Cisco CallManager
Encyclopedia
Cisco Unified Communications Manager (CUCM), formerly Cisco Unified CallManager and Cisco CallManager (CCM), is a software-based call-processing system developed by Cisco Systems
. CUCM tracks all active VoIP network components; these include phones, gateways, conference bridges, transcoding resources, and voicemail boxes among others. CallManager often utilizes the Skinny Client Control Protocol
(SCCP) as a communications protocol for signaling the hardware endpoints of the system, such as IP Phones. H.323
, Media Gateway Control Protocol (MGCP) or Session Initiation Protocol
(SIP) is used to pass call signaling to gateways.
The following features and enhancements were introduced in version 3.1.
Some new features and enhancements added during this release were:
This version (as well as all Windows 2000-based versions of CallManager (4.0, 4.1 and 4.2) are End of Life (announcement was made November 15, 2007, with an End of Sale date of May, 2008)).
(MLPP) and Malicious Call Identification (MCID). CallManager 4.1 also enhances the encryption capabilities first introduced in CallManager 4.0. When using Cisco Phones 7940/7960/7970 or 7971 it is now possible to encrypt signaling as well as voice traffic itself.
Cisco Unified CallManager 4.2 runs on Windows 2000 and includes new PABX features over 4.1(3) (namely logging into hunt groups and call-forward on no coverage (so, if you forward a line to a hunt group, and the hunt group is unavailable or busy, you can forward calls somewhere else); Also introduced was Call Forward Unregistered, so that if you called a remote site, but the WAN link was down, you could automatically forward that call to the PSTN. This version does not include SIP end-point support.
(SIP) to IP end-points; apart from the addition of SIP it is feature compatible with CallManager 4.1(3). CallManager 5.0 servers are being sold as pre-installed appliances. Cisco Unified CallManager 5.0 can also be installed on compatible MCS servers and Cisco approved HP and IBM servers. Users of CallManager 4.x can upgrade to Unified CallManager 5.0 and keep their current Databases by having another server on the LAN with a shared drive available during the upgrade process. New database being used is IBM Informix. Unified CallManager 5.0 comes with an introduction of a new licensing structure that is based on device-weights. A license file must be acquired and installed before any services can be activated. Operating System access is restricted to some commands. Root access is generated via remote account by Cisco TAC or Business Unit.
. The released version of Unified Communications Manager will not support the Windows platform.
This version added an intercom feature between endpoints (station-to-station only), and integrated Mobility Manager (single number reach to multiple destinations, IP Phone, Cell Phone, etc.).
This version utilizes a slightly different licensing model from that found in 5.X. First off, CUCM 6.0 requires service licenses (for Communications Manager, etc.) and comes with a 'starter' license for a single node and 50 device weights (about 10 phones), and will install natively on VMWare for lab purposes; in addition it requires a 'feature license' to activate the CallManager feature.
NOTE: Upgrades to Communications Manager 6.X from Communications Manager 5.X require the acquisition of a new license; proceeding with the upgrade without acquiring this license will result in a non-functional system.
Also released was Cisco Unified Communications Manager Business Edition (CUCMBE, aka Cucumber), which places Cisco Unified Communications Manager 6.0 and Cisco Unity Connections 2.0 (Voicemail) on the same server (an MCS 7828 with dual 250GB hard drives and 6GB of RAM).
Version 6.1 was released in January 2008 and contained bug fixes.
The database will be standardized using IBM Informix (Microsoft SQL will not appear in any version after 4.3).
Version 7 is an attempt to bring all Cisco Unified Communications products to the same version number (CUCM, CUPS, CER, CUPC, Cisco IP Communicator
, UCCX, etc.)
Direct upgrade is available from 8.0(2b),8.0(2a),8.0(2),8.0(1),7.1(3),7.1(2),7.0(2),7.0(1),6.1(5),6.1(4),6.1(3),6.1(2) versions.
Its license is almost same as CCUM 6.0 ( for more Information refer to http://www.ciscosystems.com/en/US/docs/voice_ip_comm/cucm/admin/8_0_2/ccmfeat/fslicense.html )
Cisco Unified Communications Manager 8.6 is an enterprise-class IP communications processing system for up to 40,000 users, extensible to 80,000 users by way of a megacluster.
CUCM 8.X supports virtualization along with the other Cisco Unified Communications Products (CUCCX, CUPS, CUC, etc.).
All Versions of Cisco Unified Communications Manager later than 7.1.3 release support Microsoft Windows Internet Explorer 8.
