About the Contributing Author
by Delon Whetten, Anne Smith, Chris Pearce, John Alexander
Cisco CallManager Fundamentals, Second Edition
- Copyright
- About the Authors
- About the Contributing Author
- About the Technical Reviewers
- Acknowledgments
- Command Syntax Conventions
- Icons Used in This Book
- Foreword
- Introduction
- 1. Cisco CallManager Architecture
- Circuit-Switched Systems
- Call Establishment in a Circuit-Switched Telephone System
- Cisco IP Communications Networks
- CallManager History
- Cisco-Certified Servers for Running Cisco IP Communications
- Windows 2000 and Tomcat Services on Cisco IP Communications Servers
- Client Devices That CallManager Supports
- Call Establishment in a Cisco IP Communications Network
- Cisco IP Communications Clustering
- Enterprise Deployment of CallManager Clusters
- Regions
- Summary
- Circuit-Switched Systems
- 2. Call Routing
- The Three Responsibilities of Call Routing
- The Seven Fundamentals of Call Routing
- Route Patterns and Route Filters
- Wildcards
- Dialing Behavior
- Dialing Behavior Refinements
- Other Wildcards (@ and .)
- Route Filters
- Tags
- Operators
- Route Filter Operation
- Useful Route Filters for the North American Numbering Plan
- Block Calls Where the User Has Selected a Long Distance Carrier
- Block International Calls
- Route Just Local Numbers
- Metro Dialing
- Route Toll-Free Numbers
- Eliminate Interdigit Timing Between 7-Digit and 10-Digit Patterns
- Block 900 Numbers
- Dialing Transformations
- When CallManager Can Apply Dialing Transformations
- About Device Types That CallManager Supports
- About Masks
- About Name and Line Presentation
- Dialing Transformation-Related Service Parameters
- Transformations on the Originating Device
- Transformations in Translation Patterns, Route Patterns, and Route Lists
- Transformations on the Terminating Device
- Translation Patterns
- Call Hunting Constructs
- Calling Search Spaces and Partitions
- Calling Search Space and Partitions Analogy
- Calling Search Space and Partition Operation
- Calling Search Space and Partitions Example
- Calling Search Spaces on Line and on Station
- Call Forwarding Calling Search Spaces
- Calling Search Spaces Interaction with Unified Messaging Systems
- About Cisco Messaging Interface (CMI)
- About Non-SMDI-Based Unified Messaging Systems
- Delivering the Correct Mailbox Number to Unified Messaging
- Message Waiting Indicator
- Time-of-Day Routing
- QSIG Calling Search Spaces
- Case Studies
- Routing by Class of Calling User
- Routing by Geographic Location (or What the External Route Plan Wizard Builds)
- Geographical Routing Problem Description
- Outbound dialing
- Route Group and Route List Creation
- Route Filter Creation and Route Pattern Assignment
- Applying Calling and Called Party Transformations
- Calling Search Space Creation, Calling Search Space Assignment, and Phone Configuration
- Inbound Dialing
- Define Translation Patterns
- Define and Assign Inbound Calling Search Spaces
- Geographical Routing Summary
- Miscellaneous Solutions
- International Numbering Plans
- Troubleshooting
- Cisco CallManager Dialed Number Analyzer
- CallManager Applies Outside Dial Tone Too Late
- CallManager Applies Outside Dial Tone Too Early
- Seven-Digit Calls to the North American PSTN Wait 10 Seconds Before Routing
- Phone A Can Call Phone B, but Not Vice Versa
- Route Pattern 9 XXX XXXX and Route Pattern 9.@ Are Defined, but CallManager Never Selects Route Pattern 9 XXX XXXX
- Digit Discarding Instructions on a Route Pattern Are Defined, but the Digit Discarding Instructions Are Not Taking Effect
- CPU Usage on a CallManager Server Rises to 100 Percent, Memory Usage Escalates, and Ultimately CallManager Restarts
- Summary
- 3. Station Devices
- Definition of Station Devices
- Overview of Station Device Features Supported by CallManager
- User/Station Distinction
- Line Appearance Model
- Shared Line Examples
- Station Features
