2016 CC Uplift Uccx Cti

2016 Customer Collaboration
Technical Partner Uplift
Cisco Unified Contact Center Express

Call Routing and CTI Interactions
Abhiram Kramadhati, CCIE # 40065
Technical Solutions Manager, CBABU
February 2016
Agenda
CTI overview
JTAPI overview
UCCX Application Users
UCCX Call Flow
Example of CTI communication

for call control and CTI control
Appendix Advanced Traces
2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
CTI Overview
UCCX and CUCM integration

UCCX integrates with CUCM on two fronts:
AXL (Administrative XML)
CTI (Computer Telephony Integration)

Unified CCX Server
AXL
AXL
Provider
Provider
Application
Telephony
(JTAPI/TAPI)
Telephony Provider
Provider
Unified CM Server
CCX
CCX Admin
Admin
AXL
AXL Web
Web
Service
Service
JTAPI
JTAPI User
User
RmCm
RmCm Provider
Provider
RmCm
RmCm User
User
Telephony
Telephony Triggers
Triggers
CTI
CTI Route
Route Points
Points
Call
Call Control
Control Group
Group
CTI
CTI Ports
Ports
What is CTI?
CTI stands for Computer Telephony Integration.
CTI enables us to leverage computer-processing functions while

making, receiving, and managing telephone calls.
CTI applications can also enable the agent to control his/her phone
using the PC.
Allows us to perform certain tasks

Example: Doing a database transaction from the script and sending
that data to the agent display
Local Area
Yes
Route to
Local
Queensland
Agents
No
Northern
Territory
Western
Australia
Enter Zip
Code
South
Australia
New South
Wales
As with any client connection protocol,

there is a Server component and a
Client side component.
CUCM
UCCX
CTI
Manager
JTAPI
Client
CTI-Manager
A program called CTIManager on the CUCM includes the CTI

components that interface with the applications.
Installation of the CTIManager service occurs on the CUCM server

during the CUCM installation.
You can have one or more CTIManagers active in a cluster, but

only one CTIManager can exist on an individual server.
An application (such as UCCX JTAPI) can have simultaneous

connections to multiple CTIManagers, with one active connection
at a time.
Logical Sequence of message flow (CTI Only)
UCCX
CUCM
Call Manager Service
UCCX Engine
CTI Manager Service
UCCX JTAPI Client
Incoming Contact
Outgoing Contact
CTI Manager in a cluster

CM Cluster
(JTAPI Server)
CM Server
CM Server
UCCX Application
(JTAPI client)
CTI
Manager
CCM
CTI
Manager
CCM
CM Server
CTI
Manager
CCM
10
UCCX CM Telephony entities

CTI Route
Points
CTI Ports
Virtual Devices, as CTI Route points on the CUCM.

They are configured as Triggers on UCCX
Does not terminate media but is used as the first point for call
routing on the UCCX.
Calls directed on the CTI route point on UCCX are redirected to
CTI ports for media handling.
Virtual Phones on the CUCM.

Members of a Call Control Group on UCCX.
Terminates media at UCCX Server
Used to play prompts to the customer and collect data
11
Understanding Cisco JTAPI

12
What is Cisco JTAPI?

Cisco Unified JTAPI is an Application Programming Interface (API)
that serves as a standard for use with Java-based computertelephony applications such as UCCX.
Control and observe Cisco Unified Communications Manager

phones.
Route calls by using Computer-Telephony Integration (CTI) ports

and CTI Route points (both are virtual devices).
13
JTAPI functions
Cisco JTAPI is used in UCCX to monitor device status and to issue

routing instructions.
It supports actions : conference, transfer, connect, answer, and

redirect.
To send calls to the right place at the right time
To start and stop recording instructions while retrieving call statistics for analysis
For screen-pop calls into desktop applications, automated scripting, and remote call
control.
14
Tech nugget what is a JTAPI observer?
Uses Observers to learn about state changed on these objects.
15
JTAPI objects
Provider
Terminal
CallControl
Address
16
CTI Manager redundancy on UCCX

The UCCX JTAPI client is
capable of providing
redundancy with respect to
CTI failures
Up-to two call manager
servers can be selected to act
as CTI providers
In a HAoWAN environment,
each node can have their own
CTI Providers.
Best practice the primary
CTI manager node should be
local
17
CTI Manager Configuration
18
JTAPI application
JTAPI application is any application that is running the Cisco JTAPI

client.
The JTAPI application (In our case, UCCX) runs a JTAPI Plugin which
needs to be the same as the version on the CUCM.
To resynchronize the JTAPI versions between UCCX and CUCM, we

perform a JTAPI Re-Sync.
UCCX downloads the JTAPI plugin from the CUCM over HTTP and installs it locally for JTAPI
version consistency.
19
JTAPI Re-Sync
20
JTAPI Data Re-Sync
21
Application users
22
CUCM User and Device Association Overview

JTAPI user
RMJTAPI user
CUCM DB
Application User
CTI Route Points & CTI Ports Device Associations
Standard CTI Enabled
Application User
Agent Phones Device Associations
Application User
Recording user
Agent Phones Device Associations

Standard CTI Allow Call Monitoring
Standard CTI Allow Call Recording
End User
Agent
Agent Phone Device Association

Select IPCC Extension/Identifies User as an UCCX Resource
23
Applications users on CUCM for UCCX

There are two main Application Users used for CTI interaction between UCCX
and CUCM.
These CTI application users are used to control the various components.
JTAPI user (JTAPI or CM Telephony user)
Used to control CTI ports and CTI route points.
Used exclusively for call control on UCCX.
RMCM user (or RMJTAPI user)
Used to control the Agents extension (DN) configured on the Agent Phone.
The RMCM Application user is used to check and control the state of the Line of
the phone such as on hook, off hook.
24
On CUCM
26
Call Control Group to CTI Ports
?
Port beginning DN 4000 x 60 ports. How many ports get created?
27
28
Use of the JTAPI Application User

For the Unified CCX system to know that a call is coming in, it must have control of the
line carrying the call.
This is done through the Unified CM user (JTAPI user).
The Unified CM user is associated with the CTI Route Point as a device that the Unified
CM user controls.
When a trigger is assigned to an application in the Unified CCX system, the Unified CM
Telephony subsystem knows that it must take control of that line using the Unified CM
Telephony client installed on the Unified CCX system.
Once it has control of the line, Unified CM Telephony monitors that line for events as well
as performing call-control operations on that line.
29
Use of the RMCM Application user

The RMCM Application user observes the line on the agent phone.
It is used during the login to a CTI desktop application (controlling the

phone).
It sends OffHook and OnHook messages to the CM Server.
It is used to send messages to perform actions on the Agent phone :
conference, transfer, connect, answer, and redirect.
30
UCCX Call flow

31
Types of call routing

There are two main types of call transfers in routing calls to the agent phones.
Call Redirect This is done during the redirect of the call from the CTI route point to
the CTI port.
Call Consult Transfer This is done during the transfer of the call from the CTI port to
the Agent Phone.
How are Redirects done?
Redirects can be done in several ways:

When Unified CCX requests that a caller be rerouted from a CTI Route Point to a CTI
Port.
When a Unified CCX script executes a Call Redirect step. Once the Unified CCX system
requests a Redirect and the Unified CM accepts it, the redirecting CTI Port is released
and returned to the idle port list.
32
UCCX Call Flow (1)

2
6
4
2 3
3
5
UCCX
Supervisor
Stations
PSTN
Router/GW
Agent
Stations
CallManager
Cluster
1.
Inbound PSTN Call to Voice Gateway
2.
VoIP leg to CUCM
3.
CUCM routes call to UCCX
4.
UCCX trigger Redirects call to CTI Port
5.
UCCX CTI port answers call, instantiates script

associated with the application and executes
6.
UCCX identifies an available resource and the

