Cisco CallManager Best Practices

Cisco CallManager Best Practices

by Salvatore Collora - CCIE No. 4321, Ed Leonhardt - CCIE No. 3264, Anne Smith
Released June 2004
Publisher(s): Cisco Press
ISBN: 9781587051395

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Book description

Delivers the proven solutions that make a difference in your Cisco IP Telephony deployment

  • Learn dial plan best practices that help you configure features such as intercom, group speed dials, music on hold, extension mobility, and more

  • Understand how to manage and monitor your system proactively for maximum uptime

  • Use dial plan components to reduce your exposure to toll fraud

  • Take advantage of call detail records for call tracing and accounting, as well as troubleshooting

  • Utilize the many Cisco IP Telephony features to enable branch site deployments

  • Discover the best ways to install, upgrade, patch, and back up CallManager

  • Learn how backing up to remote media provides both configuration recovery and failure survivability

    • IP telephony represents the future of telecommunications: a converged data and voice infrastructure boasting greater flexibility and more cost-effective scalability than traditional telephony. Having access to proven best practices, developed in the field by Cisco® IP Telephony experts, helps you ensure a solid, successful deployment.

    Cisco CallManager Best Practices offers best practice solutions for CallManager and related IP telephony components such as IP phones, gateways, and applications. Written in short, to-the-point sections, this book lets you explore the tips, tricks, and lessons learned that will help you plan, install, configure, back up, restore, upgrade, patch, and secure Cisco CallManager, the core call processing component in a Cisco IP Telephony deployment. You’ll also discover the best ways to use services and parameters, directory integration, call detail records, management and monitoring applications, and more.

    Customers inspired this book by asking the same questions time after time: How do I configure intercom? What’s the best way to use partitions and calling search spaces? How do I deploy CallManager regionally on my WAN? What do all those services really do? How do I know how many calls are active? How do I integrate CallManager with Active Directory? Years of expert experiences condensed for you in this book enable you to run a top-notch system while enhancing the performance and functionality of your IP telephony deployment.

