Configure Cisco Unified Communication Manager for QM and Analytics

The CUCM Telephony Platform Configuration options appear when you add or edit a telephony group with a Cisco Unified Communications Manager (Unified CM) telephony type. It allows you to configure a Cisco Unified CM cluster.

The Cisco Unified CM window also allows you to configure the following users:

Simple Object Access Protocol (SOAP) Administrative XML Layer (AXL) user
Unified CM Java Telephony Application Programming Interface (JTAPI) user

These users are used by the Computer Telephony Integration (CTI) service to log in to Unified CM.

A Unified CM cluster is comprised of a set of Unified CM servers that share the same database and resources and have one or more CTI Managers. The CTI Manager is a service that runs on Unified CM and handles JTAPI events for every Unified CM in the cluster (see Configure telephony groups for QM and Analytics).

You can specify one or more Unified CM telephony groups. A Unified CM telephony group requires at least one CTI Manager.

Installing JTAPI

During the installation process, Workforce Optimization installs the JTAPI.JAR file from the JTAPI client in C:\Program Files\Common Files\Calabrio ONE\Data Server\CtiSignalling\lib. Click Download/Install JTAPI on each of the signaling servers for the Unified CM telephony group. Optionally, you can manually install the JTAPI.JAR file by copying and pasting it in the correct directory.

Field descriptions

Field	Description
Enable Network Recording	Select this check box to enable network recording for the Unified CM telephony group. When the check box is selected, the Recording CTI service will listen for SIP messages. NOTE The Recording CTI service and CUBE SIP CTI, Sonus SIPREC, or Acme SIPREC service will interfere with each other while listening for SIP messages if the Enable Network Recording check box is selected. EXAMPLE You are recording voice through Gateway Recording (using the CUBE SIP CTI or Acme SIPREC service) and recording screen from a single server. NOTE CUBE recording does not capture call direction. The Contact Direction for CUBE recordings will be shown as “Outbound.”
SOAP AXL Access Username	The AXL (Administrative XML Layer) authentication user name on the publisher for this cluster used to synchronize Unified CM devices. This user name is created when you configure Unified CM. NOTE If you change a user name or password, you must restart the associated data server.
SOAP AXL Access Password	The AXL authentication password on the publisher. This password is created when you configure Unified CM.
Version	The Unified CM version on the publisher. NOTE You cannot configure new telephony groups for unsupported versions of Unified CM. If your organization uses Unified CM version 14, select 12.5 from the Version drop-down list.
JTAPI Access Username	The JTAPI user name for CTI. All phone devices, used for recording or monitoring, are associated with this application user (end user). The Recording CTI service logs into the Unified CM with this user. The user name must be between one and 32 alphanumeric characters. NOTE If you change a user name or password, you must restart all associated signaling services.
JTAPI Access Password	The JTAPI user’s password for CTI. This must be between one and 32 alphanumeric characters.
Device Synchronization Data Server	The data server that is used to synchronize devices.
Secure SIP Setup	Generate a certificate and keystore if you are using secure session initiation protocol (SIP). See Generate a certificate for secure SIP.
Telephony Group Servers
Publisher and Subscribers	A list of available server host names/IP addresses. You can enter one publisher Unified CM, and one or more subscriber Unified CMs. Choose which host name/IP address is associated with the publisher CTI Manager service. All other Unified CMs are associated with a subscriber CTI Manager service.
Host Name	The host name or IP address of the publisher or subscriber (if any) Unified CM. When using host names, verify the server can resolve the name of the subscribers. If the host name cannot be resolved, the Recording CTI service cannot log in.

Generate a certificate for secure SIP

Click Generate SIP Trunk Certificate. The Generate Certificate For Secure SIP dialog box appears.
In Subject Name, enter a unique name and store it in an easy-to-access location. When you configure the SIP Trunk Security Profile in CUCM, you must enter this name in the X.509 Subject Name field.
Click Generate Certificate. A ZIP file containing two files downloads:
- sip.keystore—This file contains the keystore. Copy the keystore, and then paste it in the following location on the Signaling Server:
  
  C:\Program Files\Common Files\Calabrio ONE\Data Server\config
- sip_certificate.pem—This file contains the public certificate. Upload the certificate to CUCM.