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(Phones not registering to the correct server, how to fix??)
(How can I get a report of DIDs in my CUCM??)
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The simple answer is that you can't. CUCM has no idea of the concept of DID, nor it cares.
The simple answer is that you can't. CUCM has no idea of the concept of DID, nor it cares.
You might want to read [[CUCM_Dial_Plan_and_Call_Routing_FAQ#How_do_you_configure_a_DID_in_CUCM.3F.3F|How do you configure a DID in CUCM??]]
You might want to read [[CUCM_Dial_Plan_and_Call_Routing_FAQ#How_do_you_configure_a_DID_in_CUCM.3F.3F|How do you configure a DID in CUCM??]] and you'll understand why this is impossible to get from CUCM.
I've seen this request a lot of times, they want to know which DIDs are available, but this is something that had to be tracked offline. You would need to export your dial plan and then manually match what is configured in CUCM Vs the DID block you own. What you do not have configured in CUCM, would be a free DID you could use.
Go to [[CUCM FAQ#top|CUCM FAQ Content Table]]
Go to [[CUCM FAQ#top|CUCM FAQ Content Table]]

Revision as of 18:02, 11 September 2018

Back to Unified Communications FAQ




As this is a very broad topic, a separate page was created:
CUCM Installation FAQ

Go to CUCM FAQ Content Table

Upgrades and migrations

As this is a very broad topic, a separate page was created:
CUCM Upgrades and Migrations FAQ

Go to CUCM FAQ Content Table

Media Resources: CFB, MTP, MOH, ANN and XCODER

As this is a very broad topic, a separate page was created:
CUCM Media Resources FAQ

Go to CUCM FAQ Content Table


As this is a very broad topic, a separate page was created:
CUCM Clustering FAQ

Go to CUCM FAQ Content Table

Dial plan and call routing

As this is a very broad topic, a separate page was created:
CUCM Dial Plan and Call Routing FAQ

Go to CUCM FAQ Content Table

Phone Directories

As this is a very broad topic, a separate page was created:
CUCM Phone Directories FAQ

Go to CUCM FAQ Content Table

Directory Synchronization

As this is a very broad topic, a separate page was created:
CUCM Directory Synchronization FAQ

Go to CUCM FAQ Content Table

Training resources

Collaboration Training Videos

  • Understanding CUCM Licensing and Smart Licensing
  • Configuration and Troubleshooting of Call Push Notifications (APNS Part 1)
  • Configuration and Troubleshooting of Call Push Notifications (APNS Part 2)
  • Dial Plan

Collaboration Solutions Readiness Engineers (SRE) - Training Documents & Collaboration Solutions Readiness Engineers - Replays

  • Smart Licensing for Collaboration Applications (CUCM and Unity Connection)

Voice of the Engineer (VoE) Events

  • April 19, 2018 Collaboration Smart Licensing 2018
  • November 9, 2017 Verba (Recording & Compliance Solution) Updates
  • October 12, 2017 Singlewire Informacast Update

Go to CUCM FAQ Content Table

Why do some newer COP / FW files have a K3 in the filename??

This note actually comes from the README of such files, which you should READ before trying to install the files:
To improve software integrity protection, new public keys are used to sign cop files for Cisco Unified Communications Manager Release 10.0.1 and later. These cop files have "k3" in their name. To install a k3 cop file on a pre-10.0.1 Cisco Unified Communications Manager, consult the README for the ciscocm.version3-keys.cop.sgn to determine if this additional cop file must first be installed on your specific Cisco Unified Communications Manager version

Go to CUCM FAQ Content Table

My CUCM 11.x+ won't accept non K3 files, why is that??

I guess you can consider that "by design", this bug explains that 11.0.1 and later will only accept files that have been signed by the new RSA V3 keys and in the case of FW, you need to download the ZIP file and upload the files manually.

CUCM 11.0.1 only accepts .cop files signed by the RSA version 3 keys.

Installing COP Files from Previous Releases
Release 11.0(1) accepts Cisco Options Package (COP) files that are signed with RSA version 3 keys. If you attempt to install earlier COP files that do not use RSA version 3 keys, the installation will fail. If you need to install COP files from previous releases, such as COP files for older firmware, you can manually upload .ZIP copies of the COP files.

Go to CUCM FAQ Content Table

Does CUCM have a paging feature??

No, CUCM does not provide natively a paging feature as CME does. A common misconception is that the "big" brother should have it, but the teams developing the products, are completely separate, and so is all the underlying system.
However, from CUCM 9.x+ you can have paging, via InformaCast:

You can use the free version, which does come with some limitations, or buy the advanced option.

A lot of people have suggested workaround, like using a broadcast line group with auto-answer, no, that does not work. There is no native way to imitate paging on CUCM.

There are also 3rd party options:

Go to CUCM FAQ Content Table

How many days do I have to add my CUCM to ELM / PLM??

Any kind of licensing issues, not having enough licenses, losing connection to PLM, your PLM going down, etc. Will give you a 60 day warning message, which will count-down until 0. For a system on which you want only for testing, this would give you 60 days of full CUCM, before locking up.

Go to CUCM FAQ Content Table

What happens if I don't solve my licensing issues within the 60 days??

The services on CUCM won't stop, it will keep on working, but the DB will lock up, and no changes will be possible. This means no administrative tasks will be possible on the system, and the only way to allow changes, is to add proper licensing.

UPDATED 6/25/2018
This is a bit old documentation, but this is still applicable to 9.x-11.x release that use ELM / PLM:
License Compliance
Licenses in the non-compliant state for Unified Communications Manager are enforced after a 60-day grace period. At the conclusion of the grace period, Unified Communications Manager enforces non-compliance with the following service degradation:

  • Devices and Users cannot be provisioned. Changing the configuration of a user that affects licensing (For example: the Enable IM and Presence and the Enable Mobility check boxes) is not allowed.
  • Devices and Users cannot be de-provisioned. Any configuration changes that involve licensing (For example: disabling IM and Presence or Mobility) is allowed.

You can try to restart your CUCM Pub and that often gives you an extra day to try to sort any licensing issues you have. If you require licenses for releases which are EOS / EOL you'll need to reach out to your SE / AM. If you're just over your licenses by a couple of users, you can do this to delete those devices, or remove features, to be in compliance again.

Go to CUCM FAQ Content Table

Can I find out when the system was installed??

Yes, you can, you only need to issue this command on CLI:

file view install system-history.log

A sample of the output is this:

Product Name -    Cisco Unified Communications Manager
Product Version -
Kernel Image -    2.6.32-504.12.2.el6.x86_64
06/30/2015 18:22:54 | root: Install Start
06/30/2015 11:47:39 | root: Boot Start
06/30/2015 16:08:12 | root: Install Success
06/30/2015 16:08:14 | root: Boot Start
07/03/2015 10:25:43 | root: Shutdown Start
07/03/2015 12:36:19 | root: Boot Start
07/07/2015 12:51:22 | root: Shutdown Start
07/10/2015 13:09:40 | root: Boot Start
07/17/2015 12:25:00 | root: Boot Start
07/17/2015 18:22:29 | root: Boot Start
07/19/2015 23:13:15 | root: Upgrade Start
07/20/2015 04:27:16 | root: Upgrade Success
07/20/2015 10:25:46 | root: Switch Version to Start
07/20/2015 10:32:57 | root: Switch Version to Success
07/20/2015 10:32:57 | root: Product Version
07/20/2015 10:32:57 | root: Kernel Image 2.6.32-504.12.2.el6.x86_64
07/20/2015 10:33:00 | root: Restart Start
07/20/2015 10:33:05 | root: Restart Start
07/20/2015 10:40:21 | root: Boot Start
07/20/2015 21:00:07 | root: DRS Backup UCMVersion: Start
07/20/2015 21:07:23 | root: DRS Backup UCMVersion: Success

As you can see from the above, the log not only shows when it was installed, but also shows when the system is turned on, when it's shutdown, upgrades, and DRS backups. Pretty handy log to use when you want to find out any of the previous info.

Go to CUCM FAQ Content Table

How do I change the language from the admin interface / UCMuser???

Assuming you have already installed the language packs you need, the language you're seeing is determined by the language configuration from your browser. You simply need to adjust your browser language to the one you need.

UPDATED 6/25/2018
Make sure to choose the matching option in your browser for the language you installed, if there are different locales, for example if you choose Spanish for CUCM 11.5 you will get:

  • Cisco Unified Communications Locale Installer Spanish (Colombia) for Cisco Unified Communications Manager 11.5 SU2
  • Cisco Unified Communications Locale Installer Spanish (Spain) for Cisco Unified Communications Manager 11.5 SU2

But if you go to the language settings in your browser you might see a lot more options like Spanish Argentina, Mexico, Ecuador, Venezuela, etc. And you will also find a Spanish Colombia, and Spanish Spain listed in there, in this case, you need to make sure you choose Spanish Colombia or Spanish Spain to get the correct language in your browser.

For some languages this is not applicable as they're unique options, for example:

  • Cisco Unified Communications Locale Installer Turkish (Turkey) for Cisco Unified Communications Manager 11.5 SU2

Doesn't have any other Turkish locale, neither the browsers show any other Turkish language options.

Go to CUCM FAQ Content Table

What companies develop 3rd party apps for CUCM??

