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Table of Contents Volume 1
Course Introduction
Overview
'
Learner Skills and Knowledge
1
Course Goal andObjectives
3
Course Flow Additional References
4 5
Cisco Glossary ofTerms
5
Your Training Curriculum
6
Introduction to Voice Mail
„
Overview
Module Objectives Voice-Mail Integration Overview Objectives
Id. 11
_
Voice-Mail Introduction
1"1 1£ 1"3 1_4
Single-Site Deployment
1"6
Centralized Multisite Deployment Decentralized Multisite Deployment Multiple Unified Messaging SystemsDeployment
1-7 1-8 1-9
Cisco Unity Connection Integration Options
Media-Stream Flows in a Cisco Unity Connection
Cisco Unity Connection Client Interfaces Cisco Unity Connection Administration Cisco Unity Connection RTMT Voice-Messaging Access Options
Summary References
General Requirements for Voice-Mail Integration Objectives Voice-Messaging Integration and Synchronization Cisco Unity Connection SIP Integration Digital Integration with Cisco Unity PIMG Units Supported Phone Systems for Cisco Unity PIMG Integrations Microsoft Exchange Integration User-Creation Options COBRAS Features
Voice-Messaging Features Message Notifications and Restriction Tables Cisco Unity Connection Call Handler Cisco Unity Connection Dial Plan
1-10 1-11
1-12 1-13 1-14 1-15
116 1~16
1-17 1-17 1-18 1-20 1-21 1-22 1-23 1-24 1-2o
1-26 1-27 1-28 1-29
Class of Service
1-30
Cisco Unity Express vs. Cisco Unity Connection Voice-Messaging Feature Comparison Cisco Unity Express Script Editing
1-31 1-32 1-33
Default Auto-Attendant Script
1-34
Voice-MessagingSystem Design Active-Active, High-Availability Deployment Digital Networkingwith Active-Active Pairs
1-35 1-37 1-38
Voice Profile for Internet Mail
1-40
Cisco Unity Express SMB Design Cisco Unity Express Enterprise Design Multiple Cisco Unity Express Design Cisco Unified Communications Manager Business Edition Multisite Deployment with Digital Networking
1-41 1-42 1-43 1-45 1-46
Traffic-Pattern Evaluation Example
1-47
Centralized Cisco Unity Connection SystemExample Cail Flows SRST and Cisco Unity Connection AAR and Cisco Unity Connection Additional Call-Flow Options
1-48 1 4g j_50 ^51 1_52
Summary
1 et
References Module Summary References Module Self-Check Module Self-Check Answer Key
^53 ^55 ^_55 -,_57 -5.59
Cisco Unity Connection in a Cisco Unified Communications
Manager Environment
2-J
Overview Module Objectives
2-i 2-1
Integrating with Cisco Unified Communications Manager
2-3
Objectives
2-3
Cisco Unity Connection Integration Options with Cisco Unified Communications Manager
2-6 2-7 2-8 2-10 2-15 2-16 2-17 2-18
Voice-Mail Profile Integration on Cisco Unity Connection Port Group Ports Integration Troubleshooter Tools Common Mistakes Cisco UnityConnection Integration via SIP SIP Trunk Route Pattern and Voice-Mail Settings SIP Integration on Cisco UnityConnection
2-19 2-20 2-22 2-24 2-26 2-27 2-28 2-30 2-32 2-33
Common Mistakes Summary References
2-35
Configuring the Cisco Unity Connection System Objectives
Cisco UnityConnection System Settings Overview General Settings vs. User Settings Cisco UnityConnection System Settings NTP Servers and Time Setting the Time Zone Time Zone Usage Schedules Holiday Schedule Cisco Unity Connection Distribution Lists System Distribution Lists Contacts Cisco Unity Connection Authentication and Roles Check for Trivial Passwords Roles
Cisco Unity Connection Restriction Tables Restriction Table Configuration Cisco Unity Connection LDAP integration 11
2-4
On-Net and Off-Net Calls Call Forward Options Cisco Unity Connection Configuration Voice-Mail Integration on Cisco Unified Communications Manager Hunt List Hunt Pilot MVUOnandOff Voice-Mail Pilot
Integrating Cisco Unified Com mum canons Applications (CAPPS] v8 0
2-36 2-36
__
2-37 2-37 2-38 2-39 2-40 2-42 2-43 2-44 2-45 2-46 2-47 2-48 2-49 2-51 2-53 2-54 2-56 2-57 2-59
©2010 Cisco Syslems Inc
Import of Users from LDAP LDAP Directory LDAP Authentication LDAP Service Parameters Search Base Advanced LDAP Settings
2-60 2-61 2-64 2-66 2-68 2-69
General LDAP Filter Introduction LDAP Filter Configuration Summary References
2-70 2-72 2-73 2-74
Using Cisco Unity Connection Partitions and Search Spaces Objectives
2-75 2-75
Cisco UnityConnection Dial Plan Components Comparing Dial Plans Cisco Unity Connection Dial Plan Configuring Partitions Configuring Search Spaces Assigning the Users to the Partitions
Assigning a Search Space to the Directory Handler Summary References
2-76 2-77 2-79 2-80 2-81 2-82
2-83 2-84 2-84
Implementing Cisco Unity Connection Call Management Objectives Cisco UnityConnection Call Routing
2-85 2-85 2-86
Port Monitor
2-88
Default Call-Routing Behavior Direct Call Routing Forward Call Routing Call-Routing Example Order of Call-Routing Rules Cisco Unity Connection Call Handler Types Call Handler Reachability Call Handler Example
2-89 2-90 2-92 2-93 2-95 2-96 2-97 2-98
Call Handler Comparison Call Handler Templates Call Handler Template Basics Transfer Rules Caller Input Greetings Message Settings System Call Handler Greeting Default Caller Input Option Caller Input Default Operator Call Handler
2-99 2-100 2-101 2-103 2-104 2-107 2-109 2-111 2-112 2-113 2-114 2-118
Operator Call Handler Default Operator is Not Available Operator NotAvailable Default Goodbye Call Handler Options Goodbye Call Handler Directory Handler Default Directory Call Handler Default Directory Handler User Listing Options Interview Handler Product Hotline Example
2-119 2-121 2-122 2-123 2-124 2-125 2-127 2-128 2-130 2-131 2-132
Summary References
2-134 2-135
©2010 Cisco Systems, inc.
Integrating Cisco Unified Communications Applications (CAPPS) vB.O
Configuring Cisco Unity Connection Users Objectives Cisco Unity Connection User Templates User Template Example Password Settings and Roles
2-137 2-137 2-138 2-140 2-141
Transfer Rules
2-142
Greetings
2-143
Call Actions
2-144
Message Actions and Caller Input TUi Experience Cisco Unity Connection User Alternate Extensions
2-145 2-146 2-147 2-148
Voice Mailbox
2-149
Mailbox Stores and Membership Message Aging Policy and Mailbox Quotas
2-150 2-151
Private Distribution Lists
2-152
Notifications Devices
2-153
User-Creation Options Cisco Unity Connection Class of Service User Access to Features
Summary References
Monitoring and Troubleshooting Cisco Unity Connection Objectives Cisco Unity Connection Troubleshooting
2-154 2-155 2-156
2-158 2-158
2-159 2-159 2-160
Reordei Tone
2-161
Call Forward to Cisco Unity Connection Route Pattern Affecting Call Forward Login Not v\torking PIN Not Accepted
2-162 2-163 2-164 2-165
MW Issues
2-167
MVU Status
2-168
VUong Greeting
2-169
Rules and Conditions
2-170
Time Schedule
2-172
Voice Messages
2-173
Call Handler Transfer Issues
2-174
Call Handler Issues
2-175
AAR and Cisco Unified SRST Issues Cisco Unified RTMT
Cisco Unity Connection Performance Counters Cisco UnityConnection Session Performance Counters Alert Properties Reporting in Cisco UnityConnection MVU Troubleshooting Macro Traces
Summary References
2-176 2-179
2-180 2-181 2-182 2-184 2-185 2-188
2-189 2-189
Module Summary
2-191
References Module Self-Check
2-192 2-193
Module Serf-Check Answer Key
Integrating Cisco Unified Communications Applications (CAPPS) vB 0
2-197
©2010Cisco Systems. Iric
CAPPS
Course Introduction ""
Overview IntegratingCisco Unified Communications Applications (CAPPS) v8.0 teaches learners the
integration optionsof Cisco Unified Presence, Cisco Unity Express, and Cisco Unity Connection. It describes voice messaging deployment scenarios, Cisco Unified Presence features, and troubleshooting mechanisms as well as Cisco Unified Presence and Cisco Unified Personal Communicator integration options with Cisco Unified Communications Manager.
Learner Skills and Knowledge This subtopiclists the skills and knowledge that learners must possessto benefit fully from this course. The subtopicalso includes recommended Cisco learningofferings that learners should first complete before taking the course.
