Let me first preface this post by saying that this is in no way a supported configuration, and your mileage may vary. Basically, if it breaks, or doesn't work for you, you're on your own. I'm only posting this after numerous requests for how I got RTMT running on my Mac.
First things first. Go and log into your CCMAdmin and download the Linux version of the Cisco Unified CallManager Serviceability Real-Time Monitoring Tool from the plugins page.
Save this to somewhere you'll remember. Next, open up Terminal and navigate to the folder that you saved the plugin to. (In my case, I saved it to a folder on the desktop named RTMT.)
$ cd ~/Desktop/RTMT
$ ls -l *.bin
-rw-r--r--@ 1 username staff 59331963 Oct 13 21:58 CcmServRtmtPlugin.bin
Make the .bin file executable:
$ chmod +x ./CcmServRtmtPlugin.bin
$ ls -l *.bin
-rwxr-xr-x@ 1 username staff 59331963 Oct 13 21:58 CcmServRtmtPlugin.bin
And finally launch the installer:
$ ./CcmServRtmtPlugin.bin
Preparing to install...
Extracting the JRE from the installer archive...
Unpacking the JRE...
Extracting the installation resources from the installer archive...
Configuring the installer for this system's environment...
Launching installer...
This will run you through the installer. If you're just looking through this without reading, you'll miss the fact that YES, there are supposed to be errors on the Install summary. These errors when you look at the install log are just the installer trying to install some .desktop files into directories that don't exist on OS X. (On older versions such as 6.x, these errors are different but can also be ignored.)
Make sure the install folder is set to your Applications folder, or you can adjust it to wherever you want this to reside.
Now that it's installed, we need to change one more thing to make this work. You can do this one of two ways, but I suggest the second option for it's simplicity.
Option #1:
Edit the file /Applications/JRtmt/run.sh. Change the "./jre/bin/java" to java so the file looks like this:
java -Dsun.java2d.d3d=false -Xbootclasspath/a:.:./lib/xerces.jar:./lib/log4j.jar:./lib/jcchart450J.jar:./lib/collections.jar:./lib/JbcBeans.jar:./lib/soap-common.jar:./lib/axis.jar:./lib/commons-discovery.jar:./lib/commons-logging.jar:./lib/jaxrpc.jar:./lib/saaj.jar:./lib/wsdl4j.jar: -jar JRtmt.jar
Now you can run RTMT by calling /Applications/JRtmt/run.sh from a command line, or AppleScript, which leads to the better option.
Option #2:
Open up the AppleScript Editor and paste in the following:
do shell script "cd /Applications/JRtmt; java -Dsun.java2d.d3d=false -Xbootclasspath/a:.:./lib/xerces.jar:./lib/log4j.jar:./lib/jcchart450J.jar:./lib/collections.jar:./lib/JbcBeans.jar:./lib/soap-common.jar:./lib/axis.jar:./lib/commons-discovery.jar:./lib/commons-logging.jar:./lib/jaxrpc.jar:./lib/saaj.jar:./lib/wsdl4j.jar: -jar JRtmt.jar"
Run this once to make sure that you get the RTMT login.
Once you do, just hit the Cancel button. Assuming that it's working and does launch, then you can save this script to launch RTMT in the future. Do File > Save As. Change the name to RTMT, and navigate to your Applications folder. Change the File Format to Application, and click Save.
That's it. Run this app and you've got RTMT on OS X. Comes in very handy when you need to grab logs and such from systems, now you don't need to fire up your Windows VM to get them.
Oh, and this does support updating the RTMT tool as well. So if you install from a 7.01 install and log into a 7.1 install, RTMT will upgrade itself and work just fine. Have fun. Hope this helps someone else out like it has me.
Oct 13, 2009
| Tags: applescript, cisco, hacks, mac, os x, rtmt and serviceability | 5 Comments
Cisco's Mobile Communicator Client for the iPhone is available in the app store now. (Click on any of the thumbnails for a larger image.)
