Hosts the HTTP services that run on the manager phone. Hosts the web pages that the manager uses for configuration pages.
Cisco CallManager Features and Services Guide OL-4660-01
Contains the routing logic that applies filters on an incoming call for a manager. See Figure 2-2. Communicates to a Cisco CallManager cluster through the Cisco CTIManager for third-party call control. Cisco IPMA requires only one CTI connection for all users in a cluster. Accesses data from the database and directory. Supports the Assistant Console application.

Figure 2-2

Cisco IPMA Routing Logic for Proxy Line Support
Other IPMA Service Call comes to the manager

IPMA Route Point

manager Filters assistant

Div All

Manager Phone

Assistant #1 Phone

RNA IP

Assistant #2 Phone

Cisco IPMA provides support for redundancy. To achieve redundancy, you must configure a second Cisco IPMA service in the same cluster. IPMA implements redundancy by using an active/standby server model. At any time, only one IPMA server remains active and servicing all desktop applications and phones. The other server stays in a standby mode and will detect failures on the active server. When it detects a failure, the backup server takes over and becomes the active server. All connections that were active get restored on the new server, and service continues uninterrupted to the users.
If the active server fails, the Assistant Console application fails over automatically to the backup server. The desktop heartbeat interval service parameter (see the Setting the Service Parameters for Cisco IPMA section on page 2-27) determines the time that the application takes to detect failure. A shorter desktop heartbeat interval leads to faster failover. See Figure 2-3.
Figure 2-3 Cisco IPMA Redundancy
Cisco CallManager Cisco CallManager

Cisco CallManager

IPMA (Active)

IPMA (Standby)

Client requests to the backup IPMA Service are rejected
The Cisco IPMA service includes built-in security to help prevent unauthorized access to its services. The user ID and password that are collected at the desktop get encrypted before they are sent over the network. The Assistant Console blocks nonauthorized users who are posing as assistants.

Desktop Interface

Cisco IPMA supports the following desktop interfaces for managers and assistants:
Assistant Console (used for call control, log on, assistant preferences, monitoring managers call activity, keyboard shortcuts) Manager configuration (used to configure send all calls target, immediate divert target, and filters)

Administrators use Cisco CallManager Administration, User Information windows, to configure Cisco IPMA parameters for managers and assistants. See Manager Assistant Administration Interface section on page 2-8. Cisco CallManager makes all Cisco IPMA manager features available through the Cisco IP Phone, except manager configuration, which is available by using a desktop browser. Assistants use the Cisco IP Phone and a desktop application. See Manager Interfaces section on page 2-7 and Assistant Interfaces section on page 2-7. For more information about how to use the Cisco IPMA features, refer to the Cisco IP Manager Assistant User Guide.

Cisco IP Phone Interface

Assistants use softkeys to access the Cisco IPMA features, and managers use softkeys and the Cisco IP Phone Services button. For more information about how to use the Cisco IPMA Phone features, refer to the Cisco IP Manager Assistant User Guide. See Manager Interfaces section on page 2-7 and Assistant Interfaces section on page 2-7.
Cisco IPMA Database and Directory Access Architecture
The database stores all dynamic data (such as login status and selected assistant). Storing dynamic data in the database means that the backup service (in standby mode) can access state information and serve the phone from the state that it was in when the active server became inactive. The directory stores static data (such as configuration information for the manager and the assistant, divert destinations, language). When the manager or assistant logs in, the IPMA service retrieves all data that is related to the manager or assistant from the directory and database and stores it in memory.

Manager Interfaces

The manager phone makes all manager features available with the exception of Manager Configuration. Cisco IPMA automatically logs a manager into the IPMA service when the Cisco IPMA service starts. The manager can change selected assistants by using the Cisco IP Phone Services button. The manager accesses the Cisco IPMA features Assistant Watch, Do Not Disturb, Immediate Divert, Intercept Call, and Transfer to Voice Mail from the Cisco IP Phone softkeys. The state of the features Assistant Watch, Do Not Disturb, Divert All Calls, and Filtering displays in the Status Window on the Cisco IP Phone. You can enable filtering and choose filter mode by using the Cisco IP Phone Services button. Configuration of the filters occurs by using Manager Configuration. You can access the Manager Configuration on the desktop by using a web browser (see the Manager Configuration section on page 2-51). Refer to the Cisco IP Manager Assistant User Guide for more information.

Assistant Interfaces

The assistant accesses the Cisco IPMA features by using the Assistant Console application and the Cisco IP Phone. The Assistant Console, a desktop application, provides call-control functions such as answer, divert, transfer, and hold. The assistant uses the Assistant Console to log on and log off, to set up assistant preferences, and to display the manager configuration window that is used to configure manager preferences. The Assistant Console displays the assistant lines and the manager proxy lines. A proxy line specifies a phone line that appears on the assistant Cisco IP Phone. Assistants use the proxy lines to manage calls that are intended for a manager. For more information on setting up proxy lines, see the Configuring Proxy and Incoming Intercom Lines for the Assistant section on page 2-42. You can access Intercom and Distinctive Ringing on the assistant Cisco IP Phone. When the assistant logs in from the Assistant Console, the softkeys Immediate Divert and Transfer to Voice Mail become active for the proxy lines. Refer to the Cisco IP Manager Assistant User Guide for more information.

Softkeys

The Cisco IPMA feature supports softkeys such as Immediate Divert, Transfer to Voice Mail, and Do Not Disturb on the Cisco IP Phone. Softkeys appear in their appropriate call state; for example, Transfer to Voice Mail does not appear if no active calls exist. Cisco IPMA supports the following softkey templates:
Standard IPMA ManagerSupports manager for proxy mode Standard IPMA Shared Mode ManagerSupports manager for shared mode Standard IPMA AssistantSupports assistant in proxy or shared mode
Additionally, the system makes call-processing (such as hold and dial) softkeys available with the Standard User template. The administrator configures the appropriate softkey template for the devices that managers and assistants use.
The default process assigns call-processing softkey templates to devices. Administrators can create custom softkey templates in addition to using the standard softkey templates that are included in Cisco CallManager. Use Softkey Template configuration in Cisco CallManager Administration to associate softkey templates with Cisco IPMA devices and to create custom softkey templates. See Softkey Template Configuration in the Cisco CallManager Administration Guide.

