Hybrid Call Service Aware Overview
Follow these tasks to deploy Hybrid Call Service Aware:
Hybrid Call Service Aware provides the following benefits to you and your users:
Makes Cisco Spark "aware" of all calls across your existing unified communications system.
Share your desktops in their Cisco Spark app during a call—no need to set up a formal meeting.
View on-premises and Cisco Spark call status and duration.
Unlock on-premises call history—it is viewable not only from existing devices, but also the Cisco Spark app on any device.
We recommend that you read the Cisco Spark Hybrid Services Design Guide for a detailed overview of Cisco Spark Hybrid Services, including architectural and design information.
Refer to this diagram which shows the components of Hybrid Call Service Aware architecture and where the connectors integrate the on-premises components with the cloud.
The management connector is included in the Expressway-C base. You use it to register an Expressway to the cloud and link the Expressway interface with Cisco Spark Control Hub. The management connector plays an important role as the coordinator of all connectors running on the Expressway server or cluster: It provides you with a single point of control for connector activities. The management connector enables cloud-based management of the on-premises connectors, handles initial registration with the cloud, manages the connector software lifecycle, and provides status and alarms.
For an HTTPS connection to be established between the management connector and the cloud, you must update the trust list on the Expressway-C connector host with certificates that were signed by certificate authorities in use by the Cisco Collaboration Cloud. You can allow the Cisco Collaboration Cloud to upload CA certificates to the Expressway-C trust store. Or, in the case where security policies prevent the Cisco Collaboration Cloud from uploading trusted certificate authority certificates on Expressway-C, you may upload them manually.
Hybrid Call Services use the Call Connector software that runs as a module within Cisco Expressway. Call Connector uses APIs to discover user devices configured in Cisco call control and monitors them for call activity. Call events are reported to Cisco Spark, which creates instant meetings and updates Cisco Spark spaces and call history. Call Connector also creates or updates a virtual remote device that represents Cisco Spark within Cisco call control. Call Service Connect uses this remote device to extend calls to Cisco Spark, and to allow calls from Cisco Spark to be identified with the calling user. In addition, Call Service Connect requires a Cisco Expressway firewall traversal solution to enable these calls between Cisco Spark and your existing call control.
The Call Connector is the on-premises component of Hybrid Call Service Aware. The connector runs on a dedicated or shared Expressway-C connector host that you register to the Cisco Collaboration Cloud.
SIP traffic to and from the cloud does not need to be routed to the same Expressway-C on which Call Connector runs. The Call Connector monitors and provisions aspects of users and their devices, but does not handle the calls themselves.
Discover users’ telephony devices and associated settings.
Subscribe for call control event notifications when users are enabled for Hybrid Call Services.
Resubscribe after an outage.
Monitor call control activity in your Cisco Unified Communications Manager clusters.
Hand off calls to the cloud where they are converted to a service-based call experience.
Use the CTIManager service from your Cisco Unified Communications Manager to monitor your users' phones.
Provide active/active redundancy if you configure the connector on a second Expressway-C.
Provide automatic load balancing of users across different Expressway-C connector clusters (1 cluster with 2 nodes)—no manual administration is required.
Create CTI remote devices with a basic configuration for users of Hybrid Call Service Connect.
Configure users’ CTI-RDs (remote devices) with a Spark SIP address as remote destination (for Hybrid Call Service Connect).
Retrieve users’ Directory URIs from Cisco Unified Communications Manager and makes them available to Cisco Spark for reaching users.
Requirements for Hybrid Call Services
To enable Hybrid Call Service (Aware and Connect), you must use one of the Cisco call controls listed in the table. Cisco Business Edition has Cisco Unified Communications Manager as part of all of its packages, so make sure you have the right version.
|On-Premises Call Control||Version|
|Cisco Unified Communications Manager|| |
10.5(2) and later for Hybrid Call Service Aware
10.5(2)SU5 and later for Hybrid Call Service Aware and Hybrid Call Service Connect1
|Cisco Hosted Collaboration Solution (check to see if your provider is offering Cisco Spark Hybrid Services)|| |
10.6(1) and later
You must also obtain one or more of these Cisco Spark offers.
|Cisco Spark Applicable Offers||SKU|
|Business Messaging|| |
|Business Messaging and Basic Meetings|| |
|Business Messaging, Basic Meetings, and Advanced Meetings|| |
You must deploy Expressway to host the connectors. Organizations using Cisco Hosted Collaboration Solution do not need Cisco Expressway on their premises. Instead, their Hosted Collaboration Solution partner will deploy it in the cloud as part of their Cisco Spark Hybrid Service offering.
