Cisco CallManager Integration Guide
This guide will cover the integrations needed for Call Telemetry to work with Cisco CallManager.
Feature Requirements
Cisco CallManager AXL, RIS, and CTI are used in many features, and are generally required for Call Telemetry to work with Cisco CallManager.
AXL, RIS, and CTI are used in the following features:
- Missed Call Alerts
- IP Phone Inventory and Reports
- Remote Control of Cisco IP Phones
- Automatic provisioning of Call Policies
- Jabber User Portal
- IP Phone XML Portal
- IP Phone Discovery App
Step 1 - Adding a Cisco Callmanager Cluster
Click on the sidebar Settings -> Callmanager menu. click Add Callmanager Cluster.
CUCM Integration User Requirements
Many customers configure a single application user for the integration, and assign it all the roles below.
Cisco AXL Integration
AXL will download the configuration data from Cisco for IP Phone discovery data Announcements, and End User data.
The Cisco AXL Service Account needs the following roles:
- Standard API AXL Access
AXL Timeout
If you have at or above 20,000 phones, or your appliance is not directly on the same network as the Callmanager, you may need to increase the AXL timeout. The default is 30 seconds, and this is usually enough for most clusters - even 30,000+ clusters. You can want to increase that further if you experience AXL Timeouts seen on the IP Phone Dashboard page
Testing AXL Integration
After you have entered your AXL credentials, click the Test button to verify the AXL integration is working.
RIS Integration
RIS Integration is used for operational data from Cisco for IP Phone discovery and the dashboard tools like Remote Control.
The Cisco Callmanager RIS Service Account needs the following roles:
- Standard CCM Admin Role (Read Only)
- Standard Server Monitoring Role (Read Only)
::: tip The default RIS polling configuration is recommended for installs under 20,000 phones. :::
Configuring the CTI Application User
The CTI Application User enables Phone Remote Control, JTAPI Greeting Injection, and device monitoring. It is not required for Policies, Call Blocking, or Call Reporting.
From within Cisco Callmanager, navigate to User Management > Application User and create a dedicated user (e.g., ct-jtapi-user). Assign the following roles under Permissions Information > Add to Access Control Group:
Required Roles
| Role | Purpose |
|---|---|
| Standard CTI Enabled | Basic CTI functionality — required for all CTI operations |
| Standard CTI Allow Control of Phones supporting Connected Xfer and conf | Control desk phones for remote operations and call bridging |
| Standard CTI Allow Control of Phones supporting Rollover Mode | Control phones with rollover capabilities |
Recommended Roles
| Role | Purpose |
|---|---|
| Standard CTI Allow Call Monitoring | Monitor call states on devices |
Device Association
Phones must be in the Application User's Controlled Devices list for remote control. Edit the user, click Device Association under Device Information, and add the phones you want to manage.
Call Telemetry (Essentials license and higher) can add an eligible phone to the Application User's Controlled Devices when Remote Control requires device authorization. This is phone association for Remote Control, not general CTI recovery.
CTI ports for greeting injection are provisioned and associated automatically by Call Telemetry — no manual device association needed.
Step 2 - Verify the Integration
After you have entered your credentials, click the Test button on each integration service to verify - AXL, RIS, and optionally CTI Helper.
If you want to test remote control with Cisco IP Phones, there are 2 steps:
- Associate the phone with your CUCM application user. With Essentials or higher, Call Telemetry can attempt this automatically when you provide a read-write AXL user.
- On this Callmanager setup page, for remote control testing, enter a Cisco IP Phone address and click test to query a screenshot of the phone for testing.
Troubleshooting CTI Remote Control
0.8.5 added a CTI User Audit Wizard to help you troubleshoot common CTI User issues.
The wizard will check the following common issues:
- CTI User exists
- CTI User has correct roles
- CTI User is associated to devices
- CTI User can control associated devices
- CTI User can poll phones via RIS
- CTI User can take screenshots from phones
Example of Successful AXL, RIS, and CTI Remote Control Test