    Table of contents

    1. Copyright
      1. Dedications
    2. About the Authors
    3. About the Contributing Authors
    4. About the Technical Reviewers
    5. Acknowledgments
    6. Command Syntax Conventions
    7. Foreword
    8. Introduction
      1. Target CallManager Release
      2. Goals and Methods
        1. Using Links
      3. Who Should Read This Book?
      4. How This Book Is Organized
      5. Comments for the Authors
      6. Updates and Free Downloads
      7. Further Reading
        1. Cisco Documentation
        2. Cisco CallManager Fundamentals: A Cisco AVVID Solution
        3. Troubleshooting Cisco IP Telephony: A Cisco AVVID Solution
        4. Developing Cisco IP Phone Services: A Cisco AVVID Solution
        5. Cisco IP Telephony
        6. Integrating Voice and Data Networks
      8. Icons Used in This Book
    9. 1. Planning the CallManager Implementation
      1. Read the Solution Reference Network Designs
      2. Check the Compatibility Matrix
      3. Assess the Current Data Infrastructure
        1. Implement Quality of Service
        2. Maintain the Highest Availability Possible
          1. Make Sure You Have an Uninterruptible Power Supply
          2. Ensure an Optimum Operational Environment
          3. Build Redundancy into Your Network Design
        3. Security
        4. Document the Current Data Infrastructure
      4. Assess the Current Voice Environment
        1. Conduct a Feature Inventory and Create User Classes
        2. Document the Existing and Desired Dial Plan
        3. Document Classes of Service
        4. Document the CDR Method
        5. Talk with Existing Users
        6. Determine the Current Applications
        7. Document All Existing Hardware
      5. Choose the Right Equipment
        1. Choose a Server Hardware Vendor
        2. Server Memory Requirements
        3. Adding Hard Drives to a Server
        4. Choosing Phone Types
      6. Create a Training Curriculum for Users and Administrators
        1. User Training Techniques
        2. Administrator Training
      7. Establish a Rollout Plan
        1. Determine How to Add Phones to the System
          1. Consideration: Number of Phones
          2. Consideration: Amount of Time to Cutover
          3. Consideration: Quality of End-User Logistics
          4. Migrating from PBX or Green Field
        2. Determine the Cutover Method
          1. Flash Cut
          2. PBX Migration
          3. Dual Phone and Then Flash Cut
        3. Create User Information Packets
        4. Establish a Second-Day Support Plan
        5. Institute a Problem Reporting and Escalation Plan
        6. Establish Operations Procedures
      8. Summary
    10. 2. Planning Centralized Call Processing Deployments
      1. Establishing Basic WAN Connectivity
        1. Deployment Using Leased Lines
        2. Deployment Using Frame Relay
        3. Deployment Using Asynchronous Transfer Mode
        4. Deployment Using Multiprotocol Label Switching (MPLS)
        5. Deployment Using Voice and Video Virtual Private Networks
      2. Tuning Quality of Service on the WAN
        1. Minimizing Latency
          1. Use IP RTP Priority Queuing if You Cannot Use LLQ
          2. At a Minimum, Use LLQ for Marked or Unmarked Packets
          3. Best Practice: Use LLQ with Marked and Trusted Incoming Packets
        2. Reducing Jitter
          1. Use LFI for Point-to-Point Links Slower than 768 kbps to Reduce Jitter
          2. Use LFI with Traffic Shaping for Frame Relay
        3. Adjusting Bandwidth Consumption
          1. Use Compressed Real-Time Transport Protocol in Some Cases
          2. Choosing the Codec
      3. Preventing WAN Oversubscription by Using Locations-Based Call Admission Control (CAC)
        1. Configure Regions for Central and Remote Locations
        2. Configure Locations
      4. Dynamically Rerouting Calls Using Automated Alternate Routing
      5. Survive WAN Outages by Using SRST
        1. Understanding SRST User Functionality
        2. Understanding SRST at the Central Site
        3. Deploying SRST at the Location
          1. Limit the Number of Lines on Particular Phone Types
          2. Maximize Three-Party Ad Hoc Conferencing
          3. Enable Consultative Transfers
          4. Enable G.711 Music on Hold Sourcing at the Location
        4. Voice Mail During SRST Fallback
        5. PSTN Calling During SRST Fallback
      6. Choosing Gateways to Support Centralized Call Processing Functionality
      7. Summary
    11. 3. Installing CallManager
      1. Before the Installation
        1. Determine the Installation Logistics
        2. Prepare the Installation Checklist
        3. Prepare the Installation Media
        4. Verify Network Connectivity
        5. Verify That Both Power Plugs Are Connected
        6. Do Not Modify the Original BIOS Settings
        7. Do Not Add Unsupported Third-Party Hardware
        8. Use Dual Network Interface Cards (Adapter Teaming)
        9. Locate Your Cisco SmartNet Contract Number or System Serial Number
        10. Read the Release Notes
          1. Windows OS Version
          2. CallManager Version