There are several companies that do this, the ones that I have found, and listed some of their apps in other questions, are:

Please notice that I do not endorse, or have tested any of their apps, I'm just providing a list of the ones I'm aware of. If you're interested in one of their solutions, it's YOUR responsibility to get in touch with them, and evaluate the options.

Go to CUCM FAQ Content Table

Can I integrate CUCM to a door system??

CUCM can interface with systems that do this, via FXS, FXO, or SIP, the protocol / interface will entirely depend on the 3rd party product you buy, a few options are:

Go to CUCM FAQ Content Table

Adding support for new endpoints

This is one of the most common questions I've seen in cases and CSC, surprised it is that way.
How do you add a new phone model that is missing from the device drop down list??

First, the how you DO NOT add support for a new device:

  1. Just installing the phone FW
    No, that's not how you do it (#1 mistake I've seen), the phone FW are only the FW files that go to the TFTP server, adding a new device to the drop down list, means an alteration to the table that holds the models of all endpoints needs to be performed, and the phone FW files DO NOT DO THAT
    In many cases, you'll actually just bring trouble by doing that, because you need to have the device before you try to install a new device FW.

There are basically 3 ways to do it:

  1. Most common Install a Device Pack (DevPack for short) see below link:
    Cisco Unified Communications Manager Device Package Compatibility Matrix
    What if there is no DevPack for your release, for instance 9.0 Vs. 9.1, why is that??
    Simply because one is a MR (Maintenance Release) and the other is not. DevPacks are developed and released for the versions the BU classifies as MR, and which will continue to develop and fix. There is no other way than upgrading to a MR release, and then install the DevPack
    When do I need to perform a cluster reboot after installing the DevPack in all my servers??
    When you want to install the DevPack to add support for new endpoints, if you only want to update the FW, it's not required. For new endpoints, the cluster reboot is mandatory
    6/13/16 On CUCM 11.5 a change has been introduced which is called Hitless install of Device Packs and the cluster reboot is no longer required.
  2. Upgrade to a CUCM version which has native support, new releases will increase the list of options for new devices and many come already as an option
  3. Least common For a very few devices there has been a device enabler, which add support for only one device

Be aware that installing a DevPack might change the FW versions for several devices, it might be a lower, or higher release, if you do not wish to change the versions, take note of all the versions under the device defaults page, and go after you have installed the DevPack to change them back, before the cluster reboot.

UPDATED 6/25/2018
You can also stop the TFTP services to prevent any devices trying to get any new FW which is installed by the DevPack while you adjust the device defaults to the version you're currently using and wish to keep.

Go to CUCM FAQ Content Table

Can I add SPA phones to CUCM??

SPA phones are not tested with CUCM as they're SMB endpoints, you can try adding them as SIP 3rd party endpoints. They are not officially supported, and will receive the same level of support as any other SIP 3rd party endpoint

Go to CUCM FAQ Content Table

How can I add a SIP 3rd party phones??

Cisco does not perform testing for 3rd party phones, so we cannot tell you what features beyond basic calls (in and out) will be available in your endpoint, nor we can tell you how to provision the actual endpoint. The CUCM configuration for them is outlined here:
Non-Cisco SIP Phones Setup

Bear in mind that CUCM doesn't have any kind of feature codes or any other numeric dialing that is the equivalent to pressing a softkey, which is a common question when people want to add 3rd party phones.

The only way to tell which features will be supported, is to POC it.

Go to CUCM FAQ Content Table

What options do I have to bulk configure phones??

The main options to bulk configure phones are:

  • BAT, this has always been around and it's fairly easy to use, fill in the blanks tool, you get pretty much every single option you can configure.
    Here's a video I made on using BAT for updates: How to update phones / DNs with BAT
  • TAPS, this one requires you to use an existing UCCX server to create the IVR to provision the phones. You create the phone before hand, and then associate it with the phone they're dialing from, also all config elements can be done prior to user dialing.
  • Auto-registration, very easy to use, but you get the least configuration options

In 10.x it was introduced the self-provisioning service, which most likely is the replacement for TAPS
It works pretty much the same way as TAPS, you provision the user's device and then they just need to dial a pre-defined number to input their credentials and get their phone config.

I created some videos with the procedure:
How to configure Self-Provisioning, Part 1: IM&P Integration
How to configure Self-Provisioning, Part 2: CUCM Configuration and demo

Other alternative which is available, but I will not cover as it's beyond my expertise, is via AXL programming.

Go to CUCM FAQ Content Table

How can I troubleshoot phones not getting registered??

There are plenty of reasons why a phone might not connect:

You usually want to check all the above before moving to the application log and /or CUCM traces to try an pinpoint the exact cause. But most usually one of the above reasons will be the culprit. The last one is sometimes hard to find out, but you can try a few different FW versions to rule it out.

Go to CUCM FAQ Content Table

How to perform a cluster reboot??

As the CUCM servers are added into the cluster, they each maintain a relationship in regards to when they were added to the CUCM DB, you can see this by going to CUCMadmin > System > Cisco Unified CM > Find
As you click on each server, in the Server Information you'll see the CTI ID, each server will have a different number, and we'll use those to perform the cluster reboot. In an ideal world, PUB would always be 1, but as failures happen and you rebuild servers, this might change. Despite that, you always should start with the PUB, even if it's not #1 CTI ID, then you follow the rest of the number sequence from SUBs.
The procedure for the cluster reboot once you have identified the order on which the servers were installed using the CTI ID value, is:

  1. Start with the PUB, and wait until it fully comes up this may take up to 20-25 minutes, or more (depending on your dial plan and DB size). On VM installs this is easy to see as you can see the CPU utilization via vSphere, once it settles down and you don't see any spikes, or you see all services up in the console by issuing the command utils service list you may continue
  2. Go to CTI ID 2, and reboot the server, wait until it fully comes up, then repeat the procedure with all SUBs
  3. If you have servers not running the CCM service, you can also reboot them after the SUBs are done, following the same procedure.

This is not only to make sure the DB replication agreements are re-established in the same order in which they were created, but also to reset and sync the DSL layer between all servers.

It is worth noting, that also as the CTI service is stopped / disabled, and then started again, the CTI ID should change, in such case the procedure would be to try and identify the order in which the servers SUBs were installed, and perform the procedure simply by doing PUB in first place, then doing the SUBs, one at a time.

Go to CUCM FAQ Content Table

Is it possible to customize the “Your current options” display on phones with CUCM??

No, you can only change this if the phones are registered to a CME.

Go to CUCM FAQ Content Table

What ESXi features are supported with CUCM??

You can find the list, and any caveats there might be for all UC apps, here:

Make sure to review any possible caveats, restrictions, or special considerations for the feature you're interested in.
Anything not listed in there, is considered to be NOT supported.

Go to CUCM FAQ Content Table

What can I check if I have one-way, or no audio in my calls??

Most usually this really has nothing to do with CUCM, unless you're using a TRP or MTP for the call.
Audio is most usually directly between endpoints, so this problems are related to the actual routing of the RTP in your network between endpoint A and endpoint B.
Make sure there is nothing blocking the RTP between the endpoints, and that proper routing is in place.
This is commonly seen when you use VPN, and do not configure the proper routes in your VPN Concentrator.

General routing and switching is beyond the scope of this FAQ, you may contact a TAC team for those topics, or your network / VPN / security admin for assistance.

Go to CUCM FAQ Content Table

How much bandwidth do I need to configure in CUCM??

The BW you need to consider for your locations is outlined here: Location Settings

However, those numbers do not take into account layer 2 and layer 3 headers, and you need to consider those for the rest of the network to allocate the right BW. You can find information about that in this link:

You can also use this calculator:

There are other non-Cisco online calculator for VoIP if you simply google "VoIP bandwidth calculator".

Go to CUCM FAQ Content Table

Can I change the order in which the services show up on the IP Phone??

I always thought this was not possible, however, it seems that this might be possible, before anything else, just as in the thread from where I got this, I STRONGLY suggest this is tested in a lab scenario before making any kind of changes to a production system. This is responsibility of the party doing this changes in the server. Now, with all proper warning in place, the thread is here: Changing order of Services under CUCM 8.X

I ran the same command in my lab, this is on CUCM 11.x and it works the same:

admin:run sql select name, priority, urltemplate, pkid from telecasterservice
name                priority urltemplate                                                                            pkid
=================== ======== ====================================================================================== ====================================
Missed Calls        1        Application:Cisco/MissedCalls                                                          d0059763-cdcc-4be7-a2a8-bbd4aac73f63
Received Calls      2        Application:Cisco/ReceivedCalls                                                        0061bdd2-26c0-46a4-98a3-48a6878edf53
Placed Calls        3        Application:Cisco/PlacedCalls                                                          a0eed443-c705-4232-86d4-957295dd339c
Intercom Calls      4        Application:Cisco/IntercomCalls                                                        27f92f3c-11ed-45f3-8400-fe06431c0bfc
Personal Directory  5        Application:Cisco/PersonalDirectory                                                    4a9d384a-5beb-4449-b176-cea0e8c4307c
Corporate Directory 6        Application:Cisco/CorporateDirectory                                                   7eca2cf1-0c8d-4df4-a807-124b18fe89a4
Voicemail           1        Application:Cisco/Voicemail                                                            ca69f2e4-d088-47f8-acb2-ceea6722272e
Extension Mobility  50       http://x.x.x.x:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#                 8717d107-6612-f626-1482-3fdc6e1d9677
Change PIN          50       http://x.x.x.x:8080/changecredential/ChangeCredentialServlet?device=#DEVICENAME#       3dc1dcdd-8e84-ceaf-3899-98deb44f1cc5

I edited the last two services to hide the IP of my lab server

Now, depending on what you want, you would need to adjust the priority value in the table, the query would look like:

run sql update telecasterservice set priority=N where pkid='XXXX'

Replace XXXX for the pkid value you got from the first query, and N for the priority you want the service to have.

