SIP and CTI Support in Cisco Hosted
Collaboration Solution 10.6(1)
• SIP and CTI Support in Cisco HCS, page 1
• General Notes About Configuration, page 1
• Configuration for Cisco Unified Communications Domain Manager 8.1(x), page 2
• Configuration for Cisco Unified Communications Domain Manager 10, page 2
• Guidelines for SIP Applications and Generic SIP Trunks, page 3
• Guidelines for SIP-Verified Phones and Third-Party SIP Phones , page 3
• Guidelines for CTI Applications, page 5
• Where to Find More Information, page 9
SIP and CTI Support in Cisco HCS
Cisco Hosted Collaboration Solution (HCS) customers want to deploy Session Initiation Protocol (SIP)
applications that work with Cisco Unified Communications Manager through SIP technology to provide
support for voicemail, auto attendant, interactive voice responses, conferences, call center support, IP multimedia
subsystem (IMS), instant messaging, presence, and third-party IP PBXs.
In addition, Cisco HCS customers want to deploy third-party SIP phones and SIP-verified phones. Finally,
Cisco HCS customers want to deploy third-party CTI applications to perform call-related functionality for
attendant console, call and contact center, call recording support, and other supported features.
This document provides general guidelines for configuring a generic SIP trunk for SIP applications, third-party
SIP phones and SIP-verified phones, and CTI applications for Cisco HCS Release 10.6(1). The configuration
tasks that are discussed in this document require you to have a strong understanding ofCisco Unified
Communications Domain Manager 8.1(x), Cisco Unified Communications Domain Manager 10.6(1), and
Cisco Unified Communications Manager provisioning.
General Notes About Configuration
The following list includes some general information configuration information about SIP and CTI applications.
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Configuration for Cisco Unified Communications Domain Manager 8.1(x)
• Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager are not
informed about the SIP application that is connecting through the SIP trunk. Neither component can
make configuration changes to the SIP application server or software. The Cisco HCS customer must
perform configuration tasks to make the SIP application work.
• Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager are not
informed about the CTI application that is connecting through the CTI route point or port. Neither
component can make configuration changes to the application server or software. The Cisco HCS
customer must perform configuration tasks to make the CTI application work.
• Cisco Unified Communications Domain Manager and Cisco Unified Communications Manager do not
establish a network connection to third-party SIP phones or SIP-verified phones for configuration updates.
The Cisco HCS customer must perform configuration tasks to make the SIP phones work.
Configuration for Cisco Unified Communications Domain
Manager 8.1(x)
Note
Cisco Unified Communications Domain Manager 8.1(x) is not notified about the configuration update
because data synchronization (propagation) does not occur when you configure the Cisco Unified
Communications Manager.
Consider the following information before you make configuration updates:
• Document any manual configuration updates so that you can easily track the changes you make.
• Use Cisco Unified Communications Domain Manager 8.1(x) when recommended to avoid data conflicts
between Cisco Unified Communications Manager and Cisco Unified Communications Domain Manager
8.1(x).
Configuration for Cisco Unified Communications Domain
Manager 10
Any configuration data about SIP applications, SIP trunks CTI applications, CTI ports, third-party SIP phones
and SIP-verified phones is synced between Cisco Unified Communications Domain Manager 10.6(1) and
Cisco Unified Communications Manager.
If any conflicts do occur, Cisco Unified Communications Domain Manager 10.6(1) uses data sync to
automatically transfer information between the two products. Any provisioning performed in the Cisco Unified
Communications Manager Administration can be synched into Cisco Unified Communications Domain
Manager 10.6(1) using the data sync. Cisco Unified Communications Domain Manager 10.6(1) data sync can
be initiated manually, or can be scheduled, to sync provisioning information between the two products.
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Guidelines for SIP Applications and Generic SIP Trunks
Guidelines for SIP Applications and Generic SIP Trunks
You can provision generic trunk connections and SIP trunks and the associated route patters, route groups
and route lists in Cisco Unified Communications Domain Manager 8.1(x) and Cisco Unified Communications
Domain Manager 10.6(1). For more information about this functionality, see the Cisco Unified Communications
Domain Manager 8.1(x) and Cisco Unified Communications Domain Manager 10.6(1) documentation.
Guidelines for SIP-Verified Phones and Third-Party SIP Phones
This section, which provides guidelines for how to set up third-party SIP phones and SIP-verified phones for
Cisco HCS support, assumes that you have a strong understanding of Cisco Unified Communications Manager,
Cisco Unified Communications Domain Manager 8.1(x) and Cisco Unified Communications Domain Manager
10.6(1). Cisco HCS supports the following types of third-party SIP phones:
• SIP-Verified Phones—After a phone model passes certification, Cisco provides a .cop file that you
install on Cisco Unified Communications Manager to support the phone model.