Chapter 2 Installing and Activating Cisco IPMA
Installing and Activating Cisco IPMA
Cisco Tomcat loads the Cisco IPMA, a servlet. Cisco Tomcat, an NT service, gets installed and started at Cisco CallManager installation. For more information, see the Cisco IPMA Service section on page 2-3. The administrator performs three steps after installation to make Cisco IPMA available for system use:
Use Cisco CallManager Serviceability Service Activation, located on the Tools menu, to activate the Cisco IP Manager Assistant service. Refer to the Cisco CallManager Serviceability Administration Guide. Configure the applicable service parameters for the Cisco IP Manager Assistant service. See the Setting the Service Parameters for Cisco IPMA section on page 2-27. Use Tomcat Manager web page to stop and start the Cisco IPMA service. See the Starting the Cisco IPMA Service section on page 2-30.
If the managers and assistants will require Cisco IPMA features to display (on the phone and desktop) in any language other than English, verify that the locale installer is installed before configuring Cisco IPMA. Refer to the Cisco IP Telephony Locale Installer documentation.
Configuring Cisco IPMA With Proxy Line Support
For successful configuration of Cisco IPMA, review the steps in the configuration checklist, perform the system, user, and device configuration requirements, and configure the managers and assistants.
Cisco IPMA with proxy line support coexists in the same Cisco CallManager cluster with Cisco IPMA with shared line support. For configuration information about shared line support, see Configuring Cisco IPMA With Shared Line Support.
Cisco IP Manager Assistant With Proxy Line Support Configuring Cisco IPMA With Proxy Line Support
The following sections provide configuration information:
Configuration Checklist for Cisco IPMA With Proxy Line Support, page 2-15 System Configuration With Proxy Line Support, page 2-19 Setting the Service Parameters for Cisco IPMA, page 2-27 Starting the Cisco IPMA Service, page 2-30 Cisco IP Phone Service Configuration, page 2-30 Manager and Assistant Phone Configuration, page 2-31 Manager and Assistant Configuration, page 2-36

Step 5

Related Procedures and Topics Configuring Cisco IP Phones, Cisco CallManager Administration Guide
Configure manager and assistant Cisco IP Phone parameters:
Set up manager phone. Set up assistant phone. Assign a softkey template. Add a primary line. Set up voice-mail profile on primary line. Add incoming intercom line. Add speed dial for outgoing intercom targets. Subscribe to Cisco IP Phone Service, Cisco IPMA. Set user locale. Reset the phone. Manager and Assistant Phone Configuration, page 2-31 Finding a Phone, Cisco CallManager Administration Guide Updating a Phone, Cisco CallManager Administration Guide Adding a Directory Number, Cisco CallManager Administration Guide Updating a Directory Number, Cisco CallManager Administration Guide Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide

Step 6

Configure manager phone settings:

Tip

Cisco IP Phone Service Configuration, To automatically configure some of page 2-30 the manager phone settings, choose Configuring Cisco IP Phone Services, the automatic configuration check Cisco CallManager Administration Guide box on the User Information Resetting a Phone, Cisco CallManager window when configuring the Administration Guide manager. For more information, see the Manager Phones section on page 2-32.

Step 7

Related Procedures and Topics Manager and Assistant Phone Configuration, page 2-31 Finding a Phone, Cisco CallManager Administration Guide Updating a Phone, Cisco CallManager Administration Guide Adding a Directory Number, Cisco CallManager Administration Guide Configuring Speed-Dial Buttons, Cisco CallManager Administration Guide Resetting a Phone, Cisco CallManager Administration Guide
Configure assistant phone settings:
Assign a softkey template. Add a Cisco 14-button expansion module (7914). Assign the Standard IPMA Assistant phone button template. Add a primary line. Add proxy lines for each configured manager. Add incoming intercom line. Add speed dial to the incoming intercom line for each configured manager. Set user locale. Reset the phone. To automatically configure some assistant phone settings, choose the Automatic Configuration check box on the User Information window when you are configuring the assistant. For more information, see the Assistant Phones section on page 2-34.

Step 8

Configure Cisco IP Manager Assistant application:
Configuring a Manager and Assigning an Assistant for Proxy Line Mode, page 2-37 Deleting Cisco IPMA Information for the Manager, page 2-40 Configuring Proxy and Incoming Intercom Lines for the Assistant, page 2-42 Dial Rules Configuration, page 2-47

Step 19 Step 20 Step 21

Step 22
To allow the configuration process to execute, click the Submit button; otherwise, to cancel the configuration process, click the Cancel button. Upon completion, a final status window displays. The window shows the success or failure of each part of the wizard. Any errors that the configuration wizard generates get sent to the IPMAConfigWizard<year><month><day><hour><minute><second>.txt file that is located in c:\Program Files\Cisco\Trace\MA (for example, IPMAConfigWizard20020826095412.txt). With the data that is collected from the configuration windows, the wizard automatically creates the partitions, calling search spaces, route point, translation pattern, and the IPMA phone service. The wizard populates the Cisco IP Manager Assistant service parameters in the IPMA Device Configuration Defaults section of the Service Parameters Configuration window. Additionally, the wizard creates the IPMA manager phone template, the IPMA assistant phone template, and the Everyone phone template that are used by BAT to configure phones for use with Cisco IPMA. Refer to the Bulk Administration Tool User Guide for information about configuring the manager and assistant devices.
Calling Search Space and Partitions
A Cisco IPMA route point intercepts calls for the managers and determines where to route them; therefore, all calls for the managers should flow through the route point first. To accomplish the call flow, Cisco IPMA uses calling search spaces. Calls from lines that the Cisco IPMA service must route or act upon should have a calling search space that has the route point partition (you can call this partition IPMA) that is configured as the primary partition, and you can call the secondary partition the Everyone partition. See the following example.
For a manager who has multiple lines and who uses proxy line support, those lines must fall in the range covered by the route point (for example, a route point of 1xxx means that manager lines must fall in 1000 - 1999 range).