As noted in the thread, if two (or more) services have the same priority, like EM and Change Pin in my case, they will be listed in alphabetical order.

Go to CUCM FAQ Content Table

Can I use a fingerprint / badge / RFID to authorize calls??

Not natively, we do not have such level of security with out of the box products, this forcefully requires 3rd party SW and HW, fortunately, there is such an option if your environment requires such level of security

LiteScape Secure Profile Management

  • When combined with any third–party ID reader, SPM enables multi–factor authorization—barcode, RFID, magnetic cards, biometrics—for the encrypted exchange of information at the edge of an IP network.
  • Enables the use of biometric data for calls.
  • Cyberdata creates the different cases for the Cisco IP Phones, depending on needs.
  • You can login to EM with biometric data
  • It can also ask for username and password

Go to CUCM FAQ Content Table

Is there a way to play a greeting before a call is answered??

CUCM provides no native way to do this, there are some alternatives, but the don't really scale.

  1. Create a TCL to do this, but this would require in-house development
  2. Use CUC to configure this, however, the call flow would require a VM port to be used everytime you want to play the greeting, and would need to be configure PER user
  3. UCCX, this would scale, however, you obviously need to involve UCCX in the call flow, and need the whole product for this, along with developing the script.
  4. In CUCM you can try to use the queue announcements, but this again, would need to be configured per user, as otherwise, you'd have to forcefully choose one of the line group algorithms to distribute the calls

There's this 3rd party option which seems to do just that, without any other app, than just CUCM.

Go to CUCM FAQ Content Table

Is there a way to find when a phone was last registered and last used??

This has been added to CUCM 12.0

New Columns to Manage Devices Efficiently

As of Release 12.0.1, Cisco Unified Communications Manager displays the phones that were unregistered, unused, and active. Administrators can track when an unregistered phone was last registered and when a registered phone was last active. This feature enables an administrator to track phones effectively, even when a phone is unregistered from Cisco Unified Communications Manager.

In previous releases the most common way to get this information was using the command:
show risdb query phone

This is a sample output:

admin:show risdb query phone
----------- Phone Information -----------

#TotalPhones, #TotalRegistered, #RegisteredSCCP, #RegisteredSIP, #UnRegistered, #Rejected, #PartiallyRegistered, StateId, #ExpUnreg
7, 6, 2, 4, 0, 0, 1, 14,0

DeviceName, Descr, Ipaddr, Ipv6addr, Ipv4Attr, Ipv6Attr, MACaddr, RegStatus, PhoneProtocol, DeviceModel, HTTPsupport, #regAttempts, prodId, username, seq#, RegStatusChg TimeStamp, IpAddrType, LoadId, ActiveLoadId, InactiveLoadId, ReqLoadId, DnldServer, DnldStatus, DnldFailReason, LastActTimeStamp, Perfmon Object
SEP1C1D862F4150, Glenn Close (DX650), x.x.x.230, , 0, 0, 1C1D862F4150, reg, SIP, 647, yes, 1, 532, gclose, 1, 1529334345, 1, sipdx650.10-2-5-212, sipdx650.10-2-5-212, sipdx650.10-0-2-24, , , 0, , 1529334345, 2
SEP0057D2C063E2, Karen Gillan (Cisco 8845), x.x.x.236, , 0, 0, 0057D2C063E2, par-reg, SIP, 36224, yes, 2, 36677, kgillan, 2, 1529334307, 1, sip8845_65.12-1-1-12, sip8845_65.12-1-1-12, sip8845_65.11-7-1-17, , , 0, , 1529334307, 2
SEP00562B63E134, Martin Axenrot (Cisco 7861), x.x.x.234, , 0, 0, 00562B63E134, reg, SIP, 623, yes, 1, 510, maxenrot, 3, 1529334310, 1, sip78xx.12-1-1-12, sip78xx.12-1-1-12, sip78xx.11-7-1-17, , , 0, , 1529334310, 2
SEP99996401E1B4, Bill Kelliher (Cisco IP Communicator), x.x.x.181, , 3, 0, 99996401E1B4, reg, SCCP, 30016, yes, 0, 30041, kelliher, 4, 1529102241, 1, , CIPC-8-6-5-0, , , , 0, , 1529102241, 2
CSFKELLIHER, Bill Kelliher J4W, x.x.x.181, , 0, 0, 005056AA70D8, reg, SIP, 503, no, 0, 390, kelliher, 5, 1529102262, 1, , Jabber_for_Windows-, Jabber_for_Windows-, , , 0, , 1529102262, 2
SEP99996401E1B5, Bradley Cooper (IPC), x.x.x.191, , 3, 0, 99996401E1B5, reg, SCCP, 30016, yes, 0, 30041, bcooper, 6, 1529103043, 1, , CIPC-8-6-5-0, , , , 0, , 1529103043, 2
CSFBCOOPER, Bradley Cooper J4W, x.x.x.191, , 0, 0, 005056A95C2A, reg, SIP, 503, no, 0, 390, bcooper, 7, 1529103082, 1, , Jabber_for_Windows-, Jabber_for_Windows-, , , 0, , 1529103082, 2

Total count 7

Go to CUCM FAQ Content Table

What is the difference between reset and restart??

This is the explanation from CUCM:
If a device is not registered with Cisco Unified Communications Manager, you cannot reset or restart it. If a device is registered, to restart a device without shutting it down, click the Restart button. To shut down a device and bring it back up, click the Reset button. To return to the previous window without resetting/restarting the device, click Close.

A reset "shuts-down" the device and then it comes back up going through the whole initialization process.
A restart only re-initialized some parts but the phone is not shutdown.

This is another explanation to this:

Originally, the config files for SCCP devices contained very basic information about call processing servers and port number. So a restart would just close the TCP connection and reconnect. But now the config files contain a lot more config info, so the device will request the config file always before attempting to connect to UCM.

When you RESTART a phone, the endpoint will terminate its TCP connection to UCM, request and process it’s config file and reregister. This process is quick and a phone will normally reconnect to UCM in 5-15 seconds. In earlier versions (SCCP only), the restart process only took 1-2 seconds.

When you RESET a phone, the phone will terminate its TCP connection to UCM and then restart the network interface on the endpoint. This will force the device to reDHCP as if the device was just plugged in. After completing the network startup and DHCP request, the endpoint will request it’s configuration file, process it, then attempt to connect to UCM. The reset process will take 1-3 minutes to complete.

When you do a APPLY CONFIG to a device, that will cause the device to request its config file, process the contents, then decide if it should restart or not. So depending on what changed, the phone may or may not restart. Most of the times the change will cause the phone to re-start, and it can almost be considered as a restart operation.

Go to CUCM FAQ Content Table

Important Jabber BOT and TCT information

Most devices in CUCM will not consume resources and not be counted against the maximum device registration parameter, however, TCT and BOT devices are the exception. BOT and TCT devices will count as a registered device, even if the device is un-registered, and so they need to be accounted as such.

More info, see here:
Jabber Devices(BOT/TCT) counted as registered when just configured

Go to CUCM FAQ Content Table

Can I use self-provisioning per site / location??

No, this is not possible as you can only configure one self-provisioning pilot, the alternative would be to use auto-registration in batches, configure the HQ settings, then auto-register all HQ devices, and then move to the next site, making sure each site has a CSS which does NOT allow reaching the auto-registration pilot. Then as you go, adjust the self-provisioning config per site, use BAT to change the CSS and allow each site to dial the self-provisioning IVR, and then move to the next site.

Go to CUCM FAQ Content Table

Can users configure white / black lists for calls to their DN??

No, unfortunately such option is not in CUCM. Blocking a call would depend on the protocol, and need to be configure by the admin in either CUCM or in the GW / CUBE.

Go to CUCM FAQ Content Table

Phones not registering to the correct server, how to fix??

There are a few things to check for this, in first place, make sure the CUCM group has the servers you wish to have. If you can see the server as an option, that means that the CCM service is running, if it's not listed, then the CCM service is not running on that node and you cannot use if for phone registration.
After you have verified the CUCM group is correct, make sure it's configured in the Device Pool from the phones you wish to use it.
If so far everything checks out, you can try the Apply config to make sure it's not just that someone forgot to apply the changes.
You can go to the phone and look at the list of servers that it has for registration, you can also see this info if you have the web option from the phone enabled.

At this point, there are two options: You do see the correct servers listed, but phones do not follow the order.
For this scenario, you might want to review that there is proper DNS resolution if using FQDN/hostname, and that nothing prevents the communication between the endpoints and the CUCM server. If everything checks out, might want to try bouncing the CCM service. Last resort is traces and sniffer traces to confirm communication is actually happening.