          3. Hardware Compatibility
      2. During the Installation
        1. Locate Key Directories and Files
        2. Avoid Windows Domain Participation
        3. Update the LMHOSTS File
        4. Use Consistent Passwords Across Servers
      3. After the Installation
        1. Double-Check Your Pre-Installation Checklist
        2. Do Not Add Unsupported Software to CallManager Servers
        3. Do Not Change OS Parameters
        4. Do Not Create Other Accounts on the System
        5. Use Only Microsoft Patches and Updates That You Download from Cisco.com
        6. Verify Database Synchronization
        7. Set the NIC to the Highest Link Speed and Full Duplex
        8. Use the Cisco Security Agent
        9. Add Cisco-Supported Virus Protection Software
      4. Summary
    12. 4. Backing Up and Restoring the Environment
      1. Consider the Whole Deployment
        1. Back Up All Important Data on the CallManager Server
          1. Back Up Subscriber Databases to Ensure CDR and CMR Survivability When the Publisher Is Down
          2. Back Up All Music on Hold Audio Sources
          3. Consider Backing Up CallManager Log Files
          4. Caring for Other Files
        2. Back Up the Cisco Unity Messaging Repository
        3. Back Up Extended CallManager Functionality
        4. Back Up CallManager-Based Gateways and IOS-Based Gateways
        5. Back Up Ethernet Switches and Router Configurations
      2. Five Steps to a Solid Backup
      3. Planning Your Backup Strategy
        1. Select the Appropriate Backup Server
        2. Determine Backup Schedules
        3. Use BARS to Back Up the Environment
          1. Become Familiar with BARS
            1. Check the Log Files for Errors During Backup
            2. Move Backup Files if You Perform Multiple Backups in a Single Day
            3. Access BARS via the Web Browser
            4. Make Sure You Have Enough Free Disk Space on the Backup Server and the Backup Target
        4. Use Consistent Private Password Phrases
      4. Things to Be Aware of When Restoring from a BARS Backup
        1. The Big Decision: Reinstall, Restore, or Recover?
        2. The Restore Wizard Makes Restoring a Server Less Painful
      5. Troubleshooting Typical Backup Problems
        1. Resolving NetBIOS and Windows Internet Name Service Issues
        2. Identifying SQL Password and Replication Problems
      6. Summary
    13. 5. Upgrading and Patching CallManager
      1. Preparing for an Upgrade or Patch
        1. Understand the Difference Between Patching and Upgrading
        2. Use a Staging Environment (if Applicable)
        3. Select the Appropriate Upgrade Version of CallManager
        4. Ensure Version Compatibility with the Windows OS
        5. Read the Release Notes
        6. Ensure Hardware Compatibility with CallManager and the Windows OS
        7. Prepare the Upgrade Checklist
        8. Obtain Media Well in Advance of Upgrading by Using the Product Upgrade Tool
        9. Download Maintenance Releases
        10. Download Windows OS Upgrades
        11. Burn Files to a CD
        12. Run the Upgrade Assistant Utility
      2. Performing a CallManager Upgrade Using a Staging Server
        1. Schedule an Outage Window
        2. Schedule a Change Freeze
          1. Stop the IIS Service to Freeze CallManager Administration Changes
          2. Freeze Call Forward All Setting from IP Phones
          3. Resynchronize the Voice Mail Message Waiting Indicator
        3. Use a Spare Drive to Remirror
        4. Perform and Document the Necessary Upgrades
        5. Check the Event Log
        6. Perform Chkdsk and Defrag Operations
        7. Move the Hard Disk into the Production System in Careful Order
      3. Installing Windows OS and CallManager Service Releases
        1. Read the Master File of Windows Updates
        2. Read the README File
        3. Install the Service Release While Observing Precautions
      4. Summary
    14. 6. Securing the Environment
      1. Classes of Voice Security Threats
        1. Unauthorized Access
        2. Denial of Service
        3. Violation of Integrity
        4. Violation of Privacy
        5. Violation of Nonrepudiation
      2. Create a Security Policy to Guide Your Efforts
      3. Avoid Single Points of Security Policy Failure
      4. Review an Infrastructure Security Feature Checklist
        1. Harden Access to Routers and Switches
          1. Out-of-Band Management for CatOS/IOS Devices
          2. Encrypted Connections for Management Control Traffic
          3. One-Time Passwords for Authentication
        2. Layer 2: Statically Restrict MAC Addresses on a Switch Port Using Port Security
        3. Layer 2: Dynamically Restrict Ethernet Port Access with 802.1x Ethernet Port Authentication
          1. Which Ethernet Ports Require 802.1x Authentication?
          2. What 802.1x Authentication Mechanism Should You Use?
          3. Do All Your Clients Support 802.1x?
          4. Does 802.1x Have Security Vulnerabilities?
        4. Layer 2: Don't Trust Class of Service Settings from PCs Behind IP Phones
        5. Layer 2: Use Private VLANs to Restrict Layer 2 Connectivity
