Cisco Sets

Cisco Phones

A few things need to be setup within CAIRS before you can view your complete inventory of cisco phones. First, you must create the Cisco switch with an SMA connection in switches.  To learn more about creating a switch, please see the Switches chapter.

Next, you will need to perform a switch sync.  The sync pulls all the telephone information from your switch to populate CAIRS.  Once the sync is complete you will be able to view your complete Cisco phone inventory and there related data.

Once you have the switch created and the sync done, you can start to perform adds, moves and changes for all your cisco phones.

Performing a Sync

Before you can start to perform any actions on your Cisco phones, you will need to perform a sync.  The sync duplicates the data you have in your Cisco switch into the CAIRS database.

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Within the Actions pane, click on the ‘Resync from Switch’ link
4. A box with the sync progress will open in the lower right hand corner of your screen. Once the sync is complete, the box will close and your inventory will populate with the list.

Don’t worry you can sync multiple times without losing any of the data that you have entered into CAIRS.

Set Data

Depending on your access rights to the switch, you may be able to load the information directly from the switch each time you access the set.  However, if your access rights are restricted a sync can be performed and the data will be placed in a cache.  This allows you to view the data without making changes.  However, in some situations you may be able to connect to the switch and make changes.  There are two buttons with the Set Data ribbon group that allow you to load data and possibly make changes.

• Load Live Data – click on this button to connect to the switch and load the set information. You will be able to edit the information once loaded
• Load Cached Data – click on this button to load the set information from the cached data. The only fields that you will be able to edit are field specific to CAIRS. All switch related fields are read only.

**Within in each switch there is a data caching setting.  If you cannot see live data, please contact your CAIRS administrator.

Understanding the Cisco Window

When you access a Cisco set, it is a little different then a set device in Set Management.  There are three panes of information: Information from CAIRS, Switch Summary Information, and Switch Detail Information.

Information from CAIRS

This pane displays the information that resides in the CAIRS database.  You will see the switch name, phone model and phone template.

Switch Summary Information

This pane displays the information associated to each button on the set.  When you click on the link, the switch detail pane changes to displays the buttons information.

Switch Detail Information

This pane displays the current data associated to the set within your CUCM.  There are four tabs of information at the bottom.  The Switch Detail Information displays the current information associated to the set, this information comes directly from your CUCM.  The remaining tabs display the sets connectivity, account information and any equipment or services associated to the set.

Configuring a New Cisco Phone

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. There are two ways you can start to add a cisco phone, with either option the General – Cisco Phone window opens:

• • Within the toolbar directly above the Navigation pane, click the drop-down arrow next to New, then select Cisco Phone.
  • Within the Actions pane, click Add New Cisco Phone

4. In the Information from CAIRS pane, complete the following fields, required fields are marked with an asterisk (*):

• • Switch Name * – click on the dropdown arrow to access a list of the switched created in your database, from the list select the CUCM to add the phone to
  • Phone Model * – click on the dropdown arrow to access a list of the phone models associated with your CUCM. The models that appear in this list are populated directly from your switch.
  • Phone Template * – click on the dropdown arrow to access a list of the phone template associated with your CUCM. Again, the templates within this list come directly from the templates created in your CUCM, to manipulate this information you must access your CUCM directly.
  • Site – click the drop-down arrow to access a list, then, select the set installation site. The site drop-down list displays the bottom-most site first. After the ~~ is the complete path to the site.
  • Organization Name – click the drop-down arrow to access a list, and then select the name of the organization. There can be three columns of information: org code, organization name and organization path. The org code is 3-character code used to identify the org, your administrator determines if this column is visible.  The organization name column displays the lowest child organization name.  The organization path displays the complete path to the selected org, this includes all parents and children.  Once you select an organization, the complete path populates within the field.
  • End User – type in the name of the end user of the phone
  • Device Name – type in the specific device name that was registered in the CUCM
  • Description – type in the description of the phone, up to 99 characters
  • Device Pool – type in the device pool
  • IP Address – type in the IP Address for the device
  • CUCM Misc 1 – 5 – use these fields to enter in any additional information regarding the phone. Each field contains a maximum of 99 characters.
  • Publishing * – this field defaults to published meaning the phone number will appear as a listing in the printed and online directory. To change the listing, click the drop-down arrow to access a list, and then select one of the following publishing options:
  • Non-published – if selected, this listing will not display in any printed or online directory.
  • Classified – if selected, this listing displays in the classified directory only.
  • Temporary – if selected, this displays as a temporary listing.
  • Alternate – DO NOT USE, there is no Alternate Telephone number available for a CUCM phone.

