Table of Contents
Use these links to jump to the relevant section
- Getting Started
- Passwords and Pins
- Name Changes
- Device Changes
- Line Changes
- Hunt Groups
- Common Errors
Getting Started
Kurmi is a tool for allowing site administrators to make changes to their users without having to submit a ticket to CBTS. This can save time in getting common tasks resolved such as password resets and name changes. It can also cover several more advanced changes as well. This guide will cover how to do both; if a task is not listed, it still requires a ticket to be resolved. This guide will also not cover troubleshooting outside of the errors Kurmi may throw.
You can access Kurmi here: https://portal.ngtsohio.com/Kurmi/
Navigation
Homepage
When you first login to Kurmi, you will be greeted with the Kurmi Homepage, which for most users will look something like this:
Kurmi User
For most tasks, you will need to go to the Kurmi User page, this is a page for each specific user that collects all the various parts of their account in one easy to access location. You can get there by using the search box, or clicking on 'Manage a user'. This is based on their End User profile in Call Manager, so if for some reason they have more than one, there may be more than one result.
Once you are on the Kurmi User page, you will see User at the top. Note: There is a difference between User and Users, make sure it says User.
Search Box
In the search box, you can search for the user's 11-digit phone number, their name, or the MAC of their hard phone. You will then click on the name that appears at the top of each block in the search result to get to the Kurmi User page.
You will notice at the top of the search results is the section 'User', then a block starting with the User's name. What is in the rest of the block will depend on what services they have. You will need to click on the name to get to the Kurmi User page.
The other parts of the blocks will take you directly to the listed service, these can also be accessed from the Kurmi User page.
Advanced You can also search by the name of a Hunt Group or the Hunt Pilot to directly access it.
Manage a user
When you click on the 'Manage a user' button, you will get a pop-up with a search box that also doubles as a drop-down list. If you don't type anything in first, it will just show you the first few users. Like the Search Box, you can search by the 11-digit phone number or Name of the User. You cannot search by MAC this way. After you search for the user, click on the result in the drop down, and then you will be able to click OK. This will then take you to the Kurmi User page.
Special: Public Lines
Public Lines do not (and should not) have a Kurmi User, in this case when searching for the line, click on the Public Line entry instead of the User. The instructions otherwise work the same.
Package of the User
On the Kurmi User page, you have the Package of the User section. This contains a list of all the possible Services that can be attached to a Kurmi User. At a minimum, every Kurmi User requires at least 1 device and 1 line. If the words for each Service are bold, that means one of those Services currently exists and is attached to the user. If the words are not bold, then the Service hasn't been built yet, which means that the relevant Component is either not linked to the User or doesn't exist.
The picture below shows an example of a Kurmi User's Package.
If there is more than one of the same Service (such as the 'Cisco - Lines' in this example), the row will become a drop down, if you click the
it will expand to show the individual Services. You can then click on the individual Service to go to its Service page. Otherwise, you can click on the words to go to the relevant Service page. Alternatively, you can click the
to the right of the Service you want to change and it will go to the same page.
Modifying an Existing Service
You can quickly get to the Modify page of an individual Service by clicking on the to the right of the Service you want to change.
Adding a Service
If you want to add a Service to the profile, you can click the next to the relevant Service and it will take you to the Add a Service page for that Service. Note: This is still restricted by the set billing profile, so any changes that would normally require a Service-Now Request will still need to be done through Service-Now (such as building a new number that doesn't exist yet, or upgrading a profile to Enhanced so it can have both a Deskphone and a Jabber).
Advanced Removing a Service
If you want to remove a Service, you will click on the to the right of the Service you are wanting to remove. Then on the next page just click Apply (in most cases nothing needs changed on the page).
Important! Each Kurmi User requires at least one device at all times or it will remove the Line association as well. If this happens, then we will need to fix it for you. (it doesn't delete the line, it just removes the links needed for you to be able to view/modify/associate it to a device). To avoid this, make sure there is always at least one device on the profile before removing one.
This will delete both the relevant Service and Component for Devices and Voicemail, which can be rebuilt if removed in error.
If the Line is deleted, it may require us to rebuild it if you removed it from 'Cisco - Lines'.
Removing a Line from 'Cisco - Public line members' or 'Cisco - User line members' will not delete the component, it will only remove this User from the Share Line(s) and can be safely removed or added as needed from this page.
Removing a Pickup Group Member or Line Group Member will only remove the User from the Pickup Group or Hunt Group, it will not delete the Pickup Group or Hunt Group and can also be safely added or removed from this page.
