Cisco Unified Communications Admin Guide

Users

💫 There are two types of users: Application users and End Users. We'll focus on End Users.

Users who have an ipPhone are synched every 6 hours (or manually) from LDAP Directory

👉 System > LDAP > LDAP Directory

LDAP users have limited number of editable fields in CUCM and authenticate directly to LDAP.

When end users are imported, they use Feature Group Template to specify their feature set.

👉 User Management > User/Phone Add > Feature Group Template

This is useful as you can manage feature sets in LDAP. You would create multiple LDAP Directories with different filters and apply relevant Feature Group Templates to each.

Services Profile specifies which UC Services to assign the user, such as:

• IM and Presence
• CTI (Computer Telephony Integration)
• Voicemail
• Mailstore
• Video Conference

💫UC Services contain service type, host name or IP address, and port

When users are imported, they can have Access Control Groups assigned.

• Standard CCM End Users – Grants an end user log-in rights to the Cisco Unified CM User Options page
• Standard CTI Enabled – Enabled CTI application control (allows users to control their desk phones)

For more information on user roles :

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_0_1/ccmsys/CUCM_BK_CD2F83FA_00_cucm-system-guide-90/CUCM_BK_CD2F83FA_00_system-guide_chapter_0100.pdf

End users can be managed from the End User Configuration Page:

👉 User Management > End User

The Name and Telephone Number here is what is listed in the Corporate Directory and applications such as Jabber.

Home cluster should be checked for all users.

💫 in a multi-cluster environment, you would have End Users synchronized to ALL clusters for directory purposes and homed in exactly ONE cluster for registration.

Enable User for IM and Presence should be checked for all Jabber users.

Device Association is required for desk phone control and attendant console

Line Appearance for Presence determines which lines are monitored for Jabber and BLF Call lists.

Extension Mobility allows users to login to any phone and bring over their settings. After creating a User Profile, you would need to associate it here.

BLF Presence Group and SUBSCRIBE Calling Search Space can be used to limit the ability for one coworker to see the presence of another coworker. This is used for Jabber and call lists on the phone to show a green dot for available peers and a red dot for unavailable peers.

Allow Control of Device from CTI is required for desk phone control from an application such as Jabber.

Directory Number Association becomes available once the Device is associated and specifying a number here associates the users' Directory URI to the number.

Mobility should be checked to allow the user to use an RDP, aka Single Number Reach

Permissions below have been specified in LDAP Directory and are recommended for End Users

🎟 End users should also be specified as Owner on the device for licensing purposes

Devices

Devices are desk phones, conference phones and soft phones and can be categories by the first 3 letters

• SEP followed by a MAC Address of the phone are desk phones
• CSF followed by the username are Jabber soft phone clients
• TCT, BOT and TAB are for iPhone, Android and iPad devices, respectively

💫 Phones can be filtered on many things but the most common are:

• Description contains "UK Phone 31001"
• Directory Number begins with "3" or contains "31001"
• Device Pool begins with "UK"
• Device Name begins with "CSF"

👉 Device > Phone

Phone Configuration

Description	Helpdesk – John Doe - 12003
Device Pool	Controls where the phone registers, which gateway and media resources it uses and other settings
Phone Button Template	Specifies the purpose for each button: line, speed dial, etc. This is particularly important when bulk importing phones as the import file headers need to match the template.
Softkey Template	Specifies what functions are available and in what order when in different call states using the softkeys.
Calling Search Space	Specifies the calling rights of a phone. When calling search spaces are applied to both Device and Line, the two are combined with Line taking precedence. A common practice is to allow all patterns at the device level and restrict patterns at the line level, such as international
Media Resource Group List	Recommended to leave at None and specify on the Device Pool
User MOH Audio Source	Music when a call is placed on hold
Network Hold MOH Audio Source	Music when a call is being transferred or held indirectly when adding a conference participant
Location	Used when call admission control is enabled.
Network Locale	Describes the ring back tone heard. Should be set to what the caller is used to hearing for their country.
Owner User ID	Used for licensing purposes. CUWL licensing allows users to have multiple phones. Phones without an owner do not provide the best use of licensing
Mobility User ID	Used for Single Number reach
Remote Number	Can be used to control what number is displayed on the phone when outbound called party transformations may alter the display.
Device Security Profile	The standard profile should be used unless the cluster uses encryption between endpoints (mixed mode) in which case the subject name in the profile must be set to the subject name of the certificate to be validated.
SUBSCRIBE Calling Search Space	Specifies the lines that can be monitored via BLF call lists
SIP Profile	Standard profile should be used in most cases
Digest User	Used in registration of 3rd party sip devices
Settings Access	Controls whether Settings shows up on the phone
Web Access	Controls whether the web interface is listening and is required for remote control of devices through CTI
Headset Hookswitch Enabled	Required for headsets to work
User Credentials Persistent for Expressway Login	If set, MRA users will not have to enter their credentials every time

