Archive for October, 2011

Reporting on Cisco Unified Communications Software

October 24, 2011 Leave a comment

Hi All

So you have implemented a new Cisco Unified Communications environment and would like to get some detailed reporting about the installation, configuration and system performance. Some of these applications have built in basic reporting options and of course you can use the RTMT (Real Time Monitoring Tool) to get more information out of the system, however there is another product which produces great detailed documents about the configuration and performance of the enviroment. The product Uplinx Report Tool for Cisco Unified Communications (

This product can report on the following systems

– Cisco Unified Communication Manager

– CUCM Audit (change) report

– Cisco Unified Presence Server CUPS

– Cisco Unity Connection CUC

– Cisco Emergency Responder CER

– Unified Contact Center Express UCCX 8

– Microsoft Exchange 2007/2010 UM role

– Phone Inventory Audit (Change) report

– Phone Inventory report including Serial number, model, MAC, MWI, status, location, switch neighbour details.

For more information check out the datasheet at the following link


The Voice Man


Where Has My Call History Gone!!!

October 21, 2011 1 comment

Hi All

So you have completed an upgrade to CUCM 8.x from a previous version and you have now found that all of your Missed Calls, Placed Calls and Received Calls are all missing since the upgrade.

Starting with CUCM 8.x Cisco introduced a new Security feature called ITL (Initial Trust List) files, which when upgrading from a previous version of CUCM or migrating from a different cluster can cause issues, one of which is loosing your previously recorded directory lists.

More info on Security and ITL files

If you encounter this problem there are a couple of things you can do to resolve, one is to manually delete the ITL file from each of the phones. Yes I know this could be time consuming by if you dont have too many phones deployed in the environment then this could be an option. Also please note there could be some other factors involved regarding this so read the link above for my information…

To delete the ITL files manually complete the following on the common phone models below

79XX – Settings > Security > Trust List > ITL File > **# (to unlock the settings) > Erase
89XX/99XX – Settings > Administrator Settings > Reset Settings > Security Settings

So if your deployment is quite large and a manual change on each phone is not really an option there is a great piece of software called PhoneView by Unified FX (

Check this software out, amongest all its other features the software can remove the ITL files from the Cisco IP Phones in bulk plus many others

Below is a screenshot of the software


The Voice Man

Categories: CUCM Tags: , , ,

Need a WallBoard for your UCCX Deployment

October 20, 2011 Leave a comment

Hi All

So you have just deployed a new UCCX contact centre environment and the client is now asking for a WallBoard to display some statistics for the environment. You show them the Supervisor software with the built in graphs and reports however it just doesn’t cut it.

A great piece of software that fully integrates with UCCX including UCCX ver 8.x is the QMC Agent Board IQ from Advatel ( This piece of software can be loaded onto an agents individual workstation and be customised per queue but can also be template based depending on the type of contact centre.

Below is a link to this software, check it out

Also here are some screenshots….


The Voice Man

Cisco Unified Communications Backup Software

October 19, 2011 Leave a comment

Hi All

I have had a lot of questions surrounding the backup process required for Cisco Unified Communications software including Communications Manager, Unity Connection and Presence.

Each of these pieces of software require an SFTP location to backup to. There are a number of SFTP software applications out there but one that I use all the time during deployments and implementions is by CoreFTP called mini-sftp-server.

CoreFTP have developed a mini FREE version of there server based product and this is great for quickly and easily backing up the CUCM, UCXN or Presence server you have just deployed and ensures all of the configuration settings created are backed up.

The software is easy to use just run it up and enter a Username, Password and Location for the backup files and click start, you now have a portable SFTP server. Just reflect these credentials into your Cisco CUCM, UCXN or Presence servers to complete the process. Please ensure that you have all your desktop firewalls etc turned off as these can sometimes interfere with the connection process

Please note: As a permanent backup solution it is always best to install a fully featured licensed SFTP server application, however the software discussed here is ideal for completing a quick and convenient backup of these solutions

Below is a link and a screenshot of this software



The Voice Man

Configuring Voice QoS

October 19, 2011 Leave a comment

Hi All

Received some great documentation from a collegue surrounding Voice & Video QoS for edge routers to ensure Voice and Video traffic is prioritised when connecting over a WAN

This also gives you the abiilty to mark traffic based on it’s protocol so if you QoS is not setup properly it will still mark it and send it correctly accross the WAN.