Daily Management
Many of the options here can be accessed from the Kurmi User under the 'Package of the user' section. Most of the time it will be preferable to do so from the Kurmi User since it will then apply to that specific user. Daily Management allows you to access a full list of the Services for your agency regardless of the user. This is mostly useful for seeing a list of the Users themselves or accessing some of the Shared Services such as Hunt Groups.
Users - Takes you to the full list of Kurmi User profiles for your allocated site.
Shared Services - This covers Services that are shared between multiple Users such as Hunt Groups.
Services - This is where you will find the individual Services. As mentioned, you can get to these for a specific user from the Kurmi User page, which is usually the faster/more efficient way. This can be used to see a full list of the Services for your allocated site. Say for example, if you needed to see how many Jabbers you had among all your users.
Using Filters
Filters are used when accessing the Daily Management or Advanced Resources sections of Kurmi. Without a filter set, you will see all the specific Services/Components depending on which menu you are in. By using a filter, this will help you narrow down the results that are displayed.
You can click anywhere on the Filter bar to expand it. When it is expanded, you will see the filters currently added and an option to add a filter.
-
Once the filter bar is expanded, you will have a couple of extra options:
Predefined - If you have predefined filters setup (see below on how to do this), then you can pick the filter from the drop-down and it will automatically apply the filters you set.
Save Filter - Lets you save a filter setup as a predefined filter for future use.
Reset Default Filter - Removes any filter changes you made and sets it back to the filter that was initially loaded on the page, this is usually no filter applied.
Export/Import Filter - This allows you to export/import the filter as a json file. When exporting, you have the option to either just export the current filter or all predefined filters you have saved. This is useful if you need to share filters with another admin.
Displayed Results - This is a drop-down (on the far right) that lets you choose how many results to display on a page.
When clicking on Add a filter it will give you a list of options, note that some of these options are actually sub trees. When you pick one, a second indented Add a filter will show up for picking the secondary option(s).
You can click the
to the right of any filter to remove it. If it is a sub-tree, it will also remove all secondary options within it.
Note: Login refers to the username, and Label is usually the 11-digit phone number and/or the user's first and last name depending on what screen you are on.
Once you have picked what filters you want, you can save the setup as a predefined filter for future use by clicking the save button. If New Filter is selected, you will need to enter the Filter name on the second line then hit add. If you want to overwrite an existing filter, click on new filter and pick the existing filter you want to update then click save.
Common Jargon
'Kurmi User' - Refers to the Kurmi User page, the starting point of most tasks.
Service - These are what links the Kurmi User to individual Components. The relevant service will be prepended to it, such as Cisco - Telephony Service, Cisco - Deskphones Service, and Cisco - Jabber Service. Many changes are made on the individual Service pages of a User, which is accessed from the Kurmi User page.
Component - This refers to the actual device, line, voicemail, user, etc as it is on Call Manager. Kurmi uses Services to tie these to the Kurmi User. Most changes should not be made from the Component unless otherwise noted in this article. Most changes that are required to be done from the Component will be Advanced tasks. These will usually be prepended by the description of where they are found in Advanced Resources, such as Device Component or User Component.
Allocated Site - This is how Kurmi determines which agency owns a User, Service, or Component. If we refer to updating the hierarchy, it means we had to change this.
Advanced - Sections or topics flagged with Advanced indicate more advanced changes that can be made. It is important to understand that if changes are made incorrectly in these sections you can break it to the point of not being able to fix it yourself, requiring a ticket to CBTS to fix it.
Passwords and Pins
Resetting a password or pin can be done several ways, the best and easiest way to do this is from the Kurmi User page. The Kurmi User treats passwords and pins slightly different than previous tools, in that if everything is synchronized (which it should be by default), then the following rules apply:
Changing the PIN updates both the Voicemail PIN and the Phone PIN (Extension Mobility)
Changing the Password updates both the User password (Self-Care, Jabber, CCX Finesse) and the Voicemail Password (PCA, Jabber Voicemail). If you are wanting to only reset the Voicemail Password, see the section for Resetting only the PCA Password.
The Preferred method for both Pins and Passwords
From the Kurmi User page, select the modify button to the top left
Next uncheck the credential you need to change, enter in a new one, and press apply. You will get a green pop-up at the top of the screen if it successfully changes.
Setting the Pin/Password for 'User Must Change'
Important: The PCA password should never be set to User Must Change or the login will not work. Following these instructions will not cause this, however if it is set in the Unity Connection Page then it will break the login.
