OPERATION & ADMINISTRATION

EasyUC documentation

Guides to setup, administration and day-to-day operation, with prerequisites, step-by-step instructions, field descriptions and troubleshooting.

EasyUC · Version 4.8.7 · 217 chapters

Set up your first phone

Check the connection, prepare templates and a location, then create the phone.

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Guides with original screenshots

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Getting started

Workspaces, setup order and version requirements.

Orientation and setup orderInterfaces, workspaces and the order from the appliance to the first provisioning.Version and prerequisitesVersion 4.8.7 with Manager 1.15.0: levels, prerequisites and what has changed in operation.Feature index by menuFind the relevant chapter for each product menu.

Installation, updates & backup

Appliance, EasyUC Manager, updates, backups and nodes.

Commissioning the applianceImport the OVA, set network and time on the console, initialise K3s and open the Manager.Installing EasyUC and selecting modulesInstall EasyUC in the Manager, define the modules and complete the initial setup of the admin interface.Applying an EasyUC updateUpload the signed update package in the Manager, have it verified and install it in a maintenance window.Rolling EasyUC back to the previous versionAutomatic and manual rollback after an EasyUC update, with scope and limits.Updating the EasyUC ManagerBring the Manager to a new level with an offline package or the operator update.Applying operating system patches and restarting nodesApply signed operating system patches and release upgrades in the Manager and restart nodes.Creating and restoring a database backupBack up, download, upload and restore the MariaDB database in the Manager.Full backup and backup keysRegister backup keys and create and download an encrypted full backup (.eucbak).Transferring backups to an external server on a scheduleSet up a remote target over SFTP, FTPS or FTP, define the schedule and check the history.Restoring a full backup on the same installationVerify an .eucbak archive with the restore wizard and restore it to the existing installation.Disaster recovery: building a new appliance from a full backupOn a fresh appliance without an EasyUC installation, rebuild the instance from an .eucbak archive.Performing a factory resetReset an EasyUC installation to the delivery state; the licence is kept.Migrating from EasyUC 3.xTransfer the data of a 3.74/3.75 installation into a fresh 4.x installation.Adding, naming and removing nodesAdd further appliances to the cluster as nodes, assign display names and remove nodes.High availability with three nodes and behaviour on node failureWhat a three-node cluster protects against, what happens on a failure and where the limits are.Setting up the web certificateGenerate a CSR, upload the signed certificate and CA chain and activate it for all web interfaces.Firewall and port overviewWhich connections your firewall must allow for EasyUC, by direction and module.

EasyUC for Cisco

Users, phones, numbers, groups and provisioning.

