Connect
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Network Requirements . . . .2
Capacity and Bandwidth Requirements . . . .3
Bandwidth Requirement —P2P . . . 3
Bandwidth Requirement —With Server Proxy . . . 3
WebEx Connect Settings. . . 3
Advanced Auditor Options . . . 4
IM Client Proxy Addresses . . . 5
Public IM Domain Names and URLs . . . 5
Cisco WebEx Connect Integration with Other Instant Messagers . . . 6
Communicating with LCS and Sametime Users . . . 6
DNS Entry Format for Federating with Microsoft LCS . . . .7
DNS Entry Format for all other Instant Messengers . . . .7
Cisco WebEx Connect Admin Console Setup . . . .8
Logging in with Spaces Enabled . . . .8
Logging in with Spaces Disabled . . . 10
Administrative Tools. . . 10
Chapter 2 Adding Users . . . 11
Adding Users . . . 11
Searching Users . . . 12
Adding individual users. . . 13
Importing multiple users from a CSV file. . . 14
Editing users . . . 15
Assigning the Org Administrator Role . . . 17
Group Administrator Role . . . 18
Adding groups. . . 18
Editing groups . . . 19
Deleting groups . . . 20
Cisco WebEx Connect Roles . . . 21
Default Roles . . . 21
Chapter 3 Configuring Cisco WebEx Connect . . . 23
Configuring Cisco WebEx Connect . . . 23
Notifications, Emails, and Alert Templates . . . 27
Email Templates . . . 28
Premium Services Configuration . . . . 30
Calendar Application Configuration . . . 31
Migrating Cisco WebEx Connect . . . . 32
Chapter 4 Getting started with Cisco Unified Communications Manager for Click to Call . . . 35
Overview . . . 35
Cisco Unified Communications Manager . . . 36
Setup tasks . . . 36
Configuring Cisco Unified IP Phones . . . 36
Adding a directory number to the phone . . . 37
39
Verifying the CCMCIP Service is running on
Cisco Unified Communications Manager . . . 40
Verifying the correct phone devices are associated with the user. . . 40
How to configure application dial rules. . . 41
Sample Application Dial Plan . . . 42
Configuring Cisco WebDialer to automatically use application dial rules on Cisco Unified Communications Manager . . . 43
Troubleshooting . . . 44
Click to Call log files and configuration files. . . 44
Click to Call Log Files . . . 44
Error Messages . . . 44
Known Issues. . . 46
Chapter 5 Using the Policy Editor to Define and Apply Policies . . . 49
Understanding policies and policy actions . . . 49
Defining & applying policies . . . 50
About the Policy Editor . . . 51
Adding Policies. . . 51
Using Policy Actions Available in Cisco WebEx Connect . . . 52
About Encryption Levels . . . 57
Adding actions to a policy . . . 59
Applying policies to groups. . . 60
Chapter 6 Single Sign On and Directory Integration . . . 63
Example for Installing Cisco WebEx Connect Client for SSO . . . 66
Using Single Sign-on integrated with Meeting Center . . . 66
System Requirements for SSO and Meeting Center integration . . . 67
Directory Integration . . . 68
Directory Integration Import Process and File Formats . . . 69
User File Formats . . . 69
User file name format . . . 69
User file format . . . 69
Group File Formats. . . 70
Group file name format . . . 70
Group file format . . . . 70
Group Records . . . 71
Child Group Records . . . .71
Group Member Records . . . 71
User Inactivation . . . 72
User inactivation file name format . . . 72
Group Deletion . . . 72
Group Deletion file name format . . . 72
Group Deletion file format . . . 72
Chapter 7 Reports . . . 73
Cisco WebEx Connect Reports . . . 73
Usage Report . . . 74
Chapter 8 CSV File Format . . . 77
CSV Fields . . . 77
CSV File Import Process . . . 78
Sample CSV file . . . 78
Chapter 9 Library Management . . . 79
Adding Applications . . . 79
Copying applications to a library . . . 80
Approving request to add application to public library . . . 81
Removing applications from a library . . . 81
Restoring applications to a library . . . 82
Chapter 10 Cisco WebEx Connect Command-line Parameters . . . 85
1
Getting Started
The Cisco WebEx Connect Admin Console enables administrators to monitor, manage, control, and enhance user access to Cisco WebEx Connect.
This section includes a summary of tasks to quickly get started using the Cisco WebEx Connect Admin Console. For more detailed instructions, refer to the chapters in the rest of the document.
For more information on using the Cisco WebEx Connect product, refer to the Cisco WebEx Connect Help.
A Cisco WebEx Connect organization administrator can perform the following functions using the Cisco WebEx Connect Admin Console:
Create new users
Edit user properties
Configure Cisco WebEx Connect settings for users
Client Site and Desktop Requirements
The following are the minimum and recommended desktop requirements to install and run the Cisco WebEx Connect Client.
Platform Windows: Pentium processor running Windows XP Professional Service Pack 2 or Vista Hardware Intel Celeron CPU 2.40 GHz, 512 MB Memory Disk Space 60 MB free hard drive space (100 MB of temporary
space for the installation)
Browser Internet Explorer 7.0 or later, Mozilla Firefox 2.0 or later
Internet Connection Internet connection that allows full Internet usage (not just a free email service). Minimum
requirement: Dial-up 56 kbps. Recommended: Broadband connection.
Network Requirements
The following are the Network requirements to access the Cisco WebEx Connect Service. The Client PC must have Internet connectivity and be able to connect to the following hosts and ports:
Note Cisco WebEx Connect Client uses the Web Proxy information configured in Internet Explorer to access the client configuration service. If the proxy in the customer network is an authenticated proxy, the proxy will be appropriately configured to allow access to this URL without requiring any authentication. Additionally, ensure that you allow access to all URLs that have webexconnect.com
and webex.com in them.
Email Program Microsoft Outlook 2000 SP4 or later, Microsoft Outlook Express, or Microsoft Outlook 2007 Audio Full duplex sound card and a headset
Video At least 1.8 GHz CPU, 800x600 resolution, 256 colors or more, and a webcam
Platform Windows: Pentium processor running Windows XP Professional Service Pack 2 or Vista Hardware Intel Celeron CPU 2.40 GHz, 512 MB Memory
Type of Connection Host Name Port
Cisco WebEx Connect IM—Secure SSL connection
slogin.oscar.aol.com 443 Cisco WebEx Connect Client
configuration service (see note)
https://aimpro.premiumservices.aol.com/cc/ClientCo nfigurationWS.jws
80 or 443 Cisco WebEx Connect VoIP/Video avsglobal.webex.com 80 or 443 Cisco WebEx Connect Desktop
Sharing
aimprods01.webex.com 80 or 443 Cisco WebEx Connect Premium
service
components.premiumservices.aol.com aimpro.premiumservices.aol.com radaol-prod-web-rr.streamops.aol.com
Capacity and Bandwidth Requirements
The following are the recommended bandwidth requirements for the Video sessions initiated from the Cisco WebEx Connect Client:
Bandwidth Requirement —P2P
Bandwidth Requirement —With Server Proxy
Note The bandwidth matrix is intended as a guideline. Additional bandwidth might be required based on your usage.