5. Once you have the above required fields completed the other two panes of information will become available for you to populate. Let’s start with the Switch Detail Information pane.

Switch Detail Information Pane

6. Within the Switch Detail Information pane, there are several sections of information based on the phone model and template that you have chosen within the Information from CAIRS pane. We will cover the panes that are consistent for every phone added into the CUCM

Section 1: Phone Type

7. There are two fields within this pane, the phone model and the protocol. The model matches the one from the information from cair.net pane.  The protocol used is pre-determined by your CUCM

Section 2: Device Information

8. This pane allows you to add more information regarding the phone.

There are several fields of information displayed within this pane, for the purposes of this manual we are going to focus on the fields that are required.  To learn more about each field, click on the Open CUCM Help button with the Cisco ribbon group

9. Complete all necessary fields, you must complete the field marked with an asterisk (*):

• • MAC Address * – type in the MAC address of the gateway. This MAC address is the unique identifier for the device
  • Device Pool * – click on the arrow to access a dropdown list, from the list select the appropriate device pool
  • Phone Button Template * – this field auto-populates with the phone template you selected in the information from CAIRS pane. To change the template, click on the dropdown arrow to access a list of template, from the list select the new phone button template
  • Common Phone Profile * – click the arrow to access a dropdown list, from the list select either the Standard or Special phone profile
  • Location * – click on the arrow to access a dropdown list, from the list select the location of the device

Section 3: Protocol Specific Information

10. Within this section you are going to complete fields that are specific to the protocol associated to the set model. The protocol is determined by your CUCM settings. Complete all necessary fields, you must complete the field marked with an asterisk (*):

• • Device Security Profile * – click the arrow to access a dropdown list, from the list select the security profile for the device.

Other Sections

11. The remaining sections are phone specific, if any section has required fields those will be indicated by an asterisk (*). You must complete those fields before you can save the device.
12. Once you have completed the information within the Switch Detail pane, it is a good idea to Save the information you have entered. Within the Action ribbon group, click on the Save button.

Switch Summary Information

13. Within the switch summary pane, you can configure the set buttons with telephone numbers or features. You can click on any of the links within the pane to access the buttons information.
14. At this point you have completed the necessary set information, you can Save and Close to return to the main menu or you can continue to add set connectivity, account management and equipment or services. Please see the below sections to learn more.

Set Connectivity

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. Within the list, double click on the Cisco phone to access its detailed information.
5. Connectivity, Equipment & Services and Account Management all share a pane, to access Connectivity click on the tab at the bottom of the pane.
6. There are two sections within the Facilities pane. The top portion allows you to assign a few basic items within Facilities, and the lower half allows you to assign the complete facilities package.
7. Within the top section, complete the following fields (required fields are marked with an asterisk (*):

• • Assigned Site – click the drop-down arrow to access a list, from the list select the assigned site.
  • Assigned Building * – click the drop-down arrow to access a list, and then select the building name.
  • Alternate Location – type in any alternate location information relating to the set. This field can appear in the 911 interface
  • Directory Building Name – this field auto-populates with the Directory Building Name that appears on the Building Record. The Directory Building name is defined as the common name for the building, for example, the assigned building name is 100 and the directory building name is Post Office. This field is read only.
  • Floor – type the floor number, if applicable.
  • Room – type the room number, if applicable.
  • Jack – type the jack number, if applicable.
  • Dedicated Plant – click the arrow to access a drop-down list, from the list select the type of dedication, it automatically defaults to Not Dedicated. You can change the selection to dedicate with port or dedicated without port. When you choose to dedicate, anytime you move or delete the device, the facilities remain in place and are unavailable to use in other situations.
  • Latitude/Longitude/Elevation – type in the coordinates of where the phone is located. If used this information, will transfer in the 911 interface and display the terminal that is nearest the location of the phone.

These coordinates work in connection with the Nearest Building tab (if you do not see the tab, you will need to change the system setting ‘Show Nearest Building Button in Facilities’ to True).  The buildings with the nearest coordinates will appear in the tab.