• Generic Third-Party SIP Phones (Basic and Advanced in Cisco Unified Communications Manager)
Note
Note
Customers must ensure that third-party SIP phones meet the Cisco Unified
Communications Manager interface specifications for basic or advanced SIP signaling.
For more information about SIP-verified phones, see the Cisco Developer Network Program at http://
developer.cisco.com/web/cdc/home.
Configure SIP-Verified Phones
To configure a SIP-verified phone for Cisco HCS deployments, perform the following tasks:
Note
This procedure can be used to configure SIP verified phones either in Cisco Unified Communications
Domain Manager 8.1(x) or Cisco Unified Communications Domain Manager 10.6(1). Perform the
appropriate steps, depending on which Cisco Unified Communications Domain Manager
you use.
1 Obtain the .cop file from Cisco and install the .cop file on each Cisco Unified Communications Manager
cluster.
Note
For Cisco Unified Communications Domain Manager 10.6(1), you can sync the phone type once the .cop
file is applied to Cisco Unified Communications Manager.
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Limitations and Restrictions for Third-Party SIP Phones
2 In Cisco Unified Communications Domain Manager 8.1(x), add the corresponding phone type to the
system, as described in Cisco Unified Communications Domain Manager Deployment Guide.
3 Configure the new phone type in Cisco Unified Communications Domain Manager.
4 Assign the SIP-verified phone to the appropriate location in Cisco Unified Communications Domain
Manager.
5 Connect the phone to Cisco Unified Communications Manager so that the phone can register.
Limitations and Restrictions for Third-Party SIP Phones
The following features are not supported with unverified third-party SIP phones. The verification report for
the SIP-verified phones indicates whether the following features are supported:
• Integrate SIP phone with centralized TFTP, which means that you cannot download phone firmware or
configuration files on the SIP phone. You must manually complete any phone or device-specific
configuration through the interface that the phone provides.
• Send MAC address during registration. For registration to Cisco Unified Communications Manager, a
matching device name is required.
• Download or control softkeys for the SIP phone from Cisco Unified Communications Manager.
• Download the dial plan file to the SIP phone.
• Failover or fallback for the SIP phones through Cisco Unified Communications Manager. Phone
configuration determines which Unified Communications Manager node the phone attempts to register
to. The Cisco Unified Communications Manager group that is included in the device pool that the device
is assigned to might not be used.
• Restart or reset SIP phone through Cisco Unified Communications Manager.
• Control SIP phone through CTI applications.
• Integrate SIP phone with Cisco Unified Personal Communicator or Cisco Unified Communications
Manager IM and Presence Service.
• Support Survivable Remote Site Telephony (SRST) with SIP phone.
Configuration for Third-Party SIP phones in Cisco Unified Communications
Domain Manager
Note
This procedure can be used to configure third-party SIP phones either in Cisco Unified Communications
Domain Manager 8.1(x) or Cisco Unified Communications Domain Manager 10.6(1). Perform the
appropriate steps, depending on which Cisco Unified Communications Domain Manager
you use.
For Cisco Unified Communications Domain Manager Release 8.x, refer to the "Set Up Phone Registration"
and "Set Up End User" sections in the "Set Up Cisco Unified Communications Domain Manager 8.x" chapter
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Guidelines for CTI Applications
of the Cisco Hosted Collaboration Solution, Release 10.6(1) Customer Onboarding Guide. Be sure to select
"Third Party SIP" as the phone type.
For Cisco Unified Communications Domain Manager Release 10.6(1), refer to the "Add Phones and Jabber
Clients" and "Add Subscribers in Cisco Unified Communcations Domain Manager" sections in the "Provisioning
UC Applications" chapter of the Cisco Hosted Collaboration Solution, Release 10.6(1) Customer Onboarding
Guide. Be sure to select "Third Party SIP" as the phone type.
Guidelines for CTI Applications
This section, which provides guidelines for configuring CTI applications for support in Cisco HCS, assumes
that you have a strong understanding of Cisco Unified Communications Manager, Cisco Unified
Communications Domain Manager 8.1(x), Cisco Unified Communications Domain Manager 10.6(1) and CTI
support in Cisco Unified Communications Manager.
