realtime online - broadcast message manager

Realtime Online - Broadcast Message ManagerRealtime Online - Broadcast Message Manager - Pre / Post Installation System Configuration
RTOLv5 Broadcast Message Manager - Pre and Post Installation System Configuration.docx
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Table of Contents
2.1 Create an Application User ..........................................................................................5
2.2 Create a User Group ....................................................................................................6
2.3 Assign Roles to the User Group...................................................................................7
2.4 Assign Devices and / or Users to the Checkmate Application User ............................8
2.5 Install Cisco Telephony Service Provider on the Realtime Online Server ...................9
2.6 Configure Cisco Telephony Service Provider on Realtime Online Server ................ 14
2.7 Install Cisco Wave Drivers ........................................................................................ 19
2.8 Tannoy and Paging Configuration ............................................................................ 25
2.8.1 Create a Checkmate Tannoy Service .................................................................. 25
2.8.2 Adding the Checkmate Tannoy Service to Cisco IP Phones .............................. 26
2.9 Configuring Pre-recorded Messaging ....................................................................... 27
2.9.1 Create an Application User .................................................................................. 27
2.9.2 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server 28
2.9.3 Recording Port Configuration .............................................................................. 34
2.9.4 Assign the Recording Port to the CheckmateTapi2 Application User ................. 36
2.10 Additional Post Installation System Configuration ............................................... 36
3 Broadcast Message Manager System Configuration Post Installation ............................ 37
3.1 Realtime Online Cisco Integration Server Settings ................................................... 37
4 Troubleshooting & Support ............................................................................................... 38
4.1 Troubleshooting ........................................................................................................ 38
4.1.1 How do I Configure an Audible Alert for BMM Text Messaging .......................... 38
4.2 Contacting Support ................................................................................................... 39
1 Introduction
Realtime Online (hence forth referred to as RTOL) is a web based solution comprising of up to six functional components that enable the distribution of both static and dynamic business critical information to individuals, teams or the entire enterprise using Microsoft® Internet Explorer® sessions and / or Cisco IP telephone devices.
The functional components that can be combined for any particular instance of RTOL are optional and dependent upon the licence that is applied. However, directly after installation, you are provided with a 15 day trial licence that allows you to sample all six functional components but with a limit of only ten devices and configuration of only one data connection. The 15 day demo licence should provide you with enough time to assess each component before committing to those that you want to continue to use.
The following functional components can be combined within RTOL:
Realtime Online Dashboards Display static / dynamic business data on Microsoft® Internet Explorer® sessions and / or Cisco IP telephone devices.
Broadcast Message Manager Text Paging Send text messages to Microsoft® Internet Explorer® sessions and / or Cisco IP telephone devices.
Broadcast Message Manager Tannoy & Paging Send audio messages to Cisco IP telephone devices.
Cisco Screen Pop Show a screen pop of caller information on the display of Cisco IP telephone devices as the device start to ring.
Cisco Presence Display Show the status of a user on the display of their Cisco IP telephone device. All internal callers who dial the device are notified of the status that has been set (i.e. explaining why the call is not being answered).
Cisco Agent Status Show the Ready / Not Ready status of a user on the display of their Cisco IP telephone device.
This document has been provided to assist you whilst configuring your systems to work with the Broadcast Message Manager functional components of RTOL.
Realtime Online - Broadcast Message Manager - Pre / Post Installation System Configuration
RTOLv5 Broadcast Message Manager - Pre and Post Installation System Configuration.docx 5 of 39
2 Broadcast Message Manager System Configuration Pre Installation
Only complete the following configuration steps if you want to install the Broadcast Message Manager functional component.
Tip - If you have already completed the steps in preparation for installing an alternative Realtime Online functional component then simply skip to the next step.
2.1 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) an application user has to be created.
1) Log into the Cisco Unified Communications Manager.
2) Select Application User from the User Management menu.
3) Select the Add New button.
4) An Application User Configuration dialog is displayed.
Specify the new application user as follows:
- Specify the User ID field as ‘CheckmateTapi’.
- Specify the Password field as ‘Abridge’.
- Specify the Confirm Password field as ‘Abridge’.
5) Click the Save button to save the new application user.
2.2 Create a User Group
The new application user created in section 2.1, Create an Application User, has to be added to a new user group.
2) Select User Group from the User Management menu.