WebEx Connect Settings
The following settings are required for Cisco WebEx Connect, including the type of connection, host name, port, and IP addresses.
Resolution Maximum Frame Rate (fps) Minimum Bandwidth (kbps) Maximum Bandwidth (kbps)
QVGA(320X240) 15 35-80 250-300
QCIF(176X144) 15 30-60 150-200
Resolution Maximum Frame Rate (fps) Minimum Bandwidth (kbps) Maximum Bandwidth (kbps)
QVGA(320X240) 10 25-70 160
Advanced Auditor Options
The following settings are required for Advanced Auditor, including the type of connection, host name, and port
The Advanced Auditor Solution can also be used to manage and audit the traffic from/to public IM clients (Yahoo, MSN and/or GoogleTalk). IMA can be set to monitor/manage the public IM traffic in one of the two ways:
Configuring the public IM clients with the proxy address provided by WebEx Communications Inc.
Configuring the DNS server to redirect the URLs used by public IM clients to WebEx IM A servers.
Type of Connection Host name Port
IM Service slogin.oscar.aol.com 443 VoIP/Video avsglobal.webex.com 80 and 443 Desktop Sharing aimprods01.webex.com 80 and 443 Premium service components.premiumservices.aol.com
aimpro.premiumservices.aol.com radaol-prod-web-rr.streamops.aol.com
80 and 443
Connect Platform Swapi.webexconnect.com dms.webexconnect.com
80 and 443 User Registration and Market
Place
Marketplace.webex.com 80 and 443 Shortcut Redirect URLs,
Downloads & Documentation URLs WebEx services
www.webex.com 80 and 443
Incoming E-mails To receive automatic Username & Passwords, set your SPAM Filter to allow emails from mda.webex.com.
Connect IP Addresses 66.163.32.0 – 66.163.63.255 209.197.192.0 - 209.197.223.255 AOL Network Range 205.188.0.0 – 205.188.255.255
64.12.0.0 – 64.12.255.255
80, 443, and 5190
Type of Connection Host name Port
IM Service with Auditor Option slogin.webexaimpro.com 5191 Advanced Auditor admin
Console
https://<companyid>.webexaimpro.com 8443 WebEx AIM Pro - Secure SSL
connections
slogin.webexaimpro.com 5191 WebEx AIM Pro - Non-secure
connections
IM Client Proxy Addresses
Following table lists the proxy addresses for different IM clients. The firewalls need to be setup appropriately to allow public IM clients to access the proxy addresses.
Public IM Domain Names and URLs
Following table lists the public IM domain names and the corresponding WebEx URLs. The DNS should be configured to redirect the public IM domain names to the URLs specified. The firewalls need to be setup appropriately to allow
connectivity to the WebEx IMA addresses.
Note Public IM clients such as Yahoo! Messenger and MSN are designed to evade the common firewall and proxy controls used by enterprises. For Advanced Auditor solution to monitor the traffic from/to public IM clients, it is required that any direct connectivity between the public IM clients and the public IM cloud be prevented.
Type of Connection Host name Port
Yahoo IM proxy.webexaimpro.com 1080 MSN Messenger proxy.webexaimpro.com 1080 GoogleTalk proxy.webexaimpro.com 1080 AIM
(Note: AIM 6.1 does not allow proxy to be configured)
proxy.webexaimpro.com 1080
Public IM Domain Name WebEx IMA domain names Port
scs.msg.yahoo.com relay.msg.yahoo.com scsa.msg.yahoo.com scsb.msg.yahoo.com scsc.msg.yahoo.com scsd.msg.yahoo.com proxy.webexaimpro.com 5050 messenger.hotmail.com messenger.msn.com gateway.messenger.hotmail.com proxy.webexaimpro.com 1863 talk.google.com proxy.webexaimpro.com 5222, 5223 login.oscar.aol.com
Note AIM 6.1 is not supported.
Refer to the Facetime documentation on the latest information on IP addresses, URLs, and Ports that need to be denied access to block direct communication between public IM clients and the public IM cloud.
Cisco WebEx Connect Integration with Other Instant Messagers
Cisco WebEx Connect can federate with users of many leading Instant Messengers, including Jabber, IBM Lotus Sametime, and Microsoft Live Communications Server (LCS).
Communicating with LCS and Sametime Users
The following prerequisites are necessary so that third party Instant Messaging solutions, such as Microsoft Live Communications Server (LCS), Office Communications Server (OCS), and IBM Lotus Sametime work properly with Cisco WebEx Connect:
The third party Instant Messaging solution must have federation with AIM network enabled.
Connectivity between the third party Instant Messaging solution and AIM network has to be established through respective vendors of the third party solution.
Intra-Company Federation (users who want to use the third party Instant Messaging solution and Cisco WebEx Connect) requires the use of different domain names for the two Instant Messaging solutions.
Cisco WebEx Connect administrators need to make the following DNS changes in their domain to enable federation with the third party Instant Messaging solutions.
Note IBM Lotus Sametime does not use any DNS / SRV capabilities to enable or disable instant messaging services for AIM connectivity. The federation with AOL is managed through local Sametime configuration. For more information about configuring Sametime, refer to IBM Sametime documentation.
DNS Entry Format for Federating with Microsoft LCS
The federation between Microsoft LCS/OCS and AOL can be enabled through DNS or through local LCS/OCS configuration. For more information on configuring LCS/OCS, refer to Microsoft LCS/OCS documentation. If the LCS/OCS
deployment has AOL federation enabled through DNS, create the DNS entry in the following format:
_SIPFederationTLS._TCP.connectcustomer.com. 3600 IN SRV 0 1 5061 sip.oscar.aol.com (replace connectcustomer with your organization’s domain name).
DNS Entry Format for all other Instant Messengers
The format for all other supported third party solutions is:
_sips._tcp.connectcustomer.com. 3600 IN SRV 0 1 5061 sip.oscar.aol.com (replace connectcustomer with your organization’s domain name).
After the prerequisites are complete, Cisco WebEx Connect users can add the LCS or Sametime contacts with their screen name, just like any other contact and can begin exchanging IM conversations.
