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Cisco IP Communicator
Administration Guide
For Cisco CallManager
Version 1.1
Corporate Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel:
408 526-4000
800 553-NETS (6387)
Fax:
408 526-4100
Text Part Number: OL-4698-01

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  • Page 1

    Cisco IP Communicator Administration Guide For Cisco CallManager Version 1.1 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 Text Part Number: OL-4698-01...

  • Page 2

    CCIP, CCSP, the Cisco Arrow logo, the Cisco Powered Network mark, Cisco Unity, Follow Me Browsing, FormShare, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Aironet,...

  • Page 3: Table Of Contents

    Statement 1071—Warning Definition An Overview of Cisco IP Communicator C H A P T E R Cisco IP Communicator at a Glance Right-Click Menu Items Keyboard Shortcuts Supported Networking Protocols Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 4

    Contents Supported Audio Formats How Cisco IP Communicator Interacts with Cisco CallManager Understanding the Startup Process 1-10 Understanding QoS Modifications 1-12 Using Cisco IP Communicator in Other Languages 1-13 Preparing to Deploy Cisco IP Communicator C H A P T E R...

  • Page 5

    Customizing Deployment with Command Line Options Updating the Application Using AutoUpdate Configuring Software Version Verification Specifying a Default Software Load for All Cisco IP Communicator Devices Specifying a Non-Default Software Load for a Specific Device 3-10 Pushing Updates Using a Software Deployment Tool...

  • Page 6

    List.xml File Format Requirements PNG File Requirements for Custom Background Images Configuring a Background Image Configuring the Idle Display Viewing Operational Information C H A P T E R An Overview of Operational Information Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 7

    Contents Viewing Operational Information Locally on the Cisco IP Communicator Interface Viewing the Device Configuration Screen Locally Viewing the Status Menu Locally Viewing the Call Statistics Screen Locally Viewing Operational Information Remotely from a Web Page Accessing the Web Page for a Device...

  • Page 8

    Contents Cisco IP Communicator Administration Guide for Cisco CallManager viii OL-4698-01...

  • Page 9: Preface

    Audience Network engineers, system administrators, or telecom engineers should review this guide to learn the steps required to properly set up Cisco IP Communicator on the network. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 10: Organization

    Because of the close interaction between Cisco IP Communicator and Cisco CallManager, many of the tasks in this manual require familiarity with Cisco CallManager. Organization This manual is organized as follows:...

  • Page 11: Related Documentation

    • • Configuring Corporate and Personal Directories, page 5-5 Related Documentation For more information about Cisco IP Communicator, refer to the following publications, available on the web from this location: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/index. Cisco IP Communicator documentation Cisco IP Communicator User Guide •...

  • Page 12: Obtaining Documentation

    These sections explain how to obtain technical information from Cisco Systems. Cisco.com You can access the most current Cisco documentation on the World Wide Web at this URL: http://www.cisco.com/univercd/home/home.htm Cisco IP Communicator Administration Guide for Cisco CallManager...

  • Page 13: Documentation Cd-rom

    International Cisco websites can be accessed from this URL: http://www.cisco.com/public/countries_languages.shtml Documentation CD-ROM Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation.

  • Page 14: Documentation Feedback

    Cisco.com offers a suite of interactive, networked services that let you access Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world. Cisco.com provides a broad range of features and services to help you with these tasks: Streamline business processes and improve productivity •...

  • Page 15: Technical Assistance Center

    Technical Assistance Center The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available: the Cisco TAC website and the Cisco TAC Escalation Center. The type of support that you choose depends on the priority of the problem and the conditions stated in service contracts, when applicable.

  • Page 16: Cisco Tac Escalation Center

    If you are a Cisco.com registered user, and you cannot resolve your technical issues by using the Cisco TAC website, you can open a case online at this URL: http://www.cisco.com/tac/caseopen If you have Internet access, we recommend that you open P3 and P4 cases online so that you can fully describe the situation and attach any necessary files.

  • Page 17: Obtaining Additional Publications And Information

    Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL: http://www.ciscopress.com Packet magazine is the Cisco quarterly publication that provides the latest •...

  • Page 18: Document Conventions

    D key. < > Nonprinting characters, such as passwords are in angle brackets. Means reader take note. Notes contain helpful suggestions or references to Note material not covered in the publication. Cisco IP Communicator Administration Guide for Cisco CallManager xviii OL-4698-01...

  • Page 19: Statement 1071-warning Definition

    Gebruik het nummer van de verklaring onderaan de waarschuwing als u een vertaling van de waarschuwing die bij het apparaat wordt geleverd, wilt raadplegen. BEWAAR DEZE INSTRUCTIES Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 20

    Vorbeugung vor Unfällen vertraut. Suchen Sie mit der am Ende jeder Warnung angegebenen Anweisungsnummer nach der jeweiligen Übersetzung in den übersetzten Sicherheitshinweisen, die zusammen mit diesem Gerät ausgeliefert wurden. BEWAHREN SIE DIESE HINWEISE GUT AUF. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 21

    Utilize o número da instrução fornecido ao final de cada aviso para localizar sua tradução nos avisos de segurança traduzidos que acompanham este dispositivo. GUARDE ESTAS INSTRUÇÕES Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 22

    Använd det nummer som finns i slutet av varje varning för att hitta dess översättning i de översatta säkerhetsvarningar som medföljer denna anordning. SPARA DESSA ANVISNINGAR Cisco IP Communicator Administration Guide for Cisco CallManager xxii OL-4698-01...

  • Page 23

    Preface Document Conventions Cisco IP Communicator Administration Guide for Cisco CallManager xxiii OL-4698-01...

  • Page 24

    Preface Document Conventions Cisco IP Communicator Administration Guide for Cisco CallManager xxiv OL-4698-01...