8. Within the lower section, when you click the first line (marked with an asterisk) the site and building name populate with the information you entered in the upper section. If the building only has 1 terminal the name of the terminal will also auto-populate.
9. If there is more than one terminal, click the drop-down arrow to access a list, and then select the terminal name associated with the building.
10. If you do not see, the Connection Name line, click the plus sign (+) next to the site name. The following fields open to allow you to complete adding the facilities, complete the following fields (required fields are marked with an asterisk (*):

• • Connection Name – click the drop-down arrow to access a list, and then select the set’s connection.
  • Path Number – this field auto-populates with the next available path in the terminal. To change this selection, click the drop-down arrow to access a list and then select the set’s path number.
  • Path Usage – click the drop-down arrow to access a list, then, select the path usage type. This is a list that is pre-defined within Facilities and indicates how the path is being used, for example, data, voice, transmit, etc.
  • Out Binding Post or Out Frame Location – these fields auto-populate with number(s) corresponding to the path number. This information is defined within Facilities; each terminal is designed with either a Binding Post or Frame Location. This field is a Read Only field.
  • In Row, Block, Pin – these fields auto-populate within number(s) corresponding to the path number. This information is defined within Facilities; each terminal is designed with either a Binding Post or Frame Location. This is a Read Only field.

11. At this point it is a good idea to save the information you entered so far, within the Actions ribbon group, click the Save

Account Management

The Account Management tab displays the different account numbers that are associated to the set.  Each account number can be responsible for different charges.

At the top of the pane is a dropdown box, this box allows you to select the different buttons appearances on the set.  The pane will change to display the appropriate account information.

There are 3 different types of charges you can associated to the set; one-time, recurring and call charges.  For each charge type, you can associate a different account.  This allows you to have up to 3 different accounts associated to the set.

Adding an account number

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. Within the list, double click on the Cisco phone to access its detailed information.
5. Within the lower portion of the Switch Details pane is the Account Management tab. If you are not already on the Account Management tab, click on the tab.  The pane changes to display the accounts related to the different charge types for the set.
6. At the top of the pane is a Number dropdown list, click on the arrow to access a list of the telephone numbers of the set. From the list, select the number that you want to associate an account, the list will default to the primary telephone number.

! Default from Primary Number – If you place a checkmark in the box, all charges relating to any telephone number of the set will automatically be associated to the account related to the primary telephone number.

Include Inactive Accounts – this defaults to remain unchecked meaning that you are only going to see accounts that are active or that have a Billing End Date that has not occurred yet.  If you check the box, all the accounts will appear within the list whether they have active charges or billed charges.

7. Click the row marked with the asterisk to enter in a new account number for the equipment and services. Complete the following fields, required fields are marked with an asterisk (*):

• • Charge Type* – click the drop-down arrow to access a list, then select one of the following choices:
  • All Charges – bills the account for all charges
  • Recurring Charges – bills the account for only recurring charges
  • One-time Charges – bills the account for only one- time charges
  • Call Charges – bills the account for charges related to call
  • Site* – once you click any of the drop-down lists, the site name auto-populates with the site selected on the General-Set Device window.
  • Subscriber Name – click on the drop-down arrow to access a list, and from the list select the appropriate subscriber
  • Organization – if you have selected an account number associated to an organization, that organization name populates within the field. This is a read only field.
  • Account Number* – click the drop-down arrow to access a list of the account numbers and their associated organizations. If an account number is associated to multiple organizations, the account number appears in the list multiple times, for example if account number 2424 is associated to three different organizations, there are three appearances of the account number within the drop-down. Each account number references the different organization name.

From the list, select the account number and organization responsible for the charges.

! When you create an account number, you can assign it to an organization or to a subscriber; this designates the account as official or unofficial. If you select an account with an organization, it is most likely an Official Account. If you select an account where the organization is blank, it is most likely an Unofficial account and associated to a subscriber.

• • Billing Start Date* – click the drop-down arrow to access a calendar, from the calendar select the date to start the billing. To change the month and year click the right or left arrow and once at the appropriate month and year, click the number to select the date. The date populates in the box.
  • Billing End Date – click the drop-down arrow to access a calendar, from the calendar select the date to stop the billing for the equipment or service. To change the month and year click the right or left arrow and once at the appropriate month and year, click the number to select the date. The date populates in the box.

8. Within the Actions ribbon group, click Save (to save and stay) to continue working with the set, or click Save & Close (to save and exit) to return to the Set Management list.

Deleting an Account Number from a Set

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. Within the list, double click on the Cisco phone to access its detailed information.
5. Within the lower portion of the Switch Details pane is the Account Management tab. If you are not already on the Account Management tab, click on the tab.  The pane changes to display the accounts related to the different charge types for the set.
6. At the top of the pane is a Number dropdown list, click on the arrow to access a list of the telephone numbers of the set, from the list select the telephone to modify. The pane changes to display the account number associated to the telephone number.