This section will also help you decide whether to configure CTI application support in Cisco Unified
Communications Manager, Cisco Unified Communications Domain Manager 8.1(x) or Cisco Unified
Communications Domain Manager 10.6(1). In some cases, when you configure in Unified Communications
Manager, you can configure in Unified Communications Manager Administration or through the Unified
Communications Manager AXL interface.
Cisco Unified Communications Domain Manager 10.6(1) provides all of the configuration for CTI components
in Cisco HCS. Cisco Unified Communications Domain Manager 8.1(x) provides some of the configuration;
you must also perform some configuration in Cisco Unified Communications Manager to make it work under
Cisco Unified Communications Domain Manager 8.1(x). Some CTI applications can make Cisco Unified
Communications Manager configuration updates by using the Cisco Unified Communications Manager AXL
interface to configure necessary CTI elements in the Cisco Unified Communications Manager database.
Changes that are made in Cisco Unified Communications Manager, either through the AXL interface or GUI,
are not communicated automatically to Cisco Unified Communications Domain Manager 8.1(x).
Where to Configure Support for CTI Applications
Before you perform any configuration for CTI applications, review the following guidelines:
• Perform detailed analysis to understand the CTI elements that the application requires and take steps to
avoid overlaps between configuration in Cisco Unified Communications Manager and Cisco Unified
Communications Domain Manager. For CTI elements that require configuration in Cisco Unified
Communications Manager, make sure that you analyze your configuration to ensure that you do not
create data conflicts for user-group names, application user names, CTI Manager group names, and
CTI-enabled devices.
• In general, use Cisco Unified Communications Domain Manager whenever possible to configure the
required CTI elements for the CTI application.
The following table describes where you configure support for CTI applications:
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Where to Configure Support for CTI Applications
Table 1: Configure CTI Application Support
Configuration
Perform in Cisco Unified
Communications Domain
Manager 8.1(x) ?
Perform in Cisco Unified
Communications Domain Manager
10.6(1)?
Perform in Cisco Unified
Communications Manager?
Activate the CTI Manager
Service
No
No
Yes
Configure the application
user and user group
No
Activate and deactivate the
CTI Manager Service in
Cisco Unified Serviceability.
Configure CTI Groups in
Cisco Unified
Communications Manager
Administration.
Yes
Yes
Configure CTI Route points from
CUCDM 10.6(1) (Device
Management > CUCM >
Application User).
Create application user in
Cisco Unified
Communications Manager
Administration.
Note
You must add the
Application User under
Device Model > CUCM to
see this option.
Configure CTI-enabled
phones (devices) for CTI
monitoring and control
Yes
Yes
Cisco Unified Communications
Domain Manager supports
configuring the Allow Control
of Device from CTI parameter
for the user. The user setting is
applied to the directory number
(line) and device.
Cisco Unified Communications
Domain Manager supports configuring
the Allow Control of Device from CTI
using the Enable CTI check box. The
user setting is applied to the directory
number (line) and device.
Configure CTI ports
Yes
Yes
Configure CTI Ports in Unified CDM
under Subscriber Management >
Phones > Add.
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Configure a user group for
the application, which
includes assigning roles to
the user group and setting
CTI permissions, such as
standard CTI Allow Call
Monitoring. Associate the
application user to a variety
of user groups.
No
No
SIP and CTI Support in Cisco Hosted Collaboration Solution 10.6(1)
Configure CTI Support in Cisco Unified Communications Domain Manager 8.1(x) - Example: Cisco Unified Attendant
Console
Configuration
Perform in Cisco Unified
Communications Domain
Manager 8.1(x) ?
Configure CTI route points No
Perform in Cisco Unified
Communications Domain Manager
10.6(1)?
Perform in Cisco Unified
Communications Manager?
Yes
Yes
Configure CTI Route points from
CUCDM (Device Management >
CUCM > CTI Route Point).
Note
Tip
Configure in Cisco Unified
Communications Manager
Administration, which
You must add the CTI Route allows a CTI application to
Point under Device Model > register to Unified
Communications Manager
CUCM to see this option.
to provide an incoming call
termination and queuing
functionality. You may need
to configure multiple CTI
route points, depending on
the number of incoming
calls that must be handled
and how many different
entry points (external (Digit
Discard Instructions)(DDI)
numbers) exist in the
system.
The Cisco Developer Network (CDN Interoperability Verification Testing (IVT)) Program, which allows
third parties to submit products (CTI applications) to become Cisco partners, tests and verifies compliance
for the product. For more information, see http://developer.cisco.com/web/cdc/home.