  • Page 25

    Additionally, it means that you can administer Cisco IP Communicator as a phone device via the Cisco CallManager Administration web application. Depending on context, this Guide refers to Cisco IP Communicator as a phone, Note device, application, or interface.

  • Page 26

    An alternate skin, accessible from the right-click menu, presents the same icons and functionality in a different interface (right-click > Skins > Mercurio.xml or Default.xml). For details about how to use the Cisco IP Communicator interface, refer to the Cisco IP Communicator User Guide. Figure 1-1...

  • Page 27

    Settings button Opens/closes the Settings menu. Allows user to control phone screen appearance and ring sounds. Note that users cannot access Settings if you have disabled access from the Cisco CallManager Phone Configuration page. For more information, see the “Disabling Local Settings Access”...

  • Page 28

    Indicates an incoming call and new voice message. On the optional indicator skin (Mercurio.xml), the message waiting indicator is the Cisco IP Communicator icon in the upper left corner of the interface. Related Topics Right-Click Menu Items, page 1-5 •...

  • Page 29

    An Overview of Cisco IP Communicator Cisco IP Communicator at a Glance Right-Click Menu Items Users can right-click on any part of the Cisco IP Communicator interface to access the right-click menu. Table 1-1 describes the contents of the menu.

  • Page 30: Keyboard Shortcuts

    • Viewing Operational Information Locally on the Cisco IP Communicator • Interface, page 7-3 Keyboard Shortcuts Cisco IP Communicator supports the keyboard shortcuts shown in the table below. Keyboard shortcut Function Ctrl + D Opens/closes the Directories menu Ctrl + S...

  • Page 31

    Chapter 1 An Overview of Cisco IP Communicator Supported Networking Protocols Supported Networking Protocols Cisco IP Communicator supports several industry-standard and Cisco networking protocols required for voice communication, as described in Table 1-2. Table 1-2 Supported networking protocols for Cisco IP Communicator...

  • Page 32

    Transmission Control TCP is a Cisco IP Communicator uses TCP to connect to Protocol (TCP) connection-oriented Cisco CallManager. transport protocol in the IP family.

  • Page 33: Supported Audio Formats

    How Cisco IP Communicator Interacts with Cisco CallManager Cisco IP Communicator is a software application that enables you to communicate using voice over a data network. To provide this capability, Cisco IP Communicator depends upon Cisco CallManager, an open and industry-standard call processing system.

  • Page 34: Understanding The Startup Process

    You can register Cisco IP Communicator with Cisco CallManager system versions 3.3(3) SR 3 or later. As you would do with other Cisco IP Phones that rely on Cisco CallManager, you must configure and manage Cisco IP Communicator as a network device via the Cisco CallManager Administration web application.

  • Page 35

    If this software version differs from the one currently in use, Cisco IP Communicator contacts the TFTP server to request the new software file. To make this request, Cisco IP Communicator first tries to use HTTP. If you have not enabled HTTP access, Cisco IP Communicator will use TFTP.

  • Page 36: Understanding Qos Modifications

    Understanding QoS Modifications Voice quality can be compromised on an IP device by data traffic. Because Cisco IP Communicator is a software-based phone instead of a hardware phone, you cannot solve this problem by isolating Voice-over-IP traffic to an auxiliary VLAN.

  • Page 37: Using Cisco Ip Communicator In Other Languages

    Using Cisco IP Communicator in Other Languages Using Cisco IP Communicator in Other Languages Cisco IP Communicator is available in languages besides English. If you are using Cisco IP Communicator in a locale other than English, you should install the Cisco IP Telephony Locale Installer on every Cisco CallManager server in the cluster.

  • Page 38

    Chapter 1 An Overview of Cisco IP Communicator Using Cisco IP Communicator in Other Languages Cisco IP Communicator Administration Guide for Cisco CallManager 1-14 OL-4698-01...

  • Page 39: Chapter 2 Preparing To Deploy Cisco Ip Communicator

    • • Running the Cisco IP Communicator Administration Tool, page 2-14 Cisco CallManager documentation is available from the Help menu in the Cisco CallManager Administration web application, or on the web: http:www.cisco.com/univercd/cc/td/doc/product/voice/index.htm Cisco IP Communicator Administration Guide for Cisco CallManager...

  • Page 40: Installation Prerequisites

    If the computer on which Cisco IP Communicator is running is plugged into the Note PC port on the back of a Cisco IP Phone, Cisco IP Communicator will not be discovered by Cisco Emergency Responder (CER) software. In this case, Cisco IP Communicator’s CDP (Cisco Discovery Protocol) is blocked and cannot...

  • Page 41: Cisco Callmanager Configuration Requirements

    “Deployment and Configuration Checklist” section on page 2-5. If Cisco IP Communicator does not appear in the Phone Type drop-down list in Note Cisco CallManager Administration, go to the following URL and install the latest support patch for your version of Cisco CallManager: http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml...

  • Page 42: Platform Requirements

    Cisco IP Communicator has certain minimum requirements of the PC and operating system on which it runs. In the minimum configuration, Cisco IP Communicator consumes a substantial portion of the PC’s CPU during calls. With additional CPU and RAM, the application will be more responsive and launch faster.

  • Page 43: Hardware Requirements

    Configuring features and settings in Cisco CallManager Administration • Deploying and configuring the Cisco IP Communicator application • Some of the tasks in the table are not specific to Cisco IP Communicator, but apply to any Cisco CallManager-supported phone device. Required tasks are noted. Note...

