cisco call manager basics (voip)

VoIP: CallManager Grundlagen

BASF IT Services

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CM: Contents

Cisco CallManager ArchitectureHardwareInstallationSkinny ProtocolConfigurationFeaturesTroubleshootingAdministrationLinks

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CM: Cisco CallManager Architecture

Cisco Architecture for Voice, Video and Integrated Data (Cisco AVVID) is a suite of components that includes Internet Protocol (IP) telephony communications.Cisco CallManager is the call routing and signaling component for IP telephony in a Cisco AVVID IP Telephony network.

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CM: Cisco CallManager Architecture Cont.

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CM: Cisco CallManager Functions

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CM: CallManager

The Cisco CallManager is the software-based call-processing component of the Cisco IP telephony solution.The software extends enterprise telephony features and functions to packet telephony network devices such as IP phones, mediaprocessing devices, voice-over-IP (VoIP) gateways, and multimedia applications. Additional data, voice, and video services such as unified messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems interact with the IP telephony solution through Cisco CallManager’s open telephony application programming interface (API).

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CM: CallManager Cont.

The Cisco CallManager software product includes a suite ofintegrated voice applications that performs voice conferencing andmanual attendant console functions.The salient benefit of all these voice applications is that special-purpose voice processing hardware is not required.Supplementary and enhanced services such as hold, transfer,forward, conference, multiple line appearances, automatic routeselection, speed dial, last-number redial, and other features are extended to IP phones and gateways.Because it is a software application, enhancing ist capabilities inproduction environments is a matter of upgrading software on the server platform, thereby avoiding expensive hardware upgrade costs.

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CM: CallManager Cont.

Further, Cisco CallManager and all phones, gateways, andapplications may be distributed across an IP network, providing adistributed, virtual telephony network.The benefit of this architecture is improved system availability andscalability. Call admission control ensures that voice quality of service(QoS) is maintained across constricted WAN links, and automatically diverts calls to alternate Public Switched Telephone Network (PSTN)routes when WAN bandwidth is not available.

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CM: CallManager Layers Cont.

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The Link Layer The function is to ensure that if a device sends a packet of information to CM, or CM sends a packet of information to a device, the sent packet is received. CM uses two methods of communication. TCP and UDP. CM uses TCP for call signaling and media control with IP phones, H.323 gateways, media devices, and other CM nodes. The CM uses UDP for communication with MGCP gateways.The Protocol LayerIt includes the logic that CM uses to manage the different types of devices tha tip support. The device include the media devices, trunk devices, and station devices. It also support third-party integration with CM though the TAPI and JTAPI protocols.

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The Aggregator LayerIt allows CM to properly handle the interaction between groups of related devices. The media resource manager, for example, permits one CM node to locate available media devices, even if they are registered to other CM nodes.The Media Control LayerIt handles the actual media connections between devicesThe Call Control LayerIt handles the basic call processing of the system. It locates the destination that a caller dials and coordinates the Media Control, Aggregator and Protocol Layers. Furthermore, it provides the primitives that the Supplemantary Service Layer uses to relate independent calls.

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Supplemantary Service LayerIt relates independent calls together as part of user-requested features such as call transfer, conference, and call forwarding.

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CM: Operating System

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CM: Cluster

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CM: Cluster Cont.

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CM: Cluster Cont.

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CM: Cluster Cont.

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CM: Cluster Cont.

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CM: Clustering Options

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CM: Data Source

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CM: Database reads

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CM: Data Source Replication

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Recreating Subscriber Connections

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CM: Recreating Subscriber Cont.

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/products_tech_note09186a0080094aeb.shtml

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CM: DC Directory

DC (Data Connection) Directory Manager is the superuser account for the integrated Lightweight Directory Access Protocol (LDAP) database in Cisco IP Telephony systems. The default DC DirectoryManager password for Cisco CallManager systems is ciscocisco.

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CM: Backup Utlity Tool

The Cisco IP Telephony Applications Backup Utility provides a reliable and convenient way to perform regularly scheduled automatic or user-invoked backups of your data.

This utility supports the following applications:Cisco CallManagerCisco Customer Response Solutions (CRS)Cisco CDR Analysis and Reporting (CAR)Cisco Emergency Responder

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CM: Backup Utility Cont.