Note Due to the DNS caching in the internet, changes to DNS settings can take a few hours (in some cases, up to 72 hours) to take effect.
Note The domain name used by the enterprise system and the domain name used by Cisco WebEx Connect cannot be the same.
Cisco WebEx Connect Admin Console Setup
You can access Cisco WebEx Connect administrative functionality the first time using the steps below. If you have Spaces disabled, see “Logging in with Spaces Disabled” on page 10.
Logging in with Spaces Enabled
To access to Cisco WebEx Connect administrative functionality the first time you log in, follow these steps:
1 Check your inbox for email from WebEx. The email is sent to the email address designated as the implementation contact when ordering the service. If you do not see the email from webex.com check your spam filter or contact WebEx Support.
2 Click on the URL in the email to reset the password.
3 Click on the URL in the email to download the latest Cisco WebEx Connect client.
4 Install and start Cisco WebEx Connect.
5 Log in using the email address and password from the initial account setup.
7 Click on the Administrative Tools tab to enter the Cisco WebEx Connect Admin Console. For more information on using Cisco WebEx Connect, refer to the Cisco WebEx Connect Help.
The following buttons appear on the User tab:
From the Administrative Tools tab, you can then:
Customize emails you send to new Cisco WebEx Connect users and when users invite others to join Cisco WebEx Connect Team Spaces.
For more information on customizing email templates, see “Notifications, Emails, and Alert Templates” on page 27.
Add new Cisco WebEx Connect users from the User tab. Assign Roles and Groups to users.
For more information on adding users, see “Adding individual users” on page 13.
Configure Cisco WebEx Connect for users from the Configuration tab. For more information on configuring Cisco WebEx Connect, see “Configur-ing Cisco WebEx Connect” on page 23.
Button Description
Add User Add users on the User tab, one at a time.
Edit User Open the Edit User dialog box to edit users.
Use the Import Users button on the User tab to importing user information from a CSV (comma separated value) file. For more information on
importing users, guidelines for formatting CSV files, and a sample CSV, see “CSV File Format” on page 77.
For more information on importing users, see “CSV File Format” on page 77.
Note For additional information and documentation, click on the About tab.
Logging in with Spaces Disabled
If you have Spaces disabled, you can access the Cisco WebEx Connect Admin Console by accessing this URL:
http://www.webex.com/go/connectadmin
Note Customers with Single Sign-On or Directory Integration enabled need to contact Cisco WebEx representative for assistance in getting started with launching Cisco WebEx Connect Admin Console.
Administrative Tools
The following tabs are available in the Cisco WebEx Connect Administrative Tools:
Tab Description
User Add user information.
Configuration Configure settings for users.
Policy Editor Set policies and rules for users.
Group Assign users to groups and assign group policies.
Report View usage reports on users.
About View Cisco WebEx Connect documentation and version.
2
Adding Users
The User tab enables you to view, edit, and create, groups, users, and roles for any applications running on the Cisco WebEx Connect users. From the User tab, you can:
Add users
Import users from a CSV file
Assign users to Groups
Add new Groups
Assign Roles to users
Adding Users
You can search for, create, and edit users, and assign groups and roles to users. The Org Administrator role can only be assigned to users who are members of the top level group. A top level group, with the name of the organization provided at the time of provisioning. The name of the top level group begins with the name of the organization.
In addition to manually adding and editing users and groups, the process is different for adding and editing users when SSO and directory integration is enabled. For more information on configuration, see “Single Sign On and Directory Integration” on page 63. For more information on adding users with SSO and Directory Integration enabled, see “Adding Users with Single Sign-on and Directory Integration Enabled” on page 16.
Note When you add a new user, it is mandatory to type a Screen Name for the user. In addition, the user’s Screen Name must be the user’s email address.
Searching Users
By default, the User tab shows each user’s name, their email address, the primary group to which they belong and the assigned roles. The search field is case-sensitive. As an administrator you may have hundreds of users in your organization. If you want to view or change the details of one particular user, you want to be able to find that user easily. The Cisco WebEx Connect Admin Console has a filter and search feature that allows you to limit the number of user records showing at any one time or search for a specific entry.
To search for users:
1 Click the Search arrow to the left of the search field to display the dropdown list search criteria. Choose to search by email, first name, last name, or group name from the dropdown list.
2 Enter at least the first three letters of the search criteria into the search field, except for Search by Org Admin, which does not require a search string.
3 Select Page Size for the number of users to display per page.
4 Click the search button to the right of the search criteria.
Cisco WebEx Connect Admin Console displays the records that match the search criteria.
You can filter the records by selecting a criteria option from the Search drop-down list.
Table 2-1 • Filter criteria options List by Definition
User Name Enter at least three letters of the user’s first or last name on which to search. All users with a name matching those letters are displayed in the User pane.
Email Address Enter an email address on which to search. All users with an email address matching that letter are displayed in the User pane. Group Name Enter a group name to search. All users in that group are displayed
You can also limit the number of records displayed in the User pane. From the Page Size drop-down list, choose how many records to display per page. In addition, you can click First, Prev, Next, and Last buttons (shown below) to go to scroll through the list of records.
Adding individual users
Only an Org Administrator can add new users, one at a time from the User tab. A newly-created user doesn’t necessarily belong to any group unless the administrator explicitly assigns the user to a specific group. A new user’s default role is Group Member.
To create a new user:
1 From the Cisco WebEx Connect Admin Console, select the User tab.
2 Click on the Add User icon to insert a new row.
3 Click in the Name field and enter the user’s name.
4 Click in the Email field and enter an email address.
5 Double-click the Home Group field to select a group. The User Group and Role Management screen appears.
6 Click on a Group Name to associate with this user and click Select. To create new groups, see “Adding Groups” on page 17.
7 Click on the Roles link to select a role. The User Group and Role Management
screen appears.
8 Select the Role check box to assign to the user. You can select more than one role to assign to the user.
Inactive User Enter the inactive user’s first or last name.
Org Admin Select this option to display all Org Admin users. You do not need to enter any search criteria. To find a specific Org Admin, enter the user’s first or last name.
Table 2-1 • Filter criteria options List by Definition
9 Click Save. User records are automatically saved.
10Continue adding users by clicking the Add User icon and repeating the previous steps.
New users receive a welcome email based on the Welcome Email template in the Cisco WebEx Connect Admin Console. For details on email templates, see “Notifications, Emails, and Alert Templates” on page 27.
Note If there is missing information or errors when you add new users, the errors are highlighted in yellow and a message is displayed.
Importing multiple users from a CSV file
To import users from a CSV file:
1 From the Cisco WebEx Connect Admin Console, select the User tab.
2 To import multiple users click the Import User button.
The Import User dialog box appears above the user list.