        6. Layer 2: DHCP Option 82 Stops Broadcast of DHCP Replies
        7. Layer 2: DHCP Snooping Protects Against DHCP Spoofing
        8. Layer 2: Turn on Dynamic ARP Inspection
          1. ARP and GARP Associate Layer 2 and Layer 3 Addresses
          2. Hackers Can Exploit ARP and GARP
          3. DAI Blocks Inconsistent GARPs and ARP Replies
        9. Layer 2: Lock Down Layer 2 Control Protocols
          1. Layer 2: Use or Turn Off Cisco Discovery Protocol
          2. Layer 2: Stop VLAN Membership Policy Service Query Protocol to VLAN Membership Policy Server
          3. Layer 2: Stop Bridge Protocol Data Unit Spanning-Tree Attacks with BPDU Guard
          4. Layer 2: Enable STP on Client Ports if They Behave Well
          5. Layer 2: Configure VTP Transparent Mode to Disable VLAN Trunking Protocol
          6. Layer 2: Change the Default Native VLAN to a Value Other Than VLAN 1
          7. Layer 2: Disable Dynamic Trunk Protocol and Limit VLANs on Trunk Ports
        10. Layer 2: Beware of 802.1q Tunneling
        11. Layer 2: Beware of Broadcast Storm Control
        12. Ensure QoS Settings That Prioritize Voice Traffic
        13. Restrict Access by Filtering Network Traffic
          1. VLAN and Port Access Control Lists
          2. Network-Based Application Recognition
        14. Layer 3: Simplify ACLs by Smartly Allocating IP Addresses
        15. Layer 3: Authenticate Routing Protocol Traffic
        16. Layer 3: Authenticate HSRP and VRRP
        17. Layer 3: V3PNs Let Voice Traffic Traverse an Untrusted IP Network
      5. Harden Access via IP Phones
        1. Layer 2: Configure IP Phones to Ignore GARP
        2. Layer 2: Drop 802.1q Frames Received via the PC Port on IP Phones
      6. Harden CallManager and Voice Application Servers
        1. Cisco-Provided OS Hardening
        2. Maintain OS, SQL, and BIOS Security Patches and Updates
          1. Subscribe to the CallManager Notification Tool to Be Advised of New Fixes, OS Updates, and Product Patches
          2. Verify Security Patch Status with Microsoft Baseline Security Analyzer
        3. Use McAfee or Norton/Symantec Virus Protection
        4. Use Cisco Security Agent for Proactive Attack Prevention
          1. Use CiscoWorks VPN/Security Management Solution to Manage Your Cisco Security Agent
        5. Secure Remote Administration of CallManager
          1. Use IPSec VPN to Reach an IP-Based KVM Switch
        6. Compartmentalize Services on Different Servers in Large Deployments
        7. Turn off IIS on Subscribers
        8. CallManager Account/Password Policies
      7. Secure Endpoint Provisioning
        1. Endpoint Image Authentication
        2. Secure Enrollment of Endpoints
          1. Generate Unique Public/Private Key Pairs in Phones
          2. Certificates in Cisco IP Phones
          3. Phones with Manufacturing Installed Certificates
          4. Generate Locally Significant Certificates in Phones
          5. Establish a CTL File
          6. Get a CTL into Phones
      8. Secure Endpoint Operation
        1. Endpoint Configuration File Authentication
        2. Encrypt SCCP Signaling via SCCP/TLS
        3. Encrypt RTP Media Streams via Secure RTP
          1. SRTP Behavior with Call Features
          2. User Notification of Call Security Status
      9. Secure Interserver Communication for MGCP, SIP, H.323, and Java Telephony API Signaling via IPSec
      10. Implementation Considerations
        1. Account for Higher Device Weights with Authenticated Endpoints
        2. Don't Use NAT in the Path of Encrypted Voice Signaling
      11. Summary
    15. 7. Configuring CallManager and IP Telephony Components
      1. General CallManager System Best Practices
        1. Read the Documentation (Recommended Reading List)
        2. Use IP Addresses Instead of Server Host Names
        3. Leave the Default CallManager Name as Is
        4. Use Descriptive Names for All Configuration Items
          1. Name CallManager Redundancy Groups Descriptively
          2. Include a Phone Number and Name in the Description Field When Adding Phones
          3. Never Use the Default Device Pool
        5. Add All Applicable Time Zones and Do Not Use CMLocal
        6. Use Standard Usernames
        7. Create Detailed Device Pools with Intuitive Names
        8. Use Device Pools to Configure Common Parameters and Bulk-Reset Devices
        9. Design User-Friendly Softkey Templates
        10. Enable Dependency Records
        11. Reduce the Interdigit Timeout Default Value
      2. IP Phone Best Practices
        1. Teach Users How to Use IP Phones
        2. Teach Users to Use the Cisco CallManager User Options Web Page
        3. Download the Cisco IP Phone Services SDK to Deploy Free Services on Your Phones
          1. Write Your Own Custom Phone Services
        4. Configure IP Phone Services on Line/Feature Buttons on the Phone
        5. Configure Private Line Automatic Ringdown for Emergency Access
        6. Use Abbreviated Dialing to Provide More Speed Dials for Users
        7. Teach Users to Press the QRT Softkey When They Encounter Audio Problems or Have Trouble with Their Phones
