Install Cisco Telephony Service Provider (TSP) and Enable TAPI Busy Detection

Cisco's TSP must be installed in order for busy detection to work when there are shared lines on a phone. XML Busy Detection recognizes a device. By itself, it can't detect individual lines assigned to a device. TAPI Busy Detection is required for that level of granularity.

TAPI Busy Detection is required for CallAlert.

There are four basic steps:

  1. Install or upgrade Cisco TSP software.
  2. Create TAPI user.
  3. Configure TSP phone options.
  4. Enable TAPI Busy Detection in SA-Announce.

Here's What You Need to Know

  • Per Cisco specs, each TSP instance can monitor up to 2,000 line extensions per CUCM Server (CTI Manager). For environments over 2,000 lines, a TSP instance must be installed for each group of 2,000.  Each TSP instance must point to a different CUCM server using a unique user account.
    Notes:
    • 64-bit support for TAPI Busy Detection was not available until CUCM 8.5.x.
    • CUCM TAPI support for Server 2012 is not available until CUCM 10.5.
  • Important: The Syn-Apps Server will require at least one reboot.
  • This article is written for Communications Manager 5.x, 6.x, 7.x, 8.x, 9.x, and 10.x.  For Communications Manager 4 and earlier, please contact Support for assistance.
  • If phones are added or removed from the TSP account, the server where the TSP software is installed will require a reboot to reflect the changes.
  • If the TSP account password is changed the server where the TSP software is installed will need to be updated and the server will require a reboot to reflect the change.

Install/Upgrade Cisco TSP Software

Download Software

  1. On the CUCM server, select Application > Plugins.
  2. Leave Plugin Name blank and click Find.
  3. Click Cisco Telephony Service Provider (TSP) to download. (Choose 32 or 64 bit as appropriate).
    Note: In CUCM 8.5 the name was changed to “Cisco TAPI xx-bit Client”. 
  4. Copy/Move Cisco TSP download file to the server where the Syn-Apps software will be installed.

Install or Upgrade Software

Note: If you already have Cisco's TSP software installed, skip to the Upgrade Cisco TSP Software section.

Install Cisco TSP Software

  1. From the Syn-Apps server, run the Cisco TSP software executable.
  2. When asked if you want to install multiple instances of TSP, select an option based on the following:
    • Less than 2000 lines, you do not need multiple instances.
    • 2000 or more lines, you must install multiple instances. A TSP instance and Application User is required for each group of 2000. To avoid overtaxing a single CUCM server, we recommend pointing each TSP instance to a unique CUCM server.
  3. Do one of the following:
    • If a TFTP server is available, enter the address and click Next.
    • If a TFTP server is not available, leave the address field blank and click Next.
      Note: TFTP is not required.
  4. Click Finish when install is complete.
  5. Click Cancel when prompted to reboot the server. You'll do this after configuring the TSP phone options below.

Upgrade Cisco TSP Software

  1. From the Syn-Apps server, run the Cisco TSP software executable.
  2. Take all defaults to upgrade TSP software.
  3. Click Finish when the installation is complete.

If the software cannot be upgraded (too many versions behind, for example),

  1. Uninstall the existing TSP software through the normal Start > Control Panel > Add/Remove Programs or Programs and Features.
  2. Reboot the server.
  3. Follow the Install Cisco TSP Software instructions above.

Create TAPI User

If you installed more than one TSP instance, create a unique User ID for each instance. Please read the information in the Here's What You Need to Know section at the beginning of this article.

  1. From the CUCM server, select User Management > Application User > Add New.
  2. Enter a User ID and Password of your choosing.
  3. Move phones from Available Devices field to Controlled Devices field.
    http://www.syn-apps.com/_images/kb/KBA-01006-18.png
    To find specific phones to add to the Controlled Devices field, use Find more Phones.
    • Select Directory Number and Contains from the drop-down lists.
    • Enter desired extension and click Find.
    • Check phone and click Add Selected.
  4. Add Permissions Information.
    • Click Add to User Group or Add to Access Control Group.
    • Select Contains from drop-down list, enter CTI, and click Find.
    • Select all CTI groups and click Add Selected.
  5. Verify all information is correct and click Save.

Configure TSP Phone Options

  1. From the Syn-Apps server, navigate to Start > Control Panel > Phone and Modem Options.
  2. Select the Advanced tab > CiscoTSPxxx.tsp > Configure.
  3. Click the User tab and enter the TAPI user account you created.
  4. Click theCTI Manager > Advanced tab and enter the CUCM server IP address.
    Enter a secondary IP, if available, under Backup CTI.  Click OK.
  5. Click Close.
  6. Reboot the Syn-Apps server.

Configure SA-Announce to use TAPI Busy Detect

  1. In the SA-Announce application and navigate to Services > Broadcast Services > Settings.
  2. From the Busy Detection drop-down list, select TAPI Busy Detection.
  3. Click Save.