Learner Skills and Knowledge • Working knowledge of converged voice and data networks • Basic knowledge of Cisco IOS gateways
* Working knowledge ofCisco Unified Communications Manager and Cisco UnityConnection
Cisco learning offerings: Introducing Cisco Voice and Unified Communications Administration (ICOMM) Implementing Cisco Unified Communications Manager, Part7(CIPT1)
Integrating Cisco Unified Communications Applications(CAPPS) v8 0
©2010 Cisco Systems Inc
Course Goal and Objectives This topic describes the course goalandobjectives.
arnerswith the necessary knowledge to d Cisco Unified Presence into a Cisco jmunications solution"
'3wnii:!?Gtions Apeicahons iCAPPS) v8 0
Upon completing this course, you will beable to meet these objectives: • Describe voice-mail integration options and requirements
• Implement Cisco Unity Connection in a Cisco Unified Communications Manager deployment
•
Describe howto implement Cisco Unity Express in a CiscoUnified Communications Manager Express deployment
•
Implement voice-mail networking usingVPIM
•
Implement Cisco UnifiedPresence and Cisco UnifiedPersonal Communicator
) 2010 Cisco Systems, Inc.
Course Introduction
Course Flow This topic presents the suggested tlow of the course materials. uars *
C curse Introduction
Cisco Unity Connection in a CiscoUrified
M
Introduction to Voice Mai
Implementation of asco Unity Express I h a Cisco Unlled
Voice Protile for
Communicaions
Comm unl catena
Internet Mail
Manager
Manager Express
fcnpie mentation
Environment
Environment
Cisco United presence
Implementation (Cont.)
(Com.)
unc Voice Profllefor
Q SCO U nfly Connection in a Cisco Unified
Communicaions
Manager Environment
Cisco Unity
> Implementation ot
Connectim in a Cisco Unified
Cisco Unity Express In a Cisco Unified
Com mimical on s
Commurtcalons
Manager
Manager Express
Environment
Environment
(Cor*)
(Cont.)
Internet Mail
implementation (Cont) Cisco Unified
Cisco Unified Presence
Im piomental Ion (Com.)
Presence
Implementation
The schedule reflects the recommended structure for this course. This structure allows enough
time for the instructor to present the course information andfor youto work througli the lab activities. The exact timing of the subjectmaterialsand labs depends on the paceof your specific class.
Integrating Cisco Unified Communications Applications (CAPPS) v80
) 2010 Cisco Systems, inc
Additional References This topic presents the Cisco icons andsymbols that are used in thiscourse, as wellas information on where to find additional technical references.
Cisco Icons and Symbols Cisco Unified
Network
Presence
Cloud
Cisco unity Comeclcfi
Cisco Unified
Messaging Gateway
Cisco ASA
Cisco Unified
Adaptive Security
Commuiications
Ap fiance
Manager Express Cisco Unified Communications
Manager Express wltt Cisco Urity Express
Cisco Glossary of Terms For additional information on Cisco terminology, refer to the Cisco Internetworking Terms and Acronyms glossary at
http://d()c\siki.cisco.coni/v\iki/CategoiT:Internetw'orking_Ternis__aiid_Acronyins_(ITA).
>2010 Cisco Systems, Inc
Course Introduction
Your Training Curriculum This topic presents the training curriculum for this course.
You are encouraged tojointheCisco Career Certification Community, a discussion forum that isopen to anyone who is holding a valid Cisco Career Certification (such as Cisco CCIE . CCNA\ CCDA\ CCNP*, CCDPS, CC1P\ CCVP*, orCCSf*). Itprovides a gathering place for Cisco certified professionals to share questions, suggestions, and information about Cisco Career Certification programs and other certification-related topics. For more infonnation, visit http:0\\\^w.cisco.conv'go/ceilifications.
Integrating Cisco Unified Communications Applications (CAPPS) vB 0
©2010 Cisco Systems Inc
Cisco Career Certifications: CCNP Voice Expand your professional options and advance your career Professional-level recognition in voice networking
Recommended Training Through Cisco Learning Partners
Expert knptertmnting Cisco Voice Commmictions andOoS
II i lessional
Wptemenffng Cisco UnifiecJ Communications Manager. Part 1
tnpfementmg Cisco UnifiedCommntjcattons Manager, Part 2 isociate
Troubleshooting Osco Untfterf Communicafions
Integrating Cisco United Communications Voice Netiwrking
©2010 Cisco Systems, Inc.
Applications
http: //www.ciSCO.rom/gafcerti tications
Course Introduction
Integrating Cisco Unified Communications Applications (CAPPS] v8 0
©2010 Cisco Systems Inc
Module 1
Introduction to Voice Mail Im
Overview The module introduces the Cisco Unity Connection and Cisco Unity Express voice-messaging systems and compares the parameters and features ofeach. The module discusses Cisco Unity
Connection integration options, including (but not limited to) integration with Cisco Unified Communications Manager. The module also examines various deployments in which Cisco
Unity Connection is placed as acentralized or decentralized voice-messaging application. This module provides an overview of the features that are discussed in the "Implementation of
Cisco Unity Connection in aCisco Unified Communications Manager Environment" module
Design examples show how and where to place Cisco Unify Connection and Cisco Unity Express. Afew examples will provide Cisco Unity Express and Cisco Unity Connection sizing and deployment considerations.
Module Objectives Upon completing this module, you will be able to describe voice-mail integration options and requirements. This ability includes being able tomeet these objectives:
• Describe voice-mail integration options, corresponding traffic flows, and available client interfaces
• Describe general requirements for voice-mail integration, including user-account
synchronization, redirecting-number explanation, call flows in SRST mode or under nobandwidth conditions, CoS implications ofMWI, and voice-mail notifications
~ I '. \ rr-F.oac\ „a Integrating Cisco Unified"Communications Applications (CAPPS) v8 0n
© Cisco Systems Inc >y 2010 ^uiu l. y
Lesson 1
Voice-Mail Integration Jtw
Overview Overview This lesson describes integration options and deployment scenarios for Cisco Unity Connection. Different technologies support Cisco Unity Connection single-site or multisite scenarios in centralized or decentralized deployments.
Cisco Unity Connection media streams represent the types of calls that Cisco Unity Connection receives An overview ofGUT access to Cisco Unity Connection discusses the configuration
options. The lesson also discusses tools such as Cisco Unity Connection Real-Time Monitoring Tool (RTMT) and Port Monitor and describes user access to voice messages via telephone user interface (TUI), GUI, andmessage notification.
Objectives
Upon completing this lesson, you will be able to describe the general requirements for voice-
mail integration. This ability includes being able to meet these objectives:
• Describe the role ofvoice-messaging systems in aCisco Unified Communications solution •
Describe the Cisco Unity Connection interfaces
Voice-Mail Introduction This topic describes the integration options and deployment models for Cisco Unity Connection.
J
", Active Directory for
Cisco Unified ;
Synchronization and Optional
Presence '<
Authentication
Calendaring to Cisco Unified MP". Cisco
Unified MPE"*, Exchange Server 2003 and 2007
Cisco Unified CM" AXUSOAP
lmpcrt>ng Users
Exchange
Set Forwarding Attnbutes
H*
Server
$
User TUI or
Cisco Voice View Express Personal Routing
• Cisco Unified CM =Cisco Unified Communications Manager " CiscoUnified MP= CiscoUnified MeetingRace
—Cisco Unified MPE =Cisco Unified MeetingPlace Express
Cisco Lmty Connection integrates messaging and voice-recognition components to provide global access to calls and voice messages for as many as 20,000 users per Cisco Unity
Connection server. Cisco Unity Connection advanced communication services offer \oice commands to place calls or listen to messages in hands-free mode. These services also offer commands lo check messages over the telephone or from adesktop, through an email inbox or a web browser.
Running on aLinux-based network appliance platform, Cisco Unity Connection has its own integrated message and data stores. Cisco Unity Connection can integrate with Cisco Unified Communications Manager. Cisco Unified Communications Manager Express, or traditional PBXs. Cisco Unit> Connection can be configured to import auser database from Cisco Unified Communications Manager by using the Administrative XML Layer (AXL) and Simple Object Access Protocol (SOAP).
Cisco Unity Connection can integrate with Microsoft Exchange Server lo deliver voice messages to an Internet Message Access Protocol (IMAP) email inbox. The Web-based
Distributed Authoring and Versioning (WebDAV) service allows users to import calendaring infonnation from Microsoft Exchange, forpersonal transfer rules.
Calendaring integration to Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express Microsoft Exchange Server 2003, and Web Services application programming interface
(WcbSvcs API) for Microsoft Exchange Server 2007 are available by using the Microsoft Exchange WebDAV protocol.
1-4
Integrating Cisco Unified Communications Applications (CAPPS) v80
>2010 Cisco Systems Inc
Microsoft Active Dtrectory integration is available by using the Lightweight Directory Access
Irotocol (LDAP) interface to synchronize Cisco Unity Connection usernames and passwords to Active D,rectory. Authentication for web-based application access is an optional feature of
Active Directory integration.
Cisco Unity Connection provides aTUI and avoice user interface (VUI). By using an IP phone
and Voice View Express, users can visually check and browse their mailboxes.