You DO NOT see the correct servers listed in the device.
Try to download the phone configuration file in first place: Two Ways to Obtain a Phone's Configuration File from CUCM
The CUCM group is contained in the phone configuration file the device pulls from CUCM.

If the configuration file has the proper entries for the CUCM group, might want to reset the device to force it to pull the file from the TFTP.

If the configuration file DOES NOT have the proper entries, you can try to modify the config, save it, and pull the file again. If you now see the proper entries, see above, if not, keep on reading.

If you still do not see the proper entries in the config file for the phone, we're going to recreate the config files.
Go to the TFTP service parameters, and click Advanced.
Find the Build CNF Files option, and choose Build All, save.
Now you'll need to restart the TFTP server in all the servers that run it, this will forcefully recreate ALL the configuration files for ALL devices, depending on the amount of devices you have in your cluster this might be service impacting due to the time and resources this will take. Plan accordingly.
Once you have given enough time (and this will vary for each deployment, monitor the CPU usage for this) try to pull the config file again, you should see the proper CUCM group config in it. If you do, then go back to the TFTP service parameters and set the Build CNF Files back to Build Selective, and restart TFTP again (As before, this will take time and resources, also plan accordingly).

If after all the above, you still do not see the proper entries in the config file for the CUCM group, then it's time to call TAC as there seems to be some disconnection between the configuration you have in the DB and the process that creates the configuration files.

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How can I get a report of DIDs in my CUCM??

The simple answer is that you can't. CUCM has no idea of the concept of DID, nor it cares.

You might want to read How do you configure a DID in CUCM?? and you'll understand why this is impossible to get from CUCM.

I've seen this request a lot of times, they want to know which DIDs are available, but this is something that had to be tracked offline. You would need to export your dial plan and then manually match what is configured in CUCM Vs the DID block you own. What you do not have configured in CUCM, would be a free DID you could use.

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SQL Queries

How can I find a particular Self-Service User ID??

run sql SELECT userid FROM enduser WHERE keypadenteredalternateidentifier like '1234'

The query will only get you the userID so you can find him on the GUI.

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How can I find local and LDAP users??

For local users you use:

run sql select count(*) from enduser where fkdirectorypluginconfig is null

For LDAP enabled users:

run sql select count(*) from enduser where fkdirectorypluginconfig is not null

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How can I update the CFA setting on a phone??

You can use this query:

run sql update callforwarddynamic set cfadestination = 'YYYY' where fknumplan = (select numplan.pkid from numplan where dnorpattern= 'XXXX')

YYYY -> insert the call forward destination.

XXXX -> insert the DN you wish to change.

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Unified CUCM trunks

Should I configure an ICT or a SIP trunk to another CUCM cluster??

Well, that depends on the versions of CUCM you're using:

  • CUCM 8.5+ in all clusters, then you should be using SIP trunks between them, or to your SME
  • CUCM clusters running below 8.5, then you want to stick to ICT non GK controlled for best compatibility

Unified CM Versions

Using the latest Cisco Collaboration Systems Release and SIP trunks across all Unified CM leaf clusters and the SME cluster enables your deployment to benefit from common cross-cluster features such as codec preference lists, ILS, GDPR, and Enhanced Locations call admission control (CAC). If you do not wish to upgrade to the latest Unified CM version on all clusters, the lowest recommended version is Cisco Unified CM 8.5 using SIP trunks because this version includes features that improve and simplify call routing through Unified CM and Session Management Edition clusters.

SME Trunks

Although SME supports SIP, H.323, and MGCP trunks, Cisco highly recommends SIP as the trunk protocol of choice for SME and Unified CM leaf clusters running Cisco Unified Communications System Release 8.5 and later versions.


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How to set authentication with a CUCM SIP trunk??

Here the steps to create the SIP Authentication with Username and Password:

1. Create the user, credentials and realm for the SIP Trunk

CUCM> User Management -> SIP Realm> Add new
Digest Credentials
Confirm Digest

And set the parameters that the ITS SIP provider specifies.

2. Create a new secure SIP trunk security profile

CUCM -> System -> Security Profile -> SIP trunk security profile -> Add New

Device Security Mode = Authenticated
Enable Digest Authentication = Checked

3. Finally add the Secure SIP trunk to the ITS SIP Trunk you have created

CUCM -> Device Trunk -> Add New

Configured as you need then in the field:

SIP Trunk Security Profile = choose the Secure SIP Trunk Profile created in step 2

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What are the possible status for SIP trunks in CUCM??

Local=1 (request timeout)

Local=2 (local SIP stack is not able to create a socket connection with the remote peer)

Local=3 (DNS query failed)

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How can I create another OS admin user??

You use the command:

set account name

Reference: set account name

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How to change OS admin user password??

If you have access to your console / CLI and want to change the password, use this command:

set password user admin

Reference: set password user admin

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How to RESET OS admin user, or security, password??

Please notice, this is not how to CHANGE but how to RESET meaning you're locked out of OS admin and CLI.
Reset Passwords

If you lose the administrator password or security password, use the following procedure to reset these passwords.

To perform the password reset process, you must be connected to the system through the system console, that is, you must have a keyboard and monitor connected to the server. You cannot reset a password when connected to the system through a secure shell session.

Caution The security password on all nodes in a cluster must match. Change the security password on all machines, or the cluster nodes will not communicate.

Caution You must reset each node in a cluster after you change its security password. Failure to reboot the nodes causes system service problems and problems with the Cisco Unified Communications Manager Administration windows on the subscriber nodes.

Note During this procedure, you must remove and then insert a valid CD or DVD in the disk drive to prove that you have physical access to the system.


  1. Log in to the system with the following username and password:
    Username: pwrecovery
    Password: pwreset
    The Welcome to platform password reset window displays.
  2. Press any key to continue.
  3. If you have a CD or DVD in the disk drive, remove it now.
  4. Press any key to continue.
    The system tests to ensure that you have removed the CD or DVD from the disk drive.
  5. Insert a valid CD or DVD into the disk drive.
    Note For this test, you must use a data CD, not a music CD.
    The system tests to ensure that you have inserted the disk.
  6. After the system verifies that you have inserted the disk, you get prompted to enter one of the following options to continue:
    Enter a to reset the administrator password.
    Enter s to reset the security password.
    Enter q to quit.
  7. Enter a new password of the type that you chose.
  8. Reenter the new password.
    The password must contain at least 6 characters. The system checks the new password for strength. If the password does not pass the strength check, you get prompted to enter a new password.
  9. After the system verifies the strength of the new password, the password gets reset, and you get prompted to press any key to exit the password reset utility.

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How to change the security password??

You use the command:

set password user security

Reference: set password user security

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How to validate which is the security password??

There is no official way to do this, bu I got this at CSC, and it appears to work. At least another CSC member has confirmed it worked for him. From user: gorourke

There is a way to validate the password, without changing the password.
I have just tested it. The trick is to reset the password with a new password which is based on a dictionary word!
Example: "cisco123"
If the Old password is entered correctly - you will get the following error when you attempt to change the password:

"BAD PASSWORD: It is based on a dictionary word"

If the old password is incorrect, you will a different error (as below) and hence you can validate if your security password is as you suspect or not!

"The old password did not match"

You can see the whole thread here: How can I validate a security password on CUCM 8.6?

UPDATED 6/13/2018
Another alternative which I need to start by saying it's NOT SUPPORTED OR ENDORSED BY CISCO is:

  1. CUCM CLI: admin:utils create report platform
  2. Get file from CUCM server (upload to external SFTP using file get command)
  3. Use UCOS Password Decrypter downloaded from

Use the above at your own risk.

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How to reset the CCMadmin username??

You use the command:

utils reset_application_ui_administrator_name

Reference: utils reset_application_ui_administrator_name


utils reset_ui_administrator_name

Reference: utils reset_ui_administrator_name

Related bug as to why two commands for the same thing: CSCtc54724

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How to reset the CCMadmin password??

You use the command:

utils reset_application_ui_administrator_password

Reference: utils reset_application_ui_administrator_password


utils reset_ui_administrator_password

Reference: utils reset_ui_administrator_password

Related bug as to why two commands for the same thing: CSCtc54724

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How can I get root access to my CUCM??

Root access is not provided upon request, in order to gain root access into your system you need to engage Cisco TAC, and if they determine that they require root access for further troubleshooting, or to apply the fix for a bug that can only be done via root access, they will generate this.
Root access will NOT be provided for any kind of customization or modification of the underlying RHEL OS, DB, processes, routines, etc. Besides what TAC has specifically instructed.
Doing anything not instructed by TAC, not only might completely break your server, but will also turn your deployment into NOT Cisco supported.

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Extension Mobility

Is there any way to log into my EM profile automatically via my LDAP credentials??

Not natively, you would need a 3rd party solution like these ones:

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Can I log with my phone profile into other phone models??

Yes, depending on the phone model, this might work seamlessly without any further configuration required, see: Extension Mobility Equivalency
For models that do not have EM equivalency, the solution is to create a default UDP for all the phone models you might be able to use, see Create a Default Device Profile

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Can I configure a logout time for my phones??

No, currently the only mechanism CUCM has, is to limit how long you can be logged, but it works based on login time for each device. We have no built-in mechanism to bulk logout the EM profiles at a certain time.
This is technically possible, but would require writing down a program that sends the logout EM request for each endpoint at the required time.

