Created by: James Maudlin on 20-05-2011 10:09:32 AM WebDialer Click-to-call overview:
This component enables WebEx Social Users to make Click-to-call using UCM WebDailer SOAP API. It's requirement that WebDialer SOAP Service need to be enabled & running in one/more UCM Nodes. Its also required that UCM Publisher Node to have AXL & Serviceability Services to be enabled and running state.
What all the configuration/provisioning required to enable Click-to-call using WebDialer in WebEx Social?:
<ol> <li> WebEx Social Admin should request UCM Admin to create an UCM Application User with required Roles/group (mentioned here ) inorder to provision UCM in WebEx Social</li> <li> WebEx Social Admin should visit "Settings->Common Configurations->WebDialer" Admin page in WebEx Social and add the UCM (Just Publisher hostname/IPAddress depending on how ucm is configured )using newly created Application user credentials in step1.</li> <li> It is a requirement that all WebEx Social Users are UCM End users ( WebEx Social screen name should match UCM EndUserId)and each user should have atleast one or more phones/devices associated with CTI Enabled (as mentioned here )</li> <li> Each Users in WebEx Social should atleast have one primary phone number added in their WebEx Social Profile page (In case if the phone numbers are not automatically synced by Directory Sync.)</li> <li> User now should be able to perform Click-to-call from "Contact Card" of other users or hitting the "Test Call" button from "Settings->My Account->WebDialer Preference" page.</li> </ol>
Webdialer Click-to-call debugging:
General tips: <ul> <li>When a WebEx Social user performs Click-to-call, WebEx Social browser need to send servlet request to WebEx Social backend, so pls make sure your laptop/desktop machine that you are currently using have valid network connection and WebEx Social server is reachable.</li> <li> For every Click-to-call request, WebEx Social backend will invoke UCM WD SOAP API. This requires a reliable network connection between WebEx Social & UCM all the time.</li> <li> Each WebEx Social User should have CTI enabled on their associated phone devices to perform Click-to-call</li> <li> UCM upgrade and/or stopping WebDialer SOAP Services in UCM will impact WebEx Social Click-to-call.</li> </ul>
Troubleshooting information: <ul> <li> Setting Trace Levels: Log in as administrator. Go to Settings --> Server Administration --> Log Properties tab. Here you see on the first page itself the component "Click-to-call Interface". Select the node that you want to debug from the dropdown and hit Go. Set the maximum file size and the Number of backup files as required so that the logs do not roll over fast. Now for "Click-to-call Interface", choose the trace level to "Debug" from the dropdown. The default trace level is "ERROR". The logs will be saved in tomcat/logs under the name WebEx Socialxxxx.log.gz. They are logged along with the regular WebEx Social log. You can grep for "webdialer" in the logs to take a look at the logs from this component. You may have to enable the same in all WebEx Social Nodes if you not sure on which WebEx Social tomcat Node the Click-to-call requested ended up.</li> <li> Setting Log Retention: If the logs roll over, you can check the logs in the NFS mounted server</li> <li> Logs location: /opt/ramfs/logs/WebEx Social*.log</li> <li> Typical Failure scenarios:</li> </ul> <ol> <li> Click-to-call failure</li> <li> WebDialer Preference Page failure to load or list the phone devices</li> <li> WebDialer Administration page failed to add/update/delete an UCM Cluster</li> </ol> <ul> <li> Understanding the Logs: </li> </ul>
[Success scenario] Not much of log messages expected for normal scenario
[Failure scenario] Following are typical click-to-call feature/config related failure scenarios
Look for exception stack trace with keyword ¿webdialer¿ for above failures
com.cisco.ecp.uc.webdialer.soap.util.SoapServiceException: Recursive call for GetCCMVersionReq() failed
at com.cisco.ecp.uc.webdialer.soap.util.AXL.getCCMVersion(AXL.java:730)
at com.cisco.ecp.uc.webdialer.soap.util.AXL.executeSQLQuery(AXL.java:288)
at com.cisco.ecp.uc.webdialer.PhonePreferencesUtil.getWDPhonesForUser(PhonePreferencesUtil.java:117)
at org.apache.jsp.html.portlet.enterprise_005fadmin.user.webdialer_005fphone_005fpreferences_005fajax_005fresponse_jsp._jspService(webdialer_005fphone_005fpreferences_005fajax_005fresponse_jsp.java:682)