CTI port Consult Transfers the call to the agent
33
phone.
UCCX Call Flow (2)
On UCM
Telephony
Telephony
Provider
Provider
On UCCX
CTI Route
Point
Agent
Device
Telephony
Trigger
Call Control
Group
CTI Ports
RmCm
RmCm
Provider
Provider
Application
Script
Resource
Groups
Agent
User
Resources
CSQ
Skills
34
Lets summarize..
37
We discussed CTI
What CTI is and how it is used in the context of UCCX.
What is JTAPI and the role of JTAPI as an observer.
The use of the JTAPI client and the application users on CUCM for
UCCX (JTAPI, RMJTAPI).
The CTI components on the UCCX (CTI ports and CTI route points)
The UCCX Call Flow in detail.
38
Questions?
39
Appendix (1) CTI diagram

(control example)
40
Initialization
Application
CTIManager
ProcesC
tiManage
r
JTAPI/T
API
ProviderOpen
CM1
Process
CtiHandler
CTIDataba
se
EnvProc
essDire
ctory
Statio
nInit
CM2
Statio
nInit
ProviderOpen
LoginCheckReq
ProvidOpenRsp
LoginCheckRspns
DeviceFetchReq
DeviceFetchResponse
Thefollowingmessageflowisrepeatedforeachdeviceinuserscontrol
list
QueryCMs
QueryCMRspns
RegisterForDeviceNotification
RegisterForDeviceNotificationResponse
DeviceRegistered
DeviceRegistered (sent if device already registered)
RegisterForDeviceNotification
RegisterForDeviceNotificationResponse
DeviceRegistered
DeviceRegistered (sent if device already registered)

41
Redirect
CTIManager
Application
JTAPI/T
API
Proces
CtiMana
ger
CTIDatab
ase
EnvPr
ocess
Direct
ory
CC
(SSAPI
)
Statio
nD
New Call
New Call
Accept Call
Accept Call
Accept Call Response
Redirect Call
CM
Proces
sCtiHandl
er
Redirect Call
Accept Call
Accept Call Response
Get CC Info
Get CC Info Response
Get Call Info

Get Call Info Response
Redirect Call
Redirect Call Response
Redirect Call Response

42
Fail-Over/Back
Application
JTAPI/T
API
CTIManager
Proces
CtiMana
ger
CM1
Proces
sCtiHandl
er
EnvPr
ocess
Direct
ory
CM2
Statio
nInit/S
tation
D
Statio
nInit/
Statio
nD
CallManager1goesdown
Call on Line A closed (if any)
Line/Device A OutOfService
CM1 OutOfService
OpenDevice A
Device A InService
Open Device A Response
DeviceRegistered
DeviceRegistered (A)
Open Line A
OpenLineResponse
Line A InService
CallManager1comesbackupwhilelineAisactiveonacall
CM1 InService
Line A OutOfService
Device A OutOfService
CloseLine A (After all calls on line are closed)

Close Device A
OpenDevice A (triggered from close device response)
Device A InService
Open Device A Response
DeviceRegistered
DeviceRegistered (A)
Open Line A
Line A InService
OpenLineResponse
43
Appendix (2) CTI trace

reading
44
UCCX and CUCM Overview

Basic Inbound PSTN Call Flow
2
6
4
3 6
23 5 5 4
Agent
Stations
Supervisor
Stations
PSTN
Router/GW
UCCX
CallManager
Cluster
1.
Inbound PSTN Call to VGW
2.
VoIP leg to CUCM
3.
CUCM routes call to UCCX
4.
UCCX redirects call to CTI Port
5.
UCCX answers call, instantiates script

associated with the application and
executes
6.
UCCX identifies an available resource and

delivers the call to the agent
45
Inbound Call to Voice Gateway

000503: Dec 13 10:33:31.170: ISDN Se0/1/0:15 Q931: RX <- SETUP pd = 8 callref = 0x0089
Bearer Capability i = 0x9090A3
Standard = CCITT
Transfer Capability = 3.1kHz Audio
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA9839F
Exclusive, Channel 31
Display i = 'PSTN Caller'
Calling Party Number i = 0x0181, '2145550001'
Plan:ISDN, Type:Unknown
Called Party Number i = 0x81, '10000'
Plan:ISDN, Type:Unknown
Key Takeaways
ANI
2145550001
DNIS
10000
ISDN Call Ref
0x.089
46
Gateway Routes VoIP Leg to CUCM

000506: Dec 13 10:33:31.178: //42/AA33257E800B/SIP/Msg/ccsipDisplayMsg:
Sent:
INVITE sip:10000@14.128.60.248:5060 SIP/2.0
Via: SIP/2.0/UDP 14.128.114.93:5060;branch=z9hG4bK395D1
Remote-Party-ID: "PSTN Caller" <sip:2145550001@14.128.114.93>;party=calling;screen=yes;privacy=of
From: "PSTN Caller" <sip:2145550001@14.128.114.93>;tag=62A60840-1D14
To: <sip:10000@14.128.60.248>
Date: Thu, 13 Dec 2012 16:33:31 GMT
Call-ID: AA33C1A6-447911E2-80399D93-CB70B408@14.128.114.93
Cisco-Guid: 2855478654-1148785122-2148264119-1222107968
CSeq: 101 INVITE
Contact: <sip:2145550001@14.128.114.93:5060>
Allow-Events: kpml, telephone-event
Content-Type: application/sdp
Content-Disposition: session;handling=required
Content-Length: 194
v=0
o=CiscoSystemsSIP-GW-UserAgent 8422 6651 IN IP4 14.128.114.93
s=SIP Call
c=IN IP4 14.128.114.93
t=0 0
m=audio 16398 RTP/AVP 0
c=IN IP4 14.128.114.93
a=rtpmap:0 PCMU/8000
Key Takeaways
DTMF Cap
kpml
SIP Call-ID
AA33C1A6-447911E2-80399D93CB70B408@14.128.114.93
a=ptime:20
47
CUCM Routes Call to UCCX

Step 1 Inbound VoIP Call to CUCM
00305524.003 |10:33:31.178 |AppInfo |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 1128 from 14.128.114.93:[52084]:
[557,NET]
INVITE sip:10000@14.128.60.248:5060 SIP/2.0
Via: SIP/2.0/UDP 14.128.114.93:5060;branch=z9hG4bK395D1
Remote-Party-ID: "PSTN Caller" <sip:2145550001@14.128.114.93>;party=calling;screen=yes;privacy=of
From: "PSTN Caller" <sip:2145550001@14.128.114.93>;tag=62A60840-1D14
To: <sip:10000@14.128.60.248>
Date: Thu, 13 Dec 2012 16:33:31 GMT
Cisco-Guid: 2855478654-1148785122-2148264119-1222107968
CSeq: 101 INVITE
Contact: <sip:2145550001@14.128.114.93:5060>
Allow-Events: kpml, telephone-event
Content-Type: application/sdp
Content-Disposition: session;handling=required
Content-Length: 194
Key Takeaways
v=0
DTMF Cap
kpml
SIP Call-ID
AA33C1A6-447911E2-80399D93CB70B408@14.128.114.93
o=CiscoSystemsSIP-GW-UserAgent 8422 6651 IN IP4 14.128.114.93

s=SIP Call
c=IN IP4 14.128.114.93
t=0 0
m=audio 16398 RTP/AVP 0
c=IN IP4 14.128.114.93
a=rtpmap:0 PCMU/8000
a=ptime:20
48