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How can I find the last time an EM user was logged in??

You can run this SQL query:

run sql select enduser.userid, extensionmobilitydynamic.logintime from enduser inner join extensionmobilitydynamic on extensionmobilitydynamic.fkenduser_lastlogin=enduser.pkid

There's also a 3rd party app that does this

User’s Login-Logout time in the Cisco IP Phone
Whether user was logged in to a hard phone or a soft phone(CIPC/Jabber Windows Client)
User login history report
User logged out history report
Managers are able to generate the reports for their individual team members

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How can I find the last user who was logged on a particular device??

You can run this SQL query:

run sql select enduser.userid,,datetimestamp from extensionmobilitydynamic  inner join enduser on extensionmobilitydynamic.fkenduser_lastlogin=enduser.pkid inner join device on 
extensionmobilitydynamic.fkdevice=device.pkid where = 'SEPXXXXXX'

where SEPXXXXX is the device name of the IP Phone you want to check.

The above query was provided by Carlo Poggiarelli here: Extension Mobility Last logged on Phone for cluster

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Can I keep the DNs from the phone I'm using, and add my UDP DNs??

I've see a few times this request, lets suppose the phone has DNs 1111 and 2222 already configured, and your UDP has DN 3333. Then you want to have 1111, 2222 and 3333 after you login with EM. No, that is not possible. EM is effectively a whole device configuration that will be applied to the phone you're using, it will only load your UDP onto the phone, and "wipe" out the previous config.

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Can I use the same DN on the phone and in my UDP??

This is another thing I've seen before, you have 1111 in partition logged-out and 1111 in partition EM. You want to use the phone with 1111/logged-out configured for EM, and simply login with your UDP, and get the calls. I personally don't like this solution, as the problem lies in the fact that the DA analysis will only match one of those DNs at any point in time, meaning your calls will always reach the same DN. A possible solution for this, is to configure the CFUR in the UDP DN, pointing to the DN on the phone. I usually recommend them to simply use a separate DN, or to configure a dial plan on which the logged out DN and the UDP DN are very similar, but with a digit to differentiate them.

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Can I tie a user and a phone for EM??

If you mean that the phone only accepts a particular UDP for EM, there is no way to do that. This would break the whole point of EM!!! If you want that, then you're probably interested in apps that lock your phone, not EM. You cannot tie a phone to a specific UDP login, once you enable the phone for EM, and subscribe it to the EM service, ANY valid UDP will be able to use the phone.

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Common bugs

  • Problems with only getting English, even when setting other language locale
    CSCuo94742 CCM Device layer is always using English locales after EM login

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Can I login with anything besides the userID??

CUCM 12.0 introduces this new feature:

As of Release 12.0.1, administrators can configure more sign-in options for IP phone users who have subscribed to the extension mobility or extension mobility cross cluster services. In addition to signing in using User ID and PIN, administrators can now allow users to sign-in using any of the following credentials:

  • Primary Extension and PIN
  • Self Service User ID and PIN

New Sign-In Options for Extension Mobility Users

Previous releases do not have such option, and the userID is the only valid login for EM.

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There is no logout option after I logged in with EM??

If you're missing the option to log out once you're logged into your UDP, that means that you failed to subscribe your UDP to the EM service, which is one of the steps outlined in the EM configuration guides.

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I want to configure the scheduled export logs, what FTP do I need??

There are no special pre-requisites for this, the tested servers are:
FTP: Microsoft FTP service (Windows 2000 5.00.2195 sp4, IIS 5.0) and WAR FTP Daemon ( and FreeFTPd (1.0.10 and 1.0.11)

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How can I configure an alert to send an email??

We don't have a good set of instruction on how to do this, fortunately someone on CSC posted a nice set of instructions for this: CUCM EMAIL NOTIFICATIONS, the theory is transferable to any other situation on which you can pull out a perfmon counter:

Yes, this is possible using the Real Time Monitoring Tool. You will need to enable the alert separately for each server in the cluster.

  1. Open RTMT
  2. Go to "System->Tools->Alert->Config Email Server...", and make sure you have good settings in place for CUCM to send email.
  3. Go to "System->Tools->Alert->Config Alert Action...", and make sure you have set up an alert action (a.k.a. an email recipient list) for the people you want to receive the alerts.
  4. Go to Performance
  5. Find "RegisteredHardwarePhones" under "Cisco CallManager" on the first server. Drag it to the Perfmon Counters area.
  6. Left click the graph, then right click the graph, and select "Set Alert/Properties".
  7. Proceed through the alert setup. On the threshold and duration page, I would use "Value Calculated As Delta", and a threshold of "Over 0 OR Under 0" if you want to be notified of every registration change.
  8. On the Email Notification page, select the alert action you created in step 3.
  9. Repeat 5-8 for each Call Manager server.

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How can I retrieve the SDI and SDL traces??

There is a document that addresses how to configure, and retrieve them

However, please notice that if you're running CUCM 9.x+, there is no longer separate SDI and SDL traces, read here:

I have also created a video on this procedure:
How to use RTMT to download traces and logs

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Can I get a report of phones from a certain IP range??

I used to think that you could only export the RIS report and filter, but there is a way via RTMT

  1. Navigate to Call Manager > Device > Device Search > Open Device Search > Phone.
  2. Select Device with Status Registered > Any Call Manager
  3. Select Device with download status Any Status
  4. Select Device Protocol Any & Model Any Model
  5. Select Search with IP Subnet mask
  6. Select the attributes which you want to display in the results (leave it to default if you want)
  7. Hit Finish.

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Can I see the flat files via CLI??

Yes, you can, log via SSH or console and issue this command:
file list activelog cm/cdr_repository/*

There are several directories, depending on what you want to see.
If you require to download a file, or set of files you only need to change the command to:
file get activelog cm/cdr_repository/*

The above would download any files under that path, for example:
file list activelog cm/cdr_repository/processed/20150423
Would list all the files processed on April 23th, 2015

file get activelog cm/cdr_repository/processed/20150423
Would download all the files, you'll need to have a FTP/SFTP server ready to receive the files, you'll be prompted for the information after entering the command.

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Can I modify the loading schedule to my billing server to receive only one file every 24 hours??

The interval for flat files loading to CDR DB and sending them to the billing server is the same, this is an Enterprise Parameter > CDR File Time Interval
This parameter specifies the time interval for collecting CDR data. For example, if this value is set to 1, each file will contain 1 minute of CDR data (CDRs and CMRs, if enabled). The CDR database will not receive the data in each file until the interval has expired, so consider how quickly you want access to the CDR data when you decide what interval to set in this parameter. For example, setting this parameter to 60 means that each file will contain 60 minutes worth of data, but that data will not be available until the 60-minute period has elapsed and the records are written to the CDR database

Please notice that besides the not real time CDR reporting not being available because of this, this also means that if anything happens during that time and the server crashes, no CDR data will be recovered. As the flat file keeps growing, it will also take CPU, RAM and HDD until it is finally closed and loaded/sent, which might cause a higher CPU/RAM/HDD/network spike than leaving this at the default setting of every minute.

I DO NOT recommend changing this setting.

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I enabled CMR under the CUCM service parameters but no values show up in the report, why is that?

The most common reason is that CMR data is NOT loaded by default, it is disabled. If you wish to enable it, go to CAR admin > System > Scheduler > CDR Load > uncheck Load CDR Only
Load CDR Only - To load only CDR records into the CAR database, check the Load CDR only check box and click the Update button. Continue to the next step to configure the load parameters. With this option, CMR records do not load into the CAR database. This choice represents the default setting for the CDR Load Scheduler.

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How does the CDR/CAR process works??

  1. You made a call with IP phone.
  2. Call was connected.
  3. You hang up the phone.
  4. Call was disconnected.
  5. Let say, if the IP phone was registered to SUB1. The "Cisco CallManager" process on SUB1 will write the call record to a local file. We call this "CDR flat file". Those files are stored in cm/cdr folder. Command to see this folder is "file list activelog cm/cdr detail". However, in normal situation, you won't be able to see the CDR files (I'll explain later). But you will see the timestamp on "_cdrIndex.idx" being updated.
  6. On SUB1, there's a process called "CDR Agent". This process' job is to keep moving CDR files from SUB to PUB. In a normal situation, the files are moved pretty quickly. That's why you won't be able to see any files on SUB1 with command "file list activelog cm/cdr detail".
  7. On PUB, CDR files from all SUBs are put in cm/cdr_repository folder. (you may use "file list activelog cm/cdr_repository detail" to view the content of this folder). There are several sub-folders. The ones you're interested in would be "preserve" and "processed".
  8. Files would be put in "preserve" folder first. "CAR Scheduler" will process the files in "preserve" folder, insert the data into CAR database, then move the files to "processed" folder.
  9. If you saw lots of files in "preserve" folder but not in "processed" folder, that means "CAR Scheduler" has not processed those files yet. It could be Scheduler waiting for the time to come or Scheduler has a problem.

Please note: all timestamps (including folder names) are in UTC time. A call made on Jan 18, the CDR file might be in 20090119 folder.

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What 3rd party Billing Servers can I use with CUCM??