Mm
*-— >2010 Cisco Systems, Inc. Introduction to Voice Mail
1-5
Single-Site Deployment In its simplest form, Cisco Unity Connection can be deployed as astandalone server in aCisco Unified Communications solution.
Astandalone server supports as many as 20,000 voice-mail users.
Easy deployment and only one G711 codec; transcoders and trafficpattern evaluation are not necessary. Headquarters
WAN
PSTN
Cisco Unity Connection implementations range from a500-user integration that colocates with
Cisco Unified Communications Manager Business Edition, to aCisco Unity Connection server cluster that supports as many as 20,000 voice-mail users.
In asinde-site deployment, typically only one G.711 codec is used. Call Admission Control (CAC) or transcoders are unnecessary because no additional branches are connected via WAN connections, which typically use the G.729 codec is used.
The platform overlay determines the capacity, capabilities, and number of users that are supported When higli availability and redundancy are needed or when multiple locations arc
expected (now or in the fumre). then another deployment model miglit better meet the needs ot the organization.
Traffic patterns do not need to be evaluated when Cisco Unity Connection is used in asingle-
site solution. Modern LANs are high-speed Fast Ethernet or Gigabit Ethernet networks. One G711 call requests 80 kb/s on Layer 3. ACisco Unity Connection sewer that offers as many as HO voice ports requires 20 Mb/s (250 calls *80 kb/s per call).
1-6
Integrating Csco Unified Commumcations Applications (CAPPS) v8 0
©2010 Cisco Systems Inc
Centralized Multisite Deployment Lr, acentralized Cisco Unity Connection solution, the Cisco Unity Connection server and the
WAN aresmgle points of failure.
• Cisco Unity Connection and the WAN need to be highly reliable.
• Cisco SRSV offers voice messaging to branch IP phones during afailure
' t?anicSrs°Ver ** WN reqU're traffic-Pat,em evaluation, CAC, and Headquarters
G.729 Calls to Cisco
Unity Connection
For high availability, use aCisco Unity Connection cluster with two Cisco Unity Connection
servers mact.ve-act.ve mode. The WAN service level agreements (SLAs) should offer highly
available and redundant WAN connections from the headquarters to the branches. Despite such centralized votce-messaging system (similar to call-processing issues during aWAN failure). precautions, afailure could prevent the Cisco Unity Connection branch users from using the
In the case ofafailure, the Cisco Survivable Remote Site Voicemail (SRSV) router takes over
the voice-messaging ftmctionality for branch users and offers local voice-mail and auto-
attendant features. After the WAN has recovered, the Cisco SRSV router synchronizes with Cisco Unity Connection and changes back to passive mode, like Survivable Remote Site
Telephony (SRST).
When centralized applications are used, traffic patterns constantly change and must be PRX^H e' -,UPPOSe °mer ^25° users replaces PBX and local•; eXamP' voiee-ma.1 systemtHat w,th3CUS' acentralized Cisco voice-messaging Unified Communications system.a If 10 percent ofthe branch employees use the centralized voice-mail system simultaneously then
voice messaging bnngs 25 additional connections (25 calls *24 kb/s on Layer 3=60o7b)> o
the voice-traffic pattern for the Cisco Unity Connection application.
These 25 calls need also to be transcoded at the headquarters site, which might require
Vi^_.
additional digital s.gnal processor (DSP) resources. Carefully design centralized Cisco Unified Commtmtcafons systems, and consider the traffic pattern for voice mail, auto attendant, and
i 2010 Cisco Systems. Inc Introduction to Voice Mail W
1-7
Decentralized Multisite Deployment In adecentralized Cisco Unity Comiection solution, the Cisco Unity Connection clusters arc networked throughdigitalnetworking.
• Each sitehasitsown call-processing and voice-messaging system andis self-sufficient
• Digital networking connects the Cisco Unity Connection clusters • Messages aresent toremote users via G729 over the WAN Branch
Headquarters Cisco Unity
[CiscoUnity
Connection Cluster ,
Connection Cluster
Dtgiial Networking
v.ti-t
•-"-
Digital networking can be used only between identical voice-messaging systems, connecting
Cisco Unity Connection to Cisco Unity Connection or Cisco Unity to Cisco Unity. Traffic patterns in these deployments also change constantly; for example, as messages are sent to or received from users on the remote voice-messaging system. However, these messages,
which are sent via email, are not real-time streams, so the messages do not require quality ot
service (QoS). Calls to users at the remote site are calculated during the WAN design for call processing Therefore, these calls are included in the bandwidth-requirement calculations; WAN bandwidth usage is the same whether auser places acall or leaves amessage over the WAN. Still, transcoders are requested when using G.729 inthe WAN.
During aWAN failure, calls are rerouted automatically over the public switched telephone network (PSTN) and voice messages are left via PSTN. In adeployment ot two clusters with 15 000 users each, an enormous number of calls (and therefore, voice-messaging traffic) can occur between the locations. This situation is especially true in companies that work with virtual or distributed teams.
Integrating Cisco Unified Communications Applications (CAPPS) v8 0
© 2010 Cisco Systems, inc
Multiple Unified Messaging Systems Deployment Youcanjuse Voice Profile for Internet Mail (VP1M) to network Ciscovoice-messaging systems! Cisco Unity Connection, Cisco Unity, and Cisco Unity Express, and third-party productf mat support VPIM.
r • VPIM connects Cisco Unity Connection, Cisco Unity, and Cisco Unity '
Express
• CiscoUnified Messaging Gateways increase the scalability and manageability for large voice-messaging deployments. "^^ Headquarters
BrancM
| Cisco Unity
Cisco Unified Messaging Gateway is a software-based network module for Cisco integrated services routers (ISRs). The gateway acts as the central hub for Cisco Unity, Cisco Unity Connection, and Cisco Unity Express applications in unified messaging solutions, to provide intelligent routing for voice messages. Within a voice-messaging network, theCisco Unified m
Messaging Gateway exchanges subscriber and directory information among the Cisco voicemessaging solutions. The gateway also provides interoperability with third-party voicemessaging systems over VPIM networks.
Cisco Unified Messaging Gateway supports voice-messaging system registration and
autoregistration with Cisco Unity Express. The gateway also supports directory information
exchange, message routing, and message delivery, including system distribution lists (SDLs) and system broadcast messages (SBMs), multiple messaging formats, and dial-by-name with spoken-name confirmation across anetwork with many Cisco Unified Messaging Gateways. Cisco Unified Messaging Gateway supports one-to-one, active-standby failover. Each voice-
messaging solution registers with both primary and secondary Cisco Unified Messaging Gateways, if failoveris implemented in the network.
32010Cisco Systems, Inc.
Introduction to Voice Mail
Cisco Unity Connection Integration Options Cisco UnityConnection can integrate with phonesystemssuch as Cisco Unified Communications Manager and with qualified circuit-switched phone systems.
Cisco Unity Connection can be integrated simultaneously with different telephony systems
Cisco Unified Communications Manager can be integrated via SCCP or SIP.
Osco Urufied Commumcations 5V*M/^3T!J Manager Cluster via SCCP "^>0/**
Qsco UnifiedCommunications
Message
Cisco Unity
Store
Directory
/>*
.. ,4-/-
Manager Cluster via SIP "'^r/^-^yK'r
SIP PIMG. or TIMG
Cisco Unity Connection
Cisco Lnity Connection supports simultaneous integrations with multiple telephone systems. Cisco I nit) Connection supports Cisco Unified Communications Manager and Cisco Unified Communications Manager Express integrations through Skinny Client Control Protocol (SCCP) and Session Initiation Protocol (SIP). Circuit-switched phone-system integrations can
be accomplished througli the Cisco Unity PBX IP Media Gateway (PIMG) orTl IPMedia Gateway (TIMG) and a SIP trunk. For more information onwhich PBXs are supported, refer to the PIMC Integration Guide for Cisco Unity Connection Release #.a at lmp:V'\UY\\.L'i.ico.eonvVn/l.Vdoe^'\o^ aicintpime.litml.
Integrating Cisco Unified Communications Applications (CAPPS| w8 0
© 2010 Cisco Systems. Inc
Media-Stream Flows in a Cisco Unity Connection Media streams in Cisco Unity Connection can be categorized as directed calls, forwarded calls, and messatie notifications.
in
Direct calls; for example, voice retrieval Forwarded calls to Cisco Unity Connection
Message notification to phone, email, or pagers Headquarters
Cisco Unity Connection
Direct calls start at die IP phone and end atthe Cisco Unity Connection; for example, when an IP phone userpresses the Messages button to retrieve voicemessages.
Forwarded calls areforwarded to thevoice-messaging system; forexample, calls to an iP phone that is busy. Thecaller canleave a message for thecalled party.
Cisco Unity Connection can send message notifications to phones, email accounts, orpagers. A notification starts atCisco Unity Connection after a message isleft for avoice-mail user; for example. Cisco Unity Connection will send a notification to themobile phone of thecalled user.
