Configure CTI Applications

• CTI Applications Overview, page 1

• CTI Applications Prerequisites, page 3
• Configure CTI Applications Task Flow, page 3

CTI Applications Overview

You can use Computer Telephony Integration (CTI) to take advantage of computer-processing functions while
making, receiving, and managing telephone calls. CTI applications allow you to perform such tasks as retrieving
customer information from a database using a caller ID, or to work with the information gathered by an
Interactive Voice Response (IVR) system to route a customer’s call, along with their information, to the
appropriate customer service representative.
Applications that want to terminate media for calls at route points must specify the media and port for the call
on a per-call basis. CTI applications can terminate media on CTI ports and CTI route points using either static
or dynamic IP addresses and port numbers.
This chapter describes how to configure Cisco Unified Communications Manager to work with CTI applications.
For information about how to configure specific applications, see the Feature Configuration Guide for Cisco
Unified Communications Manager.
Some of the Cisco CTI applications available are:
• Cisco IP Communicator: A desktop application which turns your computer into a full-feature telephone
with the added advantages of call tracking, desktop collaboration, and one-click dialing from online
directories.
• Cisco Unified Communications Manager Auto-Attendant: Works with Cisco Unified Communications
Manager to receive calls on specific telephone extensions and to allow the caller to choose an appropriate
extension.
• Cisco Web Dialer: Allows Cisco Unified IP Phone users to make calls from web and desktop applications.
• Cisco Unified Communications Manager Assistant: Enables managers and their assistants to work
together more effectively. The feature comprises a call-routing service, enhancements to phone capabilities
for the manager and the assistant, and assistant console interfaces that are primarily used by the assistant.

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
1
 Configure CTI Applications
CTI Route Points Overview

Note To determine which Cisco Unified Communications Manager CTI applications support SIP IP phones,
see the application-specific documentation.

CTI Route Points Overview

A CTI route point virtual device can receive multiple, simultaneous calls for application-controlled redirection.
You can configure one or more lines on a CTI route point that users can call to access the application.
Applications can answer calls at a route point and can also redirect calls to a CTI port or IP phone. When a
CTI application requests to redirect a call by using the Redirect API, Cisco Unified Communications Manager
uses the configuration for the line/device calling search space for the redirected party.
With CTI route points you can:
• Answer a call
• Make and receive multiple active calls
• Redirect a call
• Hold a call
• Unhold a call
• Drop a call

CTI Redundancy on Cisco Unified Communications Manager

When a Cisco Unified Communications Manager node in a cluster fails, the CTIManager recovers the affected
CTI ports and route points by reopening these devices on another Cisco Unified Communications Manager
node. If an application has a phone device open, the CTIManager also reopens the phone when the phone
fails over to a different Cisco Unified Communications Manager. If the Cisco Unified IP Phone does not fail
over to a different Cisco Unified Communications Manager, the CTIManager cannot open the phone or a line
on the phone. The CTIManager uses the Cisco Unified Communications Manager group that is assigned to
the device pool to determine which Cisco Unified Communications Manager to use to recover the CTI devices
and phones that the applications opened.

CTI Redundancy on CTIManager

When a CTIManager fails, the applications that are connected to the CTIManager can recover the affected
resources by reopening these devices on another CTIManager. An application determines which CTIManager
to use on the basis of CTIManagers that you defined as primary and backup when you set up the application
(if supported by the application). When the application connects to the new CTIManager, it can reopen the
devices and lines that previously opened. An application can reopen a Cisco Unified IP Phone before the
phone rehomes to the new Cisco Unified Communications Manager; however, it cannot control the phone
until the rehoming completes.

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
2
 Configure CTI Applications
CTI Redundancy for Application Failure

Note The applications do not rehome to the primary CTIManager when it comes back in service. Applications
fail back to the primary CTIManager if you restart the application or if the backup CTIManager fails.