Creating a Cisco phoneCreate the line and the device in the “Create Device” dialog, with or without an end user.Creating and editing CUCM usersCreate local users from a template and change master data, password, language and profiles.Copying, replacing, moving and deleting usersQuick tasks for staff changes, and the lists of new and deleted users.Editing, controlling and replacing phonesActions per phone: MAC swap, location change, type change, control, restart and deletion.Shared phones, video, softphones and device profilesCreate shared phones, video devices, softphones and device profiles, and log profiles in.Analog gateways and portsView gateway ports and provision them as analog lines with a phone number.Cisco numberplan and free numbersSee the usage of every number, reserve or block numbers and create devices directly.Groups at a glance: pickup, hunt groups, music on holdWhich group functions exist and in which order you set them up.Music on hold and MoH sourcesCreate audio files as Music on Hold sources and distribute them to the MoH servers of the cluster.Route patterns and translation patternsView, copy and edit routing patterns and create new translation patterns.Voicemail: creating and managing mailboxesCreate, align, view and delete the Unity mailbox of a user.CURRI overview: name display and call controlWhat CURRI does in EasyUC, how it connects to the CUCM and where to find phonebook, rules and logs.User wizard and CSV importEquip several users with phones, softphones, voicemail and groups in one pass.Create a hunt groupCreate a hunt group with Hunt Pilot, line group, members and overflow in two steps.Restoring phonesRecreate phones deleted via EasyUC, including lines and user assignment.Administering CUBE and analog gatewaysSSH access, voice ports, config sets, certificates, active calls and CUBE debug.Accepting or rejecting device requestsReview requests from the end-user portal and have a device created from them.User overview in card viewSearch and filter CUCM users as cards and create softphones for several users.The user profileAll data, phones, numbers and groups of a CUCM user on one page.Controlled phones and profiles of a userAssign phones and device profiles to a user as controlled devices.Manage phone numbers in the user profileView, name, authorise, change and delete the numbers of a user.Key layout: lines, speed dial and BLFAssign the line keys of a phone: numbers, speed dial, BLF, number of lines and key modules.Busy trigger per lineDefine the number of calls at which a line reports busy, for all phones of a user.Call forwarding in the user profileView and change the forwarding settings of a number: all calls, busy, no answer, unregistered, schedule.Voicemail in the user profileCreate, adjust, check and delete the Unity Connection mailbox of a user.Single Number Reach and Remote DestinationLet calls to the office number also ring on the mobile phone, with timers and a ring schedule.Mobile Identity for dual-mode devicesBind the mobile number to Jabber on iPhone or Android so that calls also arrive over the mobile network.Softphone policy per locationDefine per location which softphones may be created and whether they appear as Jabber or Webex App.Phone types: device classes and models 88xx/98xxWhich device types EasyUC distinguishes, which models the CUCM knows and how you switch a phone to another type.Remote control: several phones at onceWatch, operate and dial from up to 10 phones side by side.Registration history of a phoneLook up when a phone was registered, and with which IP address and firmware.Config Backup: back up the CUCM configurationShows which CUCM objects EasyUC backs up, how large the backup is and what changed most recently.Restore Config: restore deleted CUCM objectsBring back deleted phones, numbers, patterns, users, trunks and gateways with their complete configuration.Members and line groups of a hunt groupAdd members by dragging, reorder them, remove them and sign phones in or out.Group sign-in: self-service per hunt groupUsers sign their number in or out of individual hunt groups, the administrator keeps the baseline.Group sign-in as an XML service on the phoneDeploy the IP phone service "EasyUC Gruppen-Anmeldung" to individual or all phones of a cluster.Create pickup groups and manage membersCreate Call Pickup Groups, set the notification and assign lines.CURRI Calls: block numbers, play an announcement or forwardRules for called numbers with sound file, destination number and schedule.CURRI Blacklist: block callersBlock calling numbers and see which calls were rejected.Analyse and export CURRI logsFollow every CURRI decision live with result, caller and destination, filter it and save it as CSV.Door Bells: camera image and door opener on the phoneShow the camera image on the Cisco phone when a door bell calls, and open the door with a key.Connecting Contact Center ExpressStore the CCX access, assign permissions and read the dashboard.Maintaining CCX agents, skills and teamsChange team, skills and availability of agents, create skills and teams.CCX applications, scripts, prompts and documentsChange applications and their script parameters, read scripts as a flow diagram.Setting up a CUCM user as a CCX agentSet IPCC extension, RmCm device association, team and skills from the user profile.Connecting Unity ConnectionStore the access to the Unity cluster and check cluster, languages and services.Unity users, greetings and mailboxFind mailbox users, listen to greetings, replace them or generate them from text.Showing system call handlers as a flowTrace targets, key assignments and transfers of a Unity call handler.Setting up a presence profileCreate Microsoft tenant, Cisco access and user mapping for presence synchronisation.Activating and observing presence synchronisationSelect directions, run a dry run and follow status changes in Presence Live.Presence with Cisco WebexSwitch the native Cisco integration with Teams and observe its status changes.Presence Sync: how it works and architectureWhich states are transferred in which direction, how a synchronisation run proceeds and where the data is stored.Presence Sync from start to finishEnd-to-end checklist from the Entra app through profile, mapping and dry run to the check in Presence Live.Presence Sync: error patterns and remediesMessages and omission reasons of presence synchronisation with meaning and remedy.Monitoring Expressway-C and Expressway-EZone status, current video and audio calls and licence usage of the Expressways in the dashboard.Restarting a CUCM serviceRestart the Cisco IP Voice Media Streaming App service immediately or with a delay.

