Troubleshooting CallManager, Network Signaling and Dial Plan © 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting CallManager CTI, JTAPI, and TSP

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting CallManager CTI and Cisco TSP: Objectives Upon completing this lesson, you will be able to: Describe the functions of CallManager CTI, Cisco JTAPI, and Cisco TSP Identify components of CallManager Computer Telephony Interface (CTI) Describe steps in troubleshooting CallManager CTI, Cisco JTAPI, and Cisco TSP

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline Overview Computer Telephony Integration CTI Route Points and CTI Ports Cisco CallManager JTAPI and TSP Troubleshooting Cisco CallManager CTI Manager Troubleshooting Cisco CallManager JTAPI and Cisco TSP Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco CallManager JTAPI or TSP CTI Manager Primary Cisco CallManager Applications communication with Cisco CallManager through Cisco CallManager CTI Manager. Cisco CallManager CTI Manager can be on Cisco CallManager or a standalone server. Cisco CallManager CTI Manager Cisco CallManager

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v CallManager Application Provider Application CTIQBE over TCP/IP API (JTAPI) Application Provider Application API (TAPI) TAPISVR TSP Applications communicate with Cisco CallManager CTI Manager using CTIQBE over TCP/IP. CTICTI Cisco CallManager CTI Manager Service Computer Telephony IntegrationCisco CallManager

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco CallManager Step 1: The user dials CTI route point DN. Call FlowBasic Application (AutoAttendant) Extended Services 1

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Call FlowBasic Application (AutoAttendant) (Cont.) Step 2: Cisco CallManager signals Extended Services AutoAttendant via JTAPI that a call has arrived for CTI route point DN (call.received). 1 2 Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 3: The Extended Services application checks to see how many sessions and CTI ports are available. 1 2 Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 4: The Extended Services application associates the call with a CTI port and instructs Cisco CallManager to send the call to the CTI port (call.associated) Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 5: The call arrives at the CTI port, and Extended Services accepts the call (call.accepted) Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 6: The Extended Services application creates a task to handle processing of the call (script execution). The trace will show something liketask = Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 7: The AutoAttendant script answers the call using the accept step (call.answered) Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 8: A media stream is set up between the IP Phone and AutoAttendant Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Step 9: The Extended Services server plays prompts., accepts user input (digits), and directs the call. User hears Welcome to the AutoAttendant and so on Call FlowBasic Application (AutoAttendant) (Cont.) Cisco CallManager Extended Services

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v x5000 X5001 X5002 X5003 X5004 X5005 X5006 X5007 X5008 x5009 CTI Route Points CTI Ports CTI Route Points and CTI Ports JTAPI-TSP Applications

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco CallManager JTAPI and TSP Plug-In

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting Cisco CallManager CTI Manager Service Activated Started

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v User ID: Password: CTI Enable: checked Device Association: Provider IP Address User ID: Password: CTI Association: IP Address to the Provider CTI Manager ServicesApplication JTAPI and TSP Version = Troubleshooting Cisco CallManager JTAPI and TSP Network

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary Cisco CallManager CTI Manager allows external applications to communicate with Cisco CallManager. Cisco CallManager JTAPI and TSP use CTIQBE to interface with Cisco CallManager- via CTI Manager. CTI route points and CTI ports are used to route external application calls to and from Cisco CallManager. Most issues related to JTAPI and TSP are due to misconfiguration; this includes CRA server Telephony Applications setup, JTAPI provider, and DC Directory services.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review 1. Describe the difference between CTI Route Points and CTI Ports in an AutoAttendant configuration. 2. Your newly installed Softphone has a different version, Cisco TSP, what should you do? 3. If the JTAPI userID in the Application Engine is different from that of what is configure in the CallManager directory, what happened to the CTI RP and CTI ports? 4. What Cisco proprietary protocol is used by Cisco TSP to communicate with CallManager? 5. What is one way to ensure Cisco Softphone users are using the same version of Cisco TSP off CallManager?