From the Kurmi User page, scroll down to Package of the User > Cisco - Telephony, then click the modify button
to the right. At the bottom of the 'Modify Service: Cisco - Telephony' page, you will see the check boxes for the PIN and Password 'User must change':
Advanced: Resetting only the PCA Password
It is recommended to reset the password using the above Preferred method, in some cases though the PCA password (also referred to as the Jabber Voicemail Password) will not be synchronized and will not change when the above method is used. If this happens, you can use this method to set it to the same password as you changed it to above and this will cause it to re-synchronize. Note: This is only for the PCA password, if you need to reset the Self-Care password, you need to use the above Preferred method.
From the Kurmi User page, scroll down to Package of the User > Cisco - Voicemail and click on it (click on the words)
Scroll down to the bottom of the page and click on Details, then click the Voicemail Component (you have to click on the number in the blue box)
On the Voicemail Component page, if you see
then the password is already synchronized and you should use the above Preferred method
Otherwise if Web password has a
then it is not synchronized and should be set to whatever you made the password in the Preferred method. To do this, click the modify button at the top and uncheck the box next to 'Web password : Keep current value' and put in the password. Then click apply to save the change. If you set it to the same password as the Preferred method, then the unlocked padlock should change to the pencil with a locked padlock
Do Not check the box for "User Must Change Web password at Next Login". As mentioned above, this will break the PCA Login and require a ticket to us to disable it if it is.
Name Changes
Changing the Kurmi User Name should always be the first step. Normally changing the name there will update all the required fields. However sometimes if one or more fields don't exactly match, it may only partially change.
Changing the Kurmi User Name
Changing the Kurmi User Name will propagate the name change across all fields that are the same as the current name or new name. it will sometimes not change fields that are different.
From the Kurmi User page, select the modify button to the top left of the page.
Note: You must fill in both the first and last name for some features to work properly, it is recommended to put the Agency in the first name if you are changing it to something like Vacant or Open. Click Apply at the top right of the page once done.
Advanced: Fixing the Text Label
The primary field that will not get changed is the name displayed on a deskphone or Jabber device. This field is called the Text Label. This is usually the same as the Caller ID, but sometimes will have extra information in it preventing it from updating when the Kurmi User Name is changed. This setting is buried and takes several steps to get to. Note: The Text Label is unique to each device, so it is possible you may need to update this on more than one device if the user has multiple devices.
From the Kurmi User page, click on the affected device (so either Cisco - Deskphones or Cisco Jabber).
Scroll down to the bottom and click on details, then click on the Device Component (you will need to click the MAC or Device Name, the box as a whole or the word Device is not clickable).
Scroll down to the bottom to the Links section and click on the chain link next to Associated Lines.
Click on the Line that needs updated then click the gear to the right, or double click the Line.
Here you will see Display, Display (ASCII), and Text Label, normally all three of these are the same, make sure they are correct.
Click
at the top left of the screen. This takes you back to the previous screen.
Click
at the top right of the screen to save the change.
Device Changes
Making changes to the devices can be done several ways depending on what the device is (deskphone or Jabber) and what the change is. Most of this section should be considered as an Advanced topic, as performing changes incorrectly will cause the device to not be usable and may require us to correct it on our end.
Hard Phones
Adding a Hard Phone
You can add a new deskphone from the Kurmi User page. By default, most settings are already correct, you will need to verify the following settings in the table below.
| Device Model | Important! This must match the model number on the phone itself or the phone will not be able to register. |
| MAC Address | This needs to be the 12 digit MAC with no spaces, dashes, or colons. Do not remove the SEP/ATA, just add the MAC after that. |
| Css | This is CSS_C*_DEV by default where * is the cluster number. Some agencies have specific Css they use, but otherwise should be left at its default. |
| Device Pool | This should be your agency specific Device Pool. Some agencies have location specific pools, in which you can pick the appropriate one for that user. |
| Softkey Template | By default, this should be set to Basic Softkey Template. |
| Phone Button Template | This should be a button template that matches your phone model. See Phone Button Templates for more information. |
| Owner User ID | This should be the 11-digit Directory number on the Kurmi User page. |
Phone Button Templates
Phone Button Templates determine how the display is laid out on the hard phone. Templates are usually designed for a series of phones, and sometimes individual models. In the case of a series of phones, it will be listed as the matching part of the model number with an X where it can be any number. For example, a template might be listed as 894X, meaning it will work with any phone whose model starts with 894 such as the 8941 or 8945 models.