  • Page 44

    Gather the MAC address Not necessary if you use Collecting MAC Addresses Before from the appropriate auto-registration or TAPS. Adding Devices, page 2-14 network interface on the client PC, if necessary. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 45

    IP reflector web page to resolve audio IP Configuring Corporate and • auto-detection problems). Personal Directories, page 5-5 Enabling HTTP access also improves AutoUpdate performance for remote users. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 46

    Administration Guide phone numbers in relevant Quick Search results (when integrating with a Cisco CallManager directory). Deploying and configuring the Cisco IP Communicator application Decide which of the Users must have Deploying the Application, following methods you want administrative privileges on...

  • Page 47

    4-1 application as necessary. application will function at initial startup. Related Topics Adding Devices to the Cisco CallManager Database, page 2-10 • Deploying the Application, page 3-2 • Updating the Application, page 3-7 • An Overview of Post-Installation Configuration Tasks, page 4-2 •...

  • Page 48: Adding Devices To The Cisco Callmanager Database

    Adding Devices to the Cisco CallManager Database Adding Devices to the Cisco CallManager Database Before installing the Cisco IP Communicator application, you must decide how you want to add devices to the Cisco CallManager database. Choose one of the methods described in the sections below: Adding Devices with Auto-Registration, page 2-11 •...

  • Page 49: Adding Devices With Auto-registration

    You can use this method without first gathering MAC addresses from client PCs. When auto-registration is enabled, Cisco CallManager provides a directory number as soon as you run the Cisco IP Communicator application after installation. During auto-registration, Cisco CallManager automatically assigns the next available sequential directory number to the device.

  • Page 50: Adding Devices With Cisco Callmanager Administration

    If you want to use a version of TAPS that is included with Cisco CallManager 3.3.3 to add a Cisco IP Communicator device to the database for a user who already has a hardware Cisco IP Phone, and if the Cisco IP Communicator device...

  • Page 51: Adding Devices With Bat

    Chapter 2 Preparing to Deploy Cisco IP Communicator Adding Devices to the Cisco CallManager Database To get context-sensitive help in Cisco CallManager, choose Help > For this page from the main menu bar. Related Topics Adding Devices with Auto-Registration, page 2-11 •...

  • Page 52: Collecting Mac Addresses Before Adding Devices

    When collecting a MAC address, you need to get it from the network interface of the client PC on which you want the Cisco IP Communicator application installed. If there is more than one network interface on the client PC, use the MAC address from the interface that is most likely to provide permanent connectivity, or from the interface that is always enabled—even if it is inactive.

  • Page 53

    Chapter 2 Preparing to Deploy Cisco IP Communicator Running the Cisco IP Communicator Administration Tool You can get the Administration Tool from the same Cisco IP Communicator software download web site: http://www.cisco.com/cgi-bin/tablebuild.pl/ip-comm Table 2-4 summarizes the benefits of running the Administration Tool.

  • Page 54

    Alternately, you can launch the Directory Wizard and Wizard and the Administration ReadMe file from the Cisco IP Communicator Administration Tool Tool and select the program group. ReadMe file appropriate check boxes. Cisco IP Communicator Administration Guide for Cisco CallManager 2-16 OL-4698-01...

  • Page 55

    Running the Cisco IP Communicator Administration Tool Related Topics Deployment and Configuration Checklist, page 2-5 • An Overview of Post-Installation Configuration Tasks, page 4-2 • • Configuring Features and Services, page 5-1 Cisco IP Communicator Administration Guide for Cisco CallManager 2-17 OL-4698-01...

  • Page 56

    Chapter 2 Preparing to Deploy Cisco IP Communicator Running the Cisco IP Communicator Administration Tool Cisco IP Communicator Administration Guide for Cisco CallManager 2-18 OL-4698-01...

  • Page 57: Chapter 3 Deploying And Updating Cisco Ip Communicator

    Installing Headsets and Other Audio Devices Before the user installs Cisco IP Communicator on the client PC, you or the user should install and configure any audio devices that require drivers, such as sound cards, USB handsets, or USB headsets.

  • Page 58: Deploying The Application

    Deploying the Application Users must select and tune audio devices before using those devices with Cisco IP Communicator. The ideal time to do this task is at first launch after installation. Cisco IP Communicator launches the Audio Tuning Wizard at initial startup;...

  • Page 59: Deployment Methods

    If users in your company do not have administrator rights on their computers, Note Cisco recommends that you use a software deployment tool for initial deployment. Alternately, you (the administrator) can install Cisco IP Communicator manually on each client PC.

  • Page 60: Using A Software Deployment Tool

    Updating the Application, page 3-7 Using a Software Deployment Tool You can use a software deployment tool to distribute Cisco IP Communicator to client PCs. In fact, you must use this deployment method if users do not have administrative privileges on their computers (and if you want to avoid installing the application manually on each client PC).

  • Page 61: Using The Installer On The Client Pc

    For Cisco IP Communicator, you can use command line options to specify the device name of the appropriate network interface, the TFTP server address(es), and other variables.

  • Page 62

    The option to specify device name and TFTP variables applies to new • installations only, not upgrades. If you want Cisco IP Communicator to display a dialog box that users must • manually dismiss before the installer reboots the machine, add a “+”...

  • Page 63: Updating The Application

    You can download the latest available software from the Cisco IP Communicator Software web site: http://www.cisco.com/cgi-bin/tablebuild.pl/ip-comm After you obtain updated software, you can update Cisco IP Communicator in one of the following ways, depending on whether or not users are granted administrator privileges on the client PCs: If users have administrative privileges on client PCs, you can use the •...

  • Page 64: Using Autoupdate

    Specifying a Non-Default Software Load for a Specific Device, page 3-10 • Configuring Software Version Verification AutoUpdate can inspect all of the files necessary to run Cisco IP Communicator and verify that they are complete and unmodified since the Cisco IP Communicator application was installed or last updated.