Most of the Clients (IP Communicator) are also supported on Windows 7 (32 bit) with Cisco Unified Communications Manager 8.X Releases.
The Cisco CallManager is installed on either a Cisco Media Convergence Server
(MCS) or Cisco approved server.
Typically, a CCM cluster can manage up to 30,000 IP Phones using 20 Servers which incorporates a publisher, two TFTP servers, 8 Subscribers (four primary and four secondary) and up to nine media resource servers.
The Cisco Unified Communications Manager "Supercluster" can manage up to 60,000 phone numbers, and incorporates a publisher, two TFTP servers, 16 Subscribers (eight primary and eight secondary) and up to nine media resource servers.
. The Bulk Administration Tool (BAT) is available for large imports, exports and changes. In addition to an administrative web access each user may also make changes to the telephony features. As an alternative to using the CUCM web interface, administrators can use Cisco's Unified Communications Management Suite (UCMS) to both provision and provide monitoring/service assurance management. This Cisco management suite consists of Cisco Unified Provisioning Manager
, Cisco Unified Operations Manager, Cisco Unified Service Monitor and Cisco Service Statistics Manager.
Access to the Linux operating system (root access) and the database is no longer available from CUCM version 5.x and higher. The more recent CUCMs only offer a command line interface (CLI) with a limited command set for troubleshooting, including queries regarding system information or database information. The root access is reserved for the technical support from Cisco (TAC).
Provisioning
systems, including TiM (Telephone Interface Communications Manager) simplify the management of the Cisco Unified Communications Manager (CUCM). These programs facilitate and automate repetitive tasks and consequently relieve the IT department. Furthermore, provisioning systems not only increase the efficiency of the CUCM, but also add new features. With the support of TiM the CUCM is expanded by:
(SCCP) and Session Initiation Protocol
(SIP). Call Manager Express also provides a rich set of traditional PSTN connectivity options using both digital and analog lines.
For advanced customers, CUCME also provides integrations with TAPI clients, has a basic Automatic call distribution application, provides an integrated Auto Attendant, Voicemail and Interactive voice response systems.
There have been very few that have attempted to provide comprehensive reporting for Cisco UCME. The logs are complex and voluminous. RSI was the first to offer Shadow CMS for communication management.
More information on CUCME can be found on the external Cisco Support Wiki - Cisco CME Support Wiki
Cisco Systems
Cisco Systems, Inc. is an American multinational corporation headquartered in San Jose, California, United States, that designs and sells consumer electronics, networking, voice, and communications technology and services. Cisco has more than 70,000 employees and annual revenue of US$...
. CUCM tracks all active VoIP network components; these include phones, gateways, conference bridges, transcoding resources, and voicemail boxes among others. CallManager often utilizes the Skinny Client Control Protocol
Skinny Client Control Protocol
The Skinny Call Control Protocol is a proprietary network terminal control protocol originally developed by Selsius Systems....
(SCCP) as a communications protocol for signaling the hardware endpoints of the system, such as IP Phones. H.323
H.323
H.323 is a recommendation from the ITU Telecommunication Standardization Sector that defines the protocols to provide audio-visual communication sessions on any packet network...
, Media Gateway Control Protocol (MGCP) or Session Initiation Protocol
Session Initiation Protocol
The Session Initiation Protocol is an IETF-defined signaling protocol widely used for controlling communication sessions such as voice and video calls over Internet Protocol . The protocol can be used for creating, modifying and terminating two-party or multiparty sessions...
(SIP) is used to pass call signaling to gateways.
1997 Selsius-CallManager 1.0
In 1997, it was renamed Selsius-CallManager and changed from a video conferencing solution to a system designed to route voice calls over an IP network. It was during this time that support for the Skinny Client Control Protocol (SCCP) and Skinny Gateway Control Protocol (SGCP) were added.1998 Selsius-CallManager 2.0
By 1998 Selsius-CallManager 2.0 had been released. Selsius Systems was later that year acquired by Cisco Systems, Inc.2000 Cisco CallManager 3.0
CallManager underwent a large design and engineering effort to enable scalability and redundancy to the software. Clustering was introduced at this time and MGCP support was added.2001 Cisco CallManager 3.1
This CallManager release was built off of the 3.0 release. This version supported more gateway devices, IP phone devices and added more enhancements and features.The following features and enhancements were introduced in version 3.1.
