CAD connection to Contact Center and Call Manager

[wilson_1234_2]

I have a question about CAD, what it connects to:

When I launch the CAD agent, I see (looking at what my pc connects to) a connection to the primary contact center first, once that connection is made, I see a connection to Call Manager.

Does the agent pull any config infromation from either the contact center or call manger?

If so, what does it get?

[Gajanan Pande]

Wilson,

The right place to ask Contact Center queries is here https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center?view=discussions . This forum is for IP Telephony queries. Thanks

About your query, there is a beutiful description available on CCO Document which has FAQs about CTIOS. I am presuming that your Contact Center is enterprise. Following details, terms the agent desktop as softphone, so please keep that in mind .

here you go..

Q. What happens at softphone startup and login?

A. When the softphone starts up, the following steps are executed:

1. The CTI toolkit agent desktop or CTI toolkit supervisor desktop looks at the System registry of the

local client desktop machine and reads the HostName or IP address of the Configuration machine.

2. The relevant configuration values include CTIOSA and CTIOSB and are located at

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\CTI

Desktop\CTIOS.

3. The CTI toolkit agent desktop or CTI toolkit supervisor desktop randomly connects to one of the

two Configuration machines and downloads the CTI OS connection profiles and all other

configuration settings.

4. These configuration settings are located in the registry of the Configuration machine under the

following key HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\

CTIOS_\ ctios1\EnterpriseDesktopSettings.

5. The CTI toolkit agent desktop or CTI toolkit supervisor desktop is now ready to accept login

requests and the Login button is enabled.

When the user clicks login, the following steps are executed:

1. The login dialog is presented and the user can select one of the previously downloaded connection

profiles and may enter additional required data.

2. When the user clicks OK, the softphone randomly attempts to connect with one of the two CTI OS

servers defined in the user selected connection profile.

3. Upon successful connection, the client sends a SetSessionMode request to CTI OS server. This

request sets a message filter for the agent ID.

4. When the CTI OS server receives a SetSessionMode request it does two things.

– It determines the current state of the system including the relevant peripheral and sends

SetAgentModeEvent, including the status, to the client.

– It sends a QueryAgentStateRequest to CTI Server on behalf of the client to determine the current

agent state on the switch.

5. When the Client receives SetAgentModeEvent it updates its own system status. This allows the

client to inform the user if the system is offline and the login request is postponed.

6. When the client receives a QueryAgentStateConf, the client then sends a SetAgentStateRequest to

login.

7. When CTI OS Server receives a login request, it snapshots the agent, logs in the agent if it is not

already logged in, snapshots the agent's device, and snapshots any calls on the device. This builds

the complete state of the agent.

8. Using the information obtained from the snapshots the softphone is updated to reflect the agent state

and any calls. At this point the agent is fully logged in.

Pls rate the post if it helps.

GP.

[wilson_1234_2]

Sorry, I should have mentioned that we have CC express and I do not have the registry strings you mentioned.

My settings are in:

HKLM\SOFTWARE\Spanlink\CAD\Site Setup

We have a cluster of Master/Slave with the Publisher being the Slave and the Subscriber being the Master.

We recently changed the IP Address of the Sub and was wondering if we needed to touch every CAD agent to update with the new IP Address.

So according to the above document, the agent can connect to either server in the list.

What I see is when using the post install utility, I can leave one of the addresses blank, or populate with an incorrect address and as soon as I launch the CAD agent, as long as one of the addresses is accessable, the registry is populated with the two valid IP Addresses (including new IP Address of Sub).

What I don't see is some of the machines were not getting their registry corrected and I was getting a licensing error when launching the CAD, even though the primary server in the list was one of the available servers.

[Gajanan Pande]

Looks like you have one of the Windows based UCCX. Could you help me with full version details ?

GP.

[wilson_1234_2]

No they are not Windows boxes:

Call Manager  (7.1.5.32900-2)

Contact Center Express  (8.0.2.11004-12)

[Chris Deren]

Wilson,

Can you see which port CAD communicates with CallManager on? 

Here is a reference doc for TCP/UDP ports used in UCCX environment including CAD client:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/configuration/guide/uccx801putil.pdf

HTH,

Chris

[wilson_1234_2]

Yes,

I can see Call Manager on port 3000, and according to the document is the licensing and resource manager service.

So to get the licensing error, the CAD was having trouble getting to Call Manager?

[Chris Deren]

Hmm, that does not make any sense.  Are you sure it is connecting to CallManager not UCCX server, can you provide the output from the netstat or whatever you are using to see that?

Chris

[wilson_1234_2]

I am sorry,

You are correct, looking at it again, it is connecting to CCX.

Everything is working now, I am just trying to understand the process and what happened.

So that still raises the question, why was the CAD agent having trouble getting to the Licesning server because it was up and available to the agent?

Also, if we change an IP Address on one of the servers, we should be able to launch the CAD agent and the agent will try both addresses (if it has to) and establish a connection with whichever address it can, and that is where it gets the addresses to populate the registry, from the cluster, is this correct?

If so, what is the "postinstall" utility for?

Here is a snapshot of the active connections shown after everything was changed and working:

10.1.1.1 = workstation

192.168.100.1 = CCS server

  Proto  Local Address          Foreign Address        State

  TCP    10.1.1.1:59021      192.168.100.1:44055     ESTABLISHED

  TCP    10.1.1.1:62539      192.168.100.1:3016      ESTABLISHED

  TCP    10.1.1.1:62546      192.168.100.1:3000      ESTABLISHED

  TCP    10.1.1.1:62553      192.168.100.1:12028     ESTABLISHED

  TCP    10.1.1.1:62555      192.168.100.1:59000     ESTABLISHED

  TCP    10.1.1.1:62568      192.168.100.1:3016      ESTABLISHED

  TCP    10.1.1.1:62571      192.168.100.1:3000      ESTABLISHED

  TCP    10.1.1.1:62581      192.168.100.1:59000     ESTABLISHED

  TCP    10.1.1.1:62582      192.168.100.1:59004     ESTABLISHED

  TCP    10.1.1.1:65390      192.168.100.1:59003     ESTABLISHED

[Chris Deren]

So that still raises the question, why was the CAD agent having trouble  getting to the Licesning server because it was up and available to the  agent?

> Not sure, you would need to analyze the logs to see exactly what was happening

If so, what is the "postinstall" utility for?

> Correct

Chris