3 Click Select File to select the CSV file you want to import and click Import. After the import is complete, the administrator who initiated the import, receives an email with the status of the import. The email states whether the import was a success, failure, or terminated.
The CSV file is imported and the users appear in the User tab. For more information on CSV file format and a sample file, see “CSV File Format” on page 77.
Editing users
As an administrator, you have permission to edit all the properties of an existing user. You can change the groups a user is assigned to and change the roles associated with that user.
To edit a user:
1 Select the user you want to edit in the User tab.
2 Click the Edit User icon.
The Edit User dialog box appears. All the current properties of the user are displayed.
3 Edit any properties in the Edit User dialog box. In addition, you can use this screen to reset the user password.
Note The Screen Name format must match the Business Email format and must comply with the domain list. By default, this value is automatically populated.
Adding Users with Single Sign-on and Directory
Integration Enabled
In addition to manually adding and editing users and groups, the process is different for adding and editing users when SSO and directory integration is enabled. For more information on Single Sign-on (SSO) and Directory Integration, see “Single Sign On and Directory Integration” on page 63.
When Directory Integration is implemented with Cisco WebEx Connect:
Users and groups are created from corporate directory files provided by the company or organization.
Org Administrators cannot directly edit the user and group data. When the user and group data needs updating, the company provides an updated corporate directory file that can be imported into Cisco WebEx Connect.
The CSV file import function is not available.
When Single Sign-On is implemented with Cisco WebEx Connect.
New user accounts are automatically created when the user logs into Cisco WebEx Connect for the first time.
When SSO is implemented, user accounts are automatically provisioned the first time the user logs into Cisco WebEx Connect.
Assigning Spaces
The Cisco WebEx Connect Administrator can reassign Spaces owned by a user to any other user. Once assigned the user to which the Space is assigned becomes the Space administrator for all the Spaces. For example, if an employee leaves a company, the Administrator can reassign this user’s Spaces to another user. You can turn off the Spaces feature by creating a policy. For more information, see “Using Policy Actions Available in Cisco WebEx Connect” on page 52.
To reassign a Space to another user:
1 Right-click the name of a user from the User tab and select Assign User.
2 Enter the name of the user you want to be the Space owner for all the Spaces that belong to this user.
Adding Groups
The Cisco WebEx Connect Administrator organizes users into groups. The groups are assigned group policies to determine what actions should be taken when users belong to a particular group. Users can be members of one or more groups. However, policies applied to users’ home group overrides any other policies. The first time you open the Cisco WebEx Connect Admin Console there will be a default list of groups available. These groups cannot be edited or deleted at this time, however you can create new groups or edit or delete these new groups at any time. You can assign users to a group to which you apply a specific policy.
When Cisco WebEx Connect is provisioned, an Organization is created the top level group:
A top level group, with the name of the organization provided at the time of provisioning. The Org Administrator role can only be assigned to users who are members of the top level group. The name of the top level group begins with the name of the organization.
Note Cisco WebEx Connect sees a personal library appear as a group associated with a user, but this group cannot be modified.
Assigning the Org Administrator Role
A user can be assigned an Org admin role, as long as the user is a member of top level group. A member of a group can be assigned Group Administrator Role. For LDAP only, users can be assigned the Org Admin role to the top level group by right-clicking on the user and selecting Assign Org Admin.
Group Administrator Role
Group Administrator role allows a user to:
View a list of users in the group, and in the sub-groups
Search for users by group, and move users between the groups managed
Apply policies to groups managed
Be an administrator of only one group (home-group and its sub-groups)
Create sub-groups
A Group Administrator cannot:
Create new users
No migration tab, therefore cannot migrate users
Create policies
Note Users can only be a group administrators for their home group.
Adding groups
If you are an org or group administrator, you can create new groups.
To create a new group:
2 From the User Group and Role Management dialog box, double-click to open the Select Group box.
3 Right click to Add a group. The default name New Group is assigned.
4 Enter the name of the group at the top of the dialog.
5 Select the group and click Select to save the group and close the Select Group
dialog.
6 Click Save on the User Group and Role Management dialog box.
Editing groups
As an administrator, you can rename groups.
To edit an existing group:
1 Select the group you want to edit in the User tab.
2 Double click the group name. The UserGroup and Role Management dialog box appears.
3 Double click the group name to open the Select Group dialog box. Edit any properties in the UserGroup and Role Management dialog box.
To rename a group, click at the top of the dialog box, next to Group Name and enter a new name.
4 Click Select on the Select Group dialog box.
5 Click Save on the UserGroup and Role Management dialog box.
Deleting groups
You can only delete a group if the group is empty and has no users associated with it. However, if a group is not empty, you can delete any users that belong to multiple groups. You cannot delete any default groups.
To delete a group:
1 Select the group you want to edit in the User tab.
2 Double click the group name. The UserGroup and Role Management dialog box appears.
3 Double click the group name to open the Select Group dialog box.
5 Click Select on the Select Group dialog box.
6 Click Save on the UserGroup and Role Management dialog box.
Cisco WebEx Connect Roles
Roles grant specific privileges to individual users or groups and allow them to perform specific actions. There are some default roles and privileges.
Each default role in the Cisco WebEx Connect Admin Console includes one or more privileges, which determines the level of access a user has to applications running on the Cisco WebEx Connect platform.
Note A role can have one or more privileges, but the available privileges are determined by the choice and category already selected for that particular role.
Default Roles
The default roles are displayed on the User Group and Role Management screen. For a regular organization, the Org Administrator can assign Group Admin, Group Member, or Org Admin roles to users. The Group Administrator can assign only Group Admin and Group Member roles to users.
The default roles in the Cisco WebEx Connect Admin Console are:
Group Administrator—Role assigned to the person who has responsibility for all the actions and tasks relating to the group.
Group Member—Role assigned to person who is a member of a group.
Org Administrator—Role assigned to the user who manages the Cisco WebEx Connect organization. This role can only be assigned to a user who belongs to the top level group.
Note Currently, the ability to create and modify roles and privileges are limited. All roles except the Org Administrator’s role are limited in terms of the scope of activities they can perform and the privileges they have.
3
Configuring Cisco WebEx
Connect
As an administrator you can set a default user level storage allocation for the an organization or modify storage allocation on a user-by-user basis. You can also configure notification alerts that are sent to a user or an organization when a certain event occurs.
Configuring Cisco WebEx Connect
The Configuration tab allows you to set and control default settings Cisco WebEx Connect users.