      3. Gateway Best Practices
        1. Choose MGCP over H.323 in Most Cases
        2. Do Not Include Other Gateways in Gateway Calling Search Spaces
        3. Override ANI Display out a Gateway if Desired
      4. Dial Plan Best Practices
        1. Implement Class of Service Restrictions by Ordering Your Partitions in Calling Search Spaces
        2. Never Use the <None> Partition
        3. Use Well-Named Partitions and Calling Search Spaces to Effectively Segment the Dial Plan
        4. Create a Partition for Globally Blocked Numbers, and Create Specific Partitions for Exceptions to the Globally Blocked Numbers
        5. Use the 9.@ Route Pattern with Great Care
        6. Use Urgent Route Patterns When Applicable
        7. Use Line-Based Calling Search Spaces in Addition to Phone-Based Calling Search Spaces (with Caveats)
        8. Accommodate Extension Mobility in the Dial Plan
          1. General Deployment Guidelines
          2. Call Forward Settings
          3. AAR Caveats
        9. Use Dial Plan Features to Prevent Toll Fraud
          1. Use the Dial Plan to Eliminate Toll Fraud
          2. Restrict Auto-Registered IP Phones
          3. Use Calling Search Spaces to Restrict Calls
            1. Restrict Call Forward All Calling Search Spaces
            2. Restrict Voice Mail Calling Search Spaces
            3. Restrict Application Calling Search Spaces
            4. Restrict Gateway Calling Search Spaces
          4. Block Common Fraudulent Area Codes Using a Single Partition
        10. Configure Explicit External Route Patterns
        11. Accommodate PBX Requirements for Prepended Digits by Using the Prefix Digits (Outgoing Calls) Field
        12. Use the Cisco Dialed Number Analyzer to Test Your Configuration
      5. Best Practices for Configuring Features
        1. Music on Hold Best Practices
          1. Prevent MOH from Playing to Conferences
          2. Use MRGLs to Ensure Tone on Hold Rather than MOH (if Desired)
          3. Use Cisco IOS SRST Functionality to Provide Multicast MOH in a WAN Environment Rather Than Putting an MOH Server at a Remote Site
          4. Configure a Continuously Running MOH Stream
        2. Use Local DSPs for Conferencing at Remote Sites
        3. Deploy Video as Needed
        4. Extension Mobility Best Practices
          1. Provide Users with a Device Profile Rather Than a Specific Device
          2. Force Automatic Logout When a User Logs in to Another Phone
          3. Customize Extension Mobility with AVVID XML Layer Scripts
          4. Use the Global Timer to Force Logout
        5. Configure Intercom and Group Intercom
          1. Implementing Intercom Using PLAR Extensions
          2. Implementing Intercom Using Speed Dial Buttons
          3. Implementing Group Intercom Using the Speed Dial Await Further Digits Service Parameter
        6. Manipulate Outbound Caller ID According to Policy
          1. Blocking Caller ID on Outbound Calls
          2. Changing Outbound Caller ID to the Main Number
          3. Enabling Outbound Caller ID for Extensions Connected to the Same Exchange
          4. Enabling Outbound Caller ID for Extensions Connected to Different Exchanges
          5. Blocking Outbound Caller ID on a Per-Call Basis
        7. Alter Internal Caller ID on a Per-Line Basis
        8. Configure System and Group Speed Dials
        9. Get More Lines for Fewer Buttons
          1. Configure Per-Line No Answer Ring Duration
          2. Check the Busy Trigger
          3. Understand Call Stacking (the Behavior of Multiple Calls Per Line, the Busy Trigger, and No Answer Ring Duration)
            1. Managing the Settings for One Assistant or a Pool of Assistants
          4. Think of the Buttons on the Phone as Line/Feature Buttons
        10. Cisco IP Manager Assistant Best Practices
          1. Consider Not Using the IPMA Configuration Wizard
          2. Configure Redundant Servers and Force Failback
          3. Run IPMA on a Dedicated Server if You Configure a Large Number of Managers and Assistants
          4. If the Assistant's Line is the Primary Line, Use the Primary Line for Voice Mail
          5. Save Directory Numbers in Proxy Line Mode by Using a Prefix Character
          6. Interaction with Personal Assistant
            1. Configure PA to Intercept an Incoming Call and Then Forward It to IPMA
            2. Configure IPMA to Intercept an Incoming Call and Then Forward It to PA
        11. Verify Your Configuration and Physical Connection When Using CMI
      6. Tools and Application Best Practices
        1. Use the Trace Collection Tool for Convenient Trace Collection
        2. Use the AXL SOAP API to Write Custom Scripts That Interact with the CallManager Database
        3. Use the Bulk Administration Tool
          1. The Best Way to Add Devices and Users to CallManager
          2. Validate the CSV File
          3. Use Your Existing Spreadsheet Data
            1. Convert Spreadsheet Data to a BAT-Acceptable Format
          4. Use Standard Calling Party Names
          5. Use a Barcode Scanner with Keyboard Input
