Attendant Consoles FAQ
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Where do I download the ACs??
You can go to http://cisco.com/go/ac to download the AC images and request your licensing.
Compatibility with CUCM, where is it??
Another very simple question I see a LOT, that documentation already addresses:
Maintain and Operate Guides
Review the Installation and configuration guide for the version you're interested in the above link, there's a chapter on CUCM compatibility included.
Q: But I don't see my CUCM version listed for my AC version
A: That means it's NOT supported, review the same for a higher release and it should be listed
Can I deploy AC solutions across the WAN??
Yes it is supported over the WAN.
- CUAC Client should have no more than a RTT of 150ms to the CUAC servers
- CUAC servers should have no more than a RTT of 80ms to the CUCM
- It is also important that the time on the Publisher and Subscriber CUAC servers are the same, they need to match in order for failover to work correctly.
Are there any other alternatives for AC??
Yes, there are 3rd party alternatives for AC:
- Bridge Operator Console from Bridge Communications
- AND DESKTOP ATTENDANT CONSOLE
- "Console" - Attendant Console for Cisco UC Software
- Blue's Attendant
Is it possible to upgrade from CUEAC to CUBAC to Cisco Unified Attendant Console Standard??
No, migration from Cisco UAC Premium, Enterprise and Business Edition to Cisco UAC Standard is not supported. You’ll need to migrate to CUACA (Advanced version). Information on how to upgrade is included in Appendix F below:
Is it possible for the operators to put calls on hold and retrieve the longest idle call using the arrow down /page down keys on their keyboard??
Unfortunately this is not possible, the users will need to use the mouse or hit F5 then the arrow down to the longest-waiting call. By default, hitting the down key will select the last call put on hold.
Does CUAC Standard support MOC / Lync integration?
No, only CUAC Advanced supports MOC / Lync integration, the Standard versions supports only IM&P integration.
How to install TSP??
Ideally CUACS client should download and install the TSP from CUCM automatically, but I've had several instances on which that failed, and I had to install the TSP manually. Usually the error is that my line is not controllable.
You can find TSP under CCMadmin -> Application -> Plugins -> Find and download the Cisco TAPI 64-bit Client (or 32 bit client) as required by your system. It will ask you for some information about the CUCM server and integration:
- Under the User tab, use the application user you created and associated the phones with
- Under CTI manager, type in the IP / Hostname of your server(s)
- Under Security, leave all blank, but the TFTP Server IP Address, type in a valid TFTP from your cluster.
You can try to avoid any problems downloading the TSP by doing the following:
- Open Internet Explorer -> Tools -> Internet Options
- Select "Advanced" in the Internet Options screen.
- Look for the Security options within the screen, uncheck the following two:
- Check for publisher certificate revocation.
- Check for server certificate revocation
- Click OK
Then you can try to install the CUACS client.
Calls are not held when attempting to transfer with CUACS 10.6??
Currently, that's because the system is Working As Designed (WAD)
There is an enhancement request for this: CSCus15387 CUAC Standard 10.5 - Transfer Menu Should Place Caller on Hold or Mute
Why am I unable to load the directory??
You might be running into a common issue, if you go to File -> Options -> Configuration and fill in with the correct credentials, and you get "CUCM test connection is failed. Please re-check the connection details and try again.", you might be hitting a bug.
- CSCuq54731 AsCUCMAXL.dll file marked as Virus on CUAC-Standard 10.5 Install
How many clients can I have??
For presence, since each user will be using their own personal credentials, this won't cause any load on the IM&P servers, it would only become a problem if hundreds of users are using the same credentials, which is not the recommended setting. Having each user use their own credentials will make sure that the load is distributed.
There is no fixed limit on how many contacts the client can store in the directory, at least not technically speaking. The "recommended" directory size, from tests by the AC BU, would be 5,000 contacts. But once again, there is nothing in the product that would prevent you from going over that number. If you have a large number of CUACS, and are syncing more than 5,000 contacts directories from UCM, then it's recommended to set the sync to happen infrequently, possibly once a day upon launch, and try to make sure they not login at the same time to avoid causing strain to the CUCM server.
UCM Application User and CTI Resources
What about all 500 UAC Standard installations using the same UCM Application User for their TSP client? Will this put a strain on UCM’s CTI resources?
Answer: No. This is not a consideration. UCM’s CTI resources will be fine.
How is CUACS licensed??
CUACS is licensed per console, once you install the client, a unique key is generated, and that key needs to be used to generate the license which you will install, and will only be valid on that particular machine.
If you wish to have 5 clients, but only use 3 at any given time, you'd still need to pay for the 5 CUACS licenses.
Is SQL 2014 supported for CUACA 10.5.2??
There is some confusion as the guides do not mention the same versions:
Cisco Unified Attendant Console Advanced Design Guide
In line with its support for both 64-bit and 32-bit Windows (both Windows 2008 and Windows 2012), Cisco Unified Attendant Console Advanced supports both 64-bit and 32-bit SQL Server. SQL 2008 and SQL 2012 are supported. Details of the SQL Server versions supported by each release of Cisco Unified Attendant Console Advanced are listed in the Administration and Installation Guide and the Release Notes.
