Application Solutions

Application solutions are software-only applications and tools that provide extended multimedia services to clients and administrators as described in the sections that follow.

Cisco TAPI Software

Cisco provides Telephony Application Programming Interface (TAPI) software as plug-in applications (Application > Install Plugins). You can use the SDK to develop applications to use in conjunction with CallManager. TAPI is the set of classes and principles of operation that constitute a telephony application programming interface. TAPI implementations are the interface between computer telephony applications and telephony services. The Cisco TAPI implementation uses the Microsoft TAPI v2.1 specification and supplies extension functions to support Cisco IP Communications solutions.

CallManager provides the TAPI Service Provider (Cisco TSP). Cisco TSP allows developers to create customized IP telephony applications for Cisco users, for example, voice mail with other TAPI-compliant systems, automatic call distribution (ACD), and caller ID screen pops. Cisco TSP enables the Cisco IP Communications system to understand commands from the user-level application, such as Cisco IP SoftPhone, with the operating system.

The Cisco TSP is a TAPI-based application programming interface that allows applications to communicate with CallManager using a standard set of functions. Cisco TSP is a plug-in application available in CallManager Administration (Application > Install Plugins). TAPI implementation consists of a Cisco TSP client that resides on all client machines running Cisco TAPI applications. Installation of the Cisco TSP is necessary before Cisco or partner-developed TAPI applications will function correctly. The Cisco TSP software is installed on the machine where applications reside.

Cisco TSP Processes

Cisco TSP supports a variety of features in TAPI. Initialization and security are processes that are generally invisible to the application but are important components of Cisco TSP. They are specific to the device with which Cisco TSP is communicating.

Initialization in Cisco TSP must cover connection to CallManager, authenticating the user, and device and line enumeration. Cisco TSP also has to handle failures at any point in the process and provide recovery options. Security has been added to provide a mechanism for administering lines to users. To configure security, the user must enter a username and password on the TSP configuration screen. This username and password must match the username and password entered in CallManager Administration.

Cisco Wave Driver

The Cisco wave driver is used by third-party applications and IVR applications that use TAPI. To use first-party call control, you must install the Cisco wave driver; you should do this even if you are performing your own media termination.

You can learn more about TAPI development at the following link or search Cisco.com for "TAPI" or "CallManager programming guide":

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_programming_reference_guides_list.html

Cisco JTAPI Software

CallManager provides Java Telephony Application Programming Interface (JTAPI) software as a plug-in application (Application > Install Plugins). You can use the SDK to develop applications to use in conjunction with CallManager. JTAPI is an object-oriented API for telephony applications written in Java. JTAPI is an abstract telephony model capable of uniformly representing the characteristics of a wide variety of telecommunication systems. Because it's defined without direct reference to any particular telephony hardware or software, JTAPI is well suited to the task of controlling or observing nearly any telephone system. For instance, a computer program that makes telephone calls using an implementation of JTAPI for modems might work without modification using the Cisco JTAPI implementation.

JTAPI implementation consists of a Cisco JTAPI Service Provider (also referred to as Cisco JTAPI) client that resides on all client machines running Cisco JTAPI applications. Installation of Cisco JTAPI is necessary before Cisco JTAPI applications will function correctly. Cisco JTAPI is a plug-in application available in CallManager Administration (Application > Install Plugins). The Cisco JTAPI software is installed on the machine where JTAPI applications reside.

After you install and configure the Cisco JTAPI plug-in, the JTAPI framework connects to the Cisco CTIManager service to initialize the CTI connection. JTAPI sends the configured authentication information during initialization. CTIManager performs authentication for the user and authorization to determine which devices the user has the privilege to control.

You can learn more about JTAPI development at the following link or search Cisco.com for "JTAPI":

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_programming_reference_guides_list.html

Cisco CallManager Attendant Console (formerly Cisco WebAttendant)

Cisco CallManager Attendant Console, formerly Cisco WebAttendant, is an affordable and scalable solution that replaces the traditional PBX manual attendant console.

Attendant Console works in conjunction with a Cisco IP Phone to allow the attendant to quickly accept and dispatch calls to enterprise users. An integrated directory service provides traditional busy lamp field (BLF) and direct station select (DSS) functions for any line in the system. One of its primary benefits over traditional attendant console systems is its ability to monitor the state of every line in the system and to efficiently dispatch calls. The absence of a hardware-based line monitor device offers a much more affordable and easily distributed manual attendant solution than traditional consoles. Figure B-6 shows the Attendant Console interface.

Figure B-6. Attendant Console Interface

Call distribution groups can be assigned to any pilot number, which can in turn be assigned to an Attendant Console hunt group. The hunt group represents answerable lines in a multiple attendant system. Calls are queued to an online attendant group, thereby allowing scale and distribution among multiple operators. Multiple Attendant Consoles can be configured to monitor the same lines, affording scale to multiple operators when conditions require.

