EasyUC
English
Aurora

Choose appearance

4.8.7

ACD and attendant console

Active calls and live monitoring

See running calls in the cluster and over the SBC and set up CTI monitoring.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Calls → Active Calls

What it is for

The page shows the calls that are currently running in the selected CUCM cluster: who is calling whom, through which device, with which codec and since when. Calls over the integrated Teams SBC are listed in a separate table.

The data comes from a JTAPI connection to the CTI Manager of CUCM. The same monitoring supplies the line status for the phonebook of the agents and for the busy lamp field of the attendant console. Without it, a line without a call is not reported as free.

Prerequisites

  • Licence module acd for the menu item in the Calling Features workspace. In the EasyUC Cisco workspace, the same page is available as Live Calls.
  • Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_ACTIVE_CALLS for viewing, ROLE_APP_ACD_ACTIVE_CALLS_EDIT for the setup. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all permissions of the area.
  • A CUCM connection with AXL access. The Cisco CTIManager service runs on at least one node.
  • CTI control must be allowed on the phones in CUCM ("Allow Control of Device from CTI").

Step by step: Set up live monitoring

  1. Open Calling Features → Calls → Active Calls.
  2. Click Setup.
  3. Enter the name of the CTI application user under Anwendungsbenutzer (application user) and a password under Passwort (password).
  4. Select the preferred CUCM node under Primärer CTI Manager (primary CTI Manager).
  5. If required, select a second node under Sekundärer CTI Manager (secondary CTI Manager). JTAPI uses it when the connection is lost.
  6. Switch on Alle Geräte überwachen (monitor all devices).
  7. Switch on Live-Überwachung aktiviert (live monitoring enabled).
  8. Click Speichern und anwenden (save and apply). EasyUC creates the user in CUCM and assigns the roles. Establishing the connection can take a moment.

Step by step: Watch calls

  1. Leave Auto-refresh switched on. The list then reloads every 3 seconds.
  2. Narrow down the list by number, name or device with Anrufe durchsuchen (search calls).
  3. Click Show Devices to see the monitored devices with their status. The device list refreshes every 15 seconds.
  4. Click Monitoring-Details (monitoring details) for CTI Manager, inventory and errors of individual devices.
  5. In the table Calls over the integrated SBC, click a row to open the SIP trace of the Teams call.

Fields and options

Field / actionMeaning and use
AnwendungsbenutzerApplication user in CUCM for the monitoring. Required.
PasswortThe stored password is kept as long as it is not replaced.
Primärer CTI ManagerPreferred CUCM node. Required. Host name or IPv4 address without port and without https://, at most 253 characters. The nodes of the connection are available for selection; only an administrator can enter other hosts.
Sekundärer CTI ManagerOptional. Must be a different node from the primary one.
Alle Geräte überwachenCaptures CTI-capable devices automatically, without assigning individual controlled devices.
Live-Überwachung aktiviertSwitches on the CTI connection for this cluster.
Columns (CUCM)Status, From (Calling), To (Called) each with number, name and device, codec and media destination, time of capture or connection, Duration.
Columns (SBC)Tenant, From (Calling), To (Called) with pilot, Status, Codec, Duration.
Device filterBeobachtet (monitored), Alle erfassten Geräte (all captured devices), Fehlgeschlagen / nicht verbunden (failed / not connected), Pending.

Check the result and narrow down errors

  • The status line names the connected CTI Manager and, with all devices, the number of monitored devices compared with the inventory.
  • A test call between two phones appears within a few seconds, first with ringing….
  • No calls currently running. The monitoring works, there is just nothing running at the moment.
  • Noch keine bestätigten Anrufdaten verfügbar. (No confirmed call data available yet.) The connection to the CTI Manager is not yet established or the inventory is missing. Open Monitoring-Details.
  • Primärer und sekundärer CTI Manager müssen unterschiedliche Knoten sein. (The primary and secondary CTI Manager must be different nodes.)
  • Note about devices with CTI control disabled: These devices are not changed automatically. Switch on CTI control on the device in CUCM.
  • Codec and media address show Nicht gemeldet (not reported): CUCM does not supply these values for every call through JTAPI. Calls that were already running before the monitoring started have a capture time instead of the start time.

Related chapters