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© 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks

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AT&T Unified Communications Services

Attendant Console Standard (Serverless) Configuration Reference

For Customer’s System Administrators

V1.0 – September, 2015

©2015 AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T Intellectual Property.

All other marks are the property of their respective owners. The information contained herein is not an offer, commitment, representation or warranty by AT&T

and is subject to change.

ii

© 2015 AT&T Intellectual Property

Published by: AT&T Intellectual Property

Product: AT&T Unified Communications Services

Title: Attendant Console Standard (Serverless) Configuration Reference

Product version: 8.6.2

Publication date: September, 2015

Reference number: <UCS><UCV><ACCS><0715>

Document revision number: 1.0

NOTE: All screen captures in this document have been reproduced by AT&T with the permission of

Cisco Systems Inc. The date of the screen captures was June, 2015. COPYRIGHT ©2015 CISCO

SYSTEMS, INC. ALL RIGHTS RESERVED.




iii

Welcome

This manual explains how to install client software for the Attendant Console Standard (serverless) for

AT&T Voice on operators’ computers. It is intended for customer’s system administrators who will be

responsible for installing this software.




iv

Table of Contents

Requirements ........................................................................................................................... 6

Hardware Requirements ..............................................................................................................6

Operating System Requirements .................................................................................................6

Virus Scan Exclusions ...................................................................................................................7

Network Requirements and Firewall Exclusions..........................................................................7

Windows Folder Permissions .......................................................................................................7

Citrix® Support .............................................................................................................................8

Jabber® Support ...........................................................................................................................8

Round Trip Time ...........................................................................................................................8

Scalability .....................................................................................................................................8

Phones Supported by Attendant Console Standard (Serverless) ................................................9

Installation or Upgrade ........................................................................................................... 10

Launching the Attendant Console Software for the First Time .................................................. 14

Configuration Options ............................................................................................................. 18

Adding a Redundant CTI Manager ............................................................................................ 18

Directories ................................................................................................................................. 20

Directory Groups ....................................................................................................................... 20

Directory Synchronization ................................................................................................... 20

Contact Notes ...................................................................................................................... 21

Additional Configuration Options ............................................................................................. 22


All other marks are the property of their respective owners. v

Use Example – Hunt Groups .................................................................................................... 23

Logging into Hunt Groups ......................................................................................................... 23

Logging out of Hunt Groups ...................................................................................................... 24

Troubleshooting ..................................................................................................................... 26

Troubleshooting Tools .............................................................................................................. 26

Logs ...................................................................................................................................... 26

TSP Logging .......................................................................................................................... 27


All other marks are the property of their respective owners. 6

Requirements

Hardware Requirements

Before installing the Attendant Console Standard software for AT&T UC Voice, verify that the computer

which will be running the attendant console meets the following minimum hardware requirements:

• 2.4 GHz Core 2 Duo

• Memory: 4 GB RAM

• Disk space: 10 GB free hard drive space

• Network card: 100 Mbps network card connected to the same network as the Cisco® Unified

Communications Manager (CUCM) using Transmission Control Protocol/Internet Protocol (TCP/IP)

• Monitor: 1024 x 768 resolution (recommend 1440 x 900 or better with headset)

• Keyboard with 10-key number pad

Operating System Requirements

Attendant Console Standard is supported on the following operating systems:

• Windows® Vista® Professional with SP2 (32-bit or WoW64)

• Windows 7 (32-bit or WoW64) – integration with CUCM versions 7.1(5) or 8.0(x) is not supported

under this operating system

• Windows 8 (32-bit or WoW64) – only integrates with CUCM versions 10.0(1) or 10.5(1)

NOTE: More operating systems are in the process of being supported. Contact your AT&T

representative.



Virus Scan Exclusions

To prevent system files from being quarantined by your anti-virus software, add the following folders to

the computer’s virus scan exclusions:

• \Program Files\Cisco\Cisco Unified Attendant Console Standard (32-bit operating systems)

• \Program Files (x86)\Cisco\Cisco Unified Attendant Console Standard (64-bit operating systems)

• \Users\ windows user name \AppData\Roaming\CUACSLayout

• \ProgramData\CUACS

Network Requirements and Firewall Exclusions

The computer must be able to access the CUCM and the Cisco Unified Presence (CUP) server on the

ports specified below:

• CUCM – TCP port 443, 2748

• CUP server – TCP port 5222

NOTE: The computer’s firewall must be configured to allow access to these ports.

Windows Folder Permissions

Set the specified permissions for each of the folders below.