Cisco Expressway Traversal Pair (Hybrid Call Service Connect)
X8.7.1 at minimum. For added security and toll fraud mitigation, we recommend X8.9.2 and later.
Hybrid Call Service Connect calls are classified the same as Mobile Remote Access (MRA), Business-To-Business (B2B) calls, and the calls traverse existing Expressway C and E pairs.
Hybrid Call Service Connect follows existing MRA and B2B preferred architecture planning recommendations.
|Cisco Expressway Connector Host|| |
You can download the software image from https://admin.ciscospark.com at no charge.
We recommend the latest released version of Expressway for connector host purposes. See the "Expressway Support for Cisco Spark Hybrid Services" section below.
Complete the Prerequisites for Hybrid Call Service Aware
Use this checklist to prepare your call control environment. Address these items in advance to ensure smooth set up of Hybrid Call Service Aware and activation of your Cisco Spark users.
|1||Allow extra time to prepare these items first:|
|2||Install or upgrade to supported version of Cisco Unified Communications Manager, as described in Requirements for Hybrid Call Services.|
|3||Configure one of the following, depending on your deployment:|
|4||For all SIP trunks between Cisco Unified Communications Manager clusters, go to , open the trunks, and set the Calling and Connected Party Info Format to Deliver URI and DN in connected party.|
|5||Enable the following services on at least one node in the cluster (the bootstrap server, which can be the publisher or subscriber node of a cluster):|
We recommend that you enable AXL Web Service and CTIManager Service on at least two nodes in the cluster.
|6||Ensure that Cisco CallManager Serviceability is enabled on at least one node in the cluster. This service is enabled by default and is used to discover nodes where the AXL Web Service and the CTIManager Service are enabled.|
Complete the Expressway-C Connector Host Prerequisites for Cisco Spark Hybrid Services
Use this checklist to configure a Expressway-C connector host for Cisco Spark Hybrid Services before you register it to the Cisco Collaboration Cloud to run hybrid services.
We recommend that the Expressway-C be dedicated to hosting connectors for Cisco Spark Hybrid Services. You can use the Expressway-C connector host for other purposes, but that can change the supported number of users. See the capacity information below so that you can plan your deployment accordingly.
|1||Obtain full organization administrator rights before you register your Expressway(s),and when you access https://admin.ciscospark.com to administer your organization services to Cisco Collaboration Cloud.|
|2||Plan your connector capacity and follow the supported Expressway scalability recommendations:|
2 Simplex failure refers to a normally redundant deployment with 1000 users on each of two Expressways, but experiencing a temporary failure of one Expressway. The the remaining Expressway supports 2000 users until redundant operation is recovered.
|3||Deploy the Expressway-C connector host in a cluster to account for redundancy. |
Cisco Spark Hybrid Services are highly available if Microsoft Exchange, Unified CM, and Cisco Expressways are deployed in a cluster. The same guidelines that apply to Cisco VCS and Expressway apply for the Expressway-C connector host clustering.
|4||Follow these requirements for the Expressway-C connector host. |
|5||If this is your first time running Expressway, you get a first-time setup wizard to help you configure it for Cisco Spark Hybrid Services. In some versions, if you check the Hybrid Services option in the wizard, you may see a note about the need for a dedicated service. To use the Expressway-C connector host for coresident connectors and SIP signaling and media for hybrid traffic, you may have to bypass the Cisco Spark Hybrid Services option in the configuration wizard.|
|6||Follow these configuration requirements for the Expressway-C connector host. See the Cisco Expressway Basic Configuration Deployment Guide, in the list of Cisco Expressway Configuration Guides on cisco.com, for details.|
|7||Follow these master peer configuration steps:|
|8||If you have not already done so, open required ports on your firewall. All traffic between Expressway-C and the Cisco Collaboration Cloud is HTTPS or secure web sockets. TCP port 443 must be open outbound from the Expressway-C to *.ciscospark.com, *.wbx2.com, and *.webex.com.|
|9||Obtain the details of your HTTP proxy if your organization uses one to access the internet. The proxy must support either no authentication or basic authentication, because these are the only authentication types supported by the Expressway|
|10||Review these points about certificate trust. You can choose the type of secure connection when you begin the main setup steps. |
Add and Verify Domains
|1||From the customer view in https://admin.ciscospark.com/, go to Settings and under Domains click Add Domain.|
|2||Enter your domain name and click Add.|
|3||Click more beside your domain and choose Retrieve verification token.|
|4||Copy the verification token into your DNS TXT record and add the prefix: ciscocidomainverification=<token> |
If your DNS host supports only one TXT record, add the token on a separate line. If your DNS host supports multiple records, add your token on a single line in its own TXT record.