CTI Redundancy for Application Failure

When an application (TAPI/JTAPI or an application that directly connects to the CTIManager) fails, the
CTIManager closes the application and redirects unterminated calls at CTI ports and route points to the
configured call forward on failure (CFOF) number. The CTIManager also routes subsequent calls into those
CTI ports and route points to the configured Call Forward No Answer (CFNA) number until the application
recovers and reregisters those devices.

CTI Applications Prerequisites

You must have device pools configured before you can configure Cisco Unified Communications Manager
for CTI Applications.
Add and configure IP phones for each CTI application. For further information on adding and configuring IP
Phones see, Cisco Unified IP Phones.
Configure the end users and application users that will use CTI applications.
Computer Telephony Integration (CTI) provides IP address information through the JTAPI and TAPI interfaces,
which can support IPv4 and IPv6 addresses. If you want to support IPv6 addresses, make sure that your
applications are using a JTAPI /TAPI client interface version that supports IPv6.

Configure CTI Applications Task Flow

To configure Cisco Unified Communications Manager for CTI applications follow these tasks.

Procedure

Command or Action Purpose

Step 1 Activate the CTIManager Service, on page Activate the CTIManager service on the appropriate
4 servers, if not already activated.

Step 2 Configure CTIManager and Cisco Unified Configure CTIManager advanced clusterwide service
Communications Manager Service parameters that are used in conjunction with the CTI
Parameters, on page 5 Super Provider capability.

Step 3 To configure CTI Route Points perform the Configure one or more CTI route point virtual devices
following procedure: which can receive multiple, simultaneous calls for
application-controlled redirection.
• Configure CTI Route Points, on page
6
• Configure New Call Accept Timer,
on page 6

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
3
 Configure CTI Applications
Activate the CTIManager Service

Command or Action Purpose

• Configure Simultaneous Active
Calls, on page 7
• Synchronize CTI Route Point, on
page 7

Step 4 Configure CTI Device Directory Number, Configure the directory number for the CTI device.
on page 8
Step 5 Associate Devices with Groups, on page Associate all devices that the application will use for
8 application users and end users with the appropriate
Cisco Unified Communications Manager group (via
the device pool).

Step 6 Add End Users and Application Users, on Allow a CTI application to control any
page 9 CTI-controllable devices that are configured in the
Cisco Unified Communications Manager system by
adding the end users and application users to the
Standard CTI Enabled user group.

Step 7 (Optional) Configure CTI Redundancy for To define the interval at which CTIManager expects
Application Failure, on page 10 to receive a message from an application within two
consecutive intervals.

Activate the CTIManager Service

Procedure

Step 1 On Cisco Unified Serviceability, choose Tools > Service Activation.

Step 2 Choose the node from the Server drop-down list.
Step 3 Check the Cisco CTIManager check box in the CM Services section.
Step 4 Click Save.

What to Do Next
Configure CTIManager and Cisco Unified Communications Manager Service Parameters, on page 5

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
4
 Configure CTI Applications
Configure CTIManager and Cisco Unified Communications Manager Service Parameters

Configure CTIManager and Cisco Unified Communications Manager Service

Parameters
Configure CTIManager advanced clusterwide service parameters that are used in conjunction with the CTI
Super Provider capability.

Note If the configured limits are exceeded, CTI generates alarms, but the applications continue to operate with
the extra devices.

Before You Begin

Activate the CTIManager Service, on page 4

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 Choose the node from the Server drop-down list.
Step 3 Choose Cisco CTIManager (Active) from the Service drop-down list.
Step 4 On the Service Parameter Configuration window, click Advanced.
Step 5 In the Maximum Devices Per Provider field, enter the maximum number of devices that a single CTI application
can open. The default is 2000 devices.
Step 6 In the Maximum Devices Per Node field, enter the maximum number of devices that all CTI applications can
open on any CTIManager node in the Cisco Unified Communications Manager system. The default is 800
devices.
Step 7 Click Save.

