Capps Vol 1-3 - BW

Table of Contents
Volume 1
Course Introduction
Overview
'
Learner Skills and Knowledge
Course Goal andObjectives

Course Flow Additional References
3
4 5
Your Training Curriculum

Overview
Cisco Glossary ofTerms
Introduction to Voice Mail

Module Objectives Voice-Mail Integration Overview Objectives
Voice-Mail Introduction
Id.
11
1"1 1 1"3
Single-Site Deployment
Centralized Multisite Deployment Decentralized Multisite Deployment Multiple Unified Messaging SystemsDeployment
1"6
1_4
Cisco Unity Connection Integration Options
1-10
1-11
1-7 1-8 1-9
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
1-12 1-13 1-14

1-15
Summary
References
116
1~16
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
1-17 1-17 1-18 1-20 1-21 1-22 1-23 1-24

1-2o
Voice-Messaging Features Message Notifications and Restriction Tables Cisco Unity Connection Call Handler Cisco Unity Connection Dial Plan
Class of Service
1-26 1-27 1-28 1-29

1-30
Cisco Unity Express vs. Cisco Unity Connection Voice-Messaging Feature Comparison Cisco Unity Express Script Editing
Default Auto-Attendant Script
1-31 1-32 1-33

1-34
Voice-MessagingSystem Design Active-Active, High-Availability Deployment Digital Networkingwith Active-Active Pairs

Voice Profile for Internet Mail
1-35 1-37 1-38

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
Traffic-Pattern Evaluation Example
1-41 1-42 1-43 1-45 1-46

1-47
Centralized Cisco Unity Connection SystemExample Cail Flows SRST and Cisco Unity Connection AAR and Cisco Unity Connection Additional Call-Flow Options
Summary
1-48 1 4g j_50 ^51 1_52

1 et
References Module Summary References Module Self-Check Module Self-Check Answer Key
Cisco Unity Connection in a Cisco Unified Communications
^53 ^55 ^_55 -,_57 -5.59
Manager Environment
Overview Module Objectives
2-J
2-i 2-1
Integrating with Cisco Unified Communications Manager

Objectives
2-3
2-3
Cisco Unity Connection Integration Options with Cisco Unified Communications Manager
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
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
Common Mistakes Summary References
2-4
2-6 2-7 2-8 2-10 2-15 2-16 2-17 2-18
2-19 2-20 2-22 2-24 2-26 2-27 2-28 2-30 2-32 2-33
2-35
2-36 2-36
Configuring the Cisco Unity Connection System

Objectives
__
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
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 Integrating Cisco Unified Com mum canons Applications (CAPPS] v8 0
2010 Cisco Syslems Inc
Import of Users from LDAP LDAP Directory LDAP Authentication LDAP Service Parameters Search Base Advanced LDAP Settings
General LDAP Filter Introduction LDAP Filter Configuration Summary References
2-60 2-61 2-64 2-66 2-68 2-69

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
2-76
2-77 2-79
2-80 2-81 2-82
Assigning a Search Space to the Directory Handler

Summary References
2-83 2-84
2-84
Implementing Cisco Unity Connection Call Management

Objectives Cisco UnityConnection Call Routing
Port Monitor
2-85
2-85 2-86
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
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
2-89 2-90 2-92 2-93 2-95 2-96 2-97 2-98

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
2010 Cisco Systems, inc. Integrating Cisco Unified Communications Applications (CAPPS) vB.O
2-134 2-135
Configuring Cisco Unity Connection Users Objectives Cisco Unity Connection User Templates
User Template Example Password Settings and Roles
Transfer Rules
2-137 2-137 2-138

2-140 2-141
2-142
Greetings
Call Actions
2-143
2-144
Message Actions and Caller Input TUi Experience Cisco Unity Connection User
Alternate Extensions
Voice Mailbox
2-145 2-146 2-147

2-148
2-149
Mailbox Stores and Membership Message Aging Policy and Mailbox Quotas
Private Distribution Lists Notifications Devices
2-150 2-151
2-152 2-153
User-Creation Options Cisco Unity Connection Class of Service

User Access to Features
2-154 2-155
2-156
Summary
References
2-158
2-158
Monitoring and Troubleshooting Cisco Unity Connection

Objectives Cisco Unity Connection Troubleshooting
Reordei Tone
2-159
2-159 2-160
2-161
Call Forward to Cisco Unity Connection Route Pattern Affecting Call Forward Login Not v\torking PIN Not Accepted
MW Issues
MVU Status
2-162 2-163 2-164 2-165

2-167
2-168
VUong Greeting
Rules and Conditions
2-169
2-170
Time Schedule
2-172
Voice Messages
Call Handler Transfer Issues
Call Handler Issues
2-173
2-174
2-175
AAR and Cisco Unified SRST Issues Cisco Unified RTMT
2-176 2-179
Cisco Unity Connection Performance Counters Cisco UnityConnection Session Performance Counters Alert Properties Reporting in Cisco UnityConnection MVU Troubleshooting
Macro Traces
2-180 2-181 2-182 2-184 2-185

2-188
Summary
References
2-189
2-189
Module Summary
References Module Self-Check
2-191
2-192 2-193
Module Serf-Check Answer Key
2-197
Integrating Cisco Unified Communications Applications (CAPPS) vB 0
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.

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.

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
Communicaions
Implementation of asco Unity Express

I h a Cisco Unlled
Comm unl catena
Voice Protile for Internet Mail
Introduction to
Voice Mai
Cisco United presence
Manager
Environment
Manager Express
Environment
fcnpie mentation
Implementation (Cont.)
(Com.)
unc
Voice Profllefor
Q SCO U nfly
Connection in a Cisco Unified
Cisco Unity
Connectim in a Cisco Unified
Com mimical on s
> Implementation ot
Cisco Unity Express In a Cisco Unified
Commurtcalons
Internet Mail
implementation (Cont)
Cisco Unified
Presence
Cisco Unified Presence
Communicaions
Manager
Environment
Manager
Environment
Manager Express
Environment
Im piomental Ion (Com.)
(Cor*)
(Cont.)
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 Presence Network Cloud
Cisco unity
Comeclcfi
Cisco Unified
Messaging
Gateway
Cisco ASA
Cisco Unified
Commuiications
Adaptive Security
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.
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
Applications
http: //www.ciSCO.rom/gafcerti tications
2010 Cisco Systems, Inc.
Course Introduction
Integrating Cisco Unified Communications Applications (CAPPS] v8 0
Module 1

Overview
Connection integration options, including (but not limited to) integration with Cisco Unified Communications Manager. The module also examines various deployments in which Cisco
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
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.
Cisco Unity Connection in aCisco Unified Communications Manager Environment" module
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
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:
interfaces
Describe voice-mail integration options, corresponding traffic flows, and available client
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 n Integrating Cisco Unified"Communications Applications (CAPPS) v8 0
Cisco Systems Inc >y 2010 ûiu l. y
Lesson 1
Voice-Mail Integration
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
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.
receives An overview ofGUT access to Cisco Unity Connection discusses the configuration
Objectives
mail integration. This ability includes being able to meet these objectives:
Describe the Cisco Unity Connection interfaces
Upon completing this lesson, you will be able to describe the general requirements for voice-
Describe the role ofvoice-messaging systems in aCisco Unified Communications solution
Voice-Mail Introduction
This topic describes the integration options and deployment models for Cisco Unity
Connection. J
", Active Directory for
Cisco Unified ;
Presence '<
Synchronization and Optional

Authentication
Calendaring to Cisco
Unified MP". Cisco
Unified MPE"*, Exchange Server

2003 and 2007
Cisco Unified CM"

AXUSOAP
lmpcrt>ng Users
Set Forwarding Attnbutes
Exchange
Server
H*
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
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.
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
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
Distributed Authoring and Versioning (WebDAV) service allows users to import calendaring
infonnation from Microsoft Exchange, forpersonal transfer rules.
messages to an Internet Message Access Protocol (IMAP) email inbox. The Web-based
(WcbSvcs API) for Microsoft Exchange Server 2007 are available by using the Microsoft
Exchange WebDAV protocol.
Calendaring integration to Cisco Unified MeetingPlace, Cisco Unified MeetingPlace Express Microsoft Exchange Server 2003, and Web Services application programming interface
1-4
>2010 Cisco Systems Inc
Active Directory integration.
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
Microsoft Active Dtrectory integration is available by using the Lightweight Directory Access
and Voice View Express, users can visually check and browse their mailboxes.
Cisco Unity Connection provides aTUI and avoice user interface (VUI). By using an IP phone
>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
cluster that supports as many as 20,000 voice-mail users.
Cisco Unified Communications Manager Business Edition, to aCisco Unity Connection server
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
the organization.
expected (now or in the fumre). then another deployment model miglit better meet the needs ot
Traffic patterns do not need to be evaluated when Cisco Unity Connection is used in asingleHO voice ports requires 20 Mb/s (250 calls *80 kb/s per call).
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
1-6
Integrating Csco Unified Commumcations Applications (CAPPS) v8 0
Centralized Multisite Deployment

WAN aresmgle points of failure.
Lr, acentralized Cisco Unity Connection solution, the Cisco Unity Connection server and the
Cisco Unity Connection and the WAN need to be highly reliable.
Cisco SRSV offers voice messaging to branch IP phones during afailure
' t?anicSrsVer ** WN reqU're traffic-Pat,em evaluation, CAC, and

Headquarters
G.729 Calls to Cisco
Unity Connection
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
servers mact.ve-act.ve mode. The WAN service level agreements (SLAs) should offer highly
For high availability, use aCisco Unity Connection cluster with two Cisco Unity Connection
attendant features. After the WAN has recovered, the Cisco SRSV router synchronizes with
Telephony (SRST).
the voice-messaging ftmctionality for branch users and offers local voice-mail and auto-
In the case ofafailure, the Cisco Survivable Remote Site Voicemail (SRSV) router takes over
Cisco Unity Connection and changes back to passive mode, like Survivable Remote Site
the voice-traffic pattern for the Cisco Unity Connection application.
voice messaging bnngs 25 additional connections (25 calls *24 kb/s on Layer 3=60o7b)> o
When centralized applications are used, traffic patterns constantly change and must be PRX^H ; eXamP' e' -,UPPOSe mer ^25 users replaces a If PBX and local voiee-ma.1 systemtHat w,th3CUS' acentralized Cisco voice-messaging Unified Communications system. 10 percent ofthe branch employees use the centralized voice-mail system simultaneously then
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
These 25 calls need also to be transcoded at the headquarters site, which might require
i 2010 Cisco Systems. Inc

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
Headquarters
Branch
[CiscoUnity
Connection Cluster
Cisco Unity
Connection Cluster ,
Dtgiial Networking
v.ti-t
-"-
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,
Digital networking can be used only between identical voice-messaging systems, connecting
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
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. messaging solution registers with both primary and secondary Cisco Unified Messaging
Gateways, if failoveris implemented in the network.
Cisco Unified Messaging Gateway supports one-to-one, active-standby failover. Each voice-
32010Cisco Systems, Inc.
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/**

Message
Store
Cisco Unity
Directory
Qsco UnifiedCommunications
Manager Cluster via SIP "'^r/^-^yK'r
.. ,4-/-
/>*
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
mi
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.
) 2010 Cisco Systems. Inc.
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.
Cisco Unity 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
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
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
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.
1-16
Lesson 2
General Requirements for

Voice-Mail Integration
Overview
Cisco Unified Communications Manager, traditional PBXs, and other applications. The lesson
This lesson describes Cisco Unity Comiection integration options, including integration with
Cisco Unity Express and Cisco Unity Connection in aCisco Unified Communications system
Objectives
requirements. This ability includes being able to meet these objectives:
systems
introduces Cisco Unity Connection features and gives an overview of how to size and deploy
Upon completing this lesson, you will be able to describe voice-mail integration options and
Describe the integration options for Cisco Unity Connection and various call-processine
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
L
Cisco United CM * Cisco Unified Com mm lealIons Manager
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
Indicator (MWI). and so on.
ports can be configured for aspecific use. such as taking emails, setting the Message Waiting
You can control call routingin other words, how calls come in and leave the Cisco Unity
Comiection systemvia the portgroup or phone system.
Integrating Cisco Unified Communications Applications (CAPPS| v8.0
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.
is extended to the Cisco Unified Communications Manager, which then dials the IP phone The
Also. MWI must be configured with the same numbersfor example, 2110 for MWI on and 2111 for MWI offon both sites. Cisco Unity Connection dials out the MWI number. The call
communication between the IP phone and Cisco Unity Connection can be secured (on port
2448). which requires the use of certificates.
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
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.
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
Communications Manager.
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
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
The number ofports is specified in the Cisco Unity Connection system only.
configured to register with aSIP server, which is the Cisco Unified Communications Manager. 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.
1-20
integrating Cisco Unified Communications Applications (CAPPS) vB 0
Digital Integration with Cisco Unity PIMG Units

Cisco Unity Connection server through the LAN or WAN.
Gateway (PIMG) units. The Cisco Unity PIMG units use SIP to communicate with the
the digital lines. ITiese lines connect the legacy phone system to the Cisco Unity PBX IP Media
Legacy phone systems can send call infonnation, MWI requests, and voice connections through
Digital Integration with Cisco Unity FIMG Units

1The PBX sends call information. MVU requests, orvoice
connections.
to Cisco UnityConnection.
TheCisco Unity PIMG unit transmits the information via SIP
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
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, '
Cisco Unity PIMG products are integration devices that offer aLfgh-quality connection
52010Cisco Systems. Inc. Introduction to Voice Mail 1-21
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 NEC NEAX 2400 Nortel MerirJan 1 RDlm 9751 9005
Dgital Digital Digital 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
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
Message access is simplified because Cisco Unity Connection identifies the user according to 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
Integration Guide for Cisco I'nitr Connection Release 8.x at
Cisco Unity Connection with multiple phone systems, see the Multiple Phone System
http^www.cisco.com/enmS/docsA'oi^
tegratiorVcuc8xintmultiple.html.
1-22
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.
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.
1-24
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.
>2010 Cisco Systems. Inc.
1-25
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
-* 'rt,^
Time Zone+5 UTC
Message Left at
1233
li!V:fcZone -3 UK
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.
1-26
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""'
Phone
(Home, Mobile)
Restriction Table for International Calls on a Per-User Basis
Psger
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.
1-27
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.
1-28
Integrating Cisco Unified Communications Applications(CAPPS) v8.0
Cisco Unity Connection Dial Plan

The dial plan in Cisco Unity Connection consists ofpartitions and search spaces.

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.
callingsearchspaces (CSSs).
These entities can be compared to Cisco Unified Communications Manager partitions and 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
During the installation ofCisco Unity Connection, a name must be entered. This name is
default partition and be assigned this default search space. Asearch space can be used to control where adirectory call handlerand thus the caller-
amessage. The search space can limit the caller to search on the current server only, on all
servers, or in certain partitions only.
can search for users when, for example, the caller selects the option todial a user ortosend
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
prevents external users from dialing themanagers directly.
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
1-29
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; totexample, 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.
Call Transfer for outgoing ortransferred calls can berestricted.
1-30
)2D10 Cisco Systems. Inc
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
Platform
Voice-mail integrated
Router-based
Voice-mail integrated
Linux server-based
(VMware Support) Redundancy Digital Networking

VRM Networking
No No
Yes
Active /active 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.
1-31
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"

AC Integration Calendar Integration
No
Yes Yes Yes Yes Yes Yes Yes Yes Yes

No
No No No No
Yes
Search Spaces and Partitions

Secure Messaging
Cisco Unified MG" Support

VPIM DiBtnbulionLists
Yes
Yes
Message Notification
Scnpt Editing
Yes Yes
Cisco Unrfied PC = Cisco Unfed Personal Comminicator

"Cisco Unified MG - Cisco Unfed Messaijng Gateway
The general featuressuch as distribution lists, message notification, and so onare 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.
1-32
) 2010 Cisco Systems Inc
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
ft J
- a :!-'-
_j -'">
EH
H
1 w U
'_J "m
j:hcm"
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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.
i 2010 Cisco Systems, Inc.
1-33
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.<.lil.nill.i..n.^^l
V* ta row *wa>- n t
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s .* ..^.r-^v - 5=1**,~vd--*tii
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.-."-".r.
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*>-
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^ .**(_*=*! p,î mp *nf l.o'î
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4.<,f.- T..,r.,,., ,.,rf,.L

- v IJi"**!*,. i.f*i T ^ ^ r ) , , , Fl(l, .j^^-^.i
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*->
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3-- _ . !
I-*-* A . 'u '.-tl
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="! (..-el f.-,.
"'"
"'"
Ifas described earliercallers from the country code +49 shouldbe filtered and directly transferred, then the Ciet Call Contact hifo step, which reads out the calling number, is inserted.
Thecalling number is written into a stringvariable. An If stepcompares the country codeof the
caller, which is saved in the string variable, with the predefined value +49. If the calling number is from Germany, then a specific action can be taken; for example the Call Redirect step to transfer the call. Otherwise, the default script is executed.
Subflows (the Call Subflowstep) also can be integrated, to use other scripts or routines, as in
modular programming.
1-3-1
Integrating Ciscc Umfied Communications Applications (CAPPS) v8 0
Voice-Messaging System Design

This topic describes how to size and deploy Cisco Unity Express and Cisco Unity Connection
in different scenarios.
Sizing and Scaling Cisco Unit

Connection Servers \AAien sizing Cisco Unity Connection servers, some input values need to be specified.
Acall in any audio codec format that Cisco Unity Connection SCCP or SIP signaling supports is always transcoded to pulse code modulation (PCM) linear. Supported codecs in Cisco Unity
Connection are G.711 mu-law, G.711 a-law, G.722, G.729, and Internet Low Bitrate Codec
(iLBC).
From PCM linear, the recording is encoded in the recording format that isspecified in Cisco Unity Connection Administration, under System Settings >General Configuration. The
recordings can be encoded inPCM linear, G.711 mu-law, G.711 a-law, G.729A G726 or
GSM06.10;G.7I1 mu-law is the default.
when the line codec differs from the recording codec. For example, using G.729A as the line codec and G.711 mu-law as the recording codec does not place asignificant additional load on the Cisco Unity Connection server for transcoding. However, the iLBC and G.722 codecs
require more computation totranscode and therefore place a significant additional load onthe
Cisco Unity Connection server.
Note
Because transcoding occurs in every connection, there is little difference in system impact
ACisco Unity Connection server cansupport only half as many G.722 oriLBC connections
as G.711 mu-law connections.
To determine the number and configuration of voice-messaging ports that are required,
considerthe following factors:
The existing voice-messaging system: Evaluate how well the existing voice-messaging
many ports are needed for taking voice messages, for turning MWIs onand off, and for
message notification.
system functions, ifapplicable. This evaluation might give the designer some idea ofhow
1-35
Use of Cisco Unity Inbox orCisco Unity Connection ViewMail for Microsoft Outlook: Cisco Unity Connection uses Telephone Record and Playback (TRAP) toallow users ofthe Cisco Unity Inbox web client orCisco Unity Connection ViewMail for Microsoft Outlook client toplay and record voice messages by phone rather than by using speakers and a microphone. This feature is especially helpn.il for users who work incubicles, where there
is a lack of privacy. However, when a user uses TRAP to play or record a message, a port on the Cisco Unity Connection server is used. (No port is used when a user uses speakers and a microphone toplay and record messages.) Ifthe customer wants users touse TRAP.
calculations for the total numberof requiredvoice ports will need to take this need into
account.
Cisco Unity Connection cluster: In some cases, an existing voice-messaging system has
more voice-messaging ports than Cisco Unity Connection supports. When configured asa
Cisco Unity Connection cluster (an active-active, high-availability Cisco Unity Connection server pair), the Cisco Unity Connection system can support twice the number ofvoicemessaging ports, compared to a single-server deployment.
Digital networking: The customer can purchase additional Cisco Unity Connection servers orCisco Unity Connection cluster pairs. The customer can use digital networking to
connect these pairsandincrease the number of supported voiceports.
For Cisco Unity Connection systems that are configured to store voice mails only (not emails or faxes), base the server requirements on the total number ofvoice-storage minutes that are required for each user, Asupported Cisco Unity Connection server generally provides storage
for at least 20to 30minutes ofvoice messages peruser, for the maximum number ofsupported users on that server. For theexact amount of voice-message storage that is supported for each
server, see the Cisco Unity Connection 8.0 Supported Platforms List at
pi.html.
http://vv'vv'W'.cisco.coni/eii/US/docs/voicejp_conim/connection/8x/supported_platfonns/8xcucs
1-36
integrating O*co Unified Communications Applications (CAPPS) v8 0
Active-Active, High-Availability Deployment

voice-mail services in the event ofa Cisco Unity Connection system outage or disaster.
High availability and disaster recovery are two primary customer requirements for preserving
Active-Active High-AvailabNity
Cisco Unity Connection supports high availability and
redundancy: ' A maximum oftwo servers are supportedina clusterpair.
* One server is designated as a publisher.
Thesecond server isdesignated as a subscriberor secondary server.
Cisco Unity Connection supports atwo-server, active-active, high-availability solution to provide high availability and redundancy for voice messaging within a LAN site. Both servers in the active-active pair run Cisco Unity Connection; both accept calls, as well as HTTP and IMAP requests. Ifonly one server in the server pair is active, then Cisco Unity Connection preserves the majority ofthe end-user functionality, including voice calls, HTTP requests, and
IMAP requests. Lower-port capacity isavailable for taking voice calls.
scheme, in which there is always one publisher and multiple subscribers. However, in Cisco
One Cisco Unity Connection server is designated as the publisher node in the server pair. The other Cisco Unity Connection server is designated as the subscriber node in the server pair. The role separation is consistent with the Cisco Unified Communications Manager clustering Unity Connection, only two servers are supported for active-active, high availability. Each
Cisco Unity Connection server maintains its own directory and message database.
1-37
Digital Networking with Active-Active Pairs

Ifan organization has more users than a single Cisco Unity Connection server orcluster pair
can support, you can use digital networking tointernetwork multiple Cisco Unity Connection
systems.
DM Asmany as 20 CiscoUnity Connection serversor clusterpairscan be networked

togetner
Pars are supported over multiplegeographic locations. Created objects are homed on the Cisco Unity Connection location
An object created
here can be
deleted here only
Cisco Unity Connection supports digital networking of20 systems, where a system iseither a
standalone Cisco Unity Connection server ora Cisco Unity Connection cluster pair.
Note
Digital networking is not supported for usewith Cisco Unified Communications Manager
Business Edition.
Digitally networked Cisco Unity Connection systems automatically exchange directory

infonnation. Therefore, a user on one Cisco Unity Connection systemcan, by nameor
extension, dial out oraddress messages to a user onany other system, if the target user is reachable inthe search scope ofthe originating user. The networked systems function as though
they share asingle directory. Users do not need to know the location of other users. Users need only the name or extension number to address amessage to any user or system distribution list
in the directory.
Because digitally networked systems use Simple Mail Transfer Protocol (SMTP) transport for
both directory replication and message transport. Cisco Unity Connection locations can be deploved across geographic boundaries. Lach server that is joined lo the digital network must
be able to access all other servers onthe digital network directly through TCP/IP port 25. Otherwise. SMTP messages must be routable among the servers, througli an SMTP smart host.
Ifthe digital network includes aCisco Unity Connection cluster, then asmart host must be
available toresolve the SMTP domain ofthe cluster toboth the publisher and subscriber servers. This resolution isnecessary for message traffic toreach the cluster subscriber server it
thepublisher server is unavailable.
I-38
;201O Cisco Systems Inc
In a digital network, each Cisco Unity Connection object is created andhomed on a single
Cisco Unity Connection system, which is known as a Cisco Unity Connection location. An object canbe modified or deleted onlyon the Cisco Unity Connection system on which it was created. Each location has its own directory of usersand other objectsand replicates a subset of
these objects and their properties to other locations.
Thefollowing objects arereplicated in a Cisco Unity Connection digital network: users,

contacts, systemdistribution lists (including membership), locations, partitions, searchspaces,
and recorded voice names.
Bridgingtwo Cisco Unity Connection digitalnetworkscreatesa voicemaildomain. A voicemail domain requires all servers within it to be Cisco Unity Connection 8.0 servers and
can support a 100,000-user global directory.
.2010 Cisco Systems, Inc.
Introduction toVo.ce Mail
1-39

CiscoUnity Connection supports the Voice Profilefor InternetMail (VPIM)protocol
a^tjjaiufc** JaAla I
Toni
VPIM is an industry standard that allows different voice-messaging systems
to exchange voice and text messages. VPIM is based on the SMTP and MIME protocols
As many as 10 locations or systems are supported.

A maximum of 100,000 VPIM contacts are supported
VPIM is an industry standard that allows different voice-messaging systems to exchange voice and texT messages overthe Internet or anyTCP/IP network. VPIM is basedon the SMTP and
the Multipurpose Internet Mail Extension (MIME) protocols.
VPIM Networking is a licensed feature. CiscoUnity Connection can internetwork with voicemessaging systems that support VPIM version 2, as defined in Internet Engineering Task Force (IETF) RFC 3801. For a listof messaging systems that Cisco Unity Connection supports for VPIMNetworking, see the "Requirements for VPIM Networking" sectionin System
Requirements for Cisco Unity Connection Release8.x at
http://\\vvAv.cisco.cnni,t,n/USH-iocsA-oice_jp_comni/connecti(ni/8\/rcquirenieiUs''8\ciics\si,ct.i.>..li
tml.
Note
Cisco Unity Connection in Cisco Unified Communications Manager Business Edition is

supported
Cisco Unity Connection supports as many as 10 VPIM locations and 100.000 VPIM contacts in the Cisco Unity Connection directory. The same limits apply to thedirectory of one Cisco Unity Connection server orcluster pair and tothe global directory ina digital network. Ifboth VPIM Networking and digital networking aredeployed, then oneCisco Unity Connection location on the digital network should be designated as the bridgehead, to manage the configuration of VPIM locations and contacts. Managing these objects from a single location
simplifies maintenance tasks and avoids potential overlaps incontact information, which could
confuse users when they attempt to address messages.
1-40
)2010Cisco Systems. Inc
Cisco Unity Express SMB Design

Cisco Unity Express can be placed in small and medium-sized business (SMB) networks.
Cisco Unity Express SMB Design

Cisco Unity Express can be placed in SMB customer
networks:
SMB market for as many as 300 voice-messaging users per

locationand 32 voice ports.
"Offering voice mail, auto attendant, and IVR functionality.

Router also offers routing and security functionality, in addition tocall processing and voice messaging.
PSTN
WAN
drawback is that the router becomes apotential single point offailure.
The router offers call processing, voice messaging, routing, and security functionality The
The voice-messaging solution also offers auto-attendant and interactive voice response (IVR) functionality, voice messaging for as many as 300 users, and as many as 32 voice ports.
'2010 Cisco Systems, Inc.
1-41
Cisco Unity Express Enterprise Design

Cisco Unity Express can also be placed in distributed enterprise networks.
.*.-& vJiLj&irf#**-*j/*j&.^*"*rs-
Cisco Unity Express can be placed in enterprise networks:

Use Cisco Unity Express in branch locations that have slow speeds
or cost-intensive links.
- Cisco SRSV is used in centralizedvoice messaging systems for
backup, functionality is similar to CiscoSRST

Headquarters
i Cisco Unity
Cisco Unity Express Branch 1
I Connection Cluster
(SRSV). in case the WAN or the Cisco Unity Connection system at the headquarters fails. Cisco Unity Express can be placed in branches ifWAN links are slow or cost-intensive. In this
scenario, the voice-messaging traffic is kept local.
The router offers voice messaging, in the fonn ofCisco Survivable Remote Site Voicemail
1-42
Integrating Cisco Unified Communications Applications (CAPPS) v8 D
Multiple Cisco Unity Express Design

If multipleCisco Unity Express modules are deployedin differentbranch locations, the
management can be challenging.
Cisco Urn
Cisco Unity Express can be networked and managed centrally:

Cisco Unified Messaging Gateways networkCisco Unity Express locations.
The Cisco Unity Express rollout and maintenance can be centralized.
Cisco Unified MG"Messaging Network
Branch 1 ttif_
Branch 3
Brancn 2 {
Branch 4
| 'Cisco Unified MG =Cisco Unified Messaging Cat(way |
ACisco Unified Messaging Gatewaywhich can becompared with a gatekeepercan be deployed for centralized deployment and maintenance. Acomplete Cisco Unified Messaging Gateway messaging network consists ofone or more Cisco Unified Messaging Gateways and endpoints. These endpoints can beCisco Unity Express, Cisco Unity, orCisco Unity
Connection systems.
Amessaging network that iscontrolled byCisco Unified Messaging Gateway isa mix offully meshed connections (between Cisco Unified Messaging Gateways) and hub-and-spoke connections (between a Cisco Unified Messaging Gateway and its registered endpoints). Such a network introduces extra network traffic into the modern VPIM network, during endpoint registration, directory exchange, and Cisco Unity Express remote lookup.
During the Cisco Unity Express registration orderegistration process, XML messages between Cisco Unity Express and Cisco Unified Messaging Gateway use the HTTP request and
response format. Theregistration implementation has no keepalive mechanism between endpoints and the Cisco Unified Messaging Gateway. The implementation allows endpoints to
reregister with Cisco Unified Messaging Gateway withan expiration timerthat can be configured on the Cisco Unified Messaging Gateway.
The directory exchange messages are SMTP-based, and can be sent between Cisco Unity Express and Cisco Unified Messaging Gateway orbetween different Cisco Unified Messaging Gateways. Directory exchange between Cisco Unity Express and Cisco Unified Messaging
Gateway is invoked when a Cisco Unity Express system first registers with its primary Cisco Unified Messaging Gateway. Directory exchange is also invoked when any subscriber information is modified on Cisco Unity Express. When subscriber information changes, Cisco Unity Express accumulates the update onits own database until the configurable accumulation
timer is reached. Cisco Unity Express then sends the directory update to the primary
Cisco Unified Messaging Gateway.
>20lOCisco Systems, Inc
Introduction lo Voice Mail
A directory exchange between Cisco Unified Messaging Gateways can be triggered by inserting a new Cisco Unified Messaging Gateway into the network. Directory exchange can also be triggered by modifying any directory information on the Cisco Unified Messaging Gateways. The directory exchange between the Cisco Unified Messaging Gateways happens as soon as any infonnation is updated on any Cisco Unified Messaging Galeway in the network.
Cisco Lnity Express remote lookup provides a real-time method for Cisco Unity Express lo leam about the spoken name of a remote user and location infonnation. The remote lookup
process uses the HTTP request and response mechanism in the telephone user interface (TUI)
session.
1-44
Cisco Unified Communications Manager Business Edition

Cisco Unified Communications Manager Business Edition includes Cisco Unity Connection,
which supports as many as 500 users.
Cisco Unified Communications Manager
in smaller enterprise networks, Cisco Unified
Communications Manager Business Edition including Cisco Unity Connection can be deployed:
500 phones and voice mail users are supported.
Cisco Unified Communications Managerand Cisco Unity

Connection are on the same Cisco appliance. Neither redundancy nor high scalability are supported.
Cisco Unified
[Communications Manager"
Business Edition
The disadvantage of using Cisco Unity Connection within Cisco UnifiedCommunications Manager Business Edition is that it cannot be used in a redundant way. However, if the
business grows. Cisco Unity Connection within Cisco Unified Communications Manager
Business Editioncan be migrated to Cisco Unity Connection.
D2010 Cisco Systems, Inc.
1-45
Multisite Deployment with Digital Networking

If more than 500 user mailboxes are needed, then Cisco Unity Connection is the best choice. Cisco Unity Connection can scale from 500 users to 100.000 users.
A customer has a high demand for voice ports.
How many clusters are required for 10 percent concurrency with

30,000 voice-messaging users?
Cisco Unity
Connection Cluster
Cisco Unity
Connection Cluster
Cisco Unity
Connect on Server
Digital Networking
''wftN ',_
RSTN-
Headquarters
r-|-'4j
In the examplethat the figureshows, two locations each have 30,000users and a highdemand for Cisco Unity Connection voice ports. To serve 30,000voice-messaging users, at least two Cisco Unity Connection clusters are necessary. Each Cisco UnityConnection clusterserves
15.000 users, which can be load-balanced across two servers with 7500 voice-messaging users
each. These 7500users can use 250 voice-mail ports.The concurrency factor is 3.33 percent.
Fora 10- percent concurrency factor, six Cisco Unity Connection clusters persite arerequired. Each Cisco Unit; Connection cluster supports 5000 voice-messaging users, load-balanced across two Cisco Unity Connection servers with 2500users per server. If 250 ports are
available on each Cisco Unity Connection server, then 10 percent of the users can simultaneously use voice messaging (includingauto-attendant, message notifications, and so
on).
1-46
Integrating Cisco Unified Communications Applications (CAPPS) vB.O

Communications system, including centralized voice messaging.
Acustomer wants to migrate from an existing PBX network to aCisco Unified

Current customer scenario:
PBX with integrated voice-messaging system
Peak of 4 percent concurrency for centralized voice messaging

WAN unused for traditional voice
How much bandwidth isrequired ontheWAN links for G729 calls?
How many Cisco Unity Connection clusters are necessary?

HQ wth centralized
Voice Messaging
after migrating to acentralized voice-mail solution that uses the WAN for voice connections
via G.729 calls.
logger shows that apeak for voice messaging exists after lunch breaks on Monday and fhursday, with 4-percent concurrency. The customer wants to maintain this concurrency factor
The current PBXs each include avoice-mail system with amailbox for every user The call
2010 Cisco Systems. Inc. Introduction to Voice Mail 1-47
Centralized Cisco Unity Connection System Example

The figure shows an example ofacentralized voice-messaging solution.
Current customer scenario migrated to a Cisco Unified
Communications System with centralized voice messaging:

- Five Cisco Unity Connection serverseach serving 5110 users 4.89 percent concurrency for voice messaging
> 10 12Mb/s additional bandwidth is required at Headquarters.
- Three Cisco Unity Connection clusters are necessary.
48 kb/s
Three Cisco Unity Connection clusters with five Cisco Unity Comiection servers are required:
percent. If only four Cisco Unity Connection servers are used, the concurrency factor will fall
to 3.91 percent (6387 users per Cisco Unity Connection server).
for the bandwidth calculation, the result is 10.12Mb/s.
25 550 / 5=5110 users per Cisco Unity Connection server, so the concurrency factor is 4.89
For 10.000 users. 4 percent = 400 users * 24kb/s = 9.6 Mb/s For 500 users, 4 percent = 20users * 24kb/s = 480 kb/s For 50 users. 4 percent = 2 users * 24 kb/s = 48 kb/s
This calculation does not include Layer 2overhead. The requested bandwidth needs QoS for
voice traffic to be enabled including Layer 2 overhead.
1-48
Call Flows
This topic describes the call flows in different Cisco Unified Communications System scenarios, as well as the purpose of the Cisco Unity Connection ports.
Leaving or Retrieving a
Qsco Unity
Connection Calls
40S 555-2100
A PSTN phone calls an IP phono, which forwards the caH to Cisco Unity Connection.
The IP phone or mobile phone retrieves
messages.
Message notification is sent to the mobile phone.
A public switched telephone network (PSTN) caller dials the number 408 555-1001. The called
party has set a Call Forward All (CFA) to send calls to voice mail. The call is extended to the Cisco Unity Connection system.
The userof IP phone 1001 presses the Messages button to receive the voicemessages. Alternatively, the user can dial, fromany phone, the voice-messaging number408 555-2100. CiscoUnity Connection cannotify userswhennewmessages are recorded. TheCiscoUnity Connection system starts a call to the mobilephone, which requiresthe voice-mail port to have
the CSS to call the PSTN.
1-49
SRST and Cisco Unity Connection

When the WAN is unavailable, IP phones register with the Survivable Remote Site Telephonv (SRST) router. The figure shows how voice messaging is processed in SRST mode.
Add alternate extensions (E.164) in Cisco Unity Connection
RemoteSite
".^'^sr^'-^S': V
call-manager-fallback
voicamail 914DS3552300
^y ^y ^y
call-forward busy 9140S3552300
call-forward noan 914083552300 time out 5
By default, there is no activity when a user presses the Messages button after the IP phones have registered with the SRST router. When configured through the following commands, the IP phones can reach the mailbox in case of SRST fallback. Users can leave a message if the called user does not answering or is busy.
call-manager-fallback
voicemail 914083552300
call-forward busy 914083552300

call-forward noan 914083552300 timeout 5
When dialing out. voice translation rules on the voice gateway modify the calling number to the F.164 format for all Cisco Unity Connection users. ITierefore, add the alternate number (E.I64) for all Cisco Unity Connection users. Voice translation rules might also modify the redirected
number.
1-50
AAR and Cisco Unity Connection

The figure shows thecall flow in automated alternate routing (AAR) mode.
AAR and Cisco Unity Conrseeti

Hunt pilot needs to be set up for AAR. Redirecting numbers need to be transmitted.
- Outgoingon remote router and incoming on main router

AAR CSS on remote router needs to be set.
Cisco Unity Connection user needs an alternate E.164 number to be configured.

Main Site
When the WAN isbusy and the AAR process takes over call processing, the AAR process rebuilds the voice-mail number. This process combines AAR group, external phone-number
mask, and directory number; for example, 91 + 408355XXXX + 2300 = 914083552300.
Ifa caller dials a remote phone via PSTN, and the remote user does not answer, then the call is
sent to the voice-messaging system via PSTN. The same thing happens ifauser pressing the
Messages button. Inaddition to the calling and called numbers, the redirected number must be sent. Without the correct gateway configuration, the redirected number cannot be sent, so the
caller reaches thestandard opening greeting.
Ifthe redirected number issent as an E.164 number, then configure an alternate extension on
Cisco Unity Connection. For a call via the PSTN, thecalling and redirected number are sent in
E. 164 format. Unless an alternate extension is configured, the standard opening greeting is
played instead of theuser greeting. Again, redirected numbers canbemodified viavoice
translation rules.
>2010 Cisco Systems, Inc.
1-51
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:

Answer calls
Perform message notification

Send MWI requests
Allow TRAP connections
1-52
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.
1-53
1-54
Integrating Cisco Untied Communications Applications (CAPPS) v8 0
Module Summary
This topic summarizes the key points that were discussed in this module.
Module Summary
Cisco voice-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.
1-55
1-56
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) true false
Q2)
Which three menus are available in Cisco Unity Connection Administration? (Choose three.) (Source: Voice-Mail Integration Overview)
A)
B) C) D) E)
User Management
Class of Service Remote Users Call Management Dial Plan
Q3)
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)
D)
VM profile VM pilot
Route Pattern
Q4)
Which three call handlers existin Cisco Unity Connection? (Choose three.) (Source:
General Requirementsfor Voice-Mail Integration)
A) B)
C) D)
system call handler directory handler

extension handler interview handler
Q5)
Howmany users with mailboxes does Cisco Unity Express support?(Source: General Requirements for Voice-Mail Integration)
A) B) C) D) 250 300 400 500
Q6)
Which threecodecs are supported by Cisco Unity Connection? (Choose three.) (Source: General Requirements for Voice-Mail Integration)
A) B) C) D) E) G.722 G.726 G.728 G.729A GSM 06.10
Q7)
How many Cisco Unity Connection servers can be networked together? (Source:
General Requirements for Voice-Mail Integration)
A) 5
B) C)
8 10
D) E)
15 20
Q8)
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) Answer calls. Send IM messages. Send VPIM messages. Send MWI requests. Allow TRAP connections.
Q9)
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)
1-58
Module Self-Check Answer Key

QD 02)
Q3) 04)
A
B.D.E
A. B, C
A, B. D
A.D.E A. C E C voicemi PSTNaccess code + voicemail pilot number of Cisco Unity Connection; for example, voicemail voicemail 914085552500
05)
Qfi) Q7) Q8)
Q9)
1-59
1-60
Module 2
Cisco Unity Connection in a

Manager Environment
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
2-2
Integrating CiscoUnified Communications Applications (CAPPS) v8 0
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:
Describe the options for integrating Cisco Unity Connection with Cisco Unified Communications Manager
Configure voice-mail integration on Cisco UnifiedCommunications Manager Configure the integration components on Cisco Unity Connection
Configure Cisco Unity Connection for a SIP integration
Cisco Unity Connection Integration Options with

This topic describes how to integrate Cisco Unity Connection with Cisco Unified Communications Manager.
Rati
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<None> in the Voice Mail Profile drop-down list on the Directory Number Configuration page, the system default is used.
2-4
>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
Outbound Classification
-A
I
Gateway
Outbound and Inbound Classification
Outbound and
Inbound Classification
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:
Route patterns are set to off-net.

ICTs are set to the system default.
Gateways are set to the system default. 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.
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 (
i oitwk
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 <None> 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.
Cisco Unity Connection ina Cisco Unified Communications Manager Environment
2-7
Cisco Unity Connection Configuration

The figure shows the Cisco Unity Connection configuration elements for integration with Cisco
I CM =Comrruriicabans Manager I
V j îV1:
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.
2-8
) 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.
2-9
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
Cco vora i n Ser/tt
WDMltQinB^ Cisco VeMdlS*rv*i-UHflBffl mph
o*cr:LM^
- Add the voice-mail ports.

CUIVHUIIIUII
CaucUt -brnrtlj'hMQtfaicviIiqfM VUMrwiiwiWla^<wiB<ww,.v>in(miiM|xnfuniir TfeonuiTttarvorl&*'ich?*"bfl<'if*3u|a
In Cisco Unified Communications Manager Administration, navigate to Advanced Features > 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.
2-10
Integrating Cisco Unified Communications Applications (CAPPS)v8.0
)2010 Cisco Systems, Inc
Set up the voice-mail ports.
D3MM
DnscM* Cdn) ItlrSi ! Mil tarj SmtciSmos ''

m
tn
Ktafc_hC"*
Hcv *r urt Aetata
,.. -<.. ___ _
0*c* Seairtr Moac*
CMM H*ij POT
u*tn*MitobrfWit
Define the device pool and location. Specify the CSS for calls and AAR calls.
Enter the Cisco VoiceMail Deviceinformation settings:

Description: Enter the purpose of device.
Device Pool: Choose thedefault value (Default) or anydefined device pool.
Calling Search Space: From the drop-down list, choose the appropriate CSS. This setting isport-based. For example, a CSS that is settopstn (allowing all public switched telephone
rPSTN] calls) might be a primaryaccesspoint for toll fraud. You could use classof service (CoS) to prevent international calls, but message notification mightrequire additional
classes of service to allow international calls. In this case, CSSs could be used in
combination with restriction tables, which can be seton a feature basis; forexample, for
message notification or caller transfer.
AAR Calling Search Space: Setthe automated alternate routing (AAR) CSS so that calls
to or from Cisco Unity Connection can be rerouted over PSTN if Call Admission Control
(CAC) disallows calls because of insufficient bandwidth over the WAN.
Location: Choosethe defaultvalue (Hub None)or any definedlocation. The location

specifies the total bandwidth that is available for calls to and from this device.
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.
CiscoUnity Connection ina CiscoUnified Communications Manager Environment
2-11
Specify the directory numbers.

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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:
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.
Partition: Choose the partition to which this set of directory numbers belong.
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.
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 <None> specifies that no rerouting of blocked calls
will be attempted.
Internal Caller ID Display: Enter the text to display on the calling-party phone when a call is placed to this line. 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.
2-12
Cisco Voice Add the voice-mai! ports to a line group.

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A new line group can be created, or the ports can be added to an existing line group.
Configure the line-group name.

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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.
2-13
A summary is displayed before you submit the configuration.

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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

The database has been inserted/updated/deleted successfully
12 nev; Cisco Voice Mail Ports were added successfully.
above and
They are added
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.
2-14
Integrating Ciscs Unified Communications Applications (CAPPS) vB.O
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.

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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.
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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 <J
characters. Ensure that each hunt-list name is unique to the route plan.
Description: Enter a description forthehunt list.
Cisco Unified Communications Manager Group: Choose aCisco Unified
receive the following warning:
group has only one configured Cisco Unified Communications Manager, then you will
WARNING, The selected Cisco Unified Communications Manager Group has only one Cisco Unified Communications Manager configured. For the control process to have redundancy
protection, please select a Cisco Unified Communications
S,Wî0n.f^ *"* frm ^ Manager ^P^0 e hunt list re8isters to the first (primary) Ctsco Unified Communications in list the chosen group. If the chosen
Manager.
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- The system checks the Enable This Hunt List check box by default for each new hunt list.
S2010 Cisco Systems, Inc
Cisco Unity Connection in aCisco Unified Communications Manager Environment
2-15
Hunt Pilot
The hunt pilot is the number that end users call to reach Cisco Unity Connection.
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Add a new hunt pilot.

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Add a hunt-pilot numberand partition.

Select the hunt list and route the calls.
Specify additional parameters, such as AAR, external phonenumber mask, and hunt-forward settings.
To add anew hunt pilot and enter the hunt pilot parameters, go to Call Routing >
Route/Hunt > Hunt Pilot:
Hunt Pilot: Fnter the hunt-pilot number. The hunt-pilot number is the number that is set in the voice-mail pilot. The end user dials this number to reach Cisco Unity Connection. Route Partition: Choose apartition; for example, the "devices" partition, which contains
the IP phones.
Description: Enter adescription for the hunt pilot.
Hunt List: Choose the previously configured hunt list from the drop-down list.
Route Oprion: Use the default setting to route the calls to Cisco Unity Connection. . Provide Outside Dial Tone: The default entry can be used for the outside dial tone. If
there is no dot in the hunt-pilot number, then no dial tone is played.
2-16
integrating Cisco Unified Communications Applications (CAPPS) vB 0
(2010 Cisco Systems. Inc
MWI On and Off

Configure the MWI numbers to light the MWIs on and off.
Add the MWI directory numbersfor on and off.

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Add a directory number for MWI on and off. Select the partition and CSS.
The CSS must include the partitions that contain all IP phone
directory numbers.
To add two new MWI directory numbers (on and off), go to Advanced Features >Voice
Mail> Message Waiting:
Message Waiting Number: Enter the Message Waiting directory number.
Partition: Place the Message Waiting directory number into apartition; for example the
partition that contains the IP phones. The partition must be reachable by the voice-mail
ports.
Description: Enter adescription ofthe Message Waiting directory number. The description may be as many as 50 characters and may contain any characters except the quotation mark
( ), left- or right-angle bracket (<, >), ampersand (&), or percent (%) symbols.
Message Waiting Indicator: Choose OnorOff.
Calling Search Space: Choose aCSS that can dial all IP phones. If die Message Waiting directory number cannot dial the relevant IP phone directory number, then the MWI cannot
be set to on or off. This fact is often forgotten when configuring Cisco Unified Communications Manager Assistant, in which the manager line is moved to amanager
configured.
JTir^w,115 manager Partitin iS "0t incIuded in tlie CSS> me Manager 8fir Assistant will complain that the MWI quit working after Cisco Unified Communications was
2-17
Voice-Mail Pilot
Configure the voice-mail pilot that matches the hunt pilot.

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Add a new voice-mail pilot.

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Add a voice-mail pilot number, which is identical to the huntpilot number.
Make this pilot thedefault voice-mail pilot so that it isset by

default for all directory numbers.
To add anew voice mail pilot, go to Advanced Features >Voice Mail >Voice Mail Pilot: Voice Mail Pilot Number: Enter anumber for the voice-mail pilot. This number should
match the number that was previously configured on the hunt-pilot configuration page. Calling Search Space: Set the CSS for the voice-mail port number. Description: Enter adescription ofthe voice-mail pilot.
Make This the Default Voice Mail Pilot for the System: Check the check box to make this number the default voice-mail pilot for the system. Ifthis check box is checked, then this voice-mail pilot number replaces the current default pilot number. Only one voice-mail
pilot can be the default in Cisco Unified Communications Manager. 1he voice-mail
profiles that are described next automatically use the default voice-mail pilot.
2-18
Voice-Mail Profile
Configure the voice-mail profile that enables the Messages button on IP phones. Technically
service on the Messages button. The service URL can be set in the URL Messages field of the
enterprise parameters.
the Messages button becomes aspeed dial to Cisco Unity Connection. You can also put a
Voice-Mail Profile
Adda new voice-mail profile.
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Add the voice-mail profile name. Select the voice-mail pilot.

Cisco UnityConnection.
The mask can be used to modify the calling number sent to

- For example, XXXX will change5552001 to 2001.
Makethis voice-mail profile the default.
To add anew voice-mail pilot, go to Advanced Features >Voice Mail >Voice Mail Profile: Voice Mail Profile Name: Enter aname to identify the voice-mail profile.
Description: Enter adescription ofthe voice-mail profile.
Voice Mail Pilot: Choose the appropriate voice-mail pilot number that was defined in the
^r\Tll-Pli0t confiSura,ion; for exnple. the previously configured voice-mail pilot

2900/devices . This field defaults to the default voice-mail pilot.
Voice Mail Box Mask: This field can be left empty; for example, iffour-digit directory
for example 2001. (The latter task could also be achieved by using an alternate extension
on Cisco Unity Connection.)
with apersonalized vo.ee mailbox mask that matches the directory number ofthe manager
use the voice mailbox mask. For example, amask ofXXXX will shorten any calling number to four digits. Or an assistant who manages calls for amanager could be configured
numbers are configured on Cisco Unified Communications Manager and Cisco Unity Connection. If numbers-on adirectory-number level-need to be modified, then you can
- Make This the Default Voice Mail Profile for the System: Check the check box to make
<None> will automatically use the default voice-mail profile.
his profile name the default. Ifthe check box is checked, this voice-mail profile replaces the current default profile. All directory numbers that have the voice-mail profile set to
2-19
Integration on Cisco Unity Connection

This topic describes the configuration of Cisco Unity Connection for integration with Cisco
Add a new phone system.

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Enter a name and set MWI parameters.
Enable other parameters, such as call loop detection.
The phone-system configuration guides the administrator. IfWWBTS^-ts-^ -b
In Cisco Unity Connection Administration, add anew phone system by going to Telephony
Integrations > Phone System:
Phone System Name: Enter adescriptive name for the phone system. Default TRAP Switch: Check this check box when TRAP connections should occur
througli this phone system.
Also setthese Message Waiting Indicators settings:
Send Message Counts: Check this check box so that Cisco Unity Connection will send the
message count and request to turn on auser MWI each time that anew voice message
arrives, even if the MWI is on already.
Use Same Port for Enabling and Disabling MWls: Check this check box so that requests to turn offan MWI will use the same port that was used lo turn on the MWI.
Force All MWls Off for This Phone System: Check this check box to turn off all MWls
This Phone System button, toreset incorrect MWls.
for the phone system. Check this check box before clicking the Synchronize All MWls on
users who are assigned to this phone system.
Synchronize All MWls on This Phone System: Click Run to synchronize MWls for ail
2-20
Integrating Csco Unified Communications Applications (CAPPS) v6 0
i2010 Cisco Systems, Inc
Set the Call Loop Detection by Using DTMFsettings:
Enable for SupervisedTransfers: Check this check box so that CiscoUnityConnection will detect and reject calls that have been transferred to another extension (byusing supervised transfer) and then transferred back to Cisco Unity Connection. Ifthecall loop is notdetected and rejected, then Cisco Unity Connection will record a voice message that
contains the prompt to leave a voice message. Enable for Forwarded Message Notification Calls: Check this check box so that
Cisco Unity Connection willdetect and rejectnew-message notifications that are sentto a device (such as a mobile phone) and then transferred back to Cisco Unity Connection because thedevice didnotanswer. If thecallloopis notdetected andrejected, thecall creates a newvoicemessage for the user. Thecallalsotriggers CiscoUnity Connection to
send a new-message notification call to the device.
DTMF Tone to Use: Click thefourth-column dual tone multifrequency (DTMF) touch tonethat is used to detect callloops. Thedefault setting is "A".
Guard Time: If call-loop detection is enabled, enterthe time,in milliseconds, that
Cisco Unity Connection will play the DTMF tone for detecting a call loop. The default
setting is 2500 ms.
Set these Phone View settings: Enable Phone View: Check this check box to enable Phone View for the Cisco Unified Communications Manager phone system.
CTI PhoneAccess UserName: Enter thename of theapplication user thatwas created in

Cisco UnifiedCommunications ManagerAdministration and that was associated with user
phones.
CTI Phone Access Password: Enter thepassword fortheapplication user that is

associated with user phones.
Set this Outgoing Call Restriction setting:
Enable Outgoing Calls: When this option ischosen, Cisco Unity Connection places
outgoing calls (forexample, setting MWls) through thephone system, as needed. This
option is chosen by default. Other options are Disable All Outgoing Calls Immediately or
Disable All Outgoing Calls Between a specified timeframe.
> 2010 Cisco Systems, Inc.
2-21
Port Group
A port groupmanages the communication betweenthe phonesystem and the portsthat are configured on Cisco Unity Connection.
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Add a port group to the phone system.
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The Device Name Prefix value must match the name on
Specify the MWI numbers and the IP address of Cisco

In therelated links of thephone system configuration, click Add PortGroup andcontinue

with the following procedure:
Phone System: Choosethe phone systemthat uses the port group. Port Group Template: Choosethe protocol (port grouptemplate) that uses the port group. Display Name: Enter a descriptive name for the port group. Device Name Prefix: Enter the prefix that Cisco Unified Communications Manager adds
to the device name for voice ports.
Note
This prefix mustmatch the prefix that is used on the Cisco Unified Communications Manager.
MWI On Extension and MWI Off Extension: Enler the extensions for turning MWls on
and off thatwerespecified in Cisco Unified Communications Manager Administration.

IP Address or Host Name: Enter the IP address or hostname of the Cisco Unified Communications Manager to which the port group connects.
Port: Enter the TCPportof theprimary Cisco Unified Communications Manager server to
which Cisco Unity Comiection connects. Use the default settings. The default port setting is
2000
TLS Port: Use the default, 2443, for the Transport Layer Security (TLS) port.
2-22
After savingthis page,you can set additional MWI parameters:
Enable Message Waiting Indicators: Check this check box so thatvoice-messaging ports in theport group areenabled to turnMWlson andoff. Onlythevoice-messaging ports that
have the Send MWI Requests check box checked can turn MWls on and off.
Delay Between Requests x Milliseconds: Enter the minimum length for wait time, in
milliseconds, between subsequent MWI requests. Thedefault settingis 0 ms.

Maximum Concurrent Requests: Enter the maximumnumberof MWIrequeststhat will be attempted at the same time. Doing so will prevent a spikein MWI requests from demanding a largeportion of Cisco Unity Connection resources. Thedefault setting is 0
requests.
Retries After Successful Attempt: Enterthenumber of times that an MWT request willbe retried aftersuccess is reported, so that MWI success is assured. The default setting is 0
retries.
Retry Interval After Successful Attempt x Milliseconds: Enter the wait time between MWI retries that will occurafter successis reported. The defaultsetting is 5 ms.
2010 Cisco Systems, Inc. >
2-23
Ports
The pons on Cisco Unity Connection are the counterpart of the voice-mail ports on Cisco Unified Communications Manager.
Add the ports to the port group.

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Select the number of ports. Set the phone system, port group, and server. Decide which tasks the ports should execute
In the related links of the port-group configuration, click Add Ports. The port-configuration
page opens.
Enabled: Check this check box so that the ports are enabled during normal operation. Number of Ports: Enter the number of voice-messaging ports that you want to add.
Phone System: Choose the phone system that the voice-messaging ports use. Port Group: Choose the port group to which the voice-messaging ports belong.
Server: When a Cisco Unity Connection cluster is configured, choose the name of the node
that manages the voice-messaging ports.
Specify the Cisco Unity Connection port behavior: Answer Calls: Check this check box so that the ports are designated for answering calls. These calls can be incoming calls from unidentified callers or from users.
Perform Message Notification: Checkthis checkbox so that the ports are designated for notifyingusersof messages. AssignPerformMessage Notification to the least-busy ports. Send MWT Requests: Checkthis check box so that the ports are designated for turning
MWls on and oft. The least-busy ports should perform Send MWI Requests tasks.
Allow TRAP Connections: Check this check box so that users can use their phones as
recording andplayback devices in Cisco Unity Connection webapplications andemail

clients. Assign Allow TRAP Connections to the least-busy ports.
2-24
Integrating Cisco Unified Communications Applications (CAPPS] v8 I
Security Mode: Choosethe Cisco UnifiedCommunications Managersecuritymode for the voice-messaging ports. The default setting is Non-secure.
To verify that the ports and the integration are working on both systems, press the Messages
button or call the voice-mail pilot number. If no users are configured, then the standardopening greeting is played. If the standard opening greetmg is played, then Cisco Unity Connection is
successfully integrated with Cisco Unified Communications Manager.
2-25
Integration Troubleshooter Tools

Cisco Unity Connection offers two troubleshooter tools for integration issues.
When the integration is finished, the following integration troubleshooting helper tools are available.
Check Telephony Configuration
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- Test Port
Port Baiks (MmwSrJmi-HKll)
Test Port Result
In Cisco Unity Connection Administration, in the Related Links list, choose Check Telephony Configuration and Go to confirm the phone-system integration settings. If the test is not successful, then the Task Execution Results list displays one or more messages with troubleshooting steps. After correcting the problems, check the configuration again. When setting up die porti, choose Test Port in the Related Links list. The port test is done on a port basis. If there is an issue with the port, then the Test Port application will list details and recommend the next steps.
In this example, the test port suggests verifying that the port and port group settings are correct and match the settings that are configured on the Cisco Unified Communications Manager cluster. In this case, the security mode for the port on Cisco Unity Connection was set to Encrypted. The voice mail port on Cisco Unity Connection was set to Non-secure. The Details section displays the failure reason ErrorCCMCertNotFoundliiAnyCTEFile. This section points
out an error that leads to a security issue.
2-26
Integrating Cisco UnifiedCommunications Applications (CAPPS) v8 0
)2010 Cisco Systems Inc
Common Mistakes
Many errors can be made in the process of integrating Cisco Unity Connection with Cisco
Common Mistakes
Some mistakes are often seen in a customer or lab

environment:
The portintegration is unsuccessful. The numberof portsdoes not match on both systems,
The device-name prefix is wrong. CSS and partitions do not match.
Thevoice mail portscannot be reached (wrong partition). Messagenotification to the PSTN does notwork because
of a missing PSTN CSS. The Messages button is not working.
- \rtoice-mail profile is notset (oris set incorrectly) for the

phones.
Voice messages cannot be left. Call Forward is not set forthe correct phone state.
These mistakes aremost commonly seen at the customer siteor in labsituations:
The integration is unsuccessful because the device name prefix was entered incorrectly. For example, CiscoUMl-VIl is incorrect. The correct prefix is CiscoUMl-VI; the port number is automatically added. Therefore, CiscoUMl-VIl would read CiscoUMl-VIl 1; Ports 11
and 12 would work, but the first 10 ports would not.
The number ofports is different. When pressing the Messages button, the user sometimes gets areorder tone. Because the default line-group distribution algorithm operates from top
to bottom, the error might be difficult to replicate.
The voice-mail ports cannot be reached ifthe ports are moved to awrong partition. Ifthe
set (or is set wrong) for the voice-mail ports. The voice-mail ports have no PSTN access
ports are left in the <None> partition, everything works fine. However, the CSS often is not
rights. Therefore, the message notification ofexternal numbers is unsuccessful.
The Messages button isnot working. Usually, the voice-mail profile isset incorrectly on the directory-number configuration page. When avoice-mail profile isconfigured, and a new default voice-mail profile is added later, the new default voice-mail profile might not
be used.
If callers cannot leave a message, the user might have incorrectly setthevoice-mail
number. Clicking the voice-mail check box does not require aCSS. However, ifanumber
is entered instead, then a CSS mustbe configured. Otherwise, the mailbox cannot be
reached.
2-27
Cisco Unity Connection Integration via SIP

This topic describes how to integrate the Cisco Unified Communications Manager with Ciscc
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There is no voice-mail wizard for a SIP integration.

Startbyadding a SIP trunk security profile.
Select the transport type andthe incoming port. Check the three boxesto accept notifications, and so on.
Add anew SIP trunk for the integration with Cisco Unity Connection by going to Security
Profile > SIP Trunk Security Profile:
Name and Description: Enter aname and adescription for the security profile. Device Security Mode: From the drop-down list, choose one of the following options:

Non Secure: No security features, except image authentication, apply. ATCP or

User Datagram Protocol (UDP) connection opens toCisco Unified Communications
Manager.
Authenticated: Cisco Unified Communications Manager provides integrity and

authentication for the trunk. A TLS connection that uses NULL/Secure Hash Algorithm (SHA)opens.
F.ncrypted: Cisco Unified Communications Manager provides integrity,

authentication, and signaling encryption for thetrunk. A TLS connection that uses
Advanced Encryption Standard 128 (AES128)/SHA opens for signaling.

Incoming Transport Type: When Device Security Mode isNon Secure. TCP+UDP is the transport type. When Device Security Mode isAuthenticated orEncrypted, TI ,S is the
transport type. The ITS protocol secures the connection betweenCisco Unified Communications Manager and the trunk.
Outgoing Transport Type: From the drop-down list, choose the outgoing transport mode. When Device Security Mode is Non Secure, choose TCP or UDP. When Device Security Mode is Authenticated or F.ncrypted. TLS is the transport type. TLS ensures signaling
integrity, device authentication, and signaling encryption for SIPtrunks.
2-28
IJSTJmsTPt^ * 'TT8?011' En,er aVal,Je ,hal *aunique port number from

Tne A IT 3iUe ^ inW>min TCP 3nd UDP SIP messaes 5060. ITie dlfau default,SP SIP secured port for incommg TLS messages is 5061.
These three parameters must beenabled;
Accept Out-of-Dialog Refer: Accept incoming non-INVITE, Out-of-Dialoe REFER

requests that come via the SIP trunk.
Accept UnsoUcited Notification: Accept incoming non-INVITE, unsolicited notification

messages that come via die SIP trunk.
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'2010 Cisco Systems. Inc
Cisco Unity Connexion in aCisco Unified Communications Manager Environment
2-29
SIP Trunk
Configure aSIP trunk that points to the Cisco Unity Connection server.
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Add a SIP trunk that points to Cisco Unity Connection.

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Set the destination address and port. Select the SIP trunk security profile.
Forinbound and outbound calls,set the following check box.

[ " Redirecting dversisr Header Delivery
Add anew SIP trunk by going to Device >Trunk. In addition lo setting parameters such as
device name, device pool, location, and AAR group, set the following:
Redirecting Diversion Header Delivery-Inbound: Check this check box to accept the redirecting number in the incoming INVITE message to the Cisco Unified
. Redirecting Diversion Header Delivery-Outbound: Check this check box to include

the redirecting number in the outgoing INVITE message from the Cisco Unified
reasonof the call when the call is forwarded. Set the following SIP infonnationparameters:
Communications Manager, to indicate the original called-party number and the redirecting
. Destination Address: This value represents the remote SIP peer with which this trunk will communicate. Hie allowed values for this field specify avalid dotted IP address fully
qualified domain name (FQDN), or DNS SRV record only if the Destination Address is mi SRV check box is checked. SIP trunks accept only incoming requests from the configured destination address and the incoming port that is specified in the SIP trunk security profile
that is associated with this trunk.
address is an SRV record.
Destination Address is an SRV: This field specifies that the configured destination
. Destination Port: Choose the destination port. Ensure that the entered value specifies any port from 1024 to 65535. The default 5060 indicates the SIP port.
2-30
MTP Preferred Originating Codec: Indicate the preferred outgoing codec from the drop down list: 71 lulaw, 71 lalaw, G729/G729a, or G729b/G729ab. To configure G.729 codecs for use with a SIP trunk, a hardware Media Termination Point (MTP) or transcoder that supports the G.729 codec must be used. This field is used only when the MTP Termination Point Required check box is checked.
SIP Trunk Security Profile: Choose the previously configured security profile.
SIP Profile: From the drop-down list, choose the SIP profile that is to be used for this SIP
trunk.
DTMF Signaling Method: The default value (No Preference) means that Cisco Unified Communications Manager will pick the DTMF method to negotiate DTMF. Therefore, an MTP is not required for the call. If Cisco Unified Communications Manager has no choice but to allocate an MTP (if the Media Termination Point Required check box is checked), the SIP trunk will negotiate DTMF to RFC 2833. Other options for this field are REC 2833. or out-of-band (OOB) and REC 2833.
i 2010Cisco Systems. Inc
Cisco Unity Connection in a Cisco Unified Communications ManagerEnvironment
2-31
Route Pattern and Voice-Mail Settings

Whereas the integration of Cisco Unity Connection and Cisco Unified Conununicafions
Manager via SCCP requires a hunt pilot, integration via SIP requires a route pattem.
Add a route pattem to Cisco Unity Connection.

" Configure a route pattern.
For example, set a pattern with the number 2100. Point to the previously configured SIP trunk. ' Add a voice-mail pilot with the number 2100. Add a voice-mai! profile that uses the previously configured hunt pilot. " MWI configuration is not required.
Consider the configuration of a route pattern with the number 2100. Create a voice-mail pilot with the number 2100 and a voice-mail profile that uses this number.
An MWI configuration is not required.
Note When a call is redirected from a directory number to a voice-mail server that integrates with
Cisco Unified Communications Manager by using a SIP trunk, the voice mailbox mask on the voice-mail profile for the phone modifies the diverting number in the SIP diversion
header. This behavior is expected because Cisco Unity Connection uses the diversion
header to choose a mailbox.
2-32
SIP Integration on Cisco Unity Connection

When adding aport group for the SIP integration, choose the SIP protocol in the Port Group
Template.
S\P integration on Cisco Unity Connection

The Cisco Unity Connection integration via SfP is
similar to integration via SCCP. There is only one difference in the port-group configuration.
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After you choose SIP, the page refreshes and changes. Set the following parameters: Choose the phone system and the port group template that uses the port group.
Display Name: Enter a descriptive name for the port group.

Authenticate with SIP Server: This field is optional. You cancheck thischeck box so that
Cisco Unity Connection authenticates with the SIP server.
Authentication User Name and Password: This field isoptional. You can enter the
usemame and password thatCiscoUnity Connection uses to authenticate withthe SIP
server.
Contact Line Name: This field is optional. You can enter the voice-messaging line name
(or pilot number) that users use to contact Cisco Unity Connection and that Cisco Unity
Connection uses to registerwith the SIP server.
SIP Security Profile: Choose the SIP security profile that Cisco Unity Connection uses
The default setting is 5060.
SIP Transport Protocol: Choose the SIP transport protocol that Cisco Unity Connection
uses. The default setting is UDP.
IP Address orHost Name: Enter the IP address (or hostname) and port number ofthe SIP
server to which the port group connects.
2-33
After yousave these settings, additional fields arepresented:
Register with SIP Server: Check this check box so that Cisco Unity Connection registers
with the SIP server. If youleave the box unchecked, then Cisco Unity Connection cannot
be reached.
Change Advertising: Click this button to manage the codecs (audio formatting) that
Cisco Unitv Connection advertises that it can use when dialing out.
2-34
integrating C.sco Untfed Communications Applications (CAPPS) 8.0
Common Mistakes
Errors can be made in many places during the process of integrating Cisco Unify Connection with Cisco Unified Communications Manager via SIP.
Some mistakes are ofte environment:

Connection.
seen in a customer or lab
Calls are not routed correctly to and from Cisco Unity

- Names cannot be resolved.
- Wrong ports are used.
Cisco UnityConnection plays a reorder tone.

- The parameter Register with SIP Server is not set on the port-group configuration page.
- In a cluster vuth more Cisco Unified Communications
Manager servers, the servers need to be sorted in the order in which the IP phones are registered.
These common mistakes are most often seen at the customer site or in lab situations:
If namesare used insteadof IP addresses, the name might not be resolved.
The wrong port is used. Earlier CiscoUnified Communications systems used SIPport 5070
instead of port 5060.
If the Register withSIPServer check box is unchecked, thenthe Cisco Unity Connection
server will not accept any calls.
If IPphones areregistered first with a subscriber and thenwith thepublisher as thebackup, theorderof the Cisco Unified Communications Manager servers in Cisco Unity
Connection must be the same.Otherwise, a reorder tone is played.
$ 2010 Cisco Systems. Inc.
Cisco Unity Connection ina CiscoUnified Communications Manager Environment
2-35
Summary
This topic summarizes the key points that were discussed in this lesson.
Classify the calls for different call handling when internal or external calls are received. The Call Forward options are set on
Cisco Unified Communications Manager or by the end user.
Configure the voice-mail ports, line group, hunt list, and hunt pilot to set the calf-forwarding path to Cisco Unity Connection. In addition, set the voice-mail pilot and profile to the hunt-pilot number so that the IP phones can use the Messages button to reach Cisco Unity Connection.
The SCCP integration requires configuration of the phone system, port groups, and port. The main setting is the devicename prefix, which must be the same on Cisco Unity Connection and on Cisco Unified Communications Manager.
The SIP integration is similar to the SCCP integration. On Cisco Unified Communications Manager, a route pattern with a SIP trunk is used On Cisco Unity Connection, only one additional check box needs to be set: Register with a SIP server.
References
For additional infonnation, refer to these resources:
Cisco Systems. Inc. Cisco Unified Communications Manager Administration Guide.

Release 8.0(1). San Jose. California, 2010.
http:'.-v\v\w.cis.co.com/eii''US'docsA'oice_ip comm'aiari/adni in/8 ()_ 1/ccmcky

bccm-801-cm.hlml.
Cisco Systems. Inc. System Administration Guide for Cisco Unity Connection Release 8.x
San Jose. California. February 2010.
littp:/^\v\A\.cisco.cotn/cn/US/docsA'oicc_ip_comtn/coiinccti<)ii/8x/adniiiiistratioii/gtiidc
SxcucsagOitmi.
Cisco Systems. Inc. Cisco Unified Communications Manager Security Guide, Release
8.0(2). San Jose. California. 2010.
http;.'w\\w,L-isco.com.;en.US/dot;s/\'oicc_ip comiivcucm/security/8_0_2/secugd'
sec 802_cm.html.
Cisco Systems. Inc. Cisco Unified Communications Manager SCCP Integration Guide for
Cisco Unity Connection Release8.x. San Jose. California, February 2010.
Imp:'www.cisco.coin/en;'t'S.;doca/voice_ip coinm/conneclion/Kx/integration/guido''
cueni seep' ciicintcucniskinny.html.
Cisco Systems. Inc. Cisco Unified Communications Manager SIP Trunk Integration Guide for Cisco Unity Connection Release 8.x. San Jose, California, February 2010. littp:.-'.'www.cisco.com'ctv'US/docs/voicc __ip_comm/connection/8\/intcgration/guidc.
cucm_sip cucintcucmsip.html.
2-36
Integrating Cisco Urufied Communications Applications (CAPPS)v8 0
Lesson 2
Configuring the Cisco Unity
Connection System
Overview
This lesson explains Cisco Unity Connection system settings, which contain many configuration options. The lesson also discusses schedules and holiday schedules and their effect on greetings, announcements, and so on. System distribution lists and authentication rules are described in more detail, followed by roles and restriction tables to restrict calls for message notification or caller transfer. Finally, the lesson describes Lightweight Directory Access Protocol (LDAP) integration widi synchronization and authentication and how you can use LDAP filters to modify the LDAP search bases.
Objectives
Upon completing this lesson, you will be able to describe Cisco Unity Connection system
settings. This ability includes being able to meet these objectives:
Identify Cisco Unity Connection system settings Describe the general system settings
Describe authentication rules and credentials characteristics
Describe restriction tables and their effect on subscriber options and message notification
Describe the LDAP setup options and the advantages of the LDAP integration
Cisco Unity Connection System Settings

Overview
This topic describes the Cisco Unity Comiection system settings.
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The Cisco Unity Connection systems settings

include;
* Genera) settings (time zone, language, etc.) - Roles {Greeting Administrator, System Administrator, and so on) !- Enterprise parameters
' Service parameters
LDAP
The general settings (System Settings > General Configuration) allow the administrator to modify the default settings: Time Zone depends on settings that are configured during the installation. The time zone can be changed at any time. System Default Language is English (US). System Default TTS Language is English (US). Recording Format is G.711 mu-law. Maximum Greeting Length is 90 seconds.
The predefined roles can be used lo limit the GUI access to certain configuration areas or to limit the telephone user interface (TU1) for different kinds of administrators.
The Enterprise Parameters and Service Parameters in Cisco Unity Connection are like the Cisco Unified Communications Manager Enterprise Parameters and Service Parameters. For example, the parameters allow you to restrictthe Cisco Unity Connection user option pages, quality of
ser\ ice (QoS) settings, and so on.
LDAP can be integrated and allows the use of the LDAP directory and LDAP authentication.
With the use of LDAP authentication, a single password login can be offered to the users.
This lesson and "Using Cisco Unity Connection Partitions and Search Spaces" discuss other Cisco Unity Connection system settings and features in greater detail.
2-38
General Settings vs. User Settings

Youcan set Cisco Unity Connection user, call handler, and contact parameters in manyplaces.
General Settings vs. User Settings

User-related parameters can be defined in different places in Cisco Unity Connection Administration:
' Enterprise and Service Parameters (highest level) General settings (system level)
Templates (middle level) User or call handler settings (row-tevel)
viwumnm
As in Cisco Unified Communications Manager, parameters can be set in the Enterprise or

Service Parameters, which are valid for all entities in the Cisco Unity Connection system. A change in the Enterprise or Service Parameters immediately affects all entities. Default parameters, such as a Default Partition that is set to HQ, will be preselected for all new objects that contain that parameter field.
The next level of parameter settings is the general settings, which can modify system settings. A change at this level immediately affects all entities.
The user, call handler, and contact templates can override the general settings for new objects
because parameters are copied from the template during the creation of a new object. However, a change to a template does not affect existing objects.
On the user, call handler, and contact level, a configuration parameter overrides the general settings. If, for example, a manager needs additional mailbox space for voice messages, the
mailbox quota can be modified on the user level for the manager only.
Cisco UnityConnection in a Cisco Unified Communications Manager Environment
2-39
Cisco Unity Connection System Settings

This topic describes the Cisco Unity Connection generalsettings in detail.
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The time zone is set during the installation.
Set the language and recording format.

The dial plan components are preset.
In Cisco Unity Connection Administration, navigate lo System Settings > General

Configuration to modify' the following preconfigured settings:
The default Time Zone setting determines when schedules are active. In addition, the default time zone is applied to users and call handlers that have the Use Default Time Zone check box checked. The default time zone can be changed only by using the command-line interface (CLI).
From the System Default Language drop-down list, choose the language in which system prompts are played to users and callers. The license and the language files that are loaded during installation determine the languages that are available. Additional language files can
be loaded after installation.
From the System Default TTS Language drop-down list, choose the language thai will be used if a text-to-speech (TTS) engine is unavailable for the phone language that a user or a
call is using. For example, if a user is using Arabic, but no TTS engine is available for Arabic, then the user will hear TTS in the language that is chosen in this parameter. This language is typically the same as the one that is chosen in the System Default Language list. However, the TTS engine does not support all of the languages that are supported for
system prompts.
From the Recording Fonnat drop-down list, choose the default formal (codec) for recorded messages. The default setting is G.711 mu-law. The other options are pulse code modulation (PCM) linear. G.711 a-law. G.729A. G.726, and Global System for Mobile Communications (GSM) 06.10.
Enter the maximum greeting length for system call handler greetings. The range is 1 to 1200 seconds: the default setting is 90 seconds.
2-40
IfAutomatic Gain Control (AGC) isenabled, then enter the average volume, indecibels,
that Cisco Unity Connection automatically maintains for recording voice messages and
user greetings, inthe Target Decibel Level for Recordings and Messages. The AGC decibel levels aresetin negative numbers. Forexample, -26 dBis louder than -45 dB. Thedefault
setting is -26 dB.
From the Default Partition and Default Search Scope drop-down lists, choose the partition
and search space that Cisco Unity Connection uses as the default when creating new
objects, such as users ortemplates. Ifthese options are modified ina template, such as
when creating a newuser, then the template settings will be used instead of the default
settings.
Choose the action that Cisco Unity Connection takes when receiving a Simple Mail Transfer Protocol (SMTP) message from an Internet Message Access Protocol (IMAP)
client, when a recipient does notmap to anyknown user or Voice Profile for Internet Mail
(VPIM) contact. Ifyou choose Send a Non-Deliverable Receipt, the connection responds to the message sender with anondelivery receipt (NDR). Ifyou choose Relay Message to Smart Host, then the connection relays the message tothe smart host for delivery to a
different server.
2-41
NTP Servers and Time
The figure explains the two options to set the time onCisco Unity Connection.
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In Cisco Unified Operating System Administration, set

the NTP server.
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After adding the NTP server, verify thatthe NTP service is

accessible.
Alternatively, set the time.

- Time Settings
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The time can be set only when no NTP server is set.
The time settings areconfigured in Cisco Unified Operating System Administration, under Settings > NTP Servers. Ensure that the external Network Time Protocol (NTP) server is stratum 9 or higher (9to 1). IlieNTP server settings can beconfigured only onthe first node or publisher. When adding an NTP server, enter the hostname orIPaddress.
Note
Any change thatis made tothe NTP servers cantakeas many as 5 minutes tocomplete. Whenever anychangeis madeto the NTP servers, refresh the window to display the correct
status
If there is no NTPserver available, then manually configure the time under Settings > Time and enter the date and time for CiscoUnity Connection. If the dale or time was changed manually,
restart the Cisco Unity Connection server:
Via the GUI. selectingSettings > Version and restarting the server Via the CLI. usingthe utils system restart command
2-42
Integrating Cisco Unified Communications Applications (CAPPS] u80
) 2010 Cisco Systems Inc
Setting the Time Zone

The time zone that is set duringthe CiscoUnity Connection installation can be changedonly
via CLI.
Use the CLI to change the time zone that was specified during the installation.
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Use the show timezone list command to determine the
correct time zone; for example, 145 represents Eastern Standard Time (America/New_York).
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To see the current configured time zone, issue the show timezone config command. Use the
show timezone list command to search for the correct time zone. Use the set timezone
command to change the time zone; for example use the option 145 to indicate New York time.
A reason to change the time zone could be that a Cisco Unity Connection server has moved to another location (time zone). The timestamps in the Cisco Unity Connection system would be wrong, especially when troubleshooting different Cisco Unified Communications Systems together, The timestamps should be issued in the same time zone as the synchronized NTP
servers.
Time Zone Usage

The figure shows a centralized Cisco Unity Connection system with users in two locations and
different time zones.
Mailboxes, call handlers, greetings, and other objects

rely on the timezone.
Time Zone UTC-8
Business Hours 9 a m - 5 p.m

Cbsed
Standard
Time Zone UTC-5
Greeting
8 15a m
Greeting
11.15a.m.
Message Left
at 12:31 p.m.
Receives Greetings at 11 15 am Leaves Messageat 12.31 p.m
Mailboxes, call handlers, greetings, and odier objects in Cisco Unity Connection rely on the time zone and a schedule. A user with a schedule that is set lo business hoursMonday lo Friday from 09 a.m. to 5 p.m. (0900 to 1700) has an active mailbox during this time.
For example, in combination with time-zone settings, the business hours are set to Eastern Standard Time (KST. Coordinated Universal Time (UTC| -5 hours). A call that originates at 4
p.m. (1600) Pacific Standard Time (PST, UTC -8 hours), and that is directed to a Cisco Unity
Connection system based in the EST zone, actually reaches Cisco Unity Connection at 7 p.m. (1900). The example presents a schedule that is set to Monday to Friday from 9 a.m. to 5 p.m. (0900 to 1700). The time zones are set to UTC -5 and to UTC -8. If a caller that is based in EST calls a
local number at 11:15 a.m. (1115), then Cisco Unity Connection answers the call at 11:15 a.m.
(1115). If the caller dials a number that is based in PST, then the call arrives at 8:15 a.m. (0815) PST and Cisco Unity Connection plays a closed greeting, according to the business-hour
schedule.
The time zones are used in different ways. When a call is forwarded to voice mail, the configured time zone of the called user controls the announcement, depending on the lime when the message is left. The greeting (for example, standard or closed) is also chosen according to the time of the call, in combination with a schedule. The same is true for the call
handlers.
2-44
Schedules
Schedules are one of the variables that Cisco Unity Connection uses to manage calls. Call handler transfer rules can be varied based on a schedule, and schedules can be applied to routing rules to change call-routing patterns for different time periods, Schedules also affect
when some userand callhandler greetings play.
Schedules
Predefined schedules exist fbr all hours or weekdays

(business hours).
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Add new schedules, or edit the existing schedules.

Sunday Monday Tu*id*y j Wvdrmdfly ! Thursday i Friday Saturday
Cisco Unity Connection offers two predefined schedules: All Hours, and Weekdays. Both can be modified. By default, the Weekdays schedule is configured to observe standard hours from 8:00 a.m. through 5:00 p.m. (0800 through !700), Monday through Friday. The schedule is also configured to observe the predefined holiday schedule, which does not contain any dates or times by default. For each schedule that is created or modified multiple ranges of hours and days make up the
standard and closed hours. The definition of these ranges is as follows:
Standard hours: The standard hours and days make up the normal business hours, when the organization is open. Standard hours can include multiple time ranges and different time ranges on different days. For example, standard hours for an organization might be Monday through Friday from 8:00 a.m. (0800) to noon and 1:00 p.m. to 5:00 p.m. (1300 to 1700), to accommodate a lunch break, and Saturday from 9:00 a.m. to 1:00 p.m. (0900
to 1300). Standard transfer rules are in effect during the days and time ranges that are
added to the standard schedule; standard user and call handler greetings play during
standard hours.
Closed hours: The hours and days that are not identified as standard hours are considered nonbusiness hours, when the organization is closed. Closed user and call handler transfer rales operate at all timesincludingholidaysthat are not specified by the standard schedule. Closed user and call handler greetings play according to the closed hours.
2-45
Holiday Schedule
You can specify the holidays for future years, in advance.
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Holidays can be combined with standard schedules.
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Create a new holiday schedule. Add the holidays; for example, Christmas Eve.
In addition to schedules, you can associate a holiday schedule that defines specific holiday
dates and times:
When a Holiday setting is in effect. Cisco Unity Connection plays holiday greetings (if enabled) and observes closed-hours transfer rules. Several years of holidays can be set up at one time. Because many holidays occur on different dates each year, confirm that the
holiday schedule remains accurate annually. Holiday greetings for users and call handlers play during this period.
2-46
Integrating Cisco Unified Communications Applications (CAPPS) 1/8 0
Cisco Unity Connection Distribution Lists

System distribution listsin Cisco Unity Connection are usedto sendvoicemessages to multiple
users.
Cisco Unity Connection Distribution Lists

System and private distribution lists can be defined. Predefined system distribution lists exist; for example, one
that comprises all voice-mail users.
* Private distribution lists can be limited by the number of members or by the number of distribution lists per user. > Distribution lists can receive voice messages.
System
DEsibirtcn List
Members of a system distribution list typicallyare users who need the same information on a regularbasis, such as employees in a department or membersof a team. The predefined system
distribution lists are the following:
Undeliverable messages
All voice-mail users
All voice mail-enabled contacts
A voice-mail user can configure private distribution lists. An administrator can define a maximum of 99 private distribution lists per user; the default is 25.
Withinthe privatedistribution list, the numberof memberscan be set to a maximum of 999;

the default is 99.
2-47
System Distribution Lists

Createor modify systemdistribution lists for efficient company communication.
A system distribution list that contains all users exists.
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Create new or modify existing system distribution lists.
Record the name and set an alternate name (optional)

Manage membership, under Edit > Distribution List Members.
To addor modify a system distribution list, navigate to Distribution Lists > System Distribution Lists and configure the following parameters:
Alias: Enter a unique lext name for the distribution list.
Display Name: Enter a descriptive display name for the distribution list.
Wien entenng display names for users, contacts, and distribution lists, consider that the voice-recognition conversation might have trouble recognizing display names that contain
special characters and diacritical marks. When a user, contact, or distribution list does not
Note
have a recorded name, Cisco Unity Connection tries to play the display name or the
concatenated first and last names.
Extension and Partition: Enter the extension that the phone system uses to connect to the distribution list, and assign a partition.
Recorded Name: This value is the recorded name of the distribution list. To record the
voice name here, use the Media Master. Usethe Open Fileoption on the Options menu of
the Media Master to use a prerecorded WAV file as the recording.
Allow Contacts: Check this check box to allow contacts to be added as members of the
system distribution list. Note that when a distribution list includes contacts as members,
userson remotevoice-messaging systems(VPIMlocations) cannotsend messages to the

list.
Accept Messages from Foreign Systems: Check this check box to allow users on remote
voice-messaging systems that arc configured as VPIM locations to sendmessages to this

distribution list.
2-48
>2010Cisco Systems Inc
Contacts If workers, vendors, or partners who do not have mailboxesin Cisco Unity Connection need to communicate with users, then create system contacts for them.
Add contacts in combination with the contact
template.
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Contacts reside on external systems that connect via VPIM. A VPIM location needs to be set in the contact template.
Unlike personal contacts, which need to be set up individually for each user, system contacts are available to all users. In addition, users can add system contacts to their personal callroutingrules and caller groups and can use voice commands to call system contacts. Also, you can update contact information from one place. System contacts can be configured for VPIM messaging. These system contacts represent users on other VPIM-compatible voice-messaging systems. Whensystem contactshave been set up to represent VPIM users, Cisco Unity Connection users can send and receive messages to and
from those VPIM users on other voice-messaging systems.
Settings for the contact template are the following:

Alias: Enter a unique text name for the contact template.
Display Name: Enter a descriptive display name for the contact template.
List in Directory: Check this check box to list the system contact in directory assistance,
which outside callers can use to reach contacts.
Partition: Choose the partition to which the object belongs.
Delivery Location: Choose the VPIM location to which messages are delivered.
Also configure these settings for the contact:

Enter the Alias, First Name, Last Name, and Display Name of the contact. Choose the contact template on which to base the new contact.
2-49
Afteryou save a new contact, additional fields are revealed. Aside from the Recorded Name field, the List in Directory check box. and the Partition field, these additional fields include the following:
Transfer Enabled: If Cisco Unity Coimection should transfer incoming calls to a phone number that is associated with a contact, then check this check box. Also enterthe phone
number in the Transfer Extension field.
Transfer Extension: When the Transfer Enabled check box is checked, Cisco Unity
Connection transfers incoming calls to the phone number that is entered in this field. When
entering a phone number, include anyapplicable public switched telephone network

(PSTN) access codes.
Delivery Location: Verify the VPIM location for the VPIM contact.
VPIM Remote Mailbox Number: Enter the mailbox number for the VPIM contact on the remote \oice-messagmg system.
Local Extension: ForVPIM contacts, assign a local extension that fits into theCisco Unity
Connection extension numbering scheme. A local extension allows callers to address
messages to the VPIM contact by usingan extension, rather than havingto know the
location ID and the remote mailbox number of the contact. In addition, if the Transfer
Enabledand TransferExtension fields are set, then callers can identify and be transferred to
the VPIM contact.
2-50
Cisco Unity Connection Authentication and

Roles
This topic describes the authentication rules to secure access to Cisco Unity Connection and the
rolesthat canbe assigned to usersto givethemadministrator access rights.
Authentication Rules
Authentication rules can be set for the password (not with LDAP authentication) and PIN.
For example, a minimum credential length that is set to three and that
disables the check for trivial passwords would allow the PIN 123.
Use secure PINs and passwords.
For Cisco UnityConnection users who are linked to user data in an LDAP directory, this authentication ruleapplies onlyto voice-mail passwords (PINs). The LDAP directory, rather than Cisco Unity Connection, manages web authentication and failed sign-in attempts. For Cisco Unity Connection users who arenot linked to userdatain an LDAP directory, this authentication rule appliesboth to voice-mail passwords and to web passwords.
The following settings can be configured:
Display Name:Entera descriptive name for the authentication rule. Failed Sign-In: Enter the number of failed sign-in attempts afterwhichuserswill be unable to accessCiscoUnity Connection. Whenthis field is set to zero, no limit is placed
on the number of failed sign-in attempts, and user will not be locked out of the account.
The default setting is three attempts.
No Limit for Failed Sign-Ins: Check this check box to set no limit on the numberof failed sign-in attempts and prevent users from beinglocked out of the account.
Reset Failed Sign-Ins Attempts Every: Enter the number of minutes after which Cisco Unity Connection will clear the countof failed sign-in attempts(unlessthe failed sign-in limit is already reached and the accountis locked). When this field is set to zero, a failed sign-in attempt will result in the user account being locked until an administrator
manually unlocks it. The default setting is 30 minutes.
2-51
Lockout Duration: Enter the number of minutes that a user account will remain locked
afterthe allowed number of failed sign-in attempts has been reached. While the account is locked, users cannot access Cisco Unity Connection by phone. If a value of 0 is entered, then the account remains locked until anadministrator manually unlocks it.The default is
30 minutes.
Administrator Must Unlock: Check this check box so that locked accounts will remain locked until manually unlocked by an administrator.
Minimum Duration Between Credential Changes: Enter the numberof minutes that mustelapse between password changes. Thissetting doesnot apply when administrators
change the password in Cisco Unity Connection Administration.
Credential Expires After: The defaultsetting is 180days.

Never Expires: Check this check box so that passwords that are based on this
authentication rule never expire. Use of this check box is most applicable tor low-securit;
users or for accounts that more than one person can access. Note that when this check box is checked, users can still changepasswords at any time.
Expiration Warning Days: Enter the number ofdays before passwords expire that
Cisco Unity Connection willwarn users about that expiration. A value of 0 means that
Cisco Unity Connection will not warn users that a password isabout toexpire.
MinimumCredential Length: Enter therequired number of digits for user passwords.
Enter a value between 1 and 64. where the default is eight digits.(In general, shorter
passwords areeasier to use, butlonger passwords aremore secure, soeight or more digits are recommended. When theminimum credential length changes, users will berequired to use the new lengththe next time that they changetheir passwords. Stored Number of Previous Credentials: Enter a value for the number of previous
passwords that Cisco Unity Connection stores for a user. When a user enters a new
password. Cisco Unity Comiection compares it to the stored passwords, andrejects it if it matches a password in the history. A value of 0 means that Cisco Unity Connection will
not store any previous passwords for the user. The default is five passwords.
Check for Trivial Passwords: Checkthis checkbox. The next topic provides more
information about trivial passwords.
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Integrating Cisco Unified Communications Applications (CAPPS) v8.0
Check for Trivial Passwords

To secure accessto CiscoUnity Connection via TUI, checkthe Check for Trivial Passwords check box and create a company password policyto enforcethe passwordcheck.
Check for Trivial Passwords
The setting verifies that a new password meets the following

criteria. The digits are not all the same. The digitsare not consecutive. Trie password is not the same as Ihe primaryextension. 9999 1234 cr 4321 2001
Provide a user-password policy to avoid specifying a

password that:
Spells the first or last name, organization or company name, or any
other obvious words.
1002
900012
Is the reverse o?the primary extension

Uses the same digits more than twice
20185 to 201BS
18181
Is a one-digit increment of a previous password

Contains fewer than three afferent digits
If checking for trivialpasswords. CiscoUnity Connection verifiesthat a new password meets the following criteriawhen user phone passwords are changedby using Cisco Unity
Connection Administration, the Cisco Unity Assistant, or a Cisco Unity Connection
conversation:
The digits are not all the same; for example, 9999. The digits are not consecutive; for example, 1234 or 4321.
The passwordis not the same as the primary extensionthat is assigned to the user.
In addition to checking the Checkfor Trivial Passwords check box, considerprovidingusers with a password policy that advises themto avoidpasswords thatdo the following:
Spellstheir first or last name,their organization or company name,or any other obvious
words
Contains their primary extension, is the reverse of their primary extension, or contains the reverse of their primary extension
Uses the same digits more than twice in a row (for example, 900012)
Is a one-digit increment of a previous password (for example, changing 20185 to 20186)

Contains fewer than three different digits (for example, 18181)
>2D10 Cisco Systems, Inc.
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Roles
Cisco Unity Coimection offers levels of privileges foradministrator accounts, setaccording to a list of predefined roles. Roles specify which tasks administrators can execute. Before adding
administrator accounts, choosethe roles that are assigned to each account.
There are eight predefined roles; for example, the

System Administrator.
&uh YH* Ifpdatt
No new roles can be added or be modified.
Cisco Unity Connection offers predefined roles. To see the specific privileges for each administrator role, expand System Settings > Roles in Cisco Unity Connection Administration. and click the name of the role. Changescannotbe made to the permissions that are associated
with each predefined role.
The following roles are predefined:
HieAudioText Administrator can managecall handlers, directory handlers, and interviewhandlers.
The Greeting Administrator can access the Cisco Unity Greeting Administrator, a Cisco Unity Connection feature that allows users to manage, by TUI, the recorded greetings for call handlers. This role needs to be assigned to a user with a Voice Mailbox
account because the administrator must be able to accessCisco UnityConnection by

phone.
The Help Desk Administrator can reset user passwords, unlock user accounts, and viewuser setting pages.
The Remote Administrator can use remote tools to administer the database.
The System Administrator is the top-level Cisco Unity Connection administration role. This role allows access to all Cisco Unity Connection administrative functions, including all user and system settings, all reports, and all administration and diagnostic tools. The defaultadministrator account that the installerspecifiedduring initialsetup of Cisco Unit} Connection is set to this role. System Administrator is the only role that has permission to
create administrative accounts.
2-54
TheTechnician role gives anadministrator access to all functions thatenable management of the Cisco Unity Connection server and phone system integration settings. Administrators with thisrolecan runall reports, usediagnostic tools, andview all system and usersettings
pages,
The User Administrator can manageuser accounts, access all user-administration fiinctions, run user-related reports, and use user-administration tools.
)2010 Cisco Systems. Inc.
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Cisco Unity Connection Restriction Tables

This topic describes the restriction tables that can be used toprevent calls such as calls to long
distance phone numbers.
Four restriction tables exist; by default, all disallow

long-distance numbers for:
Fax
1 Message notification outdial " Caller system transfer

Call transfer
Excluded extensions for automatically added alternate

extensions
Cisco Unity Connection comes with predefined restriction tables, which can be modified but
not deleted. By default, each ofthese restriction tables prevents access to long-distance phone
numbers.
The following restriction tables are predefined:
Default Fax: This table restricts the numbers that can be used for fax delivery.
DefaultOutdial: This tablerestricts the numbers that can be used formessage notifications. The tablealsorestricts the userextensions thatCiscoUnity Connection can dial whenthe phone is chosen as the recording and playback device in the MediaMaster.
Default System Transfer: This table restricts the numbers that can be used for caller
system transfers, which allow unidentified callers to transfer to a number that they specify.
For example, callers might want to dial a lobbyor conference room phone that is not associated with a Cisco Unity Connection user. By default, the table does not allow Cisco Unity Connection to dial any numbers.
Default Transfer: This table restricts the numbers that can be used for Call Transfer.
Excluded Extensions for Automatically Added Alternate Extensions: This table
restricts thenumbers that can beoffered as alternate extensions. Forexample, you can restrict a lobby or conference room extension so that users who frequently callCisco Unity Connection from those shared phones are not automatically prompted to add the numberas
an alternate extension.
2-56
Restriction Table Configuration

The figure shows the default restriction table for message notification.
Restriction Table Confiquration

Navigate to System Settings > Restriction Tables.
For message notification to long-distance numbers, uncheck

the Blocked box for the rule order 0.
The order of the restriction pattern is important.
To modify or create new restriction tables, configure the following parameters:
Display Name: Enter a descriptive display name for the restriction table. Maximum Length of Dial String: Enter the maximum number of digitsincluding access codesin a Call Transfer, message notification, or fax delivery number. Only dial strings that contain as many or fewer digits than the Maximum Length of Dial String value are checked against the restriction table. Dial strings that contain more digits than the Maximum Length of Dial String value are not permitted. For example, suppose that local calls in the relevant area are seven digits long, and users should be prevented from using long-distance phone numbers. A local number plus the access code for the phone system equals eight digits, so you would enter 8 in the Maximum Length of Dial String field.
Minimum Length of Dial String: Enter the minimum number of digitsincluding access codesin a Call Transfer, message notification, or fax delivery number. Only the dial strings that contain as many or more digits than the Minimum Length of Dial String value are checked against the restriction table. Dial strings that contain fewer digits than the Minimum Length of Dial String value are not permitted. For example, to prohibit users from using four-digit numbers, you would enter 5 in the Minimum Length of Dial String
field.
New Restriction Patterns Are Blocked by Default: Check this check box if new restriction patterns should be marked as Blocked by default.
12010 Cisco Systems. Inc.
2-57
Configure the following settings in the Restriction Patterns section:
Order: This field indicates the order in which Cisco Unity Connection will evaluate the pattern when applying the restriction table. Note that the order of the patterns is important. Cisco Unity Connection sequentially compares a phone number to the call patterns in the restriction table, starting with call pattern 0. If a number matches more than one call pattern, the number is permitted or restricted according to the first call pattern that it matches. The lasl pattern in the table always matches all numbers (indicated by an asterisk
[*])
Blocked: Check tins check box to have Cisco Unity Connection prohibit use of phone numbers that match the corresponding pattem.
Pattern: Enter specific numbers or patterns of numbers that can be pemiitted or restricted. Include external and long-distance access codes. Use the digits 0 througli 9 and the following special placeholder characters:
Asterisk (*), to match zero or more digits

Question mark (?). to match exactly one digit:
Pound (#) symbol, to correspond to the pound key on the phone
2-58
Cisco Unity Connection LDAP Integration

This topic describes the components of LDAP integration: LDAP synchromzation and LDAP
authentication.
LDAP Integration
LDAP integration comprises LDAP synchronization
and LDAP authentication:
LDAP Server
Cisco Unity Connection

User Authentication
PIN via TUI
Password Request
LDAP Synchronization of
Users Can Be Filtered
The PIN is always local.
Single-password login occurs via LDAP.

Password via GUI
LDAP integration comprises two parts. In LDAP synchronization, users are imported to Cisco
Unity Connection. Cisco Unity Connection cannot copy any information to the LDAP server. In LDAP Authentication, users can use a domain password to log into Cisco Unity Connection. However, the PIN is always kept locally, in Cisco Unity Connection.
) 2010 Cisco Sysiemt, Inc.
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Import of Users from LDAP

To import users from LDAP, activate the Cisco DirSync service under Tools > Service Activation in Cisco Unified Serviceability.
uss&gegisffi mmMiLC^,
On Cisco Unity Connection, activate the Cisco DirSync

service.
: Oiret*WTf Services
tervlit Ndmi Cisco QirSin;
Configure LDAP setup.

- LDAP Syilem Information
ZlE'.sb.e ^-Ji-Lr LCi= S?rê- Tvp;
;.rg -torrs..DAP St-vn Miysurt Acti.e Dtf'OG'f
Lut- ia"tu:e (; Us^- ID î-li:coiirlNar,p
Select the LDAP server type.

Select the user attribute for LDAP integration.
To set up the LDAP system, configure the following parameters:
Enable Synchronizing from LDAP Server: Check this check box so that Cisco UnityConnection gets basic information about Cisco Unity Connection users from the LDAP directories that are specified on the LDAP Directory configuration page. Data is synchronized only for the Cisco Unity Connection users that are imported from the LDAP directory; Cisco Unity Connection does nol automatically create new Cisco Unity Connection users when new users are added to the LDAP directory.
When LDAP synchronization is enabled, Cisco Unity Connection user data for the fields
that were imported from the LDAP directory cannot be changed. To update the data in Cisco Unity Connection, you must change the data in the LDAP directory and then do one of the following:
Manually resynchronize Cisco Unity Connection data with LDAP data by clicking the Perform Full Sync Now button on the LDAP Directory page. If automatic resynchronization is configured on the LDAP Directory page, wait for
the next automatic ^synchronization to occur. LDAP Server Type: Choose the type of LDAP server from which Cisco Unity Connection will import the user data. LDAP Attribute for User ID: Choose the field in the LDAP directory that should appear in the Alias field in Cisco Unity Connection for imported LDAP users. The field must have a value for every user in the LDAP directory. In addition, every value for that field must be unique. Any LDAP user who does not have a value in the field will not be imported into
Cisco Unitv Connection.
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Integrating Cisco Umf ed Communications Applications (CAPPS) v8 0
LDAP Directory
The LDAP directory configuration islike the Cisco Unified Communications Manager LDAP
directory configuration.
LDAP Directory
Navigate to LDAP > LDAP Directory Configuration.

- LDAP Directory InfamiAtiort
LDAP CcrhgtrHicn Name"

LDiP Mfln^gti Pisiino-jisfied Name LDEP HKnanl*
LDAF
CCMDirMoreci
. Canfcrm PasswO'd* : L3AP Ifsff- Searrji Base' i LDflO CiMtnm F lt

;ti-kKtn, d^< Nona >
!- LDAPDirettory Svncr.n>nliallon Schedule ; Pe-fo-i- Sfnc JuKCivt f|]

ti-forn i Ct S.K E!'.'* ? D=Y
.*>! iie.i,n-Tim-(rri*.MM-CDhri;mm)* -QiD-Q3-lS 3G:3Q
Enter the LDAP directory information.
Set the synchronization schedule.
Configure the following LDAP directory settings:
LDAPConfiguratioD Name: Enter a name forthe LDAP configuration. If several LDAP
configurations with different LDAP user search bases are added, enter a name that
identifies the users in the current search base.
LDAP Manager Distinguished Name and LDAP Password: Enter the name and password ofanLDAP directory administrator account that has access to data inthe LDAP user search base that isspecified inthe LDAP User Search Base field. Cisco Unity Connection uses this account to synchronize Cisco Unity Connection data with LDAP data
LDAP User Search Base: Enter the LDAPdirectory locationthat contains the user data
that should besynchronized with Cisco Unity Connection user data. Cisco Unity Connection imports all users inthe tree orsubtree (domain ororganizational unit) that the search base specifies. ACisco Unity Connection server orcluster can import LDAP data
from subtreeswith the same directory root only; for example, from the same Microsoft
Active Directory forest.
Thesynchronization can be doneonceor on a regular basis:
Perform Sync Just Once: Check this check boxto resynchronize user datain the Cisco Unity Connection database and inthe LDAP directory onetime, rather thanat
regular intervals.
If Cisco Unity Connection users are already created from LDAP data,this
^synchronization imports updated LDAP data for the existing Cisco Unity Connection
users. However, if new users have been addedto the LDAP directory, this
^synchronization does not create new Cisco Unity Connection users. Manually create new
Cisco Unity Connection users by importing them.
5 2010 Ciico Systems, Inc.
Cisco Unity Connection in a CiscoUnified Communications ManagerEnvironment
2-61
Perform aRe-sync Every <lnterval>: To resynchronize user data in the Cisco UnityConnection database with user data in the LDAP directory at regular intervals, specify the
frequency with which the resynchronizations shouldoccur. The minimum interval is 6
hours. The first resynclironization occurs onthe date and time that is specified inthe Next
Re-sync Time field.
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2010Cisco Systems Inc
Set the user attributes for LDAP synchronization.
lO*P5r*f. I
Add Jkivathcr Redbnd*
Most attributes are preselected and cannot be changed.

Enter the LDAP server IP address and port.
These user fields that can be synchronized with an LDAP server:

User ID: The value of the LDAP field that is listed here is stored in the Alias field in the
Cisco Unity Connection database. The field that is listed here was specified on the LDAP Setup page, in the LDAP Attribute for User ID list. Middle Name: Choose which value from the LDAP directory to store here: middleName
or initials.
Manager ID: The value of the manager field in the LDAP directory is always stored in the Manager ID field in the Cisco Unity Connection database.
Phone Number: Choose which value from the LDAP directory to store here: telephoneNumber or ipPhone.
First Name: The value of the givenName field in the LDAP directory is always stored in
the First Name field.
Last Name: The value of the sn field (surname) in the LDAP directory is always stored in
the Last Name field.
Department: The value of the department field in the LDAP directory is always stored in
the Department field.
Mail ID: Choose which value from the LDAP directory to store here: mail or
sAMAccountName.
At the end. set the LDAP server parameters IP address and port 389. To point to a Microsoft
Global Catalog, use port 3268 instead.
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LDAP Authentication
Toallowthe use of the domain password to log into the Cisco Unity Connection userpages
configure LDAP authentication.
Navigate to LDAP > LDAP Authentication.
Enable LDAP authentication.
Enter the LDAP user credentials and the LDAP search base.
Enter the IP address and port number.
The LDAP authentication configuration parameters are like the LDAPdirectory configuration:
Use LDAP Authentication for End Users: Check this check box so that Cisco Unity Connection web applications wilt authenticate usemanies and passwords against the LDAP directory. When this check box is unchecked, Cisco Unity Connection web applications authenticate usemanies and passwords against the usemame and web application password
in the Cisco Unity Connection database.
Whenuserslog into Cisco UnityConnection by phone, Cisco Unity Connection always

authenticates based on the voice-mail password in the Cisco Unity Connection database, rather than on any value in the LDAP director)-.
LDAP Manager Distinguished Name and LDAP Password: Enter the name and password of an LDAP directory administrator account that has access to data in the LDAP user search base that you specify- in the LDAP User Search Base field. LDAP User Search Base: Lnter the LDAP directory location that contains the user data that you want to use to authenticate usemames and passwords that are entered in Cisco Unity Connection web applications. If more than one LDAP configuration is created, the user search base that is specified here must contain all of the user search bases that are specified in the LDAP configurations.
Host Name or IP Address for Server: Enter the server name or the IP address of the
LDAP server. If Secure Sockets Layer (SSL) will be configured, then specify a hostname in this field. Otherwise, authentication will probably fail for IMAP clients. Certificates rarely include the IP address of a server, so if an IP address is specified and the SSL certificate identifies the LDAP server only by hostname, Cisco Unity Connection cannot verify the identity of the LDAP server. When using Active Diiectoiy for the LDAP director)-, specify an Active Director)' global catalog server for faster response limes.
Integrating Cisco Unified Communications Applications (CAPPS] v8 0 >2010Cisco Systems, Inc
LDAP Port: Enter the LDAP server portthat CiscoUnity Connection should useto access
the LDAP directory. For anActive Directory global catalog server, use port 3268. Use port
3269 if SSL is used.
Use SSL: Checkthis checkbox to use SSLto encryptthe usemameand passwordthat are transmitted between theCiscoUnity Connection server and the LDAP server during authentication. To enable SSLencryption, export the SSLcertificates from the applicable
LDAP directory servers and upload the certificates onall Cisco Unity Connection servers.
Add Another Redundant LDAP Server: Click this button if anotherLDAPserver is
available.
>2010CiscoSystems, Inc
Cisco Umty Connection ina CiscoUnified Communications Manager Environment
2-65
LDAP Service Parameters

To modify LDAP parameters such as number ofagreements ortimers, go to the LDAP service
parameters.
The LDAP parameters are defined in the Cisco DirSync service.

Cluster-wide Parameter* {Parameters that apply Id all servers}
Search bases and timers can be defined for the LDAP synchronization and authentication.
Hie Cisco DirSync service parameters are as follows:
Maximum Number of Agreements: This value specifies the maximum number of LDAP
directories (also known as agreements) that can be configured onthe LDAP Directory
page. Creating more than oneLDAP directory helps when synchronizing users from more than one search base. The range is 1to 5 agreements; thedefault setting is 5.
Maximum Number of Hosts: Tliis value specifies the maximum number of LDAP
hostnames that canbe configured for failover purposes. The range is 1to 3; 3 is thedefault
setting.
Retry Delay on Host Failure (Sees): This value specifies the number ofseconds todelay
before retrying the connection to the first LDAP server (hostname). After a connection
failure, the system tries three times toreconnect tothe same host. If the third attempt is
unsuccessful, the system attempts to connectto the next hostname in the list, in hierarchical order. The range is 5 to 60: the defaultsettingis 5 seconds. Retry Delay on HostList Failure (Mins): This value specifies the numberof minutes to delay before retrying ever)' LDAP server (hostnames). Connections to LDAP servers are retried in the order they appear in Cisco Unity Connection Administration. Three
connection attempts aremade, based on the delay interval that is specified inthe Retr) Delay On Host Failure service parameter. When all three connection attempts fail to result ina connection tothe LDAP server, the next LDAP server inthe list istried. IfCisco Unity Connection is unable to connect to any of the LDAP servers inthe list, anerror is logged and Cisco Unity Connection waits until the next synchronization interval before again
tryingto connect, startingwith the first LDAP server in the list. The rangeis 10 to 120; the
default setting is 10 minutes.
2-66
LDAP Connection Timeout (Sees): This value specifies the number ofseconds that is allowed for establishing the LDAP connection. The LDAP service provider aborts the connection attempt ifaconnection cannot be established in the specified amount oftime.
Therange is 1to 60; thedefault setting is 5 seconds.
Delayed Sync StartTime (Mins): Specifies the delay instarting the directory
synchronization process after the Cisco DirSync service starts. Directory synchronization
ensuresthat the users in the LDAPserver are copied to the Cisco Unity Connection
database. Therange is 5 to 60;thedefault setting is 5 minutes.
2-67
Search Base
The Cisco DirSync service, which isenabled through the Cisco Unity Connection
Serviceability web page, performs the synchronization. When the service is enabled, as many
as five synchronization agreements can be configured in Cisco Unity Connection.
A user search base defines which users are imported.

User Search Base 1 User Search Base 2
CCMDirMgr
Two agreements are defined for the organizational units Site 1

and Site 2.
Service accounts are not synchronized.
An agreement specifies a search base: a position in the LDAP tree where Cisco Unity Connection will begin its search for user accounts toimport. Cisco Unity Connection can import only users that exist in the domain that isspecified by the search base for a particular
synchronization agreement.
Thefigure shows two s)-nchronization agreements:
One synchronization agreement specifies User Search Base I and imports users jsmith.
jdoe. and jbloggs.
The other synchronization agreement specifies User Search Base 2 and imports users
jjones. bfoo. and thrown.
The CCMDirMgr account isnot imported because itdoes not reside below the point that a
user search base specifies.
When users areorganized in a structure in the LDAP directory, use that structure to control
which user groups are imported. In this example, a single synchronization agreement could
have been usedto specifythe root of the domain. However, that search basewouldalso have
imported the Service Accts (except when the sn fields were empty). Thesearch base does not need to specify the domain root; it may specify- any point in thetree.
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>2010Cisco Systems. Inc
Advanced LDAP Settings

The figure shows how to modify the extensions that are imported to Cisco Unity Connection.
Modify the imported phone numbers.

s:r sflensior -tgular e<p's.
[0 9]4
Use regularexpression to convert the phone number.

[0-9]+
[0-9)[0 -910-910-9)$
Usethe phone numberas the extension, without

punctuation.
Use the last four digits of the phone number as the

extension.
*ro-9][0-9][0-910-91
Usethe firstfour digits ofthe phone numberas the

extension.
These regular expressions are commonly usedfor LDAP filters:
0123456789: Any oneof these digits indicates thatthere is exactly oneinstance of that
digit.
Question mark (?): Thequestion mark indicates zeroor oneof the preceding element.
Plussign(+): The plus sign indicates oneor more of thepreceding element.

Asterisk (*): Theasterisk indicates zeroor moreof the preceding element.
Formore information about regular expressions, perform a web search on "regular expression". Follow these steps to add a filter thatconverts LDAP phone numbers to Cisco Unity
Connection extensions:
Step 1 Step 2
InCisco Unity Connection Administration, expand System Settings > LDAP, and
then click Advanced LDAP Settings.
IntheFilter to Convert LDAP Phone Numbers into Connection Extensions field, enter a regular expression to convert thephone number thatis imported from the LDAP directory intoan extension for use in CiscoUnity Connection. Thefollowing
are a few examples:
Step 3
To usethe phone number as the extension, without punctuation, enter |0-9|+.

To use the last four digitsof the phone numberas the extension,enter [0-9] [09][0-9][0-9]$.
To use the first four digits of the phone number as the extension, enter A[0-9][09][0-9][0-9].
Click Save.
Cisco UnityConnection in a Cisco UnifiedCommunications Manager Environment
2-69
General LDAP Filter Introduction

The figure describes thesearch filter syntax that can beused forthe LDAP filter in the LDAP
directory configuration.
jOp^Sska
Define the search criteria for an LDAP filter

(objectClass=*) All objects
(&(objectCategory=person) (objectClass=user)(!cn=jorin))
(sn=sm*)
All user objects except "John"

All objects with a surname that starts
with "sm"
(&(objectCategory=person)
(objectClass=corrtact)
Allcontacts with a surname that is equal

to "Smith" or "Johnson"
(|(sn=Smith)(sn=Johnson)))
Matching components of directory numbers:

(&(objectClass=group)(| (ou:dn:=Chicago){ou:dn:=Miami))) (S(objectClass=group)(& {ou:dn:=Chicago}(! (ou:dn:=Wrigleyville))))
Search filters allowthedefinition of search criteria and provide more efficient andeffective
searches. Unicode strings represent these search filters. The figure lists some examples of LDAP search filters. Thetable lists frequently used search filter operators.
Search Filter Operators
Operator
=
Description
Equal to
-=
Approximately equal to Less than or equal to

Greater than or equal to
AND
<-
>=
&
1
I
OR
NOT
To match a part of a directory number (forexample, to look for the groups in twosubtrees), use
a filter such as the following:
(&(objectClass=groupKI(ou:dn:=ChicagoXou:dn:=Miami)))
This filter will find groups that have anorganizational unit component inthe distinguished
name (DN), which is either Chicago or Miami.
2-70
IntegratingCisco Unified Communications Applications(CAPPS) v8 0
(2010 Cisco Systems Inc
To exclude entities that match an expression, use an exclamation point (!):
m (&(objectCIass=group)(&(ou:dn:^ChicagoX!(ou:dn:=Wrigleyville))))
This filter will find all Chicago groups exceptthose that have a Wngleyvilleorganizational unit component. Note the extra parentheses: (!(<expression>)).
2-71
LDAP Filter Configuration

To limit the amount of imported users to the relevant base, use an LDAP filter.
Itei
Navigate to LDAP > LDAP Custom Filter.

LDAP Custom Filter Information
'""
iE.^fcitctClas^j-auiOIouidn =Bmon.;
* The filterimports users only from the organizational unit (OU)

Boston.
- Apply the filter in the LDAP directory configuration.

IX'iF Cuitc.Ti Fr.er ou EoEtcn ,,
* Because onlyone filter can be selected in the LDAP directory configuration, more organizational units or other objects must
be added to the filter.
Configure the LDAP filter as follows:

Enter a name for the LDAP filter. The name can contain a maximum of 64 characters. Enter a filter. The filter can contain a maximum of 1024 characters. Enclose the filter text
within parentheses ().

The LDAP filter filters the results of LDAP searches. LDAP users that match the filler are
imported into the Cisco Unity Connection database, whereas LDAP users that do not match the
filter are not imported. The filter text that is enteredmust complywith the regular LDAP
search-filter standards that are specified in RFC 4515. You should verify the LDAP search filter against the LDAP directory and search base.
2-72
Summary
This topic summarizes the key points that were discussed inthis lesson.
CiscoUnity Connection system settings are the core of the Cisco Unity Connection configuration. These settings control integrations, enterpriseand service parameters, and access rights to Cisco Unity Connection (for example). General settings can be overwritten byusers, call handlers, or contact
settings.
During the installation, the correcttimezone is set. Thistime

zone controls the schedules and holidays and which greeting or transfer rule is active. When using VPIM, create contacts to send messages off-net to other voice-messaging systems.
1Use the authentication rules to secure the access to Cisco
Unity Connection via GUI orTUI. Enable the checkfor trivial passwords. Forthe administrator access, eight predefined
roles are set up. The System Administrator has the most
powerful access.
Summary (Cont.)
Restriction tables can be used to restrict caller transfer or
message notification to certain numbers. By default, long

distance numbers are disallowed.
By using LDAP synchronization, you can import usersfrom

an LDAP server to Cisco UnityConnection. Cisco Unity Connection cannot copy data to the LDAP server. When using LDAP authentication, users can log in to the user pages by entering only one password.
Cisco Unity Connection in a Cisco Unified Communicalions ManagerEnvironment
2-73
References
Cisco Systems, Inc. System Administration GuideforCisco Unity Connection Release 8.x.
San Jose. California, February 2010.
Sutp://\\-\\w.cisct).coiiL'cn/TJS/docs/\-oicc_ip comm/coimcction/8\/adniiiiistration/guide-'
8xatcsan\.html.
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Lesson 3
Using Cisco Unity Connection

Partitions and Search Spaces
Overview
This lesson explains the Cisco Unity Connection dial plan components: partitions and search spaces, which are like Cisco Unified Communications Manager partitions and calling search spaces (CSSs). Partitions group objects, and search spaces comprise the search rights for
objects in the included partitions.
Objectives
Upon completing this lesson, you will beable to describe and configure Cisco Unity Connection dial plan partitions and search spaces. This ability includes being able tomeet these
objectives:
Describe Cisco Unity Connection partitions and search spaces
Describe how to use and configure the Cisco Unity Connection dial plan components in
customer scenarios
Cisco Unity Connection Dial Plan Components

This topic describes Cisco Unity Connection dial plan partitions and search spaces.
Components in Cisco Unity Connection are like those
in Cisco Unified CommunicationsManager:

- By default, all users are in the same default partition.
" A search space includes partitions. ' A directoryhandler (for example) allows callers to dial users
via search spaces.
Hie dial plan in Cisco Unity Connection consists ofpartitions and search spaces. These entities
can becompared to Cisco Unified Communications Manager partitions and CSSs.
During (he installation of Cisco Unity Connection, a name must be entered. This Cisco
Unity Coimection name is the default name ofthe preconfigured partition and search space. These parameters are set in the general configuration, under System Settings > General Configuration. The partition and search space then appear as preselected components. For example, all new users orcall handlers will belong tothis default partition and will be
assigned the default search space.
A search space can beused to control where a directory handlerand respectively, the callercan search for users; for example, when the caller selects the options to dial a user or send a message. Asearch space can limit a caller tosearch onthe current server only, al!
servers, or in certainpartitions or locations only.
For example, in a multisite scenario, the administrator can create one directory handler per location. These site-specific directory handlers can search for users in the current site only. not throughout the complete company directory. Another example would be toplace the managers ina manager partition sothat external users cannot directly dial the managers.
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Comparing Dial Plans

The dial plan components in Cisco Unity Connection and Cisco Unified Communications
Manager are similar.
Comparing Dial Plans The table compares the Cisco Unity Connection dial planand the Cisco Unified Communications Manager
CoS.
Dial plancomponents Partition and search space Partition and CSS

Dial plan terminology Dial plan distribution lists, call
handlers, VPIM locations
Search space
CoS
Partitions assigned to Users,contacts,
Directory number, route

pattem, translation pattern,
hunt pilot
Users, routing rules, call

handlers, VPIM locations
assigned to
Directory number, IP phone, gateway, trunk, translation pattern, MWI numbers
Both systems usethesame components, buttheterminology differs: Search space in Cisco Unity Connection is referred to asCSS in Cisco Unified
Dial plan in Cisco Unity Connection isreferred toasclass ofservice (CoS) inCisco
In Cisco Unity Connection, partitions are assigned to the following components:
User primary extensions (users with mailboxes)

User alternate extensions
Contacts (including VoiceProfile for InternetMail [VPIM] contacts)

System distribution lists System call handlers Directory handlers
interview handlers
VPIM locations
In Cisco Unified Communications Manager, partitions are assigned to components such as directorynumbers, route and translation patters,and hunt pilots.
In Cisco Unity Connection, searchspaces are assigned to the following components:

User primary extensions (users with mailboxes)
) 2D10 Cisco Systems. Inc.
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Routingrules (direct and forwarded)

System call handlers
Phone directory handlers
Voice-enabled directory handlers

VPIM locations
In Cisco Unified Coimnunications Manager, CSSs are assigned to directory numbers, the phone device, gateways, trunks, translation patterns, and Message Waiting hidicator (MWI) numbers.
2-78
2010 CiscoSystems, Inc

This topicshows an example of a customer requirement to implement the CiscoUnity
Connection dial plan.
ial Plan Example
Configure a dial plan for a headquarters and a

remote site:
* Create the partitions. Create the search spaces.
Assign the users to the partitions. Configure the directory handlers for a site-specific search in
the directory.
Directory Handier 2000
Dirsctoiyr-lander 3000
The company has a headquarters and a remotesite with a centralizedCisco Unity Connection. Each site should offer a site-specific directory handler that can search in that specific site only.
To configure the required solution:
Createtwo partitions, HQ (for the headquarters) and Remote (for the remotesite). Also create two searchspaces, HQ (for the headquarters) and Remote (for the remotesite).
The HQ search space includes the HQ partition; the Remote search space includes the
Remote partition.
Assign the users at the headquarters to the IIQ partitionand the users at the remote site to
the Remote partition.
For the directory handler at the headquarters, set the search space to HQ; for the directory
handler at the remote site, set the search space to Remote.
Now, if a caller dials the number ofthe directory handler at the headquarters, only users in the HQ partition can be called. The search is limited to the included partitionin this case, the HQ partitionin the search space that is assigned to the directory handler.
Cisco Unity Connection in a Cisco I afied Communications Manager Environment
Configuring Partitions
Thefigure shows howto configure partitions and to verify lhat thepartitions arecreated.
' ^.s-L < >i,
Modify or add new partitions under Dial Plan >

Partitions:
* Add a new partition.

New Prtrlrlicin
Aftersaving, only a description can be entered. Verify that the partitions are created correctly.
For this example, you wouldnavigatein Cisco Unity Connection to Dial Plan > Partitions and select the existing partition thatwascreated during the installation. Rename the existing partitionto the name ofthe site in whichthe CiscoUnity Connection systemis placed(HQ).
Add another partition, called Remote, for the second location. Go back to the partitions overview and verify that both partitions are listed with the correct names (HQ and Remote).
Integrating Cisco Umf ed Communications Applications (CAPPS) v8 0
2010CISCO Systems Inc
Configuring Search Spaces

This figure showshow to configure the search spaces in Cisco Unity Connection.
Configuring Search Spaces

Navigate to Dial Plan > Search Spaces and modify or
add new search spaces.
Search Space Overview
Add a new search space (Remote) and select the relevant
partition. Ifmore partitions are added, control theirorder.
In Cisco Unity Connection, under Dial Plan > Search Spaces, rename the existing search space
asHQ.
Add a newsearch space called Remote. Move the Remote partition from the Unassigned Partitions windowto the Assigned Partitions window. If more partitionsare added, use the
arrows to control the order ofthe partitions.
The same extension canexistin every partition. However, an aliascanexistonlyoncein Cisco Unity Connection. If youattempt to add an alias a second time, thefollowing message appears:
The Alias has already been assigned to another object in this
VMS Location.
Gobackto the search space overview andverify that bothsearch spaces are listed with the
correct names (HQ and Remote).
2-81
Assigning the Users to the Partitions

This figure shows how to assign Cisco Unity Connection users to a new partition.
\t>i*iciniN
Navigate to the users. Assign the headquarters users

to the HQ partition and the remote users to the Remote partition.
John Doe2001 and Jane White 2002 are assigned to the HQ

partition.
David Grey 3001 and Michael Black 3002 are assigned to the
Remote partition.
The next step is to navigate in Cisco Unity Connection to Users > Users and assign the users to
the relevant partition.
In this example, the two users in HQ, John Doe 2001 and Jane White 2002. are placed into the
HQ partition. The two users in the remote location, David Grey 3001 and Michael Black 3002.
are placed into the Remote partition.
Setthe search space to HQ for the users in die headquarters and to Remote for the users in the remote location. The search scope is notused in this sample customer requirement.
Search spaces areused to define thescope ofobjects (forexample, users and distribution lists) thatthe user can reach while interacting with Cisco Unity Connection.
2-82
Integrating Cisco Unified Communications Applications (CAPPS)vB 0
Assigning a Search Space to the Directory Handler

This figure showshow to configure a Cisco Unity Connection directoryhandler and how to
modify the search scope.
Assigning a Search Space to the
Navigate to Call Management > Directory Call

Handler and add the relevant call handler.
nirprtrry Handler
aiscloy Name" hq
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After saving, edit the Search Scope parameters.
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Acaller wilf now beallowed tosearch thedirectory but will be

limited to a site-spedBc search.
Navigate to Call Management > Directory Call Handler to add two new directory handlers. Add the HQ directory handler with the extension 2000 and the partition that is set to HQ. After saving, edit the search scope to HQ. By default, the entire server can be searched. Add a second directory handler with the extension 3000 and the partition and search scope that
are set to Remote.
When a caller dials the number 2000 or 3000, the directory handler will play a prompt, asking the caller to dial by name. If a caller dials 2000 and enters the digits 363 (for Doe), the caller is connected to the directory number 2001 (John Doe). Make sure that the voice-mail ports or the Session Initiation Protocol (SIP) trunk have the class of service that is assigned to transfer the caller to the Cisco Unified Communications Manager.
)2010 Cisco Systems, Inc.
2-83
Summary
The dial plan in Cisco UnityConnection is similar to the CoS in Cisco Unified CommunicationsManager. (The terminology that is used differs between systems: Instead of a dial plan, Cisco Unified CommunicationsManager refers to a CoS.) The dial plan makes implementing, adding, or modifying the relevant partitions and search spaces easy. The existing
objects should be placed logically in the headquarters or the site in which the Cisco Unity Connection server is placed. A
directory handler can be set up for a site-specific search in

the company directory.
The dial plan is an important Cisco Unity Connection element that is used to control and limit the objects that can be searched in the user directory.
References
For additional infonnation, refer to this resource:
Cisco Systems. Inc. System Administration Guidefor Cisco UnityConnectionRelease S..\. San Jose. California. February 2010. hilp://\\wvv.ciscoxo]ii/en/US/d()cs/voicc_ip_coiitin/coi]iicctioii/8x/adinmistialion/Laiidc S\i
ucsasix.html.
2-84
Lesson 4
Implementing Cisco Unity

Connection Call Management
Overview
This lessonexplains the call management optionsin CiscoUnity Connection. Call routingtakes control ofthe call flow within Cisco Unity Connection. Call handlers are used to build autoattendant functionality with Cisco Unity Connection.
Objectives
Upon completing this lesson, youwillbe ableto describe Cisco Unity Connection call-routing options and call handlers(system, directory, and interview) includingauto-attendant functionality and related templates. Thisability includes beingableto meettheseobjectives:

Describe the call flow between Cisco Unity Connection and Cisco Unified Communications Manager and how call routing can change the call-flow behavior Describe the Cisco Unity Connection call handler types and how to use them Describe the Cisco Unity Connection call handler templates and how to use them
Describe the Cisco Unity Connection system call handlers Describe the Cisco Unity Connection directory handler
Describe the Cisco Unity Connection interview handler
Cisco Unity Connection Call Routing

This topic describes how directedand forwarded calls are routed in CiscoUnity Connection.
Message flows to Cisco Unity Connection:

Internal and external directed calls use the calling numberfor
identification.
i _______ _ _ j
V
PSTN
Forwarded calls use the forwarded number for identification.
PSTN
CsJ
Forward
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Thefigure shows two examples of callers reaching Cisco Unity Connection. Ihe difference is
which number Cisco Unit) Connection reads to connect to a mailbox or call handler.
A directedcall is initiated when, for example, the Messages button is pressed on an IP phone or a publicswitchedtelephone network (PSTN)callerdials the Cisco Unity Connection system pilot number. In both cases, the callingnumberis recognized and controls the call flow in Cisco
Unit> Connection.
If the calling number is a configured extension, the mailbox answers with a personal login
and asks for the PIN.
Otherwise, the standard opening greeting is played. This action is the default for all PSTN
callers.
To recognize external callers, an alternate extension, such as the mobile phone number of a
user, can be configured.
A forwarded call is defined througli an internal or external caller that dials the directory number 2001. for example. A Call Forwardsuch as Call ForwardAll (CFA),Call Forward Busy (CFB). or Call Forward No Answer(CFNA)can be configured on the directory number 2001. to send calls to voice mail. Some other Call Forwards exist; for example, in case a device is unregistered. In this example, the incoming call to 2001 is forwarded to Cisco Unity
Connection. The forwarding number is responsible for the selection ofthe mailbox with the extension 2001. If the extension 2001 exists in Cisco Unity Connection, the caller can leave a
message.
If a forwarded call reaches Cisco Unity Connection and the forwarded number is not preserved,
then the call becomes a direct call.
Integrating Cisco Unified Communications Applications (CAPPS) v8 D
Note
The forwarded number must be preserved for forward call muting.
In Cisco Unified Communications Manager Administration, Call Forward can be configured on the directory number. Users can set CFA at the IP phone. In the Cisco Unified Communications Manager User Options pages, users can set the Call Forward for different cases; for example, to
direct CFB or CFNA to voice mail.
2-87
Port Monitor
The Port Monitor can be started in Cisco Unified Communications Manager Real-lime Monitoring Tool (RTMT). under Unity Connection > Port Monitor.
Call routing can be monitored by using Cisco Unified Communications Manager RTMT.
Direct call routing
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The Port Monitor shows all Cisco Unity Connection ports. The following information is
available:
Port: This field displays the Cisco Unity Connection ports; for example, PhoneSjstem-1001.
Caller: This field displays the calling number ofthe caller. Called: This field displays the called number; for example, the hunt pilot number.
Reason: The reason is listed as Direct for a directed call or FwdUncondilionat for a
forwarded call.
Redir: This field displays the originally called number (the phone on which Call Forward
is enabled).
Last Redir: If a call is forwarded twice before reaching Cisco Unity Connection, then this field displays the first dialed number. For example, if 2002 forwards all calls to 2001, and 2001 forwards the callers to Cisco Unity Connection, then Redir displays 2002 and Last Redir displays 2001. Application: This field displays the status ofthe port; for example, Idle or PHGreeting. Display Status: This field displays the currently played greeting; for example. Playing Greeting for Call I landler or Opening Greeting.
Conversation Status: This field displays the state ofthe greeting.
Port Ext: This field displays the port numbers; for example, 2501 and 2502. Connected: This field displays the connection infonnation. Ihe IP address ofthe Cisco Unified Communications Manager and the port number are shown; for example,
10.2.1.1:2000.
Default Call-Routing Behavior

By default, two direct and two forwarded call-routing rules exist inCisco Unity Connection.
Default Gail-Routing Behavior

In direct calls, users can:
Log in, ifthe user has a mailbox

Listen to the standard opening greeting
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In forwarded calls, users can: Leave a message, rf forwarded number has a mailbox
Listen to the standard opening greeting
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For direct calls, the user can log in by enteringthe PIN. If the caller has no assigned mailbox (configured extension), then the standard opening greeting is played. For forwarded calls, in whicha callerdials an extensionthat is not answering, the call is
forwarded to Cisco Unity Connection. Ifthe forwarded number is a configured extension in Cisco Unity Connection, then the caller canleave a message forthisuser. 1f the extension is not
configured, then the standardopeninggreetingis played. Additional call-routing rules can be configured for direct and forwarded calls.
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Direct Call Routing

Direct call-routing rules process calls from users and unidentified callers that dial directly to
Cisco Unity Connection.
:;d*|eetRi3t(nofiiu'iE
Handle calls from users and unidentified callers.
Direct calls to Cisco Unity Connection.
Attempt Sign-In and Opening Greeting are predefined.

Cannot be modified or deleted
The following arethe predefined direct call-routing rules:
AttemptSign-In: Calls from users (identified users) are routed tothe user login
conversation.
Opening Greeting: Calls from unidentified callers (users without a mailbox and thus
without a configured extension) are rouled to the opening greeting. Theorderofthe Attempt Sign-In rulecanbe changed. Rules thatare added in thedirect call-
routing table can also bechanged. The Opening Greeting rule isalways the last entry inthe
call-routing table. The predefined rules cannot be modified or deleted.
When a direct call-routing rule is used, calls can be filtered and anaction can be applied.
Callers can be sent to the following options: Call Handlers: Offers all configured call handlers Interview Handler: Offers all configured interview handlers Directory Handler: Offers all configured directory handlers
Conversation: Offersdifferent options,such as sign-in, Greetings Administrator. User

System Transfer, and others
User with Mailbox: Offersa list of all configured users that have a mailbox
Call actionscan be used in combination with rule conditions. Forexample, all calls that come from thephone number of a particular customer canbe transferred directly. Or all callsthat cometo an outdatedcompany numbercan get an informational messageabout the new numbei
and then be transferred to the company auto-attendant.
2-90
)2010 Cisco Systems. Inc
You can specify the following call-routing rule conditions:
Calling Number: The rule reacts according tothe calling number, such as 2001, or 123*
for all calls starting with 123.
Dialed Number: The rule reacts according to the dialed number,such as the numberof a
call handler.
Port: The rule reacts according to the incoming port (1 to ).
Phone System: The rule reacts according tothe phone system that delivers the call. This
condition can be selected if more than one phone system exists.
Schedule: The rule reactsaccording to a selectedschedule, such as all hours, weekdays, or any customized schedule.
When combined with the call action, such rule conditions can, for example, transfer all calls
from the area code 123 to a certainuser, or process in a specificway all calls from 2001.
Acall-routing rule can beconfigured with one or more rule conditions. If any rule condition
matches, the call action is executed.
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Forward Call Routing

Forwarded call-routing rules process calls that are forwarded toCisco Unity Connection.
Forwarded calls are either from a userextensionor from an extension that is not associated
with a user account, such as a conference room.
_H&lX-
Handle calls from users and unidentified callers.
Forward calls lo Cisco Unity Connection.
Attempt Forward and Opening Greeting are predefined.
The following forwarded routingrules are predefined:
Attempt Forward: All callsthatare forwarded from a Cisco Unity Connection userwitha mailbox arerouted to the usergreeting. Thecallercan leave a message.
Opening Greeting: Calls that are forwarded from an extension that is not associated with a user account are routed to the opening greeting.
Thedifference between direct routing and forward routing is the origin ofthe call:
Direct call
Forwarded call
A new mle condition exists for forwarded calls. This is the Forwarding Stationmle condition, which reacts according to the numberofthe phone that is configured with a Call Forward.
The phone system condition is unavailable for forwarded calls.
Forwarding routing rules can beused; for example, to process allcalls thatgoto a conference
station and to send these calls lo an operator.
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Call-Routing Example
Acustomer requires that calls from the number 408 555-1000 are forwarded directly to 2001,
the mailbox ofthe user John Doe.
ll-Routing Examp!
Direct call-ro iting requirements are:
Calls from 1 108 5551000 should be sent directly to the mailbox of 2601.
Add a newcfcll-routing rule, send calls to the mailbox of2001.

Hew DireU Ruupny Rule
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InCisco Unity Connection, under Call Management > Call Routing > Direct Routing Rules,
add a new rule:
Enter the display name; for example, 14085551000.

Set the status to Active, which is the default.
Setthe language option. Thedefault is Inherit Language from Caller. Set the Search Scope. The default is the search space that is configured in the general
configuration.
In the Send Call To section, changethe defaultsetting(set to DirectoryHandler)to User with a Mailbox. Choose the mailbox of John Doe and the Go Directly to Greetings option.
(The default is Attempt Transfer, which tries to ringthephone 2001 instead of playing the
greeting.)
Cisco Unity Connec on in a Cisco Unified Communications Manager Environment
2-93
Specify the rule conditions.

1- Drilling Kule '. jnjit,.
Verify the rule operation:
Send call from 1 408 555 1000 to the voice-mail pilot number.
Ask the caller to leave a message for 2001.
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Ifno condition is configured, the following message is shown: There are no conditions defined forthis routing rule. All callswill be matched." In this example, allcallswill reach the
previously configured mailbox of John Doe, until a condition is set.
In the Create Routing Rule Condition section, click Add New. The Create Routing Rule
Condition window opens.
Specify the rule condition and choose Calling NumberEquals 14085551000. Ifyouareusing plus (+) dialing orother number modification options, add the correct number into the callingnumber field; for example +14085551000.
Verify that thedirect call-routing rule works correctly. Call from 408555-1000 to thevoicemail pilot number. Cisco Unity Comiectionwill announce that John Doe is unavailable but that
a message can be left for him.
Another option is to use the Cisco Unified Communications Manager RTMT. Fromthe Cisco Unity Connection menu, launch the Port Monitor. Choose the Cisco Unity Connection node
and set the polling rate to 1 second. A call from 408 555-1000 can be monitored as shown in
the figure. Thefollowing infonnation can be read from the output.
The first port with the extension 2501 is used.

The caller number is 408 555-1000.
The called number is 2500. which is the voice-mail pilot number.

The Reason field shows a direct call.
Verify- in the Display Statusthat the greetingfor John Doe is played.
2-94
Order of Call-Routing Rules

When you use many call-routing rules, the order of the rules might be important because the
first match is used in this rule list.
The order of call-routing

rules can be defined:
fl^ct ftoutotg Rule Rpnrga
When using more callrouting rules, the order might affect the goal of the routing rules.
New rules are added at
Huie Details
the top of the list.

Set to inactive until conditions are set. Default call handler
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might catch all calls. Opening Greeting is always the last rule.
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The default Attempt Sign-In and Opei ing Greeting direct call-routing rules cannot be changed or deleted. The Opening Greeting is al ways the last rule in the list.
Newly added call-routing rules are ph ;ed at the top ofthe list. When you configure a new rule, it sends calls to the directory handler \y default. During the configuration process, all direct calls reach the directory handler, until|the first rule condition is configured.
Note
When configuring a new rule{ set the status to inactiveuntil the configuration of the
conditions is finished.

I
2-95
Cisco Unity Connection Call Handler Types

This topic describes the different kinds of call handlers.
In Cisco Unity Connection call management, the following three kinds of call handlers can be
selected:
System call handlers are used for greetings and can offer the caller different call actions per
digit selection. Iliere are three preconfigured system call handlers:
Goodbye: The call action is set to Hang Up alter the greeting.
Opening Greeting: The greeting welcomes the caller and offers to dial by extension, dial by name, or connect to the operator. The opening greeting is the one a caller hears if a user who is not a subscriber or does not transmit the calling number calls the general voice-messaging system number,
Operator: The call action is set to Take a Message after the greeting.
An interview handler asks a caller questions and records the answers. The recorded message can be sent to any voice-mail user. Directory handlers allow callers to search for users in Cisco Unity Connection or connected voice-messaging systems. A director}' handler allows a caller to dial by extension or by name. By default, a caller can press 4 during the opening greeting to reach the default directory handler and search for numbers in the company directory.
Integrating Cisco Unified Communications Applications (CAPPSI vB.O
Call Handler Reachability

The figure shows how a call handler inCisco Unity Connection can bereached.
Calf Handler Reachabilil

Cisco UnSted
Communications
'Cisco Unity.,
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Call Handlers
The preparation on Cisco Unified Conununicafions Manager toreach acall handler on Cisco Unity Connection is minimal. As when reaching a subscriber mailbox, a directory number is
needed to forward the calls toCisco Ufity Connection. Call handlers need a directory number
that is configured on Cisco Unified Coinmunications Manager to be directly reachable. The

directory number mustforward all calli to Cisco Unity Connection.
For example, when configuring a call landler for a remote site, the location and regions for
CallAdmission Control (CAC) are setio Remote. Cisco UnityConnection is, in mostcases, a
centralized application that islocated f headquarters. Inthis example, a call tothe call handler
in the remote location enters the compj nynetworkvia the gatewayin the remotelocation. The
call is forwarded over the WAN to Cis
iUnity Connection at the headquarters location.
Distributed call handlers change the tr fie pattern in the company network. If the call handler is assigned an exter lion, the forwarded call can directly match the correct
Iopening greeting and, for example, press 7 to get to a , caller input r is _ configur ^ i). But most often,companies or departments want to call handler (if
call handler. A caller can call the stanc
implement akind of auto-attendant foithe company direct inward dialing (DID) or department
number.
Cisco UnityConnect >n in a Cisco Unified Communications Manager Environment
2-97
Call Handler Example

The figure shows an example that combines all three kinds of call handlers into one autoattendant.
Opening Greeting
Hello, thank you for calling Cisco Systems.
You mayenterthe extension ofthe personyou are calling at any time.

For a directory of employees, press 1. For job listings, press 2. For local tech support, press 4. For the operator, press 0.
Press 1 Press 2 Job Press 4
Press 0
Directory
Search
Local Tech
Listings
Support
Operator or Reception
Job
Interview
A system cail handler answers thecall for the main DID number of a company, or for all company phone numbers. Ihe system call handler can, forexample, play a greeting and offer
the caller some choices.
The caller can press 1onthe phone keypad, to search (via a directory handler) the companj
directory for anemployeeif that employee is listed.
"Die caller can press 2 to hear another greeting that is played by another system call
handler. That greeting brings the caller to an interview handler that asks for the caller name, thejob the caller wants to applyfor, and so on.
The caller can press 4 to reach local technical support. The caller can press 0 to reach the operator.
A hidden menu that (forexample) requires an authentication afterthe callerpresses a niunber

can also be offered.
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Call Handler Comparison

The figure compares the different call-hjndler types and their options.
Call Handier Comparison

The table compares the different call handler types.
f Jfts? :n>i5ii i\x\ y; "-lt_3_-i
Call handler templates
Transfer rules
Caller input
Greeting management
/tfter message/
interview action
Interview questions
Every call handler is dedicated to aspecific purpose and therefore is limited in its options but
optimized for its required tasks.
Cisco Unity Connect in ina Cisco Untfied Communications Manager Environment
2-99
Call Handler Templates

This topic describes call handler templates and how they are applied or how they affect existing
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Call handler parameters can be defined in different places in Cisco Unity Connection: * Enterprise and Service Parameters (highest level)
General settings (system level) * Call handler templates (middle level) * Call handler settings (low level)
Unified Communications Manager Administration, parameters can be set in Enterprise and Service Parameters, which are valid for all objects in Cisco Unity Connection. Achange in
Enterprise orSen-ice Parameters immediately affects all objects.
A change on thissystem level immediately affects all entities.
In Cisco Unity Comiection. call handler parameters can be set in many places. Like in Cisco
The next level of parameter settings is the general settings, which can modify system settings.
Call handler templates can override the general settings for new call handlers. Achange in call
handler templates does not affecl existing objects because the parameters are copied from call
handler templates only duringthe creationof new call handlers.
On the call handler level, aconfiguration parameter overrides the general settings. For example, if adirectory handler needs to be placed into adifferent partition and search space, the dial plan
components will be modified on the call handler level for aspecific call handler only.
2-10C
Integrating Cisco Unified Communications Applications (CAPPS] v80
Call Handler Template Basics

The figure shows the basic parameters that all types ofcall handlers use.
One predefined call handler templateexists.
Template can be usedfor all Jhree kinds ofcall handlers.
Add anew template under Templates >Call Handler Template.
Define the call handler template parameters as follows:
Display Name: Enter adescriptive:name for the call handler template. Creation Time: This display-only field shows the date and time when the call handler
template was created.
Phone System: Choose thephone system thatthetemplate uses. Active Schedule: Choose a schedule from the list, tospecify thedays and times that the
standard and closed greetings play.
Use System Default Time Zone: Check this check box to have Cisco Unity Connection
appl 'the system default time zonejto the hours that are selected in the active schedule. Wht ithis check box is uncheckedj choose atime zone from the Time Zone list.
Tin: >Zone: Choose the desired tiiie zone for the callhandler, or check the UseSystem Def nit TimeZone check boxto hfave Cisco Unity Connection use the system default time
zont that isdefined onthe SystemlSettings > General Configuration page. The call handler time zone setting isapplied tothe lelected active schedule, todetermine when standard,
clos d. or holiday greetings are played for callers and when standard or closed transfer
mles apply. :
Language: Choose the language iji which Cisco Unity Connection plays the call handler
system prompts to the caller:
] Use System Default Language: Choose this option to use the system default 1language for the language tjiat callers hear when they call your organization.
2-101
Inherit Language from Caller: Choose this option to use the language that was applied to die caller by aprevious call handler or by arouting rule. Ifthe language is set to Inherited for every rule and handler that processes acall, then the system =
prompts areplayed inthe system default language.
Alternatively, choose a specific language from the list.
Partition: Choose the partition to which the object belongs. Search Scope: Choose the search scope that is applied to match extensions that callers dial from the call handler lo objects in aparticular search space:
Search Space: Choose a specific search space from the list.
Inherit Search Space from Call: Choose this option to use the search space that was applied to the call by a previous call handler orby arouting rule.
2-102
Transfer Rules
The figure explains the transfer rules in Cisco Unity Connection call handler templates.
Transfer ru ;sare used to res ;h other
nabled wrlh Nc End 3afp and "Tie
objects:
* Astandarc rule is
enabled, to it cannot
be modifiea.
.ler Tfpo
In addition, a closed
rule and an alternate
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rule can be enabled.
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There are three predefined transfernil* Standard: The standard rule is enabled without an enddateandis always used by default,
The standard transfer rule cannot
modified. The transfer action is set to Greeting.
Alternate: The alternate rule migl replace thestandard rule. Forexample, between Christmas and New Year only, an Itemate transfer rule can be used to send calls to an
external phone number. By defaul the alternate rule is disabled. Closed: The closed rule is disables in the default call handlertemplate. If the schedulefor
call handlers is set to weekdays
after business hours
on f.
', the closed rule (ifenabled) isused at the weekend and
The transfer: :tion is set to Greeting. By default,no difference exists

t rules.
between the open a i closed trans

To route callers to anot! sr call handlei
configure the transfer rule to transfer totheextension of the call handler. When ansferring a c 11 toan extension, Cisco Unity Connection can either release the call tothe pi one system or upervise the transfer. When Cisco Unity Connection is
set to supervise transfei , it can provid call-screening and call-holding options on indirect
calls.
i 2010 Cisco Systems. Inc.
2-103
Caller Input
During the greeting, the caller can be offered options to process the active call.
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Caller input allows users to interact with call handlers:

Caller input is requested during thegreeting.
E-uc-W
or hash sign(#):
The caller input can be defined for the digits 0througli 9, the asterisk or star (*). and the pound
thai key opens.
Key: To edit caller-input settings, choose the applicable key. The Edit Caller Input page for
Action: This display-only field indicates the action that Cisco Unity Connection takes
when acaller presses the key. Ifthe key is configured for acall action such as Ignore or Take Message, then the action is displayed. Ifthe key is configured to send calls to acall handler, interview handler, directory handler, conversation, oruser, then Send Caller To is
displayed, and the Target field shows theobject that receives thecall.
Target: This display-only field indicates the object that receives the call, ifthe key is configured to send calls to a call handler, interview handler, directory handler,
conversation, or user. Otherwise, this field is blank.
Status: This display-only indicates whether Cisco Unity Connection allows additional
input (Unlocked) or ignores additional input (Locked) when acaller presses the ke>. Wait for Additional Digits n Milliseconds: Indicate the amount oftime that Cisco Unity
Connection waits for additional input after callers press asingle key that is not locked. If there isno input within this time, then Cisco Unity Connection performs die action that is assigned to the single key. The default value is 1500 ms (one and ahalf seconds). This option is unavailable if Ignore Caller Input isenabled on the Greetings page.
Prepend Digits to Dialed Extensions-Enable: Check this check box to simulate
abbreviated extensions by using prepended digits for call handlers and user mailboxes. When such digits aredefined, they areprepended to any extension that a caller dials while
listening to the greeting for the call handler or user mailbox.
2-104
Digits to Prepend: Enter thedigits that areprepended to any extension thaia caller dials
while listening to the greeting ofthe user or call handler.
Thecallerinput parameters are as follows:
Key: This display-only field indicates the phone keypad key to which the settings on the
page apply.
Ignore Additional Input (Locked): Check this check box to have Cisco Unity Connection
ianore additional input after callers press the key. Cisco Unity Connection performs the action that is assigned to the key. To create efficient caller input menus, lock all keys
except those that begin extensions. The administrator can lock akey to block calls to
extensions that begin with that key. The check box is unchecked by default.
Choose from the following, to indicate the action that Cisco Unity Connection performs when
the caller presses the applicable key:
Call Action: Choosethe applicable action:
Hang Up: Cisco Unity Connection terminates the call when acaller presses the
applicable phone key. greeting.
Ignore: Cisco Unity Connection ignores the key press and continues playing the
Restart Greeting: Cisco Unity Connection plays the greeting from the beginning.
Route from Next Call Routing Rule: Cisco Unity Connection continues processing the call, according to the call-routing table (direct orforwarded, depending on how the call was received from the phone system) and starting atthe next rule after the
rule that Cisco Unity Connection previously applied to the call.
Skip Greeting: Cisco Unity Connection skips the greeting and performs the aftergreeting action,
Take Message: Cisco Unity Connection records amessage from the caller.
Transfer to Alternate Contact Number: Cisco Unity Connection transfers the call
to the phone number that is specified in the Extension field; for example, to amobile phone. Specify whether Cisco Unity Connection transfers the call by releasing it to the phone system or by supervising the transfer. Ifyou choose Supervise Transfer as
the transfer type, then specify the number ofrings to wait before Cisco Unity
Connection ends the attempt to transfer.
Call Handler: Sends the call tothe specified system call handler. Specify whether the call should transfer to the call handler extension orgo directly tothe greeting ofthe handler.
InterviewHandler: Sends the call to the specified interview handler.

Conversation: Sends the call to the selected conversation:
Directory Handler: Sends the call tothe selected directory handler.
Broadcast Message Administrator: Aconversation for sending system broadcast

messages
Caller System Transfer: Aconversation that allows users to transfer toanumber

that they specify (only when the restriction table permits)

Easy Sign-In: Available only on User Caller Input pages; aconversation that
prompts the user for only a PIN tosign intothe called mailbox Greetings Administrator: Aconversation for changing call handler greetings Sign-In: Aconversation that prompts the caller to enter an ID and aPIN
Cisco Unity Connection in a Cisco Unified Communications Manager Environment 2-105
User System Transfer: Aconversation that allows users to transfer to anumber that they specify. Users are prompted to sign in and then can enter numbers that are not associated with Cisco Unity Connection usersnumbers such as lobby phones or phones outside the organization (only when the user restriction table permits) User with Mailbox: Sends the call to the specified user extension. Choose one ofthese
options:
Attempt Transfer
Go Directlyto Greetings
2-106
Greetings The figure explains greetings in Cisco Unity Connection call handler templates.
Greetings
Call handlers can be personalized with greetings: * Greetings exist for the Standard, Alternate, Closed, Holiday,
Busy, Error, and Internaloptions.
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Call handlers can be individualized with these greetings:
Standard: This greeting plays at all times, unless another greeting overrides it. The
from the display name.
standard greeting cannot be disabled. Asample standard greeting is 'Welcome Handler is

not available." where Cisco Unity Connection automatically generates Welcome Handler
Alternate: This greeting can be used for various special situations, such as vacations ora leave ofabsence. An alternate greeting overrides all other greetings. The alternate greeting
is used for personalization ofthe call handler as necessary to govern callers through the
menu options and present the options that are available through caller input. Closed: This greeting plays during the closed (nonbusiness) hours that are defined for the
active schedule. Aclosed greeting overrides the standard greeting and thus limits the
standard greeting to the open hours that are defined for the active schedule. Holiday: This greeting plays during the dates and times that are specified in the holiday
schedule that is associated withthe active schedule. A holiday greeting overrides the
standard and closed greetings.
Three additional systemgreetings are rarely used:
Busy: This greeting plays when the extension isbusy; for example, "All ofour operators
are with other customers." A busy greeting overrides the standard, closed, internal, and
holiday greetings. Not all phone-system integrations provide the support that isnecessary
for a busy greeting.
} 2010 Cisco Systems. Inc
2-107
Error: This greetmg plays ifHie caller enters invalid digits. An error can occur ifthe diirifs do not match an extension, the extension is not found in the search scope, or the caller is"
system default error recording is, "I did not recognize that as avalid entry." By default
when the caller entered the invalid digits.
otherwise restricted from dialing the digits. The error greeting cannot he disabled. The
after the error greeting plays, Cisco Unity Connection replays the greeting that was playin<>
Internal: This greeting plays to internal callers only. The greeting can provide infonnation
internal greeting overrides the standard, closed, and holiday greetings. Not all phonesystem integrations provide the support that is necessary for an internal greeting.
parameters:
that only coworkers need to know; for example, "I will be in the lab all afternoon." An
The standard greeting is enabled by default. For greeting, you can also define these greeting
Status: Indicate whether and for how long the selected greeting is enabled. Callers Hear: Indicate the source for the selected greeting:
System Default Greeting: Choose to use the prerecorded system default greeting.
Cisco Unity Connection plays aprerecorded greeting along with the recorded name
ofthe user; for example, "Sony, user name is notavailable."
My Personal Recording: Choose to use the personal recording ofthe user.

Nothing: Choose tohave no recording. When the greeting source is left blank, Cisco Unity Connection immediately performs the after-greeting action.
have Cisco Unity Connection prompt callers to wait for atone before recording a
message.
Play the "Record Your Message at theTone" Prompt: Check this check box to
Cisco Unity Connection can perform these actions during the greeting:
Ignore Caller Input: Check this check box to ignore caller input during the greeting. When this check box is unchecked, Cisco Unity Connection responds to key presses that
the caller makes while the greeting plays. The default setting is unchecked.
Allow Transfers to Numbers Not Associated with Users orCall Handlers: Check this
check box to allow callers to transfer to extensions that are not assigned to other users or call handlers. Cisco Unity Connection attempts arelease transfer, ifthe Default System Transfer restriction table allows the number that the caller enters. The default setting is
unchecked.
Times to Re-prompt Caller: Enter the number oftunes that Cisco Unity Connection reprompts the caller for input. When the caller does not press any key after being reprompted. Cisco Unity Connection asks for confirmation that the caller is still there. (If Delay Between Re-prompts: Indicate the number ofseconds after prompting a caller for input that Cisco Unity Connection waits before prompting the caller again. The default
setting is 2 seconds.
there isno response, then Cisco Unity Connection performs the action that isselected inthe If Caller Hxits Send To field.) The default setting is 0.
108
Message Settings
The figure shows the call handler template message settings.
Message Settings
Message settings allow users to interact with call

handlers;
Message settings can be set for after messageaction.

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Thefollowing message settings areavailable:
Maximum Message Length: Set the recording length (in seconds) that isallowed for
messages that unidentified callers leave. Users might want to limit the length of messages
from unidentified callers. Some departments, such as Customer Service, might want to
permit much longer messages. Ifthis setting is enabled, callers hear awaming tone before
the maximum message length is reached. Thedefault setting is 300seconds.
Callers Can Edit Messages: Check this check box toprompt callers tolisten to, add to,
rerecord. or delete theirmessages. Thedefault settingis checked.
Message Urgency: Indicate the action that Cisco Unity Connection allows when an
unidentified caller or a user who hasnotexplicitly signed in (when identified user
messaging is enabled) leaves a message:
MarkNormal: Messages that unidentified callers leave are never marked urgent. MarkUrgent: All messages that unidentified callers leave are marked urgent. This option might beuseful for Sales orTechnical Support messages. Ask Callers: Cisco Unity Connection asks unidentified callers whether tomark their
messages urgent.
Message Security >Mark Secure: Check this check box when you want Cisco Unity
Connection to mark as secure any messages that are left by unidentified callers or users
who have not explicitly signed in(when identified user messaging isenabled).
Message Recipient: Choose the user or distribution list that receives messages that are left
for the call handler, then choose from the options that are available inthe corresponding
drop-down list. When Distribution List isselected, each member ofthe specified list
receives the call handler messages. Cisco Unity Connection ina Cisco Unified Communications Manager Environment 2-109
Mark for Dispatch Delivery: Check this check box to send the messages as a dispatch message to the distribution list. When sent as adispatch message, only one
user inthe group needs to act onthe message.
a message. You can choose only from the following two options:
Hang Up
Next, you need to indicate the action that Cisco Unity Connection performs after acaller leaves
Route from Next Call Routing Rule
In addition, you can select call handlers. The same options are available for conversations as
are available for caller input.
2-110
System Call Handler

This topic describes the system call handler. The system call handler isthe most powerful type
of call handler.
Default Calf Handler Flow

The default call handler flow starts with the Opening Greeting.
* The Opening Greeting offers the following options:
Operator if
Available
Hdrilo Leawefl Message
The Cisco Unity Connection standard opening greeting isplayed tocallers that are not configured as users with anextension oralternate extension inCisco Unity Connection. The Opening Greeting call handler allows the caller todo one ofthe following actions:
Dial an extension at any time
Press 4 for a directory of extensions

Leave a general message
Ifavailable, the operator is called viathe preconfigured Operator call handler. If the operator is
not available, callers can leavea messagethat is sent to the mailbox ofthe operator.
After recording and sending a message, callers can hang upor press thepound key (#) for more options. Inthis example, those options areto dialanextension or to hang up. Thenext figures
discuss the predefined system call handlers.
2-111
Greeting
The figure analyzes the greeting options for the system call handler.
Greeting analysis: * Standard (business hours): Hold for an operator.

' Closed: Leave a general message
greeting.
Specifywhatcallers hear and what happens afterthe
In the Opening Greeting call handler, the standard and the closed greetings are predefined recordings. During business hours, callers are transferred tothe Operator call handler, without any input. Outside ofbusiness hours, callers are asked toleave a general message and are transferred tothe Operator call handler. The message isleft for the operator rather than for the
opening greeting.
ITiese settings can be changed inthe call handler configuration, wider Edit > Messages. As the figure shows, the caller hears the personal recording ofthe Opening Greeting call handler, which isprerecorded bythe manufacturer. After the greeting, Cisco Unity Connection tries to
connect to the operator, via the Operatorcall handler.
2-112
Default Caller Input Option

The slide shows the caller input setup fortheopening greeting.
Default Caller Input Options Opening Greeting CallerInput setup:
An extension can bedialed atany time orpress 4 for the directory call handler.
2-113
Caller Input
Caller input can be configured under Edit >Caller Input in die call handler configuratk
Caller input analysis:

- Dial an extension, press 4, or wait. An extension is recognized ifdialed within 1500 ms.
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the caller can press the asterisk or star (*) key to log in to the personal mailbox, by entering the
ID and PIN. By pressing the pound (#) key or0, the caller can reach the operator, without
waiting.
The caller can dial an extension, press 4for the directory, orwait to be transferred, hiaddition,
Ilow does Cisco Unity Connection distinguish between, for example, the directory selection (4) and the directory number 4001? 'ihe Wait for Additional Digits 1500 Milliseconds setting gives
the caller exactly 1.5 seconds topress 0 after pressing 4. If the caller waits 2seconds, the
directory will be reached, because Cisco Unity Connection will recognize only the 4entry, but
anumber such as 4001 can be reached. (Ifthe caller presses 5only, nothing happens: this kev is
ignored.)
Note
Only configured extensions in Cisco Unity Connection are recognized as valid.
2-11-4
The caller presses 4 for the directory:

The call action is to connect to the directory handler.
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When acaller presses 4, the call action forwards the call tothe selected directory handler. (The
next topicanalyzes the directory handler.)
2-115
Many actions can be executed when acaller enters adigit. Valid digits are 0through and 9. the asterisk or star key (*) and the pound key (#). The call handler needs lo announce the possible
options to the caller sothat the caller can choose anoption. You need to indicate the amount of
action that is assigned to the single digit.
time that Cisco Unity Connection will wait for additional input after callers press asingle die.it that is not locked. Ifthere is no input within this time, Cisco Unity Connection performs the"
applicable key. choose from the following options:
To indicate the action that Cisco Unity Connection performs when the caller presses the
Call Action: Possible cail actions are as follows:
Hang Up: Cisco Unity Connection immediately terminates the call when a caller presses the applicable touch-tone key on thephone.
Ignore Key: Cisco Unity Connection ignores the key press and continues playing
the greeting. Use this option when only certain key presses should bedefined.
Restart Greeting: Cisco Unity Connection plays the greeting from the beginning Route from Next Call Routing Rule: Cisco Unity Comiection continues processus
the call, according to the applicable call-routing table (direct orforwarded), startiii<T at the next mle after the rule that Cisco Unity Connection previously applied to the"
call.
Skip Greeting: Cisco Unity Comiection skips the greeting and performs the aftergreeting action.
Take Message: Cisco Unity Connection records a message from the caller. The
greeting should indicate that a message will be recorded.
Transferlo Alternate Contact Nuaibei: Cisco Unity Connection transfers the call
to the phone number that isspecified in the Extension field. Cisco Unity- Connection
transfers the call b> releasing it to the phone system.
2-116
Call Handler: Cisco Unity Connection transfers the call to any configured call handler.
For the system call handler, specify whether the call should transfer to the call handler
extension orgo directly tothe greeting ofthe handler.
Conversation: Cisco Unity Connection sends the call to the specified conversation: Broadcast Message Administrator: Sends the call to aconversation for sending
broadcast messages.
Caller System Transfer: Sends the call toa conversation that allows users to
transfer to a number that they specify.
Greetings Administrator: Sends the call to aconversation for changing the call
handler greetings over the phone.
Sign-In: Sends the call to the user login conversation, which prompts the caller to
enter an ID and a password.
User System Transfer: Sends the call to aconversation that allows users to transfer
to a number that they specify. Users are prompted to log in and then can enter
numbers that arenot associated widiCiscoUnity Connection users, suchas lobby
and conference room phones or phone numbers outside the organization. Cisco
Unity Connection performs the transfer only when the user restriction table permits
it.
User with Voice Mailbox: Sends the call to the specified user extension. Choose one of
the following options: Attempt Transfer
Go Directly to Greetings
2-117
Default Operator Call Handler

The slide shows the transfer to the operator call handler.
teia
When holding the line the call is transferred to the operator call handler automatically:
When holding the line without entering any digits, the call is transferred to the operator call
handler, if the operator is available.
2-118
'2010 Cisco Systems, Inc
Operator Call Handler

The Figure shows the transfer rules of the Operator call handler.
Operator Catl Handler

After the greeting, connect to the operator:
Valid for standard and closed greetings.
- The operator extension is 0, by default.

; Status
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The standard transfer rule is enabled without an end date. The calls are transferred to extension
0 by default. Change thissetting to the used operator directory number; forexample, extension 2001. Whenthe Releaseto Switchtransfertype is specified, the call is moved directlyto the phone system. The"WaitWhile I Transfer YourCall"prompt is played; this prompt canbe
disabled.
Whenyou chooseSupervisor Transferinsteadof Releaseto Switch, call-screening optionscan

be used.
Release to Switch: Cisco Unity Connection puts the caller on hold, dials the extension, and releases the call to the phone system. When the line is busy or is not answered, the phone system forwards the call to the user or handler greeting. This transfer type allows Cisco
UnityConnection to process incoming calls more quickly. Use Releaseto Switchonly

when call forwarding is enabled on the phone system.
Supervise Transfer: Cisco Unity Connection acts as a receptionist, processing the transfer. When the line is busy or is not answered, Cisco Unity Connection forwards the call to the
user or call handler greeting.
Call-screening options are available only when Supervisor Transfer is chosen: Tell Me When the Call Is Connected: Check this check box to have Cisco Unity Connection say "Transferring call" when the user answers the phone. Tell Me Who the Call Is For: Check this check box to have Cisco Unity Connection say "Call for recorded name of user or call handler'" or "Call for dialed extension number" when the user answers the phone. Use this setting when users share a phone or when a user
takes calls from more than one dialed extension.
2-119
Ask Me if I Want to Take theCall: Check this check box tohave Cisco Unity Connection ask users whether they want to take a call before transferring the call.
Ask for Caller Name: Check this check box to have Cisco Unity Connection prompt callers to say their names. When answering the phone, the user hears "Call from caller name" before Cisco Unity Connection transfers the call.
2-120
Default Operator is Not Available

Theslide shows what happens if theoperator is notavailable.
Operator is Not Availabl

If the operator is not available, leave a message:
Opai-arit
AvaHa&le
Hdd to Leana a
Message
Leave a message for the operator.
2-121
Operator Not Available

Set the call action in the greeting configuration and set the message recipient and after-call
action in themessage settings configuration.
i_*-4& *n a >***** *" q^tl** s!
Ifthe operator is unavailable:

s Take a message.
kTake message call action for the standard, closed orbusy

greeting.
AMer Gr.-i.-tll.iJ
" Message recipient is:
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r-ktsr U-.[>5ichDePii
After the call:
Ifthe operator is unavailable, the caller can leave a message.
assigned extension 99990. To listen to the operator messages, call Cisco Unity Connection from any phone, by pressing the Messages button or by dialing die voice-mail pilot number.
Press the asterisk orstar key (*) toreach the sign-in menu, then enter the 11) 99990 and the
PIN.
The message recipient isthe operator that is apreconfigured user with amailbox and the
Afterthe call, the Goodbye call handleris selected.
2-122
Default Goodbye Call Handler Options

The slide shows the after message action.
After leaving a message, the caller is transferred to

the Goodbye call handler:
Opa!orif
Auailt&le
HoidtoLsawsa
Message
After a message is left ,the Goodbye call handler hangs up the call orthe opening greeting can
be started again.
Cisco Unity Connection ina Cisco Unified Communication* Manager Environment
2-123
Goodbye Call Handler

The figure shows the settings ofthe Goodbye call handler.
The Goodbye call handler allows the caller to:

' Sign in (*)
Restart the opening greeting (#)

" Reach the operator (0)
' Dial an extension
Themessage settings of the Goodbye call handler

are set to:
Terminate the call after greeting is played

After Message Ai_tioi!
Tail ic-.fi
' Call nar.dhE-
Hais Up
The Goodbye call handler caller input is configured for signing in, restarting the opening announced during the greeting. If the caller does not select any option during that greeting
(which is 5 seconds long), the call is tenninated.
greeting, reaching the operator, or dialing an extension. However, the Goodbye call handler greeting only announces the option to dial an extension; the other three options are not
2-124
Directory Handler
This topic describes the directory handler and how tolimit the search scope inCisco Unity
Connection.
Directory Handler Overvh
Themaintask ofthe directory handler is to allowcallers to search for usersin Cisco Unity
Connection or on other voice-messaging systems.
The directory handler uses a concept ofpartitions and search spaces that iscalled the dial plan inCisco Unity Connection. This construct allows the caller tofind and reach a certain user that islisted inthe directory. Set the basic directory-handler parameters and define the caller input
and greeting:
Play the names ofusers inthe directory for caller selection, rather than requiring the caller
to search byspelled name. (This option requires voice recognition.)
Choose the search scope for directory handler searches:
Entire Server: This search scoperestricts directory-handler searches to users who are associated with the entire Cisco UnityConnection serverthat the caller dialed. Class of Service: Thissearch scoperestricts directory-handler searches to users who
are associated with the selected class of service on the local Cisco Unity Connection server. Contacts and call handlers have no class of service assigned.
Public Distribution List: This search scoperestricts directory-handler searchesto users and contacts that are associated with the selected system distribution list. Note
thatallsystem distribution lists arepresented, including lists thatmight contain

members who are not Cisco Unity Connection users.
Search Space: This search scope restricts directory-handler searches to users who
are associated with the selected search space.
2-125
Inherit Search Space from Call: This search scope restricts directory-handler
searches to users who areassociated with thesearch space ofthe call. The call-
routing rules ora call handler that receives the call before it reaches the directory
handler can set the search space ofthe call.
Choose the method that callers use to spell a usemame: First Name, Last Name or Last
Name, first Name (the latter is the default).
Search Results Behavior: Choose Route Automatically on aUnique Match. Always

Request Caller Input, Announce Matched Names Using Extension Fonnat. or Menu
Format.
The caller input allows only the following options, in combination with call actions:
Setthe Maximum Number of Matches, which is setto 8 bydefault

If Caller Exits, which attempts lo transferthe caller to the extension
handler
IfNo Input orIfNo Selection was made, which sends the caller to the Goodbye call
If Caller Presses Zero, which sends thecaller to theOperator call handler.
There isno definition for the selection ofa single key, except the 0 key.
Note
The greeting settings are limited tothe selection ofa default orcustom greeting. There is no schedule to configure for the directory handler. The access todirectory handlers can be controlled via linking, caller input, ordirect extension calling.
2-126
2010Cisco Systems, Inc
Default Directory Call Handler

The slide shows what happens if the callerenters4.
Default Directory Call Handier

After caller inputs 4, the call is transferred to the
directory call handler:
Thedirectory call handler is accessible by entering the4 intheopening greeting.
2-127
Default Directory Handler

The figure shows the settings of diedefault directory handler.
Analysis of the existing directory handler:

" The basics are set during the installation.
e-i D 'Crlni-v Hand t
The search scope allows callers to search for all users.

. S-.ftli SLcpe
C.3.S Ot ?.-.i;t
The preconfigured directory handler isset to use the default language English (United States). The extension (optional) is set to 555. and the partition is set to the only existing partition. The
partition and search space arecreated during theinstallation and use thename ofthe Cisco
Unity Connection server; in this example, cuc-2. The cuc-2 search space includes the cuc-2
partition. The cuc-2 partition includes, bydefault, all users, contacts, and call handlers thatwill be created (unless the partition ischanged inthe template orthe object).
The search scope is set to the entire server. When introducing site-specific directory handlers,
choose the Search Space option and set the parameter to the location partition: for example. San
Jose and New York.
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Default Directory Handler (Cont

Define the search results behavior:
Search Remits Behavior
'" Route Automatically on a Uniqu- Ma!=h
11 fttnais Bcaujst Caller Input " irrour>Lt Matched Namei Uiirg Extension Format G announce Matched Names Using Menu Format [3 Announce Ettsnsion mlh Each Name Hj.rniim Nurnbc rjf Milcdes :6
- For Jane Doe, press 1. For John Doe. press 2. For new search, press star (*). - Modify the TUI-experience options.
Define the caller-input options. Record an individualized greeting.
Thedefault search-result behavior is to always request inputfrom the callerwhenselecting a user. When a caller enters 363 (forDoe), theusers John Doe and Jane Doe areboth announced, together with their extension numbers and calling options.
Inthis example, the prompt will announce, "There are two matching names. For Jane Doe at extension 2003. press 1. For John Doe atextension 2001, press 2.No more matching names;
for a new search, press star."
The extension announcement can be disabled, and die maximumnumberof matches is limited
to eight.
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User Listing Options

The figure shows die configuration ofuser appearances inthe Cisco Unity Connection
directory.
Users can choose to list or delist themselves:

Via the TUI, during self-enrollment
Through Administration, via the List in Directory check box
..j.
" . f a . '.j- t-e-
;-;-jie
The user can decide whether to be listed in the directory- ofextensions. 'Hie selection is made
during self-enrollment or via a user interface.
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'2010 Cisco Systems. Inc
Interview Handler
This topic describes the interview handler, which isused tointerview callers and record their
answers.
The interview handler asks the caller for a response to as manyas 20 questions. The answers
are recorded and sent to a configured recipient.
Specify thebasic settings and theinterview questions:

Define as many as 20 questions.
Enter the recording length, inseconds, that is allowed for caller responses toeach
interview-handler question.
Enter the text of each interview-handler question. Record the call handler questions. Activate the questions.
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Product Hotline Example

Definethe basics for an example producthotline interview handler.
\*jg
Therequirement is to take messages (answers):

* Define the interview handler basics.
The extension is optional
Choose the recipient of the messages.
Define what happens afterthe message is taken.
The Display Name isthe name that will be announced as message sender. Tlie Extension (optional) can be dialed from theopening greeting, to reach the interview handler.
Alternatively, configure adirectory number on Cisco Unified Communications Manager;

assign the same directory number as the interview handler, andset CFA lo voice mail.
Specify a user ora distribution list toreceive the messages. Define what happens after the message is left. By default, the Goodbye call handler is used to
end the call.
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Product Hotline Example (Cont)

Define the interview questions: Name, phone number, product, and issue with the product.
Question 1
Question 2
Question 3
For the product hotline interview handler, the first question asks the caller for aname and
product issue is.
phone number. The next question asks for the product name. The third question asks what the
Choose which question to configure. Define the question message length, which isby default 30 seconds; the third question will need togive the caller enough time toexplain the issue. Also enter the question text, which is only intended to help the administrator remember what the
question is about.
Record the question so that the caller knows what toanswer. Ifno question isrecorded, the
question is not asked.
All tliree answers in this example areconsolidated into onemessage. Thequestion answers are
divided by a tone.
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Summary
This topic summarizes the key points that were discussedin this lesson.
Call routing specifies how direct and forwarded calls are managed in Cisco Unify Connection. By default, direct calls allow the caller to log in; forwarded callers can leave a message, ifthe extension is configured. Otherwise, the standard opening greeting is played.
Thereare three kinds ofcall handlers: system call handler,

directory handler, and interview handler. The standard
opening greeting is an example ofa predefined systemcall

handler.
By using call handlers, administrators can minimize required
Onecall handler template can be usedfor all three types of

call handlers.
effort by predefining the correct settings for call handlers.
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Summary (Cont.)
The system call handler is a powerful call handler andoffers
the most configuration options: transfer rules, caller input,
greetings, message settings, and so on.The default opening greeting call handler lets callers dial an extension, connect to
the extension directory, or reach the operator via the operator
call handler.
The directory handlerallows callers to search Cisco Unity Connection for configuredextensions and to be redirected to
the user. The dial plan component search space can limit searches within the directory. Users can list or delist
themselves in the directory.
The interview handler allows callers to leave infonnation to
different questions that are asked. The recording is then sent

as a bundled message to the message recipient.
The lesson explains call management in Cisco Unity Connection. Call routing controls the call flow in Cisco Unity Connection, for direct and forwarded calls. Call handlers provide autoattendant functionality, search the company directory for user extensions, orask callers
questions and record the answers.
References
Cisco Systems. Inc. Managing Call Handlers inCisco Unity Connection 8.x. SanJose,
California, March 2010.
http:/''www.cisco.coin/en/US/docs/voiceJp_comm/comiection/8x/administration/guide/
8xcucsag060.html.
Cisco Systems, Inc. Managing Call Routing Tables in Cisco Unity Connection 8.x. San
Jose. California. March 2010.
8xcucsair090.html.
http://\\A\w.cisco.coni/eii/US/docs/voice_ip_conini/connection/8x/adiniiiistration/Biiide/
Cisco Unity Connection in a Cisco Unified Communications ManagerEnvironment
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Lesson 5
Configuring Cisco Unity

Connection Users
Overview
This lesson explains the user templates that are the basis for creating new users. The Cisco Unity Connection class ofservice specifies the feamres that the Cisco Unity Connection users
can access.
Objectives Upon completing this lesson, you will be able to describe user-account management options
and user-related configuration elements, including account policies, subscriber classes of service, and related templates. This ability includes being able tomeet these objectives:
Describe the CiscoUnity Connection user templates

Describe the Cisco Unity Connection users
Describe the Cisco Unity Connection class of service
Cisco Unity Connection User Templates

This topic describes user templates in Cisco Unity Connection and how they can be used in
different scenarios.
User template basicsare the main component in a

user creation process:
The most important user template settings are the following: The name can be set to an alias ortoa display name. An alias isthe name ofthe user
template (for example. Manager) that is selected during anew user-creation process. A
display name is the name that is automatically generated by Cisco Unity Connection: the
default is first name followed by last name.
Tlie display name is announced in the standard greeting, as long as no specific name is recorded for that particular user. Cisco Unity Connection will, for example, announce "John Doe is not available, please leave amessage," according to the display name.
Tlie dial plan is set in the phone area. It defines which partition the user belongs to and in
which search space the user can search when sending messages via telephone user interface
(' LI).
The class ofservice defines the features that users can access, for example, the class of
service can allow users to use Internet Message Access Protocol (IMAP) orCisco Unified
last topic of this lesson.
Personal Communicator to receive voice messages. Class ofservice will be explained in the
The schedule is set, by default, to weekdays. The schedule should be changed to all hours;
otherwise the Cisco Unity Connection system does not answer calls (even to take a message) during evening or weekend hours. Instead, the closed greeting, which can be set
per user, would be played.
The language issetinthe location area. This setting is important ina multinational
deployment as well as in asingle-site deployment, in which different groups might expect

callers from only certain countries.
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Integrating Cisco Unified Communications Amplications (CAPPS) v8.0
The time zone isused for generating time stamps for voice messages. Setting aproper time
stamp helps users to get correct information about when amessage was received, by using
the time zone of the user location.
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User Template Example

User templates can be used to work more efficiently on recurring tasks.
User templates are configuration helpers:

* Decrease the configuration effort through preconfigured
general settings Used only for adding new users
- Two preconfigured templates: voice-mail user and

administrator Umi TemjSMe*,
for example, the same language or time zone settings. Ifthe user template is changed at any ~ time, the new settings will affect only users that are created after the template change. To
change parameters for agroup ofexisting users, use Cisco Unified Communications Manaiier
BulkAdministration Tool (FIAT).
The user templates can be added ormodified in Cisco Unity Coimection Administration. General parameters that are the same for all users or groups ofusers can be predefined. Then. all new users that are added in Cisco Unity Connection will have the same preselected settinus:
There are two pre-existing user templates. One is intended for administrators, and one is
intended for users. An administrator can, for example, build auser template model in which settings are preconfigured for managers, employees, ortrainees. Managers may have mailboxes
with more space for voice messages, orthey can be notified via mobile phone when a new
message arrives. Employees may have preconfigured message actions. Trainees may be limited
to listening totheir voice messages. User templates can also bebased on locations and can specify which language touse. User templates can have time zones that are defined for a
location so that messages are recorded with the correct time stamp.
When creating anew user, select the user template. User template entries are copied to new
users.
Note
User templates are used only for new users. Changes in a user template have noeffect on
existing users.
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Password Settings and Roles

The figure describes the password settings and roles in Cisco Unity Connection Administration.
The password to access the user GUI and the PIN to access the TUI can be set.
Password Settings and Roles

Thereare password settings forvoice-mail and web
application:
Use of authentication rules
* Password settings: Locked by administrator
- User cannotchange or must change at next login

- Does not expire
Change the password: - For example, password 123 - Combined with change at next login
Roles
By default, no administrator role is assigned
Passwords for TUI and GUI access usethe authentication rules thatwere described earlier in
this course. For example, an authentication rule might define aminimum credential length of three digits or characters and might allow trivial passwords. With this authentication rule, the password for all new users can be set to 123. In addition, you can specify that users must
changethe password at the next login.
For security reasons, disable the use oftrivial passwords and specify aminimum length ofeight digits for the PIN, in the authentication rule. PINs are used for TUI access, to receive voice messages. The web-application password is used to access the Cisco Unity Connection User
Options pages.
When calling the Cisco Unity Connection system pilot number, Cisco Unity Connection might ask the caller for a passwordwhich isactually the PIN. For security reasons, do not enable the Does Not Expire check box. Passwords will then need tobe changed on aregular basis.
Lightweight Directory Access Protocol (LDAP) authentication enables single-password login

for the Cisco Unity Connection User Options pages. However, a PIN must beadministered in Cisco Unity Connection Administration; the PiN cannot bedefined intheLDAP server. Auser can be assigned to an administrator group by using roles; for example, the predefined
User Administrator role. With these new access rights assigned, this user can create new users.
Bydefault, no administrator role is assigned to the users.
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Transfer Rules
Transferrules allow users to transfera call to another extension.
_f_sr_I-xju-*A't
Transfer rules are used to reach users:

* A standard rule is enabled, but cannot be modified * Release to switch or supervise transfer ' Call screening
Thefollowing three transfei rules arepredefined:
Tlie standard rule is enabled without an end date (always active) but cannot be modified. The alternate mle may replace the standard rule, for example, the alternate rule can define the end date. During vacation, anahemative transfer rule could be used instead ofthe
standard transfer rule.
Ifthe schedule for the user isset toweekdays only, then the closed rule is used durine the
weekends and after business hours.
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Integrating Cisco Unified Communications Applications fCAPPS] v80
Greetings
Only the standard greeting is setup by default. The figure shows how the different greetings
take precedence over the others.
Greetings can individualize the users mailbox:

Error greeting plays ifthe callerenters invalid digits
An alternate greeting overrides all other greetings
Greetings enable users to individualize their greetings in different ways:
Cisco Unity Connection automatically generates the standard greeting, from the display name. This greeting plays atall times, unless it is overridden byanother greeting. An alternate greeting can be used for various special situations, such as vacations ora leave of absence: for example, "I will be outofthe office until...."Analternate greeting
overrides all other greetings.
A closed greeting can beplayed onweekends, if the schedule issettoweekdays. Aholiday greeting allows users tohave a personalized greeting onholidays; for example,
Christmas.
In addition, three rarely usedsystem greetings exist: busy, error, andinternal.
The standard greeting isenabled bydefault. Other parameters that can bedefined inthe
greeting configuration include what callers hear before, during, and after the greeting, orthe
language of the prompts.
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Call Actions
After the greeting, the caller can be offered various options to process the active call.
û^bL^fesX^s-.I.^,^ < -* ,* ,.
After the greeting, the caller can be offered various

call options.
Take Message
Hie commonly used, standard call action is to take amessage: Cisco Unity Connection asks the caller toleave a message. During weekends orholidays, the caller might be directed toanother greeting, orthe call can end after Cisco Unity Connection plays amessage. You can also configure atransfer toanexisting call handler (a system call handler, interview
handler, or directory handlei).
Next, choose an option for the conversation action:
Broadcast Message Administrator: Sends the call toa conversation for sending broadcast
messages.
Caller System Transfer: Sends the call to a conversation that allows users to transfer to a
number that they specify. Cisco Unity Connection performs the transfer only when the
restriction table pennits it.
Greetings Administrator: Sends the call toa conversation for changing call handler
greetings by phone.
Sign-In: Sends the call tothe user sign-in conversation, which prompts the caller to enter
an ID.
User System Transfer: Sends the call to a conversation that allows users to transfer to a
number that they specify. Users are prompted tosign in. They then can enter numbers that are not associated with Cisco Unity Connection userssuch as lobby and conference room phones or phones outside the organization. Cisco Unity Connection performs the transfei
only when the user restriction table pennits it.
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Message Actions and Caller Input

Tlie message settings can influence the TUI experience ofa caller.
Messaae Actions and Caller Input Messages can be handled in different ways.
Edi Msssagss [by Callers(
Messaae Action.
The caller canbe allowed to edit themessage; forexample, to rerecord themessage. The
message can be marked automatically with normal or urgent priority. Alternatively, the caller
can be asked which priority to mark the call. Marking has an impact on message notification,
because the user can choose tobenotified for all messages oronly for urgent messages. After the caller leaves the message, the standard message actions are available tothe caller,
mailbox).
depending on the configuration (call actions, call handler selection, conversation, and user with
The message action can be selected for voice mail, email, orfax. The action can be to accept, reject, or relay the message. Ifthe messages need to be relayed, then you must specify arelay
address in the message action configuration.
An action can be specified per entered digit, for digits that the caller can enter during the announcement that the called party is unavailable. Predefined actions are specified: the asterisk or star key (*) to sign in to amailbox and 0to be connected to an operator. The other digits can
be customized with standard call actions; forexample, if a caller enters 8, thecaller is
transferred to a helpdesk.
5 2010 Cisco Systems, Inc
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TUI Experience
The TUI experience can be modified for acaller and for aCisco Unity Connecti
i on user.
***** lauufc &$**.&, J.i_S!Ss.jjb;*wi
TUI experience can be modified to meet user

expectations:
1 Phone menu: Time format
Timers for caller responses Conversation volume and speed Playback settings:
- Message volume and speed Counter for newand saved messages Playorder for new and saved messages
Add caller information, extension, etc.
The following parameters can be changed inthe Phone menu:
Conversation volume, from lowto higli, with a default of medium

Comersationspeed, slow to fastest, with a defauh of normal
Time fonnat. with a default of 12 hours being entered), with a default of 3 seconds
Timers for entering digits (for example, how long to wait for the next digit when aname is
The following parameters can be modified for message playback:
Setvolume andspeed for message playback.
Unable counter announcements for new voice, fax, or email messages.

Enable a counter announcement for saved messages.
incoming time).
Set the order for playing new orsaved messages (urgent first, followed by order of
Enable playback ofinformation from the sender: extension, message number, time of
sending the message, and so on.
Confirm deletions of newand saved messages.
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Cisco Unity Connection User

This topic describes the main Cisco Unity Connection user parameters and how a user account
can be individualized.
End-User Creation
Creating a newuser requires some main parameters.
Ifuser templates are predefined, then the user creation requires only some individual selections
template. Tlie individual user parameters are aunique alias (ID), first and last name, mailbox
store (ifmore than one Cisco Unity Connection server isset up), and the extension (directory
number on Cisco Unified Communications Manager).
and settings. When creating a user, select a user template; for example, die employee user
The alternate extension isnot required but increases the productivity and user experience; for
example, set up the mobile and home phone numbers as alternate extensions. With this approach, auser can use devices to dial the Cisco Unity Connection pilot number and get the personal login, which requires only PIN entry. Ifan undefined extension calls into Cisco Unity
Connection, the standard opening greeting is played by default.
In addition, an alternate name can be entered for the user.
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Alternate Extensions
Tlie figure shows scenarios in which alternate extensions are required in the user configurati.
&Mzk&Mah~/\^JijL
Scenarios for additional alternate extension:

* WAN is busy or unavailable.
- AAR and Cisco Unified SRST are rerouting the callsoverthe PSTN andare sending the E.164 number as the calling number.
Branch
Marager
During aWAN failure, arerouting over the public switched telephone network (PSTN) is
required for calls to Cisco Unity Connection. A Cisco Unified Survivable Remote Site
Telephony (SRST) router sends tlie call with its complete E.164 number as the calling number
(for example. 408 555-2001) to Cisco Unity Coimection. By default, this number isnot a
configured extension in Cisco Unity Connection. The number 408 555-2001 can be configured
as an alternate extension for the user that has extension 2001 in Cisco Unity Connection.
There are other options. Instead of using alternate numbers, a transformation mask can be
numbers for incoming calls.
configured on the hunt pilot, or voice translation rules can be configured to modify the call ing
Ifthe WAN isbusy, automated alternate routing (AAR) also reroutes the call over the PSTN.
Depending on the number-modification configuration, the calling orforwarded number can be
sent as the complete E.164 number. Again, this complete E.164 number can be configured as an
alternate extension for the Cisco Unity Connection userto reach themailbox.
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Voice Mailbox
During the user creation process, aCisco Unity Connection administrator can enable or disable
the self-enrollment feature for the voice mailbox of tlie new user.
Voice Mailbox Anew voice mailbox first needs an initialization:

Needs to be initialized by the administrator
Can be configured bythe end user during first login
'.-----------SSR
Users candecide to listtheir extension in theCisco Unity Connection directory. If a caller
chooses tosearch by name, the directory handler searches the directory list for directory listenabled users.
Thevoice name can bererecorded; forexample, instead of thegreeting "2001 isnotavailable,1 Cisco Unity Connection announces "John Doe isnot available." By default, Cisco Unity Connection generates thevoicename from the display name.
Optionally, the greeting can be changed from a standard greeting to an alternate personalized
greeting.
CiscoUnity Connection ina CiscoUnified Communications Manager Environment
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Mailbox Stores and Membership

Ilie figure describes the use ofmailbox stores and user membership toamailbox store.
Mailbox Stores and Membership

Voice mailboxes belong to a user:
> A voice mailbox needs a storage device.
Thedatabase is shared between both Cisco Unity Connection

servers
Cisco Unity
Messaging DB-1
Avoice mailbox belongs to auser. To store the incoming voice messages, a message store on a
Cisco Unity Connection server must be chosen.
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Message Aging Policy and Mailbox Quotas

Message aging policy and mailbox quotas can be defined on asystem level, in user templates,
or on a user level.
Message Aging Policy and Mailbox Quotas

Main parameters of a voice mailbox:
Message aging options:
- Move saved messages - Remove deleted messages
- Mailbox quotas: Warning quota Send quota - Send/receive quota
To prevent the hard disk, on which the voice messages are stored, from filling up, aging rules
can beconfigured inCisco Unity Connection. These rules automate thedeletion process of
messages. Read messages can be moved tothe Deleted Items folder after a specified number of days (disabled by default). Messages inthe Deleted Items folder can bepermanently deleted
after a number of days (15 by default).
Themailbox quotas warn users thatthemailbox is reaching themaximum allowed size(12MB by default), prevent the user from sending voice messages toother users (13 MB bydefault), or prevent the user from sending or receiving voice messages (14MB by default).
For reference. 12 MB translates to approximately 200 minutesof recording with the G.729 codec, andapproximately 25minutes of recording withthe G.711 codec.
J2010 Cisco Systems, Inc
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Private Distribution Lists

All users inCisco Unity Connection can use system distribution lists. Users (or administrators.
via Cisco Personal Communications Assistant fPCAl) can create private distribution lists. Onl>
users can manage and use their private distribution lists.
**4"F>WV<T-J_&|ib. * 1^ *:-*!
Besides the system distribution list, the user can

create private distribution lists: - Asales manager has three teams (voice, security and network) and wants to manage them all or individually.
Voice
Sales Manager
, j
L_
Security
All U sts
H
For example, a sales manager is responsible for three teams: voice, security, and network. To leave them individual news and infonnation, the user creates three private distribution lists. To manage all three groups at thesame time, the user can create anadditional private distribution
list(All Lists) that includes the three private distribution lists. The usercandistribute a message
to all tliree groups, via the private distribution list All Lists. Any user that is included in any of
the three teams receives such a message.
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Notifications Devices The Message Waiting Indicator (MWI) onan IP phone isthe default standard notification on Cisco Unity Connection. You can disable MWI and verify theMWI status (on oroff) inCisco
Unity Connection, underEdit > Message Waiting Indicators.
Notifications Devices
Users can be notified if new messages are left:

Mv\fl can be disabled per user.
Restriction tables define the calling rights.

Notifications calls ask for a PIN.
MWI
Pager
Email
Additional notification devices can be set up for mobileusers.Notification devices are phones,
pagers, oremail addresses. As many as three phone devices can bedefined per Cisco Unity
Connection user. As soon as a voice messageis left for a user, CiscoUnity Connection can, for
example, call themobile number ofthe user for whom the caller leftthemessage. When the useranswers the phone, Cisco Unity Connection informs the userofthe new voice message
and asks the user to enter a PIN.
Anemail withthe voicemessage canbe sentto anyemail address, butif the userlistens to a
message that issent via email, MWI cannot besynchronized with theIPphone. However, if
IMAPclients are used, then MWI is synchronized after the user listensto the message. User templates allowenablingofthe notification devices, in general. However, usersor administrators need to configure the notification device addresses. These devices addresses are,
for example, the mobile phone numbers or external email addresses of the users. To disallow calling, for example, to international numbers, set up the restriction tableto blockcostintensive calls.
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User-Creation Options
The figure shows different ways to add users to Cisco Unity Connection.
Cisco Unity Connection users can be implemented in

various ways:
Ctaeo UrttyConnection;: ~;
"Gsco Unified CM =Cisco Uiifled Comm unidations Manager I
Supported byuser templates, manual configuration ofsingle users can bevery fast. Ifseveral users need to be created, you can import the users inbulk by using a .csv file. Alternatively.
\ou can import users from Microsoft ActiveDirectory or Cisco Unified Communications
Manager.
Users canalsobe migrated andimported. TheConsolidated Object Backup and Restore Application Suite (COBRAS) tool helps administrators to migrate users from Cisco Unit> to Cisco Unity Connection. Users can be imported with or without their messages.
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Cisco Unity Connection Classiof Service

This topic describes the concept of using class of selvices to assign additional features to users.
Default Ciass of Service
Class of service defines which fealfres can be used

byCisco Unity Connection users:
Ciassof sendee
Name Racordinn length
. Greetings length
Message Length
Personal Transfer Ruleae.
Rastilctlon Tables
j"Cisco Unified PC Cisco Unified Personal Communicator |
Theterm class ofservice canbemisleading in this context. This term is notthesame asclass of
service (CoS) inCisco Unified Communications Manager and isnot related toquality of
service (QoS).
Class of service inCisco Unity Connection describes which features users can use. There are
two default classes of service: System and Voice Mail User.
The Voice Mail Userclassof service supports the following features, by default:
Timers that allow recording ofvoice names; themaximum length is 30seconds. Tlie maximum length for a greeting is90seconds, and the maximum message length is300
seconds.
Users are listed in the directory sothat, for example, a directory handler can search for and
find all users.
Only the administrator can setalternate extensions; otherwise, thefeature could open a security hole within theCisco Unified Communications solution. The number ofprivate distribution lists and members per private distribution list can be
limited.
Call Transferfor outgoingor transferred calls can be restricted.
Additional features that need to be licensed are disabled by default; for example, access to
voice mail using an IMAP client, oruse ofa Cisco Unity Inbox. Other features, such as Cisco
Unified Personal Communicator, are also disabled; thesefeatures areprimarily those that could generate additional costs, such as transfer rulesfor the company.
CiscoUnity Connection ina Cisco Unified Communications Manager Environment
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Youcanuseclass of service to giveusers access to certain features.
i* . *..,-!U..
User access tocertain features can be allowed by

using class of service:
' Record the name ofthe user.
* Chooseto be listed in the directory.

* View or manage alternate extensions. * Send messages to system distribution lists.
* Change call screeningor holding options.

Set some advanced features:
/Access to email in third-party message stores Use of voice recognition
*Provide transcriptions ofvoice messages (Speechvlew).

Use the messaging inbox and RSS feeds.
The following features can be allowed:
Recorded Name: Allow users to use the Cisco Unity Connection phone conversation or
Cisco Unity Connection Messaging Assistant to record their names. Users are prompted lo
record their names during first-time enrollment. Note that even when this check box is
checked, Cisco Unity Connection does not, by default, prevent users from completing the
enrollment process. Whether recording a name isrequired to complete first-time enrollment
can be set in the System Settings >Advanced >Conversation page, by enabling the Require Users to Record Names at Enrollment setting. Uncheck the check box to prevent
the users who are assigned tothis class ofservice from recording their own names (for example, ifthe company has all names and greetings recorded inone voice) and from bcinti
prompted to record a name during first-time enrollment.
Allow Users to Choose to Be Listed inthe Directory: Give users the option ofbeing listed in the corporate directory. The corporate directory is the audio listing that users and
unidentified callers use to reach users and toleave messages.
Allow Users to View Administrator-Defined Alternate Extensions: Allow users toview the alternate extensions lhat administrators specify.
Allow Users to Manage Their User-Defined Alternate Extensions: Allow users to
specify aset ofalternate extensions in the Cisco Unity Connection Messaging Assistant and the phone interface. When this option is chosen, users can define as many as 10
alternate extensions in addition to those that are already defined for them. By allowing users to specify' their own alternate extensions, the number ofrequests that Cisco Unity
Connection administrators manage can be reduced for users who want to specify alternate
extensions for multiple mobile phones, home phones, orother phones.
Allow Users to Send Messages to System Distribution Lists: Allow umessages to a system distribution list.
send
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Allow Users to Change Call Screening Options: Give users the ability tochange their call-screening options by using the Cisco Unity Connection Messaging Assistant. Call screening increases the time that is necessary to transfer callers to an extension. Allow Users to Change Call Holding Options: Give users the ability tochange their callholding options by using the Cisco Unity Connection Messaging Assistant.
AllowAccessto Advanced Features: Enable the AllowAccessto Email in Third-Party
Message Stores and the Allow Users to Use Voice Recognition options.
Provide SpeechView Transcriptions ofVoice Messages: Give users transcripts oftheir voice messages. Cisco Unity Connection uses athird-party, external transcription service to convert voice messages into text. Cisco Unity Connection sends the audio portion ofvoice messages tothe transcription service, without sending details oftlie message sender or recipients. Communication between Cisco Unity Connection and the external transcription
service is secured by using Secure/Multipurpose Internet Mail Extensions (S/MIME) over Simple Mail Transfer Protocol (SMTP). Only the first 500 characters ofa message transcription are provided, so longer messages are truncated. Users have access tothe
original recording in its entirety.
Allow Users to Use the Messaging Inbox and RSS Feeds: Give users access to the
Cisco Unity Connection Messaging Inbox inthe Cisco Personal Communications Assistant
andaccess to Really Simple Syndication (RSS) feeds of voicemessages.
2-157
Summary
This topic summarizes thekey points thatwerediscussed in this lesson.
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User templates allow youto set parameters for new users, based on their group or location. Usertemplate parameters are simply copied to a newuser. Changes in a user template
do not affect existing users.
Userscan be created in many ways in Cisco Unity Connection. Single users can be added manually. When rolling out Cisco Unity Connection, import users from Cisco Unified Communications Manager, from Active Directory or
via COBRAS.
Class of service allows administrators to control which features users can access. Class of service also defines
additional options thatrf enabledcan be set by users and

consequently reduce the work of administrators.
References
Cisco Systems. Inc. (!ser Mores. Adds, and Changes GuideforCisco Unity ('onnectton
Release 8 x. San Jose. California, February 2010.
http:..-'\usw.cisco.com''e.L,'US/docsAoice ip...conim/conneclion/Sx/user mac/guide

8\ctictnac\.htinl.
2-158
Integrating Cisco Unified Communications Applications (CAPPSlv8 0
Lesson 6
Monitoring and Troubleshooting Cisco Unity

Connection
Overview
This lesson explains how toresolve most common issues with Cisco Unity Connection
integrations. In addition, the lesson presents the Cisco Unified Real-Time Monitoring Tool
(RTMT) and explains micro and macro traces for Cisco Unity Connection.
Objectives
Upon completing this lesson, you will be able todescribe the available tools that can be used to monitor Cisco Unity Connection operation. You will also beable totroubleshoot issues that
relate to voice mailboxes and theMessage Waiting Indicator (MWI). This ability includes
being able to meet theseobjectives:
Describe the CiscoUnity Connection troubleshooting methodology

Describe Cisco Unified RTMT
Cisco Unity Connection Troubleshooting

This topic describes how to approach the most common issues with Cisco Unity Connection
integrations.
Some common issues can be isolated and verified in different places: Reorder tone plays when users call Cisco Unity Connection. * Callers are not forwarded to Cisco Unity Connection.
1 Login to mailbox is not working. * MVU is not working. * Callers receive the wrong greeting. Standard opening greeting
Standard greeting instead ofalternate greeting * Callers cannot leave a voice message.
* Call handler issues exist.
* Call routing errors exist.
* The wrong greeting plays in Cisco Unified SRST and AAR

mode.
configuration; some appear after weeks, from one day to the next. This lesson gives you an
overview of how to manage these issues.
The figure shows an overview ofthe most common errors. Some of these errors appear during
2-160
Reorder Tone
The figure explains what happens when a user presses the Messages button ordials the voicemail pilot number and gets areorder tone instead ofaCisco Unity Connection greeting.
Reorder Tone
Calls to Cisco Unity Connection lead to a reorder tone or message that the call cannot be completed.
Issue: Hunt-pilot partition is incorrect or was changed. * Callsvia Messages button and calls to hunt-pilot numberfail.
- Voir* Hail Pilot Informition -
CSS in voice-mail pilot is not set or is wrong. The call still does not work, even after change to voice-mail pilot.
- IPphone needs CSS set to reach Cisco Unity Connection.

D#vH_C Information -
IPphones need a calling search space (CSS) that is setto reach Cisco Unity Connection when
the usermanually dialsthevoice-mail pilotnumber. In thisexample, the PSTN CSS includes thePSTN partition and devices. TheCSS allows calling, without restriction, to public switched telephone network (PSTN) phone numbers and to all devices that are registered with Cisco
TheMessages softkey also requires theCSS to be setontheIP phone, to reach Cisco Unity
Connection. Otherwise the calls are not routed to Cisco Unity Connection.
Verifj- that CSSs are set correctly inthe voice-mail pilot and onthe IPphone orline, depending
on the class of service (CoS) implementationapproach.
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Call Forward to Cisco Unity Connection

Internal and external differentiation ismade forCall Forward Busy (CFB), Call Forward No
Answer (CFNA). Call Forward No Coverage (CFNC), and Call Forward Unregistered (CFUR).
When configuring the Call Forward options, enable Call Forward, if available, for internal and
external callers. Otherwise, only internal callers are forwarded to Cisco Unity Connection. If checked, the Voice Mail check box requires a CSS to be set to reach Cisco Unity Connection.
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Checking the Voice Mailcheck box requires a CSS

- Call Fomard and Call Pickup Settir
An unchecked Forward Busy External check boxstops call forwarding

Call Forward destinations need a CSS.
t*#ma & *p*e*
By default, no Call Forward by destination is allowed
PressingCFwdAII softkey followed by hunt-pilot numbermight

not forward the calls to Cisco Unity Connection.
Depends on Calling Search Space Activation Policy.
When users want to forward all calls via softkey oruser options pages, aCSS is necessary. By
default, CSSs are set to <None>. However, the CSS activation policy determines which numbers can beentered when activating CFA. CSS activation policies arenotused for the other Call Forward options, such as CFB. The following three choices are available settings for the
CallingSearch SpaceActivation Policy:
Use System Default With Configured CSS
With Activating Device/Line CSS
When the With Configured CSS option ischosen, the Forward All Calling Search Space that is
explicitly configured in the Directory Number Configuration window controls the forward all
activation and call forwarding. Ifthe Forward All Calling Search Space issetto<None>. then no CSS isconfigured for Forward All. Aforward all activation attempt toany directory number
with an assigned partition will fail.
Ifyou prefer tocombine the Directory Number CSS and Device CSS, without explicitly configuring a Forward All CSS, then choose the With Activating Device/Line CSS option.
With thisoption, when Forward All is activated from thephone, the Forward All CSS and Secondary CSS for Forward Allautomatically arepopulated with the Directory Number CSS
and DeviceCSS for the activating device.
If Use System Default is configured, then theCFA CSS Activation Policy clusterwide service parameter determines which Forward All CSS will beused. The default is With Configured
CSS.
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i 2010 Cisco Systems, Inc
Route Part rn Affecting Call Forward

Rout
patterns can affect the use of the CFwdAll softkey toenter Call Forward numbers onthe
phon
Route Pattern Affecting Call Forward

Route patterns have an impacton call forwarding:
Overlap route patterns prevent entering the complete phone
number via CFwdAll softkey:
- Configured route patternO.XXX for overlapsending.

User tries to enter 00404132670.
Cisco Unified Communications Manager stops collecting
digits after 0040 is entered.

FAC and CMC:
- User must enter a code, which cannot be appended when

a Call Forward number is entered.
- Call is not routed because code is not entered.
When configuring route patterns withoverlap sending enabled, Cisco Unified Communications Manager collects only a part ofthe number forthe setup message to thePSTN. Forexample, a route pattem 9.x will collect only the 9,which isthe PSTN access code, and one other digit. After thisdigit is collected, thecallis routed. When using CallForward viasoftkey, theuser
enters the number 9.x, and Cisco Unified Communications Manager does not collect further
digits. An additional route partem mustbe configured for Call Forward, which doesnotsupport overlapsendingto collectthe complete phone number.
Another issue can occur when Forced Authorization Codes (FAC) or Client Matter Codes
(CMC) are used. Whena user callsvia an FAC-enabled route pattern,the user must enter a codeafterthe phone number, as indicated by a beeptone. When usingthisroutepattern for call
forwarding, the calls cannot berouted. The Call Forward process cannot append a code after
the digit analysis.
2-163
Login Not Working

Ifa user is not recognized, the direct login (entering only the PIN) is not working. However.
users can log in by entering an ID and PIN.
The user is not recognized.

User calls via mobile or home
Mit'te I Mobile r.
phone.
Alternate extension is not
defined or is incorrect.
- The wrong number is

transmitted.
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followed by phone number, only the phone number is configured. * Voice-mail mask changes
number.
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- Mask is missing or
wrong.
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Ifthe user iscalling from an external source, the reason for the user not being recognized might
bethat the alternate number is notconfigured or is incorrect. If a user gets a new mobile device
or anew phone number (for example, because ofa move), these phone-number changes must
be administered in Cisco Unity Connection. In addition, thephone numbers ofthe notification
devices must be updated.
Number nonnalization and globalization can also modify the calling numbers ofincoming
calls. Before these features were in use, most phones displayed a 10-digit number North American Numbering Plan (NANP). But when normalization and globalization are enabled, the number that ispresented to the phone and to Cisco Unity Connection is "+1", followed by the phone number. If the calling niunber calleris, for example, thealternate extension 408 5551000. numbermodification on the gateway will add"+l". Because the number+ 1408 5551000is not configured in Cisco Unity Connection as an extension or alternate extension, the
caller is not recognized.
This kindof issue canbe detected easily by using the Cisco Unity Connection Port Monitor.
The Port Monitor shows the calling and called numbers, asshown near the bottom ofthe figure. Another issue miglit occur if the voice-mail mask onCisco Unified Communications Manager modifies the calling niunber that issent to Cisco Unity Connection. Again, Cisco Unity
Connection Port Monitor will show the callingnumber. The mask does not need to be set if all
directory numbers in Cisco Unified Communications Manager have the same length (for example, four digits). An example of using the voice mail mask iswhen an assistant manages
the voice messages for a manager. In this case, the proxy fine (Cisco Unified Communications
Manager Assistant functionality) uses the voice-mail mask tosend the number ofthe manager,
insteadof the proxy line director}' number,as the callingnumber.
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Integrating Cisco Unified Communications Applications (CAPPS) vS 0
PIN Not Accepted

Various issues can prevent a PIN from being accepted.
The user cannot login via PIN.

* Users might have entered the wrong PIN.
DTMF tones are not transmitted.
- For SIP phones, use the dtmf-relay rtp-nte command.

* The account is locked because the wrong PIN was entered.
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After a vacation, a usermight forget the PINandsimply enterthe wrong PIN. In suchcases, an administrator can change the PINforthe user. This change is madein the userconfiguration,
under Edit > Change Password.
Another issue might bethat the dual tone multifrequency (DTMF) tones are not transmitted. This issue typically happens with Session Initiation Protocol (SIP) phones onCisco Unified
Communications Manager Express. Verify the directory number configuration on Cisco
Unified Communications Manager Express for the following command:
voice register pool
id mac
0024.C445.5561
type 7965
number 1 dn 1
dtmf-relay rtp-nte
Without the dtmf-relay rtp-nte command, no DTMF tones aresent. ForSkinny Client Control Protocol (SCCP) phones, the DTMF tones are sentcorrectly by default. In Cisco Unified Communications Managerenvironments, SCCPand SIP phones also send DTMF tones by
default.
If users try to log in with an incorrect PIN, CiscoUnity Connection might lockthe account. To force the lockout, verify and modify the authentication rulesfor voice-mail users andset the
following parameters under System Settings > Authentication Rules:
Set Failed Sign-In Attempts to 3 (for example).

Check the Administrator Must Unlock check box.
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With these two parameters set, the user will be locked out after entering the wrong PIN tliree
times. You can view the lockout status inthe user configuration, under Edit > Password
Settings, as shown on the figure. In addition, the figure shows auser lockout report, which can
begenerated in theCisco Unity Connection Serviceability pages.
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Integrating Cisco Umfied Communications Applications (CAPPS) v8 0
MWI ssues
An MWI that does not work in a CiscoUnity Comiection and CiscoUnifiedCommunications Manager integration is typically the result of a classof service issueor MWI number mismatch.
MWI issues: * The MWI number CSS has
- Menage Waiting Informal Ion
Mtssaas Waiting Number* 2510

Partltron
cescnrjuon
no access right to call the IP
e rJcne >
phone of the Cisco Unity

Connection user.
Message Waiting Indicator* (.\0pl {}off

Calling Search Suae?
. tone
- New partitions or features

that introduce new
partitions (Cisco IP Manager Assistant) lead

most often to MWI issues.
Dtrvctery H*nfa*r *
MWI on and off might have

different or switched numbers in Cisco Unified
Mesagt Waiting tndi
Setting*
E
MWI On Esttnston
Waiting Indicators |
Communications Manager and Cisco Unity Connection.

MWI is not enabled.
MWI Off Extensor
2S11
MWInumbersin this example, 2510 for MWI on and 2511 for MWI offareconfigured on Cisco Unified Communications Manager. Verify that these numbers are also configured for MWI on and off on Cisco Unity Connection. Sometimes customers switch (or simply mistype)
the MWI numbers.
The MWI numbers on Cisco Unified Communications Manager need a CSS. This CSS needs to be able to call the IP phone, to turn MWI on or off. Try to dial the MWI on numberfrom the IP
phone. If MWI doesnot mmon. then the problem is on CiscoUnity Connection. Thistest works only if the IP phonehas accessrights to call the MWI on number. Dialingthe MWI off
number turns MWI off again.
If new partitions are introduced (for example, when using Cisco UnifiedCommunications Manager Assistant), manager user might lose MWI functionality. If so, the CSS for tlie MWI on and off numbers must be extended to include the new partition.
In the port-group configuration (System Settings > PortGroup) on CiscoUnity Connection,

MWI must be enabled, as shown in the figure. In addition, the Send MWI Requests parameter must be enabled under System Settings > Port.
2-167
MWI Status
The figure shows how anadministrator can verify the status of MWI in Cisco Unity
Connection.
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1WI
To verify the target state of

MWls:
Check the user configuration for MWI settings.

- MWt needs to be enabled. The current status shows
what the state is on Cisco
Unity Connection, not on the IP phone.

If the status differs, run an MWI synchronization in the
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phone system configuration.
: MWls on Th i Phi-ne SfY.t
Thetarget state of MWls on Cisco Unity Coimection can beverified in the user configuration
under Ldit > Message Waiting Indicators. The field status does not reflect the actual MWI
status on the IP phone. Cisco Unity Connection cannot determine whether the MWI is set correctly on IP phones.
MWI needsto be enabledfor each Cisco UnityConnection user;this settingis the default when
creating new users.
Whenyou fix an MWI issue such as a class of service problem, run a synchronization of all MWls. This synchronization canbe run under System Settings > Phone System for the phone system that is integrated with Cisco UnifiedCommunications Manager.
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Wrong Greeting
By default, only two direct call-routing rules exists. Achange ornew call-routing rule might
interrupt the correct functionality.
Verify the callerinformation byusing the Port Monitor.

* If the calling or forwarded number is correct, verify the callrouting rules.
- Bydefault, calls from known extensionsare offered the

option to tog in. All other callers hear the opening greeting.
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Status
Send Call to
V A*v*_l lr.sr.iJB
^ttenip-, Sign In
r. Corversancrn
The AttemptSign-in rule needs to be activated and the

conversation set to Attempt Sign In. No conditions are configured by default.
The first rule in the list is the Attempt Sign-Inrule. Verify that the rule is active and has no
configured conditions, and thatthe caller is sent viaConversation to Attempt Sign In. Attempt Sign-In sends the call to the usersign-in conversation, if the calling number belongs to a user. Thecalling number is compared with theextensions or alternate extensions. If thecallis not from a user (inother words, if the call is from an unidentified caller), then thenext rule inthe routing table is applied. Thenext (and by default, last) rule is the standard opening greeting.
Thesame procedure applies to the forwarded call-routing rules.
2-169
Rules and Conditions Ifthe calling number is conect and the extension exists inCisco Unity Connection, then check
for a misconfiguration ofthe conditions and rules.
When searching for call-routing issues:

* Check ifconditions were added to the default routing rule.
' Conditions are a positive list.
If no match exists, 90 to next condition. Ifno more conditions exists, go to next rule.
tdll Hunting Rule Clmfilion
Ifthe samplecondition would be added toAttempt Sign In, onlythe number 2001 is offered the chance to log in.
CJit (culm, finle (l
Call-routing rules are like access control lists. Thesearch begins with the first rule and within
the first condition. If there is no match, the next condition is used. If no more conditions exist,
the next mle isused and the same process starts again. At the end, the standard opening
greeting is played for any remaining calls.
Tlie wildcard X that is used inCisco Unified Communications Manager for onecharacter can also be configured in Cisco Unity Connection. However, inCisco Unity Connection, theX lias a different meaning. A condition to check for a callingnumber2XXXwill not match calls from 2001 or 2138. Instead, tlie standard opening greeting will be played.
Some additional infonnation about writing conditions for calling numbers:
Choose an operator (In. Equals, Greater Than, Less Than, Less Than or Equal, and Greater Than or Equal) and elite a phone number or number pattern, to apply the rule to a phone number from which calls originate. Toapply themleto alloriginating phone numbers,
choose the Equals operator and enter an asterisk (*) or leave the field blank.
When choosing the Equals operator, enteran asterisk (*) or question mark (?) as wildcards.
The asterisk matches zero or more digits and can be used alone or with other numbers, for
example, enter 212* to control routing of all calls from the 212 areacode. Tlie question mark matches any single digit. For example, enter 555???? to control routing of all calls
from seven-digit numbers that begin with 555.
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When choosing the Inoperator, enter a range of numbers (forexample, 2000-2599), a
comma-separated list ofnumbers (for example, 4001, 54001, 5554001), ora combination
of both(forexample, 2000-2199,3001-3199, 5554001).
Add multiple Calling Number conditions to a single routing mle to create more-complex patterns (forexample, allnumbers in therange 2000-3999 plus allnumbers that aregreater
than 5000). When a callmatches all conditions for the rule, tlie callis routed as specified in
Send Call To.
2-171
Time Schedule
Call-routing rules are, by default, always active.The schedule can be used in mle conditions lor time-based call routing in Cisco Unity Connection.
When searching for call-routing issues:

> The schedule defines which call raiting rule isactiveand which greeting is
played
Cal routing rules are always active by default.

Al houra is the default fcr call handlers. Weekdays is the default for users
- Users and call handlers have settings for schedule and timezone ' Closed Greeting is nol enabled by default
Leads to all hour; behavior for greetings

Greetings
Ihe default schedules "allhours" and "weekdays" areused by call handlers and users. By default, call handlers use "all hours." and users use "weekdays." Because the closed greeting is
notenabled by default, users in practice have an all-hours schedule. If no closed greeting is
enabled, then the standard greeting is used.
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Integrating Cisco Urwfied Communications Applications (CAPPS) v8.0
Voice Messages
The figure presents the user telephone userinterface (TUI) prompts that areplayed to callers if
voice-messaging issues arise.
Voice messages cannot be left:

" User hears "Voicemessages are temporarily unavailable." Messages can be left but are delayed.
_ft TrwMailbox StD
Mniltio. Srtling*
Mounted
Mailbox Send/Receive Quota is reached. User hears "Your mailbox is full. You cannot send or receive
messages."
Send Recede QuMa
Custom
Megabytes i (2 Gigabytes?
System Ma
After leaving the message and pressing # and 1 to send the
message, caller hears "Your message has been sent."
To enable complete Cisco UnifyConnection functionality, checkthe Mounted checkbox under Message Store > Mailbox Store for the Unity Messaging Database -1.
If the Mounted check box is unchecked, Cisco Unity Connection users cannot retrieve messages, and mailbox store settings cannot be changed in Cisco Unity Connection Administration. However, callers can still leave messages, which are queued for delivery when the mailbox store is available again.
If the mailbox quota for send and receive is reached, callers cannot leave messages anymore. Tlie mailbox quotas can be set under Edit > Mailbox in the user settings or on a system level. If the caller speaks the message and hangs up, the caller has no way of knowing that the user will not receive the message. Even if the caller presses the pound key (#) and 1 to send the message instead of simply hanging up the call, Cisco Unity Connection announces that the message has
been sent.
Cisco Unity Connection in a Cisco Unified Communicalions Manager Environment
2-173
Call Handler Transfer Issues Callers can betransferred via caller input, transfer rules, greetings, and message settings. Ihe
same types of transfer issues can occur in any of these locations.
Control the call flow of call handlers.

Caller input to reach other call handlers.
Attempt Tra-iife;
Transfer action tc reach extensions.
Transfer can be configured in caller input, transfer rules, greeting, and message settings. CSS on voice-mail ports: \AAthout CoS, the voice mail ports cannot transfer calls.
Whena call is transferred via the Call Handleroption, Cisco Unity Connection sends the call to the specified system call handler. Specify whether the call should transfer to the call handler extension or go directly to the greeting ofthe call handler.
When you use the Transfer to Alternate Contact Number, Cisco Unity Connection transfers the
callto the phone number that is specified in the Extension field. Specify whether Cisco Unity Connection should transfer the call by releasing it to the phone system or by supervising the transfer. If Supervise Transferis selected as the transfertype, specifythe numberof rings to wait before Cisco UnityConnection ends the attempt to transfer.
If the call flows to Cisco Unified Communications Manager, the voice-mail ports transferthe calls. If proper CSS is not set on thevoice-mail ports, thenno extension {called a directory numberon Cisco Unified Communications Manager) is reachable. For example, if all devices
are in a device partition but ihe CSSs on the voice-mail ports are set to <None>. then no de\ ice
is reachable.
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J201O Cisco Systems Inc
Call Handler Issues

For directory handlers, most issues occur in the search scope settings.
Cad Handler Issues
Directory handler:
If the dial plan is set up incorrectly, dial by extension or dial by name does not work.
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n OiKnlartHsr LiH
ch Sm7*
e.ir>; Search Soar* v
Verify that users and call handlers are placed in the correct partition to be found by the directory handler. Users might have selected the delist option. Interview handler:
Verify that the questions are active and recorded.
Without recordings, the Goodbye call handler is used.
If users cannot be found when a caller uses the directory handler, the search scope might be incorrect. Verify that users and call handlers are correctly placed in partitions and that the partitions are listed in the CSS that is set in the directory handler. Users can choose to delist their entries from the directory of an extension, in which case there is no actual issue. The delist option is used only for dialing by name and has no effect on dialing by extension.
Interview handlers need defined questions. These questions must be active and recorded. Without a recorded question, the call handler will not play anything. The interview handler executes the After Interview Action whether or not questions are played. The Goodbye call handler is selected by default.
2-175
AAR and Cisco Unified SRST Issues

When automated alternate routing (AAR) and Cisco Unified Survivable Remote Site
Telephony (SRST) are used, calls are routed over the PSTN instead of over the WAN. Four-
digit numbers are no longer used, because tlie PSTN expects the complete phone number or at least the subscriber number | depending on the PSTN provider).
\AAN backup technologies are in use; the wrong

greeting is played:
* Happens ifAAR or Cisco Unified SRST is used when: Calling to Cisco Unity Connection. Calls are forwarded to Cisco Unity Connection. * In AAR and Cisco Unified SRST mode, the calling number is sent as the complete phone number. - For example, 408 555 1000 instead of 1000.
Solution: Add alternate extensions.
* AAR forwarded calls to headquarters are not working.
The gateway AAR CSS is missing.

- l-ail Routing LnfoFmat>on - Inbound Calls
For example, when a user presses the Messages button, the calling number is recognized as 408 ?55-1000 instead of 1000, which is the configured extension in Cisco Unity Comiection is 1000. The user ID does not match, so the standard opening greeting is played. Tlie solution is to configure alternate extensions that contain the complete phone number.
During a Call Forward. AAR miglit be unsuccessful. This issue happens if no AAR CSS is configured on the outgoing branch gateway. In other words, the gateway has no access rights to place PSTN calls. Set the AAR CSS to a value that contains a partition with route patterns to
the PSTN.
2-176
AAR and Cisco Unified SRST Issues
(Cont.)
Backup technologies are in use; the wrong greeting is
played:
Redirected calls in AAR or Cisco Unified SRST mode receive the standard opening greeting.
- PHI Protocol Type Specific ln(ormtlnn
\210-sp'sy IE Delivcy
E' Redirecting Number IE Ofttivary - Outbatind
E3ê directing Number IE Delivery - Inbound
Verifythat these check boxes are set.
In addition, verifythe interface serial configuration on the

originating gateway.
interface SerialO/0/0i23
isdn outgoing dieplay-le
Without the isdn outgoing display-ie command, no redirected number is transmitted at the outgoing gateway.
Notsending a redirected number cancause missing configuration parameters invarious places.

When troubleshooting, startwiththe outgoing gateway. Usethe debug isdn q931 command to
determine which information the originating gateway sends.
Feb 2 c
20:21 :07.680: ISDN Se0/0/0:23 Q931: Bearer Capability i = 0x8090A2

Standard = CCITT Circuit
TX -> SETUP pd = 8
callref =
OxOOOC
Transfer Capability = Speech

Transfer Mode = Channel ID i 0xA9838C
Transfer Rate = 64 Exclusive,
kbit/s
Channel 12
Facility i = Ox9F8B0100A10F02010106072A8648CE1500040A0100
Protocol Profile = Networking Extensions
OxA10F02010106 072A864 8CE150004 0A0100
Component = Invoke component

Invoke Id = 1
Operation = informationFollowing (calling_name]

Name information in subsequent FACILITY
message
-Feb
26
Calling Party Number i = 0x0081, '4001' Plan:Unknown, Type:Unknown Called Party Number i = OxAl, '19197B79001' Plan:ISDN, Type:National Redirecting Number i - OxOOOOBl, '3001' Plan:Unknown, Type:Unknown 20:21:07.708: ISDN Se0/0/0:23 Q931: RX =- CALL_PROC pd
Channel ID i = 0xA9838C
callref
oxeooc
Exclusive,
Channel
12
If the redirected number is not shown at the originating gateway, verify that the router is configured to pass the information:
interface Serial0/0/0:23
isdn outgoing display-ie
Cisco UnityConnection in a Cisco UnifiedCommunications Manager Environment
2-177
For AAR calls, verify that the Redirecting Number IE DeliveryOutbound parameter isset on Cisco Unified Communications Manager in the gateway configuration.
Ifthe originating gateway sends the redirecting number, then use the debug isdn q931 command at the terminating gateway toverify that the redirected number is received. Typically.
the PSTN provider does not strip redirected numbers.
Ifthe redirected number is shown on the terminating gateway, then the Redirecting Number IE
Deliver}'Inbound parameter is not set for the gateway in CiscoUnified Communications
Manager.
To correct the issues, check the Display IE Delivery, Redirecting Number IE DeliveryOutbound, and Redirecting Number IE DeliveryInbound parameters. The Display IE Deliver} configuration is necessary only ifcalls toPSTN must send the complete phone number as well as the calling name. The Redirecting Number IEDelivery parameters are
required for voice-mail integration.
2-178
Cisco Unified RTMT

This topic describes how to use the Cisco Unified RTMT and how to troubleshoot Cisco Unity
Connection.
;isco Uni
Cisco Unity Connection allows monitoring in real time:

Via Cisco Unified RTMT
ft SystemSummary I, CPUand Memory
- Download the plug-in for

installation
1 Process P Disk Usage
| Critical Services
System tab allows monitoring of the CPU. memory, etc; also use performance counters and alerts.
Launch the Port Monitor via the
| performance
1 Performance LogVie>
) JUenCentral
jTiacs 1UI Cenlral
Unity Connection tab.
|.lob Statu? | SvaLorj Viewer

IvLI
|| PertMonitor
Cisco Unified RTMT can be downloaded as a plug-in from Cisco Unified Communications Manager. The plug-in can be installed on an administrator PC. When starting the tool, enter the Cisco Unity Connection IP address, usemame, and password. In addition enter a port number and enable a secure connection to Cisco Unity Connection.
When the tool opens, choose the Default configuration. On the left side, two tabs appear. The System tab includes the System Summary, Server, Performance, and Tools submenus. The Unity Connection tab includes the Port Monitor.
Cisco UnityConnection in a Cisco Unified Communicalions Manager Environment
2-179
Cisco Unity Connection Performance Counters

The figure gives an overview ofthe Cisco Unity Connection performance counters.
Cisco Unity C
Counters
To monitor Cisco Unity Connection in detail, use
performance counlers:
Each menu has many performance counters that can be added to
the performance pane.
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UC C igilai hotrr'icalien;
ULdreiurySsrfies
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in: FersrnalCallTran;fe'Fiile= IJC stone. .=;en '_;; Fhjn.;-:-.i.-m con.
<-n *-a a
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fi.!(.l. ;it..r
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In Cisco Unified RTMT, performance counters are grouped in menus thai are specific to Cisco
Unity Connection and Cisco Unity Connection Sessions. In addition, standard performancecounter groups exist for database, enterprise replication, nelwork, partitions, processor, system. TCP, and so on. These performance counters are like diose used in Cisco Unified Communications Manager.
The figure shows available Cisco Unity Comiection performance-counter groups. Each
performance-counter group includes a subset of settings that can be monitored. The figure shows a performance counter from CUC Phone System > Incoming Calls Total. In this example, more than 200 calls have been delivered while Cisco Unity Connection has been running.
2-180
Cisco Unity Connection Session Performance Counters

Another block of performance counters offers information about the different kinds of sessions.
Cisco Unity Connection Se*

Performance Counters
Next to the Cisco Unity Connection groups are the Cisco Unity Connection Sessions group performance counters:
e^dci.C Session <-rJo ,- , =, *-C3C'.C iiiimn -a,-LC3^sior
<-r~1<:u" session -L3.:i.c3SiSion *ac.C ;;5.en
"CJ.CI.C SjiSion
Calendar Access
p-wail Access
eUf-JCBT SM !.!
IMAPSensr
RSS SMTP server
SneechVipw processor
'RjP "TS unifiert Client
Voice-
-C3.:.r s=55iw.
S-rJC'-C 3i;sin
-CjCLCSSSilOB
e-C3';LC5?5=ion *-C3 1 Li? Session
AJI Web web e-Man Access
As the figure shows, you can use the Cisco Unity Connection Sessions performance counter to monitor, in real time, groups and items in the groups. For example, these items can be monitored for the Telephone Record and Playback (TRAP)
sessions:
Reverse TRaP Session Duration Average [s]

Reverse TRaP Session Duration Total [s]
Reverse TRaP Sessions Current
Reverse TRaP Sessions Total
TRaP Session Duration Average [s]

TRaP Session Duration Total [s]
TRaP Sessions Current
TRaP Sessions Total
2-181
Alert Properties
To receive notifications instead of monitoring in real time, define thresholds in certain
performance counters.
Alert Properties
* To be notified if thresholds are reached, specify an alert.
Right-click the performance counter and choose Alert Properties.
mum
TUMIMtt
Trigger dlerLttfitfr ftiliwuycuiKliiMniit Wfuc- *y, Otsi e OR "^ ijnd*r
VHwCMciitilHM:
" DeJta;iur>- pie1
'. DutjPwitBMagelj.mrrprs.'Jerfifl
(UlElnr * Tidoi îsnoi*(-vr*iisn,etQflyni:
r-nj-Pilkier^CLla Rr icchwis
* T><5G*ralert minpGHIil\
Right-click a perfonnance counter and choose Alert Properties. Enter a description and a recommended action. The severity level can be set to Emergency, Alert, Critical, Error, Waming. Notice, Informational, or Debug.
Hie figure shows an example in which tlie TRaP ports are monitored. If the threshold is reached (in other words, if more than eight TRaP ports are used at the same time), a warning should be sent. If this warning is being sent too often, the TRaP port options may need to be redesigned or additional ports may need to be purchased to increase reachability.
2-182
Integrating Cisco Unrf ed Communications Applications (CAPPS) v8 0
Alert Properties (Cont)

' Specify the frequency and schedule.
Enable email and set the alert action.
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itoff *! tw Blfl9ftfln**T-*D WllO*lL :.|CHKti-!i.-tfnlM!uii f m-SW ManiBflnC

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In the Frequency & Schedule window Frequency section, choose whether the alert should be
sent even' time the threshold is reached or only if the threshold is reached a certain number of
times in a specified period (for example five times per minute). In the Schedule section, specify nonstop monitoring or a time frame for monitoring the selected performance counter. When you click Next, the Email Notification window opens. You can enable email alerts or configure an alert action. The default is to log the alerts.
2-183
Reporting in Cisco Unity Connection

Tlie figure showsthe list of reportsthat is available in Cisco UnityConnection Serviceability,
under Tools > Report.
Cisco Unity Connection can generate the following reports:
Cisco' ''"WBex Stjs*. R?
In this example, the Mailbox Store Report is selected. The report can be generated as a web page, comma-delimited file, or PDF file. When you click Generate Report, the Mailbox Store
Report appears, as shown in the figure.
2-184
MWI Troubleshooting
When troubleshooting MWI issues, follow the list thatthe figure shows.
Troubleshooting
When MWls do not turn on or off:
Phone system
Ports
Run the Check Telephony Configuration test Confirm that voice-messaging ports are assigned to
send MWI requests (Dakxi MWI). Confirm that the port groups for the phone-system integration enable MWIs. Confirm that the settings are correct for ihe MWI
On Extension and the MWI Off Extension fields.
Port group Port group
Phone-system basics
User User
No results
Confirm that MWls for the phone system are not

forced off. Confirm that the MWI is enabled for the user.
Confirm that ffie correct phone system is assigned

to the MWI tor the user.
Enable macro traces on Cisco Unity Connection.
The figure presents a task list for troubleshooting when MWls do not turn on or off. Applythe
following procedure: Step 1 Run the Check Telephony Configuration test for the relevant phone system.
Step 2 Step 3
Step 4 Step 5
Step 6 Step 7 Step 8
Confirm that voice-messaging ports for the phone-system integration are assigned to
send MWI requests.
Confirm that the port groups for the phone-system integration enable MWls.
Confirm that the settings are correct for the MWI On Extension field and the MWI
Off Extension field-
Confirm that MWls for the phone system are not forced off.
Confirm that the MWI is enabled for the user. Confirm that the correct phone system is assigned to the MWI for the user. Confirm that the extensions that turn MWls on and off are in the same CSS that contains the phones and voice-mail ports.
Step 9
Verify whether the Cisco Unity Connection server was upgraded, restored by using the Disaster Recovery System, or experienced an event that disrupted MWI
synchronization.
Step 10
If the preceding tasks did not resolve the MWI problem, enable macro traces for
MWls.
Resynclironize MWls for the system after a server is restored by using the Disaster Recovery System, after upgrading a system, or after a WAN outage in a system that has distributed voicemessaging through Cisco Unified SRST routers or Cisco Unified Communications Manager Express routers in Cisco Unified SRST mode.
>2010Cisco Systems, Inc
2-185
There is a delay before MWls turn on or off: MWls are being synchronized fora phone-system integration.
This might result in delayed MWls for messages. Port Activity Report: The number of ports assigned to handle
MWi requests is insufficient.
Solution: For systems that handle a large volume of calls,

install additional ports.
There are two or more port groups in the phone-system

integration.
Solution: The portgroups might not all be configured

correctly for MWls.
Usethe following troubleshooting infonnation if there is a delay in turning MWls on or off:

If MWls arebeingsynclironized for a phone-system integration, delayed MWls for messages mightresult from the additional MWI requests that arebeingprocessed.
"Hie numberof ports that are assigned to process MWI requests might be insufficient. For systems that process a large volume of calls, additional ports might need to be installed. If two or more port groups are in the phone-system integration, the port groupsmiglitnot
all be configured correclly for MWls.
2-186
No message count is given via TUI:

Cisco Unity Connection typically provides a message count when users log in by phone. Ifthe message count is not given:
Message counts have not been enabled for new messages. - Message counts have not been enabled for the type of new message that is in the user voice mailbox.
MWi is working either way.
Solution: Change playback message settings for the user.
- Voice Message Counts: Cisco UnityConnection announces the total number of voice messages mat are marked new.
For Cisco Unified Communications Manager integrations, Cisco Unity Connection typically provides a message count when the user logs on by phone. If the message count is not given, then message counts have not been enabled for new messages or for the type of new message that is in the user voice mailbox. For example, if message counts are enabled only for voice messages, then no message count is given when a new email or fax message arrives, even if the MWI is on. On the Playback Message Settings page for the user, under For New Messages, Play, check the following applicable check boxes:
Message Count Totals: Cisco Unity Connection announces the total number of messages that are marked new, including voice, email, and fax messages.
Voice Message Counts: Cisco Unity Connection announces the total number of voice messages that are marked new. Email Message Counts: Cisco Unity Connection announces the total number of email messages that are marked new.
Fax Message Counts: Cisco Unity Connection announces the total number of fax messages that are marked new.
Receipt Message Counts: Cisco Unity Connection announces the total number of receipts
that are marked new.
2-187
Macro Traces
In Cisco Unity Connection Serviceability, under Trace > Macro Traces, choose the trace that might help you to analyze issues in Cisco Unity Connection. For MWI traces check the box
Traces for MWI problems.
i rt*!^&sx, s^sifeaa&u^Ji
In Cisco Unity Connection Serviceability, macro

tracing can be activated:
Macro traces work on a functionality level.
Selecl ^>eru
For more information on how to enable traces in Cisco Unified Serviceability, see tlie ('isco Unified Sen-iceability Administration Guide, Release 8.0(1) at hup:'/'uu.cisco.coni/eii/US/docsAoice ip _comm/cucm/serviee/8 01 /admin/
Serviceability.himl.
The Administration Guide for Cisco Unity C'onnection Sen-iceability Release 8.x lists the macro traces that are available and describes what each micro trace analyzes. The guide can be found
at http:/''\\"ww.cisco.com/cn/US/docs/voice ip comm/conncction/8x/scrv_administration/
miidc/8\cucser\ aux.html.
2-188
Summary
Summary
Most Cisco UnityConnection issues can be solved by verifying the configuration. In most customer scenarios, misconfigurationespecially for call handlers and call
transferis the source of error. Some issues involve the
verification of Cisco Unified Communications Manager configuration; for example, missing or wrong CoS. When you understand how Cisco Unity Connection features are working, you can resolve most issues by verifying the configuration. If the configuration seems to be correct, enable
micro or macro traces to resolve the issue. The trace files
can be viewed via Cisco Unified RTMT.
This lesson explained how to approach the most common Cisco Unity Connection issues. If the
task lists do not solve the issue, macro or micro traces must be enabled. The trace files can be
viewed by using Cisco Unified RTMT.
References
Cisco Systems, Inc. Administration Guidefor Cisco UnityConnectionServiceability

Release 8.x. San Jose, California, March 2010.
http:''\v\\w.cisco.coni/en/US/docs/voice_ip_coniin/conneclion/8x/serv administration/
guide ''8xciicser\nex.html.
Cisco Unity Connection in a Cisco Untfied Communications Manager Environment
2-189
2-190
Integrating Cisco Unified Communications; Applications(CAPPS) v8 0
Module Summary
Module Summary
Cisco Unity Connection can be integrated with Cisco Unified Communications Manager via SCCP or SIP. Integration via SCCP uses a hunt-pilot construct; integration via SIP uses a route pattern with a SIP trunk.
Create authentication rules to secure access to Cisco Unity Connection via GUI and TUI.Assign predefined roles to
users, to administer dedicated parts of Cisco Unity Connection. LDAP can be used to synchronize users into Cisco Unity Connection and to offer single-password login.
The dial plan comprises the partition and search spaces,
which are similar to those in Cisco Unified Communications
Manager. The dial plan component can limitthe directory

search to a specific site, location, or server.
Module Summary (Cont)

You can use direct and forwarding call-routing rules to control
the call flowwithin Cisco UnityConnection. By default, callers are asked to log in or callers listen to the standard opening greeting. Three kinds of call handlers can be configured to
allow auto-attendant functionality, to search the extension directory, or to ask the caller questions.
User templates allow you to use the same settings for new users: for example, users who all belong to the same
location. Users can be added manually or imported from
Active Directoryor Cisco Unified Communications Manager.

Issues can often be resolved by verifying the configuration. When troubleshooting the configuration does not resolve the
issue, macro traces allow a more-detailed observation ofthe
Cisco Unity Connection system.
Cisco Untty Connection in a Cisco Umfied Communications Manager Environment
2-191
This module explains the integration of Cisco Unity Connection with Cisco Unified Communications Manager. The configuration of Cisco Unity Connection elementssuch as
call handlers, users, dial plans, class of service and othersis described. In addition, the troubleshooting lesson guides the student through the resolution of the most common Cisco Unity Connection issues. Micro and macro traces help to verify issues beyond Cisco Unity Connection configuration errors.
References
For additional infonnation. refer to these resources:
Cisco Systems. Inc. Cisco Unified Communications Manager Administration Guide.

Release 8.0(1). San Jose. California, 2010.
http://\\'vv"\v.cisco.coni/eiv'UlS/docs/voice_ip_conim/ciicin/adiiiiii/8_0_l/'cCTiicfg/
bccm-801-cm.html.
Cisco Systems. Inc. System Administration Guide for C'isco Unity ("onnection Release 8.x
San Jose. California, February 2010.

http://\\\\A\.cisco.coiii/eii/L,S/docsAoice_ip_coimiL'comieciJoii/8x/,admuiislratioii',guidc''
8xcucsagx.html.
Cisco Systems. Inc. Cisco Unified Communications Manager Security Guide. Release
8.0(2). San Jose. California, 2010.
hUp:.'V\\\\w.cisco.com/en/US/doeS''\oice ip_eomm/aiem'securii\78_0_2/seeugd/ sec_802_cm.html.

Cisco Systems. Inc. Cisco Unified Communications Manager SCCP Integration Guide for Cisco Unity Connection Release 8.x. San Jose, California, February 2010.
http:/A\^.cisco.com/eii/US/docs/voice_jp_comm/connection/8x/integrat ion/guide.'
cucm sccp/cucintoucmskinny.html.
Cisco Systems. Inc. Cisco Unified Communications Manager SIP TrunkIntegration Guide for Cisco Unity Connection Release 8.x. San Jose, California, February 2010. htlp:;'vv\vv\.ci&co.coui;eii/US/docs/v,oice ip comm/connection/8x/integratton/guide/ cucm sip/cucintcucmsip.hlnil. Cisco Systems. Inc. Use'' Mores, Adds, and ('hanges Guidefor Cisco Unity Connection Release 8.x. San Jose. California. February 2010.
htip:-''www.cisco.com/enj'US/docs/\oice _ip_comm/coimection/8\Aisei'_mac<'guide/
S\cucmacK.html.
Cisco Systems. Inc. Administration Guidefor Cisco Unity Connection Serviceability

Release 8.x. San Jose. California, March 2010.
http://www.cisco.com/eiv'US/docs/voice_ip_comm/coniicction/8x.''sei"\" administration. guide/8\cucservagx.htmi. Cisco Systems, Inc. Managing Call Handlers in Cisco Unity Connection8.x. San Jose.
California. March 2010.
http://wv\\v\cisco.com/eivl."S/docs/\'oicc_ip_cotnin/conncctu)ii/8x/adniinisiratioiv''giiide 8xcucsag060.html. Cisco Systems. Inc. Managing Call Routing Tables in Cisco Unity Connection 8.x. San
Jose, California, March 2010.
http://v\"ww.cisco.com/enAJS/docs/\'oice_ip comiii/connectkm/Sx/administraiionguide.
8\cucsag090.html.
Cisco Systems, Inc. Design Guidefor Cisco UnityConnectionRelease 8.x. San Jose, California, May 2010. http:/',\\^"\v.cisco.coiiL,en.'US'docs.-,'\oice_ip_comm/connectk)ii/8\/desiga/guide/ 8xcucdgx.html.
2-192
Module Self-Check
Use the questions here to reviewwhat you learnedin this module. The correct answers and
solutions are found in the Module Self-Check Answer Key.
Ql)
Which two types of call forward has no option for internal and external call coverage? (Choose two.) (Source: Integrating with Cisco Unified Communications Manager)
A) B) C) D) E) Forward Forward Forward Forward Forward All No Answer No Coverage on CTI failure Unregistered
Q2)
The voice-mail pilot number configuration requires a partition. (Source: Integrating with Cisco Unified Communications Manager)
A) B) true false
Q3)
Which component is not configured on the Cisco Unity Connection port group? (Source: Integrating with Cisco Unified Communications Manager)
A) B) C) D) Device Name Prefix Port Group Template Security Mode MWI on and off
F.) Q4)
Phone System
After configuring and saving a port group for a SIP integration, the box for a certain parameter must be checked. What is the parameter name? (Source: Integrating with Cisco Unified Communications Manager)
Q5)
When changing the user or call handler template settings, the changes are not reflected in the configuration of existing users or call handlers. (Source: Configuring the Cisco Unity Connection System)
A) true
B)
Q6)
false
What is the default maximum greeting length (in seconds) in Cisco Unity Connection? (Source: Configuring the Cisco Unity Connection System)
A) B) C) D) E) 60
90 120
180
300
2-193
Q7)
Whichtwo configuration optionsare necessary to secureaccessto the TUI and GUI for end users? (Choose two.) (Source: Configuring the Cisco Unity Connection System)
A) B) C) D) Enable company password security guidelines. Use passwords that are configured on Cisco Unified Communications
Manager.
Use minimum credential length. Check for trivial passwords.
Q8)
What does the queslionmark (?) mean when configuring patterns in restriction tables? (Source: Configuring tlie Cisco Unity Connection System)
A) B) C)
D)
match zero or more digits match exactly one digit match one or more digits
none ofthe above
Q9)
Whichconfiguration is the correct LDAP UserSearchBase configuration? (Source: Configuring the Cisco Unity Connection System)
A) B) C) D) dc=Users. cn=Users, cn=Users. en-Users. dc=cisco, dc=cisco, cn=cisco, cn=cisco, dc=com dc=com dc=com cn-com
Q10)
Configuring class of service on Cisco Unity Connection is like the configuration on Cisco Unified Communications Manager, for example, restricting access for caller transfers. (Source: Using Cisco Unity Connection Partitions and Search Spaces)
A) B) true false
Ql 1)
Whichstatement is true aboutdial plans in CiscoUnity Connection? (Source: Using

Cisco Unity Connection Partitions and Search Spaces) A) B) C)
D)
An alias can exist only once.

A usemame can exist only once.
An extension can exist only once.

All ofthe above are true.
Q12)
Using the Cisco Unified RTMT, which ofthe following is not a valid field in the Port Monitor? (Source: Implementing Cisco Unity Connection Call Management)
A) B) C)
D)
Port Caller Called
Reason
K)
Redir First Redir
F)
Q13)
The directory handler is limited in the caller input and greeting management configuration. (Source: Implementing Cisco Unity Connection Call Management)
A)
B)
true false
2-194
Q14)
Whichtwo optionscannot be configured in the call handlertemplatefor Search
Scopes? (Choose two.) (Source: Implementing Cisco Unity Connection Call

Management)
A) Search Space Calling Search Space Inherit Search Space from Call Partition
B) C) D)
Q15)
Whichcall handleris not a preconfigured systemcall handlerin Cisco Unity Connection? (Source: Implementing CiscoUnity Connection Call Management)
A)
B)
Opening Greeting
Operator Closing Greeting Goodbye
C) D)
Q16) When entering a name usinga directory handler, whatis the default number of
maximum name matches? (Source: Implementing Cisco Unity Connection Call
Management)
A) B) C) D) E) F)
3
5
8 10
12 20
Q17)
Whichtwo optionscan be selectedas the messagerecipientfor an interviewhandler? (Choose two.) (Source: Implementing Cisco Unity Connection Call Management)
A)
B)
Call Handler
User with mailbox Distribution List Operator Administrator mailbox
C) D) E)
Q18)
Which two greetings are not valid in Cisco Unity Connection? (Choose two.) (Source: Configuring Cisco Unify Connection Users)
A) B) C) D) E) F)
Standard
Alternate External
Error
Vacation
Busy
Q19)
Which option is not a valid mailbox quota option? (Source: Configurmg Cisco Unity
Connection Users)
A)
informational quota
B)
C) D)
warning quota
send quota send/receive quota
2-195
Q20)
Cisco Unified Personal Communicator users can access their voice messages by default
viatheclient. (Source: Configuring Cisco Unity Connection Users)
A) B) true false
021)
Whichcommand needs to be configured on a PSTN rotiterto send the redirected
number out to thePSTN? (Source: Monitoring and Troubleshooting Cisco Unity

Connection)
A) B) C) D)
isdn outgoing redirected-number isdn outgoing sead-ie isdn outgoing display-ie isdn outgoing display-outbound
Q22)
To which macro trace does the Arbiter port diagnostics micro trace belong? (Source:
Monitoring and Troubleshooting Cisco UnityConnection)
A) B) C)
D)
Call Flow Diagnostics

Call Control (Miu) Traces
Traces for MWI problems

Conversation Traces
2-196

Qi) Q2)
A. D
B C
Q3)
04)
Register vith SIP Server

A
Q5) Q6) Q7)
C,D
B
Q8) 09)
Q10) Qll) Q12)
B B
A F A
Q13)
Q14) Q15) Q16)
Q17)
B.D
C C
B.C
C.E
A
QI8)
Q19)
Q20) Qll) Q22)
B C
A
2-197
2-198
Table of Contents
Volume 2
Cisco Unity Express Implementation in Cisco Unified Communications Manager
Express Environment
Overview
3^f
3-1 3-1
Module Objectives
Understanding Cisco Unity Express

Objectives
3^
3-3
Cisco Unity Express Characteristics

New Features
3-4
3-5
Post-Install Auto Configuration Feature

User Access Mailbox Users Cisco Unity Express AutoAttendant Scripts Schedules Integrated Messaging Distribution Lists Notifications
3-7
3-9 3-10 3-11 3-13 3-14 3-15 3-16 3-17
Notification for Scheduled Backup Cisco Unity Express Interfaces, Integration, and Architecture Cisco Unity Express Interfaces Telephony User Interface
Deployment Models Single-Site Messaging Multisite WAN Deployment with Centralized Messaging
3-18 3-19 3-21 3-22

3-24 3-25 3-26
Multisite WAN Deployment with Distributed Messaging Cisco Unified Messaging Gateway Cisco Unified Messaging Gateway Overview Summary
References
3-27 3-28 3-29 3-30

3-30
Integrating Cisco Unity Express with Cisco Unified Communications Manager
Express
Objectives Voice Mail Integration on Cisco Unified Communications Manager Express Service Module Dial Peer Configuration Message Waiting Indicator
3-31
3-31 3-32 3.33 3.35 3-37
Cisco Unified CommunicationsManager Express Example

Additional Voice Mail Integration Components
MWI Options MWI for SIP-Controlled IP Phones
3-39
3-40
3-41 3-42
MWI Using SIP Notification Messages

MWI SIP for Ephone-dns Transcoding Voice Mail Integration on Cisco Unity Express
3-43
3-44 3-45 3-47
Restarting the Cisco Unity Express Module Restoring Cisco Unify Express to Factory Defaults Software Installation
Viewing Software Versions Installing Licenses Viewing License Status
3-48 3-49 3-50

3-52 3.54 3-56
Configure SIP Triggers for Default Applications: Voice Mail Configure MWI Outcall Directory Numbers Configure MWI Using SIP Notify Summary References
3-57 3-58 3-59 3.61 3-61
Configuring the Cisco Unity Express System

Objectives Cisco Unity Express General Settings
User Defaults Subscribers
3-63
3-63 3-64
3-65 3-67
Adding Subscribers
User Search Mailboxes Mailbox Defaults
3-68
3-69 3-70 3-71
Adding Mailboxes Adding GDMs Voice Mail Application Configuration

Distribution Lists Public Distribution Lists
3-72 3-74 3-76

3-78 3-79
Distribution List Owners

Distribution List Members
3-80
3-81
3-82
Control Panel
3-83
Cisco Unity Express Time and Schedules

Add New Business Hours Schedule
3-84
3-85
Configure Business Hours Holiday Schedules Time Configuration Summary
3-86 3-87 3-88 3-90
Configuring Cisco Unity Express Users Objectives Importing Cisco Unity Express SuDscribers Host System Setup Importing Users Cisco Unity Express Mailboxes
User GUI Access
3-91 3-91 3-92 3-93 3-95 3-96

3-97
User Mailbox Greeting Management User Caller Input Management

User Preferences
3-98 3-99
3-100
Message Notification Configuring Message Notification Configuring Message Notification Schedule Subscriber Notification Management
Notification Administration
Restriction Tables
3-101 3-103 3-104 3-105

3-106
3-107
Class of Service
3-109
Privileges Privilege Operations Assign Privileges to Users

Personal Data
3-110 3-112 3-113

3-114
VoiceView Express Configuring VoiceView Express Authentication Manager

Phone Service
3-115 3-116 3-117

3-118
Using VoiceView Express VoiceView Express Sessions
3-119 3-120
IMAP Messaging
Client Access
3-121
3-122
Integrated Messaging Server User Integrated Messaging Pnvtlege

IMAP Client
3-123 3-125
3-126
Summary
3-127
Understanding Cisco Unity Express Auto Attendant

Objectives Cisco Unify Express Auto-Attendant Application
3-129
3-129 3-130
Cisco Unity Express Auto Attendant Operation Example Cisco Unify Express Auto Attendant Features Script Editor Comparison Cisco Unity Express AutoAttendant Configuration Steps
Call-in Numbers Default System Autoattendant Cisco Unity Express Auto-Attendant Configuration Prompts and Scripts Custom Prompts Administration Via Telephone Uploading and Downloading Prompts Default System Scripts Scripts Uploading Scripts Editing Scripts Call Handling in Cisco Unity Express Managing Triggers Using the GUI Application Ports Cisco Unity Express Editor Express Basic Script Example Planning Create a Business Hours Schedule Create a New Script Create a New Auto-Attendant Test the Auto-Attendant Application Summary
3-132 3-133 3-134 3-136

3-137 3-139 3-140 3-141 3-142 3-143 3-144 3-145 3-146 3-148 3-149 3-150 3-151 3-153 3-155 3-157 3-158 3-159 3-160 3-161 3-162 3-163
Troubleshooting Cisco Unity Express

Objectives
3-165
3-165
Cisco Unify Express Troubleshooting Methodologies

The Big Picture
3-166
3-169
Cisco Unified Communications Manager Express Using show Commands Display Voice Call History Using debug Commands Useful debug Commands Cisco IOS debug Commands: SIP Cisco Unity Express Troubleshooting Philosophy Useful show Commands System Events Logging Show Log Files Viewing Log Files Cisco UnityTrace Tool Using trace Commands Trace and Log File Management Viewing Trace Output GUI Trace Settings GUI Macro Feature Reports Real-Time Reports Troubleshooting SIP Integration SIP Call Flow Show Dial Peers Debug Dial Peers SIP Debug: INVITE SIP Debug: 200 OK
3-170 3-171 3-173 3-175 3-177 3-178 3-179 3-180 3-181 3_182 3-184 3-185 3-1qj 3-188 3-190 3-191 3-192 3-193 3-194 3-195 3-196 3-197 3-199 3-202 3_207 3_212
Integrating Cisco Unified Communications Applications (CAPPS) ufl.O
Cisco Unity Express SIP Trace SIP Troubleshooting Scenario SIP Troubleshooting SIP Troubleshooting: INVITE SiP Troubleshooting: Bye SIP Troubleshooting Solution Troubleshooting Ihe MWI Verify MWI Configuration Cisco Unity Express Trace Output Cisco Unity Express MWI Refresh Cisco Unity Express Refresh MWI State Cisco Unified Communications Manager Express MWI Script
3-213 3-214 3-215 3-216 3-218 3-219 3-221 3-222 3-223 3-225 3-226 3-227 3-228
MWI Configuration Troubleshooting Subscriber and Mailbox Verify Call Forwarding Verify Mailbox
Mailbox Trace
3-230 3-231 3-232 3-233

3-234
Interpreting TUI Sessions TUI Session: Leaving a Message TUI Session: Retrieving a Message Summary
References
3-235 3-236 3-237 3-239

3-239
Module Summary
References
Module Self-Check
3-241
3-241
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Voice Profile for Internet Mail Implementation

Overview
4^1_
4-1
Module Objectives
4-1
Understanding VPIM Objectives Voice Messaging Network Options

Cisco UnityConnection Site Overview
Intersite Links
i 4-3 4-4
4-6
4-8
VPIM Networking
4-10
VPIM Networking Overview Comparison VPIM Networking Directory Entries

Remote Users
4-12 4-13 4-14 4-16

4-18
Blind Addressing VPIM Compatibility Summary

References
4-19 4-21 4-22

4-22
Implementing VPIM in Cisco Unity Connection

Objectives Implementing VPIM in Cisco Unity Connection
VPIM Configuration Network Locations
4-23
4-23 4-24
4-25 4-26
Optional Location Configuration

Cisco Unity Connection SMTP Setup
SMTP Smart Host
4-30
4-31
4-32
Cisco Unity Connection Remote Users Alternate Names Automatic Contact Creation Automatic Contact Configuration Verify Automatic Contact Creation Summary References
4-33 4-34 4-35 4-36 4-39 4-40 4-40
Implementing VPIM in Cisco Unity Express

Objectives
4-41
4-41

Local Location ID
4-42
4-44
Remote Users Assign Remote Users to Distribution Lists
4-45 4-47
Troubleshooting VPIM Between Cisco Unity Cisco Unity Connection and Cisco Unity Express
Cisco Unified RTMT Cisco Generic Viewer Cisco Unity Express Trace VPIM Trace Output VPIM NDR Trace Output VoiceView Summary References Module Summary References Module Self-Check Module Self-Check Answer Key
4-48
4-49 4-51 4-52 4.53 4-56 4.59 4-60 4-60 4-61 4-61 4-63 4-65
' 2010 Cisco Systems, inc.
Integrating Cisco Unified Communications Applications (CAPPS] v8.0
Module 3
Cisco Unity Express Implementation in Cisco

Unified Communications
Manager Express Environment

Overview
In the modem business environment, many organizations rely on voice-mail messaging and call
handling feamres such as auto-attendant scripts to process customer calls. These services can be
managed centrally, or in the remote branch location. A self-contained branch solution is
achieved using Cisco Unity Express voice mail, which is integrated with CiscoUnified
Communications Manager Express. This module describes how to implement Cisco Unity
Express in a Cisco Unified Communications ManagerExpress deployment.
Module Objectives
Upon completing this module, you will be able to describe how to implement Cisco Unity Express in a Cisco Unified Communications Manager Express deployment. Thisability
includes being able to meet these objectives:
Describethe feamres and characteristics of Cisco Unity Express

Describe how to integrate Cisco Unity Express with Cisco Unified Communications Manager Express using SIP
Describe the Cisco Unity Express system settings
Describe how the Cisco Unity Express AutoAttendant application works and how it is
configured
Describe user account management options and user-related configuration elements

including account policies and subscriber classes of service
Describe the available traces that can be used to troubleshoot issues that are related to voice
mailboxes and MWI
3-2
Lesson 11
Understanding Cisco Unity

Express
Overview
different prompts during business hours or the ability to access voice mail remotely via email
This lesson describes the features and characteristics of Cisco Unity Express
Cisco Unity Express provides a feature-rich messaging solution that is ideal for the requirements ofbranch locations orsmall to medium-sized businesses. Modern businesses want more than just a voice-mail system. Today, businesses expect advanced features such as
Objectives
Upon completing this lesson, you will be able to describe the features and characteristics of Cisco Unity Express. This ability includes being able to meet these objectives:
Describe the characteristics ofCisco Unity Express
Describe the options available for integrating Cisco Unity Express with different call
control systems
Cisco Unity Express Characteristics

This topic describes the characteristics of Cisco Unity Express such as user access, mailboxes,
and scripts.
Cisco Unity Express offers a rich set ofmessaging

features on the Cisco Integrated Services Router
platforms.
* Industry-leading integrated messaging, voice mail, fax, autoattendant, interactive voice response (IVR)
Local storage and processing of integrated messaging for

branch offices with limited WAN connectivity
Small and medium-sized office environment or enterprise

branch office
:o Unity Express
The Cisco Unity Express web-based GUI assists with configuring telephony information in
Cisco Unified Commtmicaiions Manager orCisco Unified Communications Manager Express,
and provides ubiquitous remote access for managing, configuring, and provisioning Cisco
Unity Express.
The GUI allows the import ofinformation that is shared with Cisco Unified Communications
usersand group affiliations.
Manager and Cisco Unified Communications Manager Express and eases management ot end
Commonly used voice-mail features are provided for optimal management of messages. These
voice-mail features include;
Replying, forwarding, and saving messages
Message tagging fur privacy or urgency or future delivery

Alternative greetings Pause, fast forward, rewind
Envelope information
3-4
ntegrating Cisco Unified Communications Applications (CAPPS] v8.0
New Features
This section introduces new features in Cisco Unity Express 8.0.
Improved GUI
Scheduled online system backups without stopping all normal operations, such as voice-mail access
Notification for scheduled backup
XMLInterfaceAPI for provisioning and management
TUI-managed auto-attend ant flows
Support for new Service Module(SM) No Cisco Unity Express 8.0 image on AIM-CUE,
NM-CUE, and NM-CUE-EC
IMAP support on iPhone
Cisco Unity Express 8.0 introduces a new web-based interface tomanage user activities such as
managing greetings, distribution lists, notification devices, and other preferences. Users can access theCisco Unity Express GUI at http:.' <'cue-hosmame>'user or hups://<cuehosmame> user.
The Cisco Unity Express scheduled backup process is enhanced. Administrators can run a scheduled online system backup without stopping normal activities such as voice mail and Cisco Unity Express AutoAttendant. Scheduled backup features include the following:
Run regular system backups at a specified time in the future

Recurring or one-time backup
Schedule up to five recurring plus five one-time backups
During backup, the system still performs all operations, such assending and receiving voice mails, accepting calls. Internet Message Access Protocol (IMAP) sessions, VoiceView Express
sessions, telephone user interface (TUI) access, and so on.
Systemconfiguration is disabled during backups.
Administrators canuse the TUI to manage auto-attendant Hows; for example, record andplay
an alternate greeting.
CiscoUnity Express provides support for newService Module hardware andCiscoUnified

Communications Manager version 8.0 software. Note Cisco Unity Express 8.0 cannotbe installed on AIM-CUE, NM-CUE, and NM-CUE-EC
modules.
3-5
Cisco UnityExpress Implementation in Cisco Unified Communications Manager Express Environment
For more information abou: system compatibility (call processing systems, routers, modules.
and so on) refer tothe Cisco Unity Express Compatibility Matrix at:
http: uuw.ciô.com en US docs u-ice ip comni unity cxp'compatibility cueeomp.him.

Cisco Unity Express provides IMAP support in iPhone. IMAP support allows iPhone users to
access voice messages usitii an email client.
3-6

This section introduces the Cisco Unity Express post-install Auto Configuration feature.

Cisco Unity Express can go online without any post-install
configuration - Auto configuration
System can bootafterthe "no response" timeout in postinstallation script

- 120 seconds
Primary NTP server set to the local host router Time zone set to Greenwich Mean Time (GMT)
DNS not configured
Call agent set to local Cisco Unified Communications

Manager
Cisco Unity Express provides a new automatic configuration feature, which is invoked after initial software installation. The post-install Auto Configuration feature will allow the system to go online after a clean installation without requiring the administrator to run the post-install
script (the post-install script prompts for system configuration parameters). After software installation, the Cisco Unity Express administrator has 2 minutes to respond to
the post-install script prompt for input. Ifthere isno input, after 2 minutes the new post-install
Auto Configuration feature runs.
The post-install Auto Configuration feature will automatically configure the following: Theprimary Network Time Protocol (NTP) server is setto the local host router.
The time zone is set to Greenwich Mean Time (GMT).
The Domain Name System (DNS) is not configured.
The call agent is set to the local CiscoUnifiedCommunications Managersystem.
Cisco Unity Express provides a prompt asking if theadministrator would like to configure the
system as shown here:
IMPORTANT:: IMPORTANT:: IMPORTANT::
IMPORTANT:: IMPORTANT::
Welcome to Cisco Systems Service Engine post installation configuration tool.

This is a one time process which will guide
IMPORTANT::
IMPORTANT:: IMPORTANT::
you through initial setup of your Service Engine. Once run, this process will have configured
the system.
3-7
Cisco UnityExpress Implementationin Cisco Unified Communications Manager Express Environment
IMPORTANT
IMPORTANT
IMPORTANT
IMPORTANT
If you do not wish to continue, the system will be halted

so it can be safely removed from the router.
Do you wish to start configuration now (y,n)?
Ifthere is no response for 120 seconds, then the system will boot up with :he default
configuration ifthere is one. Ifthere is no default configuration, then the system will boot up
with a startup configuration if it finds a startup configuration.
Note
If (here is no starup configuration, then the system will boot up by autoconfiguring the
system.
The system will go online without prompting for an administrator account. At the first access to
the command-line interface (CLI), the system will prompt to create an administrator account as
shown here:
IMPORTANT IMPORTANT
IMPORTANT
Administrator Account Creation
IMPORTANT IMPORTANT
IMPORTANT
Create an administrator account. With this account, you can log in to the Cisco Unity Express CLI/GUI and configure the system.
IMPORTANT
IntegratingCisco Unified Communications Applications (CAPPS| v8.0
User Access
This section describes user access to Cisco Unity Express.
User Access
With Cisco Unity Express, phone users can easily and conveniently manage voice messages and
greetings:
Intuitive telephone prompts
Easy-to-use visual voice-mail telephony user interface

- \A>iceView Express
* Straightforward graphical user interface Simple administration and management
Cisco Unity Express users can easily and conveniently manage theirvoice messages and
greetings:
Intuitive telephone prompts allow users to easily access menus.
Easy-to-use visual voice-mail telephony userinterface. VoiceView Express allows voicemail subscribers to browse, listen, send messages, and manage their voice-mail messages
from theirIP phone display usingsoftkeys. This feature is an alternative to the normal TUI
for per/forming common tasks.
m Straightfonvard GUI for simple useradministration and management of personal settings

such as greetings and recordings.
3-9
Cisco Unity Express Implementation in Cisco UnifiedCommunications Manager Express Environment
Mailbox Users This section describes the use ofthemailbox by Cisco Unity Express users.
Cisco Unity Express sends voice-mail messages to a

mailbox.
* A personal mailbox is associated with an individual

subscriber.
Subscriber login control
Sending, listening, saving, deleting, and forwarding voice

messages
Recording greetings and a spoken name for each mailbox

Directing calls to voice mail
AGeneral Delivery Mailbox (GDM) is associated with a group

of subscribers.
- User profiles contain the parameters of a voice-mail

subscriber
A personal mailbox isassociated with anindividual subscriber. Only this person can access the mailbox to review the voice messages. Thesubscriber logs in to the mailbox with a PINto
retrieve or compose voice messages orchange personal parameters, such as a greeting or spoken name. Calls to ihe subscriber phone are forwarded lo the voice-mail pilot number using the Call Forward Busy (CFB). Call Forward No Answer (CFNA), orCall Forward All (CFA)"
Cisco Unified Communications ManagerExpress features.
A General Delivery Mailbox (GDM) is associated with a group of subscribers. It allows caller to leavemessages for a function ofthe business, such as the cuslomerservicedesk or the sales department. The caller may not know any employees within that business function and it does not matter who in the group responds to the voice mail as long as the matter about which the
caller is calling is resolved. Forexample, suppose a customer calls the bakery with anorder for a birthday cake. Any employee in the bakery can retrieve the message, enter the order into the
computer system, and return the customer call or send an email to confirm the order. The employee identity is unimportant to the caller.
User profiles contain the parameters ofa \oiee-mail subscriber, which include the following:
First and Last Name
Nickname
Display Name
Primary and Primary E.164 Extension

Password and PIN
3-10
IntegratingCisco Unified Communications Applications(CAPPS) v8.0
Cisco Unity Express AutoAttendant

This section describes the Cisco Unity Express AutoAttendant feature.

Cisco Unity Express comes with a built-in auto-attendant
With dial-by-name, dial-by-extension, and return-to-operator

features
No need for operator assistance
Custom auto-attendant with Cisco Unity Express Editor Multilevel auto-attendant feature with up to four flows
Greeting management using Administrationvia Telephone (AvT)

Press Button;
1 to dial byname
2 to dial by extension
Cisco Unity
Express
Cisco Unity Express has a built-inauto-attendant with dial-by-name, dial-by-extension, and return-to-operator features. The standard auto-attendant services that are provided with Cisco Unity Express simplify self-service for callers by allowingthem to quicklyreach the right
person, 24 hours a day, without the assistance of an operator. Users can return to an operator at any time if they need more assistance.
Cisco Unity Express offers two standard auto-attendant options:

One includes dial-by-name and dial-by-extension features. A second allows single-digit dialing for up to nine users or groups.
A web-based auto-attendant editor allows the administrator to change the parameters ofthe built-in auto-attendant, which makes managing and updating the call easy enough for a
nontechnical user. For more advanced functions where the auto-attendant structure needs to be
modified, the administrator can use the feature-rich Cisco Unity Express Editor. Administrators can create a custom auto-attendant with Cisco Unity Express Editor. The Cisco
Unity Express Editor is a Microsoft Windows GUI-based visual scripting tool that gives administrators a simple way to create separate, customized auto-attendant flows in addition to
the system auto-attendant.
Using the Cisco Unity Express Editor, system administrators can create up to four multilevel
auto-attendant flows that provide hierarchical dual tone multifrequency (DTMF)-based menus.
The multilevel auto-attendant allows callers to reach individuals, departments, or prerecorded information such as directions or business hours. It also provides customizable time-of-day or day-of-week call management.
3-11
Cisco Unity Express Implementation in Cisco Unified Communications Manager Express Environment
Additionally, administrators can easily record custom auto-attendant prompts through the Cisco
Unity Express Administration via Telephone (AvT) feature. The administrator can record
prompts using AvT, through the TUI, oruse an offline WAV tile recording. This ability allows auto-attendant administrato-s tomodify prompts without needing GUI access tochange
filenames. Alternative greetings can also be used.
3-12
2010 Cisco Systems.
Scripts
This sectiondescribes the scriptsthat are used by Cisco Unity Express.
Scripts
- Cisco Unity Express Script Editorfor writing auto-attendant
scripts
Customize the auto-attendant and interactive voice response
(IVR) features
Create prompts, receive input, perform tasks
Operator
Safes
I-
Retry
Cisco Unity- Express uses scripts to control callprocessing for applications such asCisco Unity
Express AutoAttendant.
A scriptthatis stored in Cisco Unity Express runs in response to a request from a useror a predetermined condition. Thescripts allow callers to receive recorded audio messages and
prompts for further action.
If, for example, a caller calls a business during nonbusiness hours, the caller can hear either a
recorded message stating thebusiness hours of operation or heara prompt to leave a message. Themessage and prompt arcthe result ofthe Cisco Unity Express software running a script.
A moreadvanced use of scriptscould involvechecking an accountbalanceat a bank. For example, a calleris prompted to enteran account number by usinga telephone keypad. The
caller then receives an audio message stating the account balance.
The Cisco Unity Express Script Editor is used for writing auto-attendant scripts.
Cisco Unity Express also supports TUI-managed auto-attendant flows. Administrators can manage auto-attendant flows from the telephone by changing script flows dynamically.
3-13
Schedules
This section describes Cisco Unity Express schedules.
SC
Cisco Unity Express supports holiday schedules. Play a customized auto-attendantpromptduring defined
holiday penocs.
Holiday prompt is easily updated using AvT.
Business-hours schedule allows up to four different prompts

to be played based on the time of day.
"No operator is available during the
holiday Please try again on Monday."
Cisco Unity
Express
Cisco Unity Express supports the use of time-based schedules:
Holiday schedules: Cisco Unity Express allows you to define holidays and set up a customized auto-attendant prompt tobe played during the holidays. These prompts, which
are easily updated through the AvT, can give you customized information about the
operation ofthe business or special events.
Business hours: The business-hours function allows the administrator todefine up tofour
schedules, This function can provide different auto-attendant prompts that areplayed based
on the time of day. without the need for manual intervention.
The AvT application is a telephony-based interface that allows Cisco Unity Express to offer administrators the opportunity torecord new audio prompts ordelete existing custom audio
prompts.
3-14
IntegratingCisco Unified Communications Applications (CAPPS) v8.0
Integrated Messaging
This section describes integrated messaging on Cisco Unity Express.
IMAP provides access to voice mails. - Cisco Unity Express desktop messaging access provides
simple, native access to voice mail.
Microsoft Outlook, Microsoft Outlook Express, and Lotus
Notes
Integratesexisting messaginginfrastructure and IMAP email

clients
Integrated messaging onCisco Unity Express allows voice-mail users to retrieve, delete, and
change the state of their voice messages through IMAP.
Taking advantage of existing messaging infrastructure and IMAP email clients, Cisco Unity Express desktop messaging access provides simple, native access to voice mail from Microsoft Outlook, Microsoft Outlook Express, and Lotus Notes, providing continuous andglobal access
to messages.
The Cisco Service Module SRE (SM-SRE-700-K9), Cisco Integrated SRE (ISM-SRE-300-K9),
andCisco Unity Express Network Module (NME-CUE) support up to 50 IMAP sessions.
With integrated messaging onthe Cisco Unity Express AIM2-CUE-K9, the maximum number
of sessionsincludes up to six voice calls,three VoiceView Express sessions, or 20 IMAP
sessions at any given time.
Cisco Unity Express supports IMAP access onthe Apple Macintosh family of products with Microsoft Entourage 2004. CiscoUnity Express alsosupports.IMAP access on the iPhone.
3-15
Distribution Lists
This section describes Cisco Unity Express distribution lists.
Cisco Unity Express distribution lists send voice-mail messages to a predefined list of recipients. Public and private lists
Administrator can define up to 15 public lists (and All Users)

Individual users can define up to five private lists.
Distribution lists can include nonsubscriber numbers.
Broadcastmessages are similar to distribution lists, except

messages are delivered to multiple recipients as top priority.
Cisco Unitj
Express
Sales Distribution List
Cisco Unity Express supports the use of distribution lists as follows:
The public and private cistribution hst function ofCisco Unity Express allows callers to
simply and quickly address a voice-mail message toa list ofpredefined recipients, saving
time and minimizing keying errors.
Cisco Unity Express includes an All Users public distribution list and the capability for a
privileged user to define up to 15 other public lists.
Individual users can define up to five private lists of their own.
Cisco Unity Express administrator and end userscan program distribution lists to include
nonsubscriber numbers along with subscriber numbers.
When sending a message toa distribution list containing nonsubscriber numbers, Cisco Unity
Express delivers the message directly to the mailboxes of subscribers and calls the nonsubscriber numbers and plays the message.
Broadcast messages, like distribution lists, allow for delivery of messages to multiple recipients. Broadcast messages can also be assigned a priority. Top priority can be assigned to important communications h the voice-message queue. These special messages are played before any other messages and will remain inthe mailbox until the messages are completely
retrieved or expire, helping ensure that essential communications are received.
3-16
Notifications
This sectiondescribes message notification in Cisco Unity Express.
Notifications Urgent or new message arrival triggers notification Amessage notification can be sent to multiple simultaneous
destinations.
Up tofournumericdestinations (telephone numbers)

Maximum of two text destinations (email, text) Optional Message notification cascading
- Page Fred, wait10 minutes, then send Joe an email Notification cascading stops when the message is saved or
deleted.
Joe
Cisco Unity Express
Cisco Unity Express supports remote message notification. TheCisco Unity Express system
notifies the user upon the arrival of all new or urgent messages.
Each mailbox (individual and GDM)can be configured with notifications that are sent to
multiple destinations simultaneously. Users or administrators canconfigure notification destinations and manage a notification schedule for eachdestination using the TUI,GUI,or
VoiceView Express with the following limitations: Up to four numeric devices (such as phone numbers)
Up to two text devices(such as text pagersor emailaddresses)
Message notification cascading allows notifications to be sent to a widening circle of recipients. For example, the administrator may create a hierarchy of message notifications for a technical
support department as follows:
The first message notification is sentimmediately to the front-line technical support

representative pager.
After a delay of 15 minutes, the next notification is sent to the department manager pager. A third notification is sent to an employee in the problem-resolution group after a delay of
30 minutes.
Notifications continue to cascade according to the options selected until a recipient saves or
deletes the message.
3-17
Notification for Scheduled Backup

1his section descnbes the Cisco Unity Express message notification for scheduled backup
feature.
IOTI1
Administrator can receive notifications of results for scheduled backups
Create schedule and define voice and text notifications Email, e-page, or voice mail Settings are defined foreach backup
Not the user account
Notifications can be generated for backup status

Success or fa lure with details
Failure details
Cisco Unity Express
The administrator can receive notifications ofthe results ofscheduled backups. Abackup schedule can be configured 'or voice and text notifications. The notification settings are defined
for each backup, not for the user account.
Because a scheduled backup will generally run late at night orduring nonbusiness hours when the administrator will not beonsite, Cisco Unity Express can beconfigured to send
notifications of the results of a scheduled backup.
Notifications oftheresults ofa scheduled backup will be sent to the administrator via email, epage, or voice message. The results notification is placed in a mailbox and indicates the success or failure of a backup.
Ihe notification consists of a short message informing the administrator that a scheduled
backup has failed or succeeded. In the ease of a failure, the administrator will be able to access
Cisco Unity Express and identify the reasons for the failure and take any necessary actions.
3-18
IntegratingCisco Unified Communications Applications (CAPPS) v8.0
Cisco Unity Express Interfaces, Integration, and

Architecture
This topic dcscnbes the Cisco Unity Express connection interfaces, integration options, and
architecture.
Cisco Unity Express integration

IP phones are controlled by a call control system:
- Cisco Unified Communications Manager
Cisco Unified Communications Manager Express

Cisco Unified SRST router
* These call control systems can integrate with Cisco Unity Express to provide a voice-mail solution
Cisco Unified Communications Manager Express is the most likely choice for a cost-effective branch solution
CiscoUnity
Express
CiscoUnfied
Communications
Manager Egress
CiscoUnity
Express
Cisco Untfied Communications
Manager
Cisco IP phones arc controlled by a callcontrol system, such as Cisco Unified Communications Manager. Cisco Unity Express can provide a voicemail solution when integrated withthe call control system. Cisco Unity Express supports integration with the following call control
systems:
Cisco Unified Communications Manager Cisco Unified Communications Manager Express Cisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) router
Cisco Unified Communications Manager Express is the most likely choice for a cost-effective
small office or branch solution.
Cisco Unity Express uses a Java Telephony Application Programming Interface (JTAPI) to connect to Cisco Unified Communications Manager. When connected, Cisco Unity Express autodetects the version of JTAPI that is running on Cisco Unified Communications Manager
and compares that with its own JTAPI library version. Protocols that are used between Cisco Unity Express and Cisco Unified Communications Manager are as follows:
IP phones are controlled via Skinny Client Control Protocol (SCCP) or SessionInitiation
Protocol (SIP) through Cisco Unified Communications Manager.
3-19
Cisco Unity Express is controlled via JTAPI (via Computer Telephony Integration Quick Buffer Encoding [CTIQBE]) from Cisco Unified Communications Manager. JTAPI
supports telephony call control. It is an extensible application programming interface (API) that isdesigned to scale for use ina range ofdomains, from first-party call control ina
consumer device to thirJ-party call control in largedistributed call centers.
The Message Waiting Indicator (MWI) on the IP phone is activated when Cisco Unity
Express communicates .1 change of mailbox content to Cisco Unified Communications
Manager via CTIQBE. Cisco Unified Communications Manager sends an MWI message to
the phone to changethe state ofthe lamp.
3-20
IntegratingCisco Unified Communications Applications (CAPPS] v8 0
Cisco Unity Express Interfaces

Cisco Unity Express communicates with Cisco Unified Communications Manager Express
using an internal SIP interface.
Cisco Unity Express Interfaces

" Cisco Unity Express communicates with Cisco Unified Communications Manager Express using an internal SIP
interface.
Message Waiting Indicator (MWI) information IP phones are controlled from Cisco Unified Communications
Manager Express
- SCCP or SIP
SIP
Cisco Unity Express
Remote Office
Manager Express
MWI information is also exchanged across the SIP interface. Cisco Unity Express supports SIP Subscribe/Notify and Unsolicited Notify methods for generating MWI notifications.
IP phones arc controlled from Cisco Unified Communications Manager Express using SCCP or
SIP.
Telephony User Interface

This section describes the Cisco Unity Express telephony user interface (TUI).
Cisco Unity Express supports TUI-managed auto-attendant flows. Administrators can access the Cisco Unity Express AutoAttendant
using the AvT.
Configure auto-attendant parameters
Support fora scrip: that prompts the user forchangeof variables

Script named CustomVar.aef
CustomVar.aef will be a downloadablescript. Users with superusierprivilege can set onlythe variablevalues.
r~l! "I need to
jmodify AA." I
Admmistiator
The user can interact with the Cisco Unity Express system by using the TUI. The TUI isa set of prompts that guide the user, who has a personal mailbox, through sending and receiving voice mails as well as recording personal greetings. The MWI light onthe phone signals a new
voice-mail message.
The user can access the TUI by directly dialing the number ofthe voice mail orby using the
Messages or Envelope icon button on the IP phone. Cisco Unity Express suppons TUI managed auto-attendant flows. Administrators can access
the Cisco Unity Express AutoAttendant using the telephony-based AvT feature and configure
auto-attendant parameters.
Cisco Unity Express suppor.s a script named CustomVar.aef. which prompts the user when changing variables; for example, recording and activating an alternate greeting for use in an
emergency or other short-term event, such as a holiday. The AvT feature offers the following capabilities:
Administrators can reco-d new audio prompts ordelete existing custom audio prompts without using a PC ot sound-editing software, such as with the TUI. These prompts can then be used in various Cisco Unity Express application scripts, such as the Welcome
prompt in the default amo-attendant.
The Emergency Alternate Greeting (EAG) is an optionwithin the AvT that allows
subscribers to record, modify, and enable ordisable a special greeting to beplayed before the regular greeting, notifying callers of some temporary event or message.
Administrators can rerecord existing prompts.
Administrators can send broadcast messages. Subscribers who have the broadcast privilege
can access a limited set of AvT capabilities.
3-22
Integrating Cisco Unifed Communications Applications (CAPPS) vB0
Administrators can record spokennames for remote locations and remotesubscribers.
The Cisco Unity Express module installation automatically configures the AvT application.
Onlyusers withadministrative (superuser) privileges or prompt management (ManagePrompt)

privileges have access to the AvT:
To access the AvT Auto Attendant Greeting menu, the extension from which the administrator is calling must have administrator privileges. Users with superuser privileges can set only the variable values.
CustomVar.aef will be a downloadable script.
A complete yet concise TUI tutorial takes the userthrough a step-by-step mailbox setup process, minimising the need for administrator assistance and saving time and money.
3-23 Cisco UnityExpress Implementation in Cisco Unified Communications Manager Express Environment
Deployment Models
This section describes the supported Cisco Unity Express deployment models.
Cisco Unity Express supports three messaging

deployment models:
* Single-site messaging
1 Multisite WAN deployment with centralized messaging s Multisite WAN deployment with distributed messaging with
Cisco Unity Express can be deployed in a centralized or distributed call-control environment:
Centralized Cisco Unified Communications Manager
Distributed Cisco Unified Communications Manager Express
Cisco Unity Express also supports three primary messaging deployment models:
Single-site messaging
Multisite WAN deployment withdistributed messaging

Multisite WAN deployment with distributed messaging with Cisco Unified
Communications Manager Express
Although the call processing deployment models for Cisco Unified Communications Manager and Cisco Unified Communications Manager Express are independent ofthe messaging
deployment models in Cisco Unity Express, each has implications for the other that must be
considered.
3-24
Integrating Cisco Unified Communicalions Applications (CAPPS) v8.0
Single-Site Messaging
This section describes Cisco Unity Express single-site messaging deployment.
Single-Site Messaging
Ideal for branch office deployments
Integrated Cisco Unity Express and Cisco Unified Communications

Manager Express router
Varietyof officesizes, up to 300 mailboxes Voicemail,integrated messaging, and auto-attendant Optional IVR and time-card services
In the single-site messaging model, the messaging systems and messaging infrastructure components are all located at the same site, on the same highly available LAN. The site can be
either a single site or a campus site that isinterconnected via high-speed metropolitan-area
networks (MANs). All clients ofthe messaging system arealso located at thesingle (or
campus) site. The key distinguishing feature ofthis model is that there are no remote clients. Asingle-site Cisco Unity Express and Cisco Unified Communications Manager Express deployment provides an all-in-one Cisco Unified Communications solution with voice mail,
auto-attendant, time-card, and interactive voice response (IVR) functionalities at a lower cost.
This type ofdeployment is ideal for small to medium-sized businesses orbranch sites that require a complete voice-mail solution without depending on other sites (such as a central
server location, for offices with up to 300 mailboxes).
This type ofsolution provides deployment flexibility and application integration with fewer devices to manage. The result is a cost-effective, integrated Cisco voice-mail solution for IP phones inthe branch orremote office aspart ofthe full-service branch.
The same solution could use Cisco Unified Communications Manager instead of Cisco Unified
Communications Manager Express, but the costwould be significantly greater.
3-25
CiscoUnity Express Implementation in Cisco Unified Communications Manager ExpressEnvironment
Multisite WAN Deployment with Centralized Messaging

This section describes Cisco Unity Express in a multisite WAN deployment with centralized
messaging.
Cisco Unity Express supports ten Cisco Unified Communications Manager Express remote sites:
" Centralized voice mail and auto-attendant features
- Ideal with a small number of users at each remote site

Central Site
Branch 1
Cisco Unity
Express
Manager Express
site or acampus site that is interconnected via high-speed MANs. 1lowever, unlike the singlesite model, centralized messaging clients can be located both locally and remotely. Cisco Unity
Express supports a maximum of10 Cisco Unified Communications Manager Express remote
sites. This type of deployment ensures centralized voice mail andauto-attendant features and is ideal for an environment with only a few users at each remote site.
In the centralized messaging model, like ihe single-site model, all the messaging system and messaging infrastructure components are located atthe same site. The site can be one physical
Because messaging clients may be either local or remote from the messaging system, special
design considerations apply to the following clients: Cisco Unity ViewMail for Outlook (Cisco
Unity VMO). the use ofthe Telephone Record and Playback (TRAP), and message streaming feanires. Remote clients should not use TRAP and should be configured to download messages
before playback. Because different features andoperations for local and remote clients can cause userconfusion, TRAP should be disabled on the voice ports. GUI clients should be configured to download messages and notuse TRAP, regardless of whether the client is local
orremote. This procedure also applies toCisco Unity VMO for Cisco Unity Connection IMAP
clients.
The Cisco Unity Express TU! operates the same way for both local and remote clients.
3-26
Integrating Cisco Unified Communications Applicalions (CAPPS) v8 0
Multisite WAN Deployment with Distributed Messaging

This section describes Cisco Unity Express in a multisite WAN deployment with distributed
messaging.
lultisite Site Distributed Messaging

Cisco Unity Express provides distributed voice mail at each
remote office
Efficient networking of Cisco Unity Express systems across

different locations
- Voice-mail messages sent between systems
Integration with Cisco Unified Messaging Gateway (optional)

Cisco Unified
Messaging Gateway
Branch 1
Branch 2
Cisco Unity Express
A distributed messaging model consists of multiple single-site messaging systems thatare distributed with a common messaging backbone. There can be multiple locations, each with its
own messaging system and messaging infrastructure components. All client access is local to each messaging system, and the messaging systems share a messaging backbone that spans all locations. Message delivery from the distributed messaging systems occurs via the messaging
backbone through a full-mesh or hub-and-spoke typeof message routing infrastructure.
Messaging infrastructure components should not be separated from the messaging system they
service by a WAN.
Distributed messaging is essentially multiple single-site messaging models with a common

messaging backbone.
Cisco Unity Express may optionally beintegrated with the Cisco Unified Messaging Gateway, which provides an intelligent messaging backbone. Inthe distributed messaging model, Cisco Unity Express provides distributed voice mail at
each remote office. The result is efficient networking of Cisco Unity Express systems across different locations. For interbranch communications, voice-mail messages are sent between Cisco Unity Express systems at each site.
3-27
CiscoUnity Express Implementation inCiscoUnified Communications Manager ExpressEnvironment
Cisco Unified Messaging Gateway

The Cisco Unified Mcssaghg Ciateway is an optional add-on to VPIM Networking. When
used, the Cisco Unified Messaging Gateway acts as the central hub in a Cisco voice and unified
messaging solution.
Acts as the central hub in a Cisco voice and unified

messaging solution
Provides a method ofintelligently routing messages Exchangessubscriberand directory information Connects with other Cisco Unified Messaging Gateways
Cisco Unified
Messaging Gateway
London New York
Cisco Unity
Cisco Unity Express
As a central hub. the Cisco Unified Messaging Gateway provides a method ofintelligently
routing messages and exchanges subscnber and directory configuration. The Cisco Unified
Messaging Gateway includes the following characteristics:
Scalable voice-mail solution
Ilub-and-spoke architecture (instead of full mesh)
Simplified, centralized configuration and routing
Cisco Unified Messaging Gateways can be connected with other Cisco Unified Messaging
Gateways to provide a messaging backbone in large deployments.
The Cisco Unified Messaging Gateway supports manual registration with Cisco IOS Softwarelike command-line interface (CLI) commands for:
Cisco Unity 4.0(5) and later
Cisco Unity Connection 7.0 and later Cisco Unity Express 3.1 and later
Third-party voice-mail systems (Avaya Interchange Version 5.4)
3-28
Cisco Unified Messaging Gateway Overview

This section provides an overview ofthe Cisco Unified Messaging Gateway.
Cisco Unified Messaging Gateway
The Cisco Unified Messaging Gateway is a centralized voicemail registration and routing system that provides:
Spoken name directory lookups
* Extension and location !D lookups
Centralized systemwide distribution lists
- Unified messaging scaling as required for Cisco branch office

customers and larger distributed enterprises
Simplified configuration tasks by creating a star topology instead of

a fully meshed VPIM network - Manual or Autoregistration features Centralized voice-mail system management
Reliability with primary and secondary (backup) registration services Meshed Cisco Unified Messaging Gateway systems (networked
endpoints) for scalability to 500,000 users
The Cisco Unified Messaging Gateway simplifies message routing andmanagement by
implementing a star topology for each messaging gateway and its associated endpoints, thereby eliminating the need for fully meshed networks between those endpoints. Each Cisco Unified
Messaging Gateway acts as a central hub for VPIM routing.
TheCisco Unified Messaging Gateway supports connections with up to 1000 mixed Cisco Unity Express, Cisco Unity Connection, and Cisco Unity systems.
Administration tasks are simplified by centralized Cisco Unified Messaging Gateway voicemail system management. The Cisco Unified Messaging Gateway provides reliability with primary and secondary (backup) registration services for voice messaging system registration including Cisco Unity Express, Cisco Unity Connection, and Cisco Unity. Meshed Cisco
Unified Messaging Gateway systems (networked endpoints) provide increased subscriber
support for up to 500,000 users.
The Cisco Unified Messaging Gateway provides additional prompts onthe Cisco Unity Express TUI and Cisco VoiceView Express applications with the option ofGlobal Directory Lookup when the local Cisco Unity Express endpoint does not have the requisite information. Spoken-name confirmation isprovided for all local and remote recipients. Because the
confirmation includes the remote location information if applicable, it helps ensure that the
message is sent to the correct location. Spoken-name confirmation also helps ensure that the
correct recipient has been selected when a useraddresses a voice-mail message.
The Cisco Unified Messaging Gateway allows simple, secure autoregistration with Cisco Unity
Express. Secure autoregistration isaccomplished with a usemame and password that are
defined on the CiscoUnified Messaging Gateway. The gateway supports restricting, granting, or denying autoregistration to specific systems based onadministrative needs.
3-29
Cisco Unity Express Implementation inCisco Unified Communications Manager Express Environment
Summary
This topic summarizes the keypoints that were discussed in this lesson.
The built-in Cisco Unity Express AutoAttendant provides

q uick and easy voice-mail access without the need for
operator assistance. Callers can be prompted to dial-by

name, dial-by-extension, and return-to-operator features. Cisco Unity Express uses an internal SIP interface to
communicatewith the Cisco Unified Communications
ManagerExpress router. Integrating voice mail and call control ina single platform offersflexibility and is ideal for
branch office deployments.
In this lesson, the characteristics and architecture for Cisco Unity Express deployment were
discussed.
References
Cisco Unity Express Daia Sheet at:
http: >.\\\w. Cisco, com en US prod ei,i|later;!i\oices\\ps6789.,p'o745 p>5520

product djta shcctlNIi0.iccdS06aefe4.html
Release Notes for Cisco Unity Express 8.0 at:
http: www.ctsco.ctim en US docs voice ipoomm. unity _exp'rchS 0 reI notes

rcl_notcs.html
Cisco Unified Communications System Release 8.x SRND: Cisco Voice Messaging at:
hup: uuw.cisco.com en US docs'voice ip conim cucmsnid.'8\vniesaiic.html.
3-30
Lesson 2
Integrating Cisco Unity Express with Cisco Unified

Communications Manager Express*
Overview
This lesson describes how to integrate Cisco Unity Express withCiscoUnified
Communications Manager Express using Session Initiation Protocol (SIP). Topics that are covered include the setup ofthe Cisco Unity Express service module and the IP routing for
Cisco Unity Express access. The various Message Waiting Indicator (MWI) and dual tone
multifrequency (DTMF) options arealso discussed.
Objectives
Upon completing this lesson, you will be able todescribe how to integrate Cisco Unity Express
with Cisco Unified Communications Manager Express usingSIP. This ability includes being
able to meet these objectives:
Describe how the Cisco Unified Communications Manager Express router can
communicate with the Cisco Unity Express module
Describe the integration components on Cisco Unified Communications Manager Express

(Messages button, call forwarding, and transcoders)
Describe how Cisco Unity Express integrates with Cisco Unified Communications
Manager Express and explain the SIP subsystem and the SIP trigger for voice mail
Voice Mail Integration on Cisco Unified

This topic describes the prerequisite configuration tasks for Cisco Unity Express integratit
Cisco Unified Communications Manager Express.
Cisco IOS router prerequisites:

* Routingand IP addressing setup * IP addressing for Cisco Unity Express hardware module Static route or dynamic routing to the address ofthe Cisco
Unity Express module

prerequisites: * GUI files installed in router flash (optional)
- SIP dial peers for directing calls into Cisco Unity Express
* Message Waiting Indicator configuration
The router that hosts the Cisjo Unity Express module requires some configuration before Cisco
Unity Express integration, fhese tasks cannot be accomplished without the Cisco UnityExpress hardware module being physically installed.
Ihere are prerequisite configuration tasks for Cisco Unity Express integration on Cisco Unified Communications Manager Express. The Cisco IOS router prerequisites are as follows:
Routing and IP addressing must beconfigured correctly.
Ihe Cisco Unity Express hardware module IP addressing must be configured. Static or dynamic routing can be used to the IP address of the Cisco Unity Express module.
SIP dial peer configuration for directing calls into Cisco Unity Express
MWI configuration
Cisco Unified Communications Manager Express prerequisites areas follows:
GUI files are installed inthe router Hash. The optional GUI provides a web-based interface
to manage most system-level and phone-based features. This means that Cisco Unified Communications Manager Express administrators do not need to understand the more complex command-line interface (CLI).
3-32
Service Module This section describes the Cisco Unity Express service module configuration inCisco Unified
Communications Manager Express.
Service Module
Cisco UmfiedCommunications Manager Express hardware installationof the Cisco UnityExpress service module Appears as "fiterface Service-Engine x/y"
Configure Cisco Unified Communications Manager Express with IP

addressing for Cisco UnityExpress:
Service engine interface static IP address

Service module on same subnet as host router
IPdefaultgatewayto be the service engine address Use the service-module service-engrie module/port session commandto connectto CiscoUnity Express to start software installation (ifneeded)or configuraton(ifnewly shippedfromthe factory) Use staticor dynamic routing to provide networkaccess to Cisco Unity
Express interface Service-EngineO/0
Same Subnet
ip address 10.5.4.1 255.255.255.0

service-module ip address 10.5.4.2 255.255.255.fl eervice-module ip default-gateway 10.5.4.1
The first step in integrating Cisco Unity Express with Cisco Unified Communications Manager Express is the installation ofthe Cisco Unity Express service module hardware inthe Cisco Unified Communications Manager Express router platform. The service module hardware appears as"interface Service-Engine x/y" inCisco Unified Communications Manager Express. After you successfully install the Cisco Unity Express module in the chassis ofthe router, it
still requires some configuration to function properly. The interface service engine needs to
have an IP address that is on the same subnet as the service module. These two IP addresses
represent the two ends ofthe virtual Ethernet connection across the backplane. The
administrator must configure Cisco Unified Communications Manager Express with IP
addressing for the Cisco Unity Express service module. Configure IP connectivity between the
router and the Cisco Unity Express module. The module has aninternal IPaddress and a
default gateway configuration as follows:
Service engine interface static IP address

Service module on same subnet as host router
IP default gateway to be the serviceengineaddress
The router has a service-engine interface with an IP address, which might be unnumbered. Using the ip unnumbered command for configuration allows the Cisco Unity Express module
to use a network subnet IP address that is associated with a specificrouter egress port, such as FastEthemetO/0. This method requires a static route to the service-engine interface. The router interface that is associated with the Cisco Unity Express interface must be in an "up" state at all times for communication between the router and module. The following is an example of
unnumbered configuration:
3-33
interface FastEthernetO/O Ip address 10,3.6.1 255.255.255.0
interface Integrated-Service-Enginel/0
ip unnumbered FastEthernetO/Q
service-module ip address 10.3.6.128 255.255.255.0
service-module ip default-gateway 10.3.6.1
ip route 10..3.6.128 255.255.255.255 Service-Enginel/0
Use static ordynamic routing to provide network access to the Cisco Unity Express module.
Use the service-module service-engine module/port session command to connect to Cisco
Unity Express to start software installation (ifneeded) or configuration (if newly shipped from
the factor.).
3-34
Dial Peer Configuration

This section describes the Cisco UnifiedCommunications ManagerExpress dial peer
configuration that isrequired for Cisco Unity Express integration.
Dial Peer Configuration

The Cisco Unified Communications Manager Express
dial peer that points to Cisco Unity Express must

have certain configuration settings:
StP version 2 must be used
DTMF relay cption must be set to match Cisco Unity Express

G.711 codec must be used
VAD mustbf disabled
dial-peer voice 2500 voip destination-pattam 25..

session protocol sipv2
session target ipv4tl0.5.4.2 dtmf-relay sip-notify

codec g711ulaw
Cisco Untfied Communications
no vad
Manager Express
Cisco Unified Communications Manager Express must be configured with a dial peer that is irjica pointing to the Cisco Unity Express IPaddress. The dial peer must have certain configuration
settings as follows:
SIP version 2 must be used.
The DTMF relay option must be set to match Cisco Unity Express.
G.711 codec must be used.
Voiceactivitydetection (VAD)mustbe disabled.
The settings onthe SIP dial peer must very specific and include the session protocol sipv2
command. This command instructs the router to use the SIP protocol for this dial-peer
destination.
Use the no vad command to disable VAD. VAD is a mechanism that suppresses packets when no detectable voice is traversing the Real-Time Transport Protocol (RTP)stream.Disable VAD
for communication with Cisco Unity Express.
The dtmf-relay command instructs the dial peer totake all DTMF digits that are pressed and
send them out of band as either named telephony events (NTEs) out of band in the RTP stream
or as a SIPNotify message. There areotheroptions available for DTMF relay.

The following is an example dial peer configuration:
dial-peer voice 4000 voip
description voicemail CUE
destination-pattern 4. . .

201Q&SCO Systems, Inc.
3-35
session target ipv4:10.1.4.3 dtmf-relay sip-notify

codec g71lulaw
no vad
3-36
Message Waiting Indicator

This sectiondescribes the CiscoUnifiedCommunications ManagerExpress ephone-dn MWI.
iessage Waiting Indicator

CMEIconfig-ephone-dn)#
mwi [on
off]
The Message Waiting Indicator (MWI) mechanism turns on the light indicator on IP phones
Assignephone-dns to turnthe MWI light on or off
ephone-dn 18
number 2599....
mwi on
ephone-dn 19
number 2598... . mwi off
The MWI mechanism turns on and off the light indicator on IP phones.
The following describes the internal MWI mechanism oftheCisco Unified Communications
Manager Express router:
Step 1 Step 2
Step 3 Step 4
The IP phone with the extension 1001 receives a call and the call isnot answered. The IP phone with the extension 1001 forwards the call to voice mail.
The greeting for extension 1001 plays and a voice-mail message is left. Cisco Unity Express places an MWI notification call to the MWI processing ephone-dn 2599 and appends 1001 asthe calling party ID for the notification call.
The number 25991001 is dialed.
Step 5
Step 6
Ephone-dn 2599 accepts the MWI notification call and switches onthe message
waiting light for extension 1001.
When the phone user at extension 1001 listens to all ofthe voice mail, Cisco Unity Express places an MWI notification call to ephone-dn 2598 and appends 1001 as the
callingparty ID. The number25981001 is dialed.
For these events to occur, the mwi on and mwi off commands are required. MWI status
notification calls areprocessed by dummy ephone-dns, which areephone-dns that arenotused for phone calls. Thesyntax of this command is the following: mwi {off | on | on-off}.
One MWI processing ephone-dn must beallocated toactivate MWls, and another must be
allocated to deactivate MWls.
The mwi on-off command can be used on a single ephone-dn to set the MWI to both on and
off. using primary and secondary phone numbers on theephone-dn. Forexample, theprimary number turns on the MWI light and the secondary phone number turns off the MWI light.
3-37
Cisco Unity Express Implementation in Cisco Unified Communications ManagerExpress Environment
To specify the type ofMWI notification that adirectory number can receive and process, use
the mwi-type command in ephone-dn orephonc-dn-tcmplate configuration mode. This command enables a directory number to receive audible, visual, orboth (audible and visual) MWI notification from an external voice-messaging system. To disable this feature, use the no form ofthis command. By default, ifMWI is enabled for adirectory number, the directory
number will receive visual MWI. The syntax ofthis command is as follows: mwi-type {visual
audio I both;.
Integrating Cisco Unified Communications Applications (CAPPSI v8 0
Cisco Unified Communications Manager Express Example

This section shows anexample Cisco Unified Communications Manager Express configuration
for Cisco Unity Express integration.
Manager Expi
interface Service-Engine 1/0
ip address 10,5.4.1 255.255.255.0

service-module ip address 10.5.4.2 255 .255.255.0 Hservice-module ip default-gate-ay 10.5.
Cisco Unity Express

Hardware tP Addressing
Static Route into Cisco
ip route 10.5.4.2 255.255.255.25 5 Service-Bnginel/0

dial-peer voice GOOD voip
destination-pattern 259.
Unity Express
session protocol slpv2 session target ipv4:10.5. dtmf-relay alp-notify

codec g711ulaw
no vad
SIP Dial Peer to Route

.2
Calls into Cisco Unity

Express
ephooe-dn IB
awi on
"" MWI On and MWI
umber 2599. . ..
ephone-dn 19
number Hi otf 2599....
Off ephone-dns
The figure shows an example Cisco Unified Communications Manager Express configuration
for Cisco Unity Express integration.
CiscoUnified Communications Manager Express configuration includes the following:
IP configuration for the Cisco Unity Express service module hardware

SIP dial peerconfiguration pointing to CiscoUnity Express Ephone-dn MWI on andoff configuration
Additional Voice Mail Integration Components

This topic describes additional voice mail integration components such as MWI options and
transcoding.
Cisco Unified Communications ManagerExpress is configured with the voice-mail directory number
IP phone Messages button to retrieve voice mail
User extension (ephone-dn) is configuredto forward calls to

voice mail
Call Forward No Answer
Call Forward Busy

telephony-ser Kice
voicemail ephone-dn
number
2500 1
1001
call-forward call-forward
busy
noan
2500 2500
timeout B
SCCP Phone
Configure the telephone number that is speed-dialed when the Messages button on an IP phone
ispressed. Ihesame telephone number isconfigured for voice messaging for all Cisco IP
phones connected to the router:
To define the telephone number that isspeed-dialed when the Messages button onan SCCP IP phone is pressed, use the voicemail command in telephony-service configuration mode.
To define the telephone number that is speed-dialed when the Messages button on a SIP IP phone is pressed, use the voicemail command in voice register global configuration mode.
To configure call forwarding so that al! incoming calls to a directory number are forwarded to
another directory number, use the call-forward command in ephone-dn or ephone-dn-template

configuration mode. Call forwarding options are Call forward All (CFA), Call Forward No
Answer (CFNA). and Call Forward Busy (CFB).
3-40
MWI Options
This section describes the various MWI options available.
MWI Options
CiscoUnity Express
Manager Express ^Q|y

:
Communications KpSji
\
!
Cisco Unified
,.^-rJr:,.
New rnsg is
Outcall Directory
Number
leftfat 2222
Outdtal to 25992222
SCCP/SIPMsgto
<
turn on lamp
Subscribe MWI for 2222
Subscribe Notify
Newmsgis
left for 2222
NotifyMWI-on 2222
SCCP/SIPMsgto turn on lamp

'
I
t
New msg is
Unsolicited Notify
taftfa'2222
Unsol. Notify MWI-on 2222^ I
SCCP/SIP Msg to
"*|
turn en lamp
The basic MWI servicethat was illustrated in earlierconfigurations uses the MWI outcall
option for SCCP-controlled Cisco Unified IP Phones. Other options include the following:
MWI outcall for local and remote SIP-control led phones
MWI using either the SIP Subscribe Notify or the SIP unsolicited notify method
SIP MWI for SCCP ephone-dns
There are three methods available for setting the MWI: MWI Outcall, Subscribe Notify, and Unsolicited Notify. A single MWI method is configured fortheentire Cisco Unity Express
system, it isnot possible tomix notification methods. The following describes the features of
each type of MWI:
MWI Outcall
Compatible with older versions of Cisco Unified Communications Manager Express

and Cisco Unity Express All extension numbers must be the same length
Potential problems with dial plans
IP phones can get out of sync with true message status
Subscribe Notify and Unsolicited Notify:

Shows accurate status of messages
Recommended method is Subscribe Notify
3-41
MWI for SIP-Controlled IP Phones

This section describes the MWI for SIP-eontrolled IP phones.
lot
Use voice register global configuration to enable voicemail for SIP-controlled IP phones
Use voice register dn configuration to enable voicemail for
SIP-controlled IP phones and enable MWI
voice
register globa 1
2500
dn 1
voicemail
voice
register
call - forward
b2bua
busy 2500
noan
call -forward fa2bua mwi voice dtmf
2500 timeout 10
register pool
-relay rtp-nte
To enable a specific Cisco IP phone extension (directory number) associated with a SIP phone to receive MWI notification, use the mwi command invoice-regisler-dn configuration mode. The call forward configuration for a SIP IP phone would look like the following example:
voice register dn
number 4002
call-forward b2bua busy 2500

call-forward b2bua noan 2500
mwi
timeout 10
voice register pool

id
mac 0021.A086.E80E
7965
1 dn 1
type
number
dtmf-relay rtp-nte sip-notify
3-42
Integrating Cisco Unified Communications Applications (CAPPS) vB i

This section describes using an external SIP-based MWI server.

CMEIconfig-aip-ua)#
mwi sip-server ip-address [transport tcp | transport udp] [port port-number] [reg-el64] [unsolicited [prefix prefixstring]]
Specify voice-mail SIP server MWI settings

- On a gateway of user agent
Uses either the DNS name or the IP address
1 Usedforsendingnotification to a usemameand password subscribed to the MWI service, or directory number notification without user subscription
10.5.4.2
sip-ua
mwi-server ipv4:10.5.4.2
SIP Server
(Cisco UnityExpress)
Manager Express
To configure parameters that are associated with anexternal SIP-based MWI server, use the mwi sip-server command in telephony-service configuration mode. TheSIP notification message process sends an IP-to-IP SIPmessage that does notuse a voicemail port. Oversubscribed voice-mail ports can lead tomissed MWI indicators. Subscription SIP MWI messaging isconsidered best practice. This setting must match the setting under the
ccn sip subsystem sectionin CiscoUnity Express.
The parameters ofthe mwi sip-server command are the following:
Configure the IPaddress ofanexternal SIP MWI server. This IPaddress isused with the mwi sip(ephone-dn) command to subscribe individual ephone-dn extension numbers tothe
notification list ofthe MWI SIP server. A SIP MWI client runs TCP by default.
The transport tcp keyword is the default setting. The transport udp keyword allows for integration with a SIP MWI client. The optional port keyword is used to specify a port
number other than 5060, the default.
Thedefault registration is withan extension number, so the reg-el64 keyword allows the
administrator to register with an E.164 10-digit number.
Prefix: Central voice-messaging servers thatprovide mailboxes for several CiscoUnified Communications Manager Express sitesmay use site codes or prefixes to distinguish among similarly numbered ranges of extensions at different sites.
The administrator can specifythat the CiscoUnifiedCommunications ManagerExpress
system should accept unsolicited SIP Notify messages for MWI that include a prefix string
as a site identifier. TheOptional Unsolicited parameter allows Cisco Unity Express to send SIP Notify messages for MWI without any need to senda Subscribe message from the
MWI SIP for Ephone-dns

This section describes how to subscribe an ephone-dn extension to an external SIP-based MW
server.
CMEIccnfig-ephone-dn)#
nrwi sip
Subscribe an ephone-dn extension to receive messagewaiting

indication from a SIP-based MWI server.
Usethe mwi sip command inephone-dn or ephone-dn-tetnplate

configuration mode.
telephony-service mwi sip-server 10.5.4.2
ephone-dn 16
number 1010
mwi sip SIP Server
(Cisco Unity Express)

SCCP IP Phone
To subscribe an ephone-dn extension in a Cisco Unified Communications Manager Express system to receive message waiting indications from a SIP-based MWI server, use the mwi sip
command in ephone-dn or cphone-dn-template configuration mode.
IheCisco Unified Communications Manager Express system isconfigured with an external

SIP-based MWI server.
3-44
Transcoding
Cisco Unity Express supports G.711 calls only. When callers use a different codec, calls to
voice mail will fail. Transcoding is required to convert codecs whenCiscoUnified Communications Manager Express uses a different codec to Cisco Unity Express. For example,
transcoding will converta G.729call to G.711.
Transcoding
Cisco Unity Express supports G.711 calls only. Transcoding is required to convert codecs when Cisco Unified Communications Manager Express uses a different
codec.
- For example, convert G.729 to G.711
Branch
Small Office
Cisco Unity
Express
Cisco Unified
Communications
Manager Express
External hardware transcoders are requiredto performtranscoding. These transcoding resources can be located locallyat each messaging system site. Cisco UnifiedCommunications
Manager Express routers can beconfigured with digital signal processors (DSPs) thatsupport transcoding. Hardware DSPs reside directly ona voice network module, such asthe 2-slot 48channel high-density enhanced voice network module (NM-HD-2VE), or ona packet voice
DSP module generation 2 or 3 (PVDM2/3) card.
The DSP resources that are used for transcoding can be internalto CiscoUnified
Communications Manager Express. This activity is referred to as coresident transcoding. The

control of coresident DSP resources is local to the Cisco Unified Communications Manager
Express router.
The DSP resources that are used for transcoding may be external to the Cisco Unified Communications Manager Express system. DSPfarms that arc supported on CiscoIOSvoiceenabled routers can be controlled by Cisco Unified Communications Manager Express using
SCCP. Using external transcoding resources allows for expansion by adding additional DSPs. External transcoding resources also allow distribution ofthe resources across the network to best suitthe implementation. TheDSP farm must bereachable within the IPnetwork.
Note The term transcode (XCODE) means the abilityto convert the media stream from one codec type to another. ^^
The following example shows how to configure a transcodcr on Cisco Untfied

Communications Manager Express:
3-45
voice-card 0
dspfarm
dsp services dspfarm

seep local Vlanl30
seep ccm 10.1,130.1 identifier 1 priority 1 version

seep
seep ccm group 1
associate ccm 1 priority 1

associate profile 1 register BR-XCODE
dspfarm profile 1 transcode codec g7iiulaw
codec g711alaw codec g729ar8 codec g72 9abr8 codec g729brB
codec g729r8
maximum sessions 6
associate application SCCP
telephony-service sdspfarm units 1 sdspfarm transcode sessions 6 sdspfarm tag 1 BR-XCODE
3-46
Voice Mail Integration on Cisco Unity Express

This topic describes voice mail integration configuration on Cisco Unity Express.
Connecting to the Cisco Unity Express

Module
CMEt
service-module service-engine mod/slot [reload rest Isession 1 shutdown | status]

Use the service-module command to control, view status,
and connect to the service engine from the host Cisco Unified
Communications Manager Express router.
CME# service -module service-engine 1/0 Trying 10.5 4.2, 2066 ... Open
session
Cisco Unity
Express
CUE:. CUE>exit
[Connect! on to 10.5 4
CMEtt
closed by fore ign host]
To access the Cisco Unity Express CLI, establish a Telnet session to theCisco Unified Communications Manager Express router, and use the service-module command.
service-module service-engine mod/slot [reload | reset |session 1shutdown | status] The Cisco UnifiedCommunications ManagerExpressrouter service-module commandcan be used to reset, reload, view the service module status, or shut down the Cisco Unity Express service module using the reset, reload, status, or shutdown keywords. Theservice-module
command allows these functions without the need to log in to Cisco Unity Express.
To disconnect from theCisco Unity Express module and return to the CLI ofthe host router,
enter exit from the Cisco Unity Express module.
Note The service-module command is used to open a session from Cisco Unified Communications Manager Express to the Cisco Unity Express service module. Alternatively, administrators may use Telnet to access Cisco Unity Express directly across the network. For example, establishinga Telnet session to 10.5.4.2 port 2066 would also work(the port number will vary depending on the router and configuration).
3-47
Restarting the Cisco Unity Express Module

This section describes how to reload the Cisco Unity Express service module.
CUES
CME#service-module service-Engine 1/0 reload
Restart Cisco Unity Express software from the Cisco Unified Communications Manager Express CLI.
RestartCisco Unity Expresssoftware from the Cisco Unity

Express CLI.
CMEBBervice-module service-Engine 1/0 reload
CUE# reload
Are you sure you want to reload?
Doing a reload will cause any unsaved

configuration data to be lost.
Continue [y] ? : y
cue# MONITOR SHUTDOWN...
EXITED: SQL_startup.sh exit status 0 EXITED: LDAPstartup.sh exit Status 0

MONITOR EXIT...
The Cisco Unity Express sen ice module can be reloaded in the following ways: Reload the service module from Cisco Unified Communications Manager Express using
the sen ice-module command.
In Cisco Unity Express, enter the reload command.
3-48
Restoring Cisco Unity Express to Factory Defaults

This sectiondescribes how to restorethe Cisco Unity Express servicemoduleto the factory
defaults.
Restoring Cisco Unity Express Factory Defaults

CUE(Offline)#
restore factory default
Restores the configuration of the Cisco Unity Express module

to factory defaults
CUElttoff line
t11HARNING1II; Putting the system offline will terminate

a l l active calls.
Do you wish to continue [n)? : y

CTJEKoffline)#restore factory default
11IWARNING!!1: This operation will cause all configuration and data
on the system to be erased. This operation is not

reversible.
Do you wish to continue In]? : y
Sometimes it is necessary to wipethe Cisco Unity Express service module configuration clean
and restore the factory default settings.
Restoring the system to the factory defaults hasthe following effects:
Replaces thecurrent database with an empty database.

Initializes the Lightweight Directory Access Protocol (LDAP) to an empty state.
Replaces the startup configuration with thetemplate startup configuration that ships with
the system.
Erases all postinstallation configuration data.

Deletes all subscriber and custom prompts.
When the system isclean, the administrator will see a message that the system will reload, and the system begins to reload. When thereload is complete, thesystem prompts the administrator
to go through the postinstallation process.
When logging in to the GUI, the administrator can runthe Initialization Wizard.
Caution Allconfigurations and voice mail willbe lost.
3-49
Software Installation
This section describes how todownload Cisco Unity Express service module software.
software download [cleanj upgrade | abort | server |status]1

Download software from an FTP server to install later
* Clean: for a new installation
- Upgrade- to upgrade an existing installation Server may be specified or preconfigured
|software install [clean| downgrade! upgrade| server | status!

1 Install previously downloaded software on CiscoUnity Express
- Option to install directly from FTP without previous download
CDEl#sc ftware downloa d
k9.nmx 8.0.0.
clean
url ftp://10.1 3 .21/cue-vmcue password "isco

. nmx
130.pkg
install
username
CUEl#sc ftware
clean
eue-vm-k9
0.130
pkg
Administrators can download the Cisco Unity Express software files. There is one zip file and
one language package file for each language.
Once downloaded to a PC, the administrator extracts the five core files from the zip file and
copiesthe extracted files and the language package files to the FTP server. Install the Cisco Unity Express softwarefrom the FTP server. Enterthe software download clean command to download the software from the FTP server for a new installation.To
upgrade an existing configuration, enter the software download upgrade command to

download the software from the FTP server.
Enter the software install download command to install previously downloaded software. Alternatively, the software install command can be used to install directly from an FTP server
without downloading first. The status option can be used to check install status.
The following is an example Cisco Unity Express software installation: CUEl#software download clean url ftp://ID.1.3.21/cue-vm-k9.nmx.8.0.0.130.pkg
usemame cue password cisco
WARM" ING WARNING WARNING
'If.is co mar.d will download the necessary software to
complete a clean install.

lixe to cenr. irrjeV [confirm] y
It is recommended that a backup be do:'.e
before liistal ling software .
WouId
Jo's'n.coainci
cue- vin-k9 .ntr.x .8.0.0.130 .pkg
Bytes downloaded Bytes downioade-d

Bytes downloaded Byres downloaded Bytes dowr._oaded
esa?
1532>
2 7 0061
2 7 2 5 1?
3-50
Validating package signature ... done
- Parsing package manifest files... complete.
Validating installed manifests
complete.
- Checkinq Package dependencies... complete.
Downloading ftp cue-vm-langpack.nmx.8.0.0.130.pkg

Validating package signature ... done
Found Add-On Subsystem SID: e2eaicc6-39b5-47el-9f83-b63c897c50c Name: CUE

Voicemail Language Support Version: 8.0.0.130
Found Add-on Subsystem SID: c2B339fa-f7ae-4732-85ab-fa6c68b5de0c Name: CUE

Voicemail Italian Version: 8.0.0.130
Found Add-On Subsystem SID: 49f09114-e0b0-4721-6b85-04be2064920c Name: CUE

Voicemail European Spanish Version: 8.0.0.130
Found Add-Cn Subsystem SID: 27e5e2ab-1622-4c02-8a0a-cfad0d932148 Name: CUE

Voicemail US English Version: 8.0.0.130
Found Add-On Subsystem SID: 6cdfed34-6d45-48fd-afe0-717e589c9aa9 Name: CUE

Voicemail Japanese Version: 8.0.0.130
Found Add-On Subsystem SID: 24cbOb0O-edlc-4463-bf6f-2Slbl5dfb3e7 Name: CUE

Voicemail Russian Version: 8.0.0.130
- Parsing package manifest tiles... complete. - Checking Package dependencies... complete.
- Checking Manifest dependencies for subsystems in the install candidate

list. . .
complete
Starting payload download
File : cue~vm-full-k9.nmx.8.0.0.130.prtl Bytes : 18824
3_51
Viewing Software Versions

This section describes how to view the Cisco Unity Express software version.
;>ns
show software {directory ! download server | licenses

packages versions}
Displays the version ofthe installed packagesand languages

CUE1# show software packages
Installed Packages:
Installer (Installer application) (B.0.0.130) Thirdparty (Service Engine Thirdparty Code) (8.0.0.130) Bootloader (Primary) (Service Engine Bootloader) (2.1.16) Infrastructure (Service Engine Infrastructure) (8.0.0.130)
(Global manifest) (8.0.0.130)
- Global
- GPL Infrastructure (Service Engine GPL Infrastructure) (8.0.0.130)

- Voice Hail (Voicemail application) (8.0.0.130) - Bootloader (Secondary) (Service Engine Bootloader) (2.1.16.130)
- Core (Service Engine OS Core)
Installed Plug-ins:
(a.0.0.130)
- Auto Attendant (Service Engine Telephony Infrastructure) (B.0.0.130) - CUE Voicemail Language Support (Languages global pack) (B.0.0.130) -CUE Voicemail US English (English language pack) (8.0,0.130)
To display characteristics ofthe installed software, use the show software command in Cisco
Unity Express EXEC mode.
show software {directory jdownload server | licenses j packages | versions}

Directory: Displays the software directory.
Download server: Displays the IP address of the FTP server.
The following options are available:
Licenses: Displays the terms and limits ofthe purchased license for the system. Packages: Displays the configured Cisco Unity Express application packages. Versions: Displays the current versions ofthe configured software and applications.
Following Uan example of show software command output:

CUl-.lif show software packages
Installed Packages:
- Inur.a_ier :I:iEtalier application;
(8.0.0.130)
- Thirdparty Service Engine Thirdparty Code) (8.0.0.130) - Bootloader ;Pri-aiy: iService Engine Bootloader) (2.1.16) - Infrastructure (Service Engine Infrastructure) (8.0.0.130}
Global (Global manifest; (8.0.0.130)
- GPL Infrastructure (Service Engine GPL Infrastructure)

- Voice >'a:l
Core
(8.0.0.130)
iVcieemail application)
Core;
(8.0.0.130)
- Roctloader :Secondary;
iSeivice fc-gir.u OS
(Service Engine Bootloadei) (2.1.16.130;

(B.0.0.]30)
- Autc Attenaanr
iService Engine Telephony Inirasti uoture ! (3.0.0.lie;
3-52
Integrating Cisco Unified Communications Applications (CAPPS] 8.i
2010Cisco Systems. Inc
Installed Plug-ins:
- CUE Voicemail Language Support (Languages global pack) (8.0.0.130) - CUE Voicerrail US English (English language pack) (8.0.0.130)
CUE1H show software versions
Cisco Unity Express version (8.0.0.130)
Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2009 by

Cisco Systems, Components-. Inc,
- CUE Voicemail Language Support version
8.0.0.130
2010Cisco Systems, tnc
-,"D-5 Cisco Unity Express Implementation inCisco Unified Communications Manager Express Environment
Installing Licenses
This section describes how to install Cisco Unity Express licenses.
t*JL i %w-& &*&*<* 7Hh
InsUiilitit;
license i n s t a l l
URL
Install Cisco Unity Express licenses

CUE1# 1]
stall tp.//cue:ciscoei0.1.3.21/POei33939VB 201002231S2

:VNIVR-IVR-SESS.
Installing.. .Feati
License Hots
sful[Supported
Application will evaluate tbia change upon neat reload Installing...Feature-VHIVR-VM-HBX...Successful:Supported

License Note:
Application will evaluate this change upon next reload Installing...Feature:TCV-USER...Successful:Supported

License Note:
Application will evaluate this change upon next reload Installing. . .Feature:VMIVR-PORT. . .Successful Supported
License Note:
Application will evaluate this change upon next reload

4/4 licenaea were successfully installed 0/4 licenses were existing licenses
0/4 licenses were failed to install
downloaded and installed on the Cisco Unity Express system. It is possible to upgrade and
downgrade licenses.
Customers must purchase licenses to use Cisco Unity Express features. These licenses must be
Cisco Unity Express 8.0 licenses are based on the Cisco Software Licensing (CSL) system.
With CSL licenses, the mailbox license count includes both personal mailboxes and General
Delivery Mailboxes (GDMs). The type ofthe mailbox is determined when it is configured. Also, the call agent is no longer specified using licenses and can be configured either as part of
the postinstallation process or during bootup.
Cisco Unity Express software activation enables the various feature sets on adevice using
license keys. There are several types of licenses available.
Permanent licenses are perpetual lhat is. they do not have any usage period that is associated with them. Once permanent licenses are installed, they provide all the permissions that are
needed to access features in the software image. All permanent licenses arcnode-locked and
validated by the licensing infrastructure during software installation and once apermanent
license is installed, it isnot necessary toupgrade for subsequent releases. Cisco manufacturing preinstalls the appropriate permanent license onthe ordered device for the
purchased feature set. No customer interaction with the Cisco Sotiware Activation processes is
required to enable a license on new hardware.
femporary licenses are limited to a specific usage period (for example, 60 days) and an End
User License Agreement must be accepted before they can beactivated.
Other types of licenses include emergency and extension licenses. Evaluation licenses arc temporary and arc used to evaluate a feature that is set on new
hardware. When the lime allowed for an evaluation license isused up, the customer can work
with Cisco Technical Assistance Center (TAC) to obtain an extension license. Extension licenses arc node-locked and valid for a specific period.
3-54
Ifdevice failure occurs, and ifthe replaced device does not have the same licenses as the failed device, to avoid network downtime, customers can use an emergency license (evaluation license) embedded intheir software image, which ensures that needed features can be
configured without requiring alicense key. However, the customer must still accept an End
User License Agreement and must acknowledge that there is a60-day usage limit for this type
of license.
The Cisco Unity Express license system limits the available resources, such as the maximum
number of mailboxes allowed. The following licenses areavailable: mailbox licenses, voice port licenses, and Interactive Voice Response (IVR) licenses.
Install licenses in the following order:

Mailbox licenses Voice Port licenses

IVR licenses
To install the licenses, use the license install command in Cisco Unity Express EXEC mode.
Example: CUE1# license install ftP://cue!ciflcoeiO.1.3.21/FOC133939VS_20100223182
Installing...Feature:VMIVR~IVR-SESS...Successful:Supported
License Note:
Application will evaluate this change upon next reload Installing... Feature :VMIVF-VM-MBX...Successful:Supported
License Note:

Installing. ..Feature:TCV-USER...Successful Supported
License Note;
Application will evaluate this change upon next reload Installing...FeatureiVMIVR-PORT...Successful:Supported

License Note:

4/4 licenses were successfully installed 0/4 licenses were existing licenses 0/4 licenses were failed to install
The installation process does not install duplicate licenses. The following message is displayed
when duplicate licenses are detected:
Installing...Feature:kxx-xxx-xxx...Skipped:Duplicate.
Note
To obtain licenses, gototheCisco Product Licensing Registration Portal, which is located at

http//www. Cisco, com/go/license
i2010 Cisco Systems' Inc.
3"55
Viewing License Status

This section describes how to view Cisco Unity Express license information
.'Wif'HJ
CUE#
show license {all j detail j licenses | status | expiring

evaluation | statistics > file | in-use }
Displays the version of the installed packages and languages

CUE1* Index
show license
Feature:
VMIVR-VM-MBX
8 weeks
Period left:
0 day
In Use
lnde>
License Type: Evaluati License State; Active, License Count: 600 /10
Feature:
VMIVR-1VR-SBSE
License Priority: Low

l a dex
Period left;
License Type:
8 weeks
0 day
Feature:
VKIVR-PORT
Evaluation
Period lefti Lite tine
License State; Active, In use

License Count: 60 /2 License Priority: Low
index
m
License Type:
Peraanen t
3
License State: Active, License Count: 6 /i License Priority: Kedi
Feature:
TCV-USER
Period left: License Type:

EULA
8 weeks 4 days Evaluation
License State: Active. Not in u

not accepted
License Count: 600 /
License Priority: Hone
Use the show license command to display Cisco Unity Express license information. License
information includes the following:
License type: Evaluation. Emergency, Extension, Permanent, or Temporary

Feature: Displays the feature name
Period Left: License period and remaining time

State: Active. E:\pired, or In Use
License Count: Maximum allowed license count and number of licenses used he follow mg is an example output for the show license command:
C!Jin
all deta;i
e v a . j a : -. or.
show license ?
She-a She-a Snow
anew.
iicensc aqent information

; license all infoimation
j nf ormat i on i! cer.e deiail
Shew She* Show

Show Shew
the
list of evaluation 1i censes
cxpiring f eai_ure file

in-use
the list of expiririg license:;

license feature infonnation license file information
tne list of licenses currently marked

the list of permanent licenses icerme statistics information
license status information 1icense udi inormat ion
to another command
permanent
statistics status
Show
Show
Show Shew
udi
ipe output
3-56
>2010Cisco Systems Inc
Configure SIP Triggers for Default Applications: Voice Mail

This section describes the CLI configuration that isrequired tointegrate Cisco Unity Express
with Cisco Unified Communications Manager Express.
Configure SIP Triggers for Default

Applications: Voice Mai!
Configure the directory number thattriggers the voice-mail
process.
Enable voice mail.
Set the maximum concurrent sessions to six, for example.
Cisco Unity Express: ccn trigger sip phonenumber 2500 application "voicemail"
enabled
maxsessiona
end trigger
The administrator mustdefine the SIP triggersthat will invoke Cisco Unity Express
applications such as voicemail and auto-attendant.
This figure shows the Cisco Unity Express CLI commands to configure a trigger that activates
the voice-mail application when the SIP connection called party equals 2590.
The following parameters areconfigured for the SIP trigger:

The telephone number that triggers the application

The application name The maximum number of sessions that are allowed for the application
The maximum sessions cannot exceed the system limit.
Note
3-57
Configure MWI Outcall Directory Numbers

This section describes configuring Cisco Unity Express to use the outcall MWI process
Numbers
* Configure Cisco Unity Express for MWI directory numbers

MWI on and MWI off
Must match MWI directory numbers configured in Cisco Unified Communications ManagerExpress
Cisco Unity Express:
ecu application ciscomwiapplication aa
enabled
maxaessiona
script "setmwi.aef"
parameter "CallControlGroupID" "0" parameter "strMWI_OFF_DN" "2598"

parameter "strMWIONDH" "2599"
end application
The outcall MWI process requires two ephone-dns to bedefined in Cisco Unified
Communications Manager Express. To activate this feature, modify the MWI On and MWI Off parameters, under the ciscomwiapptication application, to reflect the configured directory
numbers. For example:
parameter "str.MWI OFFDN" "2598"

parameter "strMWI ON DN" "2599
To set the MWI notification mechanism, use the mwi sip command in Cisco Unity Express SIP
configuration mode:
mwi sip {outcall | sub-notify | unsolicited}
Only Cisco Unified Communications Manager Express can use the SIP outcall mechanism for generating MWI notifications. Outcall will not work between Cisco Unity Express and a Cisco
Unified Communications Manager system. The ouleall option is available for backward
compatibility. It is recummended that you use either sub-notify or unsolicited for the MWT
notification option.
To use the outcall option, Cisco Unified Communications Manager Express must configure
each ephone-dn that is registered to receive MWI notifications as follows:
ephone-dn 30
number 2598....
mw i on
ephone-dn
number
mwi off
31
2599.,..
3-58
Cont gure MWI Using SIP Notify

This section describes configuring Cisco Unity Express to use the SIP Notify MWI process.
Configure MWI Using SiP Notify

Configure SIP MWI notification for subscribed users or
unsolicited service.
Specify the SIPSubscribe Notify or Unsolicited mechanism.

> Definethe DTMF relay method fortransferring DTMF signals Must match MWI configuration in Cisco Unified
Cisco Unity Express:

ccn subsystem sip
gateway address "10.5.4.1"
mwi sip {sub-notify | unsolicited}

dtmf-relay rtp-nt
end subsystem
To set the MWI notification mechanism, use the mwi sip command in CiscoUnity Express SIP configuration mode: mwi sip {outcall | sub-notify junsolicited}. The mwi sip command has the following options:
The outcall option sends MWI notifications using the SIP outcall mechanism. The sub-notify option sends MWI notifications using the Subscribe Notify mechanism. The unsolicited option sends MWI notifications using the Unsolicited Notify mechanism.
Only Cisco Unified Communications Manager Express can use the SIP outcall mechanism for generating MWI notifications. Outcall will not work between Cisco Unity Express and aCisco
Unified Communications Manager system. The outcall option is available for backward
compatibility. Itisrecommended that you use either sub-notify or unsolicited for the MWI
notification option.
Both Cisco Unified Communications Manager Express andCiscoUnified Communications
Manager in Cisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) mode can use the sub-notify and unsolicited mechanisms for generating MWI notifications. With these
mechanisms, the MWI notifications will reflect the accurate status of messages ina subscriber
voice mailbox.
After an ephone-dn is configured with the sub-notify option, Cisco Unified Communications Manager Express sends a Subscribe message toCisco Unity Express toregister the phone for
MWI notifications. When a new voice message arrives in the voice mailbox for the ephone-dn,
Cisco Unity Express updates the MWI status. IfCisco Unity Express does not receive the Subscribe message forthe ephone-dn, Cisco Unity Express will not update the MWI status
when a new message arrives.
3-59
To use the sub-notify option, Cisco Unified Communications Manager Express must configure
each ephone-dn that isregistered to receive MWI notifications asfollows:
sip-ua
mwi-server ipv4:10.100.9.6 transport udp port 5060

number 2010
ephone-dn 3 5
mwi sip
SIP configuration mode. Administrators may configure more than one option for transferring
DTMF signals. The order in which you configure the options determines their order of
command:
To set the SIP DTMF relay mechanism, use the dtmf-relay command in Cisco Unity Express
preference. To configure more than one signal option, specify them using asingle dtmf-relav
dtmf-rela> |rtp-nte | sub-notify jinfo | sip-notify!
rtp-nte: Uses the media path to relay incoming and outgoing DTMF signals to Cisco Unity
Express.
sub-notify: Uses Subscribe and Notify messages to relay incoming DTMF signals to Cisco
Unity Express, This option is not available for outgoing DTMF signals from Cisco Unity
Express.
info: Uses the Info message to relay outgoing DTMF signals from Cisco Unity Express to
the Cisco IOS SIP gateway.
sip-notify: Uses Unsolicited Notify messages to relay incoming and outgoing DTMF
signals.
To use the rtp-nte option, verify that Cisco Unified Communications Manager Express (or
Cisco IOS SIP gateway) is configured as shown in the following example:
destination-pattern 6700 session protocol sipv2 session target ipv4:10.100.9.6 dtmf-relay rtp-nte
codec g71lulaw
no vad
To use the sip-notify option, verify that Cisco Unified Communications Manager Express (or
Cisco IOS SIP gateway) isconfigured to use Unsolicited Notify for SIP calls, asshown inthe
following example:
destination-pattern 6700 session protocol sipv2
session target ipv4:10.100.9.6
dtmf-relay sip-notify
codec g7llulaw
no vad
3-60
Summary
tummary The Cisco Unity Express service module is a hardware

module installed in the Cisco Unified Communications
Manager Express router, Cisco Unified Communications ManagerExpress uses a SIP dial peer for communication to
Cisco Unity Express.
Each extension might be configured to forward calls to voice mail; for example, Call Forward NoAnswer ofCall Forward
Busy.
1The SIP subscribe mechanism and DTMF relay method must
match between Cisco Unity Express and the SIP MWI

notification server.
This lessondescribed the initial voice mail integration configuration on Cisco Unity Express
and Cisco Unified Communications Manager Express.
References
Software Activation for Cisco UnityExpress7.1 and LaterVersions at:
Imp- www.Cisco.com.enUS/docs/voice_ip_comiTL''unity_exp/rel7_l/Licensing/
CUELicensing_book.html.
Cisco Unity Express 8.0 Installation and Upgrade Guide at;
http; www.ci^co.coriren'US/docs:\,oiceJp_eotnm/unity_cxp/rcl8J)/instaU/install80,httiil.
3-61
CiscoUnity ExpressImplementation in CiscoUnified Communications Manager ExpressEnvironment
3-62
Lesson 3
Configuring the Cisco Unity Express System

Overview
This lesson describes Cisco Unity Express system settings. The configuration ofmailboxes and
distribution lists will be covered. Cisco Unity Express time-based schedules willalsobe
discussed.
Objectives
Upon completing this lesson, you will be able todescribe the Cisco Unity Express system settings. This ability includes being able tomeet these objectives: Describe the general Cisco Unity Express general system settings: mailboxes and
distribution lists
Describe the business hours and holiday settings
Cisco Unity Express General Settings

This topic describes how to configure Cisco Unity Express general settings such as mailboxes
and distribution lists.
{ , %* Ct % 1 j r . ' h i
;S:^
Administrator login is required to configure the Cisco

Unity Express module from the GUI and to run the Cisco Unity Express Initialization Wizard
Cnco Untty ExptM UartkHi 8.0
Cisco UmfieaIVREnpren
AuuwnHunon: Loch
CcoSy.Wm'2IIOS-20IO Alriohrtmvna.
The figure show sthe Cisco Unity Express GUI. The administrator can configure Cisco Unity
Express remotely with web access.
To access the Cisco Unity Lxpress module via GUI, enter the following web address;
http- <Cisco Unity Express IP address>/

Log in using the administrator account credentials
3-64
Integrating Cisco Unifed Communications Applications (CAPPS) v8.0
User Defaults
This section describes the Cisco Unity Express userdefault configuration.
User Defaults
Define the default system policy for adding new users
Password and PINlength, expiry, and random generation

Lockout policy for failed login attempts Permanent, temporary, lockout period
jffijIjEJt
amv
..&_
Uu(D*ta*i
iiNi^îiil^fliiiiSiiSH
.n
_ Ht
>*A*B
*ti*S"pma,
**> a-hi
__ . .
Mumwn^
p-lfiS) - in
*"
Iti CUVK1K-AJI -
~ VhtWw -m * * * s**
->>-^.'-'-
"'
..' . *"*-
The defaults thatare set in theConfigure > User Defaults window take effectwhenthe
administrator creates a user.
Use this procedure to specify the default language and the password orPIN policy for users. This default setof parameters is applied when a new user is created. After configuring defaults in thiswindow, the administrator canchange the password policy for an individual userwhen
adding a new user.
Configuring Password and PIN Options Ifyou chose togenerate passwords and PINs for users automatically, they arc configured in the
following steps:
Step 1 Step 2
Choose Configure > User Defaults. Choose thedefault language from thedrop
down menu.
Configure password and PIN options by performing the following tasks inthe
Password and Pin columns:
(Optional) Select theAuto-generation Policy. Select whether the generation policy will be random or blankby clicking Random or Blank.
(Optional) Click to enable the expiry, in days. The range is 3 to 365.
Select the history depth, in days. The range is 1 to 10.
Select the minimum lengthofthe passwordand PIN.The passwordrange is 3 to

32; the PIN range is 3 to 16.
Cisco Unily Express Implementationin Cisco Unified Communications Manager Express Environment
Configuring Account Lockout Policy 'I oconfigure the Account lockout policy for consecutive failed login attempts, navigate to the Configure >User Defaults window. Choose one ofthe following lockout policy types for the
Password and PIN fields:
Account lockout policy: you can choose from one ofthe following options:
Disable lockout
Permanent
Temporary
Number of attempts for temporary lock: Range is 1to 200 Temporary lockout duration (in minutes): Choose any number
Mavimum number of failed attempts: Range is 1 to 200 Click Apply to save your settings.
3-66
Subscribers Subscribers, or users, can be added inCisco Unity Express using the command-line interface
(CLI) or GUI.
iubscri
CiscoUnity Express subscribers, or users, can be added via

the CLI or GUI.
Users may be associated with a mailbox (optional).

Required to receive personal voice-mail messages Required user attributes are User ID, First name, Last name,
Nickname, and Display name
Optional attributes include Primary extension, Fax number,

and language
User
Each user is normally associated with a mailbox. The mailbox isoptional, but itisrequired if the user isto receive personal voice-mail messages. An example ofauser without a mailbox
could bean administrator (although it may be very useful for the administrator to also have a
mailbox).
Cisco Umty Express users are configured with mandatory and optional parameters. The
mandatory user attributes are as follows:
User ID
First name Last name
Nickname
Display name
3-67
Adding Subscribers
This section describes how to add Cisco Unitv Express subscribers
f E *&."*i 2*~k~ *
.si*. -J"
Navigate to Configure > Users

to add new subscribers
piiî.'w
i Adda (JewUshi
Enter a unique User ID

3 to 32 characters
Enter required parameters Optional parameters include

language and FAX number
Choose random, blank, or specified password and PIN

Mailbox can be created
automatically
Use this procedure to add anew user to Cisco Unity Express. Navigate in Cisco Unity Express
to Configure > Users. The Configure Users window appears. Click Add. The Add a New User window appears, Enter information into the following fields:
User ID: The user ID. The usemame must be at least 3 and no more than 32 characters.
Cisco Unity Express allows only letters, numbers, underscore (_), dot I,.), and dash (-) in
user IDs. User IDs must start with a letter. Do not use spaces inthe usemame,
First Name and Last Name

Nick Name
Displaj Name
Primary Extension and Primary E.164 Number

Fax Number
Language Password options and Password PIN options and PIN
Click Create Mailbox to createa voice mailbox for this new user.
Click Add to save the changes. The Add a New Mailbox window appears. Proceed toAddine a
New Mailbox.
Note
If you selected a random password or PIN, a messageappearswith the new password or

PIN.
3-68
Integrating Cisco Unified Communications Applications (CAPPS) v8 i
User Search
This sectiondescribes the Cisco Unity Express user searchfeature.
User Search
Click the User ID, Display Name, or Primary Extension fields
to sort the user output display.
Use Find to search for users.
T^_
(Users
Configure Users window appears and contains the following fields that can be used as search
criteria:
Use the Cisco Unity Express GUI search feature tofind users. Choose Configure > Users. The
User ID: By default, the system displays users in alphabetical order by user ID. To sort
from A to Z, click User ID.
Display Name: To display the list ofusers in order by display name, click Display Name. Primary Extension: To display the list ofusers in order by primary extension, click
Primary Extension.
Use the dialog box tochange the number ofrows that are displayed per window.
3-69
Mailboxes
This section describes the Cisco Unity Express mailbox types.

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Personal (User) Mailbox: - An individual user may be assigned toan IP phone

connected to the telephone network.
' Amailbox can beassigned to an individual user (owner).
General Delivery Mailbox (GDM):

* One or more people in the company can access a GDM.
* A caller leaves a message in the mailbox.
* Members of the group can log in to the mailbox and retrieve

the message.
- Any membercan delete a message from the GDM.
Two types ofmailbox are available on Cisco Unity Express asfollows:
Personal (User) Mailbox: An individual user may be assigned to a telephone connected to

your telephone network, Ihe administrator can assign a mailbox to an individual user,
General Delivery Mailbox (GDM): One or more people in the company can access a
general delivery mailbox. Acaller leaves a message inthe mailbox, and members ofthe group can log in tothe mailbox and retrieve the message. Any member can delete a
message from the general delivery mailbox. The caller does not know anything about the people who can access the general delivery mailbox. Lor example, acaller may leave a
message for the Sales Team butdoes not know who is a member ofthe Sales Team.
Note
Before configuring a general delivery mailbox, administrators must create a group
3-70
Mailbox Defaults This section describes configuring Cisco Unity Express mailbox defaults.
lailbox Defaults
Specify the default maximum mailbox size, maximum caller

messagesize, and message expiry time. Defaults are applied to new mailboxes when created.
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This figure shows the Voice Mail Defaults configuration window. The default values used depend on the hardware and software (license) used. The default mailbox size isautomatically
calculated with the following formula: existing storage space divided by the number of users.
When creating a mailbox, the defaults that are setinthe VM Defaults window take effect. Use
this procedure to specify the default maximum mailbox size, the maximum caller message size,
and the message expiry time. This default setof parameters isapplied when a new mailbox is
created. Choose Voice Mail > VM Defaults. The Voice Mail VM Defaults window appears.
Enter information into the following fields:
Mailbox Size, in seconds
Maximum Caller Message Size, in seconds Message Expiry Time, in days
Click Apply to save your entries.

Click OK at the prompt.
3-71
Cisco UnityExpress Implementationin Cisco Unilied Communications Manager Express Environment
Adding Mailboxes
This section describes how to add mailboxes to Cisco Unity Express.
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new mailboxes
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1 Use Mailbox Defaults - Associate user with a mailbox

Enable/disable mailbox
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Administrators can add new mailboxes to the Cisco Unity Express system and associate each
mailbox with a user.
Use this procedure to \iewa list of mailboxes inthe system. Choose Voice Mail > Mailboxes. The Voice Mail Mailboxes window appears and contains the following fields: Mailbox Owner (User Group ID): By default, the system displays mailboxes in
alphabetical orderby owner. To display a listof owners from Z to A, click Mailbox
Owner
Primary extension: To display a list ofmailboxes in order by primary owner extension,

click Primary Extension.
Mailbox tjpe: To display a list of mailboxes by mailbox type, click Mailbox Type. Description: To display a list ofmailboxes inorder by description, click Description.
Use thisprocedure to adda new personal or general delivery mailbox; Choose Voice Mail > Mailboxes, The Voice Mail Mailboxes windowappears.
Click Add. I he Add a New Mailbox windowappears.
Enter the appropriate infonnation in the following fields in the Add a New Mailbox window:
Owner (use the Find window to search for an owner)

Description ofthe mailbox
AnnouncementOnly (cannot take messages)

Mailbox Size
3-72
Maximum Caller Message Size

Message Lxpiry Time
;2010 Cisco Systems, Inc
Integrating Cisco Unified Communications Applications (CAPPS) v6.i
Play Tutorial
Allow Login Without PIN (this feature is enabled only for personal mailboxes and isnot
selectable for a GDM).
Enabled indicates that the mailbox will be activated immediately. Unchecking this check
box deactivates the mailbox.
Fax enabled
Enable notification for this user/group
Occasionally, a mailbox becomes locked, and the owner cannot access the stored messages, A "mailbox iscurrently inuse" message is typically played when a user tries to access a mailbox
that is locked. Use the following procedure to unlock a mailbox:
Stepl
Choose Voice Mail > Mailboxes. The Voice Mail Mailboxes window appears.
Click the box next to the mailbox that you want to unlock.
To unlock the mailbox, click Unlock.
At the prompt, click Yes tounlock the mailbox. The Voice Mail Mailboxes window
reappears with the mailbox unlocked. Alternately, administrators can adda new mailbox from the Configuring Users or Configuring
Groups windows.
Note
Adding GDMs
This section describes how toadd GDMs to Cisco Unity Express.
^Jull
Add a new group

Associate with a
mailbox
Configuring one or more groups isoptional. Many businesses lind that having amailbox for a group, called a GDM. is very convenient. Members ofa group can retrieve voice messages that are left in the GDM. For example, a Customer Service mailbox could be configured toreceive messages from customers, and anyone that is assigned to the Customer Service group could
retrieve the messages.
Members of the GDM can be individual users orother groups:

Individual users also have their individual mailboxes,
Groups thatarc members of another group have theirownmailboxes.
Use this procedure to add a new user group. Choose Configure >Groups. The Configure Groups window appears. Click Add. The Add a New Group window appears. Enter
information into the following fields:
Group ID
Full name
Description: The word "group" is automatically added to the Group ID entry. The
administrator can add more text to this description.
Primary Extension for the group GDM

Primary rM64 Number
Fax Number
(heck the Enable notification for this user/group check box.
3-74
Check the required boxes for capabilities orprivileges toassign tothe group. These
privileges include the following preconfigured privileges, as well as any privileges that you
have created and customized:
Superuser
Administration via Telephone (AvT) capability
Voice-mail Broadcaster capability, local,and network

Voice-mail Broadcaster capability, local
Integrated Messaging Public list manager capability
Private list viewer capability
Historical reporting viewer
Real-Time Reporting viewer
3"75 CiscoUnity ExpressImplementation in Cisco Unified Communications Manager ExpressEnvironment
Voice Mail Application Configuration

This section describes how to configure Cisco Unity Express voice mail application settings.
Voice Mail > VM
Configuration
* Configure voice mail application settings " Define system policies such as promptlanguage
and business
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You can also configure voice mail application settings. Choose Voice Mail > VM Configuration. The Voice Mail VM Configuration window appears. The voice mail
application configuration includes the following fields: Maximum voice message store: The length of time, in minutes, for which voice-mail
storage is available for the entire system. The maximum number ofmailboxes that your
system can create determines how many minutes of voice-mail messages can bestored at a given time. The type ofhardware also limits the maximum voice message store; for
example, the advanced integration module generation 2 (AIM2)has a maximum of 840 minutes. The Cisco Integrated Services Routermaximum is 3600 minutes. The network module enhanced (NME) maximum is 1800 minutes, and the service module maximum is
36,000 minutes.
Maximum subscriber recording si/e: Maximum size, in seconds, ofa message that can be left by acaller in the voice-mail system. This default value is assigned by the system to
a newly createduser. When this limit is reached, the caller is notified that no more time is
available fur the message orthat the mailbox is full. The caller hears prompts to listen to
the message, to rerecord the message, or to send the message,
Maximum broadcast message size: Maximum duration, in seconds, of a broadcast message that can be sent by a caller in ihe voice-mail system. The default value is 5
minutes and the maximum value is ! hour.
Broadcast message expiry time: Time, indays, for a broadcast message to remain active
on the system. Prompt Language
>
Use MWI for Broadcast messages

Play caller ID for external callers
3-76
Non-subscriber Delivery Restriction Table Live Reply Restriction Table.

Live Record Pilot Number.
2010CiscoSystems, Inc
J~" Cisco Unity Express Implementation in Cisco Unified Communications ManagerExpress Environment
Distribution Lists
Distribution lists allow subscribers to send avoice-mail message to multiple recipients at the same time. The sender can send voice messages to distribution lists only on the local system. The sender cannot address avoice message to adistribution list on aremote system.
Use public and private distribution lists to send a voice-mail message to more than one user at the
same time. List members can include:
- Users
- Groups
- General delivery mailboxes

1 Other public lists Other private lists
Cisco Unity
Express
Cisco Unity Express supports the following two types ofdistributions lists:
Public distribution lists Private distribution lists
Distribution list members can be any combination ofthe following:

Users
Members can be added to the distribution list. Each member is avoice-mail message recipient.
Groups
General delivery mailboxes
Other public or private lists
Apublic list member can be another public list but may not be a private list. Aprivate list member can be any public list and may be another private list that is owned by the same
subscriber.
When a subscriber addresses avoice message to a public or private distribution list, the system verifies that the list has members. Ifthe list is empty, the system plays a prompt indicating that the list contains no members and does not allow the list to be used as a recipient ofthe
message.
Recursive distribution lists are permitted. For example, list Acan be a member of list B. and
list R can be a member of list A.
3-78
32010 Cisco Syslems, Inc
Public Distribution Lists

This section describes how to add public distribution lists in Cisco Unity Express.
Public Distribution Lists Add public distribution lists and define the directory number
- voice Mail > Distribution Lists > Public Lists
Maximum 25 public distribution lists

Maximum 1000 members or owners across all public
distribution lists
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Depending on the configuration, Cisco Unity Express supports up to a maximum of25 public
distribution lists and a total of 1000 members or owners across all of these public distribution lists. Youmust be a member ofthe administrators group or a member of a group withpublic
list manager capability to add a distribution list.
To add a distribution list, perform the following procedure.
Choose Voice Mail > Distribution Lists > PublicLists. The Voice Mail Distribution Lists
Public Lists window appears. Click Add. The Add a Public Distribution List window appears.
Enter the appropriate information into the following fields:
Name: List name,
Number: Number ofthe distribution list. This number must be unique among the list of
public distribution lists and cannot be longer than 15 digits.

Description {optional)
Click Add and proceed to Adding Members to a Distribution List.

A distribution list is used to send a voice-mail message to multiple users at the same time. Any
voice-mail useron the system can senda message using a public distribution list.
Note It is not possible to modify the default public distribution list named "everyone," which
contains all users in the system.
Distribution List Owners

This section describes how to add distribution list owners.
Define distribution list owners. A list owner can be either a

local user or a group.
Owners are responsible for maintaining membership of the

list and can add and delete new members. Use Find to search existing users&i&:îSB,
| Public List - sales hst
Distribution lists owners are responsible for maintaining the membership ofthe list and can add
and delete new members. Cisco Unity Express supports up to a maximum of 1000 members
and owners across all public distribution lists.
Alist owner can be either an individual local user, or agroup. Ifa list is owned by agroup, all
members of that group are owners ofthe list.
Members ofthe Administrators group are implicit owners ofall public distribution lists. Ifail
the owners ofa list are deleted, the Administrator group continues to have ownership ofthe list.
A list owner does not have to be a member of that list.
The "everyone" list cannot ha\e an owner.
To view ot modify the listdistribution owners, navigate to Voice Mail > Distribution Lisls >
Public Lists, select the required list, then select Owners. Search for an owner by one ofthe
following criteria:
User ID
Name
Description
Number
Note
You must be a member of the administratorsgroup or an owner of a list to be able to add

owners to it.
Integrating Cisco Unified Communicalions Applications (CAPPS) v8 i

This section describes how to add distribution list members.

Define distribution list members to receive messages.
Members can save, delete, and listen to mailbox messages.
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To view ormodify the distribution list members, select Voice Mail >Distribution Lists and
choose Public Lists. Selectthe required list, and then select Members.
Users can only add members totheir own private distribution lists ortopublic distribution lists
that they own.
Add each member by voice-mail mailbox number. Enter the exact voice-mail mailbox number
and click Find.
Search for a member to add by selecting one ofthe following:

User ID Name
Description
Number
3-81
Cisco Unity ExpressImplemenlation inCiscoUnified Communications Manager ExpressEnvironment
1his section describes how to add private distribution lists in Cisco Unity Express.
nvuU: UiaiiibuttuM Lists

Define private distribution lists and add members.
Cisco Unity Express supports private distribution lists. Any local subscriber can create private distribution lists that are accessible only to that subscriber. The following limits apply to private
distribution lists:
The maximum number of lists a local subscriber can create is five
The sum ofall members in all private lists that are owned by a subscriber is 50. The
Member Count is displayed in the My Private Lists window. Theowner of a private distribution listis the local subscriber who created it.
Ihe owner of a private list cannot bechanged.
To add a private distribution list, choose Voice Mail >Distribution Lists >My Private Lists.
Click Add. Enter information intothe following fields:
Name: List name
Number: Number ofthe distribution list. This number must be unique among the list of
public distribution lists.
Description (optional)
Click Add, Click the name of the list to add members to the distribution list.
3-82
Integrating Cisco Unified Communications Applications fCAPPS] v8.0
Control Panel
This sectiondescribes the CiscoUnity Express ControlPanel.
Control Panel
Use the Control Panel to save configuration changes or reload Cisco Unity Express
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Use this procedure to save the Cisco Unity Express configuration:

Navigate to Administration > Control Panel.
Click Save Configuration. Click OK at the prompt.
Use the following procedure to reloadCisco Unity Express:
(Optional) Click Save Configuration. Click OK at theprompt.
Click Reload Cisco Unity Express. Adialog box appears warning you that reloading the
system will terminate all end-user sessions and that any unsaved configuration data will be
lost.
Click OK or Cancel to complete the task.
I 2010 Cisco Systems, Inc.
3-83
CiscoUnity ExpressImplementation in CiscoUnified Communicalions Manager ExpressEnvironment
Cisco Unity Express Time and Schedules

This topic describes the Cisco Unity Express time-based schedules.
" Cisco Unity Express supports business hours and holiday

schedules.
* Business hours schedulesare based on the days and times

of the week when the company is open for business.
Holiday schedules arebased onthedays when thecompany

is closed for holidays.
- Applications can be configured to use Holiday and Business

Hours schedules
> Callers receive different prompts during a defined schedule

period
For example, holidayPrompt during a Holiday schedule
arc based on the days and times ofthe week when the company is open for business. Holiday schedules are based on the days when the company is closed for holidays. Cisco Unity Express applications, such as Cisco Unity Express AutoAttendant, can be configured to use holiday and
business hours schedules.
Cisco Unity Express supports business hours and holiday schedules. Business hours schedules
determine the open and closed hours for the business. Callers receive different prompts during
defined schedules. For example, the following prompts can bereceived:
play dining normal working hours.
The auto-attendant is configured with the name ofthe business schedule that the system uses to
The wclcomcPrompt is the message that the caller hears when the auto-attendant begins to The holidayPrompt is the name ofthe .wav file containing the message that the caller hears
after the welcome prompt if the current day isa holiday.
3-84

This sectiondescribes how to add new businesshours schedules in Cisco Unity Express.

Add a new business hours schedule
- System > Business Hours settings Schedule can be based on an existing schedule or created
as a new schedule
Enter a unique schedule name - Names cannot contain spaces
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Cisco Unity Express administrators can add, modify, ordelete business hours schedules containing the days and times oftheweek when the company is open for business. Navigate to System > Business Hours Settings to display or modify a business hours
schedule.
Administrators must enter a unique name for each new business hours schedule. Business hours
schedule names cannot contain spaces. A new business hours schedule can be created as a new
schedule or it can be based on an existing schedule.
3-85
Cisco Unity ExpressImplemenlation inCiscoUnified Communications Manager ExpressEnvironment
Configure Business Hours

This section describes how to define the business hours in a business hours schedule.
onfiQure oubiim&s Hours 1 Click time blocks to set business hours (open or closed)
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Choose System > Business Hours Settings to display ormodify a Business Ilours Schedule. Select the Business Hours Schedule toview or modify from the drop-down list.
Click the box for each half-hour increment to check or unchcek it:
Agray box indicates that the business isclosed during that time period. A checked box indicates that the business is open.
existing
Repeat for each day ofthe week. The Copy Schedule button canbe used to c copy an
time schedule
Click Apply to save your changes.
3-86
Integrating Cisco Unified Communications Applications fCAPPS] v80
Holiday Schedules
This section describes how to add new holiday schedules in Cisco Unity Express.
Holiday Schedules
Navigate to the System > Holiday Settings menu to add Cisco Unity Express schedules when the company is closed
for holidays.
Reuse existing schedules each year.
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Cisco Unity Express administrators can add ordelete schedules ofdays when the company is
closed for holidays.
Choose System > Holiday Settings. TheSystem Holiday Settings window appears and
contains holiday settings for the current year.
Choose the year for which youwant to display the listof holidays from thedrop-down list, or choose All Holidays to display allyears. The listof holidays shows thedate and description of
each holiday.
Tocopy a holiday from one calendar year to another, configure holidays fortheyear and
choose Copy All to Next Year.
J2010 Cisco Systems, Inc.
3-87
Time Configuration
1his section describes how toconfigure Cisco Unity Express time settings.
me Configuration Add a Network Time Protocol server (NTP) to ensure voice

messages and system processes are identified with the
correct date and time.
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Cisco Unity Express administrators should ensure that voice messages and system processes
are identified with the correct day and time. Use a Network Time Protocol (NTP) server and
specify the correct time 7one. The following parameters are required to ensure that Cisco Unity
Express uses the correct day and tunc:
Current day and time
Time zone for company or branch location

NTP server address
Select System > Network Time & Time Zone Settings to add an NTP server. The Network
Time &Time Zone Settings window appears. A list ofNTP servers isdisplayed inthe NTP Servers field. To add another NTP server, perform the following steps:
Click Add.
Enter the hostname or IP address for the NTP server.
Check Make thisthe preferred server check box to make it the primary NTP server.
Click Add auain.
integrating Cisco Unified Communicalions Applications(CAPPS| v8.0
To change the time zone, select System > Network Time & Time Zone Settings. The Network Time & Time Zone Settings window appears. Perform the following steps:
Use the drop-down menus to select the Country and Time Zone.
To activate the changes, click Apply.
Click OK.
Note
Reload the Cisco Unity Express software after any NTP changes to ensure that the server
information is updated.
3-69 Cisco Unity Express Implementation in Cisco Unified Communications Manager Express Environment
Summary
This topic summarizes the key poinis that were discussed in this lesson.
Cisco Unity Express distribution lists can be used the send messages to users or groups of users. Voice mail messages are delivered to persona) mailboxes General delivery mailbox members must log into the mailbox to retrieve
messages.
By defining holiday or business hours schedules, Cisco Unity

Express administrators can ensure that callers receive the
appropriate prompts based on the working environment and opening hours. A Network Time Protocol server is recommended to ensure that CiscoUnity Express uses the
correct date and time.
The lesson described how to configure Cisco Unity Express general settings such as mailboxes
and time-based erecting schedules.
Lesson 4
Configuring Cisco Unity
Express Users
Overview
Voice-mail users are added to the Cisco Unity Express system and assigned at least one
mailbox. Each user account is configured with different characteristics; for example, an account may be configured to notify a cell phone when an urgent voice-mail message arrives. This
lesson describes how to manage Cisco Unity Express user accounts.
Objectives
Upon completing this lesson, you will be able to describe user account management options, user-related configuration elements including account policies, and subscriber classes of service. This ability includes being able to meet these objectives:
Explain how to import subscribers from Cisco Unified Communications Manager and
Describe Cisco Unity Express mailboxes
Describe the Message Notification feature in Cisco Unity Express and how to restrict it
Describe Cisco Unity Express class of service and the user rights, which can be assigned to
subscribers
Describe the Cisco Unity Express VoiceView Express feature

Describe the Cisco Unity Express IMAP Messaging feature
Importing Cisco Unity Express Subscribers

This topic describes how to import users from Cisco Unified Communications Manager or CiscoUnified Communications Manager Express into the Cisco Unity Express database.
User import Overview

Users, or subscribers, configured in Cisco Unified Communications Manager (Express) can be imported
to the Cisco Unity Express database.
" Configure the host system Import users from the host system.
Cisco Unity
Express
Cisco Unified
Communications
Manager
Users, or subscribers, that are configured in Cisco Unified Communications Manager Express or Cisco Unified Communications Manager can be imported into the Cisco Unity Express database. To import users into Cisco Unity Express, the administrator must first configure the host system (Cisco Unified Communications Manager Express or Cisco Unified Communications Manager), and then import users from the host system.
Cisco Unity Express does not automatically synchronize its database with the Cisco Unified Communications Manager database. If a subscriber defined in Cisco Unity Express must be in the Cisco Unified Communications Manager database, define the subscriber in Cisco Unified
Communicalions Manager.
To synchronize the Cisco Unity Express and Cisco Unified Communications Manager Express databases, use the Cisco Unity Express GUI option Administration > Synchronize
Information.
Note
When changing a Cisco Unified Communications Manager Express user password on Cisco
Unity Express with Configure > Users, the password for that user is also updated on Cisco Unified Communications Manager Express. However, the reverse is not true. A user
password that is changed on Cisco Unified Communications Manager Express will not be
updated to Cisco Unity Express.
3-92
Host System Setup

This sectiondescribes how to configure the CiscoUnifiedCommunications Manageror Cisco Unified Communications ManagerExpress host system from users will be imported.
Host System Setup

Define the Cisco Unified Communications Manager or Cisco Untfied Communications Manager Web Administrator usemame. Configure > Call Manager
On Cisco Unified Communications Manager, activate Cisco
AXL Web service
Verify and
Reload After
Changing
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Login
The Cisco Unity Express user import feature requires a login to access the host system. The Cisco Unity Express host system login configuration must match the host system configuration. The required login for the host system is as follows:
Cisco Unified Communications Manager Java Telephony Application Programming Interface (JTAPI) user and web user login
Cisco Unified Communications Manager Express web administrator user login
Before configuring Cisco Unity Express to import users from Cisco Unified Communications Manager, verify that the Cisco Unified Communications Manager Administrative XML (AXL) service is active. Go to the Cisco Unified Communications Manager Serviceability window,
and choose Tools > Service Activation. Look for the Cisco AXL Web service.
AXL SOAP protocol provides an application programming interface (API) that applications use
to read from or write to the Cisco Unified Communications Manager database.
Note Any change to the JTAPI provider on Cisco Unified Communications Manager requires a reload of Cisco Unity Express. The administrator must save the Cisco Unity Express configuration and reload for the changes to take effect.
Use the following procedure to configure Cisco Unity Express with a Cisco Unified Communications Manager host system: Choose Configure > Call Manager. The Configure Cisco CallManager window appears.
Enter the information in the following fields:
Primary CallManager: IP address or hostname ofthe primary Cisco Unified

Communications Manager system.
3-93
Secondary CallManager: IP address or hostname ofthe first alternate Cisco Communications Manager system. Tertiary CallManager: IP address or hostname ofthe second alternate Cisco Unified Communications Manager system.
Web User Name: Usemame to log in to the Cisco UnifiedCommunications

Manager system.
Web Password: Password to log in to the Cisco Unified Communications Manager

system.
JTAPI User Name and JTAPI Password
Click Apply to save the information.
Click Verify to test the connection between Cisco Unified Communications Manager and
Click Reload Unity Express to reload the software after you make configuration changes.
The next task is importing users.
'the sameprocedure is used to configure Cisco Unity Express with a Cisco Unified Communications Manager Express host system, but without the JTAPI userlogin information.
3-94
Importing Users
This section describes how to import users into the Cisco Unity Express database.
Importing Users
Navigate to Configure > Users > Import to import users from Cisco Unified Communications Manager (Express).
Enter a maximum of 200 user IDs. Use Find to search. CdMjnaasrUsa Search
Use the following procedure to select a user to import:
Tip
Choose Configure > Users > Import. The Import CallManager Users window appears. Click Find. The CallManager User Search window appears.
Specify User IDs in the field, separated by a space, comma, or a new line.
You can enter a maximum of 200 user IDs.
Click Find. The Search Results window appears with the results listed. Administrators can
view or hide details ofthe search.
Subscribers that are found in the search can be imported into the Cisco Unity Express database. The administrator can select individual user IDs or import all users in the search window. During the import, there is an option to create a mailbox for the imported
subscriber.
Note
The administrator must first configure the Cisco Unified Communications Manager Web
Administrator Usemame.
Cisco Unity Express Mailboxes

This topic describes Cisco Unity Express mailboxes.
Amailboxis associated ^ _ ^
with a user
By administrator
Configure mailbox settings
Or use defaults
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Allow login without PIN

Enable mailbox
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The administrator can manage Cisco Unity Express mailboxes by navigating to the Voice Mail > Mailboxes window. Each mailbox is associated with a user. A single user may have more than one associated mailbox; for example, a personal mailbox and a group mailbox such as the mailbox assigned to the Sales Group.
New mailboxes inherit the default mailbox settings (Voice Mail > VM Defaults) or can be configured with individual mailbox settings:
Mailbox Size
Maximum Caller Message Size

Message Expiry Time
Additional mailbox settings include the Play Tutorial option for new users, the Allow Eogin
Without PIN option, and Enabled to enable the mailbox.
To manage mailboxes, na\igate to the Voice Mail > Mailboxes window. The following fields can be used to seleci the window display output:
Mailbox Owner (user or group ID): By default, the system displays mailboxes in alphabetical order by owner. To display a list of owners from Z to A. click User ID. Primary Extension: To display a list of mailboxes in order by primary owner extension, click Primary Extension. Mailbox Tjpe: To display a list of mailboxes by mailbox type, click Mailbox Type.
Description: To display a list of mailboxes in order by description, click Description,
User GUI Access

This section describes how individual users can access the Cisco Unity Express database to manage personal mailbox settings.
User GUI Access

The User GUI provides user access to mailbox settings such as notification devices and private distribution lists. Personal and Group Distribution Mailbox User login required
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Individual users can access the Cisco Unity Express database to manage personal mailbox settings. The User GUI provides user access to mailbox settings as follows: Greetings
Notification Devices
Private Lists: Personal and Group Distribution Mailbox

Caller Input: The user can manage the caller input actions for their own mailbox
Preferences
A user login is required to access the User GUI. This password is created by the Cisco Unity Express administrator (Configure > Users). Users can access the User GUI using the following
web page:
http:/<'<ipaddress>/user
https://<ip address>.'user
3-97
User Mailbox Greeting Management

This section describes how userscan accessthe User GUI Greetings windowto managetheir
mailbox greetings.
Users can record and manage their mailbox greetings Activate greetings or specify greeting start/stop time
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The User GUI Greetings window allows users to record and manage their mailbox greetings.
Users can activate greetings or specify greeting start and stop times. The example nhows User GUI access to the Greetings window for user jjones. User jjones can manage greetings for the following two mailboxes:
Personal mailbox jjones
General Delivery Mailbox Sales
The following greetings can be managed by each user:

Standard Closed
Internal Busv
dditionally. any ofthe following greetings can be used:

Alternate
Meeting
Vacation
Extended Absence
User Caller Input Management

This section describes how users can manage caller input options using the User GUI.
User Caller Input Management

Configurable caller input
User can specify actions for each key
Actions include Cttor Input
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Transfer to Operator,
Transfer to
Extension, Repeat Greeting, or Skip

Greeting
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For each mailbox, the mailbox owner or system administrator can assign actions to the telephone keys for caller input. This feature allows actions to be defined on a per-user basis. The Cisco Unity- Express Configure > Privilege window can be used to configure administrator privileges. The privilege level can be used to permit or restrict access to the Cisco Unity Express administrative functions for each administrator login; for example, the ability for an administrator to configure the Caller Input.
Each subscriber in Cisco Unity Express can manage the Caller Input actions for their associated extensions. Caller Input actions include the following:
Ignore caller input
Transfer the call to another number
Transfer to Operator
Skip the greeting
Repeat the greeting Play Goodbye
Subscnber Sign-in
)2010Cisco Systems, Inc
User Preferences
This section describes the User Preferences window.
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preferences
User can record,
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play, or upload the
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or PIN
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The User Preferences window allows each subscriber to configure preferences for their own mailboxes. These preferences are the following: Record, play, or upload the spoken name sound tile.
Change password.
Change PIN.
Modify the Display Name. Specify the mailbox Language.
3-100
Message Notification
This section describes the Cisco Unity Express Message Notification feature.
lessage Notification Overview

Message Notification overview:
- May be set on a subscriberorgroup maHbox
Is disabled by default The following devices may be notified: Cel phone Home phone Work phone
Numeric pager Text pager

Email
The notification profile coniams:
Device types
Phone numbers
Email address Notification schedule
- Notification preferences
Cisco Unity Express provides several optionsfor notifyingsubscribers of new messages in their voice mailboxes. The system generates notifications for all types of messages, including the
following:

Nondelivery receipts (NDRs) Delayed delivery receipts (DDRs)

Broadcast messages Live recorded messages
Existing messages that are marked as new do not generate notifications.
The system generates a notification when a new voice-mail messagearrives in a mailbox of a

subscriber.
The administrator can set the type of messages for which notifications will be sent: all messages or urgent messages. Urgent is the default. The administrator can change the
preference for specific subscribers or groups to a value otherthan the systemwide setting.
Message notifications can be sent to the following devices:
Cell phone
Home phone Work phone Numeric pager

Text pager
Email
3101
2010 Cisco Syslems, Inc.
Cisco Unity Express Implemenlation inCiscoUnified Communications Manager ExpressEnvironment
Each device has a configurable schedule during which notifications can be received. The subscriber can disable notification or prevent log in to the mailbox during the notification period for phone devices (work phone, home phone, and cell phone).
Cisco Unity Express provides a default notification profile for each subscriber and group that has a voice mailbox. Each subscriber or group can have one or more ofthe supported devices that are configured in the notification profile. After the profile infonnation is configured, the subscriber or group will receive message notifications. A notification profile contains the onfiguration settings for each subscriber or group as follows: Device types
Phone numbers Email address
Notification schedule
Notification preferences
Note
The default profile name is vm-notif-profile. This name cannot be changed or deleted.
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Configuring Message Notification

This section describes how to configure message notification for each user.
Configuring Message Notification

Define message notification devices for each user. - Configure > Users
Timed Cascading provides notification to other users or groups.

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Use the following procedure to configure message notification for a user:
Choose Configure > Users. The Configure Users windowappears.

Click Find. The following fields appear Click the required user ID
Click Notification
Select the required device typeto configure the message notification settings suchas telephone
number or email address.
For Cisco Unity Express to send message notifications to external telephonydevices, such as a cell phone or home telephone, the integrated CiscoUnified Communications Manager Express voice-mail solution must beconfigured forpublic switched telephone network (PSTN) access.
The Cascading Settings allow additional message notifications to besent after a configured time delay to a widening circle of recipients. Forexample, notify jjones,after5 minutes notify
fbloggs, after 10 minutes notifythe SalesGroup.
Note
Notifications for emaii and text pager devices are sent using the Simple Mail Transfer Protocol (SMTP). For email and text pager notifications,configure the External SMTP Server
on the System > SMTP Settings window.
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Configuring Message Notification Schedule

A separate message notification schedule is configured for each notification device.
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Configure separate time schedules for each notification

device for each user
Click time periods to enable or disable
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A separate messagenotification schedule is configured for each notification device for each
user in the menu Configure > User.
The administrator can set a schedule that activates the notification feature for a specific device. Time slots are available 24 hours a day for any day ofthe week in half-hour increments. The administrator can click each time period check box to enable or disable time periods. The default schedule is Monday through Friday, 8:00 a.m. (0800) to 5:00 p.m. (1700).
When a subscriber or General Delivery Mailbox receives a new voice message, the system
checks whether message notification is enabled for that mailbox. If notification is enabled, the
system checks for an enabled device and thenotification schedule for that device. If the system
finds an enabled device with permission to receive the notification at the time the message is received, the system sends the notification to the device.
Each notification device will recei\ c a notification message. The handling ot the message
notification depends on the device type. For example:
To notify a phone device, the Cisco Unity Express system calls the configured phone number. The subscriber answers the call and is presented with the option to log in to the mailbox. If the subscriber does not answer the call after the configured number of seconds, or if the device is busy,the system disconnects the call and does not retry callingthe
subscriber.
To notify an email device, the system sends an email message to the configured email
address for each new message received.
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Integrating Cisco Unified Communications Applications (CAPPS} v8 0
Subscriber Notification Management

The administrator can enable or disable message notification for each subscriber.
Subscriber Notification Management

Enable or disable notification for selected subscribers
Voice Mail > Message Notification > Subscriber Notification Management
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Sometimes the administrator may wish to disable or enable themessage notification feature on
a per-subscriber basis. Use the following procedure to enable or disable notification for selected
subscribers:
Choose Voice Mail >Message Notification >Subscriber Notification Management.

If the subscribers forwhich youwantto configure notification are not listed, click Find and enter the User or Group ID. Use the asterisk (*)forwildcard searching. If the subscnbers are listed, check the boxnextto theiruseror group ID andclick Enable Notification or Disable Notification. The UserProfile window appears with the
Notification Tab active.
A listof notification devices is displayed. Click the box next to specific devices to enable
or disable them.
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Notification Administration
This section describes the Notification Administration window.
o tiff cation Administration
Configure systemwide message notification parameters such as Enable Cascading Notifications and systemwide for Urgent Messages Voice Mail > Message Notification > Notification
Administration
Specify text to prepend to email notifications

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Define call failed timeout

12 to 96 seconds Select restriction table
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Administrators can configure systemwide message notification parameters using the Notification Administration window. Use the following procedure to configure systemwidc
message notification parameters:
Nawgate to Voice Mail > Message Notification > Notification Administration. The
Notification Configuration window appears.
Check Enable systemwide notification for and choose one ofthe following message
notification types from the drop-down list:
Urgent Messages: Notifications are only sentfor voice-mail messages marked

"urgent" by the sender.
All Messages: Notifications are sent for all voice-mail messages.
Check the Allow user to login to voicemail to retrieve voicemail when notification
de\ice is notified check box.
Check the Attach message lo outgoing email notification check box to send voice messages as .wav file attachments to email notification messages.
Select additional notification parameters:
Click Enable Cascading Notifications if desired.

Enter the number of seconds after which a call is considered failed in the If phone is
not answered, hang up after field. The range is 12 lo 96.

Choose a restriction tabic name from the Restriction Table Name drop-down
menu.
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Integrating Cisco Unified Communications Applications (CAPPS)v8 i
Restriction Tables Restriction tables control the phone numbers that subscribers can use toaccess features such as
message notification.
Restriction Tables
Restriction tables control the
phone numbers that

subscribers can use to access
features such as message

notification.
RMMdion Tabt
- System > Restriction

Tables
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Use to prevent the use of long

distance or international
numbers
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Define permitted or denied Call

Patterns
Wildcard
0 or more digits(*) Single digit (.)
All patterns are permitted by

default.
These restrictions are available only for phone devices andnumeric pagers. The system checks the restriction table when the subscriber is assigning phonenumbers to phone devices (such as
a cell phone, home phone, orwork phone), toa numeric pager, and before making an outcall. If
restricted, notification calls will not be made to that number.
The table applies to all subscribers and groups onthe system. Atypical use of this table isto prevent the use oflong distance or international numbers for a message notification. All phone numbers can beused in the default restriction table.
Administrators can configure call restriction tables using the following procedure:

Navigate to System > Restriction Tables. Choose the Restriction Table Name from the drop-down list, or add a new restriction
table to the list.
Choose the Minimum Digits Allowed. The range is 1-30. The default is 1. Choose the Maximum Digits Allowed. The range is 1 30. The default is 30.
Enter the Call Pattern in the field that is located at the bottom ofthe screen. Valid patterns
can include digits 0 to 9, asterisk (*), and dot (.). The * indicates a match of zero or more digits. Each dot servesas a placeholder for one digit.
Choose whether the call partem is to be allowed in therestriction tableby clicking Yes or
No, Click Add to save.
The pattern can be moved up ordown in thelistto specify the order ofthe patterns to be
matched.
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The following features use restriction tables to restrictaccess:

Fax
Live reply Message notification
Nonsubscriber message delivery

Caller call tlow customisation
Ihe example shows a restriction table called msg-notification. The example assumes that a PSTN access code 9is used. The restriction table is configured with the following:
All numbers starting 408555 are permitted.

Numbers starting with area code 408 are denied.
Note
The sequence ofthese two patterns is important. The reverse sequence does not achieve
the same result
International numbers (901 1) arc denied. All other numbers arc allowed (*).
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Class of Service
This topic describes class ofservice features, such as user privileges, in Cisco Unity Express.
Privilege Levels
Privilege levels provide different access rights to user groups.
For example:
- Administrators may have full access to Cisco Unity

Express GUI menus.
Departmental managers may have access to manage

attributes such as user account password and PIN.
I can only change user
account attributes
Manager
Cisco Unity Express privilege levels provide different access rights touser groups. Default privilege levels are provided by the system, ornew privilege levels can be created. Privilege levels can be assigned touser groups. This assignment provides different access rights
to user groups.
For example, managers may need access tocreate, modify, and delete user accounts. The administrator group may have full access toCisco Unity Express GUI menus. Departmental manaeers. however, may have access tomanage attributes such asuser account password and PIN. ~
3-109
Privileges
This section describes how to configure the Cisco Unity Express privileges.
'rivileges
Privilege levels are assigned to a group. All group members are granted the group privilege rights. Use or change predefined privileges.
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superuser privilege
Add new privileges.

Administrators can add
or delete the
operations allowed by
each privilege.
Configure > Privileges
Navigate to the Configure >Privileges window to view existing privileges.
Privilege levels are assigned to agroup, and any member ofthe group is granted the privilege rights. The software initialization process created an Administrator group from the imported
subscribers that are designated asadministrators. Other groups can be created with these
privileges. To assign subscribers to an existing group, use the CLI commands or navigate in the
GUI to Configure > Users.
Cisco Unity Express software recognizes these privileges for subscribers:
Superuser: The superuser privilege permits subscribers to log in to the Cisco Unity Express GUI as an administrator. Additionally, itpennits subscribers to record spoken
names for remote subscribers and locations through Administration via Telephone (AvT).
ManagePrompts: The prompt management subscriber hasaccess to the AvTbut not to
any other administrative functions.
Broadcast: The broadcast privilege permits the subscriber to send broadcast messages
across the network.
Local-broadcast: The local-broadcast privilege permits subscribers to send broadcast

messages only to subscribers on the local network.
ManagePubMcList: The ManagePublicList privilege permits the subscriber to create and

modify public distribution lists.
ViewPrivateList: The ViewPrivateList privilege allows the subscriber to view the private distribution lists ofanother subscriber. The subscriber cannot modify ordelete the private
lists.
ViewKealTimeKeports: The ViewRcalTimeReports privilege pennits the subscriber to

view Real-lime Reports.
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Integrating Cisco Unified Communications Applications (CAPPS] v8 i
vm-imap: The vm-imap privilege gives subscribers access to the Internet Message Access
Protocol (IMAP) feature.
The administrator creates or modifies privileges and adds or deletes the operations thatare
allowed by that privilege. Operations define the CLI commands and GUI functions that are
allowed. Most operations include only one CLI command and GUI function. In addition to adding operations to a privilege, administrators can also configure a privilege to
have another privilege nested within it. Aprivilege that is configured with a nested privilege
includes al! operations that areconfigured for the nested privilege.
Note It is not possible to modify the superuser privilege.
3"111
Privilege Operations This section describes how to add or delete the operations that are allowed by the Cisco Unity
Express privileges.
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Add or delete the operations allowed by each privilege.

Example Broadcast privilege
Administrators can add or delete the operations that are allowed by each privilege level. The example shows that the following operations are allowed as part ofthe Broadcast privilege
level:
Create, delete, schedule, and send local broadcast messages. Create, delete, schedule, and send remote broadcast messages.
Use this procedure to change or display the operations that are included a privilege. Choose
Configure > Privileges. The Privileges Configuration window appears:
Select ihe privilege that you want to customize. Change the number ofrows per page or
select a different page to see the privilege to bechanged.
Select the operations to add tothe privilege ordeselect the operations to remove.
Click Apply
Click OK to save your changes.

Some operations are mandatory and cannot be removed.
Note
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Assign Privileges to Users

Privilege levels are assigned to eachuser.
Assign Pnviieges to Users

Specify the privilege level for
each group.
Check the Capabilities check

boxes.
Group members have the designated privilege rights.

The administrator group is created automatically by the
software initialization process
from the imported subscribers
that are designated as

administrators.
Pnviieges are assigned to groups using the CLI or GUI interface. In the GUI, navigate to
Configure > Users.
An administrator group iscreated automatically by the software initialization process from the imported subscribers that are designated as administrators. The example shows the
administrator group.
Administrators can specify the privilege level for each user group by checking the Capabilities
check boxes. Group members havethe designated privilege rights.
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Personal Data
Users do not need privileges to access personal data.
sot
Users do not need privileges to access their own data:

- Language
Password
PIN
Membership to groups owned by the user 1 Ownershipof groups owned by the user
Notification profile Cascade settings Personal voice-mail zero-out number 6 Voice-mail greeting type Voice-mail play tutorial flag
- Publicdistribution lists owned by the user

Private distribution lists
includes the following:
user login account. The user data is primarily associated with the voice-mail application and
Language (configured for the voice mailbox ofthe user)
Password PIN
Users do not need privileges to access their own data. Personal user data can be accessed by the
Membership to groups owned by the user
Ownership of groups that are owned by the user

Notification profile
Cascade settings
Personal \oice-mail zero-out number
Voice-mail greeting type
Voice-mail play tutorial flag Publicdistribution lists owned by the user

Private distribution lists
l 2010 Cisco Systems, Inc
VoiceView Express
This topic describes Cisco Unity Express VoiceView Express feature.
Cisco Unity Express VoiceView Express

Cisco Unity Express VoiceView Express overview:
Allows voice-mail subscribers to browse, listento, send, and
IP phone.
manage voice-mail messagesfrom the display of their Cisco
* Maximum 32 VoiceView Express sessions.
Depending on Cisco Unity Express hardware module. VoiceView Express sessions are separate from graphical user interface (GUI) and telephonyuser interface (TUI)
sessions.
Asubscriber browsing through voice messages on the VoiceView Express phone screen is one VoiceView Express
session.
Asubscriber listeningto or recording a voice message or
greeting with VoiceView Express is a VoiceView Express

session and a TUI session.
The VoiceView Express feamrc allows voice-mail subscribers to browse, listen, send messages,
and manage their voice-mail messages from their IP phone display and softkeys. This feature is
an alternative to the telephone user interface (TUI) for performing common tasks. VoiceView Express isavailable for Cisco Unified Communications Manager Express and
Cisco Unified Communications Manager systems. VoiceView isnot available inCisco Unified Survivable Remote Site Telephony (Cisco Unified SRST) mode. The maximum number of simultaneous VoiceView Express sessions depends on the size ofthe network modules and the Cisco Unity Express release version being used. The number of simultaneous VoiceView Express sessions that aresupported depends ontheCisco Unity Express hardware module and the version. To determine how many VoiceView Express sessions your hardware supports, see the release notes for the Cisco Unity Express release
version you are using. The system counts VoiceView Express sessions separately from GUI
sessions. When a subscriber is listening toorrecording a voice message orgreeting with
VoiceView Express, the system counts the session as aVoiceView Express session and aTUI session. Ifthe subscriber isbrowsing through voice messages onthe VoiceView Express phone
screen, the system counts the session asa VoiceView Express session. The following Cisco Unified IPphone models support VoiceView Express: Cisco Unified IP Phones 7940(G), 7960(G), 7921(U.S. and U.K. English only), 7925, 7941, 7961, 7942, 7962, 7945, 7965. 7975, 7970, and 7971, 3911/51, SPA941, SPA942, SPA525, andthe 521/524g,
Note IP phone support may differ depending onthe Cisco Unity Express version and the call
controlapplication version being used. ^^^
3-115
Configuring VoiceView Express

This section describes how to confitiurc the Cisco Unitv Express VoiceView Express feature.
ih*2^LJXi.ul<i
Voice Mail > VoiceView > Express Service
Specify the VoiceView Express systemwide session timeout Range 5 to 30 minutes (default 5)
Enable VoiceView Express
Service Configuration
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The administrator can configure the maximum number ofminutes that aVoiceView Express
session can remain idle. The timeout is asystemwide parameter and cannot be configured for
individual subscribers or groups. The default limit per session is 5minutes (range 5 30
minutes). VoiceView Express is enabled by default.
To configure the VoiceView Express service, navigate to Voice Mail >VoiceView > Express
Service configuration window.
Active VoiceView Express sessions are terminated under the following scenarios: Anew TUI or VoiceView Express session preempts and terminates an existing VoiceView
Express session.
An acme VoiceView Express session can be terminated using the service voiceview session terminate mailbox-id CLI command in Cisco Unify Express EXEC mode.
3-116
2010&SCO Systems Inc
Authentication Manager
The Cisco Unity Express system starts an authentication server that acts as the primary
authentication server for VoiceView Express.
Authentication Manager
CMS(conf ig-telephony)tf
I url authentication http ://cue-ip/volcavi Wuthantication/authantlcat;
Cisco Unity Express startsan authentication serverthatacts as the

primary authenticationserver for VoiceView Express.
IPphones learn the authenticafion server URL dunng the

registration process of the phone.
The Cisco Unified Communications Manager Express authentication
server URL points to the Cisco Unity Express authentication server.
Cisco Unified
IP Phone
Communicatbns
Manager Express
The Authentication Manager isanetwork server that processes authentication requests for IP
process.
phone tasks. The IP phones learn the authentication server URL during the phone registration
TheCisco Unified Communications Manager Express administrator must ensure thatCisco
Unified Communications Manager Express authentication server URL points tothe Cisco Unity Express authentication server. The URL format is:
htm: CUE-hostname voiceview authentication.'autnenficate.do.
Theauthentication service canbe used withany phone service application on thenetwork.
3-117
Phone Service
The VoiceView Express senice must be enabled for IP phones.
>ono Service
CKE(config-telephony}#
url service http://cue-ip/voiceview/common/login.do
Enable the VoiceView Express service on IP phones.
Configure the Cisco Unified Communications Manager Express

service URL.
Points to Cisco Unity Express server VoiceView Express login
Services button
Cisco Unified Communications Manager Express service URL to point to the Cisco Unity
Express server VoiceView Express login. The URL fonnat is http://<a<eip> voiceview common'login.do.
service login.
The administrator must enable the VoiceView Express service on IP phones. Configure the
The IP Phone Sen-ices button is used to access the Cisco Unity Express VoiceView Express
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Using VoiceView Express

Subscribers must loe in to use the Cisco Unity Express VoiceView Express service.
Using VoiceView Express

Press the Services Button, then select CME Service URL.
The IP PhoneServices button is used to accessCiscoUnity ExpressVoiceView Express

service login as follows:
Select CME Service URL.
Subscribers entertheirmailbox ID and PINin the VoiceView Express service login menu,
then press Submit.
The subscriber does not need to be at a subscriber-associated IP phone. VoiceView Express can be accessed from any IP phone using the Services button.
VoiceView Express menus allow the subscriber to perform the following:
Manage the voice-mail Inbox; for example, read ordelete messages.

Send messages.
Configure options such asGreetings, Message settings, and personal settings. Additional options may be available depending on the user privilegesfor example,
Administer Broadcast Messages.
Note
If your voice mailbox was not initialized and you do not have a PIN, you cannot log in to
CiscoVoiceView Express. To enable access, first call yourvoice mailbox from your
extension. Set upyour voice mailbox using thevoice-mail system telephone userinterface.
3-119
Cisco Unily Express implementation in Cisco Unified Communicalions Manager Express Environment
VoiceView Express Sessions

The administrator can display the active Cisco Unity Express VoiceView Express sessions.
- Voice Mail > VoiceView > Sessions
Displays all active VoiceView Express sessions * Terminate selected VoiceView Express sessions
Sessions
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Navigate to the Voice Mail >VoiceView >Sessions window to view or terminate VoiceView Express sessions. You can select individual sessions to terminate orterminate all sessions.
The example shows an active VoiceView Express session for user ID jjones on the IP phone
with extension 100I (MAC address 0024.C445.4B9B).
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IMAP Messaging
This topic describes the Cisco Unity Express IMAP feature.
Integrated Messaging overview.
Allows Integrated Messaging Access Protocol (IMAP) clients
to retrieve, delete, and change the state of voice-mail
messages from the following supported email clients:

Microsoft Outlook 2007, 2003, 2002, and 2000 Microsoft Outlook Express 6.0
IBM Lotus Notes 6.0 and 6.5
iPhone
Integrated messaging is disabled by default, CiscoUnity Express does not support the ability to create, send, or reply to voice mails from the email client. A"mailbox full" notification occurs when the capacity exceeds
97 percent.
Integrated messaging is afeature ofCisco Unity Express that allows users to manage voicemail messages by using an IMAP-compatible email client. The following clients are supported:
IBM Lotus Notes (6.5, 6)
Microsoft Entourage 2004 (for MacOS)

Microsoft Outlook (2007, 2003, 2002, 2000) Microsoft Outlook Express 6.0
iPhone
Integrated messaging on Cisco Unity Express is the convergence feature for voice-mail and email systems. Itallows subscribers to have an integrated view oftheir emails and voice-mail messages from a single email client using IMAP version 4revisionl. Subscribers can delete
voice-mail messages ormark them as read orunread asthey would for email messages. Cisco Unity Express does not support the ability tocreate, send, orreply tovoice mails from
the email client,
A "mailbox full" notification occurs when the capacity exceeds 97 percent.
Integrated Messaging is disabled by default.
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Cisco Unity Express Impiamentalion inCisco Unified Communications Manager Express Environment
Client Access
This section describes how IMAP clients access the Cisco Unity Express voice-mail system.
- Voice-mail messages are downloaded as email attachments
; Subscribers can access ordownload voice-mail messages

over the network.
* Client email is configured with the user ID and password of

the Cisco Unity Express subscriber
* SSL or non-SSL connection
Cisco Unity
Egress
Email Client
The client email is configured with the user ID and password ofthe Cisco Unity Express subscriber. The subscriber must have network access to the Cisco Unity Express system. The
following types ofconnection arc supported:
Secure Sockets Layer (SSL)

Non-SSL
The voice-mail messages arc downloaded as attachments to email messages. Subscribers can access the voice-mail messages over the network or can download them selectively.
players without requiring a connection to Cisco Unity Express.
Ifthe messages are downloaded, subscribers can play them locally using standard media
Accessing voice-mail messages from General Delivery Mailboxes (GDMs) is not supported. To access this feature, subscribers must be configured with the vm-imap privilege.
Subscribers cannot retrieve the following types ofmessages from their personal mailboxes:
Broadcast messages
Private messages
3-122
'2010 Cisco Systems Inc
Integrated Messaging Server

This section describes how to enable theCisco Unify Express Integrated Messaging server.
Integrated Messaging Server

Enable the systemwide Integrated Messaging server.
- Voice Mail > Integrated Messaging
Configure maximum sessions allowed - Upto 50 depending on Cisco Unity Express module type
Select the Security Mode
SSL, None (non-SSL), or Mixed

Specify session idle timeout
- Ranqe30 to 120minutes *<*"*

- Needs a restart if changed , _ _ ,
Disable, then Enable
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TheIMAP server must beenabled onCisco Unity Express before theserver allows email
clients to connect.
The IMAP server is not enabled by default, andis enabled on a systemwide basis.
Integrated messaging isavailable for personal mailboxes only. Voice messages are received asemail attachments inthe form of .wav files. Use this procedure to configure systemwide integrated messaging:
Navigate to Voice Mail> Integrated Messaging.

Checkthe Enable Integrated Messaging checkbox.
Enter the Session Idle Timeout value, in minutes. When a user integrated message session
has been idle for this time period, the session istimed out and the user must restart. The range is 30to 120 minutes. Thedefault is 30 minutes. Enter the Maximum Sessions Allowed value, or the number of concurrent integrated
message sessions that can run on the Cisco Unity Express system. The range depends on
the Cisco Unity Express hardware.
Choose the Security Mode from the drop-down list. None (non-SSL) is the least-secure
mode. SSL is the most secure. Mixedmode allowsboth SSL and non-SSL connections.
Click Apply to save your settings.
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The IMAP server must be restarted when changes are made in this window. To restart the
server, the administrator must disable, and then enable the IMAP server:
Uncheck the Enable Integrated Messaging check box.

Click Apply
Check the Enable Integrated Messaging check box.

Click Apply.
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)20t0 Cisco Systems, Inc.
User Integrated Messaging Privilege

AssignIntegrated Messaging privileges to groups.
User Integrated IVlessaging Priviies

IMAP users must belong
|GroifiPrar* Sain
to a group with Integrated Messaging privileges.

Enable IMAP privilege for
mailbox
- Configure > Groups

Check the vm-imap
check box.
Repeat for each General

Delivery Mailbox.
IMAP users must belong to a group with Integrated Messaging privileges. To enable IMAP
privilege for mailboxes, follow this procedure:
Navigate to Configure > Groups
Check the vm-imap check box. This check box specifies that the existing group will have
access to the Integrated Messaging capability. Repeat this step ifmore than one group will
have Integrated Messaging access.
Repeat for each General Delivery Mailbox group that has the vm-imap privilege.
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Cisco Unity Exp assImplementation inCisco Unified Communications Manager Express Environment
IMAP Client
IMAP users must belong to agroup with Integrated Messaging privileges
IMAP email client

access
Microsoft
Message to jjones from Fred Bloggs
User Login
To IMAP
Server
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shows a Microsoft Outlook 2007 email IMAP client. Follow this procedure:
Control Panel).
IMAP clients can be configured to access the Cisco Unity Express IMAP server. The example
Add a new account or profile for IMAP access (use the Mail menu in the Microsoft
Select IMAP for the Account Type.
Specify the Cisco Unity Express IP address for incoming and outgoing mail servers. Configure the Logon Information. The User Name and Password must match the Cisco
Unity Express user ID (userjjones) for the subscriber.
The user jjones has accessed the Cisco Unity Express IMAP server and retrieved voice-mail messages using Microsoft Outlook 2007, The voice-mail messages are attachments to email messages placed in the jjones inbox. Open the attached .wav recorded voice mail inthis
example VM _2010.04.0ri_l6.09.53.wav.
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Summary
This topic summarises the key points that were discussed inthis lesson.
.ummary
>The import feature simplifies thetask ofadding existing Cisco

Unified Communications Manager (Express) users in Cisco
Unity Express.
The User GUI provides user access to mailbox settings. The Message Notification feature allows users to receive messages on devices such as cell phones or pagers. Privilege levels provide restricted GUIaccess to user
accounts.
Users can browse their messages on their IP phone using

VoiceView Express.
IMAP supports receiving messages on email clients.
This lesson described theCisco Unity Express userconfiguration. The message notification VoiceView Express and Integrated Messaging features were covered.
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2010Qsco Systems. Inc
Lesson 5
Understanding Cisco Unity Express Auto Attendant

Overview
Many businesses require an automated system for processing inbound calls. For example, when
customers call the business number, theyheara welcome message andare prompted to press
telephone buttons for different services. This type ofservice isreferred toas an automatic
attendant. This lessondescribes the Cisco Unity Express Auto-Attendant application.
Objectives
Upon completing this lesson, you will beable todescribe how the Cisco Unity Express Auto Attendant application works and how it is configured. This ability includes being able to meet
these objectives:
Describe the CiscoUnity Express Auto-Attendant application
Describe the scripts in Cisco Unity Express and theircharacteristics

Describe call handling in Cisco Unity Express
Show anexample where a call triggers theapplication and, based on the business hours or
day. the call is processed in different ways
Cisco Unity Express Auto-Attendant Application

This topic describes the Cisco Unity Express Auto-Attendant application.
Answers calls and allows callers to self-direct by entering an

extension or name or by dialing 0 for the operator
Created and customized in the Cisco Unity Express Editoror in Ihe Cisco Unity Express Editor Express GUI
Can be administered via TUI
Record auto-attendant promptsfrom an IP phone or a computer

with a microphone
Provides EmergencyAlternateGreeting (EAG) Alert callers to temporary schedule changes caused by bad
weather and other unexpected events
Cisco Unity
Express
The Cisco Unity Express Auto Attendant functionality plays messages that callers hear when they dial the company telephone number and provides prompts to guide callers to specific
extensions or employees.
Cisco Unity Express can have more than one auto-attendant application per system atthe same
time. This configuration allows callers to dial different numbers to reach different sets of
prompts and menus. If the default system auto-attendant is not acceptable, customized versions
may be constructed. This option allows a customer to use custom prompts and custom call
Hows in the auto-attendant function.
Use the Cisco Unity Express Editor Express GUI to construct a custom auto-attendant. This
editor allows for the easy construction ofscripts by using prebuilt modules, called steps. Place
the logic-block steps ina specific order to provide the required service. You can then save these steps to a script that you can upload to the Cisco Unity Express module.
Within the auto-attendant, it is often desirable to have a message that is set up to play atthe front oftheauto-attendant script during an emergency. This design allows the administrator to toggle the Emergency Alternate Greeting {EAG) on and offthrough the telephone user interface (TUI) by using an IP phone and dialing the Administration via Telephone (AvT)
number.
The EAG can beactivated and deactivated in the following ways:

Through the TUI
Through the GUI (based on the existence orabsence ofthe AltGreeting.wav prompt file)
The EAG is recorded through the TUI oroffline and uploaded into the system. Ifuploaded, it
must have the filename AltGreeting.wav.
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Integrating Cisco Unifed Communications Applicalions(CAPPSI v8 0
Ifactive, the EAG is played before the welcome greeting ofthe system auto-attendant and a
Boolean variable of "greetingactive" is returned as "true."
If the EAG is included in custom auto-attendant scripts, a call to a subflow to checkaltgreet.aef must be inserted in the script at the desired location.
Ifthe EAG isdeactivated through the TUI, the current prompt (AltGreeting.wav) isdeleted. Ifthe EAG is activated through the TUI, the recorded prompt is stored as AltGreeting.wav.
> 2010 Cisco Systems. Inc
3"131
Cisco Unity Express Auto Attendant Operation Example

Thissection describes the Cisco Unity Express Auto Attendant operation bv using an example.
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Three call-in numbers are configured, each with a different

auto-attendant application assigned to it.
Callsto 5551212 are handled by General AutoAttendant
Enterprises commonly have multiple phone numbers and want a different auto-attendant for each. This setup allows an enterprise tocustomize the interaction ofthe caller that is based on the number dialed. You can also associate multiple phone numbers torun the same autoattendant. Ifadditional customization is required, a custom script can be constructed and
associated with a phone number.
The figure shows an example where an enterprise called ACME has three divisions. Each
division requires adifferent auto-attendant. Aseparate call-in number isused to direct the call
to thecorrect auto-attendant script for each division:
Call-in number 555 I2 12 is associated with the General Auto Attendant with the greeting,
"Welcome to ACME Publications ..."
Call-in number 5556789 is associated with the Specific Auto Atlcndanl with the greeting.
'Welcome to ACM I: automotive center ..."
Call-in number 5552333 is associated with the Specific Auto Attendant with the greeting,
"Welcome to ACME graphic services ..."
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Cisco Unity Express Auto Attendant Features

This sectiondescribes the CiscoUnityExpressAuto-Attendant features.

Features
Cisco Unity Express script editor options:

Scripts prepared online or offline:
Online using Cisco Unity Express Editor Express GUI - Offline using Cisco Unity Express Editor for PC and uploaded to the Cisco Unify Express system Maximum of eight custom auto-attendant applications
resident on system
- Also default system auto-attendant

Maximum of 16 scripts
Large maximumnumber of steps per auto-attendant scripts

* No limit on the number of nesting levels within each autoattendant script
Administrators can create an auto-attendant script file using either of the following methods:
Offline, using theCisco Unity Express EditorPCsoftware and uploaded to the Cisco Unity Express system. Cisco Unity Express Editor is a full-featured script editor that is based on
Microsoft Windows. The Cisco Unity Express Editor for PC is not covered in this course.
Online, using Cisco Unity Express GUI, which allows simple script editing on the Cisco
Unity Express system.
In addition to thedefault system auto-attendant, CiscoUnify Express supports a maximum of eight custom auto-attendant applications resident on system. Cisco Unity Express supports the
following: A maximum of 16 scripts
Large maximum number of steps perauto-attendant script

No limit on the number of nesting levels within each auto-attendant script
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Cisco Unity Express Implementationin Cisco Unified Communications Manager Express Environment
Script Editor Comparison

This section shows a comparison ofthe Cisco Unity Express script editors.
The table shows a comparison of Cisco Unity Express Editor PC software and the Cisco Unify Express GUI.
Directly configures Cisco Unity

Express in real time.
Configured offline on PC and

downloaded to PC.
Provides only basic scriptfeatures Feature rich. Advanced script such as modifying prompts, dialcreation. Includes adding new by-name, dial-by-extension, and vanables such as calling number
transfer, Simple, easy to use, and intuitive
menu.
trigger. More complex. Very powerful step-by-step creation of scripts.

Script validation and detailed
No debug. Not required due to

simple menu interface.
online or offline debugging.
Cisco Unity Express Editor Express is a simplified web-based GUI editor with fewer options
compared to the full-featured Cisco Unity Express Editor script editor, which is based on
Microsoft Windows.
Cisco Unity Express Editor Express provides high-level steps that enableadministrators to
create or modify auto-attendant scripts that can then beopened and viewed using the Hill-
featured Cisco Unity Express Editor. These high-level steps are the equivalent ofa set ofsteps in the full-featured script editor. For example, features such as Dial-by-Name are represented as
one option using drop-down menus.
The PC-based Cisco Unity Express Editor script editor provides feature rich, advanced script creation, and troubleshooting. Administrators can add new script variables such asa calling number trigger. Scripts can betested and verified offline before uploading them to
Cisco Unity Express Editor Express provides only basic script features such as modifying prompt. Dial-by-Name. Dial-by-Extension. and Transfer. Script changes areapplied directly to Cisco Unity Express inreal time when the script is saved. Troubleshooting script issues is difficult because the Cisco Unity Express Editor Express does not provide any script
debugging.
When creating a new script. Cisco Unity Express Editor Express also provides a basic script
template that can be customized. It is possible to saveincomplete scripts and return to them later. In a few situations in which an incomplete script is saved, it might notbe usable with the Cisco Unity Express Auto-Attendant application. Forexample, ifa script requests a transfer without pro\iding the number, Cisco Unity Express Editor Express sends anerror message and does not allow the user to save the script.
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Cisco Unity Expres Editor Express uses the same AEF file format as the full-featured Cisco
Unity Express Editor script editor. Therefore, administrators can use the full-featured Cisco Unity Express Editor script editor toopen and modify a script that is generated by Cisco Unity Express Editor Express. However, the reverse isnot true, administrators cannot use Cisco Unity Express Editor Express to open and modify ascript that is generated by the full-feamred Cisco
Unity Express Editor script editor.
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CiscoUnity ExpressImplementation in Cisco Unified Communications Manager ExpressEnvironment
Cisco Unity Express Auto Attendant Configuration Steps

This section describes the steps toconfigure the Cisco Linitv Express <\uto \ttend'int.
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cormqufdUon Stei
' Configure Cisco Unified Communications Manager Express

with a dial peer for the auto-attendant.
Prepare the script via the Cisco Unity Express EditorPC or via Cisco Unity Express Editor Express GUI. Upload any offline scripts to Cisco Unity Express. - Create and upload any required prompts. ' Add an application on Cisco Unity Express. - Associate the script with the application. " Set the number of ports and the pilot number for the
application
Call-in number
* Test the application by calling the pilot number.
Perform the following steps to configure the Cisco Unity Express Auto Attendant:
Configure Cisco Unified Communications Manager Express with a dial peer for the autoattendant.
Prepare the script via the Cisco Unity Express Editor Express GUI orCisco Unity Express
Editor PC.
Upload any offlinescripts to Cisco Unity Express.
Create and upload any required prompts.

Add an application on Cisco Unity Express.
Associate the script with the application.
Set the number ofports and the call-in number (pilot number) for the application.
Test the application by calling the pilot number.
Integrating Cisco Unified Communications Applications (CAPPS| v8 0
Call-In Numbers
This section describes the Cisco Unity Express call-in numbers.
Call-In Numbers
Call-n numbers are extension numbers that access a system application (System > Call-inNumbers)
voicemail. auto attend ant, and promptmgmt Configure the type:
Cisco Unified SRST(Cisco Unified Communications Manager Express)

CCM(Cisco Unified Communications Manager)
Obofh
Modify existing application parameters such as Maximum Sessions,

Language, andApplicalion
Add new call-in numbers
- Differentlanguage voicemail
Call-in numbers are extension numbers that access a system application such as voicemail,
autoattendant, and promptmgmt.
The call-in number Type(s) field defines what type of system thecall is coming from as
follows:
Cisco Unified Survivable Remote SiteTelephony (Cisco Unified SRST) (Cisco Unified
Communications Manager Express)
CCM (Cisco Unified Communications Manager)

Both Cisco Unified SRST and CCM can be selected at the same time
The Cisco Unity Express administrator can modify existing application parameters such as Maximum Sessions. Language, and Application. New call-in numbers canbe added; for
example, witha different language prompt for voice mail.
Navigate to System > Call-in Numbers. The System Call-in Numbers window appears and
contains the configured call-in numbers in a tablewiththe following fields:
Call-in Number: Extension that the caller dials to access a system application. These
numbers can alsobe entered when configuring the auto-attendant or configuring callhandling voice-mail parameters.
Application: Application that isreached when the call-in number isdialed. Valid values areany custom applications thatyou have created, and thesystem defaults:
Voice-mail: Default voice-mail application Autoattendant: Default auto-attendant application.
Promptmgmt: Default AvT application

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CiscoUnity Express Implementation inCiscoUnified Communicalions Manager ExpressEnvironment
Type: CCM, SRST
Enabled: Shows whether the application is enabled

Maximum Sessions
Language: Language can bespecified or system default.
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Default System Autoattendant

This section describes the default system autoattendant.
Default System Autoattendant

Cannot be downloaded, uploaded, or deleted
- Can be deactivated
Uses script file aa.aef

Maximum six sessions
Administrator can change the default script parameters
Cisco Unity
Express
Cisco Unity Express comes with a default auto-attendant called system autoattendant. The default system autoattendant maps toa script called aa.aef. The.aef file extension must beused
on all customized scripts.
Itisnot possible to download the aa.aef script orview itinthe Cisco Unity Express Editor PC
software.
It ispossible to modify some script parameters through the GUI web pages; for example, the opening greeting .wav file. The administrator can activate the EAG byusing the TUI. The default system autoattendant application is also known as the "system script" or"system AA." This default script supports basic functions such asdial-by-extension, dial-by-spelling of the usemame, and call operator functions. If additional functionality is required, the
administrator must create a customized auto-attendant script.
The aa.aef script supports holiday lists and business hours schedules. When a call reaches the
auto-attendant, the system determines whether the current day is a holiday. If it is, the system
plays a holiday prompt called AAllolidayPrompt.wav, which states "We are closed today.
Please call back later." Thescript then executes the nextoperation in the script. If the current
day is not a holiday, the system determines whether the business isopen or not at the time of
the call. If the business is open, the system playsthe AABusincssOpen.wav prompt, which is an empty file. If the business is closed, the system plays the AABusincssClosed.wav prompt,
which states, "We are currently closed. Please call back later,"
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Cisco Unity ExpressImplementation inCiscoUnified Communications Manager ExpressEnvironment
Cisco Unity Express Auto-Attendant Configuration

This section describes the Cisco Unitv Express Auto-Attendant configuration
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Configure script
parameters:
' Voice Mail > AutoAttendant
* Select script
- Optional Call-in
Number
Configure
prompts
Allow External
Transfers
" Enable Dial-byextension and
dial-by-name
Navigate to Voice Mail >Auto Attendant to view or modify auto-attcndant properties.

Attributes include the following:
Application Name: Name ofthe auto-attendam
Call-in Number (optional): Auto-attendam access number

Maximum sessions
Script: Auto-attcndant script

Enabled: Defines if the auto-attendant is enabled
allow ExternalTransfers
Prompts
dialByF.xtAnytime: Enables or disables dia!-by-extension

dialByFirstNarne: Enables or disables dial-by-name
welcomePrompt: Default is AAWelcome.wav
operExtn: Default is none
holidayPrompt: Default is AAHolidayPrompt.wav businessOpenPrompt: Default is AABusinessOpen.wav

businessClosedPrompt: Default is AABusincssClosed.wav businessSchedule: Default is systemschedule
disconnectAfterMenu: Default is false ailowExternalTransfers: Default is false
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Prompts and Scripts

Thistopic describes Cisco Unity Express scripts and prompts.
Prompts
- Five prompts exist by default for auto-attendant operations
AAWelcome.wav, AAHolidayPrompt.wav,
AASPIayExtensions.wav, AABusinessClosed.wav, and

AABusines sOpen.wav
Prompts
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To view a listof voice-mail prompts, choose System > Prompts. Thewindow displays the
following fields:
Language: Optionally select a language from the drop-down Languages list. Prompt Name: Filename of the prompt. To sort byprompt name, click PromptName.
Creation Date: Date on which the .wav file was created. To sort by creation date, click
Creation Date.
Size (Bytes): Size, inbytes, of the prompt file. To sort by size inbytes, click Size (Bytes). Length (Seconds): Length, in seconds, ofthe prompt file. To sort by length in seconds,
click Length (Seconds).
Rows per page: Toincrease the number of rows that are shown onthe page, choose the
desired number of rows that will be shown on the page and click Go.
Cisco Unity Express has five prompts by default,

AABusinessCTosed.wav
AABusinessOpcn.wav AAHolidayPrompt.wav
AASPIayExtensions.wav
AAWelcome.wav
3-141
Custom Prompts
This section describes custom prompts.
Administrators can upload their own prompts from a drop

down list.
Prompt format for files must be wav:
G.711 mu-law, 8 kHz, 8 bit, mono
Error checking is performed on the file format during upload

from the GUI.
1-MB file size limiton any prompt

Total custom prompts size:
AIM2
25-50 125-250 125-250 125-250
NME ISM-SRE-300 SM-SRE-700
The prompt is an audio file. The administrator can create a WAV file with the following
format:
G.71I mu-law. 8 kHz, 8 bit, mono,
The file cannot be larger than I MB (about 2 minutes).
After recording new WAV files, upload the prompt files tothe Cisco Unity Express module.
The upload can be perfonned with the following two options:
Administrators can create and upload their own prompts from a GUI drop-down list.
Navigate to Voice Mail > Prompts and select Upload.
Administrators can also use the Cisco Unity Express command-line interface (CLI) ccn
copy url command.
Error checking isperfonned onthe file format when it isuploaded from the GUI,
Cisco Unity Iixpress provides a built-in application that is called AvT, which lets
administrators record customized prompt files directly on the module using a telephone.
The maximum prompt file size is I MB for a single prompt. The total custom prompts size pc
language is defined in thetable in the figure.
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Integrating Cisco Unified Communications Applications (CAPPS]v8 0
Administration Via Telephone

This section describes AvT.
Administration Via Telephone

Deleting, recording, rerecording, and listening to prompts:
* Through TUI or an offline system, then upload to CiscoUnity
Express
Cisco Unity Express Administrator GUI:

View the list of prompts on the system Upload or download prompts
Assign prompts to auto-attendant script parameters

TUI access:
* Extension and PIN required; administrator privileges
Entry point phone numberdefined for TUI * System scnpt menu associated with TUI Cail into the TUI number(from IP phone or PSTN); script walks caller through managing and recording prompts Prompts saved wttha uniquefilename: UserPrompt_DateTime.wav; (for example; UserPrompt_08182003l32334.wav)
Administrators can use AvT on the TUI to record a greeting or prompt. AvT features include deleting,recording, rerecording, and listening to prompts.
Dial the AvT telephone number and select the option to record a greeting. Ascript walks the
caller through managing and recording prompts.
Save the file when recording is complete. AvT automatically saves the file in Cisco Unity
Express. The AvT prompt filename has the format UserPrompt_DateTime.wav, for example:
UserPromptJ 1152003144055.wav.
TheCLIcommands or GUI options can beusedto rename the file with a meaningful name, as
follows:
System > Prompts GUI window ccn rename prompt command
TheCisco Unity Express Administrator GUI can be used to viewthe list of prompts on the system, as well as to upload or download prompts and assign prompts to auto-attendant script
parameters.
TUI access requires the following: Extension and PIN required with administrator privileges Entry point phone number that is defined for TUI System script menu that is associated with TUI
Cisco recommends using the AvT on the TUI to record greetings and prompts because the AvT
provides higher sound quality ascompared to WAV files that are recorded using other methods.
Uploading and Downloading Prompts

This section describes how to upload and download prompts.
Prompt Upload and Download buttons
Single file download from Cisco Unity Express to PC

Browse local PC for wav file upload
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Use the following procedure to download a prompt;
Choose System > Prompts. The System Prompts window appears.

Check the box next to the prompt that you want to download.
Click Download
In the file Download window, click Save to save the file to your computer.
Inthe Sa^ e As window, navigate to the folder where youwantto save the file andclick
Save
Use the follow ing procedure to upload new voice-mail prompts:
Choose S\stem > Prompts. The System Prompts window appears.

Click Upload. The Upload windowappears. Enterthe appropriate information in the following fields: Language: the language for the prompt.
Source File Name: pathto the file you want to upload. Click the Browse button to help you find thedirectory with the file you wantto upload.
Destination File Name: Enter the same filename as shown in the Source File name fieldor a new filename for the prompt. This file should be in WAV format.
Click to o\erwrite the destination file, if it exists.
Click Upload to save your changes.

II is also possible to upload a prompt by configuring auto-attendant script parameters.
Note
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Default System Scripts

This section describes the default system scripts.
Default System Scripts

A number of default scripts exist in the system, including:
aa.aef. The system autoattendant.
aasimple.aef; Asimplified auto-attendant tostate a small number of

names.
* ch.eckaltgreet.aef: The scriptthat plays the EmergencyAlternate Greeting (EAG) before the system autoattendant. msgnolify.aef:The script that is used for SIP endpoint MWI
nolification.
promptmgmt.aef; Thescriptthat controls the prompt management

system (PMS).
setmwi.aef: The script that controls the MWI light{onor off).

voicebrowse r.aef; The script that controls voice-mail interaction.
xfermailbox.aef: The script that is used to transfer a caller to a
mailbox.
This figure shows the system scripts that are present after the installation ofCisco Unity Express. The system uses the following eight default scripts to perform system functions:
aa.aef: The system autoattendant that plays by default.
business hour greetings.
aasimple.aef: Asimplified auto-attendant that isused toprocess alternate, holiday, and
checkaltgreet,aef: Asubflow that checks for the existence ofthe AltGreeting.wav file and
plays it if present; can beinvoked by custom scripts.
msgnotifv.aef: Used to enable Message Waiting Indicator (MWI) functionality on Session

Initiation Protocol (SIP) endpoints
promptmgmt.aef: Used bythe TUI when it iscalled; controls the prompt management
system (PMS).
setmwi.aef: Used by the system to setthe MWI lights onoroff. This script isused with the
Cisco Unified Communications ManagerExpress MWI ephone-dns for SkinnyClient
Control Protocol (SCCP) endpoints.
voicebrowser.aef: Used when voice mail is called.
xfermailbox.aef: Used to transfer a caller to a mailbox.
Cisco Unity Express Implemenlation in Cisco Unified Communications Manager Express Environment
Scripts
This section describes how to view scripts in Cisco Unitv Express
* Navigate to System > Scripts - System scripts are indicated with an asterisk and cannot be
modified or deleted.
Show System Scripts or HideSystem Scripts button
" B4c**i a SyU*fc S^fir
Toview or modify scripts, choose System >Scripts. A button isavailable to view or hide the system scripts. The System Scripts window displays the following fields:
Script Name: Filename ofthe script. To sort by script name, click Script Name. Type: AA (stands for auto-attcndant) or IVR (stands for interactive voice response).
Creation Date: Date on which the script tilewas created. This infonnation is read from the script file properties. To sortby creation date, click Creation Date.
Last Modified Date: Date on which the script was lastmodified. This information is read from the script file properties. Tosort by the date last modified, click Last Modified Date.
sort by si/e in bytes, click Size (Bytes).
Size (Bytes): Size ofthe script. This information is read from the script file properties. To
To increase the number of rows that areshown on the page, choose the desired number of
rows that will be shown on the page and click Go.
Administrators can create new scripts. Use the following procedure to configure anew script:
Choose S>stem > Scripts. The System Scripts window appears.
an untitled.aef (unsaved) script.
Click New. The Cisco Unity Express Editor Express window is displayed, which contains
Configure the new script settings by performing the following tasks: Check the Allow Dial-by-Extension anytime check box to allow dial-by-extension
at any time during the main menu.
Check the Allow menu choices to overlap with extensions check box to allow menu options to overlapwith the extension dial plan.
3-146
Enter the desired extension length intothe Extension Length field.
Check the Allow external transfers check boxto allow external transfers.
Click Save. Apop-up window appears prompting you toenter a script name. Enter a script name and save the file byclicking OK. An .aefextension is
automatically addedif you save the file.
Note
System scnpts areindicated with an asterisk and cannot bemodified ordeleted. Scripts that
the administrator creates do not have an asterisk and can be edited.
i2010 Cisco Systems, Inc.
3"147
Uploading Scripts
This section describes how to upload scripts to Cisco Unity Express.
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* Script Upload and Download buttons
1 Single file download from CiscoUnity Express to PC

Browse local PC for wav file upload
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The System Scripts window can be used to upload or download scripts, create new scripts,
delete scripts, or view scripts.
Use the following procedure to upload a new script:
Choose System > Scripts. The System Scripts window appears.
Click Upload. The Upload window appears. In the Upload dialog box, perform the
following tasks;
Enter the source filename or path to the file you want toupload. Click the Browse
button to help you find the directory that contains the file you want to upload.
Enter the destination filename (required). Enter the same filename as shown in the
Source File name field ora new filename for the script.
Click the box to overwrite the destination file, if the file exists.
Click Upload to save your changes.
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Editing Scripts
This section describes how to edit scripts in Cisco Unity Express.
Editing Scripts
Scripts createdwith the Cisco Unity Express Editor Express
GUI can be edited.
Upload, download, and select prompts.
Enable dial-by-extension and external transfers.
Only scripts that are created with Cisco Unity Express Editor Express may be edited using the Cisco Unity Express Editor Express GUI interface in the browser window. These scripts appear
in the System Scripts table with an Edit button next tothe script name. The Cisco Unity Express Editor Express GUI provides drop-down selection options for prompts and time-based schedules. These options must exist in the Cisco Unity Express system
to appear in the drop-down menus.
Check box options allow for easy configuration ofDial-by-Extension and Allow External
Transfer features.
The administrator can configure actions for user input. For example, configure the dial-by
name feature to activate when the user presses the 2 key.
Scripts that are created with the windows-based Cisco Unity Express Editor are only editable using the same editor and do not have an Edit button next to the script name in the Cisco Unity
Express Editor Express GUI window.
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Call Handling in Cisco Unity Express

This topic describes the configuration ofcall handling features such as the extension number
that triggers a script. . ^km**fclKi8&3mg - SSL ^JOMakSao^M vJIm tMdSmJW*j B^ >1&J&, ^L,,,'s
Calls to a Cisco Unity Express call-in number trigger the

associated application.
For example, a call to the auto-attendant The application script runs
Script performs action and prompts such as dial-byextension or retum-to-operator
Example' calls to the auto-attendant extension 2500 trigger

the auto-attendant script.
Call-in Number
2500
Play welcome prompt,

Forward to Operator, Dial-by-Extension
CiscoUnity Express
AAScript
Cisco Unity Lxpress can be configured to use multiple scripts. For example, you may want to create separate scripts for the Sales and Support Departments ofan organization. Each script
will be activated by a separate telephone number or call-in number as follows:
Calls to aCisco Unity Express call-in number trigger the associated application; for
example, the Sales Auto Attendant.
Once triggered, the application script runs.
The script perfonns actions and prompts based on user input. The caller is prompted to choose
menu options such as Dial-by-Extension orReturn-to-Operator.
Example
Calls to the auto-attendant extension 2500 trigger the auto-attendant script called AAScript. The AAScript plays a welcome prompt informing the caller about the input choices available.
3-150
Integrating Cisco Unifed Communications Applications (CAPPS) v8 I
Managing Triggers Using the GUI

This section describes how to manage the application triggers using the Cisco Unity Express
GUI.
lanaging Triggers Using the

Configure or view directory numbertriggers usingthe GUI
Verify maximum sessions System > Call-in Numbers
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Cai-in Numbers
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The GUI could have been used to configure SIP triggersinsteadofthe CLE The System > Call-in Numbers menu is used to configure or view directory number triggers. TheCLIand
GUI configuration parameters are the same: Application, Maximum Sessions, and Enabled.
The Type field is alsoavailable in the GUI window:
Type SRST mode uses SIP.
Type CCM mode uses Java Telephony Application Programming Interface (JTAPI)
Maximum of 12 SIP and JTAPI triggers per Cisco Unity Express system
Inthis figure, Call-in Numbers 2500 and2592 were added using theCLI commands on the
previous slides.
The following example CLI isused toadd the Call-in Numbers 2500 and 2592 inCisco Unified
SRST mode for Cisco Unified Communications Manager Express:
ccn trigger sip phonenumber 2500
application "autoattendant"
enabled
inaxsessions 4
end trigger

applicat ion "promptmgmt"
enabled inaxsessions 1
end trigger
3-151
The following example CLI is used to add the single Call-in Number 4000 using Cisco Unified
SRST mode for Cisco Unified Communications Manager Express and CCM mode for Cisco
Unified Communications Manager (CCM mode uses JTAPI):
ccn trigger jtapi phonenumber 4000
application "voicemail"
enabled
maxsessions 6
end trigger

application
enabled
"voicemail"
maxsessions
end trigger
3-152
Application Ports
This section describes howto manage the Cisco Unity Express application ports.
AppHcation Ports
The number of application ports cannot exceed the available
Cisco Unity Express module ports.
Configure maximum sessions so that each application will

have at least one port available for an incoming call.
Example; Module maximum 8 ports, 3 applications each with maximum4, 3, and 3 ports. Worst case scenario comes ifany
two applications reach maximum sessions; 4 + 3 = 7 ports
used.
Module Maximum 8 Ports
*~? 2500
^^' PSTfi
Cisco Unity Express
Auto-attendant Maximum 4 Ports

Voice mail Maximum 3 Ports
Prompt Maximum 3 Ports
One oftheparameters that administrators may configure for the voice-mail and auto-attendant applications isthe maximum number ofcallers who can concurrently access the application at any specific time. This parameter, called maxsessions, islimited by the number ofports onthe
Cisco Unity Express module.
Consider the expected call traffic when assigning thenumber of ports to an application. One application might need more available ports than another, buteach application must have at
least one port available for incoming calls.
For example, the Cisco Unity Express module has four ports and the administrator assigns four to the voice-mail application maxsessions and four to the auto-attendant maxsessions (ports can be assigned toboth applications). Iffour callers access voice mail simultaneously, no ports will
be available for auto-attendant callers. To ensure that at least one port is available for auto
attendant callers, onlyzero, one, two, or three callers can be accessing voice mail
simultaneously.
Suppose, instead, that the administrator assigns three ports tothe voice-mail maxsessions and
three to the auto-attcndant maxsessions. At no time will one application use all the ports. If voice mail has three active calls, one caller can access auto-attendant. A second call to auto attendant will not go through at that moment.
Similarly, the administrator must assign the maxsessions parameter to each application trigger,
which is the telephone number that activates the script ofthe application. The value ofthe maxsessions ofthe trigger cannot exceed the maxsessions value ofthe application.
3-153
Example
The Cisco Unity Express module has a maximum ofeight ports available. Three applications (called Auto-Attendant, Voicemail. and Prompt Management) are each configured with 4, 3, and 3 ports maximum, respectively. In the worst case scenario, ifany two applications reach maximum sessions, there will always be at least one port available for the remaining application. That is. ifthe application called Auto-Attendant and another application are full,
the total pons inuse is 7 (4 t- 3), therefore leaving one port free.
3-154
Cisco Unity Express Editor Express

This topic describes the steps that are required tocreate and manage scripts.
Cisco Unity Express Editor Express

System > Scripts >Add Action button allows administrators to
customize call handling Submenu allows nested levels of call handling
Upload new prompts
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The administrator can use the CiscoUnity ExpressEditor Express GUI to configure scripts on
the Cisco Unity Express system. Use this procedure toconfigure call flows from the Cisco
Unity Express Editor Express window:
Choose System > Scripts. The System Scriptswindowappears.

Click New. The Cisco Unity Express Editor Express window appears.
Choosea prompt for the following scripts:

Welcome prompt Holiday prompt

Business schedule
Business open prompt

Business closed prompt
Select the Main Menu Prompt. Assign additional keys and menu actions by clicking the Add
Action button. The Add menu action window appears.
Select the Key from the drop-down listto assign a Key to an Action. You can choose the
numbers 0--9, the asterisk (*) symbol, or the pound sign (#).
Select the Action from the drop-down list to assign an Action to the Key:
Play message
Dial-by-name
Dial-bv-extension
3-155
Transfer to extension
Transfer to mail box number
Submenu: another action can be added from this level

Disconnect call
Click Ok to save your settings or Cancel.
3-156
Basic Script Example

Thistopic describes a basic script casestudy example.
Case Study
The ACME company has just purchased Cisco Unified Communications Manager Express and Cisco Unity Express for a branch office:
Management wants the auto-attendant to answer the phone
and present the caller with a custom greeting: "Welcome to ACME. Please press 1 if you know the extension of your party. Please press 2 to enter the name
of the party you wish to reach." Adifferentgreeting must be used outside of normal business
hours.
Thecasestudy presents a scenario forthe example ACME Company. The ACME Company
has justpurchased Cisco Unified Communications Manager Express and Cisco Unity Express
for an integrated branchoffice voice-mail solution. Whencustomers call ACME, the management wants the auto-attendant to answerthe phone and present the caller with a custom greeting:
"Welcome to ACME. Please press 1 if you know the extension of yourparty. Please press 2
to enter the name ofthe party you wish to reach.
A different greeting must beused outside of normal business hours to indicate to customers that
the company is closedand to call back during normal workinghours.
Planning
This section describes planning ofthe tasks that arerequired to achieve the ACME auto
attendant solution.
Is the default system autoattendant sufficient?

* Yes, it could be modified to use the business hours schedule.
* ACME corporation would like to use a newscript because they may need to add additional scripts at a laterstage.
Plan the tasks:
- Create and upload new prompts to update the prompt

selections.
Update the business schedule.
* Create the new script and add the required actions. 1 Configure the auto-attendant application. Test the auto-attendant application.
When the administrator is planning the tasks that arerequired to achieve the ACME auto attendant solution, the first question that istobeasked is: "Isthe default system autoattendant
sufficient'.1"
The answer in this case is yes. It could be modified to use the business hoursschedule.
However, the ACME Company would like touse a new script because they may need to add additional scripts at a later stage and wish to establish the process for adding scripts from the
start.
The administrator must plan the tasks for creating the new script as follows:
Create and upload new prompts.

Update the business schedule.
Create the new script and add the required actions. Update the prompt selections.
Configure the auto-attendant application,
Test the auto-attendant application.
3-158
Integrating Cisco Unified Communications Applications (CAPPS) v8i
Create a Business Hours Schedule

Create a new ACME business hours schedule.
Create a Business Hours ScheduU

Add a new schedule.
Define the ACME business hours schedule.
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Add a new ACME business hours schedule and define the business hours. Check the boxes that
correspond to thehours during which theACME Company is openfor business.
3-159
Cisco UnityExpress Implemenlation in Cisco Unified Communications Manager Express Environment
Create a New Script

Next, create a new ACMLi script.
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Create a New Script

* Add a new senpt using the business hours schedule.
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Editor Express
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Add anew script for ACME. Select the new ACME business hours schedule from the drop
down menu.
Configure prompts that are as required, for example:

Business open prompt Business closed prompt Welcome prompt
Add actions for telephone user input toachieve the desired result; for example:
Press I if you know the extension of your party.
Press2 to enter the name ofthe party you wish to reach.
3-160
Integrating Cisco Unified Communications Applications (CAPPS) v& 0
'201OCisco Systems, Inc
Create a New Auto-Attendant

Create a new ACME auto-attendant.
Create a New Auto-Attendant

Configure Cisco Unified Communications ManagerExpress with a dial peer to send calls to Cisco Unity Express.
- Add a new auto-attendant with the ACME script.
Define the call-in number trigger for the auto-attendant.

The call-in number will be created automatically if it is
configured when adding the auto-attendant.
Cat in Number Pioflfe-f
i~*- *>**>
Add a newauto-attendant application to use the ACME script. Configure the auto-attendant
application Language, Maximum Sessions, Type, and Enabled fields. Define the call-in number trigger for the auto-attendant. The call-in number will be created automatically if configured
when adding the auto-attendant.
Configure Cisco Unified Communications Manager Express with a dial peer tosend calls to
Test the Auto-Attendant Application

Finally, test the auto-attcndant as follows:
Test the application by dialing the auto-attendant number.
Remember to test the failure and problem paths in the

senpt.
Perform tests during and outside of business hours.
verify that a different prompt is played in each scenario.
Cisco Unity
Express
Finally, test the new auto-attendant application bydialing the auto-attendant call-in number.
Remember to test the failure and problem paths inthe script. Perform tests during and outside
of business hours. Verify that a different prompt is played in eachscenario.
3-162
Summary
Summary
The default system autoattendant can be modified to allow callers to self-direct by entering an extension or name,
Administrators can use default scripts and prompts or
download new scripts and prompts to the Cisco Unity

Express module.
The directory number that triggers the auto-attendant script is

configured as a call-in number.
Business hours schedules allow for different prompts to be
played to callers at different times of the day.
This lessondescribedthe CiscoUnity Express Auto Attendant application, how to use the default system autoattendant, and provided examples on configuring custom prompts and
scripts.
Cisco Unity Express Implementation in Cisco Unified Communicalions Manager Express Environment
3-164
Lesson 6
Troubleshooting Cisco Unity
Express
Overview
This lesson descnbes how to troubleshoot issues within a Cisco Unity Express voice-mail
solution. The lesson focuses on an integrated Cisco Unity Express voice-mail system with
Objectives
Upon completing thislesson, youwill be ableto describe the available traces that can be used
to troubleshoot issues that are related to voice mailboxes and the Message Waiting Indicator (MWI). This ability includes being able to meet these objectives:
Describe how to troubleshoot Cisco Unity Express issues on Cisco Unified Communications Manager Express and on Cisco Unity Express
Troubleshoot a SIP integration issue
Troubleshoot an MWI issue
Troubleshoot a subscriber and mailbox issue
Cisco Unity Express Troubleshooting

Methodologies
This topic describes Cisco Unity Iixpress troubleshooting methodologies and tools.
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Best practice: follow a problem-solving methodology

Start
Finished
Yes
A structured approach to troubleshooting has been proven the most effective method. The
Cisco approach to troubleshooting is a proven and effective process for analyzing problems and
achieving the fastest resolution times. Define Problem and Gather Facts
Defining the problem isthe first step in the Cisco troubleshooting model. Analyzing information helps to define the most likely cause of a problem. To analyze the information, administrators must have knowledge ofthe systems being diagnosed. The first step isto gather facts before formulating a thesis about theproblem. The diagnosis ofthe problem or problems is more accurate if this fact-gathering step is done, and the mote accurate the diagnosis, the
more quickly you can solve the problem.
Create a problem statement while still gathering facts, butafter collecting enough information.
The problem statement defines the problem in a specific, concise, and accurate manner. Although you shouldcontinue gathering facts, a good problem statement makes it easier to focus on the problem and ignore extraneous information. Continue Gathering Facts
At this point, the problem needs more definition. Gathering detailed facts involves using
diagnostic tools to collect information specific to the network and to network devices that arc-
involved in the problem that is defined in the problem statement. You should also gather data that eliminates other possibilities and helps further pinpoint the problem. Asan example, to verify that Layer i connections work, you could use tools such as ping, tracing routes, and Telnet, thus systematically eliminating possible causes. It is important to gain as much information as possible to refine the definition ofthe problem. Without a thorough and specific
definition, the problem is much more difficult to isolate and resolve.
3-166 IntegratingCisco Unified Communications Applications (CAPPSi v8.i
Consider Possibilities
This step is used to contemplate the possible causesofthe problem. Creatinga very long list of possible causes is quite easy. Therefore, gathering as muchrelevantinformation as possible and creating an accurate problem statement is very important. By defining the problem and assigning the corresponding boundaries, the resulting list of possible causes diminishes because the list focuses on the actual problem and not on possible problems.
However, this list includes on\ypossible causes. The administrator must create an action plan, implement it, and then observewhetherthe changesthat were made are effective. If they are
not effective, go back to the list of possible causes and check each ofthe possibilities in the
same way (createa plan, implement it, and observethe results)until the causeofthe problemis
found.
Create and Implement the Action Plan

An action plan is the documentation of steps that you will take to remedy the cause of a network problem. The facts that you gathered shouldhave produced many possibilities for the source ofthe problem. Now it is a matter of investigating each possibility.
When creating and implementing an action plan, it is important that the fix for one problem docs not create another problem. Before implementing an action plan, think it through, and possibly even discuss it with other engineers. Ensure that the solution will fix the problem without creating adverse side effects.
A good practicewhen creatingand implementing action plans is to changeonly one thing at a time. If multiple changes are needed, it is best to make the changes in small sets. This makes it easier to keep track of what was done, what worked, and what did not work. The observation step is much more effective when only a few changes are made at one time. If possible, make
only one change at a time.
Observe Results
Observing results consists of using the same methods and commands that were used to obtain information to define the problem. This process enables the troubleshooter to determine whether the changes that were implemented were effective. Fixing the problem may require more than one change, but the administrator should observe each change separately to monitor progress and to make sure that the change does not create any adverse effects. After making the first change, you should be able to gather enough information to determine whether the change was effective, even if it does not entirely solve the
problem.
After implementing all ofthe changes from the action plan and observing the results, verify whether the action plan solved the problem. If the problem is solved, document the changes that
were made to the network.
If the changes did not work, go back and gather more information or create a new action plan. While working through the action plan process, you might find more possible causes. Write them down. If the current action plan docs not work, you will have notes about other possibilities to consider.
If you feel that you have exhausted all possible causes, go back and gather more information that can give insight into more possible causes.
3-167 Cisco Unity Express Implementation in Cisco Unified Communications Manager Express Environment
Repeat as Necessary Iterations, or repetitions, of certain steps within thetroubleshooting model will help you to narrow down the causes ofthe problem. Theadministrator moves closerto solving the problem aseach cycle ofthe action plan isexecuted. Before moving on to repeating the action plan, implementation, and observation process, undo any changes that had adverse effectsor did not work or fix the problem. The documentation ofthe changes that aremade during each step of the action plan will make it easier to undo the changes. Document the Changes Documentation is a pan of troubleshooting. Keeping track ofthe changes that were made (which configurations, routers, switches, or hosts were changed and when the changes occurred) provides valuable information for future reference. There is always a possibility that
something that was changed affected something else that was not noticed at the time. If this
situation occurs, refer to the documentation to undo the changes. If a similarproblem occurs in the future, the administrator can refer to thesedocuments to resolvethe problem that is based
on what worked the last time.
Historical information is very useful in the case of a network failure. It provides a reference for seeing which changes were most recently made to the network.
3-168
The Big Picture

The Big Picture helps when troubleshooting issues with Cisco Unity Express
Identify the main areas to consider when troubleshooting

calls forwarded to voice mail. Focus on the key
components:
* Cisco Unified Communications Manager Express IP phone configuration
- Voice-mail dial peer
CiscoUnity Express - Voice-mail application Subscriber configuration
Cisco Unified
Communications
Ephone-dn
Manager Express
When troubleshooting, it is a good idea to identify the main areas and to focus on the key components. A detailed understanding ofthe sequence of events is also useful. Looking in depth at a specific area may not be helpful. For example, consider a simation where voice-mail calls do not arrive at Cisco Unity Express, Detailed Cisco Unity Express troubleshooting is not necessary because the problem area must be located somewhere earlier in the sequence of
eventsperhaps in Cisco Unified Communications Manager Express. To troubleshoot calls forwarded to voice mail, the key areas are as follows:

IP phone configuration Voice-mail dial peer
Cisco Unity Express
Voice-mail application Subscriber configuration
3-169

Verify the Cisco Unified Communications Manager Express configuration.
ulii: Jt!< !.
Venfy the Cisco Unified Communications Manager Express

configuration.
Troubleshooting sequence from call forward through to voice-mail

dial peer
dial-peer voice 25 00
description vo
vo
p
TIE
telephotiy-se rvic
voicemail 2500
cema i l
destination-pat tern 25
session protocol ai pv2
1.4 .3
ephone-dn
number
1
nc
10 01
ass lion target ipv4 ;10
call-forward
dtmf-relay a ip codec g7 llulav

no vad
o t i fy
Cisco Unifi
Communications
Ephone-dn
Manager Express
Verify the Cisco Unified Communications Manager Express configuration. The troubleshooting sequence could be from the cphonc-dn call forwarding configuration through to
the voice-mail dial peer.
Troubleshooting can be simplified by following the voice-mail sequence of events and dis associated Cisco Unified Communications Manager Express configuration. For example, calls are forwarded from an individual ephone-dn to the voice-mail extension. The voice-mail extension is defined as a destination pattern in the voice-mail dial peer, which specifies the Cisco Unity Express IP address as the session target.
Use the show running-configuration command to display the Cisco Unified Communications Manager Express configuration. Example configuration:
dial peer voice 2SGQ vcip description vcicemai". CL'L
dest inat ior.-pattern 2S . .

session protocol
seasior. target
sipv2
: pv4 :1G .1 .4 .1
dtmf- re.ay sip r.ot ify

codec g7iinlaw
r.o vad
te.epr.or.y-serv.; voicemail 252 G
ephor:e-an
nurtfcer
:
v.c >n
1001
cal 1 forward
25CC
timco'Jt
1!
3-170
Using show Commands

Use show commands to verify Cisco Unified Communications Manager Express configuration
and operation.
Using show Commands

Use Cisco Unified Communications Manager Express show commands to display status and settings of dial peers, ephones, ephone-dns. and telephony service, for example.
Context-sensitive help (?)

CMESshow 7
aaa
Show AAA values Show commands for AAL2
aal2
CME#show dial-peer voice summary CME#show telephony -service ephons -dn

ephone-dn 1 dual-1 i n e
number name 1001 Jones
John
call-forward coll-forward
busy
noan
1D43
4000
timeout
10
Use show commands to verify Cisco Unified Communications Manager Express configuration and operation. Cisco Unified Communications Manager Express show commands can be used
to display the status and settings of voice mail-related parameters:

Ephone Ephone-dn
Telephony service Dial peer
The Cisco IOS Software context-sensitive help feature provides help at any point in a command when a question mark (?) is entered. Perform the following to view the Cisco Unified Communications Manager Express show command options using context-sensitive help:
CMEit show dial-peer ?
carrier Carrier ID configuration
cor
trunk-group-label
Class of Restriction settings.

Trunk Group Label configuration
voice
Voice Encapsulated Peers
(POTS or VoIP)
CME# show dial-peer voice ?

<; 1 - 2 14 7 4 8 3 6 4 7 >
The unique Tag for this peer
busy-trigger-counter
summary
Shows busy trigger call counting on VOIP dial-peer

Summary of all dial peers Voip dial-peer
Output modifiers
voip
CME# shew dial-peer dial-peer hunt D
-oi.ee
summary
3-171
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23001
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OPER
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STAT PORT 50/0

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per?
up
50 'C 2 50/0:3
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pc-Afc
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Integrating Cisco Unified Communicalions Applications (CAPPS) v8 0
Display Voice Call History

This sectiondescribes how to display CiscoUnifiedCommunications ManagerExpress voice
call history.
Display Voice Call History

CUES
show call history voice [brief [id identifier] | compact [duration {leas | more) seconds ] | id identifier | last number | redirect {rtpvt | tbct}]
[stats]
Display voice call history on Cisco Unified Communications

Manager Express
Options include brief and compact
Example shows a call forwarded to extension 4000 (voice
mail) with IP address 10.1.4.3 (Cisco Unity Express)
CME#aho call history voice compact <callID>

271
A/0 PAX
ORG
T<Bec> Codec
TO Hods
typa
TELE
Peer Address
P1001 P1010 P4D00
IP R<ip>:<udp> disc-cause
D13 D10
270 ANS 272 ORG
T19 T19
gTllulaw gTllulaw
TELE VOIP
10.1.4.3.14870
D10
Display the voice call history to verifythat Cisco UnifiedCommunications ManagerExpress

forwards voice-mail calls to Cisco Unity Express.
To display the call history table for voice calls, use the Cisco UnifiedCommunications Manager Express show call history voice command. Command optionsare as follows:

Brief: (Optional) Displays a truncated versionofthe call history table.

id identifier: (Optional) Displays only the call with the specified identifier. The range is
from ! to FFFF.
Compact: (Optional) Displays a compact version ofthe call history table. duration seconds: (Optional) Displays history information for calls that are longer or shorter than a specified number of seconds. The arguments and keywords are as follows:
less: Displays calls shorter than the seconds value. more: Displays calls longer than the seconds value.
seconds: Elapsed time, in seconds. The range is from 1 to 2147483647.
last number: (Optional) Displays the last calls that were connected, where the numberof calls that appear is defined by the number argument. The range is from 1 to 100.
Redirect: (Optional) Displays infonnation about calls that were redirected using Releaseto-Pivot (RTPvt) or Two B-Channel Transfer (TBCT). The keywords arc as follows:
Rtpvt: Displays information about RTPvt calls.
Tbct: Displays information about TBCT calls.
3-173
stats: (Optional) Displays information about digital signal processor (DSP) voice quality
metrics.
The example in the figure shows a call from extension 1010 to extension 100] and forwarded
to voice-mail extension 4000 on Cisco Unity Express (IPaddress 10.1.4.3). The following
fields are displayed:
calllD: Unique call identifier.
A/O: Call leg was an answer (ANS) or an originator (ORG). Codec: Codec that is used for this call leg.
Type: Call type for this call leg; for example, VOIP or TELE (plain oldtelephone service
[POTS]).
Peer Address: Called or calling number ofthe remote peer. For example. P4000 indicates
apecr address with called number 4000 (called because the Type isORG (originated call). IP R<ip>:<udp> : Destination IP address and port number. Forexample, 10.1.4.3:16870 is the Cisco Unity Express IP address 10,1.4.3 using port 16870.
disc-cause: The call disconnect cause code. Some examples: 1)10 is disconnect cause 10(HEX) for normal call clearing
D13 is disconnect cause 13 (HEX)indicating no answer
Note
The show call active voice command can be used to display active calls.
3-174
Integrating Cisco UnifiedCommunications Applications (CAPPS) u8 0
Using debug Commands

This section describes the Cisco Unified Communications Manager Express debug command.
Using debug Commands

Cisco Unified Communications Manager Express debugging can be
turned on independently for specific modules. Each module has a number of options that can be turned on
individually. For example, the VoIP module dialpeer option.

Context sensitive help(?) Use the terminal monitor command to direct output to Telnet or
SSH.
Debug settings return to their default if the software is rebooted.
CME#
terminal
monitor
CME# debug voip ?

call Voice Call ca
.1 debugging
API
ccapi dialpeer
Control
dialpeer debugging
The Cisco Unified Communications Manager Express debug commands can be turned on and
off independently for specific modules. Each module has a numberof options that can be
turned on individually.
For example, the debug voip module has many options, including the dialpeer option.
By default, the debug output is sent to the Cisco Unified Communications Manager Express router console. No debug output will be displayed if the administrator uses Telnet or Secure
Shell (SSH) to access the router:
Use the terminal monitor command to direct debug output to Telnet or SSH.
Debug settings return to their default if the software is rebooted. By default, all debugging options are off.
The debug command options can be viewed using the Cisco IOS Software context-sensitive help (?). Perform the following to view the Cisco Unified Communications Manager Express
debug command options:
CME# debug voip ?
aaa VoIP AAA
ais
AIS
(Application Information System)
application
avlist
Application Framework library debugging

avlist debugs
call ccapi confmsp

dcapi dialpeer dsm
Voice call debugging Call Control API Conference Media Service Provider
Device Control API dialpeer debugging DSP Stream Manager Debugs
dsmp
dsp dspapi ) 2010 Cisco Systems. Inc
Distributed Streams Media Processor

DSP Generic DSP API
3-175
eddri ei--prof:.e
enut.
edari debug Debug extension mobility profile commands

EMUM mf ormat i on
event-log
fileacct
Event logging
Vol? file acct
-"221
r.p:
!:.320 call H.221 BAS protocol slack debugging

il-T 54x' DSP messages
ipcor
voip _peer debugging
rnipp
profile
rawvsy register
voip r.ipp debugging

debug voip profile
Raw Message vo:ce-register debug information
rtcp rtp
sai
Enanle VOIP RTCP debugging trace Enaole VOIP RTP debugging trace
Service Advert isement Framework
source-group
Source-group debugging
sitop srtp
statistrcs
loafcle VOIP SRTCP debugging trace Knable VOIP IOS SRTP debugginq trace
Voice Statistics
swT.tpmsp trar.slaticr_ tap un
Software MTP Media Service Provider Denag translation rules Telephony Servi ce information Debug Voice URI
vtsp xcodemsp
Voice Telephony CaiI Control informal ion Transcoding Media Service Provider
3-176
Useful debug Commands

This section presents some useful debug commands for troubleshooting Cisco Unified Communications ManagerExpress voice-mail integration issues.
Useful debug Commands

The debug ephone command is useful for troubleshooting IP phones.
The debug voice command is useful for troubleshooting voice

problems
The debug voip command is useful for troubleshooting VoIP.

CHE#debug ephone 7
after-hours
alarm
bit
ephone after-hours debugging ephone alarm message debugging Enable ephone BLF debugging
Enable Enable
can-compatibility
detail
Enable Enable
ephone ccm-compatibility debugging ephone detail debugging
CME#debug voice ccapi
CMEttdebug voip ccapi
The following are some useful debug commands for troubleshooting Cisco Unified
Communications Manager Express voice-mail integration issues:
The debug ephone command is useful for troubleshooting IP phones.

The debug voice command is useful for troubleshooting voice problems. The debug voip command is useful for troubleshooting VoIP.
To debug the voice call control application programming interface (API), use the debug voip ccapi privileged EXEC command. The debug voice all command outputprovidesdebug output for all the debug commands for voice call routing that is shown in one display.
To trace the execution path through the call control API, use the debug voip ccapi inout command. The call control API serves as the interface between the call session application and the underlying network-specific software. This command shows how a call flows through the
system.
3-177
Cisco IOS debug Commands: SIP

Use the debug ccsip command to troubleshooting problems with Session Initiation Protocol
(SIP).
The debug ccsip command can be used when
troubleshooting SIP problems. Use the messages option.

The Calls option displays SIP call details.
All displays all SIP-related debug information.

CME#debug ccsip ?
all calls Enable Enable Enable
Enable
all SIP debugging traces
CCSIP SPI calls debugging trace

SIP-DHCP debugging trace SIP error debugging trace
dhcp
error
events
Enable
Enable Enable Enable Enable
info media
SIP events debugging trace SIP info debugging trace

SIP media debugging trace
messages
preauth
states
CCSIP SPI messages debugging trace SIP preauth debugging traces
Enable Enable
CCSIP SPI states debugging trace

SIP transport debugging traces
transport
Use the debug ccsip command to troubleshooting problems with SIP. The calls option traces the SIP call details as they areupdated in the SIP call control block. The all option displays ali SIP-related debug information. Use the messages option to view SIP messages.
Perform the following to view the Cisco Unified Communications Manager Express debug
ccsip command options:
CMEs debug ccsip ?
all
Enable all SIP debugging traces
cal_s
dhcp
er ror events
Enable CCSIP SPI calls debugging trace

Enable SIP-DHCP debugging trace
:-:nabIe SIP error debugging trace Enable SIP events debugging trace
info --.edia messages preauth states trar.spor _
Enable Enable Enable Er.afcle Enable Enable
SIP info debugging trace SIP media debugg: ng trace CCSIP 3FI messages debugging trace SIP preauth debugging traces CCSIP SPI states debugging trace SIP transport debugging traces
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!2010Cisco Systems, Inc
Cisco Unity Express Troubleshooting Philosophy

This section describes the Cisco Unity Express troubleshooting tools and philosophy.
Cisco Unity Express Troubleshooting Philosophy

GUI administrator does a minimum of troubleshooting:
' MWI refresh system parameters and limits check Fry log and trace commands, CLI access is required
show commands are used to verify system parameters and status

Cisco IOS rouler, Cisco Unified Communications Manager Empress snow commands
Cisco Unity Express CLI show commands1 stiow incrementing aror counters and locus on the module aid enlily causing them
Logging messages: Unsolicited information from the system

' Kept by Ihe syslem al all limes Logged to storage by default, subsellogged to flash
Fihenng based on attributes, such as severity level
Tracing. Solicited detailed information from the system

Inlor mat ion on liming and sequences of activities Messaging and events between syslem components Can be enabled Irom the GUI or the CLI. but can only be viewed from the CLI
The GUI, although effective for day-to-day additions, moves, and changes, is not an effective tool for troubleshooting the Cisco Unity Express system. You can use the GUI to reload Cisco Unity Express, view system configuration, refresh MWI lights if they are out of synchrony, and
turn on the tracing function. To effectively troubleshoot, you must use the command-line interface (CLI) tools and functions.
There are three categories of tools that can be used from the Cisco Unity Express CLI. The first category is the show commands.
Use the many available show commands to view the configuration, settings, and status ofthe
Cisco Unity Express system.
Logging messages are another troubleshooting tool that you can use to diagnose a problem. The unsolicited messages that come out ofthe system have a severity level that is associated with
them.
These messages usually go to an internal login memory or to an external syslog server, if configured.
Tracing is the equivalent of debugging in Cisco IOS Software. Summary information to detailed information is displayed on the screen, sent to a syslog server, or stored in memory.
Use the trace tools to focus on a specific aspect ofthe system.
3-179
Cisco Unity Express tm pie mentation in Cisco Unified Communications Manager Express Environment
Useful show Commands

This section presents some useful show commands for troubleshooting Cisco Unity Express.
Useful Cisco Unity Express show commands include:

< show ccn application: Lists all system and user-defined applications
in the system
show ccn prompts. Checks all system and user-defined prompts in

the system
show ccn scripts Checks all system and user-defined scripts in the
system
' show ntp config. Lists NTP servers that are configured in the system
show users Displays users
show groups Displays groups

show voicemail detail mailbox ownend. Gives details for the
persona! mailbox or General Delivery Mailbox
show voicemail mailboxes orphaned: Displays a list of orphaned

personal or General Delivery Mailbox mailboxes
' show running1 Displays the running configuration of the system
Ihere are many other show commands that can be helpful in InnibleshootingCisco Unity Express, Ihe administrator executes all the show commands from the Cisco Unity Express CLI. Useful Cisco Unity Express show commands include the following:
show ccn application: Lists all system and user-defined applications in the system show ccn prompts: Checks all system and user-defined prompts in the system
show ccn scripts: Checks all system and user-defined scripts in the system
show ntp config: Lists Network Time Protocol (NTP) servers that are configured in the
system
show users: Displays users
show groups: Displays groups
show voicemail detail mailbox ownerid: Gives details for the personal mailbox or
General Delivery Mailbox
show voicemail mailboxes orphaned: Displays a list of orphaned personal or General Delivery Mailbox mailboxes
show running: Displays the running configuration ofthe system
3-1f
System Events
Start Cisco Unity Express troubleshooting by looking for errors in the system modules.
lystem Events
Use the show errors command to display the number of errors found per module.
CUE* Module
HODULB
ho
err ore
error
report:
ENTITY
ACTIVITY CIeanShu tdown ERROR
HUM ERRORS
Recovery
l i m i t Kanagez
cli
Recovery
3
2
1i mi tsHanag er
server
xml parser
atp
DBUG DBUG
dtp
atp
107 3
1
ManagerScript
ManagerAppl
ManagerConeact
ccn
ccn ccn ccn
DBUG
DBUG
1
2
Engine SubsyetemCnt
GENERIC
DBUG DBW3 DBUG

DBDQ
1*3
1 20 150* 1 1 1 1
SubeystenSip
LibHedia
SubsyatemBttp
SubBYStemHRDM
BUS
DBUG DBUO
SubeystemRmCm
weblnter
ace
session
login
To start troubleshooting Cisco Unity Express, use the show errors command to see which components ofthe system have errors. Invoke the problem that is occurring, if it is repeatabie, and try to identify which modules are increasing the error counters.
Then, use the show logs command to view the togs and the show log name logname command
to view the contents of the log files. This information may further define the problem or component that is causing the errors.
3-181
Logging
This section describes Cisco Unity Express logging.
Loy QHH'f
Four levels of logging output exist in Cisco Unity

Express:
* Info: syslog levels Debug, Info, and Notice
* Warning: syslog level Warning * Error syslog level Error
" Fatal: syslog levels Critical, Alert, and Emergency
Three possible destinations for logging messages:

* Message.log text file on the hard disk or flash of Cisco Unity Express (default) 100-MB maximum size, history of two is
kept
* Console of Cisco Unity Express * External syslog server
There are four levels of output within the logging functions of Cisco Unity Express. They are
listed here in order, from least significant to most significant, as follows:
Info: Informational messages and notices

Warning: Events that may require attention
Error: Significant events that can affect functions
Fatal: Critical alerts and emergencies that can affect the stability ofthe system
By default, a Cisco Unity Express Network Module system sends all four categories of logging
messages to a messagcs.log file on the hard disk or flash. The message.log text file is limited to a 100-MBmaximum size. A history of two message log files is kept as follows:
Whenthe message.log file reaches a set size, the system renames it messages.log.prev and
starts a new messagcs.log file.
When the messagcs.log file once again reaches a predetermined size, the old messages, log.prev is deleted. The currentmessages.log file is renamed messages.log.prev, and another new messagcs.log file is created. This loop continues indefinitely.
The logging output can be directed to the following three destinations:

Messages.log: The logging messages can be sent to this text file, which resides on the hard
disk ofthe Cisco Unity Express Network Module or Cisco Unity Express Network Module Enhanced Capacity system or in the flash ofthe Cisco Unity Express Advanced Integration
Module (AIM) system. This action is the default.
3-182
Console: Real-time messages or historical logs that can be displayed on the Cisco Unity
Express console.
Syslog: The logging messages can be sent to an external syslog server.

2010 Cisco Systems. Ire
The Cisco Unity Express Advanced Integration Module (AIM) uses flash instead of a hard disk, thus resulting in a different logging behavior than that ofthe Cisco Unity Express Network
Module. Using flash can become an issue because ofthe limited number of times that the data can be written to a section of flash before the flash wears out Because of this possibility, Cisco Unity Express AIM logs by default only fatal and error messages to the messages.log file. The information and warning messages are not written to flash unless the system is specifically configured to do so. Cisco Unity Express AIM uses a flat log; when the log is full, any additional output is lost. This design ensures that the flash card is not overused.
3-183
Show Log Files

The figure displays a list of Cisco Unity Express log files.
la^âi,v^^Zabk^"iffiIJ^klSt,ifi,Vi4a', E^'uiS:^.. fc '
Wi*' -i h . ?
Snow Loy Files

a Use the show logs command to display the storec log files.
CUE* show logs
SIZE LAST MODIFIED TIME
NAME
0
C 1B02;
Fri Mar
Fri Mar
19
19 24
16:09:16 GMT
16:14:01 12:39:31 GMT GMT
2010
2010 2010
CiacoJtapil.log CiacoJtapi2,log csl-log
Wed Mar
100103
35229
2621S 9417 63557 104748a
Sat Sep 12
Fri Mar
Fri Fri Mar Mar
04:32:07 BST 2009

16:04:31 GMT
16:10:49 16:10:22 13:16:23 16:09:19 GMT GMT GMT GMT
19
19 19 24 19
2010
2010 2010 2010 2010
klog.log.prev csl.log.prev install.log

dmesg
Wed Mar Fri Mar
syslog.log
atrace save.log verity.log shutdown.log
40
50050 907071
177
Sat Sep 12
Fri Tue
Fri
04:32:44 BST 2009

16:04:39 15:53:31
16:10:35
Mar Mar
Mar
19 09
19
GMT GMT
GMT
2010 2010
2010
install.log.prev
debug server.log sshd.log
postgres.log
1193 4046 6BS74
Fri Fri Fri
Mar Mar Mar
19 19 19
16:10:35 16:11:04 16:10:38
GMT GMT GMT
2010 2010 2010
lElog . log messages.log

shuCdc wn
4999313
4245 100350
Wed Mar 24
Tue Mar 09 24
13:16:46 GMT
15:53:51 10:21:52 GMT GMT
2010
2010 2010
inataller.log
Wed Mar
syslog.log.prev
Use the show logs command to show the existing log files on the Cisco Unity Express module, 'lany log files exist on the system, for example: Messages.log contains the logging messages. Syslog.log contains syslog information.
CiscoJtapil .log contains infonnation about the JTAPI connection to Cisco Unified Communications Manager.
CiscoJtapi2.log is used when the CiscoJtapil.log is full.
Atrace.log contains trace information.
Atrace save.log contains previously saved trace information. To display a log file on the console or download it to a server, the administrator needs to know the name ofthe log. The show logs command displays the log files on the system. The show logs command displays all available log files. The logging messages are stored in the messages.log file. The administrator can then use the name to copy the file to a remote FTP server to view the file or to use it in fault escalation.
3-1!
Viewing Log Files

Use the show log command to view log files.
Viewing Log Files

CCEtt
show log name name[containing expression | paged | tail]

Display the contents of a log file on the Cisco Unity Express console Search file contents, page or view new log messages (tail)
CUEli show 1 og
name cs1.log contain licens*

to exit...
PrsBB
Kar 19
*:CTRL- C>
20 10
16:04:35 brl-lic:CSl license bootflasb backup [742/65536]

0
successful!
license platform inlt . .

lie
idbs ipc server inl t 0
lie lie lie lie
pnsad ragistar callbacks
boss inlt syslog notifications edie platform inlt . . D ansa ipc ssrvar inlt-. 0 l i e nsed register callbacks license inlt syslog notifications
Mar 19 2010
17:02:33 brl-lic:CBl license bootflash backup [6741/65536]

17:42:55 brl-licicsl license bootflash backup [6746/655361
successful 1
Mar 19 2010
Bueoessfull
To view the contents ofthe messages.log file from the console, use the show log name filename command. Use the optional paged, containing, and tail keywords to limit the output that is shown on the screen. The default operation is to display all messages in the log file until complete.
To display logging data, use the show log command in Cisco Unity Express EXEC mode. The
command syntax is as follows: show log name name [containing expression | paged | tail)
name name: The name ofthe log file to display. Use the show logs command to display a
list of available log files.
containing expression: (Optional) Only display events that match a search expression.
Paged: (Optional) Display in paged mode.
Tail: (Optional) Display the latest events as they occur.
Press Ctrl-C to break out of this command while output is displaying to the console or when
a Cisco Unity Express module appears unresponsive.
Note
Example show log command output for messages.log:

CUEltt show log name messages.log
Press <CTRL-C> co e x i t . . .
#!/bin/cat 13:18:53 legmgr:
BEGIN FILE
<195>Mar 24 13:19:23 localhost java[2513]:
ERROR com.Cisco.aesop.mgmt
com.cisco,aesop.mgmt.voicemail.JTAPIUtil getActiveCCM
com.cisco.aesop.sysdb.xactSysdbException; System is not online yet
3-165
The following is an example of show log command output using the contain option to search the csl.log license log file:
CUE it*
Press
show log name csl.log contain license

<CTRL-C> to exit...
Mar 19 2C1G 16:04:3:": brl-licicsl

successful.
license bootflash backup
[S742/655.36]
". .1 cense platfcim_iiiit == 0

license ipc server j nit-- 0
1 icensed_:egis'.ei_tal Ibatiks -icerise_Lnit_ syslog_noL Titration:;

1 icerist _plat f oim_mit == 0 license_ipc_server_init- - 0 i;censed_register_callbacks
- icense_mi t_sys iog_not. ifications

Mar 19 2 C10 1": 02:33 brl--ic:csi license bootflash backup L6741/65536^
successruI.
Cisco Unity Trace Tool

This section describes the Cisco Unity Express trace tool.
Cisco Unity Express Trace Tool

Equivalent of Cisco IOS Software debug command Composed of modules
Modules are composed of one or more entities - Entity may have one or more activities under it
- Output to trace buffer or stored in atrace.log file
Used as temporary troubleshooting tool

CDE(config # log trace 1 ocal enable
CUE* show
trace ENTITY MODULE
SETTING
No tracing active
LOG NAME
STATUS
atrace.log
enablad
Although logging consists of unsolicited messages, tracing is configured by the administrator. Tracing in Cisco Unity Express is the equivalent of using debug commands in Cisco IOS
Software.
Knowledge of the system architecture is useful for understanding the structures within the trace
settings. Within trace, there are modules. Within the modules, there are entities. Entities are composed of one or more activities.
When configuring tracing, the administrator can enable all of these entities or any combination
of them.
Trace output is stored in the atrace.log, which is stored on the hard disk ofthe Cisco Unity Express Network Module system or the flash of the Cisco Unity Express AIM system.
Use the log trace local enable command to allow the trace buffer to be written to flash.
Note Turning on excessive tracing can cause performance issues in the Cisco Unity Express system. Use tracing only as a temporary troubleshooting tool. Turn off tracing when the relevant output has been gathered.
3-187
Using trace Commands

This section describes Ihe Cisco Unity Express trace command.
.3sfa&'is&a,*,f*s..|,i'<i
Tracing can be turned on independently for specific modules. Each module has a number of entities that can be traced individually Each entity has act iwties that can tie traced individually
The trace all command overrides any prior, more granular,

trace commands
Trace on and off settings return lo their default if Cisco Unity Express is rebooted The no trace all command turns tracing off.
CUE# trace ?
Module
Module
phoneserviceinfra
vmclient
aaa voiceview-ccn
Module Module
management
um2
Module
Module
To enable tracing from Ihe CLI. use ihe trace command. The trace command can be used to turn on a specific trace entity, a whole trace module, or all tracing. Turning on tracing tor a higher-level object overrides tracing of lower-level objects.
Much like debugging in Cisco IOS Software on a router, tracing does not survive the reboot of Cisco Unity Express. The trace setting returns to its defaults on a reboot.
The no trace all command turns tracing off.
Perform the following to view the trace command options:

CMER trace ?
phonose rvi ce 1 nf i a Med..! c

vir.client
aaa voi ceview- ;cr.
Module Module
Mcdule
Module Module
-f.anagemer.-.
urn 2
sysao eperar. icn
Module Moaule
Module Mod,, lo
edilorexpiess
cor.: -gapi
Mcd..le Mod.,le Moale
gate way
dbelient
ccr.
Module Moau'.e
Module Mod j1e
ccrif-.q-c".
snr.p
voicema.i
all
rest u"S
Ever>
Module
Module
module,
entity and activity
secjr:: >
lias
Module
Ycdule Mcd..le
UQLDdCe:
3-188
caff-sip
voiceview
Module
Module
capi
Module
entityManager smtpclient
weblnterface
Module Module
Module
limitsManager webapp
license
Module Module
Module
eecompiler supertbread
siterr.anager networking
esca
Module Module
Module Module
Module
ntp
dns
Module
Module
2010CiscoSystems, Inc.
3-189
Cisco Unity Express tmpiementa lion in Cisco Unified Communications Manager Express Environment
Trace and Log File Management

This section describes Cisco Unity Express trace and log file management.
"race and Los
Copy trace or log files to an FTP server.

CUB* copy
log mesaages.log url t tpi/ /anonynoiiBeiO . 5 . 2 . J2/mesgages . log % Received % xferd

0 D 100 1428k
% Total
Average Speed Dload Upload

214Bk 0
Time Total
..,..;..
Time Spent
. _ . - - : _-
Time Left
-_;--: - -
Current
Speed
2 765k
100
1423k
CUE* copy log atrace.log url

<t T o t a l
ftp://anonymouBeiO.5-2.32/atrace.log
Average Speed
Dload Upload Total
93011 0:00:01 0
% Received % Xferd
0 0 100 lS3 7k
Time
Current
0:00:01
Curr.
Left
0:00: 00
Speed
964k
100
:537k
Send the system log output to a syslog server

CDElconflg)# log server address 10.5.2.32
Save trace settings over a reload

CUE# log trace boot
The copy log logname url url command is used to copy the logging files to a server, such as an FTP server. Once copied, the text-based log tiles can be viewed using in a text editor. Because the amount of information in the file can be significant, the search features of many
text editors can be useful for finding specific information or time stamps.
The trace.log trace output file is not text-based and cannot be viewed using a text editor. It may be necessary to send the traec.log file to Cisco when requested by technical support. The log server address \ip-address \ hostname] command is used to configure an external
server for saving log messages.
If no syslog server is present in the network, the logging messages that are stored in the log tile
can be viewed by sending the messages.log tile to an FTP server. After the file is on the server, you can view the tile by using any text editor. Using a text editor is much easier than trying to
view the messages.log tile on the console ofthe Cisco Unity Express system. To sa\ c the trace configuration upon rebooting, use the log trace boot command.
3-190
Integrating Cisco Unified Communications Applications (CAPPSI vB 0
e 2010 Cisco Systems, Inc
Viewing Trace Output

This section describes how to view Cisco Unity Express trace output.
Viewing Trace Output

CTJE#
show
trace buffer
[containing
long
short
tail]
Display the contents of the trace buffer on the console
Search buffer contents or view new trace messages

CDE# show trace buffer long
Press <CTRL-C> to exit...
2131 03/06 15:23:11.390 voicemail
mailbox "Oser login"
/sw/local/users/bjones
CUES show tracs buffer short
Press <CTRL-C>
to e x i t . . .
2131 03/08 15:23:11.390 VHSS vmb* 6 /sw/local/users/bjones
CUES show trace buffer containing 03/08

Press <CTRL-C> to e x i t . . . 0
15:"
0
2131 03/08 15:26:53.706 VMSS vmsg
1015629954696
2348 03/08 15:27:03.244 VHSS vmsg 16663 get

2131 03/08 15:2B:11.803 VMSS vmbx B /bw/loca1/user s/hj ones
To display a list of events in memory, use the show trace buffer command in Cisco Unity Express EXEC mode. Stop the output by pressing Ctrl-C. The trace buffer in memory can be up to 10 MB in size. show trace buffer [containing string (long | short] | long [paged] | short [paged] | tail [number [long | short]]]
containing string: (Optional) Displays only events that match a search expression.
long: (Optional) Displays expanded text for many error and return codes.
short: (Optional) Displays hexadecimal codes.
paged: (Optional) Displays the output a page at a time. tail: (Optional) Display the latest events as they occur.
Number: (Optional) Displays the most recent number of events.
To display a list of events from the atrace.log file, use the show trace store command in Cisco Unity Express EXEC mode. To trace laTgc amounts of data, send the information directly to the FTP server. Offline traces have the least performance impact. This activity is accomplished from configuration mode as
follows:
Use the log trace server url command to define the FTP server.
Use the log trace server enable command to enable trace output to the FTP server.
Issue the show trace buffer tail command to view trace information in real time.
Note
3-191
GUI Trace Settings

This section describes how enable Cisco Unity Express trace options using the GUI.
"ace Setttnqs
Choose Administration >

Traces to enable trace
J__ n*i"n**t
options.
Same trace options as CLI

Select check boxes to
enable traces
'
udprmrr
Hit
"
_| {WllfflA
^J[Eafltfl
Click Apply to activate changes

Traces cannot be viewed from the GUI. Some boxes are checked
-
'
p| dJlWUitlt
-Jflfbug
j r _ ' g^jpn
^
V ' koLlflfl*
*
' Tutor""'ft
î^JJJlJfcBj^
-