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Restore from Backup

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CM: Windows 2000 Services on Cisco AVVID IP Telephony Servers

Cisco CallManagerCisco TFTPCisco Database Layer MonitorCisco Messaging InterfaceCisco IP Voice Media Streaming ApplicationCisco Telephony Call DispatcherCisco CTIManagerCisco MOH Audio TranslatorCisco RIS Data CollectorCisco Extended Functions

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CM: Windows 2000 Services on Cisco AVVID IP Telephony Servers Cont.

Cisco CallManager ServiceThe Cisco CallManager service runs on the Cisco IP Telephony Applications Server to provide software-only call processing as well as signaling and call control functionality. You install the Cisco CallManager service from the Cisco CallManager CD.Cisco CDR Insert ServiceWhen you enable call detail record (CDR) collection, Cisco CallManager writes CDRs to flat files on the subscriber databases as calls are made. The Cisco CDR Insert service periodically inserts the records from these files into the publisher centralized SQL database. The Cisco CDR Insert service does not insert a record if the CDRFormat enterprise parameter has a value of Flat.

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Cisco TFTPCisco Trivial File Transfer Protocol (TFTP) builds and serves files consistent with the trivial file transfer protocol, a simplified version of FTP. Cisco TFTP serves embedded component executable, ringer files, and device configuration files. A configuration file includes a list of Cisco CallManagers to which devices (telephones and gateways)make connections. When a device boots, the component queries a Dynamic Host Configuration Protocol (DHCP) server for its network configuration information. The DHCP server responds with an IP address for the device, a subnet mask, a default gateway, a Domain Name System (DNS) server address, and a TFTP server name or address. The device requests a configuration file from the TFTP server. The configuration file contains a list of Cisco CallManagers and the TCP port through which the device connects to those Cisco CallManagers.

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Cisco Database Layer Monitor ServiceThe Cisco Database Layer Monitor service monitors aspects of thedatabase layer as well as call detail records (CDR). The database layer comprises a set of dynamic link libraries (DLL) that provide a common access point for applications that need to access the database to add, retrieve, and change data. The Cisco Database Layer Monitor service performs functions such as determining whether the primary server is available during failover, deleting the oldest CDRs when the limit defined in the MaxCDRecords parameteris reached, and moving CDRs from a subscriber to the primary database at a given interval, if needed.

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Cisco Messaging Interface ServiceThe Cisco Messaging Interface allows you to connect a simplifiedmessage desk interface (SMDI)-compliant external voice-mail system with the Cisco CallManager. The CMI service provides the communication between the voice-mail system and Cisco CallManager. The SMDI defines a way for a phone system to provide a voice-mail system with the information needed to intelligently process incoming calls.

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Cisco IP Voice Media Streaming Application ServiceThe Cisco IP Voice Media Streaming Application provides voice media streaming functionality for the Cisco CallManager for use with MTP, conferencing, and music on hold (MOH). The Cisco IP Voice Media Streaming Application relays messages from the Cisco CallManager to the IP voice media streaming driver. The driver handles the RTP streaming. The MTP and conference bridge components of the Cisco IP Voice Media Streaming Application support G.711 mu-law and a-law codecs. The MOH component supports G.711 mu-law/a-law, G.729a, and wideband codecs.

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Cisco Telephony Call Dispatcher ServiceTelephony Call Dispatcher (TCD) service provides centralized services for Cisco WebAttendant clients and pilot points. For Cisco WebAttendant clients, TCD provides call control functionality, line state information for any accessible line within the Cisco CallManager domain, and caching of directory information. For pilot points, TCD provides automatic redirection to directory numbers listed in hunt groups and failover during a Cisco CallManager failure.

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Cisco CTIManager ServiceThe CTI (Computer Telephony Interface) Manager contains the CTI components that interface with applications. With CTI Manager, applications have access to resources and functionality of all Cisco CallManagers in the cluster and have improved failover capability. One or more CTI Managers can be active in a cluster, but only one CTI Manager can exist on an individual server. An application (JTAPI/TAPI) can have simultaneous connections to multiple CTI Managers; however, an application can only use one connection at a time to open a device with media termination.

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Cisco MOH Audio Translator ServiceThe Cisco MOH Audio Translator service converts audio source files into various codecs, so they can be used by the MOH feature. When you install the Cisco IP Voice Media Streaming Application service, Cisco CallManager automatically installs this service.