The layout of a phone button template will look similar to this:
To understand the rest of the layout, I have provided a key to explain what each of the common options mean:
|
number |
The number in front of each option determines how many there are, so if it said 3L that would mean 3 Lines. |
| L | Lines, this can be Single User Lines or Shared Lines |
| BLF or B | Busy Lamp Fields, Note: Where the BLF appears on the name of the template is important, if it occurs after EXP then those are the BLFs on the sidecars and not the phone itself |
| EXP | Expansion Modules, KEM, or Sidecars, see Enabling a Sidecar to see how to set which ones are used |
| S | Speed Dials |
| I | Intercom |
| HL or HGL | Hunt Group Logout, this moves the Hunt Logout option from the menu at the bottom of the screen to one of the main buttons on the screen |
| DND | Do Not Disturb, this moves the Do Not Disturb option from the menu at the bottom of the screen to one of the main buttons on the screen |
To change the phone button template on an existing hard phone, from the Kurmi User page, modify the hard phone you want to update. Once you pick the template you want, click apply.
Sidecars
Some Cisco Phones are able to have one or more Key Expansion Modules (KEM, aka "Sidecar") hooked up to them. In order for these to work, the model of phone must support the exact model of the KEM. In general, Kurmi will only show you the valid models available for a given phone.
Enabling a Sidecar
From the Kurmi User page, modify the Cisco - Deskphones.
The phone will need a Phone Button Template that includes EXP
You can then set the "Expansion Module 1" to the correct sidecar.
Once the first one is enabled, then a second one will appear and then a third, you can enable all three even if you have less than three, but you have to have at least the same number enabled equal to how many you are hooking up or the additional ones won't power on.
Click Apply.
Modifying a Sidecar's BLFs/Speed Dials
From the Kurmi User page, click on the keys icon
at the top of the screen.
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Click on the Busy Lamp Fields option you want to modify
Note: If there is only one hard phone there, it will only say Busy Lamp Fields, but if you have more than one hard phone, it will have the MAC listed for each entry. Busy Lamp Fields are specific to each phone, so if you want all of them to be the same, you have to update each one individually.
Speed Dials: If you want to modify the speed dials instead, click on Speed Dial for the appropriate phone instead of Busy Lamp Fields.
The number of BLFs available are determined by the Phone Button Template. The complimentary BLFs section will not appear on the phone.
-
To add a new BLF, click the
on a blank line. You will have the following options to fill in, only the Destination and Label are required
Destination - This has to be a number, it can be shorter than 11 digits to act as a shorten dial, such as a 4-digit dial by filling in the first 7 digits of the number (including the 1 at the front)
Label - This is what shows on the display of the phone/sidecar, usually the destination's name
Directory Number - This is the same thing as the Destination and is usually not used, use one or the other, not both. It has to be an 11-digit number on the network.
Partition - This is required if the Directory Number is filled in, otherwise leave it blank.
Call Pickup - Allows the user to pickup the phone (usually for pickup groups), this will usually be unchecked
Click the
when you are done with this BLF to add it
To remove a BLF, click the
next to an existing BLF.
-
To reorder the BLFs you can either:
Individually click the
arrows to move a BLF up/down 1 line at a time.
Click and drag the
up or down to move a BLF multiple lines at a time.
Click Apply once all changes are made to save it to the phone. Usually the phone will automatically reboot to take the change, if not then reboot the phone manually.
Do Not Disturb
Most Cisco Phones have a Do Not Disturb function that will automatically send all calls to voicemail or play a message indicating the user is not available. While there is a button on the phone itself to enable/disable this feature, you may need to toggle it remotely, which can be done through Kurmi.
From the Kurmi User page, modify the Cisco - Deskphones.
Check to enable (or Uncheck to disable) the box next to DND.
Click Apply.
Changing the Line Order
This works the same for all devices. If you want to change the order in which the lines appear on the phone, you can easily manage this by following the below steps. Note: The Owner ID is which line the phone is assigned to for the purpose of the Kurmi User, this line should not be removed from the phone and is usually the first line on the phone.
From the Kurmi User page, modify the Cisco - Deskphones.
In the Associated Lines field, you can add, remove, and change the order of the lines.
Will remove the Line from the phone, this does not remove it from the Kurmi User, just from showing up on this specific device. If you also want to remove it from the Kurmi User (to completely remove it from the profile), see Removing a Service.
lets you reposition the Lines, you can either click and drag the dots to move it more than one row at a time or click the up/down arrows to move it a single row at a time.
