Live Calls: watch calls in progress in the cluster

What it is for

The Active Calls page shows which calls are currently ringing or connected in the selected CUCM cluster: caller, destination, devices, codec, media destination and duration. You need it to watch a reported fault while the call is in progress, or to check whether a test call reaches the cluster at all.

For this, EasyUC connects to the CTI Manager of the CUCM via JTAPI and monitors all CTI-capable devices. The devices do not have to be assigned to the application user one by one as "Controlled Devices". A background job reads the existing devices over AXL every minute; the CTI service reconciles this list every 15 seconds. Device and line configurations in the CUCM remain unchanged.

For cluster operation you enter a primary and a secondary CTI Manager. If the connection to the primary node is lost, JTAPI uses the secondary one. No audio is recorded and no call is listened to. Calls over the integrated Teams SBC appear on the same page in a table of their own. Parts of this page are labelled in German in the English interface as well; those labels are quoted here as shown.

Prerequisites

• Licence module cucm for the CUCM calls. Without the CUCM module the page only shows the calls over the integrated SBC.
• The menu entry is visible from role ROLE_APP_USER. Access is additionally checked through the integration permission for live calls (Cisco area) or active calls (ACD area). Saving the setup requires write permission in that area.
• Only an administrator may enter a CTI Manager outside the CUCM nodes of the connection.
• The Cisco CTIManager service is running on the primary and the secondary node.
• The AXL connection of the CUCM connection works. EasyUC uses it to create the application user and assign the roles.
• Allow Control of Device from CTI is active on the phones in the CUCM. Devices without this option cannot be monitored.

Step by step: set up live monitoring

1. Select the CUCM connection in the header.
2. Open Live Calls.
3. Click Setup at the top right. The Live-Überwachung einrichten (set up live monitoring) area opens.
4. Under Anwendungsbenutzer (application user), enter a dedicated user name for the monitoring, for example easyuc_livecalls.
5. Enter a Passwort (password). It is mandatory when the user is first created (1 to 127 characters). Later the stored password is kept if you leave the field empty.
6. Under Primärer CTI Manager (primary CTI Manager), choose a CUCM node from the suggestion list.
7. Under Sekundärer CTI Manager (secondary CTI Manager), choose a second node as a backup. The field is optional but recommended in a cluster.
8. Tick Alle Geräte überwachen (monitor all devices).
9. Tick Live-Überwachung aktiviert (live monitoring enabled).
10. Click Speichern und anwenden (save and apply). EasyUC shows the result of the configuration and of the AXL setup in one line.
11. Wait a moment and check the monitoring status above the call list. Establishing the connection can take a short while.

Step by step: check calls in progress and monitored devices

1. Open Live Calls. The number next to the heading is the number of calls shown.
2. Leave Auto-refresh switched on. The list then reloads every 3 seconds. Refresh reloads immediately.
3. Under Anrufe durchsuchen (search calls), enter a number, a name or a device to narrow the list.
4. In the monitoring status, click Geräte anzeigen (show devices) to see which devices the CTI service actually monitors.
5. There, search for the device name under Geräte suchen (search devices) and set Status to Fehlgeschlagen / nicht verbunden (failed / not connected) to find problem devices.
6. Click Monitoring-Details to see the configured CTI Managers, devices with CTI control disabled and inventory errors.
7. In the Calls over the integrated SBC table, click a row to open the SIP flow of that Teams call.

Fields and options

How to read the display

Check the result and narrow down errors

• You recognise success when the monitoring status names a CTI Manager, the number of monitored devices matches the inventory and a test call appears in the list within a few seconds.
• An empty list is a confirmed "no calls" only if the text reads "No calls currently running." If it reads "Noch keine bestätigten Anrufdaten verfügbar." (no confirmed call data yet), check the monitoring status first.
• "Live-Monitoring ist nicht eingerichtet. Bitte Einrichtung öffnen.": carry out the setup as described above.
• "Noch keine Geräte beobachtet. Inventar und CTI-Berechtigungen prüfen.": check whether Alle Geräte überwachen is active and whether the AXL setup was reported as successful when saving.
• "Monitoring ist unvollständig. Nicht alle Geräte können über CTI beobachtet werden.": open Monitoring-Details. It states for how many devices CTI control is disabled in the CUCM. EasyUC does not change these devices.
• "Primärer und sekundärer CTI Manager müssen unterschiedliche Knoten sein.": choose two different nodes.
• "Nur Administratoren dürfen CTI Manager außerhalb der CUCM-Knoten dieser Verbindung eintragen.": choose a node from the suggestion list or ask an administrator.
• "Passwort ist erforderlich: Der CTI-Application-User kann in CUCM nicht ohne Passwort angelegt werden (1-127 Zeichen).": enter a password.
• "Die AXL-Verbindung zu dieser CUCM-Verbindung konnte nicht aufgebaut werden.": check the CUCM connection and the AXL access.
• "JTAPI-Dienst nicht erreichbar (/jtapi).": the CTI service of EasyUC is not responding. Check in the EasyUC Manager whether it is running.
• Devices without CTI capability and pure trunk or gateway calls without a monitorable endpoint are not included. This is a limit of CUCM and JTAPI. Use call diagnostics or call analysis for those.