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Cisco RIS Data CollectorThe Real-time Information Server (RIS) maintains real-time Cisco CallManager information and provides an interface through which the Cisco RIS Data Collector service and the SNMP Agent retrieve that information. One RIS exists on each node containing the Cisco CallManager service. The Cisco RIS Data Collector service provides an interface for applications, such as Cisco CallManager Serviceability and the Cisco CallManager Administration, to retrieve information stored in all RIS nodes in the cluster.

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The Cisco Extended Functions NT service provides support for some Cisco CallManager features, including Cisco Call Back and Quality Report Tool (QRT).

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CM: Cisco IP Manager Assistant

The Cisco IP Manager Assistant User Guide provides instructions and examples to help you use the Cisco IP Manager Assistant (Cisco IPMA) feature.ManagersA Cisco IPMA manager is a user whose incoming calls are intercepted and redirected. Additionally, a manager is supported by at least one assistant.AssistantsA Cisco IPMA assistant is a user who handles calls on behalf of a manager.

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CM: Hardware

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CM: Cisco-Certified Servers

CallManager and ist associated services run on a Windows 2000 Server. However, because the voice applications are so critical to an enterprise´s functions, Cisco requires that CM be installed only on certified server platforms.

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CM: Cisco-Certified Servers Cont.

Cisco MCS-7825-800Cisco MCS-7835-1000Compaq DL320Compaq DL380IBM xSeries 330IBM xSeries 340

The Cisco MCS ship with an installation disk that contains all of the Windows 2000 services that are required to create a working IP telephony network. The Compaq and IBM are hardware-only.

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CM: Supported Hardware

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CM: MCS 7835-1000

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CM: MCS 7835-1000 Cont.

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CM: MCS 7825-800

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CM: MCS 7825-800 Cont.

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CM: Installation

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CM: Installation Cont.

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CM: CCM Components

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CM: Post Installation

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CM: Upgrading

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CM: Skinny Protocol

Skinny protocol is a lightweight, simple, stimulus protocol. Thesignaling path is a TCP/IP connection that the station established to CallManager on port 2000. The message set for the control of thestation encompasses three basic areas: registration and station management, call control, and media stream (audio) control. CallManager direct the etablishment of the media connection, but the station and device to which the station is connected establish media stream directly to each other.

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Calling Party Setup and Digit Analysis

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Calling Party Setup

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Called Party Setup and Ringing

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Called Party Setup and Ringing

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Answer Call and Media Transmission

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Answer Call and Media Transmission

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CM: Registration Process

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CM: Call Processing

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CM: CCM Call-Control Protocols

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CM: Sniffer Trace mit Ethereal

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CM: Sniffer Trace mit Ethereal Cont.

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CM: Configuration

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Basic Cisco IP Phone Features

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CM: CCM Failover

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CM: Partition and Calling Search Space

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CM: Partition and Calling Search Space Cont.

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CM: Partition

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CM: Partition Configuration

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CM: Calling Search Space

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CM: Calling Search Space Cont.

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CM: Konfigurationsbeispiel

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CM: Server Configuration

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CM: Cisco CallManager Group Configuration

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CM: Date/Time Group

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CM: Region Configuration Firma A

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CM: Region Configuration Firma B

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CM: Device Pool Configuration Firma A

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CM: Device Pool Configuration Firma B

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CM: Device Defaults

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CM: Partition Firma A

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CM: Partition Firma B

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CM: Calling Search Space Firma A

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CM: Calling Search Space Firma B

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CM: Translation Pattern Firma A

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CM: Translation Pattern Firma B

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CM: Configure a Phone

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CM: Phone Configuration Firma A

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CM: Phone Configuration Firma A Cont.

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CM: Phone Configuration Firma A Cont.

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CM: Phone Configuration Firma B Cont.

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CM: Phone Configuration Firma B

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CM: Phone and Directory Number

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CM: Add a user

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CM: Add a user Cont.

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CM: Device Association

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CM: Auto-Registration

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CM: Auto-Registration Cont.

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CM: Dial Plan Functions

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CM: Dial Plan Architecture

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CM: Definition

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CM: External Route Elements

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CM: Route Plan

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CM: Route Pattern

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CM: Route Pattern cont.

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CM: Route Pattern Configuration

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CM: Route Pattern Configuaration Firma A

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CM: Route Pattern Configuration Firma B

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CM: H.323 Gateway Configuration

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CM: H.323 Gateway Configuration Cont.