M
sage notification calls interact with Cisco Unified Communications Manager. The voice-
I ports on Cisco Unity Connection need thecalling search space (CSS) to callthePSTN. If thd CSS isleft with the default value ofnone, then nocalls can bemade. Inaddition, restriction tables can besetona user basis inCisco Unity Connection. mi
) 2010 Cisco Systems. Inc.
L
Introduction lo Voice Mail
1-11
Cisco Unity Connection Client Interfaces This topic describes the Cisco Unity Connection GUI interface, Cisco Unity Connection tools, and user access to voice messages.
Cisco Unity Connection has a powerful administration interface:
» Perform daily jobs via the GUI: » Perform additional maintenance tasks via CLI (SSH).
Cisco Unity Connection Administration
Cisco Unity Connection canbe administered via a GUI. Browse to Cisco Unity Connection via http://IP/ccmadmin to administer these Cisco Unity Connection systems: •
Cisco Unity Connection Administration: Configure users, call handlers, mailboxes, system settings, and so on.
•
Cisco Unified Serviceability: Configure traces, activate services, set control center and Simple Network Management Protocol (SNMP)parameters, and so on.
•
Cisco Unified Operating System Administration: Set the parameters for IP, Network Time Protocol (NTP). and time; change the server version or reboot the server: access securitysettings (such as IPsec); upgradesoftware; and so on.
•
Cisco Unified Connection Serviceability: Start macro and micro traces; manage the cluster, reporting, and so on.
•
CiscoUnity Connection Disaster Recovery System: Back up and restore the Cisco Unity Connection system.
If GUI access is not working properly, then additional maintenance tasks canbe perfonned via command-line interface (CLI) via Secure Shell (SSH).
1-12
Integrating Cisco Unified Communications Applications (CAPPS)v3 0
© 2010 Cisco Systems. Inc
Cisco Unity Connection Administration The figure shows the main Cisco Unity Connection configuration menu.
The main part of the administration work is done in Cisco Unity Connection Administration.
Configure user templates, users, call handlers, systems settings, and telephony integration. Unity Connection Users
Cass of Service Templates Cjr-tarti
;£ Ditnburion List? i
\S Call Management
IE Message S'.orage
ji+ Nety.ori.ing j S D-al ^lan
]i*; System Settings IE T; leoheny Integrations i2
TjdIs
The primary administration work in CiscoUnity Connection happens in Cisco Unity Connection Administration. You can add and manageuser templates, add and manageusers, configure dial plans, and so on.
) 2010 Cisco Systems, Inc
Introduction to Voice Mat)
1-13
Cisco Unity Connection RTMT Cisco Lnity Connection RTMT is similar to Cisco Unified Communications Manager RTMT.
Use Cisco Unity Connection RTMT to view information: Thresholds can be set to automatically inform the administrator. Traces can be viewed.
• Port Monitor delivers real-time data about incoming calls to Cisco Unity Connection (calling, called number, and forwarded number).
You can use the tool to view Cisco Unity Connection information for the system, server,
performance, and tools. Port Monitor is helpful during troubleshooting. Port Monitor shows the calling, called, and forwarded number of the caller, in real time. Port Monitor also shows the current played greeting.
1-14
Integrating Cisco Unified Communications Applications(CAPPS) v8 0
©2010 Cisco Systems, Inc
Voice-Messaging Access Options Users can retrieve messages in different ways.
ce-nnessagm?
The user can retrieve messages in different ways:
•Cisco Untried PC =dxa Unified Personal Communicator |
Via TUL a user can use any phone (ora new phone client such asCisco Unified Personal
Communicator) to place acall to the Cisco Unity Connection system and retrieve messages. Via the GUI, a user can use an IMAP client to download an email message with an attached .wav file that can then be played on the computer. The Message Waiting Indicator (MWI) is synchronized after the user listens to the file. GUI users can also access Voice View Express, which is an IP Phone Service. This service allows users to browse through messages and directly access the most important message first, rather than playing messages in order (as TUI users must do).
When the message notification feature isinuse, Cisco Unity Connection sends the user a notification via phone, pager, oremail when a new message isreceived. When notification is
sent to aphone, the user is asked to enter aPIN while Cisco Unity Connection is calling. The MWI cannot be synchronized after the user listens to amessage that was sent via email to any email address.
>2010 Cisco Syslems, Inc
Introduction to Voice Mail
1-15
Summary This topic summarizes theprimary points thatwerediscussed in this lesson.
mi an
Cisco Unity Connection can scale from 500 to 20.000 users per server(or to 100,000 users per system, with digital networking). In both single-site and multisitedeployments, Cisco Unity Connection strengths can be supported by Cisco SRSV. digital networtdng, or VPIM with other Cisco voice-messaging products.
Cisco Unity Connection can be administered viaGUI and CLI. Cisco Unity Connection RTMT provides a viewofthe system and a performance summary of the Cisco Unity Connection server. Port Viewerprovides a real-time viewof incoming calls. Users can access messages via TUI or GUI, and Cisco Unity Connection can notify users when new messages arrive.
References For additional infonnation. refer to this resource:
•
Cisco Systems, Inc. FIMG Integration Guidefor Cisco Unity Connection Release 8.x. San Jose. California, February 2010.
http://\\^^v.cisco.corn/enAJS/docs/voicejp_comm/coimeclion/8x/integration7guide/pimg/c ucintpimg.html.
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Lesson 2
General Requirements for Voice-Mail Integration ^
Overview This lesson describes Cisco Unity Comiection integration options, including integration with
Cisco Unified Communications Manager, traditional PBXs, and other applications. The lesson
introduces Cisco Unity Connection features and gives an overview of how to size and deploy
Cisco Unity Express and Cisco Unity Connection in aCisco Unified Communications system Objectives
Upon completing this lesson, you will be able to describe voice-mail integration options and
requirements. This ability includes being able to meet these objectives:
• Describe the integration options for Cisco Unity Connection and various call-processine systems
• Describe the voice-messaging features ofCisco Unity Express and Cisco Unity Connection • Describe the scenarios in which you can place Cisco Unity Express and Cisco Unity Connection
• Describe the call flows ofCisco Unity Connection invarious Cisco Unified Communications system scenarios
Voice-Messaging Integration and Synchronization This topic describes the integration ofCisco Unity Connection with Cisco Unified Communications Manager, traditional PBXs, and other applications.
The voice-mail pilot and huntpilot are used to call the voicemessaging system.
Voice-messaging traffic can be secured. SCCP integration uses port 2000 or 2448.
I
i
Cisco United CM * Cisco Unified Com mm lealIons Manager
L
When integrating Cisco Unified Communications Manager with Cisco Unity Connection via Skinnv Client Control Protocol (SCCP). use the Voice Mail Port Wizard in Cisco Unified Communications Manager Administration. The Voice Mail Port Wizard asks for parameters
(such as number of voice-mail ports), automatically generates the voice-mail ports, and puts the ports into the line group. The hunt list and hunt pilot need to be configured manually. For the voice-mail profile and voice-mail pilot, use and modify the existing default entries. which existfor all users in the Cisco Unified Communications Manager system.
When auser presses the Messages button, Cisco Unified Communications Manager looks up the voice-mail profile and voice-mail pilot. For example, ifthe voice-mail pilot is configured with the number 2100. then the Cisco Unified Communications Manager searches for ahunt
pilot that has the number 2100. The hunt pilot looks up its configured hunt list, which then
looks up the line group. The voice-mail ports then are used as defined in the line-group parameter distribution mechanism; for example, round robin. On the Cisco Unity Connection system, the call enters via the ports that are the counterparts of the Cisco Unified Communications Manager voice-mail ports. The Cisco Unity Connection
ports can be configured for aspecific use. such as taking emails, setting the Message Waiting Indicator (MWI). and so on.
You can control call routing—in other words, how calls come in and leave the Cisco Unity Comiection system—via the portgroup or phone system.
Integrating Cisco Unified Communications Applications (CAPPS| v8.0
© 2010 Cisco Systems, Inc
Also. MWI must be configured with the same numbers—for example, 2110 for MWI on and 2111 for MWI off—on both sites. Cisco Unity Connection dials out the MWI number. The call
is extended to the Cisco Unified Communications Manager, which then dials the IP phone The
MWI is turned on or off. You can also manually dial numbers to test whether the MWI numbers can reach the IP phones; class ofservice (CoS) might prevent this behavior.
The SCCP integration uses port 2000, which is the standard SCCP port. IP phones also use this port: for example, to communicate with Cisco Unified Communications Manager The
communication between the IP phone and Cisco Unity Connection can be secured (on port 2448). which requires the use of certificates.
52010 Cisco Systems, Inc.
Introductionto Voice Mail
M9
Cisco Unity Connection SIP Integration Cisco Unified Communications Manager and Session Initiation Protocol (SIP) integration
requires fewer configuration elements that SCCP integration requires.
The voice-mail pilot and a route pattern are used to call the voice-messaging system.
