.. _configure_cti_route_points:
.. rst-class:: chapter-with-expand
Add a CTI Route Point
----------------------
This procedure adds a CTI route point.
A computer telephony integration (CTI) route point designates a virtual device
that can receive multiple, simultaneous calls for application-controlled redirection.
**Perform these steps**:
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.
3. Navigate to the **CTI Route Points** page:
* If you're logged in as provider or reseller administrator, choose
**Apps Management > CUCM > CTI Route Points**.
* If you're logged in as customer administrator, choose
**Apps 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. |
+--------------------+------------------------------------------------+