Notice that I'm merely providing a list of possible options, I do not endorse, or have tested any of them. If you wish further information on any of them, engage with the 3rd party vendor

  • Apogee - Call Accounting, work order, trouble ticket, billing, business intelligence. In-house or SaaS.
  • Avotus ­ - Call accounting / billing
  • CDR-Data Call Accounting ASP
  • Imagicle - ­ Billing, accounting, phone lock, hospitality, fax server, directory services, Skype & GSM gateway applications (Merger of Telcen and Stonevoice)
  • Infozech - ­ CDR, billing, pre-paid VoIP services
  • IPMagix - - Headline News RSS feeds, HyperDirectory LDAP search tool, IPSMS (enterprise) and eZagel (high volume) SMS message delivery apps, MagixControl hospitality / environmental remote control consolidation tool, PhoneLock IP phone locking tool, MagiXCast audio & text paging, MagixBill billing / accounting / reporting, MagixMail Exchange text email from IP Phones, MagixQ customer queuing / reception system
  • ISI Infortel - - Call billing and accounting
  • MIND - Call Billing and Accounting
  • Nevotek ­ - Hotel / hospitality services, multi-tenant messaging, call accounting & billing, audio/text paging (Solutions Plus partner as of January 2009) (US distributor is PrideVel Consulting ­
  • Novabase Br@in ­ - Pre-paid service and billing products for CUCM and CUCME (Portuguese Website)
  • Phoneware - ­ Billing, corporate directory, and Nortel Meridian switch admin tools
  • PortaOne - - Billing & customer management, including pre-paid
  • TC&C - - Carin Video and Voice recording (including TelePresence), Call accounting and billing, Contact Center Express integration modules (including SAP), Custom XML Apps
  • Altus - Altus Collaboration Manager
  • TIM Technology Call accounting, Billing

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What does each field in the CDR report means??

The Cisco Unified Communications Manager Call Detail Records Administration Guide, Release 10.0(1) has all the information on what each field means, and possible values. You can find the documents for other releases under the Maintain and Operate Guides from CUCM main documentation page. Please notice that if you have a 3rd party billing server, you need to make sure it's compatible with your CUCM release, and if planning to upgrade, reach your 3rd party vendor to confirm compatibility, as sometimes fields are added/removed.

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Can I get the details of calls that use a particular trunk??

You can try the following:

  1. Device Reports -> Gateway -> Details
  2. Click on Route Pattern>Select the PSTN partion>The trunks will show up in available list
  3. Select all trunks and run the report after selecting the date/time it will show the details of the calls.

This is a good tip from Terry Cheema on this thread: Query for calls passing through trunk

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How long can I keep CDR records in CUCM??

The maximum is 30 days, it's configured under CDR Management in the Serviceability page.

  • CDR / CMR Files Preservation Duration (Days)

Choose the number of days that you want to retain CDR and CMR files. The CDR Repository Manager deletes files that fall outside the preservation window.

The other parameters in that page also play along with the maximum days, as it will be 30 days, assuming you don't meet the maximum disk allocation. Below is from Help -> This Page

  • Disk Allocation (MB)

Choose the number of megabytes that you want to allocate to CDR and CMR flat file storage.

The default disk allocation and range vary depending on the size of the server hard drive.

Note The maximum CAR database size equals 3328 MB for a Cisco Unified Communications Manager server.

If disk usage exceeds the allocated maximum disk space for CDR files, the system generates the CDRMaximumDiskSpaceExceeded alert and deletes all successfully processed files (those delivered to billing servers and loaded to CAR). If disk usage still exceeds the allocated disk space, the system deletes undelivered files and files within the preservation duration, starting with the oldest, until disk utilization falls below the high water mark.

If you have a large system and do not allocate enough disk space, the system may delete the CDR and CMR files before the CAR Scheduler loads the files into the CAR database. For example, if you configure the CAR Scheduler to run once a day and you set the disk allocation to a value that is not large enough to hold the CDR and CMR files that are generated in a day, the system will delete the files before they are loaded into the CAR database.

  • High Water Mark (%)

This field specifies the maximum percentage of the allocated disk space for CDR and CMR files. For example, if you choose 2000 megabytes from the Disk Allocation field and 80% from the High Water Mark (%) field, the high water mark equals 1600 megabytes. In addition to the high water mark percentage, the number of CDRs in the CAR database cannot exceed two million records for a Cisco Unified Communications Manager server.

When the disk usage exceeds the percentage that you specify, or the total number of CDRs is exceeded, and the Disable CDR/CMR Files Deletion Based on HWM check box is unchecked, the system automatically purges all successfully processed CDR and CMR files (those delivered to billing servers and loaded to CAR) beginning with the oldest files to reduce disk usage to the amount that you specify in the Low Water Mark (%) drop-down list box.

If the disk usage still exceeds the low water mark or high water mark, the system does not delete any undelivered or unloaded files, unless the disk usage exceeds the disk allocation.

If you check the Disable CDR/CMR Files Deletion Based on HWM check box, the system does not delete CDRs and CMRs based on the percentage that you specify in this field.

Note If CDR disk space exceeds the high water mark, the system generates the CDRHWMExceeded alert.

If you wish to keep flat files for a longer period of time, in that same page you can configure a Billing server to which you can send the flat files for storage / processing and keep for an indefinite amount of time.

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How long can I keep CAR records??

As with CDR, the amount of time and space dedicated to CAR is hard coded, and you can only keep records for a certain period of time, or a maximum amount of entries, whichever comes first.

Under CAR -> System -> Database -> Configure Automatic Purge
You will see the information for your system, this is an example of my 11.5 server:
Used CAR database space: 5.3 %
Maximum CAR database space: 6075.76 Mega Bytes

The Max Age of Call Detail Records default value is 60 days, and the maximum is 180 days.

Below snips are from Help -> This Page

Step 4 In the Max Age of Call Detail Records field, enter the maximum number of days that you want to keep the CDRs in the CAR database. Enter a number between 1 and 180. The default value specifies 60 days.
CAR deletes all CDRs that are older than the specified number of days.

The changes take effect at midnight. To make changes take effect immediately, restart the Cisco CAR Scheduler service.

If the record count does not fall below the 2M or HWM limit even after deleting the records, CAR holds at least two days records and stops the CAR loader. Also, CAR sends an e-mail notification to CAR administrator to proceed with manual purge.

As explained in the above question, there is also a limit of 2 million records for the CAR DB.

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Is there anyway to keep CDR / CAR records in CUCM for an indefinite amount of time??

No, the amount of disk space dedicated to them is a fixed amount which cannot be manually adjusted, the only way to keep records for an indefinite amount of time is to keep them on a billing server where you'd keep the CDR flat files which can then be later processed by a 3rd party billing server.

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Can I configure the roles so that only some settings within a page can be modified?

No, roles in CUCM are not that granular, if you grant access to, say the device page, they can modify ANY setting within that page.

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Can I configure the roles so that only a small group of users/devices/RPs/etc can be modified?

No, once you grant access to any of the CUCM admin pages, they will be able to modify anything that is under that page. Roles granularity does not go beyond this level.

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Is there any option for a more granular control over CUCM??

Not natively, currently the only way to achieve this would be using Prime Collaboration Provisioning:

Go to CUCM FAQ Content Table


I created a video in which I show how to handle OS and CUCM access here:

Go to CUCM FAQ Content Table


Can I review who is making changes in CUCM??

Yes, you can review the Access Logs

Access Log

The log contains a file report of access/change attempts. That is, Cisco Unified Communications Manager Administration generates a record of attempts to access or modify any directory or database component through Cisco Unified Communications Manager Administration. The change record includes the user name, date, time, window from which the change was made, and the success or failure status of the update. the change was made, and the success or failure status of the update.

  1. Go to CCM Administration web page.
  2. Go to "Cisco Unified Serviceability".
  3. Go to Trace tab --> Configuration.
  4. Select the server, "Database and Admin services" service group and "Cisco Role-based Security" service.
  5. Set the "Debug Trace Level" field to "Debug".
  6. Mark the "Trace On" checkbox.
  7. If applicable, mark the "Apply to all Nodes" checkbox
  8. Click "Save" button.

Then collect the logs using the RTMT plugin.

How to collect the logs:

  1. Open up RTMT and connect to your server
  2. Go to "Trace & log Central"
  3. Select "Collect Files" y choose Trace files to download the files.
  4. Check the checkbox of Cisco CallManager, hit Next y on the next page choose "Role-Based-Security" and "tomcat security" options.
  5. Click on Finish

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Can I allow users to admin their own BLF / SD via UCMuser / Self Care portal??

No, unfortunately the only way to admin BLF / SD is via CCMadmin page.
Related bug: CSCsb59301 CCM User Page does not have Busy Lamp Field Settings for IP Phones

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How can I remove the security error when I'm logging to CCMadmin??

In order to do that, you would need to install a new Tomcat certificate in your CUCM server which you can trust. It can be from a public CA, or an internal CA, as long as you have the CA keys in your trusted store. This document covers very nicely the process:

I explain how to sign certificates with a MS CA in this video: How to sign certificates with a Microsoft CA

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What are the requirements for a DRS backup??

Not many, make sure you know the cluster security password, have a SFTP ready for the backup, and enough space in there.

You can find the DRS guide for all CUCM versions here: Maintain and Operate Guides

Go to CUCM FAQ Content Table

What SFTPs are supported for a backup??

