CUCM Integration with CUE

CUCM integrates with CUE through JTAPI protocol for voice mail and automated attendant functionality.

The CUE is able to register with the CUCM through JTAPI and controls CTI Route-Points and CTI Ports. This allows you to control and manage the CUE as an additional endpoint through the CUCM, as well as facilitate the configurations and interactions with other endpoints in the cluster.

What are CTI Ports?

CTI ports are virtual lines that can send and receive audio but are controlled through the JTAPI protocol by CUE.

What are CTI Route Point?

CTI route point is a virtual device controlled by CUE. The CTI route point can receive multiple simultaneous calls and redirect them to the CTI ports configured earlier.

The end user with directory number (DN) 1005 calls the user with DN 1001. The call is forwarded after a few seconds if the call is not answered, Call Forward No Answer (CFNA), to the VM number configured on the user 1001 VM profile. The CUCM then sends the call to the configured VM Pilot 5000, which points to a CTI RP with DN 5000 that is controlled by CUE. The CUE VM application is triggered, and the call is redirected through JTAPI to an available CTI port (DN 5501) for media establishment. The audio greeting plays, and the user can leave a message or interact with the system through dual tone multi-frequency (DTMF) tones. When the caller ends the call, the CUE signals the CUCM to set the Message Waiting Indicator (MWI) lamp for extension 1001 to "On" through JTAPI. The CUCM then sends the Skinny Client Control Protocol (SCCP) message to turn on the light on the phone, as well as show the envelope indication on the display so user 1001 is aware that there is a new VM message in the mailbox.

These configuration tasks are required for integration with CUE:

CUCM

• Create one CTI port for each CUE VM port on the CUCM. The number of CUE VM Ports is controlled by the license. Issue the show software licenses command in order to verify the licenses.
• Add a CTI route point for each entry point in the CUE system. For example, you can add one route point for the voice mail pilot number, one or more for an AA, and one for the Greeting Management System (GMS). CTI Route Point CSS should contain the partition assigned to CTI Ports DNs.
• For CUCM create a JTAPI user that the CUE uses in order to log into the CUCM and take control of the Route Point and CTI port devices. The user should be created as an Application User. Next, the Standard CTI Enabled group policy must be applied and all Route Points and CTI ports must be associated with the user.

If you use multiple CUE modules, this can be the same user, or multiple users, and make sure that all devices (CTI route points and CTI ports) that should be controlled by the account are associated with it.

• Configure voicemail profile if you want to use CUE for voice mail. Configure Call Forward Busy (CFB) or Call Forward No Answer (CFNA) settings to use this profile. Voice mail profile creation involves the creation of a voice mail pilot number. This number is used on the route point for voice mail configuration and the voice mail profile.
• Create users on CUCM and have phones associated with them if necessary. These users can be imported later when the CUE Initialization Wizard runs. This step saves the need to re-enter all users created in CUCM in CUE. The accounts are created once in CUCM and then imported into CUE. CUE will connect to CUCM using AXL user to import the accounts
• Transcoding can be necessary if the CUE is at a remote branch as CUE supports G711ulaw only and typically G729 is used across WAN.

CUE

• Run the Cisco Unity Express Configuration Wizard. This is an easy way to set up the integration on the CUE side and create mailboxes for imported users.
• Alternatively, Log on to the CUE web page as admin user and choose Configure > Users. Then click Import. Note: Only full user IDs can be specified. No wildcards or partial matches are allowed when you search for users.
• One of the current limitations is that CUE mark JTAPI as DSCP 0. You need to mark the packets on the router which hosts the CUE (recommended marking is AF31). CUCM mark JTAPI packets correctly as DSCP=AF31. Also, JTAPI stream consumes an average of 20kbps between CUCM and CUE which needs to be reserved over WAN.

username administrator create
username marschne create
username jdoe create
username marschne phonenumber "2104"
username jdoe phonenumber "2103"

ccn application autoattendant
 description "autoattendant"
 enabled
 maxsessions 4
 script "aa.aef"
 parameter "MaxRetry" "3"
 parameter "operExtn" "0"
 parameter "welcomePrompt" "AAWelcome.wav"
 end application

!

ccn application promptmgmt
 description "promptmgmt"
 enabled
 maxsessions 1
 script "promptmgmt.aef"
 end application

!

ccn application voicemail
 description "voicemail"
 enabled
 maxsessions 4
 script "voicebrowser.aef"
 parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
 parameter "uri" "http://localhost/voicemail/vxmlscripts/login.vxml"
 end application

!

ccn subsystem jtapi
 ctiport 28001 28002 28003 28004      !!!... These are the DNs assigned to CTI ports
 ccm-manager address 14.80.227.127 14.80.227.128
 ccm-manager credentials hidden "+DuGhIBvqsghj6p6aBUoRQ4E0vzCD5YHSd8ZZNgd+
 Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35jwAAAAA="
 end subsystem

!

ccn trigger jtapi phonenumber 28000      !!!... This is the DN assigned to CTI Route Point
 application "voicemail"
 enabled
 locale "en_US"
 maxsessions 4
 end trigger

!

ccn trigger jtapi phonenumber 28100
 application "autoattendant"
 enabled
 locale "en_US"
 maxsessions 4
 end trigger

!

ccn trigger jtapi phonenumber 28111
 application "promptmgmt"
 enabled
 locale "en_US"
 maxsessions 1
 end trigger

!

voicemail mailbox owner "jdoe" size 420
 description "jdoe mailbox"
 end mailbox

!

voicemail mailbox owner "marschne" size 420
 description "marschne mailbox"
 end mailbox