End-user portal

Self-service for users: call forwarding, phones, voicemail, fax and phonebook.

Provide the enduser portalSwitch on the self-service portal under /enduser per CUCM connection and release its functions.Sign in to the enduser portal and read the dashboardSign-in with the CUCM user ID, cluster selection and an overview of the start page.Set up call forwarding in the enduser portalForward calls immediately, on busy, on no answer or by schedule to another destination.View your phones and assign line keysMaintain the device overview, speed dials, BLF keys and numbers on line keys in the portal.Set the busy behaviour (busy trigger)Define whether a second call is offered as call waiting or the caller gets a busy tone.Voicemail in the portal: messages and greetingsListen to and delete voice messages, switch greetings and upload your own announcements.Receive, read and send faxes in the portalRead received faxes as a preview and download them, send PDF documents as a fax.Use the global and personal phonebookSearch company contacts and maintain your own contacts one by one or by CSV file.Block callers in the portalBlock unwanted numbers for all or for single numbers of your own.Let a mobile phone ring as well (Remote Destination)Create a Remote Destination Profile or Mobile Identity and set schedule and timers.Your own call list on the dashboardView and search incoming, outgoing and missed calls of your own numbers.Sign in to and out of hunt groupsSign your own number in or out per hunt group, without the HLOG switch on the phone.Profile picture, language, design and two-factor sign-inPersonal settings in the portal: photo, interface language, colour scheme and authenticator 2FA.Request devices and group membershipsApply in the portal for an additional device or for membership in a pickup or hunt group.

EasyUC for Microsoft Teams

SBC setup, tenants, authentication, certificates, numbers and diagnostics.

Enable the Teams SBC and set the network detailsEnable the integrated Session Border Controller and set IP, ports and certificate method.Create and manage a Teams tenantConnect a Microsoft Teams tenant to the SBC with its own hostname, TLS port and certificate.SBC certificate per tenantRequest, issue and renew the Let’s Encrypt certificate for the SBC hostname over DNS-01.Set up the trunk and voice routes in TeamsCreate and synchronise PSTN gateway, voice route and policy in the Teams tenant from within EasyUC.Teams number plan and number assignmentView all phone numbers of the Teams tenant and assign numbers to users or resource accounts.View Teams usersView the users of the Microsoft directory with their numbers, devices and calls.Teams calls, SIP flow and capturesView running and past Teams calls, open the SIP flow as a ladder diagram and capture traffic.Graph access and Teams admin sign-inStore the app registration for Microsoft Graph and sign EasyUC in to Teams PowerShell.Physical Teams phonesView the inventory of a tenant’s certified Teams desk phones and SIP phones.Call recording and retention in the Teams tenantRecord a tenant’s calls for a limited time and set how long history and files are kept.DNS, public IP and firewall for the SBCWhich DNS records, addresses and ports the EasyUC SBC needs for Teams Direct Routing.Make a script reachable via Microsoft TeamsGive a script a Teams number so that calls from Teams reach it through the SBC.Operator Connect through Teams forwardingLead an Operator Connect number into an EasyUC script through a Teams service account and a pilot number.Set up presence sync in the Teams tenantSynchronise presence between Microsoft Teams and Cisco Jabber or Webex and check it in the live history.Provide the attendant console as a Teams appOffer the EasyUC attendant console as a private app in Microsoft Teams, with sign-in through the Teams account.Teams Direct Routing from start to finishEnd-to-end checklist from an empty system to the first call from Teams into an EasyUC script.