• \Program Files (x86)\Cisco\Cisco Unified Attendant Console Standard

• \Users\<windows_user_name>\AppData\Roaming\CUACSLayout

• \Users\<windows_user_name>\AppData\Roaming\CUACSLogging

− Modify

− Read and execute

− List folder contents

− Read

− Write (Windows 8.1 only)

− Special permissions (Windows 8.1 only)

• \ProgramData\CUACS

− Modify

− Read and execute

− List folder contents

− Read

− Write

− Special permissions



Citrix® Support

Attendant Console Standard is not supported within a Citrix environment.

Jabber® Support

Jabber installed on the computer and also Jabber installed in a Virtualization Experience Media Engine

(VXME) environment are supported as operator devices and end points.

Round Trip Time

The maximum Round Trip Time (RTT) for Telephone Application Programming Interface (TAPI)

communication between the Attendant Console software and the CUCM is 80ms.

Scalability

Attendant Console Standard supports up to 5000 contacts on a single instance. Up to 5000 lines (not

phones) can be associated with the operator’s Application User that connects Attendant Console

Standard to the CUCM. More may cause the system’s performance to degrade.



Phones Supported by Attendant Console Standard (Serverless)

Table 1. Supported phones

Phone Type Supported Phone Type Supported

3905 Not as Console and cannot support BLF,

but can transfer

7942 Yes

3911 7942G Yes

3951 7945 Yes

6901 Yes 7945G Yes

6911 Yes 7960 Yes

6921 Yes 7961 Yes

6941 Yes 7961G-GE Yes ***

6945 Yes 7962 Yes

6961 Yes 7965 Yes

7821 Yes 7965G Yes

7841 Yes 7970 Yes

7861 Yes 7971 Yes

7902 Not tested (obsolete) 7975 Yes ***

7905 Yes 8800 Yes

7906 Yes 8811 Yes

7910 Yes 8841 Yes

7911 Yes 8851 Yes

7912 Yes 8861 Yes

7920 Yes 8941 Yes **

7921 Yes 8945 Yes **

7925 Yes 8961 Yes **

7925G Yes 9951 Yes **

7925G-EX Yes 9971 Yes **

7926 Yes Cisco CSF Yes

7931 Yes DX70 Yes

7940 Yes DX80 Yes

7941 Yes DX650 Yes

7941G-GE Yes * IP Yes

Communicator

Jabber Yes – Standard Jabber installations (locally

installed on the operator computer) and

VXME installations (installed in a VXME

environment) are supported as operator

devices and end points.

NOTES:

* If the operator is using a model 7931 IP phone, the maximum calls on the CUCM must be set to at least

two.

**If the operator is using a model 89xx or 99xx IP phone, the rollover feature of CUCM must be disabled.

*** If Log in to hunt groups at sign in is selected, CUCM resets phones of this type (models 7961G-GE and

7975) when the operator logs into the Attendant Console Standard.



Installation or Upgrade

The following instructions apply when installing or upgrading the attendant console software. When

upgrading the software, the installation wizard lists details of the current installation, which you can

accept or change as required. You do not need to uninstall the old version before installing the new

software.

When performing the installation, local administration rights are required. Be sure to have the server

Internet Protocol/Fully Qualified Domain Name (IP/FQDN) for CUCM and CUPS, along with the

respective application users’ and CUPS users’ IDs and passwords before beginning the installation.

The attendant console software requires .NET framework 4 and potentially the C++ redistributable

packages to run. If these have not been supplied or configured before installation, the installation

wizard installs and configures them for you.

1. Obtain the following from AT&T:

• Attendant Console server IP (Internet Protocol) address

• Attendant Console Client software

• End user (operator) login information

2. Make sure the end user’s PC meets the requirements listed in Chapter 1.

3. Copy the Attendant Console client software file, CUACS_Setup.exe, to the end user’s PC.

4. Login as a local admin member of the end user’s PC and launch the executable file,

CUACS_Setup.exe.

5. In Internet Explorer®, under Tools, choose Internet Options.

6. In the dialog box, select the Advanced tab.

7. Under Security, deselect (uncheck) Check for publisher's certificate revocation.

NOTE: After the installation, you may select (check) this parameter, if desired.

8. Under Security, deselect (uncheck) Check for server certificate revocation.

NOTE: After the installation, you may select (check) this parameter, if desired.

9. Click the OK button.



10. Browse to the folder where the installer exists and run CUACS_Setup.exe.

11. On the Welcome Page, click the Next button.

12. In the Cisco Unified Communications Manager Connection Details page (Figure 1), enter the

following information:

a. FQDN (if Domain Name Service (DNS) resolution is enabled) or IP of the Publisher or

Subscriber running the Computer Telephone Integration (CTI) manager

b. Application User ID for this console

c. Password for the operator

Figure 1. CUCM Connection Details page

13. Click on the Next button.

NOTE: During installation, the TSP appropriate to the CUCM you are using will be downloaded and

installed automatically.

