Transcript CTI Remote Device - Solution Partner Program

Unified Communications Manager
TAPI Interface
Update for releases 8.6(x) & 9.0(1)
George Gary, Product Manager
David Staudt, Developer Services Engineer
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Required GAAP Reconciliation
and Forward-Looking Statements
The Cisco products, service or features identified in
this document may not yet be available or may not be
available in all areas and may be subject to change
without notice. Consult your local Cisco business
contact for information on the products or services
available in your area. You can find additional
information via Cisco’s World Wide Web server at
http://www.cisco.com. Actual performance and
environmental costs of Cisco products will vary
depending on individual customer configurations and
conditions.
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New Cisco TAPI features
Unified CM 8.6(2)
 Cisco application support for CTI and JTAPI over
WAN topologies
Unified CM 9.0(1)
 User-based Selective Recording
 Native Call Queuing
 Hunt List Connected Party
 Cisco Extend & Connect
 Directory URI Dialing
 Cius Session Persistency
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Cisco CTI over WAN
Test cases, Calculations, & Topologies
Supported in release Unified CM 8.6(2)
Testing completed 12/2011
Supported in 8.6(2), but not documented in 8.6(x) release notes
Included in document plan for 9.0(1)
CTI Application Owners
Disclaimer
 Cisco has completed testing to support CTI Manager and CTI client
(J/TAPI) over the WAN topologies beginning with Unified CM 8.6(2).
 Tolerance for WAN topologies vary by application.
 CTI Application Owners and Vendors must test and validate
Initialization, Failover, and Failback over WAN scenarios to ensure
proper application operation.
 Application owners must provide guidance as to:
1. CTI and J/TAPI over WAN topologies supported
2. Network bandwidth required
3. Initialization, failover, failback performance recovery times
 Application specific requirements should be added to the
performance results provided by Cisco to determine total expected
application performance
 Open a case with Cisco Developer Services if additional information
or assistance is needed
http://developer.cisco.com/web/devservices
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Over the WAN Topology
Test Cases
CTI over the WAN
SITE 1
J/TAPI
CTI
Subscriber
Application running CTIM
80ms RTT
Max Delay
SIP/SCCP
Subscriber
running CCM
SITE 2
CTI controlled
device
J/TAPI over the WAN
SITE 1
J/TAPI
CTI
Application
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SIP/SCCP
80ms RTT
Max Delay
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Subscriber
running
CTIM + CCM
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SITE 2
CTI controlled
device
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CTI over WAN Test Case & Details
Topology:
 Site 1: CTI Application and Subscriber node running CTIMgr
 Site 2: Subscriber node with associated devices
 Network latency: 80ms maximum delay between sites (round-trip)
 Test case: 10,000 devices, 5 lines/device, device BHCA 6, using 7845-H3/I3 (1 node)
 CTI Bandwidth Calculation
CTI devices originating and/or terminating calls
Unified CM 8.5(x) (or earlier): Total BW (Mbps) for CTI = (Total BHCA)/10,000*1.25
Unified CM 8.6(2) (or later):
Total BW (Mbps) for CTI = (Total BHCA)/10,000)*0.53
Does not include ICC traffic or per call bandwidth
Refer to the Unified Communications Deployment Models chapter in the 8.x SRND – Cluster
Over WAN section for guidance on calculating both ICCS Bandwidth and Per Call Bandwidth
based on codec.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/srnd/8x/models.html
MANDATORY CONSIDERATIONS:
 Application owners must test and validate Initialization, Failover, and Failback
scenarios to ensure proper application operation
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CTI over WAN – Initialization & Failover time
 1 Node: 10,000 devices, 5 lines/device, device BHCA 6, 7845-H3/I3
Roundtrip WAN delay
(RTT)
0 ms
40 ms
80 ms
CTI over WAN