Line Configuration

Directory Number	Directory Number is unique per Route Partition
Route Partition	Specifies patterns with the same reachability. Directory Numbers without a route partition (Null partition) are reachable from any device and should be avoided at all costs!
Description	John Doe - 12001
Alerting Name / ASCII Alerting Name	Caller ID per Line
Associated Devices	A list of devices the directory number+partition exists on
Voice Mail Profile	Which voicemail profile the phone will use. If left to None, will use the system default.
Calling Search Space	Specifies the calling rights of the line.
Auto Answer	If set to yes, the phone will automatically answer any calls without user intervention. Often used as a secondary line for a 2-way intercom system.
Enterprise Alternate Number	When enabled, advertises the directory number to other clusters in the ILS network, added to its "Global Learned Enterprise Numbers" partition
+E.164 Alternate Number	When enabled and added to a partition reachable from the PSTN, allows for reachability from outside the phone system (PSTN)
Forward All	When checked, sends all calls to voicemail. When filled out and unchecked, sends all calls to destination specified.
Forward Busy	When checked, sends busy calls to voicemail. When filled out and unchecked, sends all busy calls to destination specified.
Forward No Answer	When checked, sends unanswered calls to voicemail. When filled out and unchecked, sends unanswered calls to destination specified.
No Answer Ring Duration	If specifies, overrides the system default number of rings before sending to no answer destination
Display / ASCII Display	Caller ID per Line Appearance. Takes precedence over Alerting Name when both exist. Used for shared lines.
Line Text Label	The text shown on the phone button itself, ie:John - 11004
External Phone Number Mask	Specifies PSTN number the phone dials out as
Ring Setting	Can be set to flash only in situations where a line should be on a phone as an overflow, or for mostly outbound use, but shouldn't ring.
Maximum Number of Calls	Total number of calls allowed across all line appearances
Busy Trigger	Total number of calls allowed across all line appearances before following busy path
Forwarded Call Information Display	Specifies what fields are carried when forwarding a call. Set to Caller Name and Dialed Number typically.

Bulk Administration

Update Phones

👉 Bulk Administration > Phones > Update Phones > Query

Query the phones you wish to update

Make changes and mark checkbox

Select Run Immediately and hit Submit

Update Lines

👉 Bulk Administration > Phones > Add/Update Lines > Update Lines

Query the Lines (Directory Numbers) to update

Make necessary changes, ensuring checkbox is marked

Select Run Immediately and hit Submit

Update Users

👉 Bulk Administration > Users > Update Users > Query

Query the Users to update

Make necessary changes, ensuring checkbox is marked

Select Run Immediately and hit Submit

Insert Phones

Phones are inserted using a csv file against a Phone Template. Any values not included in the csv file will take on the values in the phone template. This allows for small, manageable csv files.

Each phone template has a corresponding phone csv file already created that can be downloaded, edited, and reuploaded to be used for new phones.

👉 Bulk Administration > Upload/Download Files

Any edits can be made in Excel and saved to a new file.

And uploaded as " Phones > Insert Phones – Specific Details"

Now the csv file will be listed in the available File Names for Insert Phones

👉 Bulk Administration > Phones > Insert Phones

🕑 You can check on your bulk job using the Job Scheduler

👉 Bulk Administration > Job Scheduler

Clicking on the Job ID will show details. Any failures will be listed on the Log File.

Common failures are:

• Headers that don't match (are you using the correct template?)
• Extraneous characters (check number formatting)
• Unique value constraints (entity already exists in system)

CLI Frequently used commands

show status	hostname, version, uptime
show version active	cucm version in active partition
show version inactive	cucm version in inactive partition
show network cluster	cluster hostnames and ip addresses
show cert trust	list certificate trusts
set cert delete	delete certificate trust
set network <hostname/domain/dns>	reconfigure network settings
set network ip eth0	change ip address
set web-security ou org loc state country	change cert request details
utils dbreplication runtimestate	check database replication (should be all 2)
utils service list/start/stop/restart	manage services
utils ntp status/config/server/start/restart	manage network time
utils system restart/shutdown	manage power gracefully
utils system switch-version	switches between active and inactive partitions
utils reset_application_ui_administrator_name	resets ucm admin account name
utils reset_application_ui_administrator_password	resets ucm admin account password

Voicemail

Users

Voicemail users are also synchronized from LDAP every 6 hours or manually.

New users that are synchronized must be also Imported against a Template

👉 Users > Import Users

User Templates specify:

• Time Zone 🕑
• Class of Service
  • Voicemail Only
  • Unified Messaging
• First Time Pin
  • Edit > Change Password > Voicemail

Call Handlers (Call Trees)

👉 Device > CTI Route Point

Call Handlers should have a CTI Route Point in CUCM with Call Forward All to Voicemail enabled. This is required to route the call to Unity Connection.

👉 Unity Connection > Call Management > System Call Handlers

Active Schedule and Time Zone are used for 🕑 Time of Day routing

💫 Extension should match the directory number on the CTI Route Point

Greetings can be unique depending on caller, schedule, and alternate routing

💫 Standard is used for open hours and is enabled by default

👉 System Call Handlers > Edit > Greetings

Call handlers that provide Time of Day routing-only should have Nothing checked,

otherwise My Personal Greeting specifies the recording that is uploaded below

After the greeting is played, an After Greeting target should be specified to direct the call after the timeout. This is typically a shared mailbox or another call handler.

👉 System Call Handlers > Edit > Transfer Rules

Transfer rules , when set to another extension, will transfer a matching call.

👉 System Call Handlers > Edit > Caller Input

Caller input options specify how a call is handled after a corresponding DTMF digit is entered by the caller. Common Options are:

• alternate contact number (any pattern),
• a directory handler,
• another call handler
• a mailbox.