4) A User Group Configuration dialog is displayed.
Specify the new user group as follows:
- Specify the Name field as ‘CheckmateGroup’.
5) Click the Save button to save the new user group.
6) When the new user group has been saved you can add application users to the group directly from the User Group Configuration dialog by clicking the Add App Users To Group button.
7) An application user search dialog is displayed enabling you to filter application users to only those you want to add. Filter for the ‘CheckmateTapi’ application user created in section 2.1, Create an Application User, and then ensure that the corresponding ‘selected’ checkbox is ticked before clicking the Add Selected button.
8) Finally click the Save button.
2.3 Assign Roles to the User Group
Roles need to be assigned to the ‘CheckmateGroup’ created in section 2.2, Create a User Group.
2) Select User Group from the User Management menu.
3) Use the search functionality to locate the CheckmateGroup created in the previous step.
4) When the CheckmateGroup is located and listed click the Roles icon, , in the tabular list to access the role assignment functionality.
5) Click the Assign Role to Group button.
6) A Find and List Roles dialog is displayed. Click the Find button without defining any filter criteria to return all roles.
Ensure that the following roles are ticked:
- Standard CTI Allow Call Park Monitoring (Cisco CTI). - Standard CTI Allow Calling Number Modification (Cisco CTI). - Standard CTI Allow Control of All Devices (Cisco CTI). - Standard CTI Allow Reception of SRTP Key Material (Cisco CTI). - Standard CTI Enabled (Cisco CTI). - Standard AXL API Access (Cisco Call Manager AXL Database). - Standard SERVICEABILITY (Cisco Call Manager Serviceability). - Standard CCM Admin Users. - Standard CCMADMIN Administration (Cisco Call Manager Administration).
7) Click the Add Selected button.
2.4 Assign Devices and / or Users to the Checkmate Application User
The devices and / or users to whom / which you want to send Broadcast Message Manager text and audio need to be assigned to the ‘CheckmateTapi’ application user created in section 2.1, Create an Application User.
3) Use the search functionality to locate the CheckmateTapi application user created in the first step.
4) Select the CheckmateTapi application user.
Scroll down to the Device Information section and select (highlight) within the Available Devices table the devices/users that are going to:
- Receive tannoy and / or paging messages. - Receive text messages. - Receive pre-recorded audio messages.
It’s possible that not all devices will be listed and as a result you are not able to find the appropriate devices; in this situation use the Find More Phones button to search for additional devices. When you have selected the appropriate devices / users add them to the Controlled Devices table using the Move Down button (a downward facing arrowhead).
2.5 Install Cisco Telephony Service Provider on the Realtime Online Server
Next the Cisco Telephony Service Provider (TSP) has to be downloaded from the Cisco Unified Communications Manager (CallManager) and installed onto the Realtime Online server environment.
1) Log into the Cisco Unified Communications Manager from the Realtime Online server.
2) Select Plugins from the Application menu.
3) Click the Find button within the search functionality to return all downloadable plugins.
4) Scroll down the list of plugins that are returned until you locate the Cisco Telephony Service Provider.
5) Click the Download link and save to the desktop of your Realtime Online server environment.
6) Once saved double-click the downloaded Cisco TSP file to start the installation.
7) A Welcome to the InstallShield Wizard for Cisco Unified Communications Manager TSP dialog is displayed.
Click the Next button to continue.
8) A Choose Destination Location dialog is displayed.
Either accept the default installation location, or optionally change it using the Browse button, and click the Next button to continue.
9) A Cisco Unified Communications Manager TSP Setup dialog is displayed.
Select the Yes button to continue.
10) A Number of TSPs dialog is displayed.
Specify that you want to install two (2) TSPs. Click the Next button to continue.
11) A TFTP Server IP Address dialog is displayed.
As the dialog implies when the Cisco Unified Communications Manager TSP configuration user interface is opened for the first time after installation the appropriate language files can be downloaded automatically from the TFTP server IP address specified.
If you know the IP address of the TFTP server specify it here. If you do not know the IP address leave it blank and specify the language settings in the following section 2.6 Configure Cisco Telephony Service Provider on Realtime Online Server.
Tip - Where a TFTP server IP address is not specified the language used defaults to English.
12) An Installing Cisco Unified Communications Manager TSP dialog is displayed.
Allow the installation to complete.