So what's this one do for you? Easy. Provides you with quick access to many of your Cisco IP Phone calling features such as:
- Visual Voicemail - Access your business voicemail system, just like you are at your desk phone.
- Dial Via Office - Place business calls from your iPhone using your company phone system.
- Mobile Connect - Receive calls to your work number on your iPhone.
- Meetings - Join your business meetings directly from your iPhone. Tap a name in your Meeting List to join the audio portion or automatically launch Cisco WebEx Meet to attend the web portion.
I'm not going to cover deployment and configuration here as CUMA has been around for a while. I just wanted to show a few of the screens now that the iPhone client has finally hit the market. Cisco put some decent status/progress icons in this app, to tell you where it is in the startup process as well as it's status. I really wish that they would have done something like this for Cisco Mobile Supervisor.
They were even nice enough to let you know when some of the services are failing instead of having to dive into a bunch of buried screens:
Here's the main five screens of the app:
- Favorites - Works the same way that Favorites do on your iPhone, but are separate from the iPhone favorites.
- Recents - Combines the recent call lists from your iPhone and your Cisco IP Phone. (Somewhat useless if you have mobility enabled.)
- Contacts - Exact same as the contacts on your iPhone.
- Meetings - Integration to MP/WebEx.
- Voicemail - Visual Voicemail interface to your Cisco Voicemail.
(Excuse the blurring of the text in these images. I don't have everything setup in my lab, so don't have demo data to display for the screenshots. Names and numbers blurred to protect the innocent and all that.)
The Visual Voicemail gives you the option of drilling into the contact information, as well as giving the option for doing a callback to the contact or number.
At the top of the main screens, you'll have two buttons, one for dialing, and one for configuration:
Pressing the Dial button will bring up the dial screen as you'd expect. The interesting part happens after you press the Dial key on the keypad. You get the option to place the call via your office phone or your iPhone.
And of course, all of the configuration/settings screens from the application:
Very cool application. Getting lots of use from me.
Cisco FAQ for Cisco Mobile is here. More info on CUMA can be found here.
Sep 30, 2009
| Tags: cisco, cisco mobile, iphone and mobility | 1 Comment
While the Cisco Mobile Supervisor Application has been out for over a month now for the iPhone/iPod Touch, my site was down, and I didn't get to post about it, so I'm doing it now, as a few people have been asking me about it, and wanting to see a few of the screens.
Mobile Supervisor provides a pretty basic interface to monitor the call center, and it's a free download from the App Store. While most call centers that I've done in the past use some sort of wall board for this type of functionality, from a Supervisors standpoint this is still pretty neat when sitting in meetings all day away from the call center. (Of course, if you have a laptop, you can still just fire up CSD there, but if you've got an iPhone, why wouldn't you geek out and do this?!)
Once you've downloaded the app, you configure it from the iPhone Settings screen. Scroll to the bottom and the configuration will show up along with your other apps. You'll need to fill out your UCCX server information here and as you can see, the app does support HA deployments. You can also setup your thresholds for "alert" status on the screens: (Click on any of the thumbnails for a larger image.)
Upon launch of the application, you'll need to login to your UCCX server (Don't worry, it will remember your login between sessions):
Once you're logged in, you'll see your teams listed that you're configured for. Under each of those, you'll be able to break down into the CSQs, or individual agents. My one complaint here is that even if agents are not logged into the system, it still shows all of them.
Under the CSQs, you can get the same information that you could from the Supervisor Desktop:
Overall, cool little app. Not sure that it will see a lot of use out in the field (as I don't know of a lot of call center supervisors running around with iPhones), but I love the fact that Cisco is actually putting out these types of apps for their users.
Cisco's Quick Start Guide can be found here and their video datasheet for Mobile Supervisor can be found here (no iphone demo in the video).
Apr 27, 2009
| Tags: cisco, iphone, mobile supervisor and uccx | 2 Comments