Total initialization time
00:04:25
00:04:38
00:04:50
 CTI messages exchanged during initialization
1 message always required: DeviceLineFetch (local messaging)
3 messages per Device:
OpenRequest, OpenResponse, InService (2 of 3 msgs are over WAN)
3 messages per Line per Device:
OpenRequest, OpenResponse, InService (2 of 3 msgs are over WAN)
 Time per message exchange based on WAN delay
10,000 DeviceLineInfoFetch + (3 * 10,000 device msgs) + (3 * 50,000 line msgs) =
190,000 messages
0 ms WAN delay = 4:25 (265,000 ms/ 190,000) = 1.40ms/message
40 ms WAN delay = 4:51 (291,000 ms/ 190,000) = 1.53ms/message
80 ms WAN delay = 6:04 (364,000 ms/ 190,000) = 1.92ms/message
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CTI over WAN – Calculating Initialization Time
Customer with 10,000 devices, 2 lines each
Determine total number of messages exchanged
 CTI messages exchanged during initialization
10,000 mandatory devices + 3 * 10,000 device msgs +
3 * 20,000 lines msgs = 100,000 messages
Calculate expected total initialization time
 0 WAN delay = 2 min 20 sec total initialization time
100,000 messages * 1.40 ms/msg = 140,000 ms or 2:20
 40 WAN delay = 2 min 33 sec total initialization time
100,000 messages * 1.53ms/msg = 153,000 ms or 2:33
 80 WAN delay = 3 min 12 sec total initialization time
100,000 messages * 1.92ms/msg = 192,000 ms or 3:12
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J/TAPI over WAN Test Case & Details
Topology:
 Site 1: CTI Application
 Site 2: Subscriber node running CTIMgr with associated devices
 Network latency: 80ms maximum delay between sites (round-trip)
 Test case: 10,000 devices, 5 lines/device, device BHCA 6, using 7845-H3/I3 (1 node)
 CTI Bandwidth Calculation
CTI devices originating and/or terminating calls
Unified CM 8.5(x) (or earlier): Not available
Unified CM 8.6(2) (or later):
Total BW (Mbps) for CTI = (Total BHCA/10,000)*0.28
Does not include ICC traffic or per call bandwidth
Refer to the Unified Communications Deployment Models chapter in the 8.x SRND – Cluster
Over WAN section for guidance on calculating both ICCS Bandwidth and Per Call Bandwidth
based on codec.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/srnd/8x/models.html
MANDATORY CONSIDERATIONS:
 Application owners must test and validate Initialization, Failover, and Failback
scenarios to ensure proper application operation
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J/TAPI over WAN – Initialization & Failover time
 1 Node: 10,000 devices, 5 lines/device, device BHCA 6, 7845-H3/I3
Roundtrip WAN delay
(RTT)
0 ms
40 ms
80 ms
J/TAPI over WAN
Total initialization time
00:04:55
00:58:47
01:51:00
 CTI messages exchanged during initialization
1 message always required: DeviceLineFetch (1 msg over WAN)
3 messages per Device:
OpenRequest, OpenResponse, InService (3 of 3 msgs over WAN)
3 messages per Line per Device:
OpenRequest, OpenResponse, InService (3 of 3 msgs over WAN)
 Time per message exchange based on WAN delay
10,000 DeviceLineInfoFetch + (3 * 10,000 device msgs) + (3 * 50,000 line msgs) =
190,000 messages
0 ms WAN delay = 4:55 (295,000 ms/190,000) = 1.55ms/message
40 ms WAN delay = 58:47 (3,527,000 ms/190,000) = 18.56ms/message
80 ms WAN delay = 1:51:00 (6,660,000 ms/190,000) = 35.05ms/message
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J/TAPI over WAN
Calculating Initialization Time
Customer with 10,000 devices, 2 lines each
Determine total number of messages exchanged
 CTI messages exchanged during initialization
10,000 mandatory devices + 3 * 10,000 device msgs +
3 * 20,000 lines msgs = 100,000 messages
Calculate expected total initialization time
 0 WAN delay = 2 min 35 sec total initialization time
100,000 messages * 1.55 ms/msg = 155,000 or 2:35
 40 WAN delay = 30 min 56 sec total initialization time
100,000 messages * 18.56 ms/msg = 1,856,000 or 30:56
 80 WAN delay = 58 min 25 sec total initialization time
100,000 messages * 35.05 ms/msg = 3,505,000 or 58:25
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TAPI Enhancements
Unified CM 9.0(1)
User-based Selective Recording
User-based Selective Recording
What does it do?