ACD and attendant console

Call flows, agents, queues and everyday operation.

Create a script with a numberDefine name, pilot number, greeting, voice and Call Control Group of a script.Call flow: all blocksBuild the call flow of a script in the graphical editor, every block with all its fields.Announcements and voicesGenerate announcements with local speech synthesis, choose a voice, optionally connect cloud voices.Call Control Groups and CTI portsCreate the CTI Application User and CTI ports in the CUCM on which EasyUC holds calls and plays prompts.Agents, skills and teamsCreate agents or take them over from CUCM or Teams, assign skills and form teams with a supervisor.Phonebooks for agents and the attendant consoleBuild phonebooks from CSV, LDAP, SQL, CUCM or Teams, merge them and assign them to teams.Set up the attendant console: overview and wizardCreate a console with the wizard in five steps and maintain it in tabs afterwards.Assign attendants and devicesCreate the persons of the console, define sign-in and role and assign their phone.Queues, announcements and overflowWhich numbers the console accepts, what callers hear and when a call overflows.Contacts and busy lamp fieldAssign phonebooks and create keys with line status and Teams status for the console.Opening hours and operating modesControl day, night and special mode with a weekly schedule or switch by hand.Delivery, safe transfer, recall and auto-pauseHow calls are offered, when a transfer falls back and when an attendant is paused.Working at the attendant consoleSign in, choose a device, take calls, transfer safely, consult and handle recalls.Working at the agent workplaceSign in, set the state, accept call offers, use the phonebook and the team chat.Call recordingsRecord calls of a script or a console, listen to them, download and delete them.Outbound calls: fax testCall numbers automatically and determine whether a fax machine answers.Fax boxes, templates and transmission reportsCreate fax boxes per number, design cover sheet and header line and read transmission reports.Call reportsEvaluate every call through a script: ring time, waiting time, answer, talk time, end.ACD from start to finishEnd-to-end checklist from an empty system to the first call with announcement, menu and queue.Attendant console from start to finishEnd-to-end checklist from an empty system to the first transferred call.Make scripts reachable through Microsoft TeamsDirect Routing, Operator Connect through Teams forwarding or over a public destination number.Active calls and live monitoringSee running calls in the cluster and over the SBC and set up CTI monitoring.Checklist and device check of the consoleUse the checklist to find out whether console, CUCM, devices and paths are ready for operation.Attendant console in Microsoft TeamsProvide the console as a private Teams app and use Teams devices for answering calls.Fax for usersAssign a fax box to a Cisco user in the profile, create one or withdraw it again.

Diagnostics & monitoring

Call diagnostics, live calls, audit log, logs and system state.

Call diagnostics: the SIP flow of a single callLoad the CUCM traces for one call and read its SIP flow as a ladder diagram.Call analysis: pull all calls of a periodCollect the calls of a period from CDRs and CUCM traces as a stored run.Call analysis: read the call list, details and call flowFilter the calls of a run, open a call and evaluate cause, call flow and quality.Read the SIP ladder diagramStructure and colours of the ladder diagram and the typical flows from a successful call to a transfer.Understand cause codes: Q.850 and SIPThe Q.850 causes and SIP responses that EasyUC translates, with their meaning and the usual remedy.Narrow down a call problem: procedure step by stepFrom the reported problem through call list, call diagnostics and call analysis to a documented finding.Live Calls: watch calls in progress in the clusterSet up CTI monitoring with a primary and secondary CTI Manager and read the call list.CUCM Collected Logs: fetch the trace files of a serviceCollect the logs of a CUCM service for a time window and download them as files.Port Monitor: open ports, connections and web sessionsView listeners, current connections and signed-in web sessions of the EasyUC nodes.Audit log: who changed what and whenSearch, filter, read in detail and export changes made in EasyUC and directly on the CUCM.CUCM change log: record direct changes on the CUCMSwitch on change feed and CUCM audit log per CUCM connection and interpret the entries.Storage: check disk utilisationRead used and free space and the size of backups, FTP stores and the database.CUCM node details via SSH and SSH credentialsRead version, hardware, network and services of a CUCM node via SSH; store the credentials.