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CM: Route Pattern Example

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CM: Route Pattern Configuration

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CM: Route List Configuration

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CM: Route Group

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CM: Route Group Cont.

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CM: Assign Partion and Calling Search Space

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CM: Simple Route Plan

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CM: Route Plan Example 2

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CM: Location Configuration

Use locations to implement call admission control in a centralized call processing system. Call admission control enables you to regulate voice quality by limiting the amount of bandwidth that is available for calls over links between the locations.

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CM: Automated alternte routing (AAR)

Automated alternate routing (AAR) provides a mechanism to reroute calls through the PSTN or other network by using an alternate number when Cisco CallManager blocks a call due to insufficient location bandwidth. With automated alternate routing, the caller does not need to hang up and redial the called party. The AAR group represents the dialing area where the line/directory number (DN), the Cisco voice mail port, and the gateway are located. For each AARgroup, you enter the prefix digits that are used for automated alternate routing within the AAR group, as well as the prefix digits used for automated alternate routing between a given AAR group and other AAR groups. Devices, such as gateways, phones (by means ofdirectory numbers), and trunks,associate with AAR groups. If automated alternate routing of calls takes place, you may also associate devices with an AAR calling search space.

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CM: Survivable Remote Site Telephony (SRST)

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CM: SRST Cont.

The SRST-enabled router supports:IP Phone to IP phone on router callsIP Phone to PSTN callsMultiple lines per IP phoneMultiple line appearance across IP phonesCall hold and pickup on a shared lineCall transfer of local callsCaller ID informationSupport up to 24 phones on 2600 and 3620 platformsSupport up to 48 phones on 3640 and 3660 platforms

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CM: SRST Cont.

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CM: SRST Configuration

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CM: SRST Configuration Cont.

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CM: How it works

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CM: How it works Cont.

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CM: How it works Cont.

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CM: Features

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CM: Call Park

Call Park The call park feature allows you to place a call on hold, so it can be retrieved from another phone in the system. For example, if you are on an active call at your phone, you can park the call to a call park extension such as 1234. Someone on another phone in your system can then dial 1234 to retrieve the call. You can define either a single directory number or a range of directory numbers for use as call park extension numbers. You can park only one call at each call park extension number.

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CM: Call Pickup and Group Call Pickup

Call Pickup and Group Call PickupTwo features, call pickup and group call pickup, allow you to answer a call that comes in on a directory number other than your own. When you hear an incoming call ringing on another phone, you can redirect the call to your phone by using the call pickup feature.Cisco IP Phones provide two types of call pickup:Call pickup allows users to pick up incoming calls within their own group. Cisco CallManager automatically dials the appropriate call pickup group number when a user activates this feature on a phone.Group call pickup allows users to pick up incoming calls within their own group or in other groups. Users must dial the appropriate call pickup group number when a user activates this feature on a phone.

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CM: Cisco IP Phone Services

Cisco IP Phone ServicesUsing Cisco CallManager Administration, you define and maintain the list of Cisco IP Phone Services to which users can subscribe at their site. Cisco IP Phone Services comprise XML applications that enable the display of interactive content with text and graphics on Cisco IP Phones 7960/7940. Cisco CallManager provides sample Cisco IP Phone Services applications. You can also create customized Cisco IP Phone applications for your site. After you configure the list of services, you can add services to the phones in the database. InCisco CallManager Administration, you can view and modify settings for phones and device profiles. Users can log on to the Cisco IPPhone User Options application and subscribe to these services for their Cisco IP Phones.

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CM: IP Phone Services Configuration

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CM: Meet-ME Number/Pattern

Meet-Me Number/PatternMeet-Me conferences require an allocation of directory numbers. Cisco CallManager Administration provides the Meet-Me conference directory number range to users, so they can access the feature.

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Meet-Me

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CM: Cisco Voice Mail Port

Cisco Voice Mail PortThe optional Cisco Unified Open Network Exchange (uOne) softwareand Cisco Unity software, available as part of Cisco IP Telephony Solutions, provide voice-messaging capability for users when they are unavailable to answer calls. This section describes the procedures that are required for adding and configuring, updating, and deleting Cisco voice-mail and the message waiting indication by selecting Voice Mail from the Feature menu of the Cisco CallManager window and choosing from the submenu options.

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CM: Message Waiting

Message Waiting The Message Waiting Configuration window allows you to define a message waiting on or message waiting off directory number that a directory-connected based voice-messaging system uses to etermine whether to set or clear a message waiting indication for a particular Cisco IP Phone.