Voice-messaging traffic can be secured. SIP integration uses port5060 or 5061. No explicit MWI numbers are required.
e
i
j
Cisco Untied CM =Cisco Unified Commiiricatons Manager |
When integrating Cisco Unified Communications Manager with SIP, you must first create a SIP trunk security profile. The SIP trunk, which points to the Cisco Unity Connection system. uses this profile.
Instead of ahunt pilot, aroute pattern (with, for example, the number 2100) is configured. The voice-mail profile and voice-mail pilot are used as they are in SCCP integration. When auser presses the Messages button on the IP phone, Cisco Unified Communications Manager takes the number that is configured in the voice-mail pilot (for example, 2100), then searches for a
route pattern that has that number. Cisco Unified Communications Manager then reaches Cisco Unity Connection via the SIP trunk. The number of ports is undefined in Cisco Unified Communications Manager.
On the Cisco Unity Connection system, the elements that are used for SIP integration are more or less the same compared to the elements that are used for SCCP integration. The ports are
configured to register with aSIP server, which is the Cisco Unified Communications Manager. The number ofports is specified in the Cisco Unity Connection system only.
MWI handling is different in SCCP and SIP integrations. SIP integration does not use explicit numbers for MWI on or MWI off.
SIP integration uses port 5060, which is the standard SIP port; IP phones also use this port; for example to communicate with Cisco Unified Communications Manager. Ihe communication between the IP phone and Cisco Unity Connection can be secured by using port 5061.
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*•
Digital Integration with Cisco Unity PIMG Units Legacy phone systems can send call infonnation, MWI requests, and voice connections through
the digital lines. ITiese lines connect the legacy phone system to the Cisco Unity PBX IP Media
Gateway (PIMG) units. The Cisco Unity PIMG units use SIP to communicate with the
Cisco Unity Connection server through the LAN or WAN.
Digital Integration with Cisco Unity FIMG Units 1The PBX sends call information. MVU requests, orvoice connections.
TheCisco Unity PIMG unit transmits the information via SIP
to Cisco UnityConnection.
Analog lines can be used to transmit information via dual tone multifrequency (DTMF) tones. Qgfal Lines
LAN or WAN
PBX
Cisco UnityPIMG Unit
Cisco Unity Conleclton
Cisco Unity PIMG products are integration devices that offer aLfgh-quality connection
between Cisco Unity Connection servers and an existing, traditU ml PBX. CiscoUnity PIMGis an 8-port, stackable integration device that emulates adigital or! lalogphone (station)on the PBXside,
'
52010Cisco Systems. Inc. Introduction to Voice Mail
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Supported Phone Systems for Cisco Unity PIMG Integrations Cisco Unity Connection supports Cisco Unity PIMG integrations with several phone systems.
Added support on a regular basis Avaya Definity G3 Avaya Oefinity ProLogix
Digital
Avaya S8300. Avaya S8500, and Avaya S8700 Mitel SX-200 Mitel SX-2000
Dgital
NEC NEAX 2400
Digital
Nortel MerirJan 1
Digital
RDlm 9751 9005
Dgital
Rolm9751 9006
&emensHiccm300E (European)
DTMF (analog)
SiemensHicom 300-senes E (NorthAmerican) Digital
Cisco Unity PIMG integration provides these integration features: Call forward to personal greeting Call forward to busy greeting Caller ID
L-asy message access
Identified user messaging MWI
Message access is simplified because Cisco Unity Connection identifies the user according to
the extension from which acall originates. Therefore, the user can retrieve messages without entering an ID. although apassword miglit be required. Also, Cisco Unity Connection can
identify auser who leaves amessage during acall, based on the extension from which a
forwarded internal call originates.
Cisco Unity Connection can be integrated with two or more phone systems at one time. For infonnation about the maximum supported combinations and instructions for integrating
Cisco Unity Connection with multiple phone systems, see the Multiple Phone System Integration Guide for Cisco I'nitr Connection Release 8.x at
http^www.cisco.com/enmS/docsA'oi^ tegratiorVcuc8xintmultiple.html.
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Microsoft Exchange Integration Cisco Unity Connection can interface with Microsoft Exchange Server through Internet Message Access Protocol (IMAP), which permits users to access email over the phone.
Cisco Unity Connection uses: • IMAP, to access email messages and read them over the phone, via text-tospeech
• WebDAVor WebS^s API. to access the calendar for free or busy status and personal contacts for name dialing
Appointment Information
My Personal Contaa*
Web-based Distributed Authoring and Versioning (WebDAV) provides access to calendars and personal contacts for Microsoft Exchange Server 2003. The Web Services application programming interface (WebSvcs API) provides access to calendars and personal contacts for Microsoft Exchange 2007. IMAP allows access to or sharing of messages that reside on a mail server. IMAP allows a
client to access remotemessagestores as if those stores were local. With IMAP,messages do not need to be transferred betweencomputers. Messaging Application Programming Interface (MAPI) allows the sending of messages from within another application and allows the creation of attachments. Typical programs that use MAPIincludeword processors and spreadsheets.
12010 Cisco Systems, Inc
Introduction io Voice Mail
User-Creation Options You can administer new users in Cisco Unity Connection in many ways.
Cisco Unity Connection users can be implemented in various ways:
1
\
1
\
I T
'Cisco Unified CM - Cisco Unified Communications Manager
User templates support manual configuration of new users. You can create multiple users in bulk by importing data from a .csv file. Alternatively, you can import users from Microsoft Active Directory or a Cisco Unified Communications Manager server. Users cim also be migrated from Cisco Unity. Administrators can use the Consolidated Object
Backup and Restore Application Suite (COBRAS) to migrate users, with or without their messages, from a Cisco Unity system to a Cisco Unity Connection system.
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—
COBRAS Features COBRAS is a set of tools that administrators can use to back up all subscriber, call-handler, public-distribution list, schedule, and routing-rule information. Administrators can also use COBRAS to restore some or all of that information to another Cisco Unity or Cisco Unity Connection server.
COBRAS Features
COBRAS performs object-oriented exports and imports: • COBRAS can import individual objects with related information, such as deleted mail for a single user.
* COBRAS provides migration services from specific versions of Cisco Unity and Cisco Unity Connection to Cisco Unity Connection Version 8.0. • Each platform and version require a specific COBRAS application version for both export and import operations/ 1 Find the most recent versions at
> .
Mgratbn Example
COBRAS Export Cisco Unity 5.0
COBRAS Impcrt Cisco Unity Connection 8.0
COBRAS is specifically designed to allow partial restorations, restorations to versions or products that are different than the source, and mergesof data from muhiple systembackups. COBRAS does not provide the same functionality as CiscoUnity Disaster Recovery Tools (DiRT). You cannotuse COBRAS to performa completebackup of the entire Cisco Unity database and restore it, as a whole, to a newserver. For information about supported versions of COBRAS, visit http://www.cisco.com or http://www.ciscoiinttytools.coni.
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Voice-Messaging Features This topic describes Ihe Cisco Unity Express and Cisco Unity Connection features that will he discussed in more detail in the "Implementation of Cisco Unity Connection in a Cisco Unified Communications Manager Environment" module.
lime Z011&& and hehediifes
Time synchronization affects time zones and schedules: • Time zones are required for multiple time-zone rollouts. - Schedules define business hours.
> In addition, holiday lists can be configured.
H
Time Zone+5 UTC
-* 'rt,^
li!V:fcZone -3 UK
Message Left at 1233
Business Hours 09.00-17 00
Non-Business Hairs and
Holidays, Christmas, etc
Time synchronization is important (and mandatory) for most applications. For a Cisco Unity Connection deployment that crosses multiple time zones, the time zones must be specified so that the messages are time-stamped with the correct time. Mailboxes or call handlers can be enabled only for business hours or for all hours. In addition, specific call handling can be configured for after business hours or for holidays.
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Message Notifications and Restriction Tables By default, standard message notification on Cisco Unity Connection is the MWI on the IP
phone. For mobile users, additional notifications can be set up.
Users can be notified if new messages are left: * Restriction tables define the calling rights. * CSSs are not user-individual. * Notifications calls ask for a PIN. MWI On or Off
Restriction
'" Table""'
Restriction Table for International Calls on
Phone
(Home, Mobile)
Psger
a Per-User Basis Email
(Business or Private Address)
Notification devices arephones, pagers, or email mailboxes. As manyas three phone devices canbe defined per Cisco Unity Connection user. As soonas a voicemessage is leftfor the user, the CiscoUnity Connection callsthe specified device; for example, the mobile number of message recipient. When the useranswers the notification call,Cisco Unity Connection
informs the user about the new voice message and asks the user to enter a PIN. After entering the PIN. the message is played and the MWI is turned off.
An email, with the messageattachedas a .wav file, can be sent to any email address. However,
if the enduser listens to a message that was sent viaemail, theMWI cannot be synchronized with the IP phone. On IMAP clients, the MWI is synchronized afterthe recipient listens to the .wav file.
User templates allow you to enable notification devices, but the user or an administrator needs
to configure the notification-device addresses; for example, mobile phone numbers or external email addresses. Toprevent a user from calling to international numbers, set uptherestriction tableto block cost-intensive calls. Thisrestriction is usually seton a system level but can be individualized per user.