Clicking on the blank line at the bottom of this field will let you type in or choose from the available numbers to add a line to a device. Note: The line must already be associated with the Kurmi user either as a Single User Line or Shared Line.
Click apply once you're done making the changes.
Performing a "Hot Swap"
If you need to swap out a faulty phone with a new one, you may be able to perform a "Hot Swap". A "Hot Swap" will keep all the same settings and just directly copy everything over to the new phone. In order to do this, the new phone cannot exist in Kurmi yet and it must be the same model as the previous phone. If the phone does already exist, you can remove the phone and then perform the "Hot Swap". However, if the model number is different, then you will need to Add a Hard Phone instead.
From the Kurmi User page, modify the existing faulty phone (Cisco - Deskphones).
-
Change the MAC to the MAC of the new Device
You Must leave the SEP at the front or it won't work
Click Apply
Jabber
Adding a Jabber
Important! To have both a Jabber and a Deskphone simultaneously, the user's profile must be Enhanced.
You can add a Jabber from the Kurmi User page. There are multiple Jabber profile types depending on which device they are using it on.
| Cisco Jabber - Collaboration for Desktop | This is for Windows |
| Cisco Jabber - Collaboration for Android | This is for Android Smartphone, and some Chromebooks |
| Cisco Jabber - Collaboration for iPhone | This is for iPhones/iPad |
| Cisco Jabber - Collaboration for Tablet | This is for Android Tablets and some Chromebooks |
By default, most of the settings are already setup. If a setting is not in the table below, it should not be changed.
| Enable User for Unified CM IM and Presence | Checking this box turns the chat feature on/off. It is checked by default, uncheck it if you don't want the chat feature on. |
| UC Service Profile |
There are two indicators you need to verify match the User's profile: Migration 1 or 2/CXN1 or CXN2 - refers to which Unity the voicemail is on, this needs to match or the voicemail feature will not work on Jabber. NoIMP - These profiles should be picked if you uncheck the checkbox above. NoIMPNoVM - This should only be picked if the user has no voicemail across all lines on the Jabber. |
| Css |
By default, this is CSS_C*_DEV where * is the cluster the profile is on. Some agencies have specific CSS that would need set instead.
Some agencies need an encrypted Jabber to work. If you need Jabber to be encrypted then pick CSS_C*_DEV_Encrypted instead. Important! Encrypted should only be picked if it is specifically used by your agency, it will cause issues with logging in otherwise. |
| Device Pool | This should either be DP_C*_JABBER^ where * is the cluster the profile is on and ^ is a number, or your agency specific device pool. |
| Device Security Profile | By default this is set to non-secure and should only be changed to either Encrypted or SIP TLS if you are setting up an encrypted Jabber. |
| CAPF Operations | If you are setting up an encrypted Jabber, you will need to set this to Install/Upgrade and then pick a date that is sufficiently far in the future (usually the end of the month, end of next month, or end of the year). See Certificate Renewal for more information. |
Encrypted Jabber
Certificate Renewal
Encrypted Jabbers require a Certificate to use. This Certificate is unique to a specific computer and install of Jabber. As such, if a user changes computers, Resets Jabber or Re-installs Jabber, they will need a new Certificate. To renew the Certificate of an Encrypted Jabber, use the following steps:
Modify the Jabber Service from the Kurmi User page.
Change the CAPF Operations to Operation Lists.
Make sure Certificate Operation is Install/Upgrade (it will be this by default).
Click on calendar icon or the blank line next to 'Operation Completes by...', this will pull up a calendar.
Pick a date sufficiently far in the future (we usually use the end of the current month or end of the next month if the current date is in the last week of the month or the end of the year).
Click Apply
Line Changes
Voicemail
Creating a Voicemail
When creating a voicemail in Kurmi, most of the settings are automatically set by default. There is one setting that you need to verify is correct which determines which server the voicemail is on. Optionally you can also set the Voicemail Notification and Voicemail to .wav features during creation as well.
From the Kurmi User page, add a Cisco Unity - Voicemail service.
If you have more than one number under Cisco - Lines on the profile, you will need to pick which one you are wanting to use. You can do this by clicking the blank line next to Cisco - Lines *.
Important! This is the setting you need to make sure is correct. If the Voicemail Profile says CXN2, then you MUST change the Equipment to 'Voicemail Cluster C2 0'. In general, do not change the Voicemail profile, just make sure the Equipment matches (CXN1 = C1, CXN2 = C2).
The rest of the settings are already setup and you can click apply.