 Enables the End-User to
record the ‘Active’ call on
their own device
 Provides visual display
message indicating when a
recording session has
started
 Button toggles to start/stop
recording
 Available as new Softkey
and Programmable Line Key
(based on device model)
 Works with Cisco
MediaSense and 3rd-party
recording solutions
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User-based Selective Recording
 Applications can specify recording session type
‘silent’ or ‘user’ upon invocation
 TAPI application should negotiate new Extension
Version - 0x000C0000 to use this feature
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User-based Selective Recording
Backward compatibility
 Works with existing call recording options and
events
 Applications will compile and run with existing API
calls and enumeration values
 Invocating recording without specifying recording
session type will default to silent recording (existing
behavior)
 Existing constants can still be used, but they have
been deprecated starting with release 9.0(1).
Applications are encouraged to update their code to
use the new constants
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Selective Recording Interface Changes
 Unified CM Line recording configuration is exposed
to TAPI applications in the devSpecific portion of
the LINEDEVCAPS structure as follows:
enum RecordingConfigurationType {
RecordingConfigurationType_NoRecording
= 0,
RecordingConfigurationType_AutomaticRecording = 1,
RecordingConfigurationType_SelectiveRecording = 2
};
 The new RecordingConfigurationType replaces
the existing recordType
 recordType enumeration can still be used for
backward compatibility
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Selective Recording Interface Changes
 A new “Recording Invocation Type” parameter is
added to methods:
CCiscoLineDevSpecificStartCallRecording() and
CCiscoLineDevSpecificStopCallRecording()
 Valid parameter values are defined as:
enum RecordingInvocationType {
RecordingInvocationType_SilentRecording = 1,
RecordingInvocationType_UserControlledRecording = 2
};
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Selective Recording Interface Changes
 “Call Attribute Type” which is exposed to
applications in devSpecific portion of TAPI
LINECALLINFO structure is extended with the
following new values:
enum CallAttributeType {
...
CallAttribute_Recorded_Automatic ,
CallAttribute_Recorded_AppInitiatedSilent,
CallAttribute_Recorded_UserInitiatedFromApp,
CallAttribute_Recorded_UserInitiatedFromDevice
};
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Selective Recording Interface Changes
 New error codes:
LINEERR_RECORDING_INVOCATION_TYPE_NOT_MATCHING
LINEERR_RECORDING_CONFIG_NOT_MATCHING
LINEERR_NO_RECORDING_SESSION
LINEERR_RECORDING_SESSION_INACTIVE
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Native Call Queuing
Native Call Queuing
 Hold hunt pilot callers
while they wait for an
employee to become
available
 Play Announcements &
Music in Queue
“Thank you for calling”
“Please hold a moment”
“Your call will be answered in the
order in which it was received”
 Longest call waiting
distribution
 View queue information
on Cisco IP Phones
 Enhanced call detail
records and monitoring
tools
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Subscriber
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Native Call Queuing
 Cisco TSP exposes new extended call reasons CallQueueing (0x2D) and CallDeQueueing
(0x2E) in the devSpecific portion of the TAPI
LINECALLINFO structure
 CallQueueing reason is reported on the calling
party when call is queued
 CallDeQueueing reason is reported when call is dequeued and offered to a hunt group member
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Native Call Queuing
 When call is queued the ConnectedHuntPilotDN
information is not shown for the calling party
 ConnectedHuntPilotDN is updated when the call is
de-queued and answered (connected state) by the
hunt group member.