Example

A user (in Everyone partition) places a call to a manager primary line (in Manager partition). Because the partition for the originating call does not include the manager primary line, the manager line number gets searched through the calling search space. The order of priority of the partitions in the calling search space provides basis for the search. Because the user line has a calling search space that comprises IPMA and Everyone, the search for the manager primary line begins with the IPMA partition. Because the Cisco IPMA route point matches the manager primary number, the call gets presented to the route point. The Cisco IPMA service that is monitoring the route point gets the call and routes the call by using the manager settings. All lines that have calls that should go through a route point should have a calling search space that is called IPMA and Everyone. Examples of lines that require this calling search space configuration include manager primary and private lines, assistant primary line, and all other user lines. All lines that have calls that should go directly to the manager without having the routing logic applied on them should have a calling search space called Managers and Everyone. Examples of lines that require this calling search space configuration include Cisco IPMA route point, Cisco IPMA translation pattern, and assistant proxy lines. See Figure 2-4 for an example of the calling search space and partition configuration.

Figure 2-4

Cisco IPMA Calling Search Space and Partition Configuration Example for Proxy Line Support
"Manager" Partition
Manager DN = 1000 CSS=Cisco IPMA, Everyone
"Everyone" Partition
"Cisco IPMA" Partition
(3) Assistant DN = 3000 CSS = Cisco IPMA, Everyone
Route Point DN = 1xxx Managed by Cisco IPMA Service CSS = Manager, Everyone

(2) (1)

Manager Proxy Line DN = 2000 CSS = Manager, Everyone User DN = 3001 CSS = Cisco IPMA, Everyone
(1) 3001 calls 1000 (2) Cisco IPMA Service routes to 2000 (3) Assistant diverts to 1000

Configuration Tips

Create three partitions that are called Cisco IPMA, Manager, and Everyone. Create a calling search space that is called CSS-M-E, which contains the partitions Manager and Everyone. Create a calling search space that is called CSS-I-E, which contains the partitions Cisco IPMA and Everyone Configure the manager primary and private directory numbers (DN) in the partition that is called Manager. Configure all assistants lines, other users lines, and Cisco IPMA translation pattern in the partition that is called Everyone. Configure the Cisco IPMA route point in the partition that is called Cisco IPMA.

Cisco IPMA Route Point

You can have only one Cisco IPMA route point for each server. The directory numbers of Cisco IPMA route points must match the primary and private directory numbers of the manager; otherwise, the Cisco IPMA service routes calls inappropriately. Cisco recommends the use of wild cards to satisfy this condition.
Create a route point that is called IPMA_RP. Configure the directory numbers of the route point to match the primary and private directory numbers of the managers (for example, for managers whose primary directory numbers are 1000-1999, create a route point DN as 1xxx for line 1; for managers whose primary directory numbers are 2000-2999, create a route point DN as 2xxx for line 2). Configure the directory numbers in the Cisco IPMA partition with a calling search space of CSS-M-E.
Cisco IPMA Translation Pattern
The translation pattern routes calls directly to the manager if the IPMA service is not available. You must create the translation pattern with the same directory number as the Cisco IPMA route point. If it has a narrower scope than the route point, calls do not get sent to the route point and do not get handled by the Cisco IPMA service. For example, if the route point DN is 1XXX, the translation pattern DN is 10XX, and a manager primary DN is 1001, the Cisco IPMA service never handles the calls to that manager because the translation pattern will intercept them and not send them to the route point.
Create a translation pattern for each Cisco IPMA route point directory number. Configure a translation pattern with the same directory number as the route point directory number (for example, 1xxx). Use the Everyone partition. Use the calling search space CSS-M-E.
Setting the Service Parameters for Cisco IPMA
Service Parameters for the Cisco IPMA service comprise two categories: general and clusterwide. Specify clusterwide parameters once for all Cisco IPMA services. Specify general parameters for each Cisco IPMA service that is installed. Set the Cisco IPMA service parameters by using Cisco CallManager Administration to access the service parameters (Service > Service Parameters). Choose the server where the Cisco IPMA application resides and then choose the Cisco IP Manager Assistant service. Cisco IPMA includes the following service parameters that must be configured:

Before configuring the Cisco IPMA information for an assistant, you must configure the Cisco IPMA manager information and assign an assistant to the manager. See Configuring a Manager and Assigning an Assistant for Proxy Line Mode section on page 2-37.
If you want to automatically configure the proxy line on the assistant phone, configure the IPMA service parameters in the Proxy Directory Number Range and Proxy Directory Number Prefix sections.
To configure the IPMA for an assistant and assign proxy and incoming intercom lines, choose User > Global Directory. To find the user that will be the assistant, click the Search button or enter the user name in the field and click the Search button. To display user information, click the user name. The User Configuration window displays. To configure IPMA information for the assistant, click Cisco IPMA from the Application Profiles list. If this user has not been assigned to a manager as an assistant, the User Configuration window displays a message to continue configuration for a manager or cancel if the user is not a manager. Click the Cancel button. From the Device Name selection box, choose the device name to associate with the assistant. From the Intercom Line Appearance selection box, choose the incoming intercom line appearance for the assistant.

Step 6 Step 7

To view existing manager configuration information, click the manager name in the Associated Managers list. The manager IPMA configuration information displays. To return to the assistant configuration information, click the assistant name in the Assigned Assistants list on the Manager Configuration window.
Use the selection boxes in the Manager Association to Assistant Proxy Line area to assign and associate manager line numbers to the assistant line numbers.
In the Proxy Line selection box, choose the assistant line. The word Auto precedes the autogenerated proxy lines. If you want Cisco CallManager to create an autogenerated proxy line on the assistant phone, choose an autogenerated proxy line and ensure that the Automatic Configuration check box is checked.
The system automatically sets the softkey template as well as the calling search space and partition for existing proxy lines and intercom line on the basis of the Cisco IPMA service parameter settings when the Automatic Configuration check box is checked. Additionally, the system sets auto answer with speakerphone for intercom line.

Step 10 Step 11 Step 12

In the Manager Name selection box, choose the manager for whom this proxy line will apply. In the Manager Line selection box, choose the manager line for which this proxy line will apply. Click the Update button. The update takes effect immediately. If you chose automatic configuration, the assistant device automatically resets.