Voicemail Email Notifications
Notification of Voicemail
You can enable voicemail notifications to let you know when you have a voicemail, this method will not provide the actual message, it will only tell you that you have a message. To enable this feature:
Modify Cisco Unity - Voicemail from the Kurmi User page.
Check the box for 'Activation of SMTP notification'.
Enter the email address in the 'Recipient of SMTP notification' field.
Click Apply.
Voicemail to .wav
Voicemail to .wav notifications will send an audio file of your voicemail to you. If you have the email set on the Kurmi User page, then the Relay Address will be automatically populated when setting it up.
From the Kurmi User page, modify Cisco Unity - Voicemail.
You will see the option for Voicemail: Accept the message. Change this to Accept and relay the message.
Put the email in the Relay Address if not already filled in and click Apply.
Note: For the .wav notification feature, you can only have one destination address. If you need to send it to more than one person, you will need to setup a Distribution List and set that as the Relay Address.
Speechview Text Transcripts
Important! Currently at this time, Kurmi does not have all the required settings available to enable Speechview and will require a ticket to CBTS in order to enable it.
You can modify the recipient using the same 'Recipient of SMTP notification' field from the Notification of Voicemail section.
Single User Lines
Call Forwarding
Call Forwarding allows you to send an incoming call either to voicemail or another number. This can either be done when the call is unanswered/busy. If a destination is set, it will prioritize the destination over the voicemail. You can modify the call forward settings by modifying Cisco - Lines on the Kurmi User page or modifying the Public Lines Service page.
No Answer/Busy
There are multiple settings for No Answer/Busy, generally speaking they should all be set the same.
| Call Forward <busy/no answer/not registered/on failure> to voicemail (internal/external) | If these boxes are checked, it will send the calls to voicemail in these instances |
| Destination for call forward <busy/no answer/not registered> (internal/external) |
This needs to be either blank or an 11-digit number.
|
| Duration | This is how many seconds the phone will ring before triggering the above settings. - This is 12 seconds by default, blank in this field is equal to the default 12 seconds as well. |
Call Forward All
Call Forward All will immediately send the call to voicemail or a destination. As with No Answer/Busy, if the destination is not blank it is turned on and takes priority over going to voicemail. Setting the destination to blank will turn this feature off.
| Update call forwards |
You must check this box to change the Call Forward All settings. Note: This does not turn the Call Forward All on/off, it only allows or prevents you from making changes. |
| Call forward all to voicemail of the line | Checking this will enable the Call Forward All to go to voicemail |
| Css for call forward all | By default, this should normally be the same Css as what is on the User's Phone/Jabber. |
| Destination for Call Forwarding - All Calls |
This needs to be blank to turn off Call Forward All. Anything other than blank will turn this feature on. This should be an 11-digit number like with No Answer/Busy |
Shared Lines
Public Line Members
A Public Line is a line that does not have a primary End User and is only a secondary line on all the devices it is associated with. To add a Public line, fill in the Cisco - Public lines* field with the 11-digit phone number. This field is also a drop down that will show you all of your Public Lines available to you.
If the line does not show up here, or says nothing to display, then it is most likely a User Line instead of a Public Line.
Once you fill in the Public Line, it will show you all the devices the user has to determine which devices you want to add it to, if you don't want to add it to the device, you can click the to remove it. You can also use the
to reorder the lines on the device. It will say Public Line #X until you apply the change to make it easy to know which one is being added.
Click Apply once done and it will update all the devices you choose to add the line to. By default it will add it to all devices at the end of list of numbers.
User Line Members
A User Line is a Line of another user. This means the number is a primary number for another user and belongs to them, but you want this user's device to be able to answer the phone too. A common example would be if you have 2 receptionists that need to be able to answer each others lines, or a secretary needing to answer their boss's line. Other than there being a primary user for the line, there is no difference between this and a Public Line. Adding a User Line works the same as adding a Public Line, except it will say 'Cisco - Lines*' and 'User Shared Line #X' instead of 'Cisco - Public Lines*' and 'Public Line #X'.
If the line does not show up here, or says nothing to display, then it is most likely a Public Line instead of a User Line.
External Mask
The External Mask is the number that is displayed on someone's Caller ID when you call them. By default this will show up as either the actual number itself or 11-Xs (XXXXXXXXXXX), this means to show the actual number. To change it, you will need to set it to an 11-digit number (no spaces/dashes/etc). Most commonly this will be the number you want them to call back on, such as the main number for your agency.