! Delete Date When you are deleting an account you can manually set the Delete Date or Billing End Date.  This allows you to set the end date in the future or past.  If you do not fill out the billing end date, CAIRS will automatically stop the billing the date you delete the account from the set.

7. Within the list, right click on the selector box next to the charge type, a small popup menu opens, within the box click Delete.
8. Once you click Delete, a message box appears verifying that you really want to delete the account. Click Yes within the box to continue or No to cancel the operation.
9. Within the Actions ribbon group, click Save (to save and stay) to continue working with the set, or click Save & Close (to save and exit).

Equipment & Services

Please see Common Elements – Equipment & Services to learn more.

Show Related Orders and Troubles

Within this button, you can view the open or complete work orders or troubles relating to the set.

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. 4. Within the list, double click on the Cisco phone to access its detailed information.
5. Within the Show ribbon group, click on the Show Related Orders and Troubles button.
6. A list of all associated work order and trouble tickets appear within the pane. The following information is displayed:

• • Work Order Number
  • Work Flow Name
  • Org Name
  • Site Name
  • Work Order Desc
  • Open Date
  • Current Status

7. By double clicking on the work order number, the work order opens allowing you to view the complete detailed information. Click on the x in the upper right-hand corner to close the work order and return to the phone.

Calls

To view the calls associated to the phone, click the Calls button within the Show ribbon group. Depending on the amount of calls associated to the phone, the list may not populate right away. To populate the list, complete one of the following:

• Within the search box, type any portion of a call record (Date Called, Call Type, etc.) then click the magnifying glass.
• Click the Show All

The window displays the following call information:

• Call Type – call type name.
• Total Calls – the total number of calls made.
• Total Cost – the total cost of calls.
• Total Call Duration – the total duration of calls in minutes.

At the bottom of the list, are call charge totals. To view the details for each call type, click the plus sign (+) next to the call type name, to return to the default view, click the minus sign (-) next to the call type name.

You can export or print the call data by clicking on the Sharing tab at the top of the screen. There are 4 export formats:

• PDF – you can export the total report (expanded bands only or primary band) to a PDF file. Once selected the PDF file generates to your screen, you can save the file to any location.
• Excel – you can export the total report (expanded bands only or primary band) to an Excel spreadsheet. Once selected, Excel opens with your report, you can save the file to any location.
• Print – you can send the entire report (expanded bands only or primary band) to a printer. Once selected the Print box displays allowing you to choose your printing options.
• Text – you can export the total report (expanded bands only or primary bands) to a tab delimited text file. Once selected, the Select the location to save the Tab-delimited Text File box opens. Browse to the location, type the file name within the text box and click the Save button.

File Attachments

Please see Common Elements à File Attachments to learn more.

Deleting a Cisco Phone

It is important to note that when you delete a phone that has existing charges whether call, equipment or services, those need a billing end date.  If you do not indicate a billing end date, CAIRS auto-populates the billing end date with the current date.

1. Click Configured Items.
2. In the Navigation pane, select Cisco Phones
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. Once the list populates, click on the phone you want to delete and perform one of the following options:

• • Within the Actions pane, click on the ‘Delete Cisco Phone’ link
  • Double click on the record to open the device details window, within the Actions ribbon group, click the Delete

5. Once you click Delete, a message box displays verifying that you really want to delete the phone. Click Yes within the box to continue or No to cancel the operation

Viewing Cisco Set Information

1. Click Configured Items.
2. In the Navigation pane, select Set Management > Cisco Sets.
3. Depending on the amount of records you have within your database, the list may not readily populate. To populate the list, perform one of the following actions:

• • Within the search box, type any portion of the record and then click the magnifying glass.
  • Click the Show All

4. The Cisco Phone list opens, displaying all existing sets.
5. Use the Views pane to sort the Configured Sets list. The following views are available:

• • Basic Lookup – displays the MAC Address and the Directory Number
  • Simple List – displays basic set information such as MAC Address, End User, Device Pool, etc.
  • Accounting View – displays the directory number and basic accounting information such as Billing Start Date, Billing End Date, Account, etc.
  • Connectivity View – displays basic set information plus the connectivity information
  • Equipment and Services View – displays basic set information plus any related equipment and services.

6. To select a different view, click the option button next to the selection. There are two ways to populate the list:

• • Within the search box, type any portion of a record and then click the magnifying glass.
  • Click the Show All

7. If available, click the plus sign (+) next to the group to view the individual records.
8. Double-click the record to view the Cisco window.