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Hunt List Connected Party
Hunt List Connected Party
 New service parameter available in Unified CM 9.0
toggles the Called Party (Connected Address)
information from Hunt Pilot DN to Hunt Member DN
 New Service Parameter: “Display Line Group
Member DN as Connected Party” is found under
Hunt Pilot Configuration
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Hunt List Connected Party
Feature Details
 With the service parameter enabled the
ModifiedConnectedParty field in the devSpecific
portion of TAPI LINECALLINFO structure will
indicate the hunt group member (DN) who
answered the call
 With the service parameter disabled the field will
indicate the hunt pilot number (DN)
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Cisco Extend & Connect
Cisco Extend & Connect
 Enables the User to work from any location on any
device
 PSTN phones (Home/Hotel)
 3rd party PBX devices
 Enterprise numbers can be configured with remote
destinations which represent phones (Home, Hotel,
Mobile, or 3rd-party devices)
 Works with Jabber/CSF and new CTI Remote
Device types
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Cisco Extend & Connect – Overview
Unified
CM
CTI Manager
Enterprise DN: 8000
Jabber or
3rd-party
CTI client
CTI Remote Device /
Jabber/CSF device in
Extend mode
Office Phone
8000
PSTN
Cisco User
Home Phone
6265558244
PBX Phone
9495551202
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Remote
Destination 1:
6265558244
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Remote
Destination 2:
9495551202
3rd Party
PBX
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Jabber Call Modes
 Remote Desktop – Jabber controls Cisco IP
Devices
 Softphone – Jabber terminates media on PC
 Extend (New) – Jabber extends call to the ‘Active’
remote destination
Home, Hotel, 3rd-party device, mobile devices, literally any
device with a reachable number
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Jabber Extend Mode
 Remote Destinations represent off-cluster devices and are configured
via Unified CM, AXL, BAT, UDS, and/or CTI interfaces
 When Jabber Extend mode is selected, the User specifies their
preferred number where they desire to receive inbound and place
outbound calls
The preferred number is configured as a Remote Destination and set as
‘Active’ by the Jabber client
 Incoming calls are routed to the ‘Active’ remote destination
 Dial via Office (outbound calls) are first routed to the ‘Active’ remote
destination, then redirected to the desired number
 The Remote Destination is marked ‘Inactive’ when the User logs out
or the client is shutdown
 Mid-call features are supported using the Jabber client
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Enabling CTI Remote Devices
 New CTI Remote Device type configurable in
Unified CM for use with 3rd-party CTI desktop
clients
 Up to 5 enterprise DNs can be assigned to the
device
 Up to 10 remote destinations can be associated
(default maximum is 4)
Applications can programmatically add or remove remote
destinations through CTI, UDS, or AXL interfaces
 CTI Remote Devices are added to User’s controlled
device list for CTI control and monitoring
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CTI Remote Device support
Requirements
 Remote Destinations represent off-cluster devices and
are configured via Unified CM, AXL, BAT, UDS, and/or
CTI interfaces
 Pre-configured remote destinations in Unified CM can
be retrieved via CTI
 Adding Remote Destination management to the CTI
client is optional
 The CTI client must support the ability to set a Remote
Destination as ‘Active’/’Inactive’
 Incoming calls are routed to the ‘Active’ remote
destination
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CTI Remote Device support
Requirements
 Dial via Office (outbound calls) are first routed to the
‘Active’ remote destination, then redirected to the
desired number
 Media events for the DVO call to the remote destination
are not supported
 The Remote Destination is automatically marked
‘Inactive’ when the client is shutdown
 The client should set the remote destination to ‘Inactive’
during a logout event
 Mid-call features are supported using existing CTI
interfaces
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Cisco Extend & Connect
Supported features
 Receive Incoming enterprise calls
 MakeCall (DVO-Reverse)
 Disconnect
 Hold/Retrieve
 Redirect/Forward
 Call Forward All
 Do Not Disturb
 Transfer/Conference
 Add/Remove/Update Remote Destinations
 Set Remote Destination as ‘Active’/’Inactive’