Attendant Console provides the following features, among others:

• Queuing can be enabled on each of the pilot points, with queue size and queue hold time specified in seconds
• New call distribution algorithms are supported, including broadcast (call is offered to all attendants simultaneously), circular (call is offered to each attendant consecutively), first available, and longest idle
• Advanced directory search on attributes such as first name, last name, job title, department, building, site, email address, business telephone, home telephone, mobile number, and pager
• Attendant Console client can import customer-generated user lists, which allow nearly live update of directory listings. For example, in a hospitality setting, the Attendant Console client can receive updated directory information to keep up-to-date records of guests who have checked in/checked out
• Support for shared lines
• Accessibility support for visually handicapped users:

  Optional screen reader that verbalizes the Attendant Console screen

  Shortcut keys allowing exclusive use of the keyboard (no mouse required)

  Audible alerts

• Localization of the Attendant Console client in 25 languages as of CallManager release 4.1(2)

You can learn more about Attendant Console at the following links or search Cisco.com for "Attendant Console":

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/attendnt/index.htm

http://www.cisco.com/en/US/products/sw/voicesw/ps555/index.html

Cisco Emergency Responder (CER)

Cisco Emergency Responder enables emergency agencies to identify the location of 911 callers (the emergency services number in the North American Numbering Plan) and eliminates the need for any administration when phones or people move from one location to another. Enhancing the existing E9-1-1 functionality in CallManager, Emergency Responder's real-time location-tracking database and improved routing capabilities direct emergency calls to the appropriate Public Safety Answering Point (PSAP) based on the caller's location.

Emergency Responder provides the following features:

• Automatically locates phones and users
• Dynamically routes emergency calls and provides real-time location information
• Provides real-time alerts
• Provides auditing and reporting

To ensure smooth operation, be sure to test your CER configuration prior to deployment. For best practice reasons, confirm that the information your system sends through the PSTN is accurately communicated to the PSAP.

You can learn more about Cisco Emergency Responder at the following links or search Cisco.com for "Cisco Emergency Responder":

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps842/tsd_products_support_series_home.html

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps842/index.html

Cisco IP Contact Center (IPCC)

Cisco IPCC is an IP-based, high-function contact center for use with CallManager. IPCC comes in three editions:

• IPCC Express, principally used for branch sites or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution
• IPCC Enterprise, for full-scale enterprise deployments
• IPCC Hosted, for service provider environments

Using Cisco Customer Response Solutions technology, the suite of IPCC products provides the following functionality:

• IP IVR
• Automatic call distribution (ACD)
• IP Queue Manager

The IPCC uses JTAPI to control IP phones and to convey call control messages to CallManager. IPCC can be internetworked to other vendors' call centers and PBXs through a Cisco proprietary protocol. Through internetworking, a large, distributed, feature-transparent call center network can be constructed where each node has access to telephony and data information for every call. Sophisticated agent interaction is available through a software-based agent application.

You can learn more about IPCC at the following links or search Cisco.com for "IPCC":

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/index.html

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html

http://www.cisco.com/en/US/customer/products/sw/custcosw/ps5053/index.html

Cisco IP Manager Assistant (IPMA)

The Cisco IP Manager Assistant (IPMA) feature enables managers and their assistants to work together effectively. IPMA provides a call routing service and desktop interfaces for both the manager and the assistant. The IPMA service intercepts calls that are destined for managers and routes them to selected assistants, managers, or other targets based on preconfigured call filters. Managers can change the call routing dynamically. For example, by pressing a softkey on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.

The IPMA Configuration Wizard is run once at the initial setup of the CallManager cluster. The server on which the Bulk Administration Tool is installed should be the server on which the wizard is run. The wizard utilizes pregenerated partitions and calling search spaces and improves the initial configuration experience for IPMA. While improving the configuration capability, the wizard gives you full control of the configuration. After you verify the data and click the Submit button, the wizard populates the database with all the data necessary for IPMA to function as configured.

The IPMA Assistant desktop user interface is consistent with the Attendant Console user interface. A status bar provides online/offline status as well as status of the connection to the server. Call control icons offer improved control over the call features. Call handling for the assistant incorporates double-clicks, drag and drop, right-click menus, menu bar, and call control buttons. The Cisco IPMA configuration is linked from the User Configuration page in CallManager Administration (Global Directory > find and select a user > Cisco IPMA) and allows you to configure manager information and specify the lines that IMPA will control.