Step 2 CUCM Performs Digit Analysis (DA)
00305547.001 |10:33:31.181 |AppInfo |Digit Analysis: star_DaReq: daReq.partitionSearchSpace(), filteredPartitionSearchSpaceString(), partitionSearchSpaceString()
00305547.002 |10:33:31.181 |AppInfo |Digit Analysis: Host Address=14.128.60.248 MATCHES this node's IPv4 address.
00305547.003 |10:33:31.181 |AppInfo |Digit Analysis: star_DaReq: Matching SIP URL, Numeric User, user=10000
00305547.004 |10:33:31.181 |AppInfo |Digit Analysis: getDaRes data: daRes.ssType=[0] Intercept DAMR.sstype=[0], TPcount=[0], DAMR.NotifyCount=[0],
DaRes.NotifyCount=[0]
00305547.005 |10:33:31.181 |AppInfo |Digit analysis: match(pi="2", fqcn="", cn="2145550001",plv="5", pss=UCCXTriggers:UCCXPorts",
TodFilteredPss=UCCXTriggers:UCCXPorts", dd="10000",dac="0")
00305547.006 |10:33:31.181 |AppInfo |Digit analysis: analysis results
00305547.007 |10:33:31.181 |AppInfo ||PretransformCallingPartyNumber=2145550001
|CallingPartyNumber=2145550001
|DialingPartition=
|DialingPattern=10000
|FullyQualifiedCalledPartyNumber=10000
|DialingPatternRegularExpression=(10000)
|DialingWhere=
|PatternType=Enterprise
|PotentialMatches=NoPotentialMatchesExist
Key Takeaways
pss
UCCXTriggers:UCCXPorts
dd (dialed digits)
10000
PID
LineControl(2,100,167,7)
CI
35568320
00305549.001 |10:33:31.181 |AppInfo |Digit analysis: wait_DmPidRes- Partition=[] Pattern=[10000] Where=[],cmDeviceType=[UserDevice], OutsideDialtone =[0],
DeviceOverride=[0], PID=LineControl(2,100,167,7),CI=[35568319],Sender=Cdcc(2,100,212,66)
00305558.001 |10:33:31.181 |AppInfo |LineControl(7) - 0 calls, 0 CiReq, busyTrigger=10000, maxCall=10000
00305558.003 |10:33:31.182 |AppInfo |LineControl(7) - Get call instance=1 for CI=35568320
00305558.004 |10:33:31.182 |AppInfo |LineControl(7): restart0_CcSetupReq update State of cdpc (31) to receive7
49
Key Takeaway
GCI GCH implId
2,2023 (2|2023) 2023/2
MIVR
00305560.002 |10:33:31.182 |AppInfo |StationD:
(0000007) DEBUG whatToDo: line=1 calls=0 limit=10000, busy=10000. GCI=(2, 2023), cm_PL=(5, 0).
(0000007) DEBUG- saveRinger for: ci=35568320, line=1, mode=3, cm_precedence=5, callPhase=5.
00305574.000 |10:33:31.183 |SdlSig-O |CtiNewCallNotify

|NA RemoteSignal
|UnknownProcessName(1,200,25,1) |StationCdpc(2,100,59,31)
|
2,100,238,1.165^14.128.114.93^*
| LH=1|7 GCH=2|2023 CH=2|35568320 Held CH=0|0 State=2(CtiOferingState) Reason=1 Origin=3 DeviceName=rpICD CGPN=[ DN=2145550001
uDN=2145550001 NumPI=T Part= VmBox= NumType=0 Name=PSTN Caller UniName= NamePI=T Locale=1 PU=2 Device=st.jt-2951 GlblCgpn=2145550001] CDPN=[ DN=10000
uDN=10000 NumPI=T Part= VmBox= NumType=0 Name=10000 UniName= NamePI=T Locale=1 PU=2 Device=] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName=
NamePI=T Locale=1] OCDPN=[ DN=10000 uDN=10000 NumPI=T Part= VmBox= NumType=0 Name=10000 UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=2
RIU=F Privacy=F CallPresent=T FeatPriority=1 Feature=137 AttrType=0 LineId [DN= Part=] IPAddrMode=0 IsConsCallDueToRollover=F UniqCallRef=00000000000007E7021EBAC000000000
CgpnIPv4Addr=5d72800e CgpnIPv6Addr=
00168021.000 |10:33:31.184 |SdlSig-I |CtiNewCallNotify
|ready
|CTIDeviceLineMgr(1,200,25,1)
|StationCdpc(2,100,59,31)
|2,100,238,1.165^14.128.114.93^*
|[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|7 GCH=2|2023 CH=2|35568320 Held CH=0|0 State=2(CtiOferingState) Reason=1 Origin=3 DeviceName=rpICD CGPN=[ DN=2145550001
uDN=2145550001 NumPI=T Part= VmBox= NumType=0 Name=PSTN Caller UniName= NamePI=T Locale=1 PU=2 Device=st.jt-2951 GlblCgpn=2145550001] CDPN=[ DN=10000
uDN=10000 NumPI=T Part= VmBox= NumType=0 Name=10000 UniName= NamePI=T Locale=1 PU=2 Device=] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName=
NamePI=T Locale=1] OCDPN=[ DN=10000 uDN=10000 NumPI=T Part= VmBox= NumType=0 Name=10000 UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=2
RIU=F Privacy=F CallPresent=T FeatPriority=1 Feature=137 AttrType=0 LineId [DN= Part=] IPAddrMode=0 IsConsCallDueToRollover=F UniqCallRef=00000000000007E7021EBAC000000000
CgpnIPv4Addr=5d72800e CgpnIPv6Addr=
00168023.001 |10:33:31.184 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage
]
CTI NewCallEvent ( LH=1|6 CH=2|35568320 CH=0|0 GCH=2|2023 lineHandleSpecified=1 state=2
origin=3 farEndpointSpecified=1 farEndpointCMID=2 endpointType=2 reason=1 remote in use=0 privacy=0 mediaResourceID= resource ID=0 deviceName=rpICD cgpn=2145550001
Presentation=1 cgpn NameInfo=locale: 1 pi: 1 Name: PSTN Caller UnicodeName: cdpn=10000 Presentation=1 cdpn NameInfo=locale: 1 pi: 1 Name: 10000 UnicodeName: original
cdpn=10000 Presentation=1 original cdpn NameInfo=locale: 1 pi: 1 Name: 10000 UnicodeName: LRP= Presentation=1 LRP NameInfo=locale: 1 pi: 1 Name: UnicodeName: UserData=
callingPartyDeviceName=st.jt-2951 mediaDeviceName= ucgpn=2145550001 ucdpn=10000 unmodifiedOriginal cdpn=10000 uLRP= cgPnPartition= cdPnPartition= oCdPnPartition=
lrpPartition= CgpnIP=0x5d72800e IsConsultCallDueToRollover=0 apiCallReference=00000000000007E7021EBAC000000000 lineId.DN= lineId.part= CallPresentable=1 FeaturePriority =1
globalizedCgPn=2145550001 ipAddrMode=0 cgpnPU=2 cdpnPU=2
238604: Dec 13 10:33:31.185 CST %MIVR-SS_TEL-7-UNK:Route Connection=[10000::1/(P1-jtapi_1) GCID=(2,2023)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOferedEv 10000::1,
cause=100, metacode=129, isMaster=true
238608: Dec 13 10:33:31.186 CST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=20,implId=2023/2,state=STATE_RECEIVED_IDX,inbound=true,App
name=appICD,task=null,session=null,seq num=1,cn=10000,dn=10000,cgn=2145550001,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=10000,route=RP[num=10000],OrigProtocolCallRef=00000000000007E7021EBAC0000000
00,DestProtocolCallRef=null,TP=null
50
Message Flow
CTI
CCM
Step 3 CUCM Informs UCCX of New Call
UCCX Redirects Call to CTI Port

Step 1 Redirect to CTI Port Begins
Key Takeaways
TP dn
10002
pss
UCCXTriggers:UCCXPorts:UCCXAgents
238626: Dec 13 10:33:31.200 CST %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=20,implId=2023/2,state=STATE_RECEIVED_IDX,inbound=true,App

name=appICD,task=null,session=2000000021,seq
num=0,cn=10000,dn=10000,cgn=2145550001,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=10000,route=RP[num=10000],OrigProtocolCallRef=00000
000000007E7021EBAC100000000,DestProtocolCallRef=null,TP=10002]
238608: Dec 13 10:33:31.186 CST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=20,implId=2023/2,state=STATE_RECEIVED_IDX,inbound=true,App
name=appICD,task=null,session=null,seq num=1,cn=10000,dn=10000,cgn=2145550001,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=10000,route=RP[num=10000],OrigProtocolCallRef=0000000000
0007E7021EBAC000000000,DestProtocolCallRef=null,TP=null
CCM
CTI
00168025.001 |10:33:31.189 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage]