Configuring a Manager and Assigning an Assistant for Proxy Line Mode, page 2-37 Configuring Proxy and Incoming Intercom Lines for the Assistant, page 2-42 Deleting the Cisco IPMA Information for the Assistant, page 2-44
Cisco IP Manager Assistant With Proxy Line Support Configuring the LDAPConfig.ini File for Corporate Directory Use

Dial Rules Configuration

The administrator uses dial rules configuration to add and sort the priority of dialing rules. Dial rules for Cisco IPMA automatically strip numbers from or add numbers to telephone numbers that the assistant dials. For example, a dial rule can automatically add the digit 9 in front of a 7-digit telephone number to provide access to an outside line. The following sections provide additional information on application dial rules:
Dial Rules Configuration Design, Cisco CallManager System Guide Dial Rules Configuration Error Checking, Cisco CallManager System Guide Adding a Dial Rule, Cisco CallManager Administration Guide
Configuring the LDAPConfig.ini File for Corporate Directory Use
Cisco CallManager provides a default directory that the assistant accesses from the Assistant Console. If the assistant needs access to a corporate directory (accessing Cisco CallManager interclusters), you must update the LDAPConfig.ini file and store it on the primary and backup IPMA servers. Perform the following procedure to configure the LDAPConfig.ini file to access a corporate directory.
To access the LDAPConfig.ini file, go to the following directory: C:\Program Files\Cisco\MA\LDAPConfig.ini With the file open, edit the fields that are described in Table 2-2. To access the corporate directory, you must update the following fields in the LDAPConfig.ini file:
COMMON_NAME DEPARTMENT SEARCH_CN
Chapter 2 Configuring the LDAPConfig.ini File for Corporate Directory Use

LDAP_URL SEARCH_BASE

Table 2-2
LDAPConfig.ini Configuration Settings

Directory Attributes

Description Default specifies givenname, the first name attribute as defined in the directory schema. Default specifies middleinitial, the middle name attribute as defined in the directory schema. Default specifies sn, the last name attribute as defined in the directory schema. Default specifies cn, the common name or nickname attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using a nickname (for example, Bob, instead of Robert).

FIRST_NAME= MIDDLE_INITIALS= LAST_NAME= COMMON_NAME=
TELEPHONE_NUMBER= Default specifies telephonenumber, the telephone number attribute as defined in the directory schema. USERID= DEPARTMENT= Default specifies uid, the user ID attribute as defined in the directory schema. Default specifies departmentnumber, the department number or name attribute as defined in the directory schema. Configure this field if you want the user to be able to search the directory by using the department name or number. Default specifies 2. By default, the IPMA software keeps two live directory connections for directory searches. If more than two directory connections are required, increase the number.

Connection Details

MAX_DIR_ CONNECTION=
Cisco IP Manager Assistant With Proxy Line Support Providing Information to Cisco IPMA Managers and Assistants
LDAPConfig.ini Configuration Settings (continued)
Field INITIAL_DIR_ CONNECTION= SEARCHSIZE= MAX_TIME_LIMIT= SEARCH_CN=
Description Default specifies two. Default specifies 25. Do not change this limit. Default specifies zero (no time limit) seconds to return a search. Default specifies true. Set this field to true if you want the user to search the directory by using the common name (nickname). The value that you enter in the COMMON_NAME field specifies the nickname. Leave this field blank if the directory allows anonymous searches. If anonymous searches are not allowed, ensure that this field contains a setting similar to cn=CCM SysUser,ou=Users,o=<company.com> This field specifies the password of the MANAGER_DN defined. Ensure that this field always contains a URL address and port number of the corporate directory. The URL address uses the format ldap://ldap.<company.com:port#> Default specifies ou=active,ou=employees,ou=people, o=<company.com> as the search base for the users.

MANAGER_DN=

MANAGER_PASSWORD = LDAP_URL=

SEARCH_BASE=

Providing Information to Cisco IPMA Managers and Assistants
Install the assistant console application for Cisco IPMA by accessing a URL. The administrator sends the URL, in the Installing the Assistant Console Application section on page 2-50, to the assistant.
Chapter 2 Providing Information to Cisco IPMA Managers and Assistants
The assistant console application installation program supports Netscape 4.7 and 6.7 and Internet Explorer 5.5 and 6.
Installing the Assistant Console Application
Begin the installation by accessing the following URL: http://<IPMA server>/ma/Install/IPMAConsoleInstall.jsp where IPMA server specifies the IP address of the server that has the IPMA service running on it.
You can localize the installer (with the proper localization pack) by including the proper parameter on the URL; for example, for French, you would include the following parameter at the end of the URL:?locale=french_france. The assistant console installation package for Cisco IPMA resides in the directory C:\Program Files\Cisco\Tomcat\webapps\ma\Install\Package. The installation package contains a script file, installscript.txt, which controls the installation. To change the behavior of the assistant console installation for Cisco IPMA, the administrator may modify the script file.

To install the Assistant Console application on a computer with Microsoft IE version 6 on Windows XP, install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the Assistant Console installation. See Appendix A, Troubleshooting Features and Services, for more information.

Script File Parameters

You can change the following parameters:
ShowTraceDefault specifies false. If this parameter is set to true, detailed information about the progress of the installation gets presented to the administrator as a scrolling log that is used for debugging installation issues. The trace that is presented here also gets written to the InstallLog.txt file that the install places on the client computer. ShowDialogDefault specifies false. The administrator may want to change this parameter most often. If this parameter is set to false, the installation dialog does not display. The installation dialog may display to allow the administrator to choose the directory where the assistant console for Cisco IPMA will be installed and whether the desktop and start menu shortcuts will be created. DefaultInstallPathThe path of the directory where the assistant console software gets installed. The default specifies the following path: C:\Program Files\Cisco\IPMA Assistant Console\. CreateDesktopShortcutDefault specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created on the assistant console desktop. If ShowDialog is true, this parameter determines the default state of the Desktop Shortcut option in the installation dialog. CreateStartMenuShortcutDefault specifies true. If ShowDialog is false, this parameter determines whether a shortcut is created in the Start menu (Start > Programs > Cisco IPMA > IPMA Assistant Console). If ShowDialog is true, this parameter determines the default state of the Start menu shortcut option in the installation dialog.