  • Page 65

    Cisco IP Communicator is started, whether or not the software version in the configuration file has changed. If this option is set to On Upgrade (the default), Cisco IP Communicator will launch quickly but will not be able to automatically heal itself if any of its files are deleted or modified by the user.

  • Page 66: Pushing Updates Using A Software Deployment Tool

    Specifying a Non-Default Software Load for a Specific Device, page 3-10 • Specifying a Non-Default Software Load for a Specific Device You can apply a non-default load to a specific Cisco IP Communicator device by specifying a software load in the Device Defaults Configuration page of Cisco CallManager Administration.

  • Page 67

    TFTP server. Using the software installer will automatically populate the software load field in the Device Defaults Configuration page. Related Topics Deployment Methods, page 3-3 • Customizing Deployment with Command Line Options, page 3-5 • Using AutoUpdate, page 3-8 • Cisco IP Communicator Administration Guide for Cisco CallManager 3-11 OL-4698-01...

  • Page 68

    Chapter 3 Deploying and Updating Cisco IP Communicator Updating the Application Cisco IP Communicator Administration Guide for Cisco CallManager 3-12 OL-4698-01...

  • Page 69: Chapter 4 Configuring The Application

    Additionally, if your company uses Cisco IP Communicator in an environment where users do not have administrative privileges, and if multiple users share a PC, you must run Cisco IP Communicator one time after installation using an administrator account on each machine and select a network interface and TFTP server, if required.

  • Page 70: An Overview Of Post-installation Configuration Tasks

    Tasks The following tables provide an overview of configuration tasks that you or the user might need to perform before Cisco IP Communicator can function properly or before users can access some features. The necessity of these tasks depends upon variables such as settings on the client PC and the user’s software VPN solution, among other factors.

  • Page 71

    (and if you have not do not have elevated Problems, page 8-3 already specified this privileges, you must do variable via a command this task using an line option during administrator account. deployment). Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 72

    User > Add a New Information for Quick User... Search, page 5-11 Quick Search • Directory Helping Users • Subscribe to Services User Options web • and Configure Features, pages page A-3 Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 73

    Related Topics Understanding Post-Installation Configuration Tasks, page 4-6 • Helping Users with Post-Installation Configuration Tasks, page 4-19 • Customizing Cisco IP Communicator, page 6-1 • Troubleshooting Cisco IP Communicator, page 8-1 • Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 74: Understanding Post-installation Configuration Tasks

    Providing Password Information, page 4-13 • Selecting and Tuning Audio Devices The first time Cisco IP Communicator runs, users are prompted to select and tune audio devices using the Audio Tuning Wizard. Users must complete this task before Cisco IP Communicator will launch.

  • Page 75

    Cisco IP Communicator User Guide. The Audio Tuning Wizard prompts users to select devices for audio modes and for the ringer during the first launch of Cisco IP Communicator. After first launch, users can select devices using either: The Audio Tuning Wizard—Start >...

  • Page 76: Specifying A Tftp Server

    Cisco IP Communicator User Guide. If you are using Cisco IP Communicator on a computer that is running Windows Note 2000, you cannot use the Audio Tuning Wizard to tune the microphone level of an audio device that is currently active.

  • Page 77: Selecting A Device Name

    Configuring the Application Understanding Post-Installation Configuration Tasks If your company uses Cisco IP Communicator in an environment where users do not have administrative privileges, and if multiple users share a PC, then this task cannot be completed by the end-user. Instead, you will need to use an administrator account to run Cisco IP Communicator one time after installation on each machine and select the network interface (if this selection is required).

  • Page 78

    Cisco IP Communicator choose the appropriate network. With a shared PC If your company uses Cisco IP Communicator in an environment where users do not have administrative privileges, and if multiple users share a PC, a user cannot select the device name. Instead, you will need to use an administrator account to run Cisco IP Communicator one time after installation on each machine and select the network interface (if this selection is required).

  • Page 79

    Helping Users with Post-Installation Configuration Tasks, page 4-19 • Resolving Audio IP Address Auto-Detection Problems If the PC on which Cisco IP Communicator is running uses an unsupported software VPN client, audio IP address auto-detection will not work. The resulting symptom is one-way audio.

  • Page 80: Providing Password Information

    Some VPN clients, such as Cisco Systems VPN Client 3.x, assign the VPN IP address at a very low level, which makes it difficult for Cisco IP Communicator to specify the correct address. To eliminate this problem, Cisco IP Communicator queries the Cisco VPN client directly.

  • Page 81: Providing Password Information

    – file (LdapDirectories.xml) and users want to use Quick Search to search a corporate directory. (You can configure LdapDirectories.xml with the Directory Wizard, which is available from the Cisco IP Communicator Administration Tool. See the “Configuring Quick Search” section on page 5-7 for details.)

  • Page 82: Recommended Or Optional Post-installation Tasks

    Advanced audio properties are entirely optional. Users might want to modify these settings to improve sound quality based on personal preferences. Advanced audio settings are accessed from the Cisco IP Communicator right-click menu (Preferences > Audio > Advanced...) and are described in Table 4-3.

  • Page 83: Specifying Low-bandwidth For Remote Use

    Remote users with low bandwidth connections might experience better audio quality using a low-bandwidth codec. To specify low-bandwidth, choose Preferences > Audio from the Cisco IP Communicator right-click menu, and check the Optimize for low bandwidth check box. Related Topics An Overview of Post-Installation Configuration Tasks, page 4-2 •...

  • Page 84: Selecting An Audio Port Range

    • Selecting an Audio Port Range You might need to select an audio port range for Cisco IP Communicator to use if the network uses a custom port range for RTP audio. For example, if a single port is opened to allow audio to pass through a firewall or if a quality of service (QoS) policy has been applied to only those routers and switches with a restricted range of RTP ports.

