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Configuring the Cisco Unified Personal Communicator

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This chapter covers the client installation, configuration, basic and advanced features, and client-side troubleshooting of the Cisco Unified Personal Communicator — the client application that integrates into the Cisco Unified Presence Server.
This chapter is from the book

This chapter is from the book

Cisco Unified Personal Communicator (CUPC) is the client application that integrates into the Cisco Unified Presence Server (CUPS). This client runs on a Windows or Macintosh desktop environment and provides for several integrated communications features such as desk phone control, Instant Messaging (IM), Presence, softphone, communication escalation, and so on. This chapter covers the client installation, configuration, basic and advanced features, and client-side troubleshooting.

Figure 5-1 illustrates the communications in a basic CUP deployment with an IP phone and CUPC client.

Figure 5-1

Figure 5-1 Communications of a Basic CUP Deployment

CUPC Configuration

The configuration of a user leveraging CUPC has several basic steps that need to be completed:

  • Step 1. Configure user in CUCM.
  • Step 2. Configure desk phone device in CUCM (optional).
  • Step 3. Configure the CUPC device in CUCM.
  • Step 4. Configure CUPS advanced end-user features:
    • Voicemail
    • Conferencing
    • Lightweight Directory Access Protocol (LDAP)
  • Step 5. Install CUPC software on the client machine.

The following sections describe these configuration steps in greater detail.

Configuring CUPC User in CUCM

It is strongly recommended having LDAP synchronization configured in any CUCM installation. This brief section covers the steps required to configure a user in CUCM without LDAP integration. This is because when LDAP synchronization is enabled, the ability to add/delete users in the CUCM user interface is removed. All users are added or removed via the LDAP management interface. Figure 5-2 illustrates the concepts for the following steps:

  • Step 1. In CUCM Administration, select User Management > End User > Add New.
  • Step 2. Fill in at least the required user information (User ID and Last Name).
  • Step 3. Device Associations can be left at the default.
  • Step 4. If this user will use extension mobility services, configure the required settings. Make sure to select the correct Presence group because this impacts what Presence visibility this user has.
  • Step 5. Leave directory number associates at the default setting unless you already have a desk phone and directory number configured for this user.
  • Step 6. The mobility section enables the user to configure single number reach access and mobile voice access (directory assistant IVR). Configure this section according to the end user's needs.
  • Step 7. Ensure that the user roles include Standard CTI Enabled and Standard CTI Allow Control of All Devices, as shown in Figure 5-3.
  • Step 8. Select the Save button.
  • Step 9. In CUCM Administration, select System > Licensing > Capabilities Assignments.
  • Step 10. Select the users recently added that will have Presence and CUPC capabilities.
  • Step 11. Click both check boxes to enable CUP and CUPC features for the users.
Figure 5-2

Figure 5-2 CUCM User Page

Figure 5-3

Figure 5-3 CUCM User Page Continued

When the user has been added to CUCM, it will be synchronized over to the CUP server. There is no need to add the user separately to the CUP server. LDAP synchronization is strongly recommended so most of these steps would not be necessary, and the rest can be done when doing the phone device provisioning in CUCM. For more information on CUCM synchronization with LDAP, refer to the "LDAP System Configuration" section in the Cisco Unified Communications Manager Administration Guide at http://tinyurl.com/yaoy42m.

Configuring IP Phone in CUCM

A common deployment model is for a single user to have both a desk phone and have CUPC act as a softphone during communications that take place away from the desk. CUPC offers a softphone capability that enables it to act as a phone device on a computer without the requirement of a desk phone, making the desk phone an optional device in a deployment. The use of a desk phone is optional and not required when deploying and configuring CUPC. This section covers the basic steps necessary in setting up an IP Phone to be used with CUPC. Figure 5-4 shows the addition of a physical desk phone.

Figure 5-4

Figure 5-4 Adding a Desk Phone in CUCM

  • Step 1. In CUCM Administration, select Device > Phone.
  • Step 2. Click the Add New button.
  • Step 3. Select the device for the desk phone; then click the Next button. Do not select Cisco Unified Personal Communicator.
  • Step 4. Select the protocol for the phone to use.
  • Step 5. Make sure the Presence Group and SUBSCRIBE Calling Search Space are defined according to your Presence policy.
  • Step 6. Make sure that Allow Control of Device from CTI is checked. Figure 5-5 illustrates the settings for Steps 5 and 6.
    Figure 5-5

    Figure 5-5 Adding a Desk Phone in CUCM Continued

  • Step 7. Configure all the remaining required settings for the phone and end-user requirements.
  • Step 8. Associate the user to the phone, as shown in Figure 5-6.
    Figure 5-6

    Figure 5-6 Associating Phones with Users

The phone now registers to CUCM with the proper settings and user association. Adding the phone allows users to have the option to control their phone through a computer telephony interface (CTI) with the CUPC client. This allows for the added software features offered by the CUPC client and still has a desk phone for a more reliable voice experience.

Configuring a CUPC Device in CUCM

The next step is to set up a CUPC device in CUCM associated to the appropriate user and potentially connected to a desk phone. The first step in planning for the CUPC device configuration is to understand the naming convention required in CUCM. These requirements follow:

  • Derives from the username
  • Starts with UPC
  • Contains only uppercase letters or numerals
  • Contains no more than 12 additional characters after UPC

Table 5-1 provides some examples that outline these requirements.

Table 5-1. Username Examples for CUPC in CUCM

CUCM Username

Associated Softphone Device Name

mpopovich

UPCMPOPOVICH

michael_popovich

UPCMICHAELPOPOV

michaelpopovich

UPCMICHAELPOPOV

mike.popovich

UPCMIKEPOPOVICH

When the naming convention has been decided, the CUPC device can now be added to CUCM:

  • Step 1. In CUCM Administration, select Device > Phone.
  • Step 2. Click the Add New button.
  • Step 3. Select the Cisco Unified Personal Communicator.
  • Step 4. The Device Name should be the CUPC name determined earlier, for example, UPCMPOPOVICH. This is shown in Figure 5-7.
    Figure 5-7

    Figure 5-7 Adding a CUPC Endpoint in CUCM Continued

  • Step 5. Uncheck the box for Allow Control of Device from CTI.
  • Step 6. Specify the correct Presence Group and SUBSCRIBE Calling Search Space.
  • Step 7. Set the Owner User ID field to the appropriate user.
  • Step 8. Configure the rest of the settings according to system/user policy.
  • Step 9. Click the Save button.
  • Step 10. Click the Line[1] > Add a new DN link.
  • Step 11. Assign the directory number to the line. If a phone device is already configured, use the same DN as the phone. If this is a CUPC-only user, enter a new DN, as shown in Figure 5-8.
    Figure 5-8

    Figure 5-8 Adding a DN to a CUPC Endpoint

  • Step 12. Uncheck the box for Allow Control of Device from CTI.
  • Step 13. Configure the rest of the settings according to system policy.
  • Step 14. Click Save.

When saved, a new screen comes up that shows what devices are associated to the DN. This field should at least have the CUCP device associated with it. If it is a shared DN with a phone device, two devices should be listed: the CUPC and the phone device. This is shown in Figure 5-9.

Figure 5-9

Figure 5-9 Adding a DN to a CUPC Endpoint Continued

Now that the CUPC device is set up in CUCM and the users are configured, the client can be installed, and there will be Presence, desk phone connectivity (CTI), and softphone functionality. These are the basic services that CUPC has available, and in the next section, the advanced features of CUPC will be configured. It is recommended to have these features configured before installing the client.

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