- Distinctive Ring per Line
- Change Ring Settings
- Block Calling ID on a Per-Call Basis
- Malicious Call Identification
- Barge/cBarge/Privacy
- Join
- Direct Transfer
- iDivert
- Service URLs/Speed Dials
- Abbreviated Dialing (AbbrDial)
- Dropping Conference Participants
- Configurable Display of Forwarded Call Information
- Configurable Text Label per Line
- Alerting Name
- Auto Answer
- Media Termination at Route Points
- Overview of Station Devices Supported by CallManager
- SCCP Station Devices
- Cisco VT Advantage
- Computer Telephony Interface (CTI) Devices
- H.323 Endpoint Devices
- Summary
- 4. Trunk Devices
- 5. Media Processing
- Media Processing Overview
- Definition of Common Terms and Concepts Used in Voice over IP
- Media Processing Resource Types
- Understanding Media Processing Resources
- Software-Based Media Processing Resources
- Hardware-Based Media Processing Resources
- Controlling the Allocation and Usage of Media Resources
- Architecture and Functionality of the Media Control Layer
- Conferencing and Transcoding DSP Resources
- Conference Resource Basic Architecture
- Supplementary Services Layer
- Protocol Layer
- Built-in Bridge Support for Barge Feature
- Conference Resource Allocation and Control
- Device Registration and Initialization
- Conferencing Limitations and Configuration Notes
- Unicast Conference Bridge Application (Software)
- Ad Hoc Conferencing
- Meet-Me Conferencing
- Meet-Me Feature Operation
- Conference Configuration
- What Happens When Conference Resources Are Not Available
- Out of Resources When Creating a Conference
- Out of Resources When Extending an Ad Hoc Conference
- Out of Resources When Extending a Meet-Me Conference
- Maximum Number of Participants in an Ad Hoc Conference Exceeded
- Maximum Number of Participants in a Meet-Me Conference Exceeded
- Maximum Number of Conference Bridges Supported
- Unicast Conference Performance Statistics
- MTP and Transcoding Resource Basic Architecture
- Why to Use an MTP
- When an MTP Is Inserted
- Why to Use a Transcoder
- Determining Which Device Needs the Transcoder
- What Happens When Transcoders or MTPs Are Not Available When Needed
- Rules for Inserting Transcoders and MTPs When They Are Available
- Device Control and Operation
- Device Registration and Initialization
- MTP and Transcoder Configuration
- MTP and Transcoder Performance Statistics
- Music on Hold (MOH)
- Video Call Processing Architecture
- Annunciator/Tone Plant Processing Architecture
- Call Preservation During System Failures
- General Overview of Call Preservation
- Failure and Recovery Objectives
- Handling System and Device Failures
- Recovering Devices After a Failure
- Devices and Applications That Support Call Preservation
- Devices and Applications That Do Not Support Call Preservation
- Call Preservation Algorithms
- Failover Algorithms
- Fallback Algorithms
- Call Attempts During Failover and Fallback
- Cisco IP Phone Unregistration Sequence Requirements
- Active Connection Management in Device Modules on Device Registration
- Media Streaming Failure Disconnect Supervision Handling
- Meet-Me Feature Operation
- Summary
- Media Processing Overview
- 6. Manageability and Monitoring
- Manageability Tools
- Bulk Administration Tool (BAT)
- CDR Analysis and Reporting (CAR)
- Reasons to Use CAR
- CAR Features
- Loading CDR Data
- Automatic Report Generation
- Reports
- Individual/Department Bill Reports
- Cisco IP Phone Services Reports
- Top N Calls Reports
- Traffic Summary Reports
- Gateway Reports
- Route Plan Reports
- Conference Bridge Reports
- Voice Messaging Reports
- QoS Reports
- System Overview Reports
- FAC/CMC Reports
- Malicious Call Detail Reports
- Precedence Call Summary Reports
- CDR Search
- CAR Database Maintenance
- Alerts
- Learn More About CAR
- Monitoring Tools
- Cisco CallManager Serviceability
- Real-Time Monitoring Tool (RTMT)
- Microsoft Performance
- Trace Collection Tool
- Event Viewer