- Music on hold (MOH)
- Support for digital interfaces on [MGCP] gateways
- Added support for XML and HTML applications in Cisco IP Phones
- Extension mobility
- Call preservation between IP phones and MGCP gateways
- TAPITelephony Application Programming InterfaceThe Telephony Application Programming Interface is a Microsoft Windows API, which provides computer telephony integration and enables PCs running Microsoft Windows to use telephone services. Different versions of TAPI are available on different versions of Windows...
(Telephony Application Programming Interface) is introduced.
2004 Cisco CallManager 4.0
In 2004 Cisco made a large scale release with CallManager 4.0. Customers were pleased with a large amount of new features. Previously IP phones were restricted to only 2 calls per any given line appearance. This caveat was eliminated and IP phones could now have a user configurable maximum (up to 200) number of calls per line appearance.Some new features and enhancements added during this release were:
- Hunt group
- Privacy for shared lines
- Call barge
- Improved security with media encryption between phones
- Multi Level Administration (MLA) allowed delegated administration
- Direct transfer allowed a user to select two calls from the same line and connect them together
- Call join allowed users to select several calls from a line and conference them together
- Additional QSIG features added
- Many bug fixes
This version (as well as all Windows 2000-based versions of CallManager (4.0, 4.1 and 4.2) are End of Life (announcement was made November 15, 2007, with an End of Sale date of May, 2008)).
2004 Cisco CallManager 4.1
In a short time after the release of version 4.0, Cisco released a minor upgrade to 4.1. This version focused on improved stability and support for even more features. Several utility tools were added as well. Additionally, some of the new features of CCM 4.0 include greatly enhanced conference calling features, enhanced Client Matter Code (CMC) and Forced Account Code (FAC), Multilevel Precedence and PreemptionMultilevel precedence and preemption
In military communications, Multilevel Precedence and Preemption is a priority scheme for assigning one of several precedence levels to specific calls or messages so that the system handles them in a predetermined order and time frame, for gaining controlled access to network resources in which...
(MLPP) and Malicious Call Identification (MCID). CallManager 4.1 also enhances the encryption capabilities first introduced in CallManager 4.0. When using Cisco Phones 7940/7960/7970 or 7971 it is now possible to encrypt signaling as well as voice traffic itself.
- More QSIG enhancements
- Dialed number analyzer (DNA) is a tool used to analyze how dialed strings route
- Forced authorization codes (FAC)
- Time of day routing
- Client matter codes (CMC)
- Malicious Call Identification (MCID)
- Increased security through additional support for encryption
2006 Cisco Unified CallManager 4.2
CallManager 4.2 was released in parallel with CallManager 5.0 on 6 March 2006. At the same time Cisco re branded the product "Cisco Unified CallManager"; they also added the Unified tag to all of their Voice and Video offerings (i.e. Cisco Unified Contact Center, Cisco Unified MeetingPlace).Cisco Unified CallManager 4.2 runs on Windows 2000 and includes new PABX features over 4.1(3) (namely logging into hunt groups and call-forward on no coverage (so, if you forward a line to a hunt group, and the hunt group is unavailable or busy, you can forward calls somewhere else); Also introduced was Call Forward Unregistered, so that if you called a remote site, but the WAN link was down, you could automatically forward that call to the PSTN. This version does not include SIP end-point support.
2007 Cisco Unified CallManager 4.3
CallManager 4.3 runs on MCS Operating System 2003 (Cisco Proprietary Operating system based on Windows 2003).2006 Cisco Unified CallManager 5.0
CallManager 5.0 was released in parallel with CallManager 4.2 on 6 March 2006. Cisco Unified CallManager 5.0 is Linux based (Cisco VOS) and for the first time can use Session Initiation ProtocolSession Initiation Protocol
The Session Initiation Protocol is an IETF-defined signaling protocol widely used for controlling communication sessions such as voice and video calls over Internet Protocol . The protocol can be used for creating, modifying and terminating two-party or multiparty sessions...
(SIP) to IP end-points; apart from the addition of SIP it is feature compatible with CallManager 4.1(3). CallManager 5.0 servers are being sold as pre-installed appliances. Cisco Unified CallManager 5.0 can also be installed on compatible MCS servers and Cisco approved HP and IBM servers. Users of CallManager 4.x can upgrade to Unified CallManager 5.0 and keep their current Databases by having another server on the LAN with a shared drive available during the upgrade process. New database being used is IBM Informix. Unified CallManager 5.0 comes with an introduction of a new licensing structure that is based on device-weights. A license file must be acquired and installed before any services can be activated. Operating System access is restricted to some commands. Root access is generated via remote account by Cisco TAC or Business Unit.