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Remote Destination Management
 Remote Destinations can be configured via Unified
CM web administration or CTI application
 Cisco TSP exposes new methods to add, update
and remove a remote destination
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Remote Destination Management
Add a Remote Destination
class CciscoLineDevSpecificAddRemoteDestination: public
CCiscoLineDevSpecific
{
public:
CciscoLineDevSpecificAddRemoteDestination() :
CCiscoLineDevSpecific(SLDST_ADD_REMOTE_DESTINATION)
{}
virtual ~ CciscoLineDevSpecificAddRemoteDestination(
{}
char
m_RDNumber [MAX_CTI_LINE_DIR_SIZE];
wchar_t
m_UnicodeRDName[MAX_CTI_RD_UNICODE_DISPLAY_STRING];
DWORD m_ActiveRD;
virtual DWORD dwSize(void) const {
return sizeof(*this) - sizeof(void*);
} // subtract out the virtual function table pointer
};
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Remote Destination Management
Update a Remote Destination
class CciscoLineDevSpecificUpdateRemoteDestination: public
CCiscoLineDevSpecific
{
public:
CciscoLineDevSpecificUpdateRemoteDestination() :
CCiscoLineDevSpecifi(SLDST_UPDATE_REMOTE_DESTINATION)
{}
virtual ~ CciscoLineDevSpecificUpdateRemoteDestination()
{}
char
m_RDNumber [MAX_CTI_LINE_DIR_SIZE];
wchar_t m_UnicodeRDNam[MAX_CTI_RD_UNICODE_DISPLAY_STRING];
char
m_NewRDNumber [MAX_CTI_LINE_DIR_SIZE];
DWORD m_ActiveRD;
virtual DWORD dwSize(void) const {
return sizeof(*this) - sizeof(void*);
} // subtract out the virtual function table pointer
};
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Remote Destination Management
Remove a Remote Destination
class CciscoLineDevSpecificRemoveRemoteDestination: public
CCiscoLineDevSpecific
{
public:
CciscoLineDevSpecificRemoveRemoteDestination() :
CCiscoLineDevSpecific(SLDST_REMOVE_REMOTE_DESTINATION
{}
virtual ~ CciscoLineDevSpecificRemoveRemoteDestination()
{}
char
m_RDNumber [MAX_CTI_LINE_DIR_SIZE];
virtual DWORD dwSize(void) const {
return sizeof(*this) - sizeof(void*);
} // subtract out the virtual function table pointer
};
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Active/Inactive Remote Destination
 CTI client must specify one of the configured
Remote Destinations as “active” to initiate DVO
calls
 Only one remote destination can be set as “active”
at any given time.
 If a remote destination is active, incoming calls will
only be extended to that remote destination and not
to other configured remote destinations.
 TAPI application can set Remote Destination as
“active” or “inactive” when Remote Destination is
added or updated:
CciscoLineDevSpecificUpdateAddDestination
CciscoLineDevSpecificUpdateRemoteDestination
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Active/Inactive Remote Destination
 ‘Active’ remote destination is automatically
deactivated when the application is shutdown
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TSP Support for CTI Remote Device
 In order to use CTI Remote Devices TAPI application
should negotiate new Extension Version - 0x000C0000
 Cisco TSP will enumerate and expose TAPI Lines for CTI
Remote Device
 New “Line Type” is added and exposed in devSpecific
portion of TAPI LINEDEVCAPS structure to identify lines
on Remote Device:
LINEDEVCAPSDEVSPECIFIC_REMOTEDEVICE (0x00000008)
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TSP Support for CTI Remote Device
 The devSpecific portion of TAPI LINEDEVCAPS is
extended as follows:
typedef struct Cisco_LineDevCaps_Ext000C0000 {
DWORD DeviceProtocolType;
DWORD RemoteDestinationOffset; //Array of Remote
Destinations
DWORD RemoteDestinationSize;
DWORD RemoteDestinationCount;
DWORD RemoteDestinationElementFixedSize;
DWORD IsMyAppLastToSetActiveRD;
} CISCO_LINEDEVCAPS_EXT000C0000;
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TSP Support for CTI Remote Device
 DeviceProtocolType can be one of the following:
enum DeviceProtocolType {
DeviceProtocolType_None = 0,
DeviceProtocolType_SCCP = 1,
DeviceProtocolType_SIP
= 2,
DeviceProtocolType_CTI_REMOTE_DEVICE = 3
};
 Remote Destinations are exposed as array of
RemoteDestination structures:
typedef struct RemoteDestination {
DWORD unicodeRDNameOffset;
DWORD unicodeRDNameSize;
DWORD RDNumberOffset;
DWORD RDNumberSize;
DWORD isActiveRD;
} RemoteDestination;
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TSP Support for CTI Remote Device
 IsMyAppLastToSetActiveRD is applicable only when
there is an active Remote Destination
 It has to be set to 0x01 by an application when one of its
Remote Destinations is active and the application owns it.