CTI LineCallRedirectRequest ( seq#=158 LH=1|6 CH=2|35568320
destination=10002 calling search space=2 original called=0 redirect reason=0 unconditional redirect=1 modifiedCallingNumber= modifiedCallingType=0
FeaturePriority=1 Application XML Data=)
00168032.000 |10:33:31.191 |SdlSig-O |SsRedirectCallReq
|NA RemoteSignal
|Cc(2,100,*,*)
|
1,200,13,3.5542^14.128.60.244^rpICD
|SsType=16777254 SsKey=180 SsNode=0 SsParty=35568319 priCSS=:e7a751d0-dd4e-2cac-1ec0-86592517291d
priDn:ti=1nd=10002pi=0si1 secCSS =:e7a751d0-dd4e-2cac-1ec0-86592517291d secDn =pi=0si1 maskedName=locale: 1 Name: UnicodeName:
SsOriginalRFR=18 SsLastRFR=18 IfSuccess=F resetHistory=0 priCSSDisp=0 secCSSDisp=0 modifiedCgpn=pi=0si1 SsORFR=18 SsRFR=18 IfSuc=F resetCHS=0
pCSSD=0 sCSSD=0 mCgNum= mFQCgNum= modifiedCgName=locale: 1 Name: UnicodeName: pi: 0 modifiedCgNumAndName=0 FDataType=0opId=0ssType=0
SsKey=0invokeId=0resultExp=Fbpda=F ignoreIntercept=0 authCode = clientMatterCode = collectCodeIfNeeded =0 featurePriority =1 nonTargetPolicy =0
featCallType =0 precLvl.precedenceLv =5 precLvl.precedenceDm =0 networkDomain= precLvlUpdateFieldFlag=1 bitmask=0 ECCRR=0 pIMS=F
ccContactHeaderInfo=' uri=ti=1User=Host=Port=0PassWord=Madder=Transport=4mDisplayName=RawUrl=<sip:2145550001@14.128.114.93:5060>pi=0si1
00305590.000 |10:33:31.192 |SdlSig-I |SsRedirectCallReq
|wait
|Cc(2,100,213,1)
|
1,200,13,3.5542^14.128.60.244^rpICD
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] SsType=16777254 SsKey=180 SsNode=0 SsParty=35568319 priCSS=:e7a751d0-dd4e2cac-1ec0-86592517291d priDn:ti=1nd=10002pi=0si1 secCSS =:e7a751d0-dd4e-2cac-1ec0-86592517291d secDn =pi=0si1 maskedName=locale: 1 Name:
UnicodeName: SsOriginalRFR=18 SsLastRFR=18 IfSuccess=F resetHistory=0 priCSSDisp=0 secCSSDisp=0 modifiedCgpn=pi=0si1 SsORFR=18 SsRFR=18 IfSuc=F
resetCHS=0 pCSSD=0 sCSSD=0 mCgNum= mFQCgNum= modifiedCgName=locale: 1 Name: UnicodeName: pi: 0 modifiedCgNumAndName=0
FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F ignoreIntercept=0 authCode = clientMatterCode = collectCodeIfNeeded =0 featurePriority
=1 nonTargetPolicy =0 featCallType =0 precLvl.precedenceLv =5 precLvl.precedenceDm =0 networkDomain= precLvlUpdateFieldFlag=1 bitmask=0 ECCRR=0
pIMS=F ccContactHeaderInfo='
uri=ti=1User=Host=Port=0PassWord=Madder=Transport=4mDisplayName=RawUrl=<sip:2145550001@14.128.114.93:5060>pi=0si1'
00305599.004 |10:33:31.193 |AppInfo |Digit analysis: match(pi="1", fqcn="", cn="2145550001",plv="5", pss=UCCXTriggers:UCCXPorts:UCCXAgents",
TodFilteredPss="UCCXTriggers:UCCXPorts:UCCXAgents", dd="10002",dac="0")
51
Message Flow
MIVR
238625: Dec 13 10:33:31.200 CST %MIVR-SS_TEL-7-UNK: Got ConnInProgressEv 10002::1, CallCtlConnOferedEv 10002::1, events on the AddressCallObserver.
Key Takeaway
CI
Step 2 CUCM Continues Redirect Processing
35568321
CCM
(0000004) DEBUG- saveRinger for: ci=35568321, line=1, mode=3, cm_precedence=5, callPhase=5.
00305649.000 |10:33:31.195 |SdlSig-O |SsRedirectCallRes

|NA RemoteSignal
|UnknownProcessName(1,200,25,1) |Cdcc(2,100,212,66)
1,200,13,3.5542^14.128.60.244^rpICD
|Type=16777254 Key=180 ANode=2 ASs=35568319 BNode=2 BSs=35568321 RedirectCallResult=0
sideABridgeParticipantID= sideBBridgeParticipantID=

]
CTI NewCallEvent ( LH=1|18 CH=2|35568321 CH=0|0 GCH=2|2023
lineHandleSpecified=1 state=2 origin=3 farEndpointSpecified=1 farEndpointCMID=2 endpointType=2 reason=6 remote in use=0 privacy=0 mediaResourceID=
resource ID=0 deviceName=ctipt_10002 cgpn=2145550001 Presentation=1 cgpn NameInfo=locale: 1 pi: 1 Name: PSTN Caller UnicodeName: cdpn=10002
Presentation=1 cdpn NameInfo=locale: 1 pi: 1 Name: 10001 UnicodeName: original cdpn=10000 Presentation=1 original cdpn NameInfo=locale: 1 pi: 1 Name:
10000 UnicodeName: LRP=10000 Presentation=1 LRP NameInfo=locale: 1 pi: 1 Name: 10000 UnicodeName: UserData= callingPartyDeviceName=st.jt-2951
mediaDeviceName= ucgpn=2145550001 ucdpn=10002 unmodifiedOriginal cdpn=10000 uLRP=10000 cgPnPartition= cdPnPartition= oCdPnPartition= lrpPartition=
CgpnIP=0x5d72800e IsConsultCallDueToRollover=0 apiCallReference=00000000000007E7021EBAC100000000 lineId.DN= lineId.part= CallPresentable=1
FeaturePriority =1 globalizedCgPn=2145550001 ipAddrMode=0 cgpnPU=2 cdpnPU=2
reason=6 RIU=0 Security=1 ConsultRoll=0 HLClear=0)
CTI CallStateChangedEvent_V2

35568320)
CTI LineCallRedirectResponse
( LH=1|18 CH=2|35568321 State=2

( seq#=158 result=0 LH=0|0 CH=2|
MIVR
238628: Dec 13 10:33:31.201 CST %MIVR-SS_TEL-7-UNK:CallID: 20, MediaID: 2023/2 CallCtlConnOferedEv received for CTI Port: 10002, lastRedirectedAddress: 10000
238631: Dec 13 10:33:31.207 CST %MIVR-SS_TEL-7-UNK:CallID: 20, MediaID: 2023/2 Accepting call for CTI Route Point: 10000 on CTI Port: 10002, ciscoCause=0
238633: Dec 13 10:33:31.207 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2, TerminalConnection to Terminal: ctipt_10002 is RINGING, [10002::1/(P1-jtapi_1)
GCID=(2,2023)->ACTIVE]->ALERTING
52
Message Flow
CTI
00168037.000 |10:33:31.197 |SdlSig-I |SsRedirectCallRes

|ready
|Cdcc(2,100,212,66)
|
1,200,13,3.5542^14.128.60.244^rpICD
|[R:N-H:0,N:3,L:0,V:0,Z:0,D:0] Type=16777254 Key=180 ANode=2 ASs=35568319 BNode=2 BSs=35568321
RedirectCallResult=0 sideABridgeParticipantID= sideBBridgeParticipantID=