What to Do Next
Configure CTI Route Points, on page 6

Configure CTI Route Points Task Flow

Procedure

Command or Action Purpose

Step 1 Configure CTI Route Points, on Add a new, or modify an existing CTI route point.
page 6
Step 2 Configure New Call Accept Timer, Configure the New Call Accept Timer so that when a call
on page 6 arrives at a route point, the application will handle (accept,
answer, redirect) it within the time specified.

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
5
 Configure CTI Applications
Configure CTI Route Points Task Flow

Command or Action Purpose

Step 3 Configure Simultaneous Active Configure the number of simultaneous active calls on the
Calls, on page 7 route point.

Step 4 (Optional) Synchronize CTI Route Synchronize a CTI route point with the most recent
Point, on page 7 configuration changes, which applies any outstanding
configuration settings in the least intrusive manner possible.
(For example, a reset/restart may not be required on some
affected devices.)

Configure CTI Route Points

Add a new, or modify an existing CTI route point.

Before You Begin

Configure CTIManager and Cisco Unified Communications Manager Service Parameters, on page 5

Procedure

Step 1 From Cisco Unified CM Administration, click Device > CTI Route Point.
Step 2 Perform one of the following tasks:
• To modify the settings for an existing CTI route point, enter search criteria, click Find and choose a
CTI route point from the resulting list.
• To add a new gateway, click Add New.

Step 3 Configure the fields in the CTI Route Point Configuration window. See the online help for more information
about the fields and their configuration options.
Step 4 Click Save.

What to Do Next
Configure New Call Accept Timer, on page 6

Configure New Call Accept Timer

Configure the New Call Accept Timer so that when a call arrives at a route point, the application will handle
(accept, answer, redirect) it within the time specified.

Before You Begin

Configure CTI Route Points, on page 6

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
6
Configure CTI Applications
Configure CTI Route Points Task Flow

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 Choose the node from the Server drop-down list.
Step 3 Choose Cisco CallManager (Active) from the Service drop-down list.
Step 4 In the CTI New Call Accept Timer field, specify the time that you want to allow for a call to be answered.
The default value is 4.
Step 5 Click Save.

What to Do Next
Configure Simultaneous Active Calls, on page 7

Configure Simultaneous Active Calls

Configure the number of simultaneous active calls on the route point.

Note If you are planning to use a TAPI application to control CTI port devices by using the Cisco CallManager
Telephony Service Provider (TSP), you may only configure one line per CTI port device.

Before You Begin

Configure New Call Accept Timer, on page 6

Procedure

Step 1 From Cisco Unified CM Administration, click Call Routing > Directory Number.
Step 2 On the Directory Number Configuration window, click Add New.
Step 3 Fill in the required fields.
Step 4 Click Save.

Synchronize CTI Route Point

Synchronize a CTI route point with the most recent configuration changes, which applies any outstanding
configuration settings in the least intrusive manner possible. (For example, a reset/restart may not be required
on some affected devices.)

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
7
 Configure CTI Applications
Configure CTI Device Directory Number

Procedure

Step 1 From Cisco Unified CM Administration, click Device > CTI Route Point.
Step 2 On the Find and List CTI Route Points window, click Find to display the list of CTI route points.
Step 3 Check the check boxes next to the CTI route points that you want to synchronize. To choose all CTI route
points in the window, check the check box in the matching records title bar.
Step 4 Click Apply Config to Selected.
Step 5 Click OK.

Configure CTI Device Directory Number

Configure the directory number for the CTI device.

Before You Begin

Configure Simultaneous Active Calls, on page 7

Procedure

Step 1 From Cisco Unified CM Administration, choose Call Routing > Directory Number.
Step 2 On the Find and List Directory Numbers window, click Add New.
Step 3 On the Directory Number Configuration window, fill out the required fields.
Step 4 Click Save.

What to Do Next
Associate Devices with Groups, on page 8

Associate Devices with Groups

Associate all devices that the application will use for application users and end users with the appropriate
Cisco Unified Communications Manager group (via the device pool).