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Introduction to Voice Mail
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Cisco Unity Connection Call Handler In Cisco Unity Connection call management, three different kinds of call handlers can be selected.
System call handlers are used for greetings and can offer the callerdifferentcall actionsper digit selection. Directory call handlers allow callers to search for users on the Cisco Unity Connection system or connected voice-messaging systems. The interview call handler asks a customer questions and records the answers of the callers. The recorded message can be sent to any voice-mail user. Three system call handlers are precon figured: goodbye, opening greeting, and operator. When a user who is not a subscriber or who does not transmit the calling number dials the general voice-messaging system number, the caller hears the opening greeting. The user is offered the
optionto enter an ID and PIN to log in to a personalmailbox.
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Cisco Unity Connection Dial Plan The dial plan in Cisco Unity Connection consists ofpartitions and search spaces.
Cisco Unity Connection Dial Plan The dial plan in Cisco Unity Connection is similar to the dial plan in Cisco Unified Communications
Manager: • By default, all users are inthe same default partition. • Asearch space includes partitions. • For example, a directorycall handler allows callers to dial users via the search spaces.
These entities can be compared to Cisco Unified Communications Manager partitions and
callingsearchspaces (CSSs).
• During the installation ofCisco Unity Connection, a name must be entered. This name is
the default name of the preconfigured partition and search space. Both are preselected in the user and call handler templates, so all new users or call handlers will belong to this
default partition and be assigned this default search space. • Asearch space can be used to control where adirectory call handler—and thus the callercan search for users when, for example, the caller selects the option todial a user ortosend
amessage. The search space can limit the caller to search on the current server only, on all servers, or in certain partitions only.
• For example, in amultisite scenario, the administrator can create adirectory call handler for each location. These site-specific directory call handlers can search for users only in the current site, not in the complete company directory. In another example, the administrator could place managers in amanager partition and create adirectory call handler that
prevents external users from dialing themanagers directly.
>2010 Cisco Systems, Inc
Introduction to Voice Mail
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Class of Service The tennCoS can be misleading. Thetennhas nothing to do with CoS as it exists in Cisco Unified Communications Manager, or with quality of service (QoS).
Class of Service defines which feature can be used by Cisco Unity Connection users, for example:
-c •Cisco Unified PC = Cisco Unified Persona Communicator
Rather, CoS describes which features Cisco Unity Connection users can use. The two default
CoS profiles are System and Voice Mail User. The Voice Mail User CoS supports these settings by default:
•
Timers allow the voice recording ofa name, ata maximum length of30seconds. The
maximum length for greetings is90 seconds, and the maximum message length is 300 seconds.
•
Us,ers are listed inthe directory sothat they can be found when callers search for them; tot-
•
example, via a directory call handler. Features that can be licensed aredisabled; for example, access to voice mail viaan IMAP client or Cisco Unity Inbox.
* Features that might generate additional costs, such as transfer rules, are disabled: for example. Cisco Unified Personal Communicator.
• Only an administrator can set the alternate extensions; otherwise, the feature might open a security hole within the Cisco Unified Communications solution.
• The number of private distribution lists and the members per private distribution list can be limited.
•
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Call Transfer for outgoing ortransferred calls can berestricted.
Integrating Cisco Unified Communications Applications (CAPPS) v8 0
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Cisco Unity Express vs. Cisco Unity Connection The figure compares Cisco Unity Express and Cisco Unity Connection.
Cisco Unity Express vs. Cesco Unity Connection • Cisco Unity Express modules can be inserted into Cisco Integrated Services Router (ISR) G2 Series routers.
• Cisco Unity Connection is installed on a Cisco appliance.
Users
300
20,000 per server
Messaging
Voice-mail integrated
Voice-mail integrated
Platform
Router-based
Linux server-based
(VMware Support) Redundancy
No
Active /active
Digital Networking
No
Yes
VRM Networking
Yes
Yes
Cisco Unity Express is a cost-effective, integrated voice-messaging and auto-attendant solution for branch- and small-office environments.
Cisco Unity Connection is avoice-mail system that runs on an easy-to-manage Linux platform for enterprise and midmarket customers.
) 2010 Cisco Systems, Inc.
Introduction to Voice Mail
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Voice-Messaging Feature Comparison The figure shows anoverview ofsome features that are supported onboth oreither the voicemessaging systems. r x&**JU£*Mi&*&tZa' £»*
\!e\u
Supports Cisco Unified PC"
No
Yes
AC Integration
No
Yes
Calendar Integration
No
Yes
Search Spaces and Partitions
No
Yes
Secure Messaging
No
Yes
Cisco Unified MG" Support
Yes
Yes
VPIM
Yes
Yes
DiBtnbulionLists
Yes
Yes
Message Notification
Yes
Yes
Scnpt Editing
Yes
No
•Cisco Unrfied PC = Cisco Unfed Personal Comminicator "Cisco Unified MG - Cisco Unfed Messaijng Gateway
The general features—such as distribution lists, message notification, and so on—are supported on both voice-messaging systems. Cisco Unity Connection has more options for integration to
other applications. Cisco Unity Express has a large advantage in the script editing feature. Formore information refer to thedocument Cisco Messaging Products: Feature Comparison at
http:'/www.Cisco. conv'enAJS/prod/coHatcral/voicesw/ps.67i{9/pb5745/pi>2237/ product data_sheut0900aecd8tH)bfc37_ps5520.Producti_Dala Sheet.html.
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Cisco Unity Express Script Editing TheCisco Unity Express Script Editoris likethe CiscoUnified Contact Center Express Script Editor; most steps aresupported. Youcan download and modify the existing default scripts.
Cisco Unity Express Script Editing Cisco Unity Express supports script editing: • Similar to Cisco Unified Contact Center Express scripting • Uses the Cisco Unity Express Script Editor
a 3 •
- a :!•-•'-•
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ft
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The upper-left part of the figure shows the step palette, with General steps, Session steps, Contact steps, and so on. These steps can be dragged and dropped to the script window in the upper-right of the figure. Variables, such as string variables, integer variables, and prompt variables, can be defined in the lower left. In the lower-left bottom is the debugging window, which shows logical errors (such as variable not used) or errors that are found during reactive debugging. The standard auto-attendant script can be modified; for example, so that calls from a certain
country are transferred directly to a support number. Knowledge of programming languages is helpful when writing and modifying the scripts.
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Introduction to Voice Mail
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Default Auto-Attendant Script The default auto-attendant script comes with the installation of the Cisco Unity Express Script Editor and can be modified easily. 'Hie default script welcomes callers and offers to dial by name, dial by extension number, or connect to the operator.
J.IIU.ll.liai.ill!IU|l.M.Ul.l)t.- n t
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4.2010 Cisco Systems, Inc.
Introduction to Voice Mail
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Additional Call-Flow Options The figure shows the functionality that a Cisco Unity Connection portmight offer.
Voice-mailports can offer differentfunctionalities, and a port can be dedicated to: Answer calls
Perform message notification Send MWI requests Allow TRAP* connections
The voice-mail port CSS determines whether calls can be made, in general.
TRAP is disallowed
\ •TRAP =Telephone RecorrJ and Playback
Add new ports, by server, inan active-active Cisco Unity Connection cluster. The licensing that was puichased with the Cisco Unity Connection server defines the available ports. The figure shows two ports that are dedicated for MWI dialout and six other ports that are used toperform message notification and to answercalls.
The pollscan be used anddedicated to the following events:
1-52
•
Answer calls
•
Perform message notification
•
Send MWI requests
•
Allow TRAP connections
Integrating Cisco Unified Communications Applications (CAPPS) v80
>2010 Cisco Systems, Inc
Summary This topic summarizes the primary points that were discussed in this lesson
Summary Cisco UnityConnection can be integrated with traditional phone systems, via PIMG. Via Microsoft Exchange Server integration, the calendaring function can be used in Cisco Unity Connection. For example, with COBRAS, Cisco Unity can be migrated to Cisco Unity Connection.
Many pure voice-messagingfeatures are supported on Cisco Unity Express and Cisco Unity Connection. Both systems have their strengths. Cisco Unity Connection offers many integration options and is highly scalable: Cisco Unity Express offers advanced scripting.
Cisco Unity Express can be placed in SMB networks or on enterprise networks supporting Cisco Unity Connection with Cisco SRSV.
SRST and AAR voice-mail calls require configuration of the alternate extension. Verify the gateways send and receive the redirected number
Voice-mail ports can be dedicated for a purpose; for example, to answer calls or set MWI.
References For additional information, refer to these resources:
•
Multiple PhoneSystem Integration Guidefor Cisco Unity Connection Release8.x.
htip://w-vv-w.cisco.com/en/US/docs/voice_ip_comm/connection/8x/integration/guide/ multiplejntegration/cuc8xintmuItiple.html. •
Cisco Unity Connection 8.0 Supported Platforms List at
littp:7wv\w.cisco.i:om/en/US/docs/voice_ip comm/'coimection/8x/supported platforms/ 8x cucspl.html.