          6. Use BAT to Update Partitions on Lines So That You Never Use the <None> Partition
          7. Run a Query in BAT to Generate a List of Unassigned DNs
        4. Cisco IP SoftPhone/Communicator Best Practices
          1. Use Cisco IP Communicator as the Preferred Software-Based Phone Model Unless Collaboration Is Needed
          2. Use G.729 for Best Audio Quality in a Limited-Bandwidth Environment
          3. Advise Users That Dialup with SoftPhone or Communicator Might Result in Poor Audio Performance, and Ensure That QoS Is Provided When Possible
          4. Test the Headset for Audio Quality
          5. Stay Local to Ensure Available Bandwidth for Your SoftPhone/Communicator
        5. Attendant Console Best Practices
          1. Don't Configure Personal Lines on the Attendant Console Phone; Supply a Second Phone Instead
          2. Put the Pilot Point of the Attendant Console Number Behind a Translation Pattern
        6. Provide Personalized Call Distribution via Cisco Personal Assistant (with or Without Speech Recognition)
        7. Use Directory.asp and Cisco WebDialer to Initiate Calls from a Web Page
      7. Summary
    16. 8. Managing Services and Parameters
      1. About Services
        1. Changing or Displaying the Status of Services
        2. Starting/Stopping and Activating/Deactivating Services in CallManager Serviceability
        3. Restarting Services
        4. Document the System Before Making Changes, and Limit the Number of Changes Made at One Time
      2. About Service Parameters
        1. Distinguishing Clusterwide Parameters
        2. Understanding Advanced Parameters
        3. Wait Until Nonproduction Hours to Change Parameters That Require a Restart
        4. Beware of Enterprise Parameters That Require a Restart of All Devices
        5. Checking Parameter Settings for All Servers
          1. Check for Out of Sync Parameters
      3. Cisco CallManager Service and Related Parameters
        1. Collect CDR Data for Billing Purposes and Troubleshooting
        2. Customize Data for CCM Traces and Cisco Dialed Number Analyzer
          1. Digit Analysis Complexity
          2. Status Enquiry Poll Flag
          3. Locations Trace Details Enabled
        3. Managing System Performance
          1. Maximum Phone Fallback Queue Depth
          2. Maximum Number of Registered Devices
        4. Parameters You Should Ignore
        5. Parameters You Should Notice
          1. T301 Timer (Alerting Timeout)
          2. T302 Timer (Interdigit Timeout)
          3. Offhook to First Digit Timer (First Digit Timeout)
          4. Forward Maximum Hop Count
          5. Forward No Answer Timer
          6. Max Forward Hops to DN
          7. Statistics Enabled
          8. Automated Alternate Routing Enable
        6. Check the Display Text for Translated Parameters
        7. Specify Unknown Caller ID Text if It Is Not Passed from the PSTN
        8. If Secondary Lines Are Shared, Use the Primary Line
        9. If Secondary Lines Are Shared, Use the Primary Line for Voice Mail Access
        10. The Many Uses of Speed Dial Await Further Digits
        11. Take B-Channels Out of Service for Troubleshooting or Maintenance
        12. Enable Distinctive Rings for OnNet and OffNet Calls
        13. Distinguish National Numbers and Prepend a Digit String So That Users Can Return Calls from the Missed Calls List in the Directory
        14. Enable FastStart with Centralized Call Processing
        15. Customize Call Park
        16. Play a Tone on Barge, Join, and Conference
        17. Prevent Hold Music from Streaming to a Conference
        18. Your Hardware and Software Determine the Number of Conference Participants
        19. Use Silence Suppression if Needed
        20. Choose a Dial Tone
        21. Change Your Preferred Packet Size if Needed
      4. Cisco TFTP Service
        1. Providing Redundancy and Selecting the TFTP Server via DHCP
      5. Cisco Messaging Interface Service and Related Parameters
        1. Do Not Configure CMI Parameters if You Use Cisco Unity or Integrate Legacy Voice Mail Using SMDI on a Cisco VG248
        2. Specify a CallManager Name and a Backup CallManager Name
        3. Specify the MWI Calling Search Space
        4. Change the Serial Port Parameter if You Use COM2
        5. Specify the Voice Mail Directory Number and Voice Mail Partition
        6. Do Not Enter a Trailing Space in Edit Fields
      6. Cisco IP Voice Media Streaming App Service
      7. Cisco CTIManager Service
      8. Cisco Telephony Call Dispatcher Service
      9. Cisco MOH Audio Translator Service and Related Parameter
        1. Increase/Decrease the MOH Volume
      10. Cisco RIS Data Collector Service and Related Parameters
        1. Schedule RIS Cleanup Time of Day for Nonproduction Hours
        2. Leave the Data Collection Enabled Parameter at the Default Setting to Collect Systemwide Statistics
        3. Use the Default Data Collection Polling Rate
        4. Use Redundancy for RIS Data Collector
      11. Cisco Database Layer Monitor Service and a Related Parameter
        1. Control the Number of CDRs in the CDR Database
