CCNA Collaboration – Notes, Chapter 14

Communications Manager IM and Presence

CM-IMP Features and Architecture

  • Extends presence capabilities of CUCM beyond onhook/offhook
  • Show availability over instant messaging
    • Available, busy, away, etc.
    • Can be based on calendar availability
  • IM capability is available internally and externally (federated contacts)
    • Includes, group chat, persistent chat
    • Compliance – IM Logging and History

CM-IMP is tightly integrated with CUCM. CUCM provides call control and native presence signaling (on/off hook). 

CM-IMP provides central spot for user capabilities and status using standards based signaling.

SIMPLE – SIP for Instant Messaging and Presence Leveraging Extensions

XMPP – Extensible Messaging and Presence Protocol – Provides generic presence and federation functionaility

SOAP – Simple Object Access Protocol – access to CUCM database via XML and Jabber configuration profiles

CTIQBE – Computer Telephone Integration Quick Buffer Encoding – Remote control with MS Communictor

Jabber XCP – Provides presence, IM, contacts, messaging, call routing and policy + federation


Application interface where users can make/receive voice or video calls and instant message contacts and visually see voicemail. Presence is shown for contacts in the Jabber application. Chat is enabled using EXP (Extensible Communications Platform) using XMPP as the protocol

Jabber Operating Modes

Deskphone: Jabber controls the users desk phone to make/receive calls. The IP Phone must be registered with CUCM and associated to the user. Jabber communicates with the phone using CTIQBE – Computer Telephone Integration Quick Buffer Encoding.

Deskphone Call Flow: CTIQBE controls IP Phone from jabber client. XMPP is used for chat, all IM’s sent to CM-IMP

Softphone: Jabber registers to CUCM as a SIP device using a softphone based on CSF – Client Services Framework. CSF devices are created in CUCM

Softphone Call Flow: SIP signaling, registered with CUCM as CSF device. Downloads config from CUCM (DN, partitions, CSS, device pool). XMPP is used for chat, all IM’s sent to CM-IMP

Jabber - ability to change between softphone and deskphone modes

Jabber – ability to change between softphone and deskphone modes

Instant Messaging

Jabber provides TLS-secured chat and group chat.

Persistent chat – requires external database to store chat rooms and conversations – PostgreSQL via ODBC (Open Database Connectivity)

CM-IMP delivers messages to all logged-in devices of the user (IM Forking). When the user replies on a device, the next messages are only sent to that device used for the initial reply. Backwards compatibility for SIP-only presence clients is provided through an IM Gateway.

Voice Calls

sRTP – Secure Real Time Protocol is supported

SRST is supported in softphone mode with configuration on CUCM/CSF

Codecs support for softphone mode

  • G.711
  • G.722
  • G.729

Video Calls

Deskphone – Uses CAST (Cisco Audio Session Tunnel) and CDP to communicate between phone and jabber application. Deskphone must be enabled for video.

Softphone – Jabber uses CSF devices, enabled for video by default



  • Provide visual voicemail
  • control mailboxes, listen, send and delete messages
  • Communication with mailbox – IMAP (Internet Message Access Protocol)
    • Requires voicemail profile to be configured in CM-IMP


  • Click to call – Outlook
  • presence based on calendar availability
    • OWA, WebDAV interface
  • Use SIP for integration
  • Exchange Communication
    • Web Access


  • Credential and synchronize presence with outlook and exchange calendar


  • Escalate call to a conference
  • Communicates via HTTP or HTTPS, flash media


    CSF – Client Services Framework

    Foundation for all UC client software. Extends functionality of Outlook and Webex Connect.

    Core functionality – Voice and Video, secure communication with CUCM and communication with CM-IMP servers

    Only one CSF device can be installed on a PC at a time

    QOS Considerations

    Jabber marks traffic outbound from computer.


    Note: I did not have enough system resources to setup CM-IMP, I’ll share the steps needed to do each step, but no screenshots will be shared.

    End Users in CUCM

    1. Configure end user in CUCM
      1. Assign IM and Presence capabilities
      2. Enable CTI control
        1. CTI Allow Control – 69xx series phones
        2. CTI Allow Control of Phones Supporting Connected Xfer and conf – 89xx,99xx
    2. Associate DN with end user in CUCM
    3. Create CSF Device
    4. Associate CSF device to end user in CUCM

    Enabling End Users for Jabber

    CUCM Configuration Steps

    1. Access Voicemail
      1. Define mailstore in CUCM – User Management > User Settings > UC Service
      2. Define voicemail server
        1. UC Service, add new, Unity Connection
    2. Allow Deskphone Control
      1. UC Services page, add new
      2. Select CTI
    3. LDAP Directory
      1. UC Service, add new
      2. LDAP
    4. Define Presence
      1. UC Service, add new
      2. Select IM and Presence
    5. Create Service Profile
      1. User Management > User Settings > Service Profile, add new
      2. Name and desc
      3. Default or not for users on system
      4. Select voicemail, mailstore, directory, IM+P, and CTI profiles for UC Services
    6. CUCM Presence Signaling with CM-IMP
      1. Configure SIP trunk security profile – CM Administration > System > Security > SIP Trunk Security Profile
        1. Non Secure SIP trunk profile
        2. Transport – TCP+UDP
        3. Accept Presence Subscription, Accept Out-of-Dialog REFER, accept Unsolicited Notification, Accept Replaces Header
      2. Create SIP trunk – Device > Trunk
      3. Configure SIP PUBLISH on CM-IMP
        1. Presence > Settings

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