-19 InstallShield Wizard Complete Window

8. The installation process is now complete.

Mark Yes, I want to restart my computer now and click Finish.

The TSP client is now installed.



Configuring the TSP Client

This procedure describes how to configure the client to support SRTP. Overall, the TSP Client configuration is quite similar to normal TAPI integration.

To configure the TSP client:

1. From the Control Panel, select Phone and Modem Options.

The Phone and Modem Options window appears.Figure 4-20 Phone and Modem Options Window

2. Select the Advanced tab.

3. Select CiscoTSP001.tsp and click Configure.

The Cisco Unified CallManager TSP window appears.

TIP: It is recommended to configure the TSP client to support normal recording and to make sure that there is a connection established with the Call Manager. This will help rule out switch connection issues later on in the integration process.

NOTE: For multiple instances of the TSP client, more than one option will appear. Make sure to choose the correct option.



4. Select the User tab and enter the User Name and Password provided by the Cisco Site Engineer. Figure 4-21 Cisco Unified CallManager TSP Window - User Tab

5. Select the CTI Manager tab and enter the IP address or Host Name of the Cisco Call Manager. If a redundant Call Manager appears, enter its location as well, otherwise enter the same location in the redundant area.Figure 4-22 Cisco Unified CallManager TSP Window - CTI Manager Tab



6. Up to this step, integration has been the same as normal TAPI integration. Now additional security details must be configured.

Select the Security tab and configure the following:

• Mark Secure Connection to CTIManager.

• Mark Fetch Certificate.

• In the CAPF Settings area, enter the Authorization String and the Instance Identifier received from the switch technician.

• Enter the IP address of the switch.

• Leave the default Port value.

• In the Number of Retries for Certificate Fetch field, enter a number between 0 and 3 in the Retry fields.

• In the Retry Interval for Certificate Fetch field, enter a number between 0 and 3.

• In the TFTP Server IP Address field, enter the IP address. (the TFTP is usually located in the same server as the Cisco Call Manager - verify this with the Cisco Site Engineer on site).

Figure 4-23 Cisco Unified CallManager TSP Window - Security Tab

7. Click Apply.

NOTE: The security details configured in this step are necessary in order to receive authentication details and to establish the permissions of the CTI user configured in the Cisco Call Manager.

TIP: If preferred, there is no need to enter the TFTP IP address here. The configuration functions without this information.



8. Close the Cisco Unified CallManager TSP window.

The TSP client is configured.

9. Reboot the computer.

The TSP Client is configured.

IMPORTANT Ask the NICE Installer to verify that the TSP Client is running and properly connected to the CUCM by running TAPIMonitor. The NICE Installer should do this after configuring and installing the NICE CTI Integration. See ???TAPI book.


5

Phase 1: Information to Give to the NICE Installer

Before the NICE installer can begin the CTI integration, the installer requires specific information from you.

Contents

Switch Information Required for NICE Perform...........................................................86

Questions to Ask the Cisco Site Engineer ...................................................................89


Chapter 5: Phase 1: Information to Give to the NICE InstallerSwitch Information Required for NICE Perform

Switch Information Required for NICE PerformYou will require this information when configuring NICE Perform.

Print this page for the Cisco Site Engineer. Ask the Site Engineer to use it to record the following information.

The screen-captures in this section are relevant to CUCM version 8 and above only. The screen-captures for previous versions are slightly different, consult your Cisco Site Engineer.

Table 5-1: CUCM Required Parameters

Parameter Where is this configured? Value

User ID(Application User)

Configured in the CUCM - Application User.

Figure 5-1 CUCM - Application User Configuration Window

NOTE: If more than one nicecti user has been configured, provide all nicecti user names and passwords.

nicecti

Password for User ID Configured in the CUCM - Application User. See User ID.

Associating the devices Ensure that the recorded phones are associated with the nicecti user.



Instance ID(Instance Identifier)

Optional: For secure connections only.Configured in the CUCM > User Management > Application User CAPF Profile.


Authentication String(Authorization String)

Optional: For secure connections only.Configured in the CUCM > User Management > Application User CAPF Profile.


Instance ID(Instance Identifier)

Optional: For secure connections only.Used when you require a second Instance ID. See Instance ID.

Authentication String(Authorization String)

Optional: For secure connections only.Used when you require a second Authentication String. See Authentication String.

CUCM IP address CUCM IP address

CUCM port CUCM port

Secondary CUCM IP address

Secondary CUCM IP addressNOTE: NICE’s best practice is to use this. It is required when configuring ICM as a secondary link.

Secondary CUCM port Secondary CUCM port




List of extensions to be monitored

List of extensions to be monitored. Include:

• Extensions associated with ACDs (Hunt Pilots/Groups)

• A list of all ACDs (Hunt Pilots/Groups) - required in addition to the extensions mentioned above

• A list of all IVRs (CTI ports)

• A list of all PickUp Groups

•Is AXL configured onsite? If so, provide the information below.

NOTE: You can add AXL permissions to the nicecti user instead of configuring a separate user.

AXL User ID(Application User)

AXL User ID is configured in the CUCM > Application User Configuration.


niceaxl

Password for AXL User(Application User)

AXL Password is configured in the CUCM > Application User Configuration. See AXL User ID.

AXL port AXL port

How many unique TAPI users (nicecti users) have been defined on the site?

How many TSP users are required for NICE Perform?Review How Many TSP Clients Do I Need? in the relevant TAPI integration guide and consult with the Cisco Site Engineer.



Chapter 5: Phase 1: Information to Give to the NICE InstallerQuestions to Ask the Cisco Site Engineer

Questions to Ask the Cisco Site EngineerBefore you start your NICE Perform configuration, verify with the Cisco Site Engineer the following:

• Optional: To view the Caller Name, Redirection Name, Redirecting Name, and Connected Name in NICE Perform, the Display Internal Caller field has to be completed in the CUCM. Verify with the Cisco Site Engineer that this has been done.

• Optional: To view the Called Name, complete the Alerting Name in the CUCM. Verify with the Cisco Site Engineer that this has been done.

• Optional for business data: Verify what business data information is relevant for your configuration in NICE Perform. Then verify the following with the Cisco Site Engineer:

• If the site requires Caller Name, Redirection Name, Redirecting Name, and Connected Name information, verify that the Display Internal Caller field has been configured.

• If the site requires Called Name information, verify that the Alerting Name field has been configured.

• Complete list of devices needed for both monitoring purposes and channel mapping. For detailed information see List of extensions to be monitored on page 88.

• Does the CUCM site configuration use extension mobility, shared lines, or multiple line?


Chapter 5: Phase 1: Information to Give to the NICE InstallerTAPI Ports

TAPI PortsThe CUCM Server and the NICE Interactions Center can be on any subnet, but there has to be IP routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing firewall.

• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to Cisco Unified CallManager in the document below. The recommended secure port numbers are 443 or 8443. The recommended non-secure port number is 80.

• For non-secure TSP port information, see the section Communication between Applications and Cisco Unified Communications Manager in the document below and see CTI application server. The recommended port number is 2748.

• For secure (SRTP) TSP port information, refer to the section Communication between Applications and Cisco Unified Communications Manager in the document below and see TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The recommended port is 2749.

For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port Usage white paper:

• CUCM version 6/7: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

• CUCM version 8: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/8_0_2/portlist802.html

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/8_0_2/portlist802.html

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/8_0_2/portlist802.html

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