.. _configure_cti_route_points:
.. rst-class:: chapter-with-expand
How to Configure CTI Route Points
---------------------------------
**Introduction**
A computer telephony integration (CTI) route point designates a virtual device
that can receive multiple, simultaneous calls for application-controlled redirection.
**Procedure**
1. Log in as provider, reseller, or customer administrator.
2. Set the hierarchy path to the site for which you want to configure CTI
Route Points.
If the hierarchy path is not set to a site, you are prompted to choose
a site.
3. Perform one of the following:
* If you logged in as provider or reseller administrator, choose
**Device Management > CUCM > CTI Route Points**.
* If you logged in as customer administrator, choose
**Device Management > Advanced > CTI Route Points**.
4. Click **Add**.
5. Complete at minimum, the mandatory :ref:`cti_route_points_fields`.
6. Click + next to **Line**, to associate a line with the CTI Route Point.
Complete, at minimum, the mandatory :ref:`cti_route_points_line_fields`.
7. Click **Save**.
.. _cti_route_points_fields:
CTI Route Points Fields
-----------------------
.. tabularcolumns:: |p{3.5cm}|p{12cm}|
+--------------------------+-----------------------------------------+
| Option | Description |
+==========================+=========================================+
| | Enter a unique identifier for this |
| Device Name \* | device, from 1 to 15 characters, |
| | including alphanumeric, dot, dash, or |
| | underscores. This field is mandatory. |
+--------------------------+-----------------------------------------+
| | Enter a descriptive name for the CTI |
| | route point. The description can |
| | include up to 50 characters in any |
| Description | language, but it cannot include |
| | double-quotes (\"), percentage sign |
| | (%), ampersand (&), back-slash (\\), or |
| | angle brackets (<>). |
+--------------------------+-----------------------------------------+
| | Choose the name of a Device Pool. The |
| | device pool specifies the collection of |
| | properties for this device, including |
| Device Pool \* | Cisco Unified Communications Manager |
| | Group, Date Time Group, Region, and |
| | Calling Search Space for |
| | autoregistration. This field is |
| | mandatory. |
+--------------------------+-----------------------------------------+
| | Choose the common device configuration |
| | to which you want this CTI route point |
| | assigned. The common device |
| Common Device | configuration includes the attributes |
| Configuration | (services or features) that are |
| | associated with a particular user. |
| | Configure common device configurations |
| | in the Common Device Configuration |
| | window. |
+--------------------------+-----------------------------------------+
| | From the drop-down list, choose a |
| | calling search space. The calling |
| Calling Search Space | search space specifies the collection |
| | of partitions that are searched to |
| | determine how a collected (originating) |
| | number is routed. |
+--------------------------+-----------------------------------------+
| | From the drop-down list, choose the |
| | appropriate location for this CTI route |
| | point. This field is mandatory. |
| | |
| | Locations implement call admission |
| | control (CAC) in a centralized |
| | call-processing system. CAC regulates |
| | audio quality and video availability by |
| | limiting the amount of bandwidth that |
| | is available for audio and video calls |
| | between locations. The location |
| Location \* | specifies the total bandwidth that is |
| | available for calls to and from this |
| | location. |
| | |
| | A location setting of Hub_None means |
| | that the locations feature does not |
| | track the bandwidth that this CTI route |
| | point consumes. A location setting of |
| | Phantom specifies a location that |
| | enables successful CAC across |
| | intercluster trunks that use H.323 |
| | protocol or SIP. |
+--------------------------+-----------------------------------------+
| | From the drop-down list, choose the |
| | locale that is associated with the CTI |
| | route point. The user locale identifies |
| | a set of detailed information to |
| | support users, including language and |
| User Locale | font. |
| | Note: |
| | |
| | If no user locale is specified, Cisco |
| | Unified CM uses the user locale that is |
| | associated with the device pool |
+--------------------------+-----------------------------------------+
| | Choose the appropriate Media Resource |
| | Group List. A Media Resource Group List |
| | is a prioritized grouping of media |
| | resource groups. An application chooses |
| | the required media resource, such as a |
| | Music On Hold server, from the |
| Media Resource Group | available media resources. The |
| List | application chooses according to the |
| | priority order defined in a Media |
| | Resource Group List. |
| | |
| | If you choose <none>, Cisco Unified CM |
| | uses the Media Resource Group that is |
| | defined in the device pool. |
+--------------------------+-----------------------------------------+
.. tabularcolumns:: |p{3.5cm}|p{12cm}|
+--------------------------+--------------------------------------------+
| Option | Description |
+==========================+============================================+
| | Choose the audio source that plays when |
| | the network starts a hold action. |
| | |
| Network Hold MOH Audio | If you do not choose an audio source, |
| Source | Cisco Unified CM uses the audio source |
| | that is defined in the device pool. If |
| | the device pool does not specify an |
| | audio source, the system default is |
| | used. |
+--------------------------+--------------------------------------------+
| | Choose the audio source that plays when |
| | an application starts a hold action. |
| | |
| User Hold MOH Audio | If you do not choose an audio source, |
| Source | Cisco Unified CM uses the audio source |
| | that is defined in the device pool. If |