Administration

Connections, templates, locations, access and automation.

Setting up a CUCM connectionConnect a CUCM cluster via AXL, enter the voicemail server, change or switch off the connection.Templates in the proven template modelCreate templates from CUCM reference objects, assign them to packages and keep them up to date.Packages and location assignmentCreate packages, assign them to locations and use them for templates or Template 2.0.Locations, number ranges and permissionsLocations define which numbers, packages, CSS and languages EasyUC uses during creation.EasyUC users, access types and location accessCreate accounts for the administration interface and define what they may see and change.SMTP and e-mail deliveryStore the mail server through which EasyUC sends notifications and sign-in codes.End-user password and PIN defaultsEnables the buttons for generating passwords and PINs and defines their length and character set.Number range check on device creationCheck that a new directory number lies within an EasyUC number range, separately for UI and Public API.Two-factor sign-in by e-mail codeAdditionally secure sign-in to the administration with a code that arrives by e-mail.External sources: LDAP and databasesConnections to LDAP directories and SQL databases from which EasyUC reads contacts and user data.Phonebooks and visibilityBundle sources into phonebooks and assign them to locations, users or everyone.Phonebook sources and synchronisationLink external sources or CSV files with phonebooks and map the fields.Automatic user provisioningRules per location by which EasyUC detects new CUCM users and creates devices on its own.Enduser Setup and companiesAutomatically implement orders from an external tool in the CUCM per company, cluster and location.Ensure hunt group login on a scheduleAutomatically log in members during defined periods when nobody is logged in.API access and API documentationGenerate key pairs for third-party systems and look up the interfaces of your own installation.E-mail notifications and templatesDefine for which events users receive an e-mail and what it contains.Webhooks and delivery logReport changes to users, phones and voicemail boxes to a third-party system as an HTTP POST.Requesting, verifying and installing a licenseGenerate a license request, verify the license file received before applying it, and install it.Background jobs and job insightCheck scheduled tasks, start them by hand and read their output live or afterwards.CURRI search order and display formatsDefine whether EasyUC searches the CUCM contacts or the EasyUC phonebook first.Transfer templates to other locationsCopy single templates or supply many locations at once with the Template Copy Center.Template 2.0: choose and activate the template modelSwitch between reference device templates and central location values.Template 2.0: IP phones, lines, phone buttons and JabberDevice and line values, button templates per line count and permitted softphones per location.Template 2.0: users, profiles, groups and patterns per locationEnable the other Template 2.0 areas and create additional packages with their own values.Enduser Setup: live log and sync to the external toolFollow the communication with the external ordering tool and transfer the configuration inventory to it.Permission templates and helpdesk accountsDefine permissions, read-only mode, clusters and locations once and link them to several accounts.Branding: custom logo and designReplace the EasyUC logo with a company logo and choose the design of the interface.Setting the interface languageWhere administrators and end users choose the language of their interface and what is stored in the process.Security features at a glanceWhich protective features 4.8.7 includes and what an administrator has to set or observe for them.

CUCM connection options

Each connection action, its fields and its effects.