<ul> <li> Health/Sanity Checks <ul> <li> How to check WD is provisioned correctly? <ol> <li> Log into WebEx Social as Administrator and Hit on ¿Settings->Common Configurations-¿ and hit on ¿Web Dialer¿ tab. This will show UCM clusters added in WebEx Social. Verify the list of nodes (WD Services enabled) populated under ¿Web Dialer enabled Nodes¿ column.</li> </ol> </li> <li> How to check WD works normally? <ol> <li> Log into WebEx Social and Hit on ¿Settings->My Account->WebDialer Preference¿ page. <ul> <li> This page will show all the phones provisioned for that user including multiple phone devices and/or multiple phone lines.</li> <li> You can also perform individual Test call by hitting the ¿Test call¿ button next to the phone.</li> </ul> </li> <li> Hover your mouse on any contacts or users in WebEx Social page, Contact Card will popup. Click on the Phone Icon and check whether ¿call placed successfully¿ window pops up .</li> <li> You can also verify by hearing the phone ring sound.</li> </ol> </li> </ul> </li> </ul>
Administration: <ul> <li> Portal-ext.properties (Following are the properties used by WD. It is provided for informative purpose only. No need to change any property):</li> </ul> <pre>com.cisco.webdialer.db=true</pre> <pre> #com.cisco.ecp.uc.webdialer.pickdefaultphone=Extension Mobility</pre> <pre> #com.cisco.ecp.uc.webdialer.useSecondaryIDforEM=mailid</pre>
Database Tables:
<ul> <li> All UCM Clusters added from Control panel->Settings->Common Configuration->¿WebDilaer¿ tab are stored in the database</li> </ul>
o portletpreferences & contact_ table in WebEx Social lportal database schema
o SampleSql Query to retrieve the data specific to WebDialer
select WDPHONENAME, WDPHONELINE, WDPRIMARYNODE from contact_ where userId=200232;
select * from portletpreferences where portletid like 'Web%';
When manual Restart is required :
o Any change to UCM Cluster in one WebEx Social nodes will not be propagated to other WebEx Social nodes. Hence adding/update/Deletion of UCM Cluster requires restart of MemCache Nodes Further details on Webdialer Click-to-call:
WebEx Social Click-to-Call FAQ
General:
1. How does WebEx Social Click-to-call Works?.
WebEx Social uses UCM WebDialer SOAP AXL API to place a phone call. Users should have atleast one provisioned phone device in UCM Clusters to place the call.
2. Is CUPC client is supported by WebEx Social Click-to-call?.
No. CUPC Client is not supported by UCM WebDialer.
3. What are the diferent models of IP phones supported by WebEx Social Click-to-call using WebDialer?.
WebEx Social supports all phones that are officially supported by UCM WebDialer. On the other hand UCM WebDialer supports phones that are supported by CTI. Pls refer below links for comprehensive list of CTI supported phones .
4. Does WebEx Social WebDialer uses jTAPI or CTI to place a call?.
No. WebEx Social do not directly use any of JTAPI or CTI API calls.
5. Does WebEx Social uses UCM / IWE WebDialer UI?.
No. WebEx Social don't leverage UCM native WebDialer UI or IWE WebDialer UI. WebEx Social use its home grown ContactCard UI by invoking Webdialer SOAP AXL API to place calls.
6. How does WebPhone and WebDialer works together in QUAD?.
WebEx Social WebPhone uses browser Plugin. If you don't have WebPhone Plugin installed in your browser, all Click-to-call requests will be handled through WebDialer. If you already have Softphone plugin installed and enabled, Click-to-call will be handled via WebPhone.
See the "SoftPhone" section below for more details.
7. How do I change my phone that is chosen by WebEx Social by default for Click-to-Call?
Login to WebEx Social and goto Settings->My Account and click on "WebDialer Preferences" and select your preferred device and hit Save.
Security :
1. What are the general security measures implemented by WebEx Social Click-to-Call using WebDialer?
WebEx Social considered and implemented following security measures:
i) Creates & Uses UCM Proxy User (Application user PCIXXXXX) credentials to place calls on behalf of every user
ii) Performs UserProfile check against UCM before placing the call. This check it to ensure that User still exits in the System and also has the controlling authority of the device/phone that the user claims to be.
iii) Uses HTTPS connection to communicate to UCM for secure connection
2. As a user, when I place a Click-to-call in WebEx Social, will my password will be sent across every time to UCM ?
When you add UCM Cluster in WebEx Social, It will create its own Proxy UCM Application User account. WebEx Social will use this Proxy User account to place all click-to-call request to this UCM cluster. This will avoid any security risks in sending every User's password every time for every calls.