Manager Configuration

Managers can customize their feature preferences from the Manager Configuration window by using the following URL: http://<IPMA server>/ma/desktop/maLogin.jsp where IPMA server specifies the IP address of the server that has the Cisco IPMA service running on it.
Chapter 2 Troubleshooting Cisco IPMA

The Manager Configuration only supports Microsoft Internet Explorer 5.5 and above. The administrator must send this URL to the manager.
Troubleshooting Cisco IPMA
Cisco IPMA provides troubleshooting tools for the administrator. Tools include performance counters and alarms, which are part of Cisco CallManager Serviceability. For more information about performance counters and alarms, refer to the Cisco CallManager Serviceability System Guide and the Cisco CallManager Serviceability Administration Guide. For information about troubleshooting tools, error messages, and how to recover from Cisco IPMA problems, see Appendix A, Troubleshooting Features and Services.
Where to Find More Information
Softkey Templates, Cisco CallManager System Guide Cisco IP Manager Assistant With Shared Line Support
Additional Cisco Documentation
Cisco IP Manager Assistant User Guide Cisco CallManager Administration Guide Cisco CallManager Serviceability Administration Guide Cisco CallManager Serviceability System Guide Bulk Administration Tool User Guide for Cisco CallManager Troubleshooting Guide for Cisco CallManager

C H A P T E R

Working with Cisco IP Manager Assistant
BAT supports the Cisco IP Manager Assistant (IPMA) feature in Cisco CallManager. BAT allows you to add, update, and delete managers or assistants.
Cisco IPMA feature only works with Cisco IP Phone models 7940 and 7960. Reference the following documentation for further information related to Cisco IPMA.
Cisco CallManager Features and Services Guide Cisco IP Manager Assistant User Guide
Setting up the Phones and Lines for Use with Cisco IPMA
You can use BAT to set up the phones that are used by the managers or assistants. Before using BAT to create manager-assistant association, you will need to run the IPMA Configuration wizard on the BAT server, delete manager or assistant phones that are currently configured for a normal user, and reinsert managers and assistants phones by using the new phone templates that were created by the IPMA Configuration wizard. Follow the appropriate procedures for setting up new phones or existing phones.
Bulk Administration Tool User Guide 78-15402-01
Chapter 6 Setting up the Phones and Lines for Use with Cisco IPMA

Before You Begin

You must set up and configure the phones, route points, partitions, and calling search space for managers and assistants. Cisco recommends that you use IPMA Configuration Wizard to set up and configure phone services, route points, partitions, and calling search space. Refer to the Cisco CallManager Features and Services Guide for more information on the IPMA configuration wizard.
The IPMA configuration wizard can only be use one time to set up the phones, route points, partitions and calling search space. Once setup is completed, the IPMA configuration wizard will only allow you to view your configuration.
Setting Up Lines on New Phones
Use the following procedures to set up new manager and assistant phones.
Procedure for Setting Up Manager Phones

Step 1

(Optional) The IPMA Manager Phone template that was created by the IPMA configuration wizard sets the defaults that are specified in Table 6-1. Edit the template fields as needed by choosing Configure > Template > Phone and choosing the IPMA Manager Phone template. You may want to make a copy of the template before you edit the template fields. Create the CSV file for new manager phones by following the IPMA Manager phone template. Insert Manager phone by using the IPMA Manager Phone template.

Step 2 Step 3

Procedure for Setting Up Assistant Phones
(Optional) The IPMA Assistant Phone template that was created by the IPMA configuration wizard sets the defaults that are specified in Table 6-2. Edit the template field as needed by choosing Configure > Template > Phone and choosing the IPMA Assistant Phone template. You may want to make a copy of the template before you edit the template fields.
Bulk Administration Tool User Guide

78-15402-01

Chapter 6
Working with Cisco IP Manager Assistant Setting up the Phones and Lines for Use with Cisco IPMA
Create the CSV file for new Assistant phones by following the IPMA Assistant phone template. Insert Assistant phone by using the IPMA Assistant Phone template.
Setting Up Lines on Existing Phones
Use the procedure in Chapter 3, Adding Lines to Existing Phones to set up manager and assistant phones on existing phones.and choose the IPMA Manager or IPMA Assistant Phone template. The IPMA Manager Phone template that was created by the IPMA configuration wizard sets the defaults that are specified in Table 6-1. The IPMA Assistant Phone template that was created by the IPMA configuration wizard sets the defaults that are specified in Table 6-2.
If you changed the default parameter in the IPMA configuration wizard, remember to use the name you specified for the different fields when you are editing the template.

Default Settings for Manager Phone Template

Table 6-1

Field Softkey template Phone Button Template Line1
Default Value Standard IPMA Manager Standard Cisco 7960 (2 lines) Primary Line
CSS = Generated_IPMA_CSS_I_E Partition = Generated_IPMA_Managers CSS = Generated_IPMA_CSS_I_E Partition = Generated_IPMA_Everyone Also configure Auto Answer with Speaker Phone or headset option.

Line 2

Incoming Intercom Line

Services

IPMA Service
Chapter 6 Creating the CSV File for Manager-Assistant Associations

Table 6-2

Default Setting for Assistant Phone Template
Field Softkey template Phone Button Template Expansion Module 1 Line1 (On Cisco 7960) Line 2 - Line 6 (On Expansion Module) Line 7 (On Expansion Module)
Default Value Standard IPMA Assistant Standard 7960 with 1 configured line 14-Button Expansion Module with 6 Configured Lines template Primary Line
CSS = Generated_IPMA_CSS_I_E Partition = Generated_IPMA_Everyone CSS = IPMA_CSS_M_E Partition = Generated_IPMA_Everyone CSS = Generated_IPMA_CSS_I_E Partition = Generated_IPMA_Everyone Also configure Auto Answer with Speaker Phone or headset option.
Proxy Line 1 - 5 with each proxy line defaulted to

Intercom Line

Creating the CSV File for Manager-Assistant Associations
BAT includes a Microsoft Excel file (BAT.xlt) that provides data file templates with macros and error checking and exports the values into a CSV file for use when you are adding, updating, or deleting manager-assistant associations.

Related Topics

Creating a CSV File for Manager-Assistant Association by Using BAT.xlt, page 6-5 Creating a Text-Based CSV File for Manager-Assistant Association, page 6-8 Deleting Manager-Assistant from Cisco CallManager, page 6-15
Working with Cisco IP Manager Assistant Creating the CSV File for Manager-Assistant Associations
Creating a CSV File for Manager-Assistant Association by Using BAT.xlt
Use the following procedures to create the CSV file for inserting, updating, and deleting manager-assistant association. If you want to create manager-assistant association with default line configuration, follow the procedure for creating default manager-assistant files. Table 6-3 and Table 6-4 list the default line configuarations for the manager and assistant. If you want to assign proxy lines that do not follow the default line configuration, follow the procedure for creating custom manager-assistant files. BAT uses the information that you provide here to assign assistants to a manager in the Cisco CallManager database.