2007 Cisco Unified CallManager 5.1
This version is essentially bug fixes for Communications Manager 5.0.2007 Cisco Unified Communications Manager 6.0
Cisco renamed the product to Unified Communications Manager. Version 6 was supposed to merge all features of the Linux appliance (SIP support and licensing requirements) between the Linux platform and Windows version, and it was based on Red Hat Enterprise LinuxRed Hat Enterprise Linux
Red Hat Enterprise Linux is a Linux-based operating system developed by Red Hat and targeted toward the commercial market. Red Hat Enterprise Linux is released in server versions for x86, x86-64, Itanium, PowerPC and IBM System z, and desktop versions for x86 and x86-64...
. The released version of Unified Communications Manager will not support the Windows platform.
This version added an intercom feature between endpoints (station-to-station only), and integrated Mobility Manager (single number reach to multiple destinations, IP Phone, Cell Phone, etc.).
This version utilizes a slightly different licensing model from that found in 5.X. First off, CUCM 6.0 requires service licenses (for Communications Manager, etc.) and comes with a 'starter' license for a single node and 50 device weights (about 10 phones), and will install natively on VMWare for lab purposes; in addition it requires a 'feature license' to activate the CallManager feature.
NOTE: Upgrades to Communications Manager 6.X from Communications Manager 5.X require the acquisition of a new license; proceeding with the upgrade without acquiring this license will result in a non-functional system.
Also released was Cisco Unified Communications Manager Business Edition (CUCMBE, aka Cucumber), which places Cisco Unified Communications Manager 6.0 and Cisco Unity Connections 2.0 (Voicemail) on the same server (an MCS 7828 with dual 250GB hard drives and 6GB of RAM).
Version 6.1 was released in January 2008 and contained bug fixes.
2008 Cisco Unified Communications Manager 7.0
Released in September 2008, this version was originally stated to be available in both Windows and Appliance models. However Cisco has since stated that OS independence will not be a feature of any version of CallManager after 4.3. Cisco refers to their entire suite of products to be released in 2008 as "System 7"; major updates are expected to Presence Server and Client at the same time as Communications Manager 7.0 is released.The database will be standardized using IBM Informix (Microsoft SQL will not appear in any version after 4.3).
Version 7 is an attempt to bring all Cisco Unified Communications products to the same version number (CUCM, CUPS, CER, CUPC, Cisco IP Communicator
Cisco IP Communicator
Cisco IP Communicator is a VoIP softphone software application. It can register with a Cisco Unified Communications Manager or Cisco Unified Communications Manager Express using either SIP or Cisco's proprietary Skinny Client Control Protocol....
, UCCX, etc.)
2010 Cisco Unified Communications Manager 8.0
Cisco Unified Communications Manager 8.0(1) in 26 Feb 2010 has published and its 8.0(2c) version released in 6 May 2010.Direct upgrade is available from 8.0(2b),8.0(2a),8.0(2),8.0(1),7.1(3),7.1(2),7.0(2),7.0(1),6.1(5),6.1(4),6.1(3),6.1(2) versions.
Its license is almost same as CCUM 6.0 ( for more Information refer to http://www.ciscosystems.com/en/US/docs/voice_ip_comm/cucm/admin/8_0_2/ccmfeat/fslicense.html )
Cisco Unified Communications Manager 8.6 is an enterprise-class IP communications processing system for up to 40,000 users, extensible to 80,000 users by way of a megacluster.
CUCM 8.X supports virtualization along with the other Cisco Unified Communications Products (CUCCX, CUPS, CUC, etc.).
Compatibility
All versions of Cisco CallManager and Contact Center before 7.1.3 release work with Windows XP clients, and are incompatible with Microsoft Windows 7 and/or Internet Explorer 8 clients.All Versions of Cisco Unified Communications Manager later than 7.1.3 release support Microsoft Windows Internet Explorer 8.
Most of the Clients (IP Communicator) are also supported on Windows 7 (32 bit) with Cisco Unified Communications Manager 8.X Releases.
Operation
CUCM evaluates called numbers and activates gateway events to receive or send calls to the PSTN or IP Network.The Cisco CallManager is installed on either a Cisco Media Convergence Server
Media Convergence Server
A Media Convergence Server is a proprietary hardware product sold by Cisco Systems. These are usually rebranded servers made by HP and IBM. The goal of Media Convergence Servers is to provide a standard hardware platform for Cisco's Unified Communications products such as Cisco Unified...