WAN Interface QOS To Use Low Latency Queuing (LLQ)

class-map match-any voice-signaling

 match  dscp cs3

class-map match-any video-traffic

 match  dscp cs4

class-map match-any voice-traffic

 match  dscp ef


policy-map WAN-EDGE-OUT

 class voice-traffic   <————– Voice traffic

   priority 5120

 class voice-signaling <————– Voice Signaling

   bandwidth 768

 class video-traffic  <————– Video traffic

   bandwidth 2048

 class class-default <————– All other traffic will have the rest of the bandwidth



interface GIG X/X

band 40000 <————– Sets Interface Bandwidth to 40Mbit

ip nbar protocol-discovery <————– Enables NBAR

service-policy input WAN-EDGE-OUT <————– Applies LLQ QOS policy


LAN Interface QoS To MARK Traffic.

ip access-list extended CISCO

 permit ip host “IP address” any


class-map match-any MARKING-video-traffic

 match access-group name CISCO

class-map match-any MARKING-voice-traffic

 match protocol rtp

class-map match-any MARKING-voice-signaling

 match protocol sip

 match protocol h323

 match protocol skinny


policy-map MARK-TRAFFIC

 class MARKING-voice-traffic <————– Mark voice traffic

   set dscp ef

 MARKING-voice-signaling <————– Mark voice signaling traffic

   set dscp cs3

 MARKING-video-traffic    <————– Mark video traffic

   set dscp cs4


Interface GIG X/X

ip nbar protocol-discovery  <————– Enables NBAR

Service-policy input MARK-TRAFFIC  <————– Applies marking QOS policy


Troubleshooting Commands

Use the following commands to display configured policies and class-maps:

Show policy-map [policy-map-name]

Show class-map [class-map-name]


Use the following command to display installed policies:

Show policy-map interface brief


Use the following command to display statistics of QOS policy applied in interface GIG X/X

Show policy-map interface GIG X/X


To display the statistics gathered by the Network-Based Application Recognition (NBAR) Protocol Discovery feature, use the show ip nbar protocol-discovery privileged EXEC command.

Show ip nbar protocol-discovery

Show ip nbar protocol-discovery [interface interface-spec] [stats {byte-count | bit-rate  | packet-count}][{protocol protocol-name | top-n number}]



The Voice Man

Categories: CME, CUCM, Gateways, UCCX Tags: , , , ,

Does CAD and CSD work on Windows 7

October 18, 2011 Leave a comment

Hi All

Had a few questions lately surrounding support for the Cisco Agent Desktop and Cisco Supervisor Desktop running on a Windows 7 Workstation connecting through to a back-end UCCX 8.x environment.

Below is a link to the UCCX compatibility guide

Below is a screenshot example showing that for UCCX 8.5.1 Windows 7 is supported along with some other useful information about the UCCX compatibility.




The Voice Man

Creating and Assigning new Extension Numbers in CME

October 18, 2011 Leave a comment

Hi All

Below is a basic template and example for applying a new line or additional line to a current users phone within a Call Manager Express environment.

The main thing is to create the new directory number “ephone-dn” and then assign this directory number to a device “ephone”

Please make sure when creating a new directory number that it is currently not in use within the system.

Create New Directory Number

Template New Directory Number

ephone-dn X dual-line
number XXX secondary XXXX no-reg primary
description +61812345XXX

Example New Directory Number

ephone-dn 16 dual-line
number 678 secondary 5678 no-reg primary
description +61812345678

Assign Directory Number to Phone


ephone X
mac-address XXXX.XXXX.XXXX
button 1:X 2:X


ephone 15
mac-address ABCD.EFGH.1234
button 1:15 2:16

The above example shows that on ephone 15 the first button is configured to use directory number 15 (ephone-dn 15). The second button is configured to use the new directory number created above 2:16 (ephone-dn 16)


The Voice Man

Categories: CME Tags: , , ,