One of the following databases:
- Microsoft SQL Server 2008 Express, Standard or Enterprise (32-bit or 64-bit)
- Microsoft SQL Server 2008 R2 Express, Standard or Enterprise (32-bit or 64-bit)
- Microsoft SQL Server 2008 SP3 Express, Standard or Enterprise (32-bit or 64-bit)
- Microsoft SQL Server 2012 Express, Standard or Enterprise (32-bit or 64-bit)
- Microsoft SQL Server 2014 Express, Standard or Enterprise (32-bit or 64-bit)
However the AC team has confirmed that CUACA 10.5.2 does support SQL Server 2014
Why do calls directed to the operator DN cannot be put on hold, parked, or transferred??
When you're calling the operator directly, the console will use Web Admin > User Configuration > General Properties > Default Queue Device Group. Make sure the group selected, contains devices. Confirm by going to System Configuration > Queue Device Groups > and that the operator has the partition of the referenced devices within their CSS. It would appear that there is a empty queue device group specified as the default which would result in the noted behaviors. This can also lead to further issues, thus it is recommended that you delete any empty queue device groups and properly specify a default.
What happens if someone calls my DN directly, and another call arrives via AC??
You will need to answer the direct call, before you can do anything with the AC call. This is WAD. Since AC will monitor the line, and will detect it's busy, it won't extend the call to the DN. If the operator answers the call ringing on their line and moves that call to calls in progress window then they can process the call ringing in queue. Adjusting queue prioritization will not change this behavior. You probably want to:
- Configure her DN as a queue
- Make sure her DN is not reachable directly
- Provide her a secondary DN for calls.
Can I deploy CUACA in HA mode over the WAN??
Yes, you only need to follow the BW and latency requirements outlined in the design guide:
Communication critical to Cisco Unified Attendant Console Advanced are the messages between the server and the Clients (attendants). Cisco Unified Attendant Console Advanced supports a maximumlatency of 150m/s Round Trip Time (RTT) between any Client and the server, and you should ensure that this is achievable in your network.
The maximum RTT for communication between the Cisco Unified Attendant Console Advanced Publisher and Subscriber is 150ms. The maximum RTT for TAPI communication between Cisco Unified Attendant Console Advanced and Cisco Unified Communications Manager is 80ms.
There is no fixed BW requirement between the consoles as there is for other UC apps.
How do I change the IP/hostname of a CUACA server??
This procedure involves changing several entries in the registry, it's STRONGLY recommended to backup you registry before any changes
You can find the procedure outlined here:
Maintain and Operate Guides under the Appendix F, Updating the Cisco Unified Attendant Console Advanced Server Host Name
Does CUACA support a multi-domain/flexible JID integration with IM&P??
Unfortunately it does not support this, from what I know, this should come in a future release, but right now, there's no way to drop the domain on CUACA.
A possible workaround is to map the User Profile attribute in CUACA to a field in AD that has the LFH of the URI, but not the RHS (the domain). The caveat, is that this would need to be populated for all the users.
Some details on why this is currently not possible, the integration from CUACA to IM&P is very basic.
CUACA composes the sip request using the defined user field in the console + either the proxy domain (webadmin > Engineering > CUPS Connectivity > Proxy Domain) OR CUPS IP/FQDN (webadmin > Engineering > CUPS Connectivity > CUPS IP or FQDN, which means this is limited to a single domain.
If you're interested in this feature, reach out to your SE/AM and submit a PER so it's considered for a future release.
Can I migrate the speed dials from previous AC releases to CUACA??
I've been getting this question a lot lately, but unfortunately this is not possible, the speed dials are in the DB of AC, and the schema of the DB between the old releases and CUACA is not the same.
Can I migrate the configuration of previous AC releases to CUACA??
No, for the same reason as the above question, the DB schema was changed. The viable option is to upgrade your old AC release to CUACA to keep all your information, as the upgrade will move the information to the new DB schema.
Can I migrate my speed dials??
Unfortunately this is not currently possible, there is an enhancement request for this:
Add ability to import / modify user speed dials via CSV at a cleint or server level
How is CUACA licensed??
CUACA is also licensed per client, but unlike CUACS, the license is not tied to the client where the AC runs, but they are pooled directly in the CUACA server, which means you can install more clients than licenses. If you have 10 licenses but 15 clients installed, only the first 10 clients who login would work, the remaining 5 would not be able to use their console until another user logs out and frees one license.
Why do transferred calls show a CTI port as the CLID??
This has to do with the way CUACA works, and the call reversion / recall feature.
This is a setting from the console preferences: Options > Preferences > Advanced >
The difference between having it set to all calls vs no calls, is the involvement of a CUAC Service Device. - With it set to No Calls, the user is transferred directly to an end party (which rules out the ability to recall the call). - With it set to all calls, a transfer is setup like a consult transfer between the transferred to party and the calling party, with the CTI port being the host. Once the parties are connected the CTI Port joins the calls and drops the conference.
If you wish for the ringing CID to illustrate the calling party, the value would need to be set to No Calls. However, by doing so, you remove the ability to recall the call, this is an scenario in which you need to choose between the two features as they cannot work at the same time.
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