Important! 1700XXXXXXX and 1777XXXXXXX numbers are internal numbers and Most Carriers block external calls from them. As such, for these numbers to be able to dial out to another carrier, an External Mask using an External number (such as 1800XXXXXXX or 1614XXXXXXX) is required.
To change the External Mask, from the Kurmi User page, modify the Cisco - Lines.
Change the Displayed Number to a valid 11-digit phone number.
Click Apply.
Advanced External Mask Field on Device Component:
There is a second External Mask field that if it is manually set (it is blank by default), will override the Displayed Number Field. It is located on the phone component's link to the line (the same page you go to Fix the Text Label). If you follow the above instructions and it doesn't update/work, make sure this field is blank or also set to the correct number.
Pickup Groups
There are two ways to add a User to a Pickup Group. The first is to add the Pickup Group to the User. To do this, use these steps:
From the Kurmi User page, add a Pickup Group member
In the blank line next to 'Cisco - Lines *', type in the Number of the Pickup Group.
If you want to add multiple users at once, another way to do this is from Daily Management > Shared Services > Cisco - Pickup Groups. From there, you can find the Pickup Group you are wanting to add users to and click on it. Then from the top of the screen click on to manage the Pickup group members. From here you can add or remove multiple users simultaneously.
Single Number Reach
Single Number Reach (SNR) allows you to ring a separate non-CBTS phone, such as a cell phone, at the same time as your CBTS phone. To enable this, add a Single Number Reach from the Kurmi User page.
Note: SNR can only be added to the primary line on the profile. If it is needed on a secondary line, then we would need to set it for you. Any given line (especially a Shared Line) can only have one SNR profile on it.
| Destination Number |
This is the 11-digit number you want to be called (e.g. the cell phone number) |
| Destination Name |
This is a descriptive name to identify what it is (e.g. <user>'s Cell Phone) |
| CSS | This should generally be the same Calling Search Space of the user's Line, COS_3 is the default for most users. |
| Rerouting Calling Search Space | This is usually the Calling Search Space of the User's Deskphone/Jabber. This is usually CSS_C*_Dev by default where * is what cluster they are on. |
| Calling Party Transformation CSS | This is usually the Calling Search Space of the User's Deskphone/Jabber. This is usually CSS_C*_Dev by default where * is what cluster they are on. |
Setting a Schedule
You can set a schedule for when SNR is active by modifying the Remote Destination. In order to do this, follow these steps;
After a Single Number Reach profile has been created, go to the Kurmi User page, or the Cisco - Telephony or Cisco - Lines service pages.
-
At the top left of the page, click on
(Remote Destinations).
This option will only appear if the SNR profile exists.
If on the Kurmi User page, this is located under Functionalities > Remote Destinations.
Then click on the destination.
Click
Modify.
-
Under Ring Schedule, you can setup the schedule you would like.
Note that this is based on a weekly schedule and specific dates such as holidays cannot be set here.
Click
| Use Ring Schedule |
Toggles the schedule on/off. If it is Off/unchecked then SNR will always be active. If it is On/checked then it will adhere to the set schedule. |
| Time Zone | This uses the Standardized Time Zone format, Ohio uses America/New_York |
| Ring Schedule |
You can check which days of the week you want to be active. If a day is unchecked when Use Ring Schedule is enabled, SNR will be deactivated on that day for the whole day. If a day is checked, it will give you additional options for that specific day to choose when SNR is active. You can choose to either enable All Day or set a start and end time for each day that is enabled. |
| When receiving a call during the above ring schedule | The only option here is to have it always ring the destination when the schedule is enabled. If you want to disable SNR, then either remove SNR from the Kurmi User page instead (you can always add it back later) or adjust the active hours/days of the schedule to meet your needs for the week. |
Hunt Groups
Adding a User to a Hunt Group
There are two ways to add a User to a Hunt Group. The first is to add the Line Group of the Hunt Group to the User. To do this, use these steps:
From the Kurmi User page, add a Line Group member
In the blank line next to 'Cisco - Line groups*', type in the Name of the Line Group.
Note: This is not the Hunt Pilot number, but a descriptive name. When you click the line to type in it, it will also show you a list of all the Line Groups you have access to. Most Line Groups will start with 'LG_<agency>_'.
If you want to add multiple users at once, another way to do this is from Daily Management > Shared Services > Cisco - Line Groups. From there, you can find the Line Group you are wanting to add users to and click on it. Then from the top of the screen click on to manage the line group members. From here you can add or remove multiple users simultaneously.
Click apply once you are done making changes.