238626: Dec 13 10:33:31.200 CST %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=20,implId=2023/2,state=STATE_RECEIVED_IDX,inbound=true,App
media resource ID= resource ID=0 media device name=)
( seq#=159 LH=1|18 CH=2|35568321
00168049.000 |10:33:31.205 |SdlSig-O |CtiLineCallAcceptReq

|NA RemoteSignal
|UnknownProcessName(2,100,58,4) |
CTIDeviceLineMgr(1,200,25,1)
|1,200,13,3.5543^14.128.60.244^ctipt_10002 |AsyncResponse=183 CH=2|35568321 LH=1|19 MediaDeviceName =
MediaDevicePid = (0,0,0,0) resource ID=0
00305689.000 |10:33:31.205 |SdlSig-I |CtiLineCallAcceptReq
|restart0
|StationD(2,100,58,4)
|
1,200,13,3.5543^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=183 CH=2|35568321 LH=1|19 MediaDeviceName = MediaDevicePid
= (0,0,0,0) resource ID=0
00305689.001 |10:33:31.205 |AppInfo |StationD(4): StationCtiD-CtiLineCallAcceptReq LH=1|19
(0000004) INFO sendCallAcceptReq: Try to send StationLineCallAccept to cdpc=32 .
00305691.000 |10:33:31.205 |SdlSig-O |CtiLineCallAcceptRes

|NA RemoteSignal
|1,200,13,3.5543^14.128.60.244^ctipt_10002 |AsyncResponse=183 mResult=0x0
CTI
CTI LineCallAcceptRequest
|UnknownProcessName(1,200,25,1) |StationD(2,100,58,4)
00168050.000 |10:33:31.205 |SdlSig-I |CtiLineCallAcceptRes

|ready
1,200,13,3.5543^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=183 mResult=0x0
CTI LineCallAcceptResponse
|StationD(2,100,58,4)
( seq#=159 result=0 LH=0|0 CH=0|0)
MIVR
238631: Dec 13 10:33:31.207 CST %MIVR-SS_TEL-7-UNK:CallID: 20, MediaID: 2023/2 Accepting call for CTI Route Point: 10000 on CTI Port: 10002, ciscoCause=0
238632: Dec 13 10:33:31.207 CST %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=20,implId=2023/2,state=STATE_ACCEPTED_IDX,inbound=true,App
=DIRECT,lrd=null,ocn=10000,route=RP[num=10000],OrigProtocolCallRef=00000000000007E7021EBAC100000000,DestProtocolCallRef=null,TP=10002]
53
Message Flow
CCM
CTI
MIVR
Step 3 UCCX Accepts the Call
MIVR
UCCX Associates Script, Answers and Queues Call
Key Takeaway
Task
26000000032
238635: Dec 13 10:33:31.210 CST %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=20,implId=2023/2,state=STATE_ATTRIBUTED_IDX,inbound=true,App

238638: Dec 13 10:33:31.210 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 associated with Task ID: 26000000032
238646: Dec 13 10:33:31.212 CST %MIVR-ENG-7-UNK:Execute Task 26000000032
mediaDevName mediaResId resource ID=0)
CTI
( seq#=160 LH=1|18 CH=2|35568321
00168058.000 |10:33:31.215 |SdlSig-O |CtiLineCallAnswerReq

|NA RemoteSignal
|1,200,13,3.5544^14.128.60.244^ctipt_10002 | mAsyncResponse=184 CH=2|35568321 LH=1|19 MediaDeviceName =
00305719.000 |10:33:31.216 |SdlSig-I |CtiLineCallAnswerReq
|restart0
|StationD(2,100,58,4)
1,200,13,3.5544^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] mAsyncResponse=184 CH=2|35568321 LH=1|19 MediaDeviceName =
(0000004) restart0_StationOfHook - INFO: CI=35568321 on line=1, SPKMode=0. Answer.
00305721.000 |10:33:31.216 |SdlSig-O |CtiLineCallAnswerRes

|NA RemoteSignal
|1,200,13,3.5544^14.128.60.244^ctipt_10002 |AsyncResponse=184 mResult=0x0
MIVR
CTI LineCallAnswerRequest
00168059.000 |10:33:31.216 |SdlSig-I |CtiLineCallAnswerRes

|ready
1,200,13,3.5544^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=184 mResult=0x0
CTI LineCallAnswerResponse
|StationD(2,100,58,4)
( seq#=160 result=0 LH=0|0 CH=0|0)
238673: Dec 13 10:33:31.253 CST %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=20,implId=2023/2,state=STATE_ANSWERED_IDX,inbound=true,App

name=appICD,task=26000000032,session=2000000021,seq
238690: Dec 13 10:33:32.502 CST %MIVR-ENG-7-UNK:Execute step of Task 26000000032 : Select Resource (--Triggering Contact-- from CSQ)
NOTE: Next, CUCM negotiates the media between the ingress gateway and the UCCX port. The media layer in CUCM is
very complex and outside the scope of this presentation. That said, media is
a common
problem
in UCCX
2014
Cisco and/or its affiliates.
All rights reserved.
Cisco Confidential
54
deployments. We will discuss further in the common problem section.
Message Flow
CCM
CTI
238656: Dec 13 10:33:31.214 CST %MIVR-ENG-7-UNK:Execute step of Task 26000000032 : Accept (--Triggering Contact--)
UCCX Identifies Agent, Transfers the Call

MIVR
Step 1 Resource Found, Transfer Starts

238733: Dec 13 10:33:47.749 CST %MIVR-SS_RM-7-UNK:Rsrc: jtesar New State:AVAILABLE Old State:UNAVAILABLE Reason code:0
238744: Dec 13 10:33:47.750 CST %MIVR-SS_RM-7-UNK:Rsrc: jtesar New State:RESERVED Old State:AVAILABLE Reason code:0
238747: Dec 13 10:33:47.751 CST %MIVR-SS_RM-7-UNK:Task: 26000000032 Start interrupting the task.

35568321global call GCH=1|4009 ConsultWithoutMedia= 1)
CTI LineCallSetupTransferRequest
( seq#=163 LH=1|18 CH=2|
00168100.000 |10:33:47.762 |SdlSig-O |CtiLineCallTransferSetupReq

|NA RemoteSignal
|1,200,13,3.5547^14.128.60.244^ctipt_10002 |AsyncResponse=186 LH=1|19 CH=2|35568321 DN=19001
ConsultWithoutMedia=T
00305941.000 |10:33:47.763 |SdlSig-I |CtiLineCallTransferSetupReq
|restart0
|StationD(2,100,58,4)
|
1,200,13,3.5547^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=186 LH=1|19 CH=2|35568321 DN=19001 ConsultWithoutMedia=T
(0000004) processTwoHitFeature - INFO: call=35568321 on line=1 fid=4.
(0000004) restart0_StationOfHook - INFO: CI=0 on line=1, SPKMode=1. New call.
00306038.001 |10:33:47.771 |AppInfo |StationCdpc(32): StationCtiCdpc-CcHoldAckReq CH=2|35568321 CmSsFeat=2 RFR=0 OnBehalf=Transfer Reason=2 State=10
CCM

00306058.002 |10:33:47.772 |AppInfo |StationD(4): StationCtiD-CcCiRes CI=35568322 varCcCiResMsg.ci= 35568322 LineNum=1 currentLineNum=1 mDialeddigits =
19001 callReqData.cdpcPId = (2,100,59,32) cdpcPId = (2,100,59,33)
00306061.000 |10:33:47.772 |SdlSig-O |CtiLineCallTransferSetupRes
|NA RemoteSignal
|2,100,238,1.173^14.128.114.93^*
|AsyncResponse=186 CH=2|35568321 Consult CH=2|35568322 Consult LineDN=10002 Consult Partition= Result=0x0
00306100.004 |10:33:47.774 |AppInfo |Digit analysis: match(pi="2", fqcn="10002", cn="10002",plv="5", pss=UCCXAgents", TodFilteredPss=UCCXAgents",
dd="19001",dac="0")
(0000013) DEBUG whatToDo: line=1 calls=0 limit=4, busy=2. GCI=(1, 4009), cm_PL=(5, 0).
55
Message Flow
CTI
238772: Dec 13 10:33:47.759 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, transfer(19001, 12000, ACKNOWLEDGED)