To configure Cisco WebEx Connect settings:
1 Click the Configuration tab. The Configuration screen appears.
2 Enter the information in the settings fields.
Field Definition
SuperAdmin Settings
Domain Name The list of domain names associated with the organization. This list determines the domain names that can be used as part of user screen names. The organization needs to own the domain names associated with the organization. The domain name list cannot be changed by the Org admin. To add new domain names into this list, contact support.
Domain White List The Org Administrator can add domains to the white list. The list of domain names used for defining the trusted domains and companies for communication and collaboration. For example, Organizations can define the partner domain names and enforce communication policies using the domains specified in the white list. Domains that are added to the white list receive the same privileges as internal users.
Resource Allocation
Storage Purchased The amount of storage purchased by the company. (Read only field. Contact Cisco WebEx to make changes).
Storage Used The storage amount used by the company. (Read only field). Number of users The number of company licensed Cisco WebEx Connect
users. (Read only field. Contact Cisco WebEx to make changes).
Enable storage enforcement of each user
Check this box to limit the maximum allowed storage per user. Disabling this option allows the user to use the storage up to the org or department storage limit.
Default Storage Allocation per User
The maximum storage amount allowed for each user. Enter the storage amount to be allocated to all users. The Administrator can specify a unique amount for individual users on a case by case basis. When the default value is changed for all users, the unique allocations for the individual users is not affected.
Default Settings
Enable User Self-Registration
Select Yes or No to allow users to register on
www.webex.com/go/wc and become part of the organization without manual provisioning by the administrator. When this is disabled, users will get a message to contact their
administrator. Display contact pictures in
contact list
Select Yes or No to allow users to display a picture with their name on the contact list.
Configure URL
User Registration URL Specify custom messages with contact information and expose this page to any user attempting to register for a Guest Edition user with the domains owned by the Company. This URL is only effective is self-registration is disabled.
Forgot Password URL This URL is used in rare customer-specific scenarios where Cisco WebEx Connect cannot support self-managed user password reset.
Connect Support URL The URL that is shown to users from Cisco WebEx Connect
Help>Support menu. Leave this field blank to use default functionality.
Center Site URL The URL for the center site.
Connect Telephony
Click-to-Call Select to enable Click-to-Call functionality. If enabled, enter the CUCM (Cisco Unified Communication Manager) IP address or URL. For more information about Click-to-Call, see Allow user to enter manual
setting
Select to allow manual setting.
IM Settings
User IM visibility Select Yes to enable the Invisible menu option for Instant Messaging users. Select No to disable the Invisible menu option.
Disable offline messages Select Yes to disable sending IM messages to Cisco WebEx Connect users who are offline.
Blocked URLs (Separate multiple values with semicolon)
Enter the URLs that are not allowed to send instant messages to users. If you need to block multiple URLs, separate each URL with a semicolon. For example,
http://www.example.com;http://www.example1.co m; http://www.myurl.com;
Blocked file extensions (Separate multiple values with semicolon)
Enter the file extensions that are not allowed to be transferred on IM conversations. If you need to block more than one file extension, separate each file extension with a semicolon. For example, exe;pdf;doc;zip;
User Profile Override and View Settings
User Profile Override Select Yes or No to allow users to override the default setting that the org administrator set for users to set their profile. User Profile View Setting Select from the dropdown menu who can view the user’s
profile.
Directory Input Scheduling
Job Scheduling This is only used with Directory Integration. Enter the date and time you want the directory files to import into Cisco WebEx Connect. Use UNIX cron job format for this field. For details on cron format, see
http://www.opensymphony.com/quartz/api/org/quartz/CronE xpression.html.
Notification Emails This is only used with Directory Integration. Enter the email addresses for those you want to receive status of the import of directory files.
Integrated Center Site
3 To enable Click-to-Call feature, you also need to enable settings for the CUCM Account. From the Edit menu in Cisco WebEx Connect, select Settings. Select
Click-to-Call, then Set Up Account.
Site URL This is required when you have enabled the integration between Meeting Center and SSO. Enter the Meeting Center Site URL that enables meeting hosts to schedule meetings. For more information about SSO-enabled Meeting Center sites and Cisco WebEx Connect, see “Using Single Sign-on integrated with Meeting Center” on page 66.
Brief Description Enter a brief description for the Meeting Center Site.
Security Settings
Org, WebEx, and Federated Web SSO Certificate management
Select one of the certificates to import. For more information, see “Directory Integration” on page 68. The Super Admin must give the Org Administrator permissions to update these settings.
Calendar Application Configuration
Locations Select conference room locations to appear in Calendar. Click
Add to add locations. For more information, see “Calendar Application Configuration” on page 31.
Notifications, Emails, and Alert Templates
Emails and Notifications The notifications and alerts that are emailed to users when a certain event occurs. To edit Email templates, see
“Notifications, Emails, and Alert Templates” on page 27.
Premium Services Configuration
Add/Delete Services Add premium services to Cisco WebEx Connect. For more information, see “Premium Services Configuration” on page 30.
Note The Cisco Unified Communications Manager Click-to-Call functionality is not available in Cisco WebEx Connect by default. You need to purchase it separately. Contact your Cisco sales representative for more information.
4 Select Use default server and click OK.
5 Click Save.
Notifications, Emails, and Alert Templates
Cisco WebEx Connect Admin Console provides templates for email notifications and alerts that Cisco WebEx Connect users receive. You can easily modify these templates. See “Email Templates” on page 28 for details on the templates and their macros.
To modify email templates:
1 Click the Configuration tab.
The Configuration screen appears where you can enter settings for users.
2 Scroll down to Notifications, Email & Alert Templates section of the
Configuration tab.
The Edit Email Template dialog box appears.
4 Enter the appropriate information in each field starting with Email Name.
5 From the Format drop down list, select the format to send the email in: HTML
or Text.
Note If you change the email format from HTML to Text, you need to manually remove the HTML tags in the body of the email template.
6 In the Message box, enter the text of the email template.
Note Every email template contains pre-existing message text in the Message
box. You can customize or change it according to your requirements.
7 Click Save.
Email Templates
The Cisco WebEx Connect Admin Console provides templates for email
notifications and alerts Cisco WebEx Connect users receive. You can easily modify these templates.
Note Cisco WebEx Connect email templates are pre-populated with appropriate templates for out of the box use.
Email Variables and Macros
Welcome Message—Default email contains links to reset password, download the client, documentation, and community links.
%USERNAME%—The name of the user.
%CLIENTDOWNLOADURL%—The URL that takes the user to the welcome message.
%NEWPASSWORDURL%—The new password variable.
Space Invitation Message—Connect
User—Default template includes information on how to get to the Space and link to the community.
%SPACEOWNER%—Name of the Space owner %SPACENAME%—Name of the Space
%USERDEFINEDMESSAGE%—Text entered by the Space owner at the time of creating the Space
Space Invitation Message Non-Connect User—Default template includes information on where to get a Cisco WebEx Connect account, how to open a new Space, and link to the community.