Configure CTI Support in Cisco Unified Communications Domain Manager
8.1(x) - Example: Cisco Unified Attendant Console
The following example describes how you can use Cisco Unified Communications Manager AXL interface,
Cisco Unified Communications Domain Manager 8.1(x), and Cisco Unified Communications Manager to
configure CTI support for Cisco Unified Attendant Console.
Procedure
Step 1
Step 2
Use the Cisco Unified Communications Manager AXL interface to configure the CTI devices that the Cisco
Unified Attendant Console requires, including the assignment of internal directory numbers and external
(DDI) numbers.
To avoid conflict with the dial plan, and to ensure that the required numbers that the attendant console associates
with its CTI devices are reserved in Cisco HCS, use Cisco Unified Communications Domain Manager 8.1(x)
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Configure CTI support in Cisco Unified Communications Domain Manager 10 - Example Cisco Unified Attendant
Console
Step 7
to reserve and assign the numbers to the location that is associated with the Cisco Unified Attendant Console
.
After the numbers are assigned to the location, use Cisco Unified Communications Domain Manager 8.1(x)
to create a template CTI device, for the Attendant Console to use.
The attendant console uses the Cisco Unified Communications Manager AXL interface to create its CTI route
points and ports (by copying from the template that you created in Cisco Unified Communications Domain
Manager 8.1(x)). The directory numbers and external (DDI) numbers that are assigned to the CTI devices are
the reserved number from Cisco Unified Communications Domain Manager 8.1(x).
After the attendant console creates the CTI devices, perform Steps 6- to 9 in Cisco Unified Communications
Manager Administration to enable PSTN calls to the attendant console operators (CTI ports).
Find the calling search space IncomingFromAggreg CSS in Cisco Unified Communications Manager
Administration (Call Routing > Class of Service > Calling Search Space).
Click IncomingFromAggreg.
Step 8
Move the InterSiteRoutingPT partition to the Selected Partitions pane.
Step 9
Click Save.
Step 3
Step 4
Step 5
Step 6
Configure CTI support in Cisco Unified Communications Domain Manager 10
- Example Cisco Unified Attendant Console
The following example describes how you can use Cisco Unified Communications Manager AXL interface,
Cisco Unified Communications Domain Manager 10.6(1), and Cisco Unified Communications Manager to
configure CTI support for Cisco Unified Attendant Console.
Note
To avoid conflict with the dial plan, and to ensure that the required numbers that the attendant console
associates with its CTI devices are reserved in Cisco HCS, use Cisco Unified Communications Domain
Manager 10.6(1) to reserve and assign the number to the location that is associated with the Cisco Unified
Attendant Console. Ensure that it is has not been used or shared with the phone number in Cisco Unified
Communications Domain Manager 10.6(1).
Procedure
Step 1
Step 2
After the numbers are assigned to the location, use Cisco Unified Communications Domain Manager to create
a template CTI device for the Attendant Console to use.
Select the CSS and PT similar to a IP Phone/Endpoint phone to create the CTI port. This is used as the template
for additional ports created from the Cisco Unified Attendant Console.
Example:
CSS at line level is C2Si11-DBREnhIntl24HrsCLIPnoFONnoFAcnoCMC-CSS where 2 is the customer
number and 11 is the site ID, and PT at the CTI port line is Cu2-DirNum-PT where 2 is the customer number.
To update the CTI route points, assign the calling search space to Cu2-ISR-CSS, where 2 is the customer
number, in Cisco Unified Communications Manager Administration. This Cu2-ISR-CSS site is created when
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Where to Find More Information
Step 3
Step 4
the site using Cisco Unified Communications Domain Manager 10.6(1). Creating the DDI from CUAC will
create a CTI Route Point in CUCM.
The attendant console uses the Cisco Unified Communications Manager AXL interface to create its CTI route
points and ports (by copying from the template that you created inCisco Unified Communications Manager.
The directory numbers and external (DDI) numbers are assigned to the CTI devices.
After creating all the CTI Ports, perform an Import in CUCM to reflect all the devices in CUCDM.
Where to Find More Information
• For third-party product certification and verification, see the Cisco Developer Network Program at http:/
/developer.cisco.com/web/cdc/home.
• For Cisco Unified Communications Manager documentation, see http://www.cisco.com/c/en/us/support/
unified-communications/unified-communications-manager-callmanager/
tsd-products-support-series-home.html.
• For Cisco Unified Communications Domain Manager documentation, see the Components tab of the
corresponding Cisco HCS release: http://www.cisco.com/c/en/us/support/unified-communications/
hosted-collaboration-solution-hcs/tsd-products-support-series-home.html.
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Where to Find More Information
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