Identifying Hunt Group Members and the Line Group page
There are two ways to check if a user is part of a Hunt Group. You can check this from the Kurmi User Page or from the Line Group page.
Checking the Kurmi User
From the Kurmi User page, if under Package of the User, the entry "Cisco - Line group members" is bold, then they are a member of a Line Group. You can check which Line Group they are a member of by hovering over the button, clicking on it will take you to the Line Group page for that Line Group.
Checking the Line Group page
To check what members are part of a Line Group, go to Daily Management > Shared Services > Cisco - Line groups. From there you can see the Line Groups you have access to. You can use filters to search by the name of the Line Group or an individual User's line with the following filters:
Search by Line Group Name:
Search by User's line:
Then click on the Line Group you are searching for to go to its Line Group page. This will show you what members are part of a Line Group, as well as the settings of the Line Group.
Managing Line Group Members
From the Line Group page of the Line Group you are looking for: If you want to change the members order or add/remove them, click on the button to go to the Manage lines of the Line Group page. This page will act just like Adding a User to a Hunt Group except you can make multiple changes at once.
Advanced Managing a Hunt Group
Important! The name of Hunt Pilots, Hunt Groups, and Line Groups should never be changed, the format they use is required.
To manage a Hunt Group, go to Daily Management > Shared Services > Cisco - Line Groups and then click on the name of the Line Group you want to modify. Below is an explanation of the settings you can change:
Solicitation Time: This is how many seconds the Hunt will ring before moving onto the next member by default, or what the No Answer setting below it is set to.
Distribution Type: This determines how the Hunt decides to ring the Line Group members.
Broadcast - All members receive the call at the same time.
Circular - This goes in order starting with the first member, when the next call comes in, it will start with the next member in the list and then loop back to the top once it rings all members.
Longest Idle - This will ring whichever user's phone has been idle the longest first and then each user's phone descending based on their idle time from longest to shortest. Note: Idle is considered not touching the phone or being on a call, so pressing any button on the phone resets their idle duration.
Top-Down - This goes in order starting with the first member, when the next call comes in, it will start from the top of the list every time.
No Answer, Busy, and Not Available: This is how the Line Group handles the call when the current member it is ringing either is not available, busy, or doesn't answer. By default it will try the next member, and then the next group once all members have been tried.
Automatically Logout Hunt Group Member on No Answer: If the Line Group member does not answer the call, it will log them out of the hunt group so the Hunt no longer will attempt to ring that user until they log back in. Note: If all members are logged out, the Hunt will trigger its Not Available response.
Common Errors
Issue: The Kurmi User Name doesn't match the name on the individual Services/Components.
Resolution: Just change the Kurmi User Name to match the Services/Components. This isn't actually an error, Kurmi was initially built over a year prior to it going live and if the name changed in that time it wouldn't match. The Services/Components have the live information of what is currently set, so just updating the Kurmi User Name to match fixes this mismatch. Also, changing the Kurmi User Name to something different than what is set on the Services/Components will also update the Services/Components to match as well. Either way, changing the Kurmi User Name will fix this.
Error: "Impossible action: Duplicate credential found in history."
Resolution: This error advises that the password that was used has been previously used within the last 24 passwords and cannot be re-used. Please use another password.
Error: "Impossible action module: Could not invoke service.. Nested exception is org.codehaus.xfire.fault.XFireFault: com.cisco.unity.cuals.CuDbException."
Resolution: This error can mean a couple different things. Most commonly it means that you need to update one or both of the PIN and Password on the Kurmi User page. It can also mean that your pin/password doesn't meet the requirements or that you are trying to change it in the wrong place.
Issue: Resetting the password from the Kurmi User page doesn't update the PCA password (Jabber Voicemail)
Resolution: See Resetting only the PCA Password
Issue: I made an incorrect change
Resolution: You can only rollback changes you make.
From the Kurmi User page of the affected user profile:
Click on Change log at the bottom
Click the identifier of the change you made
Then click the rollback/restore button and click apply.
You will receive a confirmation of whether or not the rollback was successful or not.
If the rollback fails, you will either need to manually make the change or submit a ticket to us if unable.
Advanced Issue: One of the user's lines are duplicated under Cisco - Lines. The duplicated entry has an next to it, and when you click on it, it gives you a null error:
Resolution: This duplicate line doesn't actually exist in Call Manager and can be safely deleted. Just click the next to the duplicated entry with the null error on it and click apply. Important: Do not make any other changes when fixing this issue, you can make changes to the profile after the duplicate entry is removed.
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