- Terminal Services Client
- Virtual Computer Networking (VNC) Viewer
- CiscoWorks IP Telephony Environment Monitor
- SNMP MIBs
- Cisco Discovery Protocol (CDP)
- Voice Log Translator (VLT)
- Summary
- Manageability Tools
- 7. Call Detail Records
- Overview of CDR Data
- Creation and Usage of CDR Data
- Storage and Maintenance of CDR Data
- Understanding Field Data in CDRs
- Understanding Field Data in CMRs
- Identifying CDR Data Generated for Each Call Type
- Calls Between Two Endpoints
- Abandoned Calls
- Short Calls
- IP Phone Failures During a Call
- Forwarded or Redirected Calls
- Precedence Calls (MLPP)
- Malicious Calls
- Video Calls
- Immediate Divert (to Voice Mail)
- Transferred Calls and Examples
- Transferred Call Example 1: A Calls B, A Transfers B to C
- Transferred Call Example 2: A Calls B, B Transfers A to C
- Transferred Call Example 3: A Calls B, A Transfers B to C on a Blind Transfer
- Transferred Call Example 4: A Calls B, B Transfers A to C on a Blind Transfer
- Transferred Call Example 5: A Calls B, B Transfers A to C on a Blind Transfer, and C Is Forwarded to D
- Parked Call Example: A Calls B, A Parks B, and C Picks Up B
- Conference Calls and Examples
- Held Calls Example
- Calls with Busy or Bad Destinations
- Accessing CDR Data in the Central CDR Database
- Hints on Processing CDR Data
- Troubleshooting CDR Data Generation and Storage
- Summary
- A. Feature List
- Cisco CallManager Feature List
- Abbreviated Dialing (AbbrDial)
- Annunciator
- Answer/Release
- Application Programming Interfaces (API)
- Audible Indicator of Ringing Phone
- Authentication/Encryption
- CallManager Administration Web Page Authentication
- Cisco CallManager User Options Web Page Authentication
- CallManager Web Page Encryption (HTTPS)
- LDAP over SSL (LDAPS) Support
- Extension Mobility Username/PIN Authentication
- SQL Database Access Authentication
- TFTP Directory Access Restrictions
- Phone File Authentication
- Device Authentication
- Signaling Encryption
- Media Encryption
- Auto Answer/Intercom
- Automated Alternate Routing (AAR)
- Automated Change Notification/Database Replication
- Automated Installation and Recovery
- Automated Systemwide Software and Feature Upgrades
- Automatic Attenuation/Gain Adjustment
- Automatic Bandwidth Selection
- Automatic Number Identification (ANI)
- Auto-Registration
- Backup and Restore System (BARS)
- Barge/Conference Barge (cBarge)
- Broadcast Paging Support (with Third-Party Integration)
- Bulk Administration Tool (BAT)
- Call Admission Control (CAC)
- Call Back
- Call Connection
- Call Coverage
- Call Detail Records (CDR) and Call Management Records (CMR)
- Call Forwarding
- Call Forwarding Support for Third-Party Applications
- Call Park
- Configuring Call Park
- Call Pickup/Group Call Pickup (PickUp/GPickUp)
- Call Preservation for Active Calls During CallManager Server Outage
- Call Status per Line
- Call Waiting/Retrieve
- Calling Line Identification (CLID or Caller ID)
- Calling Line ID Restriction (CLIR) on a Per-Call Basis
- Calling Party Name Identification (CNID)
- Calling Party Display Restriction
- CAPF Report Generation
- CDR Analysis and Reporting (CAR) Tool (formerly Administrative Reporting Tool)
- Centralized System Administration, Monitoring, and Reporting
- Cisco ATA-186 2-Port Analog Gateway Support
- Cisco Bulk Trace Analysis
- Cisco CallManager Administration Enhancements for Large System Administration
- Cisco CallManager Attendant Console (Formerly Cisco WebAttendant)
- Cisco CallManager Serviceability
- Cisco CallManager Trace Collection Tool
- Cisco CallManager User Options Web Page
- Cisco Conference Connection (CCC) Support
- Cisco CTL Client
- Cisco Discovery Protocol (CDP) Support
- Cisco Emergency Responder (CER) Support
- Cisco IP Manager-Assistant
- Cisco IP Phone 7902, 7905, 7912, Expansion Module 7914, Wireless 7920, Conference Station 7936 and 7935, 7940, 7941, 7960, 7961, 7970, and 7971 Support