Naming rules for devicesTemplates for the device description and the names of softphones, profiles and other device types.Naming rules for linesTemplates for the display name, alerting name, line text label and description of phone lines.Phone security (CAPF)CAPF defaults with which EasyUC has a certificate issued to phones when they are created.Directory URI for linesBuild the directory URI from the e-mail address or from a user field and domain and write it to new lines.Phone control (Control Me)Set up remote control of Cisco phones, optionally with the consent of the user on the phone.CUCM changes: updating names after user changesDetect changes to CUCM users and set device and line names again according to the naming scheme.+E.164 alternate number for linesWrite an alternate +E.164 number to lines by means of a mask, optionally with ILS and a local partition.Trace calls and door bellsDefine the CTI account and devices for trace calls and read the live call list of those devices.Automatically deleting end usersRemove devices, lines and voicemail of users that were deleted in the CUCM.CURRI settings per CUCM connectionDefine the search order of the phonebooks and the format of the displayed caller name.CDR intake, retention and exportReceive call detail records of the CUCM over SFTP, keep them for a limited time and export old data.Photo ServerSet up the SFTP account and storage directory for the photo files of a CUCM connection.Enduser site and self-serviceSwitch on the enduser portal per CUCM connection and release single portal functions.Selecting MoH nodesDefine which CUCM servers EasyUC uploads music on hold and announcements to.Contact search from an external sourceConnect an external source in which EasyUC searches for contacts when speed dials are assigned.Number Plan LDAP LinkAssign free numbers in the number plan to an LDAP user and write the number to the directory.Legacy Teams integration on the CUCMPrefix, strip value and Windows management host for Teams destinations that are reached through the CUCM.Voicemail Device Notification SMTPDefault for the SMTP notification of new Unity Connection mailboxes: events, recipient, text.Voicemail Device Notification HTMLDefault for the HTML notification of new Unity Connection mailboxes: template, events, recipient.Registration historySet the polling interval and retention of the registration status and read the related report.Widget Load SettingsDefine which areas in the end-user and device profile load immediately and which only on click.Publicly Accessible PhonebookProvide the phonebook of a connection read-only at its own address, with or without sign-in.Numberplan Exclude PatternsDefine translation and route patterns that the pattern check of the number plan is to ignore.Enabling route patterns in EasyUCShow the Route Patterns menu per CUCM connection and limit it to one route partition.Enabling translation patterns in EasyUCShow the Translation Patterns menu, select partitions and control the display in the user profile.Prefilled phone numberRemove prefixes per CUCM connection so that the short extension is prefilled from the user's number.Shared user base across several clustersMark users without a location in the selected cluster with their home cluster.Reviewing and accepting a CUCM certificateReview the renewed certificate of a CUCM node by its fingerprints and release it.SSH credentials of the CUCM nodesStore and test the platform access for “Details (SSH)” and confirm SSH host keys.Entering node addresses manuallyAssign an IP address or a resolvable host name to a CUCM node.Setting up the CUCM backupCollect restorable copies of phones, patterns, users, trunks and gateways per connection.Setting up the CUCM change log on the connectionInclude changes made directly on the CUCM in the audit log, per connection.Providing call forwarding on the IP phoneAssign the call forwarding menu as an XML service to the Cisco IP phones of a cluster, or remove it.

Reports and analysis

Call records, scheduled reports and CUCM inventory comparisons.

Call reports: calls, hunt groups and usersCDR evaluations as a list and as a diagram, per hunt group and per user.Create, compare and export the cluster reportRecord the CUCM inventory, compare two states and export them as PDF or Word.Set up CDR import via SFTPThe CUCM delivers its CDR files to EasyUC via SFTP; set retention and anonymisation.Report schedules: call reports by emailDaily, weekly or monthly call reports for users, hunt groups and phone numbers.Create an itemized billDisplay the calls of one or more numbers and output them as PDF, CSV or Excel.Layouts for the itemized billDefine cover page, header and footer, columns, logo and number masking of the document.Change history in the full cluster reportRecord the logged changes from CUCM and EasyUC for a period in the report.Evaluate device registrationsFilter the registration status of all phones and clean up devices unregistered for a long time.Soft Phones ReportsCapture the softphone inventory of a cluster and delete clients that are no longer needed.Auto Delete Endusers TasksSee which users were cleaned up automatically, and stop or restart the process.

Installation and platform operation

The technical documentation covers EasyUC Manager, nodes, updates, backups, certificates and network ports.

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