•
System Requirements for Cisco Unity ConnectionRelease 8.x.
http:.'/\vwvv,cisco.com/enAJS/docs/voice_ip_conim/connection/8x/requiremenIs/ S\cucsysreqs.html.
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Introduction to Voice Mail
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Module Summary This topic summarizes the key points that were discussed in this module.
Module Summary Ciscovoice-messaging systems scale from 50 users to highly scalable and redundant systems with 100,000 users.
Depending on the deployment model, a voice-messaging product such as Cisco Unity Express or Cisco Unity Connection will fit best and can increasereliability when used in combination with a tool such as Cisco SRSV.
Cisco UnityConnection can be integratedwith Cisco Unified Communications Manager and traditional PBXs via SCCP,
SIP, or PIMG. Cisco Unity Connection allows integration with Cisco Unified Presence or Microsoft Exchange or Active Directory.
References For additional information, refer to this resource:
•
Cisco Systems, Inc. Design Guidefor Cisco Unity Connection Release 8.x. San Jose, California. May 2010.
http:';\vvv-\v.cisco.com/cn/US/docs/voicc_ip_comnvconnectioii/8.\/design/guidc/ 8x cited sl\. html.
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Introduction to Voice Mail
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Module Self-Check Use the questions here to review what you learned in this module. The correct answers and solutions are found in the Module Self-Check Answer Key.
Ql)
In CiscoUnity Connection navigation, there is a CiscoUnity Connection Serviceability and a Cisco Unified Serviceability entry. (Source: Voice-Mail Integration Overview) A) B)
Q2)
Q3)
Q4)
true false
Which three menus are available in Cisco Unity Connection Administration? (Choose three.) (Source: Voice-Mail Integration Overview) A)
User Management
B) C) D) E)
Class of Service Remote Users Call Management Dial Plan
Whichthree elementsare usedwhen integrating CiscoUnifiedCommunications Manager with Cisco Unity Connection via SCCP? (Choose three.) (Source: General Requirements for Voice-Mail Integration) A)
MWI on and off
B) C)
VM profile VM pilot
D)
Route Pattern
Which three call handlers existin Cisco Unity Connection? (Choose three.) (Source: General Requirementsfor Voice-Mail Integration)
Q5)
A) B)
system call handler directory handler
C) D)
extension handler interview handler
Howmany users with mailboxes does Cisco Unity Express support?(Source: General Requirements for Voice-Mail Integration) A) B) C) D)
Q6)
250 300 400 500
Which threecodecs are supported by Cisco Unity Connection? (Choose three.) (Source: General Requirements for Voice-Mail Integration) A) B) C) D) E)
) 2010 Cisco Systems, Inc.
G.722 G.726 G.728 G.729A GSM 06.10
Introduction to Voice Mail
Q7)
How many Cisco Unity Connection servers can be networked together? (Source: General Requirements for Voice-Mail Integration)
Q8)
A)
5
B) C)
8 10
D) E)
15 20
Which three options are available when configurmg the functionality on the voice ports in Cisco Unity Connection? (Choose three.) (Source: General Requirements for VoiceMail Integration) A) B) C) D) E)
Q9)
Answer calls. Send IM messages. Send VPIM messages. Send MWI requests. Allow TRAP connections.
Which Cisco IOS Software command do you need to configure on die branch router in SRST mode to allow users to press the Messages button and receive their voice messages during a WAN outage? (Source: General Requirements for Voice-Mail Integration)
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Module Self-Check Answer Key QD
A
02)
B.D.E
Q3)
A. B, C
04)
A, B. D
05)
A.D.E
Qfi)
A. C
Q7)
E
Q8)
C
Q9)
voicemi PSTNaccess code + voicemail pilot number of Cisco Unity Connection; for example, voicemail voicemail 914085552500
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Module 2
Cisco Unity Connection in a Cisco Unified Communications
Manager Environment mm
Overview This moduleexplains the optionsfor integrating Cisco UnityConnection with a call-processing system anddiscusses howto configure theseoptions. CiscoUnity Connection system settings arethe main parameters thatdefine the solution. Youcanuse the dialplanpartitions, and search spaces to limit the scopeof searches for CiscoUnity Connection objects in the directory. Call management includes call routingfor direct and forwarded calls to CiscoUnity Connection. This module presents the three kinds of call handlers and how to use them; for example, to buildan auto-attendant feature with Cisco Unity Connection. The module briefly explains user templates and users, as well as how to use CiscoUnity Connection classesof
service to enable features forusers. Finally, themodule discusses troubleshooting to identify the most common errors and how to use traces on CiscoUnity Connection.
Module Objectives Uponcompleting this module, you will be able to implement Cisco Unity Connection in a Cisco Unified Communications Managerdeployment. This abilityincludes being able to meet these objectives:
•
Describe how to use SCCPand how to use SIP to integrate Cisco Unity Connection with Cisco Unified Communications Manager, andcompare thesetwooptions
•
Describe Cisco Unity Connection system settings
•
Describe Cisco Unity Connection dial planpartitions andsearch spaces
•
Describe the Cisco UnityConnection dial plan, Call Transferoptions,and call handlers, including auto-attendant functionality and related templates
•
Describe user-account management optionsand user-related configuration elements,
including account policies, subscriber classes of service, and related templates •
Describe thetools that can beused tomonitor Cisco Unity Connection operation and to troubleshoot issues that relate to voice mailboxes and MWI
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©2010 Cisco Systems, Inc
Lesson 1
Integrating with Cisco Unified Communications Manager Overview This lessonexplains the difference between integrating CiscoUnity Connection with Cisco UnifiedCommunications Managerby using SkinnyClient Control Protocol(SCCP)and by using Session Initiation Protocol (SIP). The configuration for both protocols is presented in detail.
Objectives Uponcompleting this lesson,you will be able to describehow to integrateCisco Unity Connection with CiscoUnifiedCommunications Managerby using SCCPand by using SIP, and you will be able to comparethese two options. This ability includes being able to meet these objectives:
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Describe the options for integrating Cisco Unity Connection with Cisco Unified Communications Manager
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Configure voice-mail integration on Cisco UnifiedCommunications Manager
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Configure the integration components on Cisco Unity Connection
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Configure Cisco Unity Connection for a SIP integration
Cisco Unity Connection Integration Options with Cisco Unified Communications Manager This topic describes how to integrate Cisco Unity Connection with Cisco Unified Communications Manager.
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The figure shows the required steps to set up the integration for Cisco Unity Connection on Cisco Unified Communications Manager. Call classification differentiates internal and external callers. Call classification allows you to
modify the Call Forward behavior for internal and external communications and to implement security features, such as transfer limitation. You need to configure the Message Waiting Indicator (MWI) for on and off and set the class of service for MWI numbers. For example, when implementing Cisco Unified Communications
Manager Assistant, set the calling search space (CSS) for MWI numbers so that the manager phones are included and reachable by the MWI numbers. Otherwise, MWI might stop working for the managers.
The voice-mail pilot number is the same number as the hunt pilot, which points to the hunt list. The hunt list points to one or more line groups. A line group selects the voice-mail ports to which to extend the call. The configuration begins with the voice-mail ports.
The voice-mail pilot that most end users use should be set to be the default. Therefore, no individual voice-mail pilot settings are required on the Voice Mail Profile Configuration page. Only one defaultvoice-mail pilot can exist. Additional voice-mail pilots require individual voice-mail profiles.
The voice-mail profilepoints to the voice-mail pilot, which should be configured to be the default for most end users. The Directory Number Configuration page does not require a voicemail profileselectionwhen the defaults are used. Whenyou choose in the Voice Mail Profile drop-down list on the Directory Number Configuration page, the system default is used.
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>2010 Cisco Systems. Inc
In a few cases, suchas for numbers thatstart withan asterisk (*) or for theproxyline of an assistant, the voice-mail profiles might need to be modified. In such cases, use the voice-mail mask andenterthe manager number so thatthe assistant can usethe proxylinewiththe Messages button andcan directly access the manager mailbox. Or entera secondary number in the voice-messaging system, for the manager.
>2010 Cisco Systems, Inc.
Cisco Unity Connection in a Cisco Unified Communications Manager Environment
On-Net and Off-Net Calls Calls can be classified as on- or off-net at the following points: route patterns, intercluster trunks (ICTs). and gateways.
Call classification can be designed for route patterns, ICTs, and gateways. IP phones are classified as internal callers. •*•
Route Pattern
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Outbound Classification
Outbound and Inbound Classification
Outbound and
Inbound Classification
Gateway
At the route-pattern level, calls can be classified only in the outbound direction. For ICTs and gateways, calls can be classified in either the outbound or inbound direction. Calls cannot be classified in translation patterns. The default call classification is as follows:
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Route patterns are set to off-net.
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ICTs are set to the system default.
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Gateways are set to the system default.
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IP phones are always on-net and cannot be changed.
The call classification service parameter (systemdefault) is set to off-netby default.