  • Page 85: Configuring Settings For Remote Use

    Configuring Settings for Remote Use Depending on the VPN client that is used to connect to the network, users who run Cisco IP Communicator remotely, or outside of the LAN, might need to modify certain settings from the Cisco IP Communicator interface. These settings...

  • Page 86: Helping Users With Post-installation Configuration Tasks

    An Overview of Post-Installation Configuration Tasks, page 4-2 • Resolving Audio IP Address Auto-Detection Problems, page 4-11 • Helping Users with Post-Installation Configuration Tasks, page 4-19 • Troubleshooting Cisco IP Communicator, page 8-1 • Cisco IP Communicator Administration Guide for Cisco CallManager 4-18 OL-4698-01...

  • Page 87: Understanding Local Configuration

    Helping Users with Post-Installation Configuration Tasks Understanding Local Configuration Many required and recommended post-installation tasks can be performed locally on the client PC; a few tasks require access to the Cisco CallManager Administration web interface and therefore must be performed by an administrator.

  • Page 88

    An Overview of Post-Installation Configuration Tasks, page 4-2 • Understanding Post-Installation Configuration Tasks, page 4-6 • Understanding Local Configuration, page 4-19 • • Providing Information to Users Via a Website, page A-1 Cisco IP Communicator Administration Guide for Cisco CallManager 4-20 OL-4698-01...

  • Page 89: Configuring Features And Services

    C H A P T E R Configuring Features and Services After you add a Cisco IP Communicator device to Cisco CallManager, you can use the Cisco CallManager Administration web application to configure telephony features, modify phone templates, assign users, and set up services for Cisco IP Communicator.

  • Page 90: Telephony Features Available For Cisco Ip Communicator

    Administration web application. The Configuration Reference column lists Cisco CallManager documentation that contains configuration procedures and related information. If Cisco IP Communicator does not appear in the Phone Type drop-down list Note • in Cisco CallManager Administration, go to the following URL and install the latest support patch for your version of Cisco CallManager: http://www.cisco.com/kobayashi/sw-center/sw-voice.shtml...

  • Page 91: C H A P T E R 5 Configuring Features And Services

    Group call Allows users to pick up Refer to Cisco CallManager Administration • pickup incoming calls within their own Guide group or in other groups. Refer to Cisco CallManager System Guide • Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 92

    Related Topics Configuring Corporate and Personal Directories, page 5-5 • Modifying Phone Button Templates, page 5-15 • Setting Up Services, page 5-16 • • Adding Users to Cisco CallManager, page 5-17 Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 93: Configuring Corporate And Personal Directories

    Configuring Features and Services Configuring Corporate and Personal Directories Configuring Corporate and Personal Directories This section contains these topics: Searching Directories with Cisco IP Communicator, page 5-5 • Integrating Cisco CallManager with a Directory Server, page 5-6 • Configuring Quick Search, page 5-7 •...

  • Page 94: Integrating Cisco Callmanager With A Directory Server

    Integrating Cisco CallManager with a Directory Server To allow searches against corporate directories via the Directories button on the Cisco IP Communicator interface, integrate Cisco CallManager with a directory server (if necessary). You might have already completed this task to support other phone devices in your network.

  • Page 95: Configuring Quick Search

    • Applying Dialing Rules to Quick Search Dialing, page 5-12 • Users must restart Cisco IP Communicator before accessing the Quick Search feature. Understanding How Quick Search Works If you want to set up Quick Search to access a personal or corporate directory that exists on the Cisco CallManager server, use the Directory Wizard.

  • Page 96

    Configuring Features and Services Configuring Corporate and Personal Directories Cisco IP Communicator downloads this file at startup and saves the list of specified LDAP directories. When a user invokes the Quick Search feature, Cisco IP Communicator searches the specified LDAP directories, stopping at the first directory where one or more matches are found.

  • Page 97

    Configuring Features and Services Configuring Corporate and Personal Directories Before You Begin First, you must run the Cisco IP Communicator Administration Tool, which installs the Directory Wizard. It is recommended that you run this Tool on the Cisco CallManager publisher. (See the “Running the Cisco IP Communicator...

  • Page 98

    You want use Quick Search to access a personal or corporate directory that is • external to the Cisco CallManager server. Before You Begin If you have not done so already, run the Cisco IP Communicator Administration Tool. This tool installs the LDAP directories ReadMe file (LdapDirectories.README.TXT). Procedure Open the ReadMe file (LdapDirectories.README.TXT) from the...

  • Page 99

    Do not specify a user ID or password—If you choose this approach, tell users • to specify a user ID and password from the Cisco IP Communicator interface (right-click menu > Preferences > Directories). If user authentication credentials are not specified either in the Quick Search configuration file or the Directories tab, the feature will not function properly.

  • Page 100

    If you are using application dialing rules (instead of a route pattern), you need to set up a configuration file that tells Cisco IP Communicator where to find the dialing rules stored in Cisco CallManager. To set up the Dialing Rules file, launch the Cisco IP Communicator Directory Wizard and follow the relevant steps.

  • Page 101: Configuring Personal Directory

    Cisco IP Phone Address Book Synchronizer allows users to synchronize Microsoft Outlook and Outlook Express address book entries with the directory in Cisco CallManager. From Cisco IP Communicator, a user can search and dial from the PAB service. Before users can subscribe to any service, including the PAB service, a Note •...

  • Page 102

    If more than one directory will be searched, the credential information must be the same for all of the them. The user’s Cisco CallManager username must appear in the User tab of the • Preferences dialog box (right-click > Preferences > User). This field determines where the personal directory is located within the Cisco CallManager directory.