      12. Cisco CDR Insert Service
      13. Cisco CTL Provider Service
      14. Cisco Extended Functions Service and a Related Parameter
        1. Change the Call Back Sound Using the Audio File Name Parameter if Desired
      15. Cisco Serviceability Reporter Service
      16. Cisco WebDialer Service
      17. Cisco IP Manager Assistant Service
      18. Cisco Extension Mobility Service and Related Parameters
        1. Enforce a Maximum Login Time for Extension Mobility
        2. Allow a Single Login Only
        3. Configure Extension Mobility So That Phones Remember the Last User Logged In
      19. General Enterprise Parameters
        1. Speed Up Your Page Loads or Increase the Number of Items That Are Displayed
        2. Enable Dependency Records
        3. Let Users Customize Ring Tones
        4. Make Sure That NT Users Have Access to CDR Paths
        5. Choose Your Locale
        6. Choose Your Default System Security
      20. Summary
    17. 9. Using Multilevel Administration
      1. Changes from the Previous Release
        1. Enabled Versus Disabled
        2. Password Issues
        3. Integrated Database
        4. Simplified Upgrade, Backup, and Restore
        5. Centralized Log Files
      2. Enable MLA for Added Security
      3. No MLA Access When the Publisher Is Down
      4. Enable Tracing for MLA
      5. Monitor the Access Log for Malicious Login Attempts
      6. Check the Privileges Report
      7. Create User-Specific Accounts
      8. Create Custom Functional Groups
      9. Create Custom User Groups
      10. Assign Group Privileges
      11. Manage Overlapping Permissions
      12. Keep an Eye on Your System
        1. Use the IIS Log File to Trace a CCMAdministrator Login to a Machine
        2. Get to Know Your Company's Human Resources Managers
      13. Maintain the Tightest Security Possible
        1. Always Close the Web Browser
        2. Turn off IIS on Subscribers
        3. Be Careful When Assigning Full Access
        4. Do Not Save Passwords in the Password List
        5. Conduct Periodic Security Audits
      14. Summary
    18. 10. Mastering Directory Integration
      1. Directory Access Versus Directory Integration
      2. Directory Access for IP Telephony Endpoints
      3. Directory Integration for CallManager
        1. Run the Cisco Customer Directory Configuration Plugin
        2. Adding CallManager Servers to a Domain
      4. Best Practices for Directory Integration
        1. Planning the Directory Integration
        2. Preparing the Directory for Integration
        3. Integrating CallManager with the Directory
        4. Maintaining the Directory Integration
          1. CallManager Upgrades
      5. Summary
    19. 11. Administering Call Detail Records
      1. Use CDR Data for Accounting/Billing or Troubleshooting
      2. Enable CDR Data Collection
      3. Limit the Number of CDR and CMR Entries
      4. Configure CDR Enterprise Parameters
      5. Enable Network Time Synchronization on All CallManagers and Update the Configuration File if Needed
      6. Understanding the Call Detail Record Format
        1. New CDR Fields in CallManager Release 4.0
        2. Frequently Searched CDR Fields
        3. ITU Q.850 Cause Codes Table
      7. Understanding CDR Data Through Call Examples
        1. Understanding CDRs: An Example of a Normal Call
        2. Establish Baseline Jitter and Latency Characteristics
        3. Understanding CDRs: An Example of an Unsuccessful Call
      8. Search the CDR SQL Database
      9. Export CDR Data for Further Analysis
      10. Convert Epoch Time to Human-Readable Time Using the CDR Time Converter Utility
      11. Convert a 32-Bit Signed Integer Value to an IP Address
        1. Using Microsoft Excel Formulas to Convert UTC and IP Addresses
      12. Using the CAR Tool
        1. Configure CDR Load Settings for Times When CallManager Resources Are Most Available (Midnight Daily by Default)
        2. Avoid Common Installation Pitfalls
        3. Standard CAR Reports for Monitoring and Troubleshooting
        4. Examine Weekly and Monthly Utilization Reports
          1. Run Weekly Gateway Utilization Reports to Monitor Usage on Gateways That Connect to the PSTN
          2. Run Weekly Voice Messaging Utilization Reports to Check for Oversubscription
        5. Track Individual Usage Patterns via CAR
        6. Track Quality of Service via CAR
      13. Third-Party CDR Applications
      14. Summary
    20. 12. Managing and Monitoring the System
      1. Choosing the Best Overall Methodology
        1. Host-Based Monitoring
        2. Tool-Based Monitoring
        3. Collect Only What You Need
        4. Use What You Have
      2. Make Monitoring a Daily Process
      3. Configuring Authentication, Authorization, and Accounting on Cisco IOS Gateways
        1. Choose the Right AAA Protocol
          1. Configure Cisco Secure ACS to Talk to CallManager's DC Directory
            1. Baseline AAA Configuration
        2. Configure Authentication to Limit and Track Access
          1. TACACS+ Configuration
          2. RADIUS Configuration
        3. Configure Authorization to Limit Allowable Commands