13) An InstallShield Wizard Completed dialog is displayed.
Click the Finish button to continue.
2.6 Configure Cisco Telephony Service Provider on Realtime Online Server
Having installed the Cisco TSP on the Realtime Online server it must be configured.
1) Open the Windows® Control Panel.
2) Double-click Phone and Modem Options to select phone and modem configuration options. If this is the first time you have opened Phone and Modem Options then Windows® will prompt you to define location information before you can continue.
3) Click the Advanced tab.
Double-click the CiscoTSP001.tsp to access the configuration dialog.
4) A Cisco Unified Communications Manager TSP configuration dialog is displayed. Select the User tab.
Specify the username and password of the ‘CheckmateTapi’ application user created in section 2.1, Create an Application User.
- Specify the User Name field as ‘CheckmateTapi’.
- Specify the Verify Password field as ‘Abridge’.
5) Select the CTI Manager tab.
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher.
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber.
6) Select the Trace tab.
Ensure that the On checkbox does not contain a tick.
7) Select the Advanced tab.
- Ensure that the Synchronous Message Timeout is set to 15 seconds.
- Ensure that the Requested Heartbeat Interval is set to 30 seconds.
- Ensure that the Connect Retry Interval is set to 30 seconds.
- Ensure that the Provider Open Completed Timeout is set to 900 seconds.
8) Click the OK button to save and apply all configuration changes to Cisco TSP001.tsp.
Tip – The second Cisco TSP, named Cisco TSP002.tsp, is configured whilst setting up pre-recorded messages for Broadcast Message Manager. See section 2.9.2 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server for further details.
2.7 Install Cisco Wave Drivers
With the Cisco TSP installed and configured the Cisco Wave drivers must now be installed on the Realtime Online server.
2) Double-click Add Hardware to launch the Add Hardware Wizard.
3) A Welcome to the Add Hardware Wizard dialog is displayed.
4) The Add Hardware Wizard scans for new hardware that has been connected to the
server recently.
5) An Is the hardware connected dialog is displayed.
Select the Yes, I have already connected the hardware radio button followed by clicking the Next button to continue.
6) A list of the hardware that is already installed on your computer is displayed.
Scroll down the list and select the Add a new hardware device option before clicking the Next button to continue.
7) A The wizard can help you install other hardware dialog is displayed.
Ensure that the Install the hardware that I manually select from a list (Advanced) radio button is selected before clicking the Next button to continue.
8) A From the list below, select the type of hardware you are installing dialog is displayed.
Scroll down the list and select the Sound, video and game controllers option before clicking the Next button to continue.
9) A Select the device driver you want to install for this hardware dialog is displayed.
Click the Have Disk... button
10) An Install From Disk dialog is displayed.
Use the Browse... button to navigate to C:\Program Files\Cisco\WaveDrivers\oemsetup.inf.
When you have found the *.inf file click the Open button to return to the Install From Disk dialog.
Click the OK button to continue.
11) The Select the device driver you want to install for this hardware dialog is displayed for a second time, this time displaying the hardware to be installed based on the driver file you selected in the previous step.
Ensure that Cisco Unified Communications Manager TSP Wave Driver is selected.
12) A The wizard is ready to install your hardware dialog is displayed.
Click the Next button to begin the installation. Allow the installation to complete.
Tip – During the installation you may be prompted that digital signatures could not be found for the Cisco Wave driver. If this occurs simply click to proceed regardless.
13) When the installation completes a Completing the Add Hardware Wizard dialog is displayed.
Click the Finish button to complete the driver installation.
Tip – You will have to restart the server for the hardware to work.
2.8 Tannoy and Paging Configuration
To enable telephones to initiate Broadcast Message Manager tannoy and / or paging messages a Checkmate Tannoy IP phone service needs to be created which then needs to be subscribed to the telephones that will be utilising this functionality.
2.8.1 Create a Checkmate Tannoy Service
To create a Checkmate Tannoy IP phone service:
2) Select the Phone Services sub-menu from the Device Settings sub-menu of the Device menu.
3) Click the Add New button. An IP Phone Services Configuration form is displayed.
- Specify the Service Name field as ‘Tannoy’.
- Specify the ASCII Service Name field as ‘Tannoy’.
- The Service Description field is optional but we recommend that you define the description as ‘Checkmate Tannoy’ to ease administration later on.