- Cisco IP Phone Services
- Cisco IP Software-Based Phone Support (IP SoftPhone and IP Communicator)
- Cisco Personal Address Book
- Cisco VG248 48-Port Analog Gateway Support
- CISCO-CCM-MIB Updates
- Click to Dial/Click to Call
- Client Matter Codes
- Codec Support (Audio and Video)
- Closest Match Routing
- Clustering
- Computer Telephony Integration (CTI) Support
- Conference/Confrn
- Context-Sensitive Help
- Contrast/LCD Contrast
- CTI Redundancy with CTIManager
- Date/Time Zone Display Format Configurable per Phone
- Dependency Records
- Device Type-Based Information and Resets
- Device Downloadable Feature Upgrade
- Device Pool
- Device Search in CallManager Administration
- Device Wizard
- DHCP IP Assignment for Phones and Gateways
- Dial Plan Partitions and Calling Search Spaces
- Dialed Number Analyzer (DNA)
- Dialed Number Translation Table (Inbound and Outbound Translation)
- Dialed Number Identification Service (DNIS) and RDNIS
- Digit Analysis (Calling Party Number and Called Party Number)
- Digital Signal Processor (DSP) Resource Management
- Direct Inward Dial
- Direct Outward Dial
- Direct Transfer (DirTrfr)
- Directories Button on Cisco IP Phones
- Directory Dial from Cisco IP Phones
- Distinctive Ring: Internal Versus External
- Distinctive Ring Selection
- Distributed CallManager Server Architecture
- Distributed and Topologically Aware Resource Sharing
- Dual-Tone Multi-Frequency (DTMF) Support
- Embedded Directory for User Data
- Emergency 911 Service (E911) Support
- EndCall
- Extension Mobility
- External Route Plan Wizard
- External/Internal Trunk Designation
- Failover
- FAX/Modem over IP Support
- Forced Authorization Codes
- FXO and FXS Support
- Group Call Pickup/GPickUp
- H.323 Client, Gateway, and Gatekeeper Support
- Hold/Resume
- Hookflash/Hookflash Transfer
- HTTP Server Support
- Hunt Lists and Line Groups
- Inline Power Support on Cisco IP Phones
- Internationalization/Localization
- ISDN Basic Rate Interface (BRI) Support
- Join
- JTAPI Computer Telephony Interface (CTI)
- JTAPI Control of Analog (FXS) Gateway Ports
- LDAPv3 Directory Interface
- Least Cost Routing Support
- Lightweight Directory Access Protocol (LDAP) Support
- Line
- Manager Assistant Services
- Mappable Softkeys
- Media Gateway Control Protocol (MGCP) Support
- Media Resource Group List Support
- Meet-Me Conference/MeetMe
- Messages Button on Cisco IP Phones
- Message Waiting Indicator
- Microsoft NetMeeting
- Multilevel Administration (MLA)
- Multilevel Precedence and Preemption (MLPP)
- Multiple Calls per Line
- Multiple Line Appearances per Phone
- Music on Hold
- Mute
- NewCall
- North American Numbering Plan (NANP) and Non-NANP Support
- On-Hook and Off-Hook Dialing
- Overlap Sending/Receiving
- Paperless Phone
- Performance Monitoring and Alarms
- Privacy
- Private Line Automatic RingDown (PLAR) Support
- QSIG Support
- Quality of Service (QoS)
- Quality Reporting Tool (QRT)
- Redial/REDL
- Redirected Number Identification Service (RDNIS)
- Redundancy/Failover
- Remote Site Survivability for MGCP Gateways
- Scalability Enhancements Through H.323 Gatekeeper (Beyond Ten Sites)
- Serviceability Enhancements Through SNMP, CDP, CiscoWorks
- Service URLs on Line/Feature Buttons
- Services on Cisco IP Phones
- Settings Button on Cisco IP Phones
- Single CDR Repository per CallManager Cluster
- Single Point for System/Device Configuration
- Simple Network Management Protocol (SNMP) Support
- Speakerphone/SPKR
- Speed Dial
- Supplementary Services
- Survivable Remote Site Telephony (SRST)
- Syslog Support for Debugging Output
- System Event Reporting
- T1/E1 PRI Support
- T1/E1-CAS Support
- Telephony Application Programming Interface (TAPI) and JTAPI Support
- Time-of-Day Routing
- Time Zone Configuration
- Toll Restriction/Toll Fraud Prevention
- Tone on Hold
- Tool for Auto-Registered Phone Support (TAPS)
- Transcoding and Media Termination Point (MTP) Support
- Transfer/XFER/Transf...