| | the device pool does not specify an |
| | audio source, the system default is |
| | used. |
+--------------------------+--------------------------------------------+
| | Enable or disable whether Cisco Unified |
| | CM inserts a trusted relay point (TRP) |
| | device with this media endpoint. This |
| | field is mandatory. Choose one of the |
| | following values: |
| | |
| | * **Default** - If you choose this |
| | value, the device uses the Use |
| | Trusted Relay Point setting from |
| | the common device configuration |
| | with which this device associates. |
| | * **Off** - Choose this value to |
| | disable the use of a TRP with this |
| Use Trusted Relay Point | device. This setting overrides the |
| Required Field \* | Use Trusted Relay Point setting in |
| | the common device configuration |
| | with which this device associates. |
| | * **On** - Choose this value to enable |
| | the use of a TRP with this device. |
| | This setting overrides the Use |
| | Trusted Relay Point setting in the |
| | common device configuration with |
| | which this device associates. |
| | |
| | A Trusted Relay Point (TRP) device |
| | designates an MTP or transcoder device |
| | that is labeled as Trusted Relay Point. |
+--------------------------+--------------------------------------------+
| | This setting allows you to localize the |
| | calling party number on the device. |
| | Make sure that the Calling Party |
| | Transformation CSS that you choose |
| | contains the calling party |
| | transformation pattern that you want to |
| | assign to this device. |
| | Tip: |
| Calling Party | |
| Transformation CSS | Before the call occurs, the device must |
| | apply the transformation by using digit |
| | analysis. If you configure the Calling |
| | Party Transformation CSS as **None**, the |
| | transformation does not match and does |
| | not get applied. Ensure that you |
| | configure the Calling Party |
| | Transformation Pattern in a non-null |
| | partition that is not used for routing. |
+--------------------------+--------------------------------------------+
| | From the drop-down list box, choose a |
| | geolocation. |
| | |
| Geolocation | You can choose the Unspecified |
| | geolocation, which designates that this |
| | device does not associate with a |
| | geolocation. |
+--------------------------+--------------------------------------------+
| | To use the Calling Party Transformation |
| | CSS that is configured in the device |
| | pool that is assigned to this device, |
| Use Device Pool Calling | select this check box. If you do not |
| Party Transformation CSS | select this check box, the device uses |
| | the Calling Party Transformation CSS |
| | that you configured in the CTI Route |
| | Point Configuration window. |
+--------------------------+--------------------------------------------+
.. _cti_route_points_line_fields:
CTI Route Points Line Fields
----------------------------
.. tabularcolumns:: |p{3.5cm}|p{12cm}|
+--------------------+------------------------------------------------+
| Field | Description |
+====================+================================================+
| | Enter a dialable phone number. Values can |
| | include route pattern wildcards and numeric |
| | characters (0 to 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. |
| Directory | Special characters that are not allowed are a |
| Number \* | period (.), at sign (@), dollar sign ($), and |
| | percent sign (%). This field is mandatory. |
| | |
| | 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. |
+--------------------+------------------------------------------------+
| | Choose the partition to which the directory |
| | number belongs. Make sure that the directory |
| Route Partition \* | number that you enter in the Directory Number |
| | field is unique within the partition that you |
| | choose. If you do not want to restrict access |
| | to the directory number, choose <None> for |
| | the partition. |
+--------------------+------------------------------------------------+
| | This field is the line position on the |
| Index | device. If left blank, an integer is |
| | automatically assigned. |
+--------------------+------------------------------------------------+
| | Indicate phone number (or mask) that is used |
| | to send Caller ID information when a call is |
| | placed from this line. |
| | |
| | You can enter a maximum of 24 number, the |
| External Phone | international escape character \+, and \"X\" |
| Number Mask | characters. The Xs represent the directory |
| | number and must appear at the end of the |
| | pattern. For example, if you specify a mask |
| | of 972813XXXX, an external call from |
| | extension 1234 displays a caller ID number of |
| | 9728131234. |
+--------------------+------------------------------------------------+
| | Use this field only if you do not want the |
| | directory number to show on the line |
| | appearance. Enter text that identifies this |
| | directory number for a line and phone |
| | combination. |
| Line Text Label | |
| | Suggested entries include boss name, |
| | department name, or other appropriate |
| | information to identify multiple directory |
| | numbers to a secretary or assistant who |
| | monitors multiple directory numbers. |
+--------------------+------------------------------------------------+
| | Leave this field blank to have the system |
| | display the extension. |
| | |
| Display (Internal | Use a maximum of 30 characters. Typically, |
| Caller ID) | use the username or the directory number. If |
| | using the directory number, the person |
| | receiving the call may not see the proper |
| | identity of the caller. |
+--------------------+------------------------------------------------+
| | This field provides the same information as |
| | the Display (Internal Caller ID) field, but |
| ASCII Display | limit input to ASCII characters. Devices that |
| (Caller ID) | do not support Unicode (internationalized) |