Step 1 Resource Found, Transfer Starts Contd
00168111.000 |10:33:47.773 |SdlSig-I |CtiLineCallTransferSetupRes
|ready
|StationD(2,100,58,4)
|
2,100,238,1.173^14.128.114.93^*
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=186 CH=2|35568321 Consult CH=2|35568322 Consult LineDN=10002 Consult Partition= Result=0x0
MIVR

DN=10002 con part=)
CTI LineCallSetupTransferResponse
( seq#=163 LH=0|0 CH=0|2 consult CH=2|35568322 con

]
CTI NewCallEvent ( LH=1|18 CH=2|35568322 CH=2|35568321 GCH=1|4009 lineHandleSpecified=1
state=4 origin=7 farEndpointSpecified=0 farEndpointCMID=0 endpointType=0 reason=1 remote in use=0 privacy=0 mediaResourceID= resource ID=0 deviceName=ctipt_10002
cgpn=10002 Presentation=1 cgpn NameInfo=locale: 1 pi: 1 Name: UnicodeName: cdpn= Presentation=1 cdpn NameInfo=locale: 1 pi: 1 Name: UnicodeName: original cdpn=
Presentation=1 original cdpn NameInfo=locale: 1 pi: 1 Name: UnicodeName: LRP= Presentation=1 LRP NameInfo=locale: 1 pi: 1 Name: UnicodeName: UserData=
callingPartyDeviceName=ctipt_10002 mediaDeviceName= ucgpn=10002 ucdpn= unmodifiedOriginal cdpn= uLRP= cgPnPartition= cdPnPartition= oCdPnPartition= lrpPartition= CgpnIP=0x0
IsConsultCallDueToRollover=0 apiCallReference=0000000000000FA9021EBAC200000000 lineId.DN= lineId.part= CallPresentable=1 FeaturePriority =1 globalizedCgPn= ipAddrMode=3
cgpnPU=2 cdpnPU=0
238776: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= ConsultCallActive

238777: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= ConnCreatedEv 10002::1
238778: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= ConnConnectedEv 10002::1
238779: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= CallCtlConnInitiatedEv 10002::1
238780: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= TermConnCreatedEv ctipt_10002
238781: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= TermConnActiveEv ctipt_10002
238782: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= CallCtlTermConnTalkingEv ctipt_10002
238783: Dec 13 10:33:47.775 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:20 MediaId:2023/2 Task:26000000032, ConsultEvent= CallCtlConnDialingEv 10002::1
238826: Dec 13 10:33:47.787 CST %MIVR-SS_TEL-7-UNK:Call.transferStarted(19001) JTAPICallContact[id=20,implId=2023/2,state=STATE_ANSWERED_IDX,inbound=true,App
num=0,cn=10000,dn=10000,cgn=2145550001,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=10000,route=RP[num=10000],OrigProtocolCallRef=00000000000007E7021EBAC10
0000000,DestProtocolCallRef=null,TP=10002]
56
Message Flow
CTI
00168112.000 |10:33:47.773 |SdlSig-I |CtiNewCallNotify

|ready
|2,100,238,1.173^14.128.114.93^*
|[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|19 GCH=1|4009 CH=2|35568322 Held CH=2|35568321 State=4(CtiDialtoneState) Reason=1 Origin=7 DeviceName=ctipt_10002
CGPN=[ DN=10002 uDN=10002 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=ctipt_10002 GlblCgpn=] CDPN=[ DN= uDN= NumPI=T Part=
VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=0 Device=] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1]
OCDPN=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=F FarEndCMId=0 EndpointType=0 RIU=F Privacy=F CallPresent=T
FeatPriority=1 Feature=4 AttrType=0 LineId [DN= Part=] IPAddrMode=3 IsConsCallDueToRollover=F UniqCallRef=0000000000000FA9021EBAC200000000 CgpnIPv4Addr=0 CgpnIPv6Addr=

Step 2 Agent Answers Phone
00306276.001 |10:33:50.465 |AppInfo |StationD(13): StationCtiD-CtiLineCallAnswerReq LH=1|27
(0000013) restart0_StationOfHook - INFO: CI=35568323 on line=1, SPKMode=0. Answer.
00306320.000 |10:33:50.467 |SdlSig-O |CtiCallStateNotify

|NA RemoteSignal
|
1,200,13,2.5483^14.128.60.244^SEP001EF7C346AC | LH=1|27 GCH=1|4009 CH=2|35568323 State=8(CtiConnectedState) Reason=1 Cause=0 CGPN=[ DN=10002 uDN=10002 NumPI=T
Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=ctipt_10002 GlblCgpn=10002] CDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0
Name= UniName= NamePI=T Locale=1 PU=2 Device=SEP001EF7C346AC] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1]
OCDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=1 RIU=F Privacy=F Feat=1
SecStatus=1 SelectStatus=0 Feature=137 HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
MIVR
CTI

|NA RemoteSignal
|
1,200,13,2.5483^14.128.60.244^SEP001EF7C346AC | LH=1|19 GCH=1|4009 CH=2|35568322 State=8(CtiConnectedState) Reason=1 Cause=0 CGPN=[ DN=10002 uDN=10002 NumPI=T
Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=ctipt_10002 GlblCgpn=] CDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name=
UniName= NamePI=T Locale=1 PU=2 Device=SEP001EF7C346AC] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] OCDPN=[ DN=19001
uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=1 RIU=F Privacy=F Feat=1 SecStatus=1
SelectStatus=0 Feature=137 HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
00168146.000 |10:33:50.468 |SdlSig-I |CtiCallStateNotify
|ready
|
1,200,13,2.5483^14.128.60.244^SEP001EF7C346AC |[R:N-H:0,N:3,L:0,V:0,Z:0,D:0] LH=1|27 GCH=1|4009 CH=2|35568323 State=8(CtiConnectedState) Reason=1 Cause=0
CGPN=[ DN=10002 uDN=10002 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=ctipt_10002 GlblCgpn=10002] CDPN=[ DN=19001 uDN=19001
NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=SEP001EF7C346AC] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName=
NamePI=T Locale=1] OCDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=1 RIU=F
Privacy=F Feat=1 SecStatus=1 SelectStatus=0 Feature=137 HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
|ready
|
1,200,13,2.5483^14.128.60.244^SEP001EF7C346AC |[R:N-H:0,N:3,L:0,V:0,Z:0,D:0] LH=1|19 GCH=1|4009 CH=2|35568322 State=8(CtiConnectedState) Reason=1 Cause=0
CGPN=[ DN=10002 uDN=10002 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=ctipt_10002 GlblCgpn=] CDPN=[ DN=19001 uDN=19001
NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=SEP001EF7C346AC] LRP=[ DN= uDN= NumPI=T Part= VmBox= NumType=0 Name= UniName=
NamePI=T Locale=1] OCDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=T FarEndCMId=2 EndpointType=1 RIU=F
Privacy=F Feat=1 SecStatus=1 SelectStatus=0 Feature=137 HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
ConsultRoll=0 HLClear=0)
( LH=1|26 CH=2|35568323 State=8 reason=1 RIU=0 Security=1

ConsultRoll=0 HLClear=0)
( LH=1|18 CH=2|35568322 State=8 reason=1 RIU=0 Security=1
238860: Dec 13 10:33:50.473 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, ConsultCallObserver TALKING - CallCtlConnEstablished, [19001::1/(P1-jtapi_1)
GCID=(1,4009)->ACTIVE]->ESTABLISHED
238861: Dec 13 10:33:50.473 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, Consult received Call TALKING, it's in correct state to transfer
238863: Dec 13 10:33:50.473 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, transfer(19001, consultCall)
57
Message Flow
CCM

