Synchronizing User Profiles with Ivanti Neurons for ITSM

Ivanti Voice uses the Ivanti Neurons for ITSM (ISM) login ID to support integration with Ivanti Neurons for ITSM; however, Ivanti Voice does not support user names containing the @ or \ symbols. In this case, you may synchronize profiles using the SIP Username.

For softphone users, the Ivanti Voice username specified when you Create a User Profile becomes that user's SIP Username. If a user with a softphone extension does not have an SIP Username, Ivanti Voice displays a warning for that user's login displayed in the User List, and it places a warning in the log file (FoundationCfgSync.log) for the user.

If a user does not have an associated softphone, Ivanti Voice displays that user's ISM User ID in the User List.

You can view the User List through the Management Portal by clicking Users. You can also see the SIP usernames of Users that are configured as Agents by viewing the Agent ID column at Management Portal > Agents, Skills and Services > Agents.

Preparing Ivanti Voice to sync user profiles with Ivanti Neurons for ITSM

1. Prepare for user synchronization with Ivanti Voice in Ivanti Neurons for ITSM. Refer to Working with Ivanti Voice in the Ivanti Neurons for ITSM documentation.
2. Perform a backup of Ivanti Voice Server to protect historical data. Refer to Back Up Configuration Files Option.
3. Verify that your integration is properly configured. See Configuring Ivanti Voice and Ivanti Neurons for ITSM Integration for more information.
4. Change the UseSIPUname flag to 1.
   1. Navigate to the hostconfiguration.xml file found in your installation data folder. For example, most users' installation can be found at C > Program Files(x86) > Ivanti > IP Communications Management > Data.
   2. Open the hostconfiguration.xml file using a text editor.
   3. Under Certificate, find the UseSIPUname attribute.
   4. Set the value of UseSIPUname to 1.
5. Restart the IPCM Foundation Synchronizer service.
   1. On your keyboard, press the Windows key + R.
   2. Enter services.msc and press Enter.
   3. In the Services window, select IPCM Foundation Synchronizer from the list of services.
   4. Right-click on IPCM Foundation Synchronizer and select Restart.
   5. Remove all users except Admin from the Management Portal prior to initiating the synchronization in Ivanti Neurons for ITSM. See Delete a User Profile for more information.

Synchronizing Users from Ivanti Neurons for ITSM

1. Synchronize Ivanti Voice with Ivanti Neurons for ITSM from the ITSM Configuration Console. See Ivanti Neurons for ITSM Help for detailed instructions.

   You must associate a softphone device with a configured SIP Username in Ivanti Neurons for ITSM prior to synchronizing with Ivanti Voice.

2. Verify that users are synchronized in Ivanti Voice.
3. Navigate to the Management Portal >Users and confirm that the User List now displays the SIP Username under the Login field.