14. Click Yes to all Security Alert messages.

15. In the Language Information page, select the language you want to use, and then click the Next

button.



16. In the Cisco Unified Presence Server Connection Information page (Figure 2), enter the following

information:

a. The Server Address or URL required for hosted presence

b. the Domain name

c. The Cisco Unified Presence User Name to use

d. The Cisco Unified Presence Password appropriate to the User Name

Figure 2. CUPS Connection Information page

17. Click the Next button.

18. In the Choose Destination Location page, either accept the default folder (recommended) or

Browse to the folder in which to install the application, and then click the Next button.

19. In the Start Copying Files page, if the details are correct, click the Next button. If not, click the Back

button and correct the information.

20. In the InstallShield Wizard Complete page, select Yes, I want to restart my computer now, and

then click the Finish button.



21. Upon reboot there may be an additional prompt to complete the TSP install depending on your

company’s User Agent Client (UAC) settings. Allow any remaining steps to complete before

continuing.

The attendant console software is now installed.



Launching the Attendant Console Software

for the First Time

By default, the installation process created a desktop icon and start menu item. Perform the following

to launch the software.

Double click on the desktop icon to open the Login page. You should see a message on the page stating

that it’s obtaining application user devices (Figure 3). If you do not see this message (may have been too

quick) and are not able to sign in, there was an issue with:

• The TSP client, or

• A prerequisite install, or

• An incorrect application user configuration

If there was an authentication issue, this will display on the Login page.

Figure 3. Login page



After the startup process finishes, the Login page displays the word “Extension,” which indicates that

you need to enter an operator’s phone number (Figure 4).

Figure 4. Login page prompting for operator’s extension

As you begin to enter valid extensions (phones that the application user has control over), you will see

search results (Figure 5). Type in as much of the extension that is needed to find a match, then if

prompted, select the operator’s desk phone.

NOTE: If the operator’s extension is shared among devices, there will be a list of devices presented to

choose from (Figure 6).



Figure 5. Search results display as you enter the operator’s extension number

Figure 6. Example of an extension number that is shared among devices



Once the operator is logged in, the console will perform a direct synchronization with the contacts

available in the CUCM directory (Figure 7).

Figure 7. Example initial directory synchronization with CUCM



Configuration Options

Attendant Console Standard offers many configuration options. The most popular options are described

below. Contact your AT&T Representative for a complete listing.

Adding a Redundant CTI Manager

Obtain the Redundant CTI Manager IP address from AT&T.

1. Login as an administrator to Attendant Console Standard.

2. Go to the Control Panel and select the Phone and Modem option.

3. If prompted, provide an area code to continue.

4. Click on the Advanced tab (see Figure 8).

Figure 8. Configuring a backup CTI manager



5. Highlight Cisco TSP001.tsp in the Advanced tab, then click the Configure button.

6. Select the CTI Manager tab (Figure 9).

Figure 9. CTI Manager tab

7. Provide a Backup CTI Manager Location.

8. Click on the OK button.

9. Close the Phone and Modem page.



Directories

Attendant Console Standard can display one or more directories containing contact information. The

Corporate directory always displays. It is copied from one or more of the following sources:

• CUCM

• A Comma Separated Variable (CSV) file. CSV file names have the .csv extension.

CUCM is the default source of your corporate directory. Attendant Console Standard automatically

synchronizes with the CUCM directory when an operator logs in.

Directory Groups

Attendant Console Standard supports directory groups that allow you to quickly view and connect to

contacts that are not in your corporate directory. These directory groups can contain any combination

of the following:

• Imported contacts that can be obtained from either CSV files or Extensible Markup Language (XML)

files.

• Contacts you entered yourself

As well as importing contacts into directory groups, you can also export (copy) directory groups to CSV

files, so they can be used by other attendants or in other applications.

Directory Synchronization

The process of copying contacts from your source directories into Attendant Console Standard is known

as synchronization. When synchronization occurs, the contacts from both the CUCM and the CSV file (if

you specify one) are copied into Attendant Console Standard. The actual data that is displayed in your

corporate directory depends not only on what is in your sources but also on any directory filters,

directory field mappings, or Busy Lamp Fields (BLF) rules you have configured. These are described in

the paragraphs below.

Directory synchronization takes place at regular intervals that you define; and you can configure

Attendant Console Standard to synchronize with the source directory when you login (the default

setting).