Otherwise it should be set to 0x00.
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TSP Support for CTI Remote Device
 “Property Changed Type” which is used in
LINE_DEVSPECIFIC events to indicate what
property has changed is extended with the following
new values:
enum CiscoLinePropertyChangedType {
...
LPCT_REMOTE_DESTINATION_INFO = 0x00004000,
LPCT_DEVICE_PROTOCOL_TYPE
= 0x00008000
};
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CTI Remote Device – Incoming Call
 Like on all other devices, call and call events are reported
using existing LINE_NEWCALL and LINE_CALLSTATE
TAPI events
 Call is offered on both EP Line and Remote Device (CTI
RD and EP “Enterprise Device” are shared lines)
 If there is an active Remote Destination (isActiveRD flag is
set to 0x01) call will be offered to that destination only
 If there is no active Remote Destination (all isActiveRD
flags are set to 0x00) call will be offered to all Remote
Destinations
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CTI Remote Device – DVO Call
 DVO (Dial via Office) feature enables the User to make
outgoing calls from the ‘Active’ Remote Destination
configured on the CTI Remote Device
 TAPI application has to use lineMakeCall() API to initiate
DVO call from CTI Remote Device
 DVO call can be initiated from CTI Remote Device only
when there is an ‘active’ Remote Destination set
 When an active Remote Destination is set, ‘isActiveRD’ flag
is set to 0x01
 If an ‘active’ Remote Destination is not set, all ‘isActiveRD’
flags are set to 0x00. Incoming calls are then offered to all
Remote Destinations.
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CTI Remote Device – DVO Call
 CallAttributeBits enumeration which is exposed to
applications in devSpecific portion of TAPI LINECALLINFO
structure is extended with a new value to indicate DVO
calls:
typedef enum {
...
TSPCallAttribute_DVOCall
} CallAttributeBits;
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0x00002000
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Directory URI Dialing
Directory URI Dialing
Single Cluster & Shared Lines
1
2
[email protected]
Ext 35101
dials [email protected]
UCM Cluster 1
route: sjc.cisco.com
3
[email protected], 35101
[email protected], 35123
Shared
Line
4
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54
Directory URI Dialing
 Applications can now pass a Directory URI as the
dialing string in the following APIs:
lineMakeCall()
lineRedirect()
lineSetupConference()
lineSetupTransfer()
lineUnpark()
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Cius Session Persistency
Cius Session Persistency
 Cius devices can dynamically change IP addresses
while remaining registered to Unified CM
Examples include: Roaming between different Wifi/3G/4G
networks and docking/undocking
 CTI applications interoperating with Cius devices
need a new way to be advised about Cius dynamic
IP address changes
10.10.10.254
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Cius Session Persistency
 Whenever the IP address of a device changes
dynamically TAPI applications which control the device
will be notified
 In order to receive IP address change notifications
TAPI Application should negotiate Extension Version 0x00090001 or higher
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Cius Session Persistency
 On a device IP address change TAPI application
receives PHONE_DEVSPECIFIC event as follows:
param1 = PDSMT_PHONE_PROPERTY_CHANGED_EVENT
param2 = PPCT_DEVICE_IPADDRESS
 Changed IP Address and IP Addressing Mode (IPv4,
IPv6) are exposed to applications in the devSpecific
portion of the TAPI PHONEDEVCAPS structure
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Cius Session Persistency
 On a device IP address change for each line on that
device TAPI application receives LINE_DEVSPECIFIC
event as follows:
param1 = SLDSMT_LINE_PROPERTY_CHANGED
param2 = LPCT_DEVICE_IPADDRESS
 Changed IP Address and IP Addressing Mode (IPv4,
IPv6) are exposed to applications in the devSpecific
portion of the TAPI LINEDEVCAPS structure
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Cisco TSP on the web
 Developer guides, sample applications, and forum
support are available on the Cisco Developer
Network
 http://developer.cisco.com/web/tapi/home
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Q&A
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Thank you.
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