(MCS) or Cisco approved server.
Typically, a CCM cluster can manage up to 30,000 IP Phones using 20 Servers which incorporates a publisher, two TFTP servers, 8 Subscribers (four primary and four secondary) and up to nine media resource servers.
The Cisco Unified Communications Manager "Supercluster" can manage up to 60,000 phone numbers, and incorporates a publisher, two TFTP servers, 16 Subscribers (eight primary and eight secondary) and up to nine media resource servers.
Administration and Configuration
The configuration of the CUCM can be done through a web interface. Therefore the CUCM supports the following browsers: Microsoft Internet Explorer (supported on version 5.x, 6.x, 7.x, but not 8.0 or higher) and Mozilla FirefoxMozilla Firefox
Mozilla Firefox is a free and open source web browser descended from the Mozilla Application Suite and managed by Mozilla Corporation. , Firefox is the second most widely used browser, with approximately 25% of worldwide usage share of web browsers...
. The Bulk Administration Tool (BAT) is available for large imports, exports and changes. In addition to an administrative web access each user may also make changes to the telephony features. As an alternative to using the CUCM web interface, administrators can use Cisco's Unified Communications Management Suite (UCMS) to both provision and provide monitoring/service assurance management. This Cisco management suite consists of Cisco Unified Provisioning Manager
Cisco Unified Provisioning Manager
Cisco Unified Provisioning Manager is the provisioning tool developed by Cisco Systems for its Unified Communications Solution products. Examples of these products would be Cisco Unified Communications Manager or Cisco Unity...
, Cisco Unified Operations Manager, Cisco Unified Service Monitor and Cisco Service Statistics Manager.
Access to the Linux operating system (root access) and the database is no longer available from CUCM version 5.x and higher. The more recent CUCMs only offer a command line interface (CLI) with a limited command set for troubleshooting, including queries regarding system information or database information. The root access is reserved for the technical support from Cisco (TAC).
Provisioning
Provisioning
In telecommunication, provisioning is the process of preparing and equipping a network to allow it to provide services to its users. In NS/EP telecommunications services, "provisioning" equates to "initiation" and includes altering the state of an existing priority service or capability.In a...
systems, including TiM (Telephone Interface Communications Manager) simplify the management of the Cisco Unified Communications Manager (CUCM). These programs facilitate and automate repetitive tasks and consequently relieve the IT department. Furthermore, provisioning systems not only increase the efficiency of the CUCM, but also add new features. With the support of TiM the CUCM is expanded by:
- Multi-client capability
- Comprehensive rights & roles system
- ClusterCluster (computing)A computer cluster is a group of linked computers, working together closely thus in many respects forming a single computer. The components of a cluster are commonly, but not always, connected to each other through fast local area networks...
capability - RedundancyRedundancy (engineering)In engineering, redundancy is the duplication of critical components or functions of a system with the intention of increasing reliability of the system, usually in the case of a backup or fail-safe....
- Wizards for recurrent tasks
- TemplateEngineTemplate processorA template processor is software or a software component that is designed to combine one or moretemplates with a data model to produceone or more result documents...
for recurrent settings - Multilingual and ergonomic user interface
Cisco Unified Communications Manager Express
Cisco Unified Communications Manager Express (CUCME), formerly Cisco Unified CallManager Express and Cisco CallManager Express, is a Cisco IOS based IP-PBX for small medium business, enterprise branch office and commercial customers. It provides a rich set of call control and voice application features for the above mentioned customer profiles. It supports Cisco IP phones using Skinny Client Control ProtocolSkinny Client Control Protocol
The Skinny Call Control Protocol is a proprietary network terminal control protocol originally developed by Selsius Systems....
(SCCP) and Session Initiation Protocol
Session Initiation Protocol
The Session Initiation Protocol is an IETF-defined signaling protocol widely used for controlling communication sessions such as voice and video calls over Internet Protocol . The protocol can be used for creating, modifying and terminating two-party or multiparty sessions...
(SIP). Call Manager Express also provides a rich set of traditional PSTN connectivity options using both digital and analog lines.
For advanced customers, CUCME also provides integrations with TAPI clients, has a basic Automatic call distribution application, provides an integrated Auto Attendant, Voicemail and Interactive voice response systems.
There have been very few that have attempted to provide comprehensive reporting for Cisco UCME. The logs are complex and voluminous. RSI was the first to offer Shadow CMS for communication management.
More information on CUCME can be found on the external Cisco Support Wiki - Cisco CME Support Wiki