Step 3 Transfer Completes
|
00168155.000 |10:33:50.475 |SdlSig |CtiLineCallDirectTransferReq

|ready
|CTIHandler(1,200,22,2)
1,200,13,3.5548^14.128.60.244^*
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=164 LH=1|18 CH=2|35568321 Consult CH=2|35568322
00168156.000 |10:33:50.475 |SdlSig-O |CtiLineCallDirectTransferReq

|NA RemoteSignal
|1,200,13,3.5548^14.128.60.244^ctipt_10002 |AsyncResponse=188 LH=1|19 CH=2|35568321 Consult CH=2|35568322
00306348.000 |10:33:50.476 |SdlSig-I |CtiLineCallDirectTransferReq

|restart0
|StationD(2,100,58,4)
1,200,13,3.5548^14.128.60.244^ctipt_10002 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=188 LH=1|19 CH=2|35568321 Consult CH=2|35568322
CCM
00306388.001 |10:33:50.477 |AppInfo |TransferManager: SsInfoInd : complete transfer,TransferringSecondarSsParty=35568322, TransferringPartyDslAddr

(0,0,0.0.0.0,0), TransferringPartyPID (2,167,4),TransferDestinationSsParty=35568323, TransferDestinationDslAddr (0,0,14.129.31.15,0), TransferDesinatonPID (0,0,0),
transactionId=33554499
00306422.000 |10:33:50.479 |SdlSig-O |CtiLineCallDirectTransferRes
|NA RemoteSignal
|1,200,13,3.5548^14.128.60.244^ctipt_10002 |AsyncResponse=188 CH=2|35568321 Result=0x0
00306425.000 |10:33:50.479 |SdlSig-O |CtiLineCallTransferStartedNotify
|NA RemoteSignal
|1,200,13,3.5548^14.128.60.244^ctipt_10002 | LH=1|19 TransId=33554499 primaryCallType=0 secondaryCallType=0 primCH=2|35568321 secCH=2|
35568322
00306570.000 |10:33:50.489 |SdlSig-O |CtiLineCallTransferEndedNotify
StationCdpc(2,100,59,32)
|2,100,238,1.178^14.128.114.93^*
35568322
|NA RemoteSignal
| LH=1|19 remoteInUse=F mNumberOfIdleCallHandles=2 IdleCallHandles= 2|35568321 2|
00306642.001 |10:33:50.491 |AppInfo |ARBTRY-ConnectionManager-wait_AuConnectRequest(35568319,35568323)

00306714.000 |10:33:50.494 |SdlSig-O |CtiLineCallTransferEndedNotify
StationCdpc(2,100,59,34)
|2,100,238,1.178^14.128.114.93^*
35568322
|NA RemoteSignal
| LH=1|27 remoteInUse=F mNumberOfIdleCallHandles=2 IdleCallHandles= 2|35568321 2|
58
Message Flow
CTI
00168154.000 |10:33:50.475 |SdlSig |CtiLineCallDirectTransferReq

|ready
1,200,13,3.5548^14.128.60.244^*
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=164 LH=1|18 CH=2|35568321 Consult CH=2|35568322

Step 3 Transfer Completes Contd
00168161.000 |10:33:50.479 |SdlSig-I |CtiLineCallDirectTransferRes
|ready
|StationD(2,100,58,4)
1,200,13,3.5548^14.128.60.244^ctipt_10002 |[R:N-H:0,N:2,L:0,V:0,Z:0,D:0] AsyncResponse=188 CH=2|35568321 Result=0x0
00168162.000 |10:33:50.479 |SdlSig-I |CtiLineCallTransferStartedNotify

|ready
|
1,200,13,3.5548^14.128.60.244^ctipt_10002 |[R:N-H:0,N:2,L:0,V:0,Z:0,D:0] LH=1|19 TransId=33554499 primaryCallType=0 secondaryCallType=0 primCH=2|
35568321 secCH=2|35568322
00168163.000 |10:33:50.479 |SdlSig-I |CtiLineCallTransferStartedNotify
|ready
|
35568321 secCH=2|35568322
]
CTI LineCallDirectTransferResponse
( seq#=164 result=0 LH=0|0 CH=0|0)
00168165.000 |10:33:50.479 |SdlSig |CtiLineCallTransferStartedNotify

|ready
|
35568321 secCH=2|35568322
]
CTI CallTransferStartedEvent ( LH=1|18 transaction Id=33554499
ctrlName=locale: 1 pi: 0 Name: UnicodeName: ctrlNum=10002 ctrlDeviceName=ctipt_10002 remoteInUse=0 primary GCH=2|2023 secondary GCH=1|4009
primaryCH= CH=2|35568321 secondaryCH= CH=2|35568322 primary call type=0 secondary call type=0 ctrlPart=)
00168169.000 |10:33:50.489 |SdlSig-I |CtiLineCallTransferEndedNotify
|ready
|
2,100,238,1.178^14.128.114.93^*
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] LH=1|19 remoteInUse=F mNumberOfIdleCallHandles=2 IdleCallHandles= 2|35568321 2|
35568322
]
CTI CallTransferEndedEvent
success=1 remoteInUse=0 numberOfIdleCallHandles=2 CH=2|35568321 CH=2|35568322)
( LH=1|18 transaction Id=33554499
00168183.000 |10:33:50.494 |SdlSig-I |CtiLineCallTransferEndedNotify

|ready
|
2,100,238,1.178^14.128.114.93^*
|[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] LH=1|27 remoteInUse=F mNumberOfIdleCallHandles=2 IdleCallHandles= 2|35568321 2|
35568322
]
CTI CallTransferEndedEvent
success=1 remoteInUse=0 numberOfIdleCallHandles=2 CH=2|35568321 CH=2|35568322)
( LH=1|26 transaction Id=33554499
59
Message Flow
CTI

Step 3 Transfer Completes Contd
238873: Dec 13 10:33:50.480 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got CiscoTransferStartEv, events on the AddressCallObserver.
238874: Dec 13 10:33:50.490 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got ConnDisconnectedEv 19001::1, CallCtlConnDisconnectedEv 19001::1, events on the
AddressCallObserver.
238875: Dec 13 10:33:50.491 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got TermConnDroppedEv ctipt_10002, CallCtlTermConnDroppedEv ctipt_10002,
ConnDisconnectedEv 10002::1, CallCtlConnDisconnectedEv 10002::1, CallInvalidEv, events on the AddressCallObserver.
238876: Dec 13 10:33:50.491 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got CallObservationEndedEv, events on the AddressCallObserver.
238877: Dec 13 10:33:50.492 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got CiscoTransferEndEv, events on the AddressCallObserver.
238879: Dec 13 10:33:50.492 CST %MIVR-SS_TEL-7-UNK:Call.transferring(19001) JTAPICallContact[id=20,implId=2023/2,state=STATE_ANSWERED_IDX,inbound=true,App

238880: Dec 13 10:33:50.492 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 Got CallObservationEndedEv, events on the AddressCallObserver.
238881: Dec 13 10:33:50.493 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, got CiscoTransferEndEv event on the AddressCallObserver, posting it to InCallObserver.
Port.this.transferStart = true
238882: Dec 13 10:33:50.493 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, got TransferStart event, and final call 2023/2 is the same as the consult call, Transferred
call in event (P1-jtapi_1) GCID=(1,4009)->INVALID
238883: Dec 13 10:33:50.493 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, got CiscoTransferStartEv event on the AddressCallObserver, posting it to InCallObserver.
Port.this.transferStart = true
238884: Dec 13 10:33:50.493 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032 gets TermConnDroppedEv, meta code:134, cause code:100
238885: Dec 13 10:33:50.493 CST %MIVR-SS_TEL-7-UNK:CallID:20 MediaId:2023/2 Task:26000000032, TerminalConnection to Terminal: ctipt_10002 is DROPPED, 2023/2, call transferring,
Redirecting:false
238886: Dec 13 10:33:50.497 CST %MIVR-SS_RM-7-UNK:Protocol Call Ref = null
238887: Dec 13 10:33:50.497 CST %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=20,implId=2023/2,state=STATE_ANSWERED_IDX,inbound=true,App
60
Message Flow
MIVR
238878: Dec 13 10:33:50.492 CST %MIVR-SS_TEL-7-UNK:Call.transferAnswered(19001) JTAPICallContact[id=20,implId=2023/2,state=STATE_ANSWERED_IDX,inbound=true,App