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CM: Cisco Voice Mail Pilot

Cisco Voice Mail PilotThe voice mail pilot number designates the directory number that you dial to access your voice messages. Cisco CallManager automatically dials the voice-messaging number when you press the Messages button on your phone. Each pilot number can belong to a different voice-mail messaging system.

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CM: Voice Mail Profile Configuration

Voice Mail Profile ConfigurationThe Voice Mail Profile Configuration window of Cisco CallManagerAdministration allows you to define any line-related voice-mail information that is associated to a directory number, not a device.

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CM: Cisco Call Back

Cisco Call BackThe Cisco Call Back feature allows you to receive call back notification on your Cisco IP Phone when a called party line becomes available. To receive call back notification, a user presses theCallBack softkey while receiving a busy or ringback tone. You can activate call back notification on a line on a Cisco IP Phone within the same Cisco CallManager cluster as your phone. You cannot activate call back notification if the called party has forwarded all calls to another extension.

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CM: Attendant Console

Cisco CallManager Attendant ConsoleCisco CallManager Attendant Console, a client-server application, allows you to set up Cisco IP Phones as attendant consoles. Employing a graphical user interface, the attendant console usesspeed-dial buttons and quick directory access to look up phone numbers, monitor line status, and direct calls. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company, or another employee can use it to manage his own telephone calls. The attendant console installs on a PC with IP connectivity to the Cisco CallManager system. The attendant console works with a Cisco IP Phone that is registered to a Cisco CallManager system. Multiple attendant consoles can connect to a single Cisco CallManager system. The application registers with and receives call-dispatching services from the Cisco Telephony Call Dispatcher (TCD) service on the Cisco CallManager.

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CM: Troubleshooting

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CM: Troubleshooting

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CM: Troubleshooting Cont.

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CM: Phone Problem Reports Viewer

Phone Problem Reports ViewerYou can view the IP phone problem reports, that are generated bythe Quality Report Tool (QRT), by using the Phone Problem Reports Viewer. QRT serves as a voice-quality and general problem-reporting tool for Cisco CallManager IP Phones. The Cisco Extended Functions service supports the QRT featureQRT uses the Cisco Extended Functions NT service, so it shares the same architecture as Cisco Call Back. It also shares the same system requirements, redundancy, dependencies, restrictions, installation, and activation as Cisco Call Back.

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CM: Real-Time Monitoring

Understanding Real-Time MonitoringCisco CallManager Serviceability provides a web-based tool that monitors real-time behavior of the components in a Cisco CallManager cluster. The RTM tool uses HTTP and TCP to monitor device status, system performance, and device discovery. It alsoconnects directly to devices using HTTP for troubleshooting system problems.

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CM: Real-Time Monitoring Cont.

Monitor System PerformanceThe RTM tool displays performance information of all Cisco CallManager components in a cluster. The tool integrates with the Cisco CallManager administration and serviceability software. The RTM tool provides an alert notification mechanism to ease the system administrator troubleshooting tasks. The RTMtool monitors various aspects of the Cisco CallManager performance by periodically polling NT/2000 performance counter values

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CM: Real-Time Monitoring Cont.

.Performance monitoring provides the following services:Monitors performance counters from the Cisco CallManager cluster, including Cisco CallManager nodes, TFTP servers, and database servers.Presents counters hierarchically for easy navigation.Associates counter threshold settings to alert notification. An e-mail or popup message provides notification to the administrator.Permits saving and restoring settings, such as counters being monitored,threshold settings, and alert notifications, for customized troubleshooting tasks.Displays up to three counters in one chart for performance comparisons.

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CM: Traces on Server

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CM: Traces on Server Cont.

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CM: MOH and Phoneload on Server

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CM: MOH and Phoneload on Server Cont.

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CM: Check the Phone Configuration

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CM: Check the Phone Configuration Cont.

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CM: Administration the Phone

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CM: Webuser Oberfläche

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CM: Webuser Oberfläche Cont.

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CM: Links

Administration Guide 3.3(3)http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/sys_ad/3_3_3/ccmcfg/index.htm

Features and Services Guide 3.3(3)http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/sys_ad/3_3_3/ccmfeat/index.htm

System guide 3.3(3)http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/sys_ad/3_3_3/ccmsys/index.htm

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