|5||Add the DNS TXT record to your DNS server or if your DNS server is configured by an administrator, send the DNS TXT record to your administrator to add to your DNS server.|
|6||Click Verify next to each domain. |
If the verification fails, the error is cached by your DNS server. Your DNS server clears the cache after the specified length of time in the Time To Live (TTL) setting. You must wait to try again after the DNS server has cleared the cache. You can add the verification token again and request the verification for the domain.
After you claim a domain, other organizations may continue to have users with this domain. To exclusively claim the domain, contact support. Users with a different domain must change their email to join your organization. Users on this domain can't join other organizations.
You can convert users to licensed users in your organization.
Register the Expressway-C Connector Host to the Cisco Collaboration Cloud
Cisco Spark Hybrid Services use software connectors to securely connect the Cisco Spark service to your organization's environment. Use this procedure to register your Expressway-C.
After you complete the registration steps, the connector software is automatically deployed on your on-premises Expressway-C (the software connector host).
Sign out of any existing Expressway-C connections that are open in other browser tabs.
If you're registering a cluster, register the master peer. You don't need to register any other peers, because they register automatically when the master registers. If you start with one node set up as a master, subsequent additions do not require a system reboot.
If your on-premises environment proxies the outbound traffic, you must first enter the details of the proxy server onand then complete this procedure. Doing so is necessary for successful registration.
If you enter proxy information for call connector, the call connector automatically detects this configuration.
The Cisco Collaboration Cloud rejects any attempt at registration from the Expressway web interface. You must register your Expressway through Cisco Spark Control Hub.
If the registration process times out, or fails for another reason (for example, you must fix certificate errors or enter proxy details), you can restart registration in Cisco Spark Control Hub.
|1||From the customer view in https://admin.ciscospark.com, go to Services, click Set up on the card for the hybrid service you're deploying, and then click Next.|
|2||Choose a method to register the Expressway-C:|
|3||For new registrations, click Next, and then click the link to open your Expressway-C. You can then sign in to load the Connector Management window.|
|4||Decide how you want to update the Expressway-C trust list: |
A check box on the welcome page determines whether you will manually append the required CA certificates to the Expressway-C trust list, or whether you allow Cisco Collaboration Cloud to add those certificates for you.
Choose one of the following options:
|5||Click Register. After you're redirected to Cisco Spark Control Hub, read the on-screen text to confirm that Cisco Collaboration Cloud identified the correct Expressway-C.|
|6||After you verify the information, click Allow to register the Expressway-C for Cisco Spark Hybrid Services. |
Troubleshooting TipsIf registration fails and your on-premises environment proxies the outbound traffic, review the Before You Begin section of this procedure.
Certificate Authorities that Must be Trusted by Your Existing Environment for Cisco Spark Hybrid Services
The table lists the Certificate Authorities that your on-premises or existing environment must trust when using Cisco Spark Hybrid Services.
If you opted to have Cisco Collaboration Cloud manage the required certificates, then you do not need to manually append CA certificates to the Expressway-C trust list.
