Thursday, 27 August 2009

Cisco CUCIMOC Features

In my last post I said I would go into detail on the features offered by CUCIMOC. I do not intend to compare these to the features offered by Remote Call Control (RCC)\Dual Forking as these features are documented in a number of places and are a standard within OCS.

CUCIMOC offers a number of features which are identical to that of RCC\Dual Forking, it appears that Cisco did not want to take away any of the Voice functionality, it looks like only one Voice Feature has been added which is Call Park a feature often used within businesses but is missing not only from RCC\Dual Forking but also from the Enterprise Voice side of OCS as well.

Before going into further detail on the Client Features, I just want to comment on the CUCM aspect.

When running in RCC mode CUCIMOC is controlling a Cisco IP Phone, this phone retains all of the functionality it would have through being used manually.

When running as a Softphone, CUCIMOC is registered as a Cisco Unified Client Services Framework (CSF) device; this is a Phone created on the CUCM in the same manor as an IP Phone would be.

I have not tested what features are available such as Call Recording, Boss Secretary Working, Busy Lamp etc but I would assume that most of this functionality would work.

So lets look at what the Client has to offer.

The client offers some of the features that you have come to expect from a Cisco Client, such as Server Status and Create Problem Report; these aid in the troubleshooting and when escalating faults to Cisco support. These are added to the tools menu within Communicator and can be seen below.

CUCIMOC Tools Menu

The one of greatest interest is the “Select Device for Communication Pane” this allows the user to select which device they wish to use. This is useful if a user has multiple phones assigned to their user profile. Users are able to select any phone which is assigned to their CUCM User Account, the Directory Numbers can differ.

CUCIMOC Device Select

One slight bug appears to be that the number is only shown if you select the device.

It should be noted that if using CUCIMOC as a Softphone, it will only register the device it is using, other devices will show as unregistered. Due to this, there is a delay when switching between Desk Phone mode and Softphone mode and vice-versa this is due to the device being registered/unregistered.

Taking a look at the CUCIMOC Communications Pane, there are a number of options:

CUCIMOC Feature Bar

  1. Contacts and Number, are “Dragged and Dropped” here to dial a number
  2. Used to call Voicemail, when there are no Voicemails this is option is greyed out
  3. Displayed the Conversation (Call) History
  4. Switches between Softphone and Desk Phone Mode
  5. Options
  6. Dial Pad

I will come back to dialling and the in call features later. Clicking on the Voicemail icon simply calls through to Voicemail.

The Conversation History brings up the window shown below.

CUCIMOC Conv History

Users are able to double click a previous call to redial or they can right click to display other numbers to call, they also have the option to send an Instant Message or view the Contact Card.

I have shown the contact card below, since it looks different to the Communicator one, unfortunately there is no way to dial from the contact card.

CUCIMOC Contact Card

Switch between devices is self explanatory, click and switch.

Moving on to the options, I have chosen to show these below as they are self explanatory.

CUCIMOC Options

When forwarding calls, the “Another of my phone numbers” provides a drop down box on selection to choose a number, and “Another contact or number” displays a Cisco version of the Contact List to either choose a contact or enter a phone number.

The final item in the Communications Pane is the dial pad, this allows user to place call by entering a number on the dial pad and selecting call, it can also be used for DTMF during a call, it is a nice addition and something that users often comment on as a missing feature from Communicator.

CUCIMOC Dial Pad

Moving on to look at placing a call and the features offered once the call has started, there are three ways to call a person, one is by right clicking a contact and clicking “Place a Call”, if the contact has multiple numbers it will always call the work number. The “Place a Call” option is added in by CUCIMOC.

CUCIMOC Place a Call

Another method of placing a call is to drag the contact on to the Dial icon in the Communication Pane.

CUCIMOC Dial Number

One thing to note is that the numbers for contacts are direct from an LDAP source, which each user is configured for, in my case this is Active Directory. This means that it does not use the contact numbers provided via Office Communicator. Due to this if a Federated Contact provides their contact numbers (Access Level Company and Higher) you will not be able to dial these contacts without manually entering their details.

Although users are able to call outlook contacts, by searching for a contact and either right clicking or by using drag and drop.

The final way of making a call is by escalating an Instant Message conversation to a Voice Call, this can either be a 2 Person Conversation or an IM Conference. This is performed through selecting the users at the top of the Instant Message window (multiple select via Ctrl) and then selecting “Place a Call”. Conferencing is handled as detailed later in this post.

IM to Call 

Before looking at the in call features, lets take a look at how an inbound call in handled. When a call is received a Toast is displayed providing the option to either answer the call or send it to voicemail. If the number is within the LDAP source it will resolve the Caller ID to a Name (I think this may also be for Outlook Contacts but not 100% sure).

CUCIMOC Incoming Call

One thing to note is that there is no way to choose were to answer the call like there is with RCC\Dual Forking. It is answered using the currently selected device. Initially I viewed this as a problem, until talking to someone who pointed out that you choose the device you want to use when you start working, only changing it when you change location.

When a call in answered a new window opens showing the in call options, this is shown below.

CUCIMOC In a Call

  1. End Call, Further in Call Options
  2. Start an IM with the Caller
  3. Place Call on\off Hold
  4. Mute Call (Softphone mode only)
  5. Adjust Speaker Volume (Softphone mode only)
  6. Dial Pad for DTMF etc.

Each of the above is self explanatory so we will move on to the other In Call Options, these are shown below:

CUCIMOC In a Call Options

Conference and Transfer function in away you would expect from Cisco telephony, starting with Conference.