%SPACEOWNER%—The name of the Space owner. %SPACENAME%—The name of the user.
%USERDEFINEDMESSAGE%—
%REGISTERURL%—URL where the user can register as a Space user
Get or Reset Password
Email—Email is sent when Cisco WebEx Connect Administrator resets password.
%NEWPASSWORDURL%—URL that will take the user to reset password.
Notify Space Members Email—Default template for manual notifications sent from within Spaces.
%UserMessage%—The message the user writes. %ObjectLink%—The URL that takes the Space member to a particular location specified by the user.
%SpaceName%—The name of the user’s Space.
IT purchase notification to Guest Edition Users—Email to notify Guest Edition users that their account will be deactivated.
%USERNAME%—The name of the user.
Add to Public Library
Request—A request to copy an application to the public library.
%USERNAME%—The name of the user.
%APPNAME%—The name of the application to copy to the library.
Deny Add to Public Library Request—A denied request to add to an application to the public library.
%APPNAME%—The name of the application to copy to the library.
Invitation to Guest Edition Users— Email to invite Guest Edition users to upgrade to Business Edition.
%LINKTOINVITATION%—URL where the user can register as a Business Edition user.
Department purchase Notification to Guest
Edition—Email to Guest Edition users to change their password.
%NEWPASSWORDURL%—URL where the user to reset password.
The following is an example of the Welcome email template that a new user receives:
Premium Services Configuration
The Cisco WebEx Connect Admin Console allows the administrator to add and configure premium services to Cisco WebEx Connect.
Storage Limit Exceeded—Notify user that their storage limit has been exceeded.
%LIMIT%—maximum amount of storage allowed. %ADMINEMAIL%—Cisco WebEx Connect Administrator’s email.
Email Sent when user provision job completes, is interrupted, or fails—Email to notify user that the user import job completed, interrupted, or failed.
%USERNAME%—The name of the user.
Email sent when directory integration (group provisioning) job fails— Email to notify user that the batch import job failed.
User is instructed to contact support for help.
Email sent when directory integration (group deletion) job fails— Email to notify user that the batch group deletion job failed.
User is instructed to contact support for help.
Email sent when directory integration (user inactivation) job fails— Email to notify user that the batch user inactivation job failed.
User is instructed to contact support for help.
To configure premium services:
1 Click the Configuration tab.
The Configuration screen appears where you can enter settings for users.
2 Scroll down to the Premium Services Configuration part of the Configuration screen.
3 Check the box for each service you want to include. Use the buttons to the right of each service, to add, modify, or delete the service.
4 Click Save.
Calendar Application Configuration
The Cisco WebEx Connect Admin Console allows the administrator to add and configure premium services to Cisco WebEx Connect.
To configure premium services:
1 Click the Configuration tab.
2 Scroll down to the Calendar Application Configuration section of Configuration.
3 Click the Add icon to add a calendar location.
Migrating Cisco WebEx Connect
The Migration tab allows organizations using the Guest Edition of Cisco WebEx Connect to migrate their Guest Edition users to the licensed edition upon
purchasing Cisco WebEx Connect for their organization. This eliminates the effort of the Cisco WebEx Connect administrator to manually add each individual Guest Edition user to the licensed edition.
Migration is a simple, three-step process where the Org Administrator:
identifies the Guest Edition users that need to be migrated to the licensed edition
sends an email invitation to these users that contains a link that enables the migration
when Guest Edition users accept the invitation and click the link, they are migrated to the licensed edition of Cisco WebEx Connect.
When Guest Edition users click the link that enables migration, their account information including all Space and other collaboration information is carried over to the licensed edition. However, users who do not receive or accept the email invitation, are denied access to the licensed edition of Cisco WebEx Connect. The list of Guest Edition users appears in the Migration tab as long as they are not invited or have not clicked the migration link in the invitation email. The following graphic shows this list of users.
Notice that the status of different users. A Pending status means the user has not received the invitation email. An Invited status means the user has not clicked the migration link in the invitation email. When a user with the Invited status clicks the migration link in the invitation email, the user’s name is removed from this list indicating that the migration was successful.
The following graphic shows a sample of the invitation email.
The administrator has exclusive control over the domain names used in Cisco WebEx Connect, configuration, and migration of users. Without administrator provisioning, users cannot use Cisco WebEx Connect team collaboration features.
To configure Cisco WebEx Connect migration:
1 Click the Migration tab. The Migration screen appears.
2 To invite a user to migrate to the licensed edition of Cisco WebEx Connect, select the appropriate user and click the Invite icon.
4
Getting started with
Cisco Unified Communications
Manager
for Click to Call
Overview
Cisco's call-processing software, telephones, and endpoint devices allow your organization to efficiently run voice, data, and video communications over a single, converged network.
Cisco provides call-processing solutions for organizations of all sizes and types. These industry-leading IP private-branch-exchange (PBX) solutions manage voice, video, mobility, and presence services between IP phones, media processing devices, voice-over-IP (VoIP) gateways, mobile devices, and multimedia applications. Cisco call-processing solutions includes:
Cisco Unified Communications Manager: This enterprise call-processing system is the core of Cisco Unified Communications. It provides voice, video, mobility, and presence services to IP phones, media-processing devices, VoIP gateways, mobile devices, and multimedia applications. A single system can support up to 30,000 users and scale to support up to 1 million users at up to 1000 sites.
The Cisco Unified Communications Manager Click-to-Call functionality is an optional feature and not available in Cisco WebEx Connect by default. You need to purchase it separately. Contact your Cisco sales representative for more information.
Cisco Unified Communications Manager
Cisco Unified Communications Manager is an enterprise-class IP telephony call-processing system that provides traditional telephony features as well as advanced capabilities, such as mobility, presence, preference, and rich conferencing services. This powerful call processing solution can help:
Build productivity with feature-rich unified communications that help workers spend less time chasing people, and more time being productive.
Enable mobility with software that has embedded unified mobility capabilities so mobile workers can remain productive wherever they are.
Cisco Unified Communications Manager creates a unified workspace that supports a full range of communications features and applications with a solution that is highly:
Scalable: Each Cisco Unified Communications Manager cluster can support up to 30,000 users.
Distributable: For scalability, redundancy, and load balancing.
Available: Support business continuity and improve collaboration with high availability that provides a foundation for multiple levels of server redundancy and survivability.
Setup tasks
To get started, open the Cisco Unified CM Administration tool. Tasks for setting up Cisco Unified Communications Manager include:
Configuring phones More...
Configuring the Cisco Unified Communications Manager for Click to Call More...