Before You Begin

Configure CTI Device Directory Number, on page 8

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
8
 Configure CTI Applications
Add End Users and Application Users

Procedure

Step 1 From Cisco Unified CM Administration, click User Management > Application User.
Step 2 On the Find and List Application Users window, click Add New. This brings you to the Application User
Configuration window.
Step 3 In the Device Information pane, associate your devices by moving them from the Available Devices list to
the Controlled Devices list.
Step 4 Click Save.
Step 5 To Associate Devices for end users, click User Management > End User.
Step 6 Repeat steps 2 - 4.

What to Do Next
Add End Users and Application Users, on page 9

Add End Users and Application Users

Allow a CTI application to control any CTI-controllable devices that are configured in the Cisco Unified
Communications Manager system by adding the end users and application users to the Standard CTI Enabled
user group.

Before You Begin

Associate Devices with Groups, on page 8

Procedure

Step 1 From Cisco Unified CM Administration, click User Management > User Settings > Access Control Group.
Step 2 On the Find and List Access Control Groups window, click Find to display the current list of access control
groups.
Step 3 Click Standard CTI Enabled, this brings you to the Access Control Group Configuration window for this
group. Ensure all CTI users are in the Standard CTI Enabled user group. See Access Control Group
Configuration Options, for a full list of available groups and their capabilities.
Step 4 If you want to add end users, click Add End Users to Group or, if you want to add application users, click
Add App Users to Group.
Step 5 Click Find, to display the list of current users.
Step 6 Check the users you want to assign to the Standard CTI Enabled user group.
Step 7 Click Add Selected.

What to Do Next
Configure CTI Redundancy for Application Failure, on page 10

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
9
 Configure CTI Applications
Configure CTI Redundancy for Application Failure

Access Control Group Configuration Options

Note The CTI application must support the specified user group to which it is assigned.

Note Cisco recommends that users who are associated with the Standard CTI Allow Control of All Devices
user group also be associated with the Standard CTI Secure Connection user group.

Field Description
Standard CTI Allow Call Monitoring This user group allows an application to monitor calls.

Standard CTI Allow Call Park Monitoring This user group allows an application to receive a
notification when calls are parked/unparked to all
Call Park directory numbers.

Standard CTI Allow Call Recording This user group allows an application to record calls.

Standard CTI Allow Calling Number Modification This user group allows an application to modify the
calling party number in supported CTI applications.

Standard CTI Allow Control of All Devices This user group allows an application to control or
monitor any CTI-controllable device in the system.

Standard CTI Allow Reception of SRTP Key Material This user group allows an application to receive
information that is necessary to decrypt encrypted
media streams. This group typically gets used for
recording and monitoring purposes.

Standard CTI Enabled This user group, which is required for all CTI
applications, allows an application to connect to Cisco
Unified Communications Manager and to access CTI
functionality.

Standard CTI Secure Connection Inclusion into this group requires that the application
has a secure (TLS) CTI connection to Cisco Unified
Communications Manager and that the Cisco Unified
Communications Manager cluster has security
enabled.

Configure CTI Redundancy for Application Failure

To define the interval at which CTIManager expects to receive a message from an application within two
consecutive intervals.

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
10
Configure CTI Applications
Configure CTI Redundancy for Application Failure

Before You Begin

Add End Users and Application Users, on page 9

Procedure

Step 1 From Cisco Unified CM Administration, choose System > Service Parameters.
Step 2 Choose the node from the Server drop-down list.
Step 3 Choose Cisco CTIManager (Active) from the Service drop-down list.
Step 4 On the Service Parameter Configuration window, click Advanced.
Step 5 In the Application Heartbeat Minimum Interval field, enter the time for the minimum interval. The default is
5.
Step 6 In the Application Heartbeat Maximum Interval field, enter the time for the maximum interval. The default
is 3600.
Step 7 Click Save.

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
11
 Configure CTI Applications
Configure CTI Redundancy for Application Failure

System Configuration Guide for Cisco Unified Communications Manager, Release 11.0(1)
12