        4. Configure Accounting to Track Issued Commands
      4. Using Syslog to Monitor the System
        1. Facilities
        2. Severities
        3. Syslog Message Format
        4. Watch the Syslog Data Every Day
        5. Determine the Right Logging Severity
        6. Enable and Configure the CallManager Serviceability Alarm Subsystem for Syslog
        7. Configure IOS Gateways for Syslog
        8. Configure a Linux-Based Syslog Server if Your Network Doesn't Have a Server
        9. Use the CiscoWorks Syslog Service if Available
        10. What to Do When You Don't Control the Syslog Server
        11. Configure Multiple Syslog Servers on IOS Gateways for Redundancy if Available
        12. Use a Syslog Analyzer if You Can
        13. Check the Windows Event Subsystem (Event Viewer)
      5. Using SNMP Where Possible
        1. Enable SNMP Support on CallManager
        2. Choose Complex Community Strings
        3. Limit Allowable Hosts
        4. Configure Trap Destinations
        5. Monitor for Traps
          1. HP Insight Agents Generate SNMP Traps
          2. Traps in CISCO-CCM-MIB
            1. ccmCallManagerFailed Trap
            2. ccmPhoneFailed Trap
            3. ccmPhoneStatusUpdate Trap
            4. ccmGatewayFailed Trap
            5. ccmMediaResourceListExhausted Trap
            6. ccmRouteListExhausted Trap
            7. ccmGatewayLayer2Change Trap
            8. ccmQualityReport Trap
            9. ccmMaliciousCall Trap
          3. CCM Alarm Facility Traps
      6. Use Microsoft Performance for Real-Time Data If It Fits Your Current Model
      7. Check the Serviceability Reports Archive Every Day
        1. Change Service Parameters if Applicable
      8. Check the CallManager Trace Facility Configuration and Log Files
        1. Don't Allow Files to Become Too Large
      9. Using Windows Terminal Services
        1. Downloading the Remote Desktop Client
        2. When to Use Terminal Services
        3. Upgrades Are Not Supported via Terminal Services
        4. Potential Security Implications of Terminal Services
      10. Using VNC
        1. Install and Use VNC
        2. Close VNC After Initiating Upgrades
      11. Summary
    21. 13. Using Real-Time Monitoring Tool
      1. Configuring RTMT
        1. Be Aware of Changes to RTMT
        2. Changes from Earlier Releases
        3. Decide What to Monitor
        4. Decide Who Monitors What
        5. Monitor Media Resources Closely
        6. Monitor Trunk Utilization Closely
        7. Change the Polling Interval if Needed
        8. Modify Preconfigured Alerts if Needed
        9. Configure Perfmon Counters and Set Alerts
        10. Use Device Search to Quickly Find Device Status
        11. Use the Serviceability Reports Archive
        12. Create Custom Reports from Raw RISDC Data
          1. Alert Log Format
          2. Server Log Format
          3. Service Log Format
          4. Call Log Format
          5. Device Log Format
          6. Perfmon Log Format
      2. Summary
    22. Appendix: CallManager 4.0 New Feature Description
      1. CallManager Release 4.0(1) Feature List
        1. Multilevel Precedence and Preemption
          1. Precedence Calls Between Selected IP Phones in the Same Cluster
          2. Precedence Calls from an IP Phone to a Phone on a Connected MLPP-Capable Network
        2. Q.SIG Enhancements
        3. Annunciator
        4. Session Initiation Protocol (SIP) Trunk Signaling Interface
        5. Desktop Video Telephony
          1. Cisco VT Advantage
          2. Configure Cisco-Approved H.323 Video Endpoints in CallManager Administration Instead of Using a Gatekeeper
        6. Multiple Calls Per Line Appearance
        7. Call Join (Join)
        8. Barge Enhancements (cBarge)
        9. Privacy Enhancements (Privacy)
        10. Immediate Divert to Voice Mail (iDivert)
        11. Drop Any Party from Ad Hoc Conference (Drop)
        12. Assign a URL to a Line/Feature Button (Service URL)
        13. Display of Configurable Call Forward Information
        14. Direct Transfer (DirTrfr)
        15. IPMA Enhancements
        16. Conferencing Infrastructure Enhancements
        17. Hunt Group Enhancements
        18. Malicious Call Identification (MCID)
        19. Published API Enhancements
          1. Java Telephony API/Telephony API Enhancements
            1. Autoinstallation Infrastructure Enhancements
            2. Media Termination at the Route Point
          2. Logon Services Enhancements
          3. SNMP Enhancements
          4. Performance Monitoring Enhancements
        20. Bulk Administration Tool (BAT) Enhancements
        21. Management and Monitoring Enhancements
        22. Multilevel Administration (MLA) Enhancements
        23. Cisco CallManager Attendant Console Enhancements
        24. Security Enhancements
        25. Other Enhancements and Caveats
    23. Glossary

    Product information

    • Title: Cisco CallManager Best Practices
    • Author(s): Salvatore Collora - CCIE No. 4321, Ed Leonhardt - CCIE No. 3264, Anne Smith
    • Release date: June 2004
    • Publisher(s): Cisco Press
    • ISBN: 9781587051395