- Trivial File Transfer Protocol (TFTP) Support
- Turn off Phone Display
- Unicast Conference
- Video Telephony Support
- Virus Protection Certification
- Visual Indicator of Ringing Phone
- Voice Activity Detection (VAD)/Silence Suppression Support
- Voice Mail Support
- Volume Controls
- XML Support
- Zero-Cost Automated Phone Adds and Moves
- Cisco CallManager Feature List
- B. Cisco Integrated Solutions
- Infrastructure Solutions
- Telephony Service Solutions
- AXL SOAP API
- Bulk Administration Tool (BAT)
- Cisco EGW/PGW
- CDR Analysis and Reporting (CAR)
- Cisco CallManager Express
- Cisco CallManager Serviceability
- Cisco CallManager User Options Web Page
- Forwarding All Calls
- Configuring Speed Dials/Abbreviated Dialing
- Configuring IP Phone Services
- Configuring Service URLs
- Configuring the Cisco Personal Address Book
- Changing the Message Waiting Indicator Policy
- Changing the Ring Settings
- Changing the Phone Locale
- Changing the Device Profile Locale
- Changing the Password
- Changing the PIN
- Viewing the User Guide for the Phone
- Cisco Messaging Interface (CMI)
- LDAP Support
- Real-Time Monitoring Tool (RTMT)
- Tool for Auto-Registered Phones Support (TAPS)
- Client Solutions
- Application Solutions
- Cisco TAPI Software
- Cisco JTAPI Software
- Cisco CallManager Attendant Console (formerly Cisco WebAttendant)
- Cisco Emergency Responder (CER)
- Cisco IP Contact Center (IPCC)
- Cisco IP Manager Assistant (IPMA)
- Cisco IP Phone Address Book Synchronizer
- Cisco IP Phone Services Software Development Kit (SDK)
- Cisco MeetingPlace
- Cisco MeetingPlace Express
- Cisco Personal Assistant
- Cisco Unity
- Cisco Unity Express
- Cisco WebDialer
- System Tools
- C. Protocol Details
- H.323 Signaling
- QSIG
- SIP Signaling
- SCCP Call Signaling
- Application Protocols
- JTAPI Package Support
- Core Package
- Call Center Package
- Call Center Capabilities Package
- Call Center Events Package
- Call Control Package
- Call Control Capabilities Package
- Call Control Events Package
- Capabilities Package
- Events Package
- Media Package
- Media Capabilities Package
- Media Events Package
- XML Data Types
- Menu
- IconMenu
- Text
- Image
- ImageFile
- GraphicMenu
- GraphicFileMenu
- Directory
- Input
- Softkeys
- IPPhoneStatus
- IPPhoneExecute
- IPPhoneResponse
- IPPhoneError
- Phone-Supported URIs
- Key URI
- QueryStringParam URI
- RTP Streaming Control URIs
- Init URI
- Dial URI
- EditDial URI
- Play URI
- JTAPI Package Support
- Glossary
Paul Giralt, CCIE No. 4793, is an escalation engineer at the Cisco Systems Technical Assistance Center in Research Triangle Park, North Carolina, where he has worked since 1998. He has been troubleshooting complex IP Telephony networks since the release of CallManager 3.0 as a TAC engineer, a technical leader for the Enterprise Voice team, and now as an escalation engineer supporting the complete Cisco line of IP Communications products. Paul has troubleshot problems in some of the largest Cisco IP Communications deployments and has provided training for TAC teams around the globe. He holds a B.S. in computer engineering from the University of Miami and is a coauthor of Troubleshooting Cisco IP Telephony (ISBN: 1-58705-075-7).
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