You can learn more about IPMA at the following links or search Cisco.com for "IP Manager Assistant":

http://www.cisco.com/en/US/products/sw/voicesw/ps5015/tsd_products_support_series_home.html

http://www.cisco.com/en/US/products/sw/voicesw/ps5015/products_data_sheet09186a00801f8e4c.html

Cisco IP Phone Address Book Synchronizer

Cisco IP Phone Address Book Synchronizer allows users to synchronize Windows Address Book (Start > Programs > Accessories > Address Book) with the Cisco Personal Address Book service. From a Cisco IP Phone, a user can use the Personal Address Book service to look up entries, make a selection, and press a softkey to dial the selected number.

The Synchronizer provides two-way synchronization between Microsoft and Cisco products. You must download the plug-in and then post it to a location that end users can access so they can utilize the Cisco IP Phone Address Book Synchronizer application.

You can learn more about the IP Phone Address Book Synchronizer at the following link or search Cisco.com for "IP Phone Address Book Synchronizer":

http://www.cisco.com/en/US/products/hw/phones/ps379/products_administration_guide_chapter09186a00801d66cc.html

Cisco IP Phone Services Software Development Kit (SDK)

The Cisco IP Phone Services SDK makes it easier for web developers to format and deliver content to Cisco IP Phone models such as 7971G-GE, 7970G, 7960G, 7940G, 7920, 7912, and 7905 by providing web server components for LDAP directory access, web proxy, and graphics conversion. Access to these services is provided through an XML API into the phone. An embedded XML parser within the phone is able to parse selected XML tags. The SDK also contains several sample applications that illustrate the use of the various XML tags that the phone supports. The SDK includes the following items:

• Utilities, such as LDAP Search, which can perform queries on any LDAP-compliant directory server and return the output in the Cisco IP Phone services XML data format; URL Proxy, a proxy service required by the sample services in the SDK; a CallManager simulator; graphics conversion tools; and more
• Sample applications, including a touch screen keyboard application for use on touch screenenabled IP Phones such as the 797x, color or black-and-white slideshow viewer application, photo directory, extension mobility controller that allows you to query and control extension mobility login status for users and phones, intercom, graphic image converter, and much more
• Documentation, including the Cisco IP Phone Services Application Development Notes, the Cisco URL Proxy Guide, and Programming Guides for the included ActiveX components

See the section "Cisco CallManager User Options Web Page" in this appendix for more information about how users subscribe or unsubscribe to services you create or install from the SDK. You can learn more about creating and coding Cisco IP Phone services in the Cisco Press book Developing Cisco IP Phone Services (ISBN: 1-58705-060-9). You can learn more about the SDK at the following links or search Cisco.com for "Cisco IP Phone Services SDK" or "Applications Central":

http://www.cisco.com/en/US/products/hw/phones/ps379/products_data_sheet09186a00800925a8.html

http://www.cisco.com/go/apps

http://www.cisco.com/go/developersupport/

Cisco MeetingPlace

Cisco MeetingPlace provides a fully integrated rich-media conferencing solution, including voice-, web-, and videoconferencing capabilities. MeetingPlace resides on the network and offers unmatched security, reliability, scalability, application integration, and cost-efficiency.

When integrated with a Cisco IP Communications network, MeetingPlace takes advantage of voice and data networks to greatly reduce or eliminate substantial ongoing monthly service charges, transport tolls, and recurring conferencing charges. You can also access MeetingPlace from the display on a Cisco IP Phone. MeetingPlace integrates with Cisco IP/VC multipoint control units (MCU) to enable scheduling of video conferences.

You can purchase a MeetingPlace solution outright and manage it yourself. You can also purchase hosted or on-premise services that are managed by Cisco or a certified MeetingPlace Service Provider. MeetingPlace Managed Solutions combines the benefits of a dedicated on-network conferencing solution with the convenience of an outsourced, pay-per-use conferencing service.

You can learn more about MeetingPlace at the following link or search Cisco.com for "MeetingPlace":

http://www.cisco.com/en/US/products/sw/ps5664/ps5669/index.html

Cisco MeetingPlace Express

Cisco MeetingPlace Express is the next-generation low-end audio and web-conferencing solution designed to provide many of the benefits offered in MeetingPlace for the commercial, workgroup, and small enterprise markets. MeetingPlace Express improves corporate productivity, reduces costs using OnNet capabilities, and enhances the user's meeting experience. MeetingPlace Express will be available in late 2005 and will offer Cisco Conference Connection (CCC) customers a strong migration path to a rich-media conferencing solution.

For more information, search Cisco.com for "MeetingPlace Express."