The products that have been tested by Cisco to be used are outlined here:

Another option which I know a lot of people use is SolarWinds SFTP.
There are many other options which work fine with CUCM (and similar), I personally use freeFTPd and a Synology NAS which also is SFTP capable.

Go to CUCM FAQ Content Table

What are the requirements for a DRS restore??

  • Know the cluster security password
  • Make sure you're restoring in the same restricted, or un-restricted version

Additionally, for the target server you need to have the same:

  • Version
  • IP address
  • Hostname
  • If DNS was configured, same DNS

You can find the DRS guide for all CUCM versions here: Maintain and Operate Guides

Go to CUCM FAQ Content Table

How to change IP / hostname from the server??

The procedure has changed in the latest releases, and it is easier, and less prone to errors than it was in 8.x and before. The procedure will be slightly different depending on your exact CUCM release, you can find the guide for all CUCM releases here: Maintain and Operate Guides
Make sure to fully read the document and understand the EXACT order of the steps required before performing the actual procedure on your server, failure to do do, or not following the steps in the correct order, can lead to a server down situation.

Another alternative, which might not work with all CUCM releases, is to use PCD for this procedure:
Supported Releases

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If I don't have a backup, can I restore using my SUB??

If you're running CUCM 8.6(1)+, then you're a lucky guy, still, shame on you for not making sure the proper backup was configured to avoid this.

CUCM Publisher Node Restoration from Subscriber Database without Prior Backup or Root Access

If you're running anything lower than CUCM 8.6(1), then you're out of luck, and this is why a proper backup schedule should always be configured to avoid this. Your only option would be to call TAC so they can perform an emergency procedure to try to assist.

Go to CUCM FAQ Content Table

How to install / upgrade the VMware tools??

The procedure has always been pretty straighforward the way I've done it, go to your vSphere client, right-click on the VM -> Guest -> Install/Upgrade VMware tools-> Automatic Tools Upgrade -> OK. A few times I've had to change the OS security to permissive in order to install them:

Then go back to enforce to make sure the system is not open to attacks.
I've seen some suggestions that if you don't change the OS to permissive, the vSphere GUI will show the tools to be up to date, but the underlying RHEL will not have them updated.

I've seen in some discussions that they mention you need to run

utils vmtools upgrade
utils vmtools refresh

The reference is here utils vmtools

I'll try this in my lab and will come back later with the results of my testing.

UPDATE 9/14/15
So, I did this a while ago, but had been pretty busy to post my tests results.

I found this nice link that outlines the different options: VMware Tools

Method 1 of using a COP file is pretty much dead, so I'll skip that

Method 2, I did gave that a go, and this was the outcome:
If you don't load the ISO, or don't use the right option, you get this

admin:utils vmtools refresh

The VMware Tools ISO is not mounted in the CD/DVD drive.
Please ensure that you have selected
Guest -> Install/Upgrade VMware Tools -> Interactive Tools Upgrade
by right-clicking on the VM from your VI client.

If you do upload them, you get this:

admin:utils vmtools refresh

VMware Tools match host. Upgrade allowed, though not required.

***   W A R N I N G   ***
Running this command will update your current version of VMware Tools
to the latest version prescribed by the ESXi host on which this VM is
running. The tools install will cause your system to reboot twice.

Continue (y/n)?y

Starting VMware Tools upgrade ...
Uninstalling VMware Tools 9.4.10-2092844 ... Done

Restarting system to complete tools upgrade..
Warning: Restart could take up to 5 minutes...
Stopping Service Manager...
-  Service Manager shutting down services... Please Wait
Broadcast message from Administrator@CUC105PUB
        (unknown) at 20:32 ...

The system is going down for reboot NOW!

Restart has succeeded

Documentation says it should reboot twice, but it only happened once for me.

Method 3 is what I've always done, and like, because it gets the job done, and you don't have to worry about reboots, this would be my recommendation.

Method 4, this one I actually thought it did not work, but after a fresh install for a test, I noticed it DOES work, BUT you have to keep the console window open through the fresh install process of the VM to actually notice it. During a fresh install, at one point, I believe before the network / DB setup, the VM has to reboot to continue with the install, and AT THAT TIME it will perform the VMTools upgrade if configured to do so automatically at boot time, it does the job, and upgrades the VMTools correctly, but for some reason, it might not show up the right information in the vSphere client, and will tell you they are not up to date. You can simply run Method 3 and then it will show the VMTools to be up to date if you want it to show correctly in the vSphere client.

So, to sum it up, Methods 2 through 4 work, but my personal favorite, is Method 3. You may use any of these methods to keep the VMTools up to date.

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How to check the DB replication status??

There are 3 ways in which you can check this:

In any of these, you will get status 0 through 4, what do they mean??:

Value Meaning Description
0 Initialization State This state indicates that replication is in the process of trying to setup. Being in this state for a period longer than an hour could indicate a failure in setup.
1 Number of Replicates not correct This state is rarely seen in 6.x and 7.x but in 5.x can indicate its still in the setup process. Being in this state for a period longer than an hour could indicate a failure in setup.
2 Replication is good Logical connections have been established and tables match the other servers on the cluster.
3 Tables are suspect Logical connections have been established but we are unsure if tables match.
In 6.x and 7.x all servers could show state 3 if one server is down in the cluster.
This can happen because the other servers are unsure if there is an update to a user facing feature that has not been passed from that sub to the other device in the cluster.
4 Setup Failed / Dropped The server no longer has an active logical connection to receive database table across. No replication is occurring in this state.

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How to fix the DB replication??

Well, there are a few ways to do this, it depends on how bad your replication is.

If you got 4's all over your cluster. I would usually do:

  1. utils dbreplication stop on all SUBs
  2. utils dbreplication stop on PUB
  3. utils dbreplication reset on PUB for ALL servers

If you see 1 or 3 on a single server,

  1. utils dbreplication repaiir with just the nodename of one server

If you simply cannot reset / restart the replication:

  1. utils dbreplication stop on all SUBs
  2. utils dbreplication stop on PUB
  3. utils dbreplication dropadmindb on SUBs
  4. utils dbreplication dropadmindb on PUB
  5. utils dbreplication reset all on PUB

utils dbreplication clusterreset is also when things are very bad in your cluster.
Before you run this command, run the command utils dbreplication stop first on all subscribers servers and then on the publisher server.
You can use this command to debug database replication. However, you should only use it if you have already tried utils dbreplication reset all, and it failed to restart replication on the cluster. This command tears down and rebuilds replication for the entire cluster. After you use this command, you must restart each subscriber server. After all subscriber servers have been restarted, you must go to the publisher server and issue the CLI command utils dbreplication reset all.

A good document on this can be found here:
Troubleshooting CUCM Database Replication in Linux Appliance Model

Go to CUCM FAQ Content Table

Is there an explanation of what each service in CUCM does??

You can find the list and a small explanation of each service here:

Go to CUCM FAQ Content Table

Can I create my own CSRs for CUCM and upload the private key??

No, you cannot, we will only accepts CSRs that were generated by the CUCM (or applicable) system, and will only accept the certificate that matches the private key that was used, more info here:

  • CSCta14114 Request for support of wildcard certificate in CUCM & private key import

Go to CUCM FAQ Content Table

Can I configure multiple SFTP targets for a DRS backup??

With clustering over the WAN you might want to use a local SFTP to each server so the backup doesn't have to traverse the WAN link, unfortunately, this is not possible, you can only choose one SFTP target to be used for the whole cluster.

Go to CUCM FAQ Content Table

Can I choose which servers to backup in DRS??

This goes in hand with the previous question, I cannot use a local SFTP, I'll just not backup that server, but this is also not possible. The backup will be performed for all servers in the cluster.

Go to CUCM FAQ Content Table


Will my licenses need re-hosting if I change the network configuration on PLM??

No, PLM licenses are tied to the MAC address, if that changes, then you will need to re-host the licenses. That is the reason why the PLM installation guide states to hard-code the MAC address:
See steps 2 and 3 Install Cisco Prime License Manager

PLM should warn if license request attempted with dynamic MAC address

If you're using a co-res PLM, it's also recommended to hard-code the MAC address of your CUCM or CUC to avoid license problems.

Go to CUCM FAQ Content Table

Is there an equivalent of PLM for CSR 12.x??

No, unfortunately there is no equivalent which is completely offline as PLM, you can use an offline SSMS but you would require to manually synchronize to your CSSM in order to keep your deployment running.

I show the available options in this video:

I've heard a lot of people asking for a completely offline licensing method, if you also wish to have it because you work in a very secure environment, I suggest you engage with your SE/AM to submit a PER and the business case.

Go to CUCM FAQ Content Table

If I upgrade my CUCM 9.x to 10.x or 11.x, will my licenses work??

No, they won't, the licenses are version specific and that means that you will need to engage licensing to have your old licenses converted to the upgraded version.

Go to CUCM FAQ Content Table

Can a single PLM handle licenses for different CUCM versions??

Yes, PLM has backwards compatibility. If you have an 11.x PLM it can handle licenses for 10.x and 9.x.
An older version of ELM/PLM can also handle licenses of a higher release, but in order to do that, you need to install the license definition file which enables this.