The user has the option to add people to the call creating a conference, this is done by calling the additional participant, talking to them then adding them to the existing call. This differs from the OCS route of just dumping people into a conference. This sequence is shown below:

CUCIMOC Conference Step 0.5              Choose Person to Call

CUCIMOC Conference Step 1        Add Additional Person

CUCIMOC Conference Step 2       Join Person to Existing Call

CUCIMOC Conference Step 3png     Three way call

People can also be added to the conference through drag and drop, but this will call the default number, as detailed above.

Transferring is handled in a similar way, the user selects who to transfer to, talks to the person they have called and then has the option to transfer the call, this is commonly known as an announced transfer. This is a useful addition as OCS only has announced transfer for RCC and when using the Attendant Console.

The main transfer dialog is shown below, the dialog for choosing who to transfer to is the same as the conference one shown above.

CUCIMOC Transfer

There is the option to not transfer, by selecting the End Call button or to complete the transfer by clicking Complete Transfer.

One thing I have noticed is that you can switch between calls, by clicking the Hold button, the problem is though that on switching back you lose the Complete Transfer option. I have only tested this in Desk Phone mode, I am unsure if this is the same in Softphone mode.

The final item to look at is Call Park, this functions as you would expect on a CUCM, the call is parked on a Pilot Number, and presented to the user to pass on.

CUCIMOC Call Park

As you can see from above, it is parked on 5990.

That brings to an end the review of the CUCM features, it has gone on longer that I thought but hopefully it all makes sense and is of use. I may have missed out a feature or two, but hopefully I have covered all the important ones.

19 comments:

  1. Great article. I enjoy the blog. Thank you.

    I tried this and it worked out of the box and was really easy to configure. Unfortunately I run Windows 7 (RTM) on my laptop and I get an Audio error each time I try to make a call using the softphone.

    Works perfectly on Vista/XP so I guess I will have to wait!

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  2. I have not got around to testing Windows 7, all of my testing was on XP. Hopefully we will see an updated around October to fix it.

    Adam

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  3. What about setting up video calls? How does OCS compare to using Cisco (CUVA). Once CUCIMOC is installed it disables MS voice/video. What are the pros/cons to this?

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  4. Last time I installed CUCIMOC it did not force disable Communicator Voice and Video, Cisco recommend that you do this, but it should be your choice.

    So you should be able to continue to use the OCS Video features; the issues in doing that is there is a none Cisco Voice stream along with the Video resulting in something else to monitor etc.

    I have never used Video Advantage so cannot really comment the issue at the moment is the requirement to go into another application to set-up video calls. Hopefully in the next version of CUCIMOC they will integrate Video into the next release.

    Adam

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  5. Hi,

    how did you install out of the box, as far as I can see registry keys need to be input.

    What is the naming convention in CUCM for the device type.

    I have CUCIMOC 7.1(3) the latest and greatest.
    We are running CUCM 7.1(3)

    Kim

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  6. I set the registry keys through Group Policy, Cisco do provide a template that can be used.

    You can call the devices what you like; it is a dedicated device that is tied to the user profile.

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  7. Hi Adam,

    what did you set in group policy, I have used the .bat file and made some ldap entries, do these regsitry keys have to populated even if you are using the ldap connection through CUCM?

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  8. Does any1 know if the Windows 7 audio issue was fixed ?

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  9. Kim,

    LDAP is queried directly by the CUCIMOC client so it does need to be set.

    The other registry keys you need to set are around the CUCM IP addresses etc.

    I never used the BAT file I opted to use the Group Policy Template instead.

    Adam

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  10. Oddmar,

    It looks like the latest version was released on October 5th.

    It looks like it fixed a number of issues, but the requirments only specifiy XP and Vista for Operating Systems. I am assuming that Windows 7 is still not supported and probably will not be until the next major release.

    Adam

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  11. How do you disable the MOC softphone and video when using cucimoc?

    We are using R2 MOC client.

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  12. The easiest way would be to use the Group Policy Template which comes with communicator. Video and other elements can be disabled in there and pushed out to all the machines that need Video disabled.

    I believe the Cisco Docs mention this.

    Adam

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  13. Does anybody have a Server Status notification on cucimoc (bottom left)?

    On checking it I see that LDAP alert 'Status: Disconnected'.

    I see the correct LDAP server IP and port.

    Kim

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  14. Windows 7 Support is slated for CUCM 8.0

    http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_bulletin_c25-563280_ps556_Products_Bulletin.html

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  15. Hi Adam,
    very useful posts on RCC/CUCIMOC, thanks a lot.

    2 questions:
    - we have set up our CUCM7.0(1) with OCS07r2 in RCC, and not reusing CUPS but a third party software (TelServer). It's working great for deskphones, but it is absolutely not working for the Cisco IP communicator. It is configured in Skinny SCCP, has a user with CTI control rights, is CTI controllable... but can't work. Is there any known issues with this Cisco endpoint?

    - we are desperatly looking for the COP file to add the CUMIMOC: ccm cisco service framework. It is not in CUCM 7.0 list of available devices to add, and no COP file can be found. Any useful links?

    Thanks a lot
    Augustin

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  16. The COP file should be part of the CUCIMOC download, unfortunatly the download for me keeps failing so I am not able to confirm this.

    with regards to TelServer I have never used it so can not comment.

    Adam

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  17. Works great on Vista/XP . Thanks for the article.

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  18. A step by step article is a stress free instructions. It really works. Thank you.

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  19. I have read all the above and totally agree with your post. Nice and helpful information.
    Cisco Training

    ReplyDelete