Cisco Personal Assistant

Cisco Personal Assistant is an application that plays the role of a virtual personal assistant. Personal Assistant can be used by anyone in your company to redirect incoming calls based on rules that individual users create. Incoming calls can be handled differently based on caller ID, date and time of day, and the user's meeting status based on the user's calendar. Personal Assistant can also selectively route calls to other telephone numbers so that an incoming call to a desk phone can be routed to a cell phone, home phone, or other phone based on the call routing rules created by the user. An incoming call can even generate an e-mail-based page. For example, if you are in a meeting from 2 to 3 p.m., you can configure Personal Assistant to send your calls to voice mail and page you with details of the call except if it is caller Y. In that case, you can direct Personal Assistant to forward the call to your cell phone.

Personal Assistant includes speech recognition as well. By simply speaking to Personal Assistant, users can access their voice mail and perform directory dialing and conferencing. Speech-enabled features are described in the following list:

• Speech-enabled directory dialing Allows a user to pick up the phone and speak a person's name to reach that person, instead of having to dial an extension
• Speech-enabled voice mail browsing Provides a speech interface to Cisco Unity whereby a user can perform common voice mail operations by speaking to Personal Assistant
• Simple speech-enabled Ad Hoc conferencing Allows a user to initiate a conference with several parties simply by speaking to Personal Assistant

You can learn more about Personal Assistant at the following links or search Cisco.com for "Personal Assistant":

http://www.cisco.com/en/US/products/sw/voicesw/ps2026/index.html

http://www.cisco.com/univercd/cc/td/doc/product/voice/assist/index.htm

Cisco Unity

Cisco Unity provides voice mail and unified messaging so you can access voice, fax, and e-mail messages using your desktop PC, a touch-tone telephone, or the Internet. With simplified message management, you can have all voice, fax, and e-mail messages delivered to your Microsoft Outlook inbox. Unity provides a self-enrollment conversation that is so easy to use, new employees can personalize their voice mailboxes and begin using Unity within minutes. Users can choose between full menu options or brief menus for faster system navigation. Text-to-speech capability exists, enabling users to listen to e-mail messages, numerous configurable personal greetings, and many more features.

Cisco Unity supports CallManager as well as leading traditional telephone systems, even simultaneously, to help you transition to IP telephony at your own pace and protect the investment you have in existing infrastructure. Unity integrates with CallManager using a software-only solution, requiring no additional hardware.

You can learn more about Unity at the following links or search Cisco.com for "Unity":

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/index.html

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm

Cisco Unity Express

Cisco Unity Express provides voice mail and automated attendant services for small and medium branch offices with either CallManager or CallManager Express. Unity Express integrates into the broad range of Cisco Access routers including the Cisco 2600XM series, Cisco 2800 series, Cisco 3700 series, and Cisco 3800 series providing design options and flexibility. Unity Express integrates with CallManager using JTAPI and supports typical voice mail features such as message composition, message save, forward, reply, delete, undelete, and tagging for urgency or privacy. You can easily customize the standard automated attendant for Unity Express with the time of day, day of week, holiday schedules, and multiple menu levels to meet the specific needs of your organization. Cisco Unity Express also supports Voice Profile for Internet Mail (VPIM) for voice mail message networking interoperability.

You can learn more about Cisco Unity Express at the following links or search Cisco.com for "Unity Express":

http://www.cisco.com/en/US/products/sw/voicesw/ps5520/index.html

http://www.cisco.com/univercd/cc/td/doc/product/voice/unityexp/index.htm

Cisco WebDialer

Cisco WebDialer works in conjunction with CallManager to allow IP Phone users to make calls from web and desktop applications. For example, an online company directory uses WebDialer to provide hyperlinked telephone numbers that enable users to initiate a call on their IP Phone by clicking the telephone number of the person they want to call. Another example is an Outlook Add-in that enables users to make calls from their Outlook contacts.

Two Java servletsWebDialer servlet and Redirector servletused together or independently of each other based on your application interface, comprise WebDialer.

The WebDialer servlet interacts with CallManager to allow call origination and termination as well as phone configuration. The WebDialer servlet supports two types of application interfaces:

• SOAP over HTTP Use this interface to develop desktop applications such as the Microsoft Outlook Add-in and SameTime Client plug-in. Developers can use the is Cluster User Soap interface to design multiple cluster applications that require functionality similar to a Redirector servlet.
• HTML over HTTP Use this interface to develop web-based applications such as the CallManager directory search page (directory.asp). Developers who use this interface can use the Redirector servlet for designing multiple cluster applications.

The Redirector servlet locates the relevant CallManager cluster to fulfill a request that a WebDialer user makes. The servlet then redirects that request to the specific WebDialer server located in that user's CallManager cluster. The Redirector servlet is only involved for multiple cluster applications that are developed using HTML over HTTP interfaces.

You can learn more about WebDialer at the following link or search Cisco.com for "WebDialer":

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_programming_reference_guide09186a008042be75.html