Go to CUCM FAQ Content Table


Can I DRS restore my 5K backup into a 6K, 7K or Enterprise CUCM to migrate??

No, you cannot, the DRS restore from a 5K will be tagged as a backup from a 5K platform, and it can only be restored in another CUCM 5K

Go to CUCM FAQ Content Table

How can I migrate my CUCM on a 5K to a 6K, 7K or Enterprise CUCM??

The only way to migrate the data from a 5K into any other CUCM model, is via BAT.
The whole procedure is outlined here:
BE5K_to_BE6K_Migration -- (PDG Apr30 2013).pdf

Notice that we recommend going to 9.1 as that's the latest possible release you can upgrade on MCS, but you can already do this procedure on 8.5, or 8.6. If you don't want to go all the way to 9.1, I'd recommend AT LEAST 8.6

Go to CUCM FAQ Content Table

Can I perform a jump upgrade procedure in my 5K??

No, the jump upgrade procedure from D29 does not apply to the 5K as this BE is only supported on MCS 7816 / 7828 and not on virtual platforms under any circumstance.
I recall at one point in time, if you created a large enough OVA on CUCM 6.x and 7.x releases, you could get the option to install the 5K on ESXi. I never tested it, and I would assume the developers have modified the install routine to prevent that option from showing up in VM installs.

Go to CUCM FAQ Content Table


Can I run 3rd party apps on my BE 6K server??

The answer is, it depends on your ESXi licensing. If you bought the FND license, or are using the default HYP license that comes with 6K, you're bound to only a small set of apps. Read here:
Cisco Business Edition 6000 and Cisco Business Edition 7000 Co-residency Policy Requirements
The following PDF outlines some of the common apps you may want to use:
Third-Party Applications for Cisco Business Edition 6000

If you bought, or are using a pre-owned ESXi bought license (Standard, Enterprise or Enterprise Plus), then you follow the general co-res policies outlined here:
Unified Communications Virtualization Sizing Guidelines

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Can I cluster my CUCM BE6K??

Yes, the first server MUST be a Cisco 6K server, all other servers can be UC on UCS TRC / specs-based, or 3rd party specs-based. You can go up to 8 SUBs + 1 PUB, but NEVER beyond the limitations (users / devices) of the 6K solution.

Go to CUCM FAQ Content Table

Can I use 3rd party SW for a 6K??

No, you cannot, the 6K offering is a HW / SW bundle from Cisco and it's a TRC. Any install on 3rd party HW, is simply considered a 3rd party specs based deployment, and is not considered to be any of the bundled options that Cisco offers.
HOWEVER this is the 1st server I'm talking about, if you bought a 6K offering on the UCS C2XX (models change over time, whatever model was offered at the time you bought it) and you want to add redundancy to it, on a TRC, Specs based TRC or 3rd party specs based, you can do it, so long the 1st server in the cluster is a 6K, and you remain within the user / devices limitation of that server, depending if it's a medium or large 6K.

Go to CUCM FAQ Content Table

Reference links

Cisco Business Edition 6000 on
Cisco Business Edition 6000 Solutions Data Sheet

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BE 6Ks

What applications are supported on a BE 6Ks??

At the time I'm wiring this, it comes with:

  • CUCM
  • IM&P
  • CUC
  • Paging Server
  • Prime Collaboration Provisioning

Go to CUCM FAQ Content Table

Can I swap any of the above apps for others??

No, right now (April 23th, 2015) you're NOT allowed to swap any of the above 5 apps for any others, doing so, will turn your BE 6Ks into not supported.
AFAIK, this will probably change some time in the future, I'll update this when that happens

Go to CUCM FAQ Content Table

If I want to use another application, like CUACA, what can I do??

You're allowed to integrate other apps with the 6Ks apps, but you will need a separate UCS / 3rd party specs based where to install this apps.

Go to CUCM FAQ Content Table

Can I join to another CUCM cluster for redundancy??

Yes, you can cluster the BE 6Ks with another 6K solution (or 7K or standalone), with the HUGE CAVEAT that you will have to follow the limitations from the 6Ks regarding users and devices, even if you're clustering with a 10K OVA, you are still limited to 150 users and 300 devices limit.

Go to CUCM FAQ Content Table

Do the apps from the 6Ks offer the same functionality from a 6K or 7K??

Yes, for the most part, the only app that has a limit is CUC, as Unified Messaging / Single Inbox is not available due to the low speed CPU which is used

UPDATE 21/9/2015: this has probably changed about a month ago, but I'm just posting here, right now, you have the option to use the 2 vCPU CUC OVA to get SIB/UM, AT THE COST of not using other of the 4 apps a 6KS supports, the virtualization wiki has been updated to reflect this change:
Notes on 1000 user 2vcpu VM configuration

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Is there going to be a 6Ks on ISR 4XXX platforms??

The answer on April 23th, 2015 is: NO
This might change in the future, any partner interested in seeing this, reach your AM to provide feedback for this to happen.

UPDATED 6/7/2018
Currently there is an offering which is the BE 4000 which is going to replace the BE 6Ks, see more info here BE 4000

Go to CUCM FAQ Content Table

Can I provide redundancy to my BE 6KS with another CUCM cluster??

No, just as with any other CUCM deployment model, besides their own CUCM groups redundancy, the next level would be SRST redundancy.

Go to CUCM FAQ Content Table

How to configure a 6Ks??

I don't have one to test with, and to configure from the ground up, but I managed to get a sample configuration from one.
Not sure how current that configuration is with what you would get if you ordered one today, but it's still better than nothing.

This are the most relevant bits of the config from the sample I got:

hostname BE6000S

ip dhcp excluded-address
ip dhcp pool BE6000S-Preconfigured-S1
 import all
 option 150 ip 
 lease 0 2

ip domain name
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip host
ip cef
no ipv6 cef
multilink bundle-name authenticated

voice service voip
 ip address trusted list
 no supplementary-service sip moved-temporarily
 no supplementary-service sip refer
 no supplementary-service sip handle-replaces
 fax protocol t38 version 0 ls-redundancy 0 hs-redundancy 0 fallback none
 no fax-relay sg3-to-g3
 modem passthrough nse codec g711ulaw
  bind control source-interface BVI1
  bind media source-interface BVI1
  asymmetric payload full
  no update-callerid

interface GigabitEthernet0/0
 description $ETH-LAN$$ETH-SW-LAUNCH$$INTF-INFO-GE 0/0$
 ip address
 duplex auto
 speed auto

interface ucse1/0
 description Internal interface connected to UCSE Port 0
 ip unnumbered GigabitEthernet0/0
 imc ip address default-gateway 
 imc access-port shared-lom console

interface ucse1/1
 description Internal switch interface connected to UCSE Port 1
 switchport mode trunk
 no ip address

interface BVI1
 description Bridge interface providing access to router and UCSE module.
 ip address dhcp

ip dns server
ip route ucse1/0

Cisco Business Edition 6000S

This appliance has been preconfigured for your convenience.  You may manage
this system locally via console, or by connecting to through
interface GigabitEthernet 0/1 using Telnet, SSH or Cisco Configuration
Professional (Cisco CP) via HTTP. DHCP is enabled for client configuration.

For initial access, log in with user name "admin" and password "password".
These credentials may be used for the first log in ONLY.  If you log out
without creating a new user name, you may not be able to log in again.

As you can see from the above, it appears the actual configuration for most of the apps, module, ESXi, etc. are already in place. You just need to connect to ESXi via vSphere and directly connect to the applications.

The UCS-E module I haven't worked with, I did find some guides for the install and config that might help you, it should not be that necessary, as the 6Ks should come with all this pre-configured

Go to CUCM FAQ Content Table


What limitations do I have with a 7K??

None, 7K is merely a marketing term, you can deploy a full blown CUCM on a 7K and you would only need to follow the regular SRND limitations.

Go to CUCM FAQ Content Table


How do I get the SME image to install it??

There is no special image for SME, the SME is simply a regular CUCM install with no phones installed which sole purpose is to handle the dial plan and only have trunks to other CUCM clusters, 3rd party PBXs, or PSTN.

Go to CUCM FAQ Content Table

How do I license my SME??

SME requires no license, you can simply add the CUCM server to your ELM / PLM server and that would be it, if for any reason you want to use the co-res ELM / PLM to handle only SME, you can order a "SME License" which will be a license with just a few users in it so your SME is considered to be in a valid licensing situation.

UPDATED 6/7/2018
Cisco Unified Communications Solutions Ordering Guide 10.x, 11.x and 12.x

Review section/chapter 7 of the above guide for the most up to date info on licensing your SME.

For 9.X/10.X SME systems – no software or node licenses are required, and session licenses are issued as RTU certificates (paper licenses). A SME 9.X/10.X does not require physically installed licenses. However, a SME 9.X/10.X is required to be managed by a registered Enterprise License Manager (ELM) or Cisco Prime License Manager (Cisco Prime LM)

  1. A customer can add a SME system to their product inventory for an ELM/Cisco Prime LM already registered for the customer’s existing CUCM or CUC systems.
  2. A customer can request to register a separate ELM/Cisco Prime LM – only for their registered SME. This is done by contacting and requesting licenses to register there SME ELM/Cisco Prime LM. A nominal amount of UCL Essential licenses will be issued in order to register a separate ELM/Cisco Prime LM used only for SME.

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