- Specify the Service URL field as: http://xxx.xxx.xxx.xxx:86/Tannoy/Tannoy.htm?name=#DEVICENAME#%26st ep=1 where xxx.xxx.xxx.xxx is the IP address or name of the Realtime Online server.
- Specify the Service Category field as ‘XML Service’.
- Specify the Service Type field as ‘Standard IP Phone Service’.
- The Service Vendor and Service Version fields are optional and can be left blank.
- Ensure that the Enable checkbox is ticked.
4) When you have completed configuring the appropriate fields click the Save button to save the tannoy service.
2.8.2 Adding the Checkmate Tannoy Service to Cisco IP Phones
With the service created it must also be assigned to the Cisco IP phones that will be used to broadcast voice messages.
2) Select the Phone sub-menu from the Device menu.
3) A Find and List Phones dialog is displayed. Click the Find button without defining any filter criteria to return all roles.
4) For each phone returned that you want to be used to broadcast voice messages:
a. Click the phone to access the Phone Configuration dialog.
b. Select Subscribe / Unsubscribe Services from the Related Links drop- down control positioned in the top right hand corner followed by clicking the OK button.
c. A Subscribed Cisco IP Phone Services for <Device> dialog is displayed. Select the Tannoy service from the Select a Service drop-down list.
d. Click the Next button.
e. Click the Subscribe button. The service is now added for this phone. The tannoy service will appear in the Available Services list when the Service button on the Cisco IP phone is pressed.
5) When you have subscribed all appropriate Cisco IP Phones to the Checkmate Tannoy service the Tannoy service is now fully configured.
2.9 Configuring Pre-recorded Messaging
To enable audio messaging within the Broadcast Message Manager text and audio paging functionality the following configuration needs to be completed. The configuration enables audio messages to be recorded and stored in readiness for use within the paging functionality.
2.9.1 Create an Application User
To enable Broadcast Message Manager to utilise resources within the Cisco Unified Communications Manager (formerly Call Manager) a second application user has to be created.
Specify the new application user as follows:
- Specify the User ID field as ‘CheckmateTapi2’.
- Specify the Confirm Password field as ‘Abridge’.
5) Click the Save button to save the new application user.
2.9.2 Configure the Second Cisco Telephony Service Provider on the Realtime Online Server
Having already installed the Cisco TSP on the Realtime Online server the second TSP must now be configured.
2) Double-click Phone and Modem Options to select phone and modem configuration options.
3) Click the Advanced tab.
Double-click the CiscoTSP002.tsp to access the configuration dialog.
4) A Cisco Unified Communications Manager TSP configuration dialog is displayed. Select the User tab.
Specify the username and password of the Checkmate application user created in section 2.9.1, Create an Application User.
- Specify the User Name field as ‘CheckmateTapi2’.
- Specify the Verify Password field as ‘Abridge’.
5) Select the CTI Manager tab.
- In the Primary CTI Manager Location section select the IP Address radio button and specify the IP address of the Cisco Unified Communications Manager Publisher.
- In the Backup CTI Manager Location section select the IP Address radio button and enter the IP address of the Cisco Unified Communications Manager Subscriber.
6) Select the Wave tab.
Ensure that the Enumerate only lines which support Automated Voice checkbox is ticked.
7) Select the Trace tab.
Ensure that the On checkbox does not contain a tick.
8) Select the Advanced tab.
- Specify the Synchronous Message Timeout field as 15 seconds.
- Specify the Requested Heartbeat Interval field as 30 seconds.
- Specify the Connect Retry Interval field as 30 seconds.
- Specify the Provider Open Completed Timeout field as 900 seconds.
9) Click the OK button to save and apply all configuration changes to Cisco TSP002.tsp.
2.9.3 Recording Port Configuration
The final step is to create a recording port to enable recording of the audio messages.
2) Select the Phone sub-menu from the Device menu.
3) Click the Add New button.
4) Use the Phone Type drop-down list to specify the type as ‘CTI Port’.
5) Click the Next button.
6) A Phone Configuration dialog is displayed.
Within Device Information:
- Specify the Description field as ‘Checkmate Voice Recorder’.
- Specify the Device Pool field as ‘Default’.
- Leave the default value for the remaining mandatory fields.