Call Disconnects
Step 1 Agent Goes On Hook
CCM
00307250.001 |10:34:03.420 |AppInfo |StationD(13): StationCtiD-CtiLineCallDisconnectReq LH=1|27

|NA RemoteSignal
|1,200,13,2.5484^14.128.60.244^SEP001EF7C346AC | LH=1|27 GCH=2|2023 CH=2|35568323 State=1(CtiIdleState) Reason=1 Cause=16
CGPN=[ DN=2145550001 uDN=2145550001 NumPI=T Part= VmBox= NumType=0 Name=PSTN Caller UniName= NamePI=T Locale=1 PU=2 Device=st.jt-2951
GlblCgpn=10002] CDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=] LRP=[ DN=10002
uDN=10002 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] OCDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0
Name= UniName= NamePI=T Locale=1] AuxData=F FarEndCMId=2 EndpointType=2 RIU=F Privacy=F Feat=1 SecStatus=1 SelectStatus=0 Feature=137
HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
00307281.001 |10:34:03.421 |AppInfo |LineControl(13) - Release call instance=1 for CI=35568323
00307281.003 |10:34:03.421 |AppInfo |LineControl (13) - DStopInd - Line become idle
CTI
00307290.001 |10:34:03.422 |AppInfo |ARBTRY-ConnectionManager- wait_AuDisconnectRequest CI(35568319,35568323),disconnectType(1), IFHandling(0,0)

|ready
|
1,200,13,2.5484^14.128.60.244^SEP001EF7C346AC |[R:N-H:0,N:2,L:0,V:0,Z:0,D:0] LH=1|27 GCH=2|2023 CH=2|35568323 State=1(CtiIdleState) Reason=1
Cause=16 CGPN=[ DN=2145550001 uDN=2145550001 NumPI=T Part= VmBox= NumType=0 Name=PSTN Caller UniName= NamePI=T Locale=1 PU=2
Device=st.jt-2951 GlblCgpn=10002] CDPN=[ DN=19001 uDN=19001 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1 PU=2 Device=]
LRP=[ DN=10002 uDN=10002 NumPI=T Part= VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] OCDPN=[ DN=19001 uDN=19001 NumPI=T Part=
VmBox= NumType=0 Name= UniName= NamePI=T Locale=1] AuxData=F FarEndCMId=2 EndpointType=2 RIU=F Privacy=F Feat=1 SecStatus=1 SelectStatus=0
Feature=137 HuntCallClear=0 IsConsCallDueToRolloverF IPAddrMode=3 CgpnIPv4Addr=0 CgpnIPv6Addr=
MIVR

reason=1 RIU=0 Security=1 ConsultRoll=0 HLClear=0)
( LH=1|26 CH=2|35568323 State=1
239064: Dec 13 10:34:03.424 CST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: TermConnDroppedEv received for call 33556455 [2023/2] and agent jtesar
239070: Dec 13 10:34:03.424 CST %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:jtesar ID:2023/2 Type:IAQ Cause:DROPPED Abort Exception:null)
239083: Dec 13 10:34:03.426 CST %MIVR-SS_RM-7-UNK:Rsrc: jtesar New State:AVAILABLE Old State:IN_SESSION Reason code:0
61
Message Flow
00307281.004 |10:34:03.421 |AppInfo |LineControl(13) - 0 calls, 0 CiReq, busyTrigger=2, maxCall=4
Call Disconnects
Step 2 CUCM Sends Disconnect, Gateway Releases
00307318.001 |10:34:03.423 |AppInfo |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 14.128.114.93:[5060]:
[609,NET]
BYE sip:19001@14.128.114.93:5060 SIP/2.0
Via: SIP/2.0/UDP 14.128.60.248:5060;branch=z9hG4bKd07f6d060e
CCM
From: <sip:10000@14.128.60.248>;tag=105~89b8a152-2e12-4456-98c8-1a4f161227d9-35568319
To: "PSTN Caller" <sip:2145550001@14.128.114.93>;tag=62A60840-1D14
Date: Thu, 13 Dec 2012 16:33:50 GMT
User-Agent: Cisco-CUCM9.0
Max-Forwards: 70
Message Flow
CSeq: 110 BYE

Reason: Q.850;cause=16
Content-Length: 0
000549: Dec 13 10:34:03.426: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Received:
BYE sip:19001@14.128.114.93:5060 SIP/2.0
Via: SIP/2.0/UDP 14.128.60.248:5060;branch=z9hG4bKd07f6d060e
From: <sip:10000@14.128.60.248>;tag=105~89b8a152-2e12-4456-98c8-1a4f161227d9-35568319
GW
To: "PSTN Caller" <sip:2145550001@14.128.114.93>;tag=62A60840-1D14

Date: Thu, 13 Dec 2012 16:33:50 GMT
User-Agent: Cisco-CUCM9.0
Max-Forwards: 70
CSeq: 110 BYE
Reason: Q.850;cause=16
Content-Length: 0
000561: Dec 13 10:34:03.462: ISDN Se0/1/0:15 Q931: TX -> DISCONNECT pd = 8 callref = 0x8089
Cause i = 0x8290 - Normal call clearing
000562: Dec 13 10:34:03.470: ISDN Se0/1/0:15 Q931: RX <- RELEASE pd = 8 callref = 0x0089
000563: Dec 13 10:34:03.470: ISDN Se0/1/0:15 Q931: TX -> RELEASE_COMP pd = 8 callref = 0x8089
62

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2016 Customer Collaboration

Technical Partner Uplift

Cisco Unified Contact Center Express

UCCX Application Users

UCCX Call Flow

Example of CTI communication

Appendix Advanced Traces

UCCX and CUCM integration

AXL (Administrative XML)

CTI (Computer Telephony Integration)

CTI stands for Computer Telephony Integration.

CTI enables us to leverage computer-processing functions while

Allows us to perform certain tasks

As with any client connection protocol,

A program called CTIManager on the CUCM includes the CTI

Installation of the CTIManager service occurs on the CUCM server

You can have one or more CTIManagers active in a cluster, but

An application (such as UCCX JTAPI) can have simultaneous

Logical Sequence of message flow (CTI Only)

CTI Manager Service

UCCX JTAPI Client

CTI Manager in a cluster

UCCX CM Telephony entities

Virtual Devices, as CTI Route points on the CUCM.

Virtual Phones on the CUCM.

Understanding Cisco JTAPI

What is Cisco JTAPI?

Control and observe Cisco Unified Communications Manager

Route calls by using Computer-Telephony Integration (CTI) ports

Cisco JTAPI is used in UCCX to monitor device status and to issue

It supports actions : conference, transfer, connect, answer, and

To send calls to the right place at the right time

Tech nugget what is a JTAPI observer?

Uses Observers to learn about state changed on these objects.

CTI Manager redundancy on UCCX

CTI Manager Configuration

JTAPI application is any application that is running the Cisco JTAPI

To resynchronize the JTAPI versions between UCCX and CUCM, we

JTAPI Data Re-Sync

CUCM User and Device Association Overview

Agent Phones Device Associations

Agent Phone Device Association

Applications users on CUCM for UCCX

Used to control CTI ports and CTI route points.

Used exclusively for call control on UCCX.

RMCM user (or RMJTAPI user)

Call Control Group to CTI Ports

Use of the JTAPI Application User

This is done through the Unified CM user (JTAPI user).

Use of the RMCM Application user

It is used during the login to a CTI desktop application (controlling the

It sends OffHook and OnHook messages to the CM Server.

It is used to send messages to perform actions on the Agent phone :

conference, transfer, connect, answer, and redirect.

UCCX Call flow

Types of call routing

How are Redirects done?

Redirects can be done in several ways:

UCCX Call Flow (1)

Inbound PSTN Call to Voice Gateway

VoIP leg to CUCM

CUCM routes call to UCCX

UCCX trigger Redirects call to CTI Port