Procedure for Creating Default Manager-Assistant Files
The BAT.xlt file resides on the publisher database server; however, you normally would not have Microsoft Excel installed on the publisher database server. In that case, you must copy the file from the publisher database server and move it to the local machine, which must have Microsoft Excel installed. Using a floppy disk or a mapped network drive, open the path C:\CiscoWebs\BAT\ExcelTemplate on the publisher database server and copy the file BAT.xlt to a local machine where Microsoft Excel is installed.
Step 2 Step 3 Step 4 Step 5
Double-click BAT.xlt. When prompted, click Enable Macros button. Click the Default Managers-Assistants tab at the bottom of the sheet to create the manager-assistant association. Scroll to the right side of the template until you see the radio buttons for One manager, multiple assistants and One assistant, multiple managers. Choose One manager, multiple assistants if you want to assign multiple assistants to a manager or One assistant, multiple managers if you want to assign an assistant to one or more managers. Complete all mandatory fields and any relevant, optional fields.

Step 6

Caution
The system treats blank rows in the spreadsheet as End of File and discards subsequent records.
If you choose the One manager, multiple assistants radio button, enter the following information in each row:
In the ManagerID field, enter the userID of the manager, up to 30 characters. In the AssistantID # field, enter the user IDs for the assistants to whom the manager will be associated, up to 30 characters. The # symbol represents the number of assistants that will be assigned to a manager.
Click the Add more Assistants button if you want to add more assistants. If you choose the One assistant, multiple managers radio button, enter the following information in each row:
In the AssistantID field, enter the userID of the assistant, up to 30 characters. In the ManagerID # field, enter the user IDs for the managers to whom the assistant will be associated, up to 30 characters. The # symbol represents the number of managers that will be assigned to an assistant.

Note Step 7

Click the Add more Managers button if you want to add more managers.
Click the Insert or Delete button to choose the type of operation to perform.
Use the insert operation if you want to create new manager-assistant association. Use the delete operation if you want to delete a manager or an assistant from a manager-assistant association.

Step 8

Click Export to BAT Format button to transfer the data from the BAT Excel spreadsheet into a CSV file. The system saves the file to C:\XLSDataFiles (or to your choice of another existing folder) as <type of operation>ManagerAssistants#timestamp.txt (or to your choice of file name)

where <type of operation> specifies the type of operation that was chosen in Step 7, and timestamp represents the precise date and time that the file was created.

Step 9

To be accessed by BAT, the CSV file must reside on the publisher database server; however, you normally would not have Microsoft Excel running on the publisher database server. This step assumes that you have saved the CSV file to the local machine (not the publisher database server). In that case, you must copy the file to publisher database server. Using a floppy disk or a mapped network drive, copy the CSV file from C:\XLSDataFiles to the following folder on the server that is running the publisher database for Cisco CallManager based on the chosen operation:
Insert or Updates C:\BATFiles\ManagersAssistants\Insert. Delete C:\BATFiles\ManagersAssistants\Delete.
For information on how to read the exported CSV file, click the link to View Sample File in the Insert Managers/Assistants.
Procedure for Creating Custom Manager-Assistant Files
Double-click BAT.xlt. When prompted, click Enable Macros button. Click the Custom Managers-Assistants tab at the bottom of the sheet to create the manager-assistant association. Scroll to the right side of the template until you see Number of Proxy Lines box. In that box, enter the number of proxy lines that you will be assigning to an assistant. Complete all mandatory fields and any relevant, optional fields.
Click Export to BAT Format button to transfer the data from the BAT Excel spreadsheet into a CSV file. The system saves the file to C:\XLSDataFiles (or to your choice of another existing folder) as Custom Manager-Assistants#timestamp.txt (or to your choice of file name). To be accessed by BAT, the CSV file must reside on the publisher database server; however, you normally would not have Microsoft Excel running on the publisher database server. This step assumes that you have saved the CSV file to the local machine (not the publisher database server). In that case, you must copy the file to publisher database server. Using a floppy disk or a mapped network drive, copy the CSV file from C:\XLSDataFiles to C:\BATFiles\ManagersAssistants\Insert on the server that is running the publisher database for Cisco CallManager. For information on how to read the exported CSV file, click the link to View Sample File in the Insert Managers/Assistants page.

Step 7

Creating a Text-Based CSV File for Manager-Assistant Association

If you do not use the BAT.xlt file for data input when you assign assistants to a manager, you must create the comma separated values (CSV) file by using lines of ASCII text with values separated by commas. If you created the CSV file by using the BAT.xlt file, you can skip the following procedure in this section.
Use BAT.xlt to input data because data validation is performed on that file. The CSV file provides a common textual way of providing tabular information. You can create a data file by using any file format, such as Microsoft Notepad. Save the CSV file to C:\BATFiles\ManagersAssistants\Insert on the server that is running the publisher database for Cisco CallManager. Use this procedure to create a CSV text file for users.

Procedure

Step 1 Step 2
Open a text editor (such as Notepad) or any application that allows you to export or create a CSV file. Using a separate line for each manager-assistants association, enter the values for each manager-assistant that you want to add to Cisco CallManager. See Tips for Creating a Text-Based CSV File, page 6-10, for detailed information about the formatting that you must use in the text-based CSV file.
Do not leave blank rows in the spreadsheet. BAT interprets a blank line as the end of the file and discards any subsequent information.
You can assign multiple assistants to a manager by entering the userIDs of the manager and assistants separated by a comma at the end of the record.