| | characters display the content of the ASCII |
| | Display (Internal Caller ID) field. |
+--------------------+------------------------------------------------+
| | If applicable, the ring setting that is used |
| | when this phone has another active call on a |
| | different line. Choose one of the following |
| | options: |
| Ring Setting | |
| (Phone Active) | * **Use system default** |
| | * **Disable** |
| | * **Flash only** |
| | * **Ring once** |
| | * **Ring** |
| | * **Beep only** |
+--------------------+------------------------------------------------+
.. tabularcolumns:: |p{3.5cm}|p{12cm}|
+--------------------+------------------------------------------------+
| Field | Description |
+====================+================================================+
| | If applicable, the ring setting for the line |
| | appearance when an incoming call is received |
| | and no other active calls exist on that |
| | device. Choose one of the following options: |
| Ring Setting | |
| (Phone Idle) | * **Use system default** |
| | * **Disable** |
| | * **Flash only** |
| | * **Ring once** |
| | * **Ring** |
+--------------------+------------------------------------------------+
| | This field determines the recording option on |
| | the line appearance of an agent. The default |
| | recording option is Call Recording Disabled. |
| | |
| | Choose one of the following options: |
| | |
| | * **Call Recording Disabled** - Calls made on |
| | this line appearance cannot be recorded. |
| | * **Automatic Call Recording Enabled** - |
| Recording Option | Calls made on this line appearance are |
| | recorded automatically. |
| | * **Selective Call Recording Enabled** - |
| | Calls made on this line appearance can be |
| | recorded using a softkey or programmable |
| | line key that is: |
| | |
| | * assigned to the device |
| | * a CTI-enabled application |
| | * both interchangeably |
+--------------------+------------------------------------------------+
| Recording Profile | This field determines the recording profile |
| | on the line appearance of an agent. |
+--------------------+------------------------------------------------+
| | This field determines the recording media |
| | source option on the line appearance. |
| | |
| | Choose one of the following options: |
| Recording Media | |
| Source | * **Gateway Preferred** - Voice gateway is |
| | selected as the recording media source |
| | when the call is routed through a |
| | recording enabled gateway. |
| | * **Phone Preferred** - Phone is selected as |
| | the recording media source. |
+--------------------+------------------------------------------------+
| | The monitoring calling search space of the |
| Monitoring Calling | supervisor line appearance must include the |
| Search Space | agent line or device partition to allow |
| | monitoring the agent. |
+--------------------+------------------------------------------------+
| | Use this field to configure the handset lamp |
| | illumination policy. Choose one of the |
| | following options: |
| | |
| Visual Message | * **Use System Policy** (The directory number |
| Waiting Indicator | refers to the service parameter \"Message |
| Policy | Waiting Lamp Policy\" setting.) |
| | * **Light and Prompt** |
| | * **Prompt Only** |
| | * **Light Only** |
| | * **None** |
+--------------------+------------------------------------------------+
| | Use this field to configure an audible |
| | message waiting indicator policy. Choose one |
| | of the following options: |
| | |
| Audible Message | * **Off** |
| Waiting Indicator | * **On** - When you select this option, you |
| Policy | receive a stutter dial tone when you take |
| | the handset off hook. |
| | * **Default** - When you select this option, |
| | the phone uses the default that was set |
| | at the system level. |
+--------------------+------------------------------------------------+
| | If selected, Cisco Unified CM logs missed |
| Log Missed Calls | calls in the call history for the shared line |
| | appearance on the phone. |
+--------------------+------------------------------------------------+
.. tabularcolumns:: |p{3.5cm}|p{12cm}|
+--------------------+------------------------------------------------+
| Field | Description |
+====================+================================================+
| | This setting, working with Maximum Number of |
| | Calls and Call Forward Busy, determines the |
| Busy Trigger | maximum call number for the line. Use this |
| | field with Maximum Number of Calls for CTI |
| | route points. The default specifies 4500 calls |
+--------------------+------------------------------------------------+
| | For CTI route points, you can configure up to |
| | 10,000 calls for each port. The default |
| | specifies 5000 calls. Use this field with the |
| | **Busy Trigger** field. |
| Maximum Number of | Note: We recommend that you set the maximum |
| Calls | number of calls to no more than 200 per route |
| | point. This prevents system performance |
| | degradation. If the CTI application needs |
| | more than 200 calls, we recommend that you |
| | configure multiple CTI route points. |
+--------------------+------------------------------------------------+
| Dialed Number | Select to display original dialed number upon |
| | call forward. |
+--------------------+------------------------------------------------+
| Redirected Number | Select to display the redirected number upon |
| | call forward. |
+--------------------+------------------------------------------------+
| Caller Number | Select to display the caller number upon call |
| | forward. |
+--------------------+------------------------------------------------+
| Caller Name | Select to display the caller name upon call |
| | forward. |
+--------------------+------------------------------------------------+
| End User, User ID | The User ID of a user associated with the |
| | line. |
+--------------------+------------------------------------------------+