Call Control Groups and CTI ports

What it is for

A CTI port is a virtual phone in the CUCM. EasyUC answers every call of a script on such a port, plays announcements through it and holds the caller until the call is transferred. Every call held at the same time occupies one port. A Call Control Group combines a number of ports with a common device pool and common calling search spaces.

For EasyUC to be allowed to control the ports, it needs an Application User with CTI roles in the CUCM. On request, EasyUC creates this user itself, assigns the roles and assigns every created CTI port and RoutePoint to it as a controlled device. The media server signs in to the CUCM with this user via JTAPI.

The ports are created via AXL as devices of type CTI Port, each with one line from a consecutive number block.

Prerequisites

• Licence modules cucm and acd. The page is only reachable with both.
• Permission: ROLE_APP_ACD_WORKSPACE and ROLE_APP_ACD_CCG to view, additionally ROLE_APP_ACD_CCG_EDIT to change. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all rights of the area.
• A CUCM connection with AXL access. The services Cisco AXL Web Service and Cisco CTIManager must be running on the CUCM.
• A free, contiguous number block the size of the number of ports.
• Device pool, calling search space for the device and for the line. The line CSS must reach all numbers that calls are transferred to later.
• The media server must reach the phones via RTP and vice versa. EasyUC uses a separate UDP port for each CTI port, starting at 16384. G.711 must be allowed between CTI ports and phones.

Step by step: Create the CTI Application User

1. Open Calling Features → Calls → Call Control Groups.
2. In the area CTI Application User, enter the name of the Application User under User ID, for example easyuc-cti.
3. Under Password, enter a password.
4. Click Create in CUCM. If the user already exists, the button is called Update in CUCM.
5. Check the status display. The target is in CUCM, roles and devices complete.

Step by step: Create a Call Control Group with CTI ports

1. Click New group at the top.
2. Under Name, enter a designation, for example Zentrale.
3. Leave Prefix at CCG or enter your own prefix with at most 8 characters.
4. Under Ports, enter the number (1 to 50, default 4).
5. Next to Start number, click the list icon, select the location and the Range, click Load and then the first free number. The line Creates ports shows the occupied range from the start number to start number plus number of ports minus 1.
6. Select Device Pool, Device CSS and Line CSS.
7. If required, enter Description, Alerting name and Line naming.
8. Click Create group + CTI ports. EasyUC creates the ports in the CUCM and assigns them to the CTI Application User.
9. Check the column Status in the list. The first field counts the ports created in the CUCM, the second the ports registered with the CUCM.

Step by step: Assign ports later, change or delete a group

1. If the CTI Application User is missing devices, click Assign all ports. This sets the controlled devices of the user to all CTI ports and RoutePoints.
2. Via show behind Devices, you see every expected device with the note assigned or not assigned.
3. To change a group, click Edit in the row of the group, adjust the fields and click Save changes (re-provisions ports). The ports are created anew in the process.
4. To delete a group, click Delete and confirm the prompt. The ports are removed from the CUCM.

Fields and options

Check the result and narrow down errors

• The CTI Application User shows in CUCM, roles and devices complete, and both counters in the group list are at the full number of ports.
• Created but not registered: The media server has not signed in yet, or the user is missing devices. Click Assign all ports and refresh the page after a short time.
• Name und Startnummer erforderlich. (name and start number required) One of the required fields is missing.
• Device pool and CSS have to be typed by hand. The lists could not be read from the CUCM. The message above it states the reason. Use Retry to load again.
• Saving failed. or a message from the CUCM: in most cases a number of the block is already assigned in the partition.
• Transfers to certain destinations fail: The Line CSS of the group does not reach the partition of the destination.
• For the attendant console, the checklist additionally checks the lines of the ports: Max Calls at least 2 and Busy Trigger 1. EasyUC does not set these values when creating the ports. Set them on the lines in the CUCM if the checklist requires it.
• No audio in both directions: RTP between phones and media server is blocked, or the region does not allow G.711 and no transcoder is available.