Within Protocol Specific Information:
- Ensure that the Device Security Profile is set to ‘Cisco CTI Port – Standard SCCP Non-Secure Profile’’.
7) Click the Save button.
8) A message dialog is displayed.
9) Click OK to dismiss the message dialog.
10) Click the Apply Config button to apply the changes.
11) Click the Line [1] – Add a new DN option within the Association Information area.
12) Specify an available directory number in the Directory Number field.
13) Click the Save button.
14) Reset the device to complete configuration.
2.9.4 Assign the Recording Port to the CheckmateTapi2 Application User
The newly created CTI port needs to be assigned to the CheckmateTapi2 application user.
3) Use the search functionality to locate the CheckmateTapi2 application user created in section 2.9.1, Create an Application User.
4) Select the CheckmateTapi2 application user.
Scroll down to the Device Information section and ensure that the CheckmateRec001 device is assigned to the user
When you have selected the appropriate device add it to the Controlled Devices table using the Move Down button (a downward facing arrowhead).
2.10 Additional Post Installation System Configuration
There is system configuration required for Broadcast Message Manager Text / Tannoy after Realtime Online has been installed. Please ensure that after the installation has completed you refer to section 3 Broadcast Message Manager System Configuration Post Installation and complete the required configuration.
3 Broadcast Message Manager System Configuration Post Installation
3.1 Realtime Online Cisco Integration Server Settings
Configure the Cisco Integration Server system settings within Realtime Online to allow Realtime Online to communicate with your Cisco Unified Communications Manager (formerly Call Manager).
1) Launch and log into the Realtime Online Checkmate Control Panel.
2) Select the System sub-menu from the System menu.
3) Select the Cisco Integration Server tab.
Specify the Cisco Unified Communications Manager (formerly Call Manager) details as follows:
- Specify the Publisher IP Address field as the IP address of the Cisco Unified Communications Manager (formerly Call Manager) publisher.
- Specify the User Name field as your Cisco Unified Communications Manager (formerly Call Manager) administrator user name.
- Specify the Password field as your Cisco Unified Communications Manager (formerly Call Manager) administrator password.
- Specify the Tapi User and Tapi Password fields as the user and password that was created prior to installation as detailed in section 2.1 Create an Application User.
- Specify the Version field as the version number of your instance of Cisco Unified Communications Manager (formerly Call Manager).
4) Click the Apply CCM And Audio Settings button to save details.
4 Troubleshooting & Support
4.1 Troubleshooting
This troubleshooting section enables you to try and fix commonly encountered issues.
4.1.1 How do I Configure an Audible Alert for BMM Text Messaging
It is possible to assign a sound so that when a text message is received by a Cisco IP Phone a sound is played to alert the receiver when a message has been received. This is a system wide setting so is either on or off, it cannot be assigned only to certain phones.
To configure an audible alert:
1) Browse to the Realtime Online installation directory on the Realtime Online server (typically ..\Program Files\Checkmate\RTOL).
2) Search for and, when found, double-click the file named CTI_Info_Admin.exe.
3) The Abridge Information Server Administration Tool launches.
4) Click on the Cisco node of the tree view displayed within the General tab. The right hand side of the tool populates to show Cisco configuration details.
5) In the right-hand side of the tool locate the ToneOnMsg entry. The Value field lists the sound that is currently played when a text message is received by a Cisco IP phone. If the field is empty (i.e. blank) no sound is played at all.
6) To change the value double-click the ToneOnMsg field. An Edit Value Cisco dialog is displayed.
Specify the file name and extension of the sound to be played, or, specify ‘Ring’ which will result in a single ring occurring prior to a message being delivered.
7) Once you have entered the required value click the OK button.
Tip – All sounds suitable to be used here are located on the Cisco Unified Communications Manager (formerly CallManager) server. To see the list of available sounds browse to \\xxx.xxx.xxx.xxx\tftppath where xxx.xxx.xxx.xxx is the IP address of your Cisco Unified Communications Manager (formerly CallManager) server.
4.2 Contacting Support
Should you require assistance during the installation process please contact the Checkmate support team who will be happy to help.
The support team can be reached...
...by telephone, using the numbers 0870 220 4033 if calling from the United Kingdom, or 1 866 243 1700 if calling from the United States of America.
...by e-mail using the address [email protected].
Our normal operating hours are 08.30 to 17.30 (GMT), Monday to Friday.

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