  • Page 103: Modifying Phone Button Templates

    Cisco CallManager Administration Guide and Cisco CallManager System Guide for more information. The default Cisco IP Communicator template uses buttons 1 and 2 for lines and assigns buttons 3 through 8 as speed dial. Access other telephony features, such as call park, call forward, redial, hold, resume, voice messaging system, conferencing, and so on using softkeys in the Cisco IP Communicator interface.

  • Page 104: Setting Up Services

    • Setting Up Services Users can click the Services button on Cisco IP Communicator to access XML applications that enable the display of interactive content with text and graphics on the Cisco IP Communicator phone screen. Examples of services include local movie times, stock quotes, and weather reports.

  • Page 105: Adding Users To Cisco Callmanager

    • Set up speed dial and call forwarding numbers • Subscribe to services that are accessible from a Cisco IP Communicator • You can add users to Cisco CallManager using either of these methods: To add users individually, choose User >Add a New User from the •...

  • Page 106: Disabling Local Settings Access

    PC (such as Alternate TFTP server). In this case, you should disable access at the time that you provision the Cisco IP Communicator device record rather than after the user launches the application. Otherwise, if a user modifies these settings, you will be locked out of performing any changes remotely and will need to override local settings from the client desktop.

  • Page 107

    Configuring Features and Services Disabling Local Settings Access Related Topics An Overview of Post-Installation Configuration Tasks, page 4-2 • Telephony Features Available for Cisco IP Communicator, page 5-2 • • Configuring Corporate and Personal Directories, page 5-5 Configuring Softkey Templates, page 5-15 •...

  • Page 108: Disabling Local Settings Access

    Chapter 5 Configuring Features and Services Disabling Local Settings Access Cisco IP Communicator Administration Guide for Cisco CallManager 5-20 OL-4698-01...

  • Page 109: Chapter 6 Customizing Cisco Ip Communicator

    Customizing Cisco IP Communicator This chapter explains how to customize phone ring sounds, background images, and the idle display at your site. Ring sounds play when Cisco IP Communicator receives a call. Background images appear on the phone screen. The idle display appears on the phone screen when the Cisco IP Communicator has not been used for a designated period.

  • Page 110: Ringlist.xml File Format Requirements

    Ring Type menu of Cisco IP Communicator for that ring. The C:\ Program Files\Cisco\TFTPPath directory of the Cisco TFTP server for each Cisco CallManager contains this file. The CiscoIPPhoneRingList XML object uses the following simple tag set to describe the information: <CiscoIPPhoneRingList>...

  • Page 111: Pcm File Requirements For Custom Ring Types

    Ring starts and ends at the zero crossing. • To create PCM files for custom phone rings, you can use any standard audio • editing packages that support these file format requirements. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 112: Configuring A Custom Phone Ring

    “PCM File Requirements for Custom Ring Types” section on page 6-3. Place the new PCM files that you created in the C:\Program Files\Cisco\ Step 2 TFTPPath directory on the Cisco TFTP server for each Cisco CallManager in your cluster.

  • Page 113: Creating Custom Background Images

    Creating Custom Background Images You can provided users with a choice of background images for their Cisco IP Communicator phone screens. Users can select the background image that appears on the phone screen by choosing Settings > User Preferences >...

  • Page 114: Png File Requirements For Custom Background Images

    </CiscoIPPhoneImageList> Cisco IP Communicator software includes a default background image. This image is not defined in the List.xml file. Cisco IP Communicator displays the default image if you do not create custom images or if there is an error retrieving a custom image.

  • Page 115

    Color palette—Includes up to 12-bit color (4096 colors). You can use more • than 12-bit color, but Cisco IP Communicator will reduce the color palette to12-bit before displaying the image. For best results, reduce the color palette of an image to 12-bit when you create a PNG file.

  • Page 116: Configuring A Background Image

    Cisco CallManager in the cluster: C:\Program Files\Cisco\TFTPPath\Desktops\320x212x12 Cisco recommends that you also store backup copies of custom image files in another location. You can use these backup copies if the files in the customized files are overwritten when you upgrade Cisco CallManager.

  • Page 117: Configuring The Idle Display

    You can specify an idle display that appears on the phone screen. The idle display is an XML service that Cisco IP Communicator invokes when it has been idle (not in use) for a designated period and no feature menu is open.

  • Page 118

    Chapter 6 Customizing Cisco IP Communicator Configuring the Idle Display Related Topics. Creating Custom Phone Rings, page 6-1. • Creating Custom Background Images, page 6-5 • Cisco IP Communicator Administration Guide for Cisco CallManager 6-10 OL-4698-01...

  • Page 119: An Overview Of Operational Information

    You can access this information locally (on the Cisco IP Communicator interface) and/or remotely (from a web site). The last column in the table points to sections in this guide where you can find more detailed instructions.

  • Page 120: C H A P T E R 7 Viewing Operational Information

    Remotely, page 7-15 • Streaming Statistics > Stream 1, Stream 2, or Stream 3 Alarm Messages From the device web page: Device Viewing Device Logs Remotely, Logs > Debug Display page 7-13 Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 121: Viewing Operational Information Locally On The Cisco Ip Communicator Interface

    Chapter 7 Viewing Operational Information Viewing Operational Information Locally on the Cisco IP Communicator Interface Viewing Operational Information Locally on the Cisco IP Communicator Interface The following topics describes the operational information you can view locally on the Cisco IP Communicator interface: Viewing the Device Configuration Screen Locally, page 7-3 •...

  • Page 122

    Cisco CallManager servers become unreachable. The SRST Cisco CallManager always appears last in the list of servers, even if it is active. You configure the SRST router address in the Device Pool section in Cisco CallManager.

