Setting Up Cisco Call Manager (CUCM)

Introduction

The WXP Collaboration application integrates with Cisco Unified Communications Manager (CUCM) to provide both historical and real-time visibility:

• Historical data: Collects Call detail records (CDRs) from the CUCM publisher.

• Real-time data: Monitors live calls and endpoint status using computer telephony integration (CTI).

This integration helps administrators troubleshoot faster, verify service levels, track adoption, and plan capacity. Data appears in WXP Collaboration dashboards and reports, giving a single view across sites, clusters, and devices.

Prerequisites

1. Data Collector: Because CUCM is an on-premises system, you must deploy the WXP Collaboration Data Collector before you set up CUCM.

   1. For installation instructions, refer to the article Installing WXP Collaboration Data Collector.

2. Network: The Data Collector needs the following ports open to communicate with CUCM. Refer to the below table for details:

Minimum CUCM services

The following services must be running. If any service is off, setup validation fails. Confirm these services during configuration:

• Cisco Call Manager

• Cisco CTI Manager

• Cisco SOAP – CDRonDemand Service

• Cisco CAR Web Service

• Cisco AXL Web Service

Important: If the Call Manager service is not activated, you cannot verify and enable the CUCM data collector. Contact support@wxp.hp.com.

CUCM account requirements

For full functionality, create an application user that belongs to an access control group with the Standard AXL API Access role. This role provides AXL write access that WXP Collaboration application uses only to update the Controlled Devices list for the application user. Adding endpoints to Controlled Devices is required for live status of video devices and phones.

WXP Collaboration application uses the AXL "updateAppUser" and "executeSQLUpdate" commands to add endpoints automatically when devices are created.

If Standard AXL API Access is restricted, you may use Standard AXL Read Only API Access. In this mode:

• You must manually add endpoints to Controlled Devices for the application user, or they will not be monitored in real time.

• Initial CUCM validation in WXP Collaboration will fail and must be manually bypassed to complete setup.

• Add Standard AXL API Users as well.

Call Manager setup

Step 1: Enable the AXL API user role

1. Sign in to Cisco Unified CM Administration with an administrator account.

2. After logging in, click User Management > User Settings > Access Control Group.

3. 

4. Create an access control group named AXL User Group.

5. The name is case-sensitive and must be exactly "AXL User Group".

1. Go to User Management > User Settings > Role.

2. Search for AXL and confirm that the Standard AXL API Access role exists (or Standard AXL Read Only API Access if you will use read-only mode). If not present, create the required role with the necessary application access.

3. Return to User Management > Access Control Group and open AXL User Group.

4. Select Assign Role to Group, add Standard AXL API Access (or Standard AXL Read Only API Access and Standard AXL API Users),

5. Click Save.

   

Step 2: Creating Service Account for WXP Collaboration

1. Sign in to the CUCM publisher with an administrator account.

2. After logging in, click User Management > Application User > Add User.

3. Enter a username (for example, "wxpc").

4. Set a strong password and click Save.

5. Add the following Groups to the user (required for successful setup):

   1. AXL User Group

   2. Standard CCM Read-Only

   3. Standard CCM Server Monitoring

   4. Standard CTI Enabled

   5. Standard CTI Allow Control of Phones supporting Connected Xfer and conf.

6. In the Device Information section, move endpoints you want to monitor in real time from Available Devices to Controlled Devices. Use Device Association or Find more phones to locate endpoints.

7. Save the user.

8. On each CUCM publisher, go to Cisco Unified Serviceability > Tools > Service Activation and confirm the following are enabled:

   1. Cisco Call Manager.

      1. Note: If Call Manager service is not activated then you will be unable to verify and enable the data collector service for CUCM. For assistance, ontact support@wxp.hp.com.

   2. Cisco CTI Manager

   3. Cisco SOAP – CDRonDemand Service

   4. Cisco CAR Web Service

   5. Cisco AXL Web Servic

   

9. Ensure parameters are correctly enabled on each active publisher.

   1. Go to Cisco Unified CM Administration > System > Service Parameters.

   2. Select one or more active publishing servers.

   3. Select Cisco Call Manager service.

   4. Under System, set: CDR Enabled Flag = True, CDR Log Calls with Zero Duration Flag = True.

   

Important: Set these flags to True on every cluster member. They are not inherited from publishers and are off by default. If not set, CDRs will not be transmitted and data loss is likely.

In addition, Under Cluster Wide Parameters (Device – General), set:

• Call Diagnostic Enabled = Enabled Regardless of CDR Enabled Flag

• Set both Show Line Group Member parameters to True.

  

• If you have subscribers, enable the same parameters under Cisco Unified CM Administration for each subscriber.

Step 3: (Optional) Optimize for Large Deployments Using Enterprise Parameters

For large environments (more than 5 nodes, multiple clusters, or high traffic), adjust Enterprise Parameters to improve timely CDR collection without affecting performance.

Go to Cisco Unified CM Administration > System > Enterprise Parameters and update the following parameters:

• CDR File Time Interval: Increase the interval from the default 1 minute to 5 minutes.

  • This reduces the number of CDR files by 5x. Confirm that there are no adverse impact on other reporting or billing tools.

• Allowed CDRonDemand get_file Queries per Minute: for deployments with more than 20 nodes, increase from 10 (default) to 20 to improve collection reliability.

Adding Call Manager to WXP Collaboration Application

Requirements

• Network access from the WXP Collaboration Data Collector to the device FQDN (fully qualified domain name) or IP address.

• Credentials for the application user you created.

Reminder: Add one subscriber per cluster only if the Call Manager service is not running on the publisher. If the service is running on the publisher, do not add a subscriber.

Steps

1. Sign in to the Admin Portal of WXP Collaboration application.

   

2. Open the Infrastructure menu (or select the Infrastructure icon), then select New infrastructure (near the bottom).

3. From the infrastructure types, select Cisco CUCM.

4. On the Configuration page, enter:

   1. CUCM Name and Description

   2. Host address and Host Port for CUCM

   3. Login name: Service account username

   4. Password for service account

   

5. Click Save.

6. Click Validate to confirm connectivity and authorization.

   None of the Additional Settings in the panels below are required; defaults are sufficient.

7. At the top of the page, change Disabled to Enabled and start data collection.