Configuring Cisco Unified IP Phones
Before a Cisco Unified IP Phone can be used, you must use this procedure to add the phone to Cisco Unified Communications Manager. You can also use this procedure to configure third-party phones that are running SIP, H.323 clients, CTI ports, the Cisco ATA 186 Telephone Adaptor, or the Cisco IP Communicator.
To configure the phone
1 Select Device > Phone.
2 Select the Add New button.
3 From the Phone Type drop-down list, select the appropriate phone type or device and click Next. After you choose a phone type, you cannot modify it.
4 If the Select the device protocol drop-down list displays, choose the appropriate protocol of the device and click Next.
The Find and List Phones window appears.
5 Enter the appropriate settings.
Note To see the list of all phone configuration settings, go to the “Cisco Unified IP Phone Configuration”section of the Cisco Unified Communications Administration Guide
6 Select Save.
Adding a directory number to the phone
If you are adding a phone, a message is displayed, confirming that the phone has been added to the database. To add a directory number to this phone, click one of the line links, such as Line [1] - Add a new DN, in the Association Information pane that displays on the left side of the window.
MAC Address
Enter the Media Access Control (MAC) address that identifies Cisco Unified IP Phones (hardware phones only).
The Media Access Control (MAC) address is a unique, 12-character hexadecimal number that identifies a Cisco Unified IP Phone or other hardware device. Locate the number on a label on the bottom of the phone (for example, 000B6A409C405 for Cisco Unified IP Phone 7900 family of phones or SS-00-0B-64-09-C4-05 for Cisco IP Phone SP 12+ and 30 VIP).
Do not enter spaces or dashes and do not include the “SS” that may precede the MAC address on the label.
For information on how to access the MAC address for your phone, refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager that supports your phone model. Cisco Unified Communications Manager converts the MAC address for each device by
Dropping the first two digits of the MAC address
Shifting the MAC address two places to the left
Adding the two-digit port number to the end of the MAC address (to the right of the number)
EXAMPLE
MAC Address for the Cisco VG248 is 000039A44218
the MAC address for registered port 12 in the Cisco Unified Communications Manager is
0039A4421812
Device Name
Enter a name to identify software-based telephones, H.323 clients, and CTI ports. The value can include 1 to 15 characters, including alphanumeric characters, dot, dash, and underscores.
To add a directory number:
1 Enter a dialable phone number.
Values can include route pattern wildcards and numeric characters (0 through 9). Special characters such as a question mark (?), exclamation mark (!), backslash (\), brackets ([ ,] ), plus sign (+), dash (-), asterisk (*), caret (^), pound sign (#), and an X are also allowable. Special characters that are not allowed are a period (.), at sign (@), dollar sign ($), and percent sign (%). At the beginning of the pattern, enter \+ if you want to use the international escape character +. For this field, \+ does not represent a wildcard; instead, entering \+ represents a dialable digit.
Note When a pattern is used as a directory number, the display on the phone and the caller ID that displays on the dialed phone will both contain characters other than digits. To avoid this, Cisco recommends that you provide a value for Display (Internal Caller ID), Line text label, and External phone number mask.
The directory number that you enter can appear in more than one partition.
2 Select Save.
3 Select Reset Phone.
For more information, see“Resetting a phone”in the Cisco Unified Communications Administration Guide.
Note Restart devices as soon as possible. During this process, the system may drop calls on gateways.
Configuring Cisco Unified Communications
Manager for Click to Call
Now that you have set up phones and users, you need to complete these tasks in the Cisco Unified Communications Manager:
Activate Cisco WebDialer on Cisco Unified Communications Manager More...
Verify the CTI Manager is running on Cisco Unified Communications Manager More...
Verify the CCMCIP Service is running on Cisco Unified Communications Manager More...
Activating Cisco WebDialer on
Cisco Unified Communications Manager
Note Click to Call uses the SOAP interface to interact with the WebDialer servlet on Cisco Unified Communications Manager. Because Click to Call does not use the HTTP interface, the application does not interact with the Redirector servlet.
To activate the Cisco WebDialer
1 Select Cisco Unified Communications Manager Serviceability > Tools > Service Activation.
2 Select the Cisco Unified Communications Manager server from the server drop-down list.
3 In CTI Services, check Cisco WebDialer Web Service.
4 Click Save.
Verifying the CTI Manager is running on
Cisco Unified Communications Manager
The CTI Manager must be running on Cisco Unified Communications Manager for Click to Call to function properly.
1 Select Cisco Unified Communications Manager Serviceability > Tools > Control Center - Feature Services.
2 Select the Cisco Unified Communications Manager server from the server drop-down list.
3 In CM Services, verify that Cisco CTIManager is running.
Verifying the CCMCIP Service is running on
Cisco Unified Communications Manager
Click to Call retrieves the phone type for the user from the CCMCIP (Cisco CallManager Cisco IP Phone Services) service, and displays the phone type on the Phone Preferences screen in Click to Call. Because the CCMCIP service only runs on Cisco Unified Communications Manager release 6.x or later, this procedure is only applicable if you are running this Cisco Unified Communications Manager release.
1 Select Cisco Unified Communications Manager Serviceability > Tools > Control Center - Network Services.
2 Select the Cisco Unified Communications Manager server from the server drop-down list.
3 In CM Services, verify that Cisco CallManager Cisco IP Phone Services is running.
Verifying the correct phone devices are associated with the user
You need to verify that the correct phone devices are associated with the user on Cisco Unified Communications Manager. If a phone device is not correctly associated with the user on Cisco Unified Communications Manager, the phone is not listed on the Phone Preferences screen inClick to Call.
1 Select Cisco Unified Communications Manager Administration > User Management > End User.
2 Click Find.
3 Click on the appropriate user ID.
4 In the Device Association section, verify the correct devices are listed in the
Note If you need to associate a phone device with the user, click Device
Association. Consult the Cisco Unified Communications Manager online help for further information.
How to configure application dial rules
You can configure dial rules for applications, such as Cisco WebDialer, that automatically strip numbers from, or add numbers to, a telephone number that a user dials. For example, you can use dial rules to automatically prefix a digit to a telephone number to provide access to an outside line.
You configure application dial rules on Cisco Unified Communications Manager from Cisco Unified Communications Manager Administration > Call Routing > Dial Rules > Application Dial Rules.