Step 3

Save the CSV file in the following folder on the server that is running the publisher database for Cisco CallManager based on the type of operation:
For Inserts or Updates C:\BATFiles\ManagersAssistants\Insert. For Deletes C:\BATFiles\ManagersAssistants\Delete.
You cannot use CSV files for manager-assistant that are saved anywhere but the specific folder that is designated for the specific operation. For example if you want to insert new manager-assistant association, you must save the CSV file in C:\BATFiles\ManagersAssistants\Insert on the server that is running the publisher database for Cisco CallManager for BAT inserts.
Chapter 6 Adding or Modifying Manager-Assistant Associations
Tips for Creating a Text-Based CSV File
The following example format and samples show the field length and string types. Use the UserID of the manager for the Manager ID and the userID of the assistant for the Assistant ID. Default Manager-Assistant Association ManagerID(Mandatory, 1to 30 characters),AssistantID 1(Mandatory, 1to 30 characters),AssistantID 2 (Mandatory, 1 to 30 characters).AssistantID #(Mandatory, 1to 30 characters)

Example

Johns,Mikeh,Larryh
Custom Manager-Assistant Association ManagerID(Mandatory, 1to 30 characters),Device Name (Optional, 15 characters),Intercom DN (Optional, 1 to 24 characters),Assistant User ID(Mandatory, 1 to 30 characters),Device Name (Optional, 15 characters),Intercom DN (Optional, 1 to 24 characters),Proxy Line DN(Mandatory, 1to 24 characters),Manager Line DN(Mandatory, 1 to 24 characters)
Johns,SEP1231123245AB,90001,Mikeh,SEP2342342342AB,20001,20002,90002
Adding or Modifying Manager-Assistant Associations
You can use BAT to add, update or delete manager-assistant associations in the Cisco CallManager database.
Adding/Updating Manager-Assistant to the Cisco CallManager, page 6-11 Deleting Manager-Assistant from Cisco CallManager, page 6-15
Working with Cisco IP Manager Assistant Adding or Modifying Manager-Assistant Associations
Adding/Updating Manager-Assistant to the Cisco CallManager
Use this procedure to add or update new manager-assistant associations to Cisco CallManager database. When BAT updates manager assistant associations, it does not change existing Cisco IPMA line configurations. When you create an association for a new manger, you will need to enter a device name and intercom DN. These fields are optional when you update a manager with an existing IPMA record. See Manager and Assistant Line Configurations, page 6-12, for information how BAT assigns line configuration on manager and assistant phones. BAT does not allow you to assign the intercom line of a manager to a proxy line for an assistant.
Manager-Assistant association fails when the assistant phone does not have enough lines to support the minimum Cisco IPMA configuration.
You must create a CSV file before you attempt to add manager-assistant associations to Cisco CallManager.
Start BAT. (See Starting BAT, page 1-3.) Choose Configure > Managers/Assistants. The Insert Managers/Assistants page displays. In the File Name field, choose the CSV file that you created for this type of bulk transaction. Check the Configure managers as mobile managers check box if the managers will be using Extension Mobility to log in. If you want to assign multiple assistants to a manager, click the radio button for Associate assistants to a manager. If you want to assign an assistant to multiple managers, choose the radio button for Associate managers to an assistant. Click Insert. A message displays that advises you of approximately how long it will take to insert the records to the Cisco CallManager database. You can cancel the transaction if you feel that it may cause performance degradation.

Step 3 Step 4 Step 5

To insert the manager-assistant association, click OK, or to cancel the transaction, click Cancel. If you clicked OK, a Transaction Status window displays. To see the transaction in progress, you can click the Show Latest Status button. When the transaction completes, you can click View Latest Log File to see a log file that indicates the number of records that were added and the number of records that failed, including an error code. For more information on log files, see Chapter 10, Troubleshooting BAT and TAPS.

You must restart Cisco IPMA service for changes to take effect. Use Microsoft Windows Administrative Tools -> Services to stop and restart Cisco Tomcat service.
Restarting the Cisco Tomcat Service will disrupt other services that use the Cisco Tomcat Service. Cisco recommends that you restart the Cisco Tomcat Service at a non-critical time to reduce the impact to these services. Cisco also recommends that you back up your system prior to restarting the Cisco Tomcat Service.
Manager and Assistant Line Configurations
BAT assigns Cisco IPMA line configurations by matching primary lines of a manager to proxy lines of an assistant. Every proxy line for an assistant corresponds to a manager primary line. For example, when you assign two managers to an assistant and you use the phone template that the Cisco IPMA wizard created for the manager and assistant phones, BAT sets the following line configurations on the manager and assistant phone. The line configurations for both managers follow:
Line 1 gets configured as the manager primary line. Line 2 gets configured as the manager intercom line. Line 1 gets configured as the assistant primary line. Line 2 gets configured as the proxy line for Manager 1.
The line configurations for the assistant are follow:
Line 3 gets configured as the proxy line for Manager 2. Lines 4 through 6 do not get configured. Line 7 gets configured as the intercom line.
You can add lines 4 through 6 as proxy lines for other managers. When you add multiple managers to an assistant, BAT creates manager-assistant associations based on the order in the CSV file. BAT creates the first manager-assistant association by assigning all the primary lines for the manager to the unassigned lines of the assistant as proxy lines. It continues creating individual manager-assistant associations based on the order of CSV record until all lines on the assistant phones are assigned or all managers in the CSV record are associated. For example, if you assign two managers with two lines to an assistant on a new phone with six unassigned lines, BAT sets the following line configurations on the manager and assistant phone. The line configurations for both managers follow:

Line 1 and line 2 get configured as the manager primary line. Line 3 gets configured as the manager intercom line. Line 1 gets configured as the assistant primary line. Line 2 gets configured as the proxy line for Manager 1 Line1. Line 3 gets configured as the proxy line for Manager 1 Line 2. Line 4 gets configured as the proxy line for Manager 2 Line 1. Line 5 gets configured as the proxy line for Manager 2 Line 2. Line 6 gets configured as the intercom line.
The line configurations for the assistant follow:
When you create an Cisco IPMA association with a manager phone with preexisting primary lines, you must ensure that the number of unassigned lines on the assistant phone is greater than the number of primary lines on the manager phone. For example, BAT does not allow you to create an association between a manager that has a phone with four configured primary lines and an assistant with three available lines that have not been configured. When you add multiple assistants to a manager, BAT assigns assistants to a manager based on the order in the CSV file. When more than one assistant is listed in the CSV file, BAT sets the primary line of a manager based on the number of available lines for the first assistant. For example, if you have a manager with a phone that can be configured with 2 primary lines, but the first assistant listed in
the CSV file only has 1 available line, BAT will create one primary line for the manager and one proxy line on all the assistant phones that are listed in the CSV record. Table 6-3 lists the default line configuration for a manager phone, and Table 6-4 lists the default line configuration for the assistant phones that BAT sets during manager-assistant associations.
Table 6-3 Manager Phone Configuration
Number of Lines One Line Two Line (Default IPMA manager phone template) More Than Two lines
Configuration Manager-assistant association fails. L1-primary line L2-intercom line Last line gets configured as the intercom line. The number of available lines that are not currently assigned on the associated assistant phone provides the basis for the number of lines that get configured as primary lines on a manager phone.