Cloud hosts signed by this CA
Must be trusted by
For this purpose
|O=Baltimore, OU=CyberTrust, CN=Baltimore CyberTrust Root|| |
To ensure Expressway downloads connectors from a trusted host
Common Identity (CI) service
|O=VeriSign, Inc., OU=Class 3 Public Primary Certification Authority|| |
Windows Server 2003 or Windows Server 2008 hosting the Directory Connector
To synchronize users from your Active Directory with Cisco Collaboration Cloud and to authenticate Cisco Spark Hybrid Services users
|O=The Go Daddy Group, Inc., OU=Go Daddy Class 2 Certification Authority|| |
Prepare Cisco Unified Communications Manager Users for Hybrid Call Service Aware
Follow these steps and confirm these settings for each user that you want to configure for Hybrid Call Service Aware. You must prepare your on-premises user accounts and an associated CTI-enabled device for each user in Cisco Unified Communications Manager. This configuration is required before you enable Hybrid Call Service Aware for them.
- When you set up Hybrid Call Services, you cannot activate a user with only an Extension Mobility profile and no associated device. For a user who is associated to a device and has an Extension Mobility profile,
Your users must have the Cisco Spark app installed and be signed in to use screen sharing while on a call—Windows, Mac, and Web are supported on desktop; Android and iOS are supported on mobile for viewing screen shares.
Configure an Application Account for Call Connector
Configure an administrator account with the required AXL and CTI access permissions. Call Connector uses this account to communicate with Cisco Unified Communications Manager, monitor any user's phone, and validate user configuration.
|1||From Cisco Unified CM Administration, go to , and then choose one: .|
|2||Configure the account with the following roles:|
Start the Call Connector
Manually enable the Call Connector after you register your Expressway-C for Cisco Spark Hybrid Services.
|1||From Cisco Expressway Base, go to , and then click Call Connector.|
|2||Choose Enabled from the Active drop-down list.|
|3||Click Save. |
The Call Connector starts and the status changes to Running on the Connector Management window.
Connect Cisco Unified Communications Manager to the Cisco Collaboration Cloud
To enable Hybrid Call Service Aware, you must link Call Connector to your Cisco Unified Communications Manager environment by entering server information for a single node. This step provides a bridge between Cisco Unified Communications Manager and the Cisco Collaboration Cloud, with the connector acting as the broker between the two.
For each cluster in your call environment, you must only enter server information in the call connector for a single Cisco Unified Communications Manager node. The node doesn't have to be primary, but enter one that is enabled for AXL Web Service and Cisco CallManager Serviceability.
The call connector maintains a resilient connection between your cluster and the cloud. The connector is aware of all the server nodes in your cluster, so you only need to add one to the Expressway-C connector host. If a specific node goes down in the cluster, the connector will move to another server.
Check Your User Configuration for Hybrid Call Services
With the user validation check, you can check whether Cisco Unified Communications Manager users are properly configured for Hybrid Call Service Aware and Hybrid Call Service Connect. The test checks all the configuration prerequisites, such as email, directory URI, and Cisco Spark remote device settings. To assist with your configuration or troubleshooting, you can save any user errors or warnings as a CSV file.
To prevent activation errors, we recommend that you run this test and address any configuration issues before you activate users for Hybrid Call Services in Cisco Spark Control Hub.
Verify the Call Connector Status
Before you enable your users for Hybrid Call Service Aware, ensure that you correctly installed the Call Connector.
Enable Hybrid Call Service Aware for Users
Use this procedure to enable individual Cisco Spark users for Hybrid Call Service Aware.
See the links below for alternative ways to enable services for your Cisco Spark users.
You cannot enable the same user for both Hybrid Call Services and Cisco Spark Calling.
|1||From https://admin.ciscospark.com, go to Users.|
|2||Choose a specific user from the list, or use the search to narrow the list. Click the row to open an overview of the user.|
|3||Click Call Service, click the toggle for Aware to turn it on, and then save your changes. |
After you activate the service, the Cisco Spark user status changes from Pending Activation to Activated. The length of time for this change depends on the number of users that you're enabling for the service.
You can also view the following information from Call Service page on the user's overview under the Aware section:
Test Cisco Spark App Screen Sharing and Integrated Call History
To verify that Hybrid Call Service Aware was deployed correctly, walk through a test call with your users to verify the expected behavior.
If you notice unexpected behavior from this test, see the known issues and limitations with Hybrid Call Services. You can also submit feedback in https://admin.ciscospark.com to open a ticket.
To add more hybrid calling features, integrate your call control with Cisco Spark even further: you can set up Hybrid Call Service Connect to turn Cisco Spark app into a softphone. Your users can place and receive calls with the app the same way they would from their desk phones.