3. What all the UCM groups & roles/privilege that WebEx Social will need for adding the UCM cluster?
Prior to version Sprint15, WebEx Social will create a 'PCI Web Dialer AXL and Serviceability Users' group and will assign following roles for the Proxy User
i) Standard AXL API Access
ii) Standard EM Authentication Proxy Rights
iii) Standard CCM Admin Users
iv) Standard SERVICEABILITY Administration
Sprint15 and later version requires manual creation of the above Role & Proxy User in UCM before adding the UCM cluster in WebEx Social
4. What are the UCM User Permission Roles/Groups that a WebEx Social User need to perform Click-to-call in WebEx Social?
All WebEx Social Users should minimum have following Roles in UCM in order perform Click-to-Call in WebEx Social(this is UCM WebDialer requirement).
i) Standard CCM End Users
ii) Standard CTI Enabled
ii) Standard CTI Allow Control of Phones supporting Connected Xfer and conf
5. Suppose if WebEx Social ProxyUser account password is compromised? Can someone login to CCMAdmin page using ProxyUser account?
No. WebEx Social UCM ProxyUser account is an Application User (only used by programs) and will not be able to access content from CCM Administration page.
6. Assuming that WebEx Social is provisioned with 3 different UCM Cluster. How does WebEx Social knows which UCM Cluster to pick when a user places a call ?
WebEx Social assumes that a User/UserId should only exists in one UCM Cluster at anytime (based on inputs provided by Cisco IT). When a user places a call, WebEx Social will span threads to multiple UCM Cluster to find whether this User exists. Based on whichever UCM Cluster responds, WebEx Social will persists that UCM Primary as Home cluster for that user.
7. Every time when a User makes a call, Will WebEx Social will perform "Home Cluster" selection for that User?
No. WebEx Social will perform this logic only very first time (when the Home Cluster for that user is NULL). After that, it will use the cached home Cluster for that user. This is done for better performance and scalability reasons.
8. What if a User moved from one UCM Cluster to another? Does it requires WebEx Social admin's manual intervention to delete/update the "Home Cluster" in WebEx Social for that user?
No. WebEx Social will look and catch "UserNotFoundExcepton" from the current "Home UCM Cluster" when the User is moved. Once caught WebEx Social will redo the selection of new Home Cluster for that user. This happens automatically when user places first call after moved to the new UCM Cluster.
9. What happens if a User exists in more then one UCM ? Will that user able to perform click-to-call ? Will it work?
Yes or No. It depends on whichever UCM Cluster responds first during "Home Cluster" selection. If the UCM returned is the right UCM where the User phone is registered to then Click-to-Call will work.
10. What happens when a User is deleted from UCM ?
WebEx Social WebDialer back-end will return error as none of UCM cluster will honor the deleted user.
11. What happens when User Phone is moved or provisioned to another Users.
If UCM Admin removes the Phone and device assoication, WebEx Social User will not be able to pick the phone or place call on this phone.
UCM Scalability :
1. Does WebEx Social uses Redirect Server for WebDialer Scalability ?
No. WebEx Social doesn't use any Redirect Server. WebEx Social adopted a different approach as Redirect server had issues with Scalability.
2. If WebEx Social is not using Redirect Server then how it scales ?
WebEx Social WebDialer scalability is addressed by implementing a custom round-robin algorithm to distribute the calls in several UCM Nodes (Nodes with WD Service enabled)
3. Can I get further details (with an example) of how WebEx Social round-robin works?
Assuming that you have a 8 Node UCM Cluster. When you add this CUM cluster in WebEx Social, It will retrieve the list of UCM nodes which has WebDialer SOAP services enabled. WebEx Social will then store the Primary and WebDialer enabled nodes internally. WebEx Social will make SOAP request to place calls to this each UCM Node (which are WD Enabled) in a round-robin fashion.
4. To understand WebEx Social round-robin algorithm further. Assuming that the round-robin logic picks Node1 first to place a call,if there is subsequent calls every second for next 1 hour. Will all the calls will be routed to Node1 ?
No. WebEx Social round-robin will route the calls to multiple UCM irrespective of sequential or multiple calls per second
5. Is WebEx Social round-robin scalability logic is per user basis or for all Users in that cluster?
WebEx Social round-robin logic is globally for all Users in that cluster. For e.g. If WebEx Social round-robin logic picks Node 2 for the current call, then next call will go to Node 3 irrespective of the request coming from the same user or different user.
6. If WebEx Social is provisioned with 3 different UCM Clusters? Will all 3 Clusters will have its own round-robin logic ?
Yes. round-robin scalability logic is per UCM Cluster.
7. What is the best strategy for WebEx Social WD Scaling if I have 16 Node UCM Cluster?
Enable WD Services in all 16 Nodes so that calls will be routed by WebEx Social from round-robin list.