Directory Filtering

A directory filter consists of a set of rules that are applied during synchronization to ensure that only

certain contacts are copied to the corporate directory. Each directory rule can compare one of the

following contact details to a text string:

• Department

• Telephone

• Location



A rule makes the comparison according to one of the following conditions:

• Begins with

• Contains

• Is exactly

• Ends with

Directory Field Mappings

Directory field mappings define which contact data fields (source fields) to import from CUCM or a CSV

file and which destination fields in the directory to populate with data. You can use different directory

field mappings for CUCM and a CSV file. This can provide you with the flexibility to, for example, import

sales contacts from CUCM and marketing contacts from a CSV file.

When you install Attendant Console Standard, default directory field mappings are defined for you. You

can change these mappings or define your own.

BLF (Busy Lamp Field) Rules

BLF rules are applied during synchronization to convert directory numbers to a different format by

searching for and replacing specific number prefixes. You can define sets of multiple rules to be applied

during synchronization. Different rules can be defined for synchronizing from CUCM or CSV files.

NOTE:

• If using BLF rules, the converted numbers must match the directory numbers monitored in TAPI,

otherwise, the line state will not be displayed in the directories.

• Numbers converted by BLF rules are used by Attendant Console Standard when it dials. If you

set up BLF rules, you also need to set up translations in CUCM to convert the numbers in

Attendant Console Standard back to the originals, so that you can call those numbers.

Contact Notes

You can add notes to any contact record in the Corporate directory, the search results, or any directory

group. The notes are text containing additional information about the contact. Notes are available

whenever you login. If you delete a contact, the notes for that contact are also deleted. If you export

contacts, their notes are also exported. If you import a contact with notes, its notes are available to

you.



Additional Configuration Options

The following are some additional configuration options:

• Preventing access to the Options tabs

• Connecting to a different Presence server

• Connecting to a different CUCM

• Setting operator voicemail prefix

• Configuring alerts

• Keyboard shortcuts.



Use Example – Hunt Groups

Logging into Hunt Groups

A hunt group is a group of extensions configured so that an unanswered call to any extension is

forwarded to one of the other lines in the group. CUCM supports hunt groups, and Attendant Console

Standard enables you to sign in using a device that is part of one or more hunt groups, so that calls to

the groups can be received through your operator phone. If you are logged out from any hunt groups

you will not receive any calls through the groups (calls made to a pilot number). If you are not logged in

to the hunt groups of which your extension is part, you can either log into them when you sign into the

application (Figure 10), or you can click the extension number at the top right of the interface, and then

select Log in to hunt groups from the drop-down menu (Figure 11).

Figure 10. Logging into a hunt group during login



Figure 11. Logging into hunt group using the drop-down menu

Logging out of Hunt Groups

To log out do either of the following:

• Click the extension number at the top right of the interface, and then select Log out of hunt groups

from the drop-down menu (Figure 12)

• Use the Ctrl+I keyboard shortcut

Also, when you log out of the attendant console, you will be prompted to log out of any hunt groups you

are logged into (Figure 13). While you are logging out you cannot take calls, but current calls will

continue unaffected. You will be logged out at the end of the current call.



Figure 12. Logging out of a hunt group using the drop-down menu

Figure 13. Hunt group prompt when exiting from the attendant console



Troubleshooting

Troubleshooting Tools

Logs

Attendant Console Standard keeps a log of all events that occur within the application. This information

can be used to gauge the application’s configuration and performance, and can help troubleshoot

errors. You can control which application subsystems are monitored, which events are logged, and the

size and number of the log files.

To configure logging, do the following:

1. In the main menu, choose File > Options. The Options window appears.

2. Select the Logging tab.

3. Set the following as required (see Figure 14):

a. The default logging location is:

\Users\<windows_user_name>\AppData\Roaming\CUACSLogging

b. Enter the Number of Files, which is the maximum number of log files to store before you re-use

(overwrite) the first one.

c. Enter the Maximum File Size (in MBs). When the file becomes this size it is closed and a new

log file is opened.

d. Select the Logging Level. This is the default amount of detail that will be written into the log

file.

e. Detail decreases in the following order:

i. DEBUG

ii. INFO

iii. WARN

iv. ERROR

v. FATAL

f. If you choose Custom, you can set the logging level for all the specific modules.



4. Click on the Apply button.

Figure 14. CUACS Logging Configuration

TSP Logging

While logged in as an administrator on Attendant Console Standard:

1. Navigate to Control Panel > Phone and Modem (Figure 15).

2. If prompted, provide an area code.

3. Click on the Advanced tab.

4. Highlight Cisco TSP001.tsp and click on the Configure button.

5. Select the Trace tab (Figure 16).

6. Configure additional logging as required by AT&T.

7. If desired, change the default Directory for log files.

8. Click on the OK button.

9. Close the Phone and Modem window.



Figure 15. TSP logging configuration

Figure 16. Advanced tab

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