This section provides a brief description of application dial rules. For detailed information on configuring the application dial rules on
Cisco Unified Communications Manager, refer to these documents:
The “Application Dial Rules Configuration” section in the Cisco Unified Communications Manager Administration Guide
The “Dial Plans” section in the Cisco Unified Communications Manager Administration Guide
Sample Application Dial Plan on page 42
Configuring Cisco WebDialer to automatically use application dial rules on Cisco Unified Communications Manager on page 43
Sample Application Dial Plan
In the sample application dial plan above, 9 represents the off-net access code for outside dialing. For domestic calls, you append the appropriate quantity of digits to the off-net access code to call either a local number or a national (long-distance) number. In each international dial rule, you replace the “+” with the off-net access code and the appropriate international dialing access code.
These application dial rules are configured in the sample dial plan above:
Any international number, the application dial rule removes “+” from the number, and prepends the off-net access code 9 and the international dialing access code 011 to the remaining digits.
Any local seven digit number, the application dial rule prepends the off-net access code 9.
Any local ten digit number that begins with 510, the application dial rule removes 510 from the number and prepends the off-net access code 9 to the remaining digits.
Any national ten digit number, the application dial rule prepends the digits 91.
Any national eleven digit number beginning with 1, the application dial rule prepends the off-net access code 9.
If the Number Begins With field is blank, you leave the number of initial digits open that you wish to apply to the dial rule. For example, the initial digits 1, 1408, or 1408526 will each match the dialed number 14085264000.
Name/Description Number Begins With Number of Digits Total Digits to be Removed Prefix with Pattern
International 12 Digit + 12 1 9011 International 13 Digit + 13 1 9011 International 14 Digit + 14 1 9011 International 15 Digit + 15 1 9011 Local 7 Digit XXX-XXXX 7 9 Local 10 Digit (510) XXX-XXXX 510 10 3 9 National 10 Digit (XXX) XXX-XXXX 10 0 91 National 11 Digit 1(XXX) XXX-XXXX 11 9
You must configure the application dial rule list in order of priority.
Cisco Unified Communications Manager applies the first dial rule match that it finds for the dialed number in the dial rule list; it does not attempt to find the best match in the list. For example, if you configure the dial rule conditions listed below, on receipt of the dialled number 14085264000,
Cisco Unified Communications Manager will ignore dial rule 1, and apply dial rule 2 because it is the first match. Although dial rule 3 is the best match,
Cisco Unified Communications Manager ignores any subsequent rules in the list after finding the first match.
Note You can also configure directory lookup rules on
Cisco Unified Communications Manager. Directory lookup rules transform the number the user dials into a directory number. For further information, refer to the “Directory Lookup dial Rules Configuration” in the Cisco Unified Communications Manager Administration Guide
Configuring Cisco WebDialer to automatically use application
dial rules on Cisco Unified Communications Manager
You can configure the Cisco WebDialer service to automatically apply the application dial rules that are configured on
1 Select Cisco Unified Communications Manager Administration > System > Service Parameters.
2 Select the Cisco Unified Communications Manager server from the Server menu.
3 Select Cisco WebDialer Web Service from the Service menu.
4 Click True for the Apply Application Dial Rules on Dial parameter.
5 If you are running Cisco Unified Communications Manager release 6.x or 7.x, click True for the Apply Application Dial Rules on SOAP Dial parameter.
6 Restart the Cisco WebDialer service. 1 Begins with 9 and is 8 digits long, then do X.
2 Begins with 1 and is 11 digits long, then do Y.
Troubleshooting
Click to Call log files and configuration files
The Click to Call configuration files are located here:
Windows XP – C:\Documents and Settings\[Windows User Account Name]\Application Data\Cisco\Click to Call
Windows Vista - C:\Users\[Windows User Account Name]\AppData\Roaming\Cisco\Click to Call
Click to Call file descriptions:
Click to Call Log Files
The Click to Call configuration files are located here:
Windows XP – C:\Documents and Settings\[Windows User Account Name]\Application Data\Cisco\Click to Call
Windows Vista - C:\Users\[Windows User Account Name]\AppData\Roaming\Cisco\Click to Call
The folders contain these log files:
clicktocall.log - Contains the application log
MSclicktocall.log - Contains the Microsoft Office log
OCclicktocall.log - Contains the Microsoft Outlook Contacts log
PMclicktocall.log - Contains the Microsoft Outlook Persona Menu log Each log file rolls over when the maximum file size is reached, for example, clicktocall.log.1, clicktocall.log.2 and so on. The maximum number of log files is ten. Each log file stores up to 100KB of logged data.
The Click to Call installer log file is called install.log and is also located in the
C:\Program Files\Cisco Systems\Click to Call folder.
Error Messages
This table provides a list of error messages can appear in the Click to Call application and describes a recommended action for each error message.
Configuration Files and Folders Description
\Data\Outbound folder Outbound call log for the end user \Log folder Application log files
clicktocall.xml file Application settings for the user ClickToCallPhones.xml file List of unsupported phone models
Error message Problem and recommended action
A connection error occurred. Please ensure Click to Call is running
A call was attempted using the Click to Call functionality when the Click to Call application is not running.
Ask the end user to restart the Click to Call application. A directory error occurred. Please contact
your phone administrator
The Cisco Unified Communications Manager directory service may be down.
Allow a short time lapse and retry your connection. If the error occurs again, contact your
Cisco Unified Communications Manager system administrator. A service error occurred. Retry the call. If
the problem persists, please contact your phone administrator
An internal error occurred in the WebDialer application.
Contact your Cisco Unified Communications Manager system administrator.
Cannot make call. Please ensure Click to Call is running
Ask the end user to restart the Click to Call application. Click to Call cannot find Cisco IP
Communicator. Please ensure it is running or select another phone
Ask the end user to verify that their Cisco IP Communicator soft phone is running properly, or to select a phone to use with the Click to Call application.
Click to Call is not fully configured One or more mandatory fields in the sign-in screen have been left blank.
Ask the end user to enter the missing information in the sign-in screen, and retry the login.
Destination cannot be reached The end user dialed the wrong number, or you have not applied the correct dial rules.
Check that the Cisco WebDialer service is configured to use the application dial rules on Cisco Unified Communications Manager.
Login failed. Please make sure your user name and password are correct
Provide the end user with the correct username and password for the Cisco Unified Communications Manager server.
Ask the end user to enter this username and password in the Login screen, and retry the login.
No phone is available. Please contact your phone administrator
Ask the end user to verify and refresh the phone preferences in the Phones screen of the Click to Call Preferences.
No phone has been selected for use with Click to Call. Please select a phone
The end user has no phone selected to use with the Click to Call application.
Ask the end user to select a phone to use with the application from the Click to Call.
Proxy authentication rights could not be found. Please contact your phone administrator
Cisco WebDialer service sends this error. Contact your Cisco Unified Communications Manager system administrator.
Service is temporarily unavailable. Retry the call. If the problem persists, please contact your phone administrator
The C