UCM Failover / Shutdown / Maintenance :
1. What happens when one UCM Node (WD Service enabled) goes down?
No worries. WebEx Social will catch the error and reroute the call to next UCM Node
2. What happens when WD Service in a UCM Node crashes?
Once WebEx Social catches the error, it will reroute the call to next UCM Node
3. How many retries WebEx Social makes on failed UCM nodes?
It depends on configuration settings. 3 attempts is default
4. What happens if one or more UCM Nodes need to shutdown for hardware upgrade or migration/scheduled maintainance?
WebEx Social will receive errors and reroute the calls to the next available UCMs. Users will not see any errors other then short delays in placing the calls (only for the calls ended up in Node in question).
5. Due to hardware problems, there are chances that one or two UCM nodes may go down for 1-3 days. This will introduce some delays in rerouting WebEx Social WD Calls ? Is there is any way to tell WebEx Social to skip these UCM Nodes temporarily for 1-3 days?
Yes. that is possible. Follow the steps below:
i) Bring down the UCM Nodes or stop the WebDialer Service on the nodes that is planned for the shutdown
ii) Login to WebEx Social as Admin and visit WebDialer Configuration under Settings->Common Configuration->Web Dialer
iii) Select the right UCM Cluster (You will see all the UCM NOdes)
iv) Hit on the Refresh button. (Now you will only the UCM Nodes that are up or WebDialer service running)
Now on WebEx Social will do round-robin with the currently acquired list of UCM Nodes.
6. Now that UCM Nodes Hardware issue is fixed/resolved. How can I tell WebEx Social to consider all the Nodes for WD call processing.
Repeat the above steps again and you will notices the all the UCM Nodes populated in the WebEx Social UI
Phone Failure & configuration issues:
1. I have 3 different desk phones, but Click-to-call only works on one phone but not on the other?
There could be 2 possibilities.
i) Due to Misconfiguration in UCM. Pls check to make sure your phone devices are provisioned correctly by UCM Admin and you have the authority to control it. If you have public access to UCM Admin page, Check to see if the phone in question is listed under "Controlled Devices" in UCM end user configuration page. Otherwise send an email to your UCM Administrator mentioning you userId, Exten# and Mac# of the phone.
ii) The phone in question is unsupported by UCM through WebDialer. Change or replace the phone.
2. I moved to a another cube/office and started using an existing IP phone. I updated by CEC profile and able to place and receive calls through this phone. But I am not able to perform Click-to-call from WebEx Social?
Basically you are using somebody else phone or using a phone that is not provisioned for you. UCM Click-to-Call always checks whether the Exten#, Mac# are associated to the user with required Roles/Groups permissions. Until it is provisioned correctly, you will not be able to perform click-to-call.
3. I received an old IP phone from my Admin. I am able to place/receive calls with my caller Id. But click-to-call from WebEx Social doesn't work?
Chances are the phone is partially provisioned. You may be missing either "Standard CTI Enabled" role or "Standard CTI Allow Control of Phones supporting Connected Xfer and conf" role permissions. Contact your WebEx Social UCM Administrator mentioning you userId, Exten# and Mac# of the phone.
Extension Mobility support by WebEx Social WebDialer Click-to-call :
1. Does WebEx Social Support EM Profile for Click-to-call and what are its limitation? WebEx Social EM Click-to-call support is just a basic and not yet a fully supported feature at this time. Following are the limitations.
i). WebEx Social "WebDialer Preference Page" will show "Extension Mobility" profile for every user in WebEx Social irrespective of whether that user have EM Profile configured in UCM or not.
ii). WebEx Social will have no knowledge about whether a User with a EM Profile is already logged into his phone or not. So it is WebEx Social User's responsibility to login into Phone before using WebEx Social Click-to-call using EM Profile
iii). No support for multiple EM Profiles.
iv) "Test call" in Extension Mobility is NOT yet supported at this time.
SoftPhone:
1. I heard WebEx Social also supports WebPhone? What is the difference between a WebDialer & WebPhone?
WebPhone is a Softphone. WebPhone uses your PC Speaker & Microphone to perform Call Control & Termination from the Browser. WebDialer is NOT a Softphone, WebDialer just places a call from your Physical phone. In other words, WebDialer dials phone number for you instead of you physically pickup up the phone and dialing it. You need a physical phone for WebDialer to work.
2. Is WebEx Social Softphone uses jTAPI ?
No. WebEx Social Softphone is SIP based.
3. After I install the Webphone plug-in, Do I have an option to pick WebPhone vs WebDialer before placing a call ?
Noop. It is not yet supported at this time.
4. I have WebEx Social Softphone Installed, Is it possible to place subsequent Click-to-call via WebDialer without uninstalling the Softphone?
Yes. All you have to do is disable the Softphone plugin from the Browser( Tools->Add-ons menu option) and refresh the page or relaunch the browser as needed.
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