When configuring route patterns, you can configure the Allow Device Override parameter. This checkbox is unchecked by default. Whenyou check the check box. Cisco Unified Communications Manageruses the call classification settingthat is configured on the associated gateway or ICTinstead of using the route pattern callclassification setting.
Integrating Cisco Unified Communications Applications(CAPPS) v8 0
12010 Cisco Systems Inc
*••
Call Forward Options Thefigure shows the Call Forward options to configure forthedirectory numbers in Cisco Unified Communications Manager.
Cai! Forward Options Call Forward relies on call classification and class of service. - Crf For—*>d ltd Camt Ptchdv (
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Set Call Forward to voice mail, based on internal and external callers.
For many Call Forward options, internal and external callers can betreated differently. Call Forward All(CFA) cannot distinguish between internal andexternal callers. However, call classification allows youto forward internal callers to a mobile phone and external callers to a voice mailbox.
Unless a CSS isset(inother words, if tliere are noroute patterns inthe partition), a destination cannot be entered. Respectively, a call cannot extend tothe configured number. For example, a number thatis entered forCFA at anIPphone will notbe accepted.
) 2010 Cisco Systems, Inc
Cisco Unity Connection ina Cisco Unified Communications Manager Environment
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Cisco Unity Connection Configuration The figure shows the Cisco Unity Connection configuration elements for integration with Cisco Unified Communications Manager.
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E; TZTJ The helpful configuration wizard in Cisco Unity Coimection controls the configuration flow for the integration. Thefirststep is to choose a phone system; for example, Cisco Unified Communications Manager. Cisco UnityConnection can also integrate with third-party callcontrol devices, by using SIP to connect to a PBXIP Media Gateway (PIMG).
When you begin to setup the port group on Cisco Unity Connection, the information thatvou enter must be identical to the Cisco Unified Communications Manager settings. Choose SCCP
or SIP andenterthe device-name prefix exactly as on the Cisco Unified Communications
Manager. This parameter isoften the source oferror when configuring the integration. Ifthe device-name prefix does notmatch, then thevoice-mail ports will notregister. Anexample of a device-name prefix is CiscoUMl-VI; the port number is added to the name automatically on both systems, for example CiscoUMl-V112.
Configure the MWI numbers. Take care that MWI onmatches MWI on and that die same is true for MWI off. Enable security if needed, and choose authentication or encryption for the communication between both systems.
Next, configure the ports and choose how theports will be used: Answer Calls, Perform Message Notification. Send MWI Requests, orAllow Telephone Record and Playback (TRAP) Connections. TRAP allows users to use the phone as a recording and playback device in Cisco Unit) Connection web applications and emailclients.
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) 2010 Cisco Systems. Inc
Toplan theportusage, refer to Cisco Unified Communications Manager SCCP Integration Guide for Cisco Unity Connection Release8.x at
http:/;\v\\M.cisc().com'''en'US/docs/voiceJp_comm/coniiectioii/8x/integraiioii/guide/cucin__sccp /ciirintaiaiiskinm .htmlor to Cisco Unified Communications Manager SIP Trunk Integration Guidefor Ctvco Unity Connection Release 8.x at
http://\vAvw.cisco.com/en/l!S/docs/voice_ip_comm/conneclion/8x/integratioiVguide/cucin_sip/c iicmtcucmsip.html.
Someports shouldbe configured to set MWI only. Doingso will prevent delayedMWIupdates that canresult from all ports beingused to answer calls. The number of configured portl must match the numberof ports on Cisco UnifiedCommunications Manager.
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>2010 Cisco Systems, Inc.
Cisco Unity Connection in a Cisco Unified Communications Manager Environment
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Voice-Mail Integration on Cisco Unified Communications Manager This topic describes how to configure CiscoUnifiedCommunications Managerfor integration with Cisco Unity Connection.
Navigate to Voice Mail > Cisco Voice Mail Port Wizard. * Add a new voice mail server C«co vora i n Ser/tt
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CaucUt -brnrtlj'hMQtfaicviIiqfM VUMrwiiwiWla^ Voice Mail > Voice Mail Port Wizard. The Voice Mail Port Wizard guides you through the voice-mail port configuration process. First, choose a voice-mail server name and click Next.
Then, choose the numberof voice-mail ports.This numberdepends on the server and the purchased license. In the example. 12voice-mail ports are configured.
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Integrating Cisco Unified Communications Applications (CAPPS)v8.0
)2010 Cisco Systems, Inc
Set up the voice-mail ports.
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Device Security Mode: From the drop-down list, choose a security mode toapply to the voice-mail port. Thedefault value specifies NotSelected. Other options areauthentication and encryption. For more information about configuring security for the voice-mail server, refer to the Cisco Unified Communications Manager Security Guide, Release 8.0(2) at http://wT.vw.cisco.com/en/US/docsA'oice_ip_comm/cucm/security/8_0_2/secugu7sec_802_c m.html.
) 2010 Cisco Systems, Inc.
CiscoUnity Connection ina CiscoUnified Communications Manager Environment
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Specify the directory numbers. - HIIHllH-Hlr tmUmt^t trnfOt* Btf l>6fl VfcCTU*lW»r W1 B*H»M• H*n4. fJ" Milt t*»tf * C«*lf Sat'* 5pK* It
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Set the first directory number and the external phone number mask.
Assign a partition. CSS, and AAR group
Enter the Cisco Voice Mail Directory Numbers settings:
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Beginning Directory Number: Enter the beginning directory number(for example, hunt pilotplus 1). In this example, thehuntpilotnumber is 2900. Therefore, thevoice-mail port numbers start with 2901. Each new voice-mail port receives the next available directory number.
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Partition: Choose the partition to which this set of directory numbers belong.
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Calling Search Space: Fromthe drop-down list, choose the appropriate CSS. Like an IP phone, thevoice-mail port hasa CSS on a device level. In addition, the directory number of the voice-mail port also has a CallingSearch Spacefield. Whenthe device-line approach is used, the directory number CSS is used for call blocking. The CSS on the device is used to allow all calls and to use the local gateway.
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AAR Group: Choosethe AAR group for this device. The AARgroup provides the prefix digits that are used to route calls that would otherwise be blocked because of insufficient bandwidth. An AAR group setting of specifies that no rerouting of blocked calls will be attempted.
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Internal Caller ID Display: Enter the text to display on the calling-party phone when a call is placed to this line.
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External Number Mask: Specify the mask to use to fonnal caller ID information for external (outbound) calls. The mask can contain as many as 50 characters. Enter the literal
digits that should be displayed in the caller ID infonnation, and use a stringof "X" characters to representthe directory numberof the device. The international escape character "+" can also be entered.
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Cisco Voice Add the voice-mai! ports to a line group. Oe)au i*art h vm t>wt* onw/ nmb&t« • Lhr Ore*)*
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• A new line group can be created, or the ports can be added to an existing line group.
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You need to add the voice-mail ports to a line group.Create a new line group or add the voicemailports to an existing linegroup. Click Next, and thenenterthe linegroup name. At this point, the wizard configuration of voice-mail ports is finished.
>2010 Cisco Systems, Inc.
Cisco Unity Connection ina Cisco Unified Communications Manager Environment
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A summary is displayed before you submit the configuration. -y!i.
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The wizard presents summary infonnation. (The example that is shown in the figure will be applied to the Cisco \oice-mail ports being created.) If the infonnation is correct, then click Finish to add the new ports. If the infonnation is incorrect, then click Back to edit the infonnation, or click Cancel to quit without adding any ports. After you click Finish, the Cisco Voice Mail Port Wizard Result is shown: Successfully create device CiscoUMI-VIl Successfully create number plan 2901
Successfully create devicenumplanmap for device/numplan CiscoUMIVI 1/2^01
Successfully create device CiscoUMI-VI12 Successfully create number plan 2912
Successfully create devicenumplanmap for device/numplan CiscoUMIVI12/2912
Successfully create linegroup CiscoUMI
Successfully create linegroupnumplanmap for number plan(s) (new/existing) linegroup CiscoUMI
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Ports were added successfully.
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to Line Group CiscoUMI. To start using these voice mail ports, you need to complete the following steps. (1' Add this Line Group to a new or existing Hunt List i2' Assign this Hunt List to a Hunt Pilot
After you choose 1 to add the line group,the GUI bringsyou automatically to Call Routing> Route/Hunt > Hunt List. The rest of the configuration must be done manually.
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Integrating Ciscs Unified Communications Applications (CAPPS) vB.O
>2010 Cisco Systems. Inc
Hunt List The hunt list groups the line groups for call distribution.
Hunt List
Add a new hunt list that points to the line group. - Hunt tt*4 IrtformatK
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• Enable the new hunt listfor voice mail.
* Add the line group; if you add more than one group sort them into the correct order.
Hum ListeW hUnl 11St and emer ^ HUnt 'iSt Parameters' 8° *» Call Routing >Route/Hunt > • Name.- Enter aname for the hunt list. The name can contain as many as 50 alphanumeric characters and any combination ofspaces, periods (.), hyphens (-), and underscore
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