Table 6-4

Assistant Phone Configuration
Number of Lines One Line Two Line Three Lines
Configuration Manager-assistant association fails. Manager-assistant association fails. L1 Assistants own line. L2-proxy line. L3-intercom line
Number of Lines More Than Three Lines
Configuration L1 Assistants own line. Last line gets configured as the intercom line. All other lines get configured as proxy lines.
Seven Lines (Default IPMA assistant phone template)
L1 Assistants own line. L2 - L6 get configured as proxy lines. Last line gets configured as the intercom line.
Deleting Manager-Assistant from Cisco CallManager
You can use BAT to delete a specific manager-assistant association from the Cisco CallManager database. See Deleting Managers or Assistants, page 6-16, if you want to delete a manager or assistant from all manager-assistant associations. For example, Assistant jmorgan is assigned to two managers rcraig and dbaker. If you want to changed the manager assistant association such that jmorgan is only assigned to rcraig, you can delete the jmorgan, dbaker association by creating a CSV file with the following entry:

jmorgan,dbaker.

Use this procedure to bulk-delete specific manager-assistant associations from Cisco CallManager.
You must create a CSV file before you attempt to delete specific manager-assistant associations.
Start BAT. (See Starting BAT, page 1-3.) Choose Configure > Managers/Assistants. The Insert Managers/Assistants page displays.
Chapter 6 Deleting Managers or Assistants
In the right corner of the window, click Delete Managers/Assistants. The Delete Managers/Assistants page displays. In the File Name field, choose the CSV file that you created for this type of bulk transaction. Refer to Creating a CSV File for Manager-Assistant Association by Using BAT.xlt, page 6-5 Click Delete. A message displays that advises you of approximately how long it will take to delete the records from the Cisco CallManager database. You can cancel the transaction if you feel it may cause performance degradation. When the transaction completes, you can click View Latest Log File to see a log file that indicates the number of records that are added and the number of records that failed, including an error code. For more information on log files, see Chapter 10, Troubleshooting BAT and TAPS

Step 4

Step 5
Deleting Managers or Assistants
You can use BAT to delete a manager or an assistant from all manager-assistant associations.

Deleting Managers from Cisco CallManager, page 6-17 Deleting Assistants from Cisco CallManager, page 6-18
Working with Cisco IP Manager Assistant Deleting Managers or Assistants
Deleting Managers from Cisco CallManager
You can use BAT to delete managers from the Cisco CallManager database/Lightweight Directory Access Protocol (LDAP) Directory in batches rather than individually. Deleting a manager will delete the manager from all manager-assistant associations. Cisco CallManager maintains information on the manager as a user in the directory. For example, if rmatinez is a manager with two assistants, dbell, jkent, you can disassociate rmartinez from both assistants by deleting rmartinez as a manager in the Cisco CallManager database. The directory still shows rmartinez as a user. Use this procedure to bulk-delete managers from Cisco CallManager.
Start BAT. (See Starting BAT, page 1-3.) Choose Configure > Managers/Assistants. The Insert Managers/Assistants page displays. In the right corner of the page, click Delete Managers. The Delete Managers page displays. To locate the Managers that you want to delete, define the filter.
Caution Step 4 Step 5 Step 6
If you do not define a filter, BAT deletes all managers. In the first drop-down list box, choose a field to query such as User ID, Department, First Name, or Last Name. In the second drop-down list box, choose contains or is exactly. In the third box, which is the search field/list box, either choose or enter the value that you want to locate, such as a specific manager.
To choose managers from more than one department, enter multiple departments in this field. For example, to choose managers from departments 12 and 34, enter 12, 34 in the third box instead of performing two operations.
To add the defined filter to the query, click Add To Query button If you make a mistake, click the Clear Query button to remove the query; then, return to Step 4 and start over.
To display the records that are going to be affected, click View Query Result. Specify the setting that you want to update for all the records that you defined in your query.
To delete the chosen managers, click Delete. A message displays that advises you of approximately how long it will take to delete the records in the Cisco CallManager database. You can cancel the transaction or click OK to continue. When the transaction completes, you can click View Latest Log File to see a log file that indicates the number of records that are added and the number of records that failed, including an error code. For more information on log files, see Chapter 10, Troubleshooting BAT and TAPS

Step 10

Deleting Assistants from Cisco CallManager
You can use BAT to delete assistants from the Cisco CallManager database in batches rather than individually. Deleting an assistant will delete the assistant from all manager-assistant associations. Cisco CallManager maintains information on the assistant as a user in the directory. For example, Assistant thudson is assigned to two managers, hart and dstewart. You can disassociate thudson from both managers by deleting thudson as an assistant in the Cisco CallManager database. The directory still shows thudson as a user.
Use this procedure to bulk-delete assistants from Cisco CallManager.
Start BAT. (See Starting BAT, page 1-3.) Choose Configure > Managers/Assistants. The Insert Managers/Assistants page displays. In the right corner of the page, click Delete Assistants The Delete Assistants page displays. To locate the Assistants that you want to delete, define the filter.
If you do not define a filter, BAT deletes all assistants. In the first drop-down list box, choose a field to query such as User ID, Department, First Name, or Last Name. In the second drop-down list box, choose contains or is exactly. In the third box, which is the search field/list box, either choose or enter the value that you want to locate, such as a specific assistant.
To choose assistants from more than one department, enter multiple departments in this field. For example, to choose assistants from departments 12 and 34, enter 12, 34 in the third box instead of performing two operations.
To add the defined filter to the query, click Add To Query button. If you make a mistake, click the Clear Query button to remove the query; then, return to Step 4 and start over.
To delete the chosen assistants, click Delete. A message displays that advises you of approximately how long it will take to delete the records in the Cisco CallManager database. You can cancel the transaction or click OK to continue. When the transaction completes, you can click View Latest Log File to see a log file that indicates the number of records that are added and the number of records that failed, including an error code. For more information on log files, see Chapter 10, Troubleshooting BAT and TAPS