  • Page 123: Viewing The Status Menu Locally

    Chapter 7 Viewing Operational Information Viewing Operational Information Locally on the Cisco IP Communicator Interface Table 7-2 Device Configuration items displayed on Cisco IP Communicator (continued) Option Description User Locale User locale associated with the application user. The user locale identifies a set of detailed information to support users, including language, font, date and time formatting, and alphanumeric keyboard text information.

  • Page 124

    Chapter 7 Viewing Operational Information Viewing Operational Information Locally on the Cisco IP Communicator Interface Table 7-3 Status messages displayed on Cisco IP Communicator Message Description Possible Explanation and Action CFG file not The name-based and The configuration file for a application is created when...

  • Page 125

    Chapter 7 Viewing Operational Information Viewing Operational Information Locally on the Cisco IP Communicator Interface Table 7-3 Status messages displayed on Cisco IP Communicator (continued) Message Description Possible Explanation and Action DNS timeout DNS server did not Network is busy—The errors should resolve •...

  • Page 126: Viewing The Call Statistics Screen Locally

    Chapter 7 Viewing Operational Information Viewing Operational Information Locally on the Cisco IP Communicator Interface Table 7-3 Status messages displayed on Cisco IP Communicator (continued) Message Description Possible Explanation and Action TFTP file not The requested load file Check the load ID assigned to the application (from...

  • Page 127: Viewing Operational Information Remotely From A Web Page

    Missing RTP packets (lost in transit). Viewing Operational Information Remotely from a Web Page Each Cisco IP Communicator device has a web page from which you can view operational information. You can use this information to remotely monitor the device and to assist with troubleshooting.

  • Page 128: Accessing The Web Page For A Device

    Cisco IP Communicator: http://IP_address If you are doing this on the PC on which Cisco IP Communicator is installed, you can use localhost for the IP address if Cisco IP Communicator is running. Cisco IP Communicator Administration Guide for Cisco CallManager...

  • Page 129: Viewing Device Information Remotely

    Table 7-6 describes these items. You can view some of these items from the Device Configuration Menu in the Cisco IP Communicator interface. For more information, see the “Viewing the Device Configuration Screen Locally” section on page 7-3.

  • Page 130

    Messages URL URL of the server from which the device obtains message services. Services URL URL of the server from which the device obtains Cisco IP Phone services. Alternate TFTP Indicates whether the device is using an alternative TFTP server.

  • Page 131: Viewing Device Logs Remotely

    Status Messages area—Displays up to the 10 most recent status messages that • Cisco IP Communicator generated since it was last powered up. These are the same status messages that you can see on the interface by choosing Settings > Status > Status Message.

  • Page 132

    (greater than 2 MB) Firmware image that the device tried to obtain has and incorrect name A PC on which Cisco IP Communicator is installed has run out of disc space Configuration file that the device requested does not exist on...

  • Page 133: Viewing Streaming Statistics Remotely

    Viewing Operational Information Remotely from a Web Page Viewing Streaming Statistics Remotely A Cisco IP Communicator device can stream information to and from up to three devices simultaneously. Cisco IP Communicator streams information when it is on a a call or running a service that sends or receives audio or data.

  • Page 134

    Total number of packets received by the device Rcvr Octets Total number of octets received by the device Rcvr Start Time Internal time stamp indicating when Cisco CallManager requested that the device start receiving packets Cisco IP Communicator Administration Guide for Cisco CallManager 7-16...

  • Page 135: Chapter 8 Troubleshooting Cisco Ip Communicator

    Using the 79xx Status Information For Troubleshooting—This technical note • is geared toward hardware Cisco IP Phones, but contains information that you might find useful for Cisco IP Communicator. It is available to registered Cisco.com users at this URL: http://www.cisco.com/warp/customer/788/AVVID/telecaster_trouble.html...

  • Page 136: Resolving Installation Problems

    Note that the Application Data folder is hidden. Related Topics Resolving Startup Problems, page 8-3 • General Troubleshooting Tips, page 8-5 • Using the Quality Report Tool, page 8-10 • • Using the Error Reporting Tool, page 8-11 Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 137: Resolving Startup Problems

    “Adding Devices to the Cisco CallManager Database” section on page 2-10. If the device is in the Cisco CallManager database, and all of the above • criteria have been met, the device could still experience startup problems if the device’s configuration file is damaged. In this case, delete the device from...

  • Page 138: Resolving Startup Problems

    Remote users should be sure to establish network connectivity before launching Cisco IP Communicator. Cisco IP Communicator fails to There is no device record for this Cisco IP Communicator device in register and shows the error Cisco CallManager, or auto-registration is disabled. Ensure that “Error DBConfig”...

  • Page 139: General Troubleshooting Tips

    Cisco IP Communicator. Additional troubleshooting information is presented in the Cisco IP Communicator User Guide. Access the User Guide by right-clicking on the Cisco IP Communicator interface or by choosing the Cisco IP Communicator link online: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/english/...

  • Page 140: General Troubleshooting Tips

    If the user is using a docking station, and the audio device is plugged into it, audio, not even a dial make sure that the computer is connected to the docking station, as well. tone Try restarting Cisco IP Communicator. Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 141

    • The Cisco IP Communicator audio settings are incorrect. See the Cisco IP Communicator User Guide for more information. If the Cisco IP Communicator party cannot hear the remote party, it may be for the following reasons: • The Cisco IP Communicator user is relying on a non-supported VPN. To...

  • Page 142

    Explanation and solution Echo If the remote party hears echo, and if the Cisco IP Communicator user is using a headset, the Cisco IP Communicator user should decrease the microphone level as much as possible from the Audio Tuning Wizard and make sure that Microphone Boost is disabled.

  • Page 143

    General Cisco IP Communicator troubleshooting (continued) Symptom Explanation and solution Remote party hears The volume slider in the Cisco IP Communicator interface might be set too distorted/robotic high. This can cause various kinds of problems, including robotic transmitted audio or background...

  • Page 144: Using The Quality Report Tool

    Cisco IP Communicator and other Cisco IP Phone devices. QRT is installed as part of the Cisco CallManager installation. You can configure Cisco IP Communicator to use with QRT so users can report problems with phone calls. Users can report issues by using the QRT softkey. The QRT softkey is available only when Cisco IP Communicator is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states.

  • Page 145: Using The Error Reporting Tool

    Additionally, advise users to check the “Enable Logging” check box in the User tab of the Preferences dialog after installing Cisco IP Communicator (User > Troubleshooting > Enable logging). Enabling logging produces a report with the highest and most useful level of detail.

  • Page 146

    Chapter 8 Troubleshooting Cisco IP Communicator Using the Error Reporting Tool Cisco IP Communicator Administration Guide for Cisco CallManager 8-12 OL-4698-01...

  • Page 147: Appendix

    Website If you are a system administrator, you are likely the primary source of information for Cisco IP Communicator users in your network or company. It is important to provide current and thorough information to end users. Cisco recommends that you create a web page on your internal support site that provides end users with important information about Cisco IP Communicator.

  • Page 148: Helping Users Obtain Support For Cisco Ip Communicator

    Configuration Tasks” section on page 4-19. Additionally, encourage users to do the following: Click the ? button on the Cisco IP Communicator interface to activate the • online help system. Help topics appear on the phone screen and provide detailed directions.

  • Page 149: Helping Users Subscribe To Services And Configure Features

    Preferences > Directories. This information might be different for each tab. (For more information on configuring authentication information to give to users, see the “Adding Users to Cisco CallManager” section on page 5-17 and the “Providing Password Information” section on page 4-13.)

  • Page 150: Helping Users Access A Voice Messaging System

    How the phone indicates that voice messages are waiting. • (Make sure that you have used Cisco CallManager Administration to set up a message waiting indicator method.) Related Topics Helping Users with Post-Installation Configuration Tasks, page 4-19 •...

  • Page 151: Helping Users Provide Troubleshooting Information

    Helping Users Subscribe to Services and Configure Features, page A-3 • Helping Users Provide Troubleshooting Information To enable logging, users right-click on the Cisco IP Communicator interface, choose Preferences > User > Troubleshooting, then check the enable logging check box.

  • Page 152

    Appendix A Providing Information to Users Via a Website Helping Users Provide Troubleshooting Information Cisco IP Communicator Administration Guide for Cisco CallManager OL-4698-01...

  • Page 153: I N D E X

    4-13 selecting for audio modes auto answer tuning auto line select audio formats, supported auto-registration audio IP address using 2-11 and administration tool 4-11 with TAPS 2-11 Cisco IP Communicator Administration Guide for Cisco CallManager IN-1 OL-4698-01...

  • Page 154

    Cisco call waiting CallManager 2-10 registering 2-10 use of troubleshooting with Cisco IP Communicator and CER client PC checklist deploying on for configuring after installation requirements of Cisco IP Communicator Administration Guide for Cisco CallManager IN-2 OL-4698-01...

  • Page 155

    PC vs. remotely 4-19 preparation checklist personal address book service (users) privileges for personal directories (administrators) 5-13 to a shared location phone button templates 5-15 with a software deployment tool Cisco IP Communicator Administration Guide for Cisco CallManager IN-3 OL-4698-01...

  • Page 156

    Enable logging setting 8-11 integrating with Cisco CallManager error reporting tool, using 8-11 directories button ethernet interface, and device name 4-10 configuring executable installer, using identifying extensible markup language (XML) Cisco IP Communicator Administration Guide for Cisco CallManager IN-4 OL-4698-01...

  • Page 157

    IP address detection 4-11 preparation checklist group call pickup prerequisites resolving problems with with installer packages internet protocol (IP) hardware requirements IP, use of headset button, identifying help button identifying Cisco IP Communicator Administration Guide for Cisco CallManager IN-5 OL-4698-01...

  • Page 158

    4-10 and laptops 4-10 MAC address and MAC address and device name ethernet 4-10 and network interface removing or disabling 4-10, 8-4 requirements for collecting before adding devices 2-14 Cisco IP Communicator Administration Guide for Cisco CallManager IN-6 OL-4698-01...

  • Page 159

    5-13, A-4 with external directories 5-10 how end-users configure 5-14 with the personal address book service 5-13 using Quick Search with 5-13 using synchronizer with 5-13 personal directories 5-13 Cisco IP Communicator Administration Guide for Cisco CallManager IN-7 OL-4698-01...

  • Page 160

    RingList.xml file format specifying for a specific device 3-10 route patterns, with Quick Search version verification of 5-12 sound card use of requirements for with audio port range speaker button, identifying 4-16 Cisco IP Communicator Administration Guide for Cisco CallManager IN-8 OL-4698-01...

  • Page 161

    (TFTP) TAPS troubleshooting information and external phone mask 2-12 tuning audio devices with auto-registration 2-11 transmission control protocol (TCP) telephony features auto answer UDP, use of Cisco IP Communicator Administration Guide for Cisco CallManager IN-9 OL-4698-01...

  • Page 162

    Quick Search video card, requirements for viewing operational information voice message indicator, identifying voice messaging system 5-4, A-4 volume button, identifying for audio devices volume limit setting 4-14 VPN clients Cisco IP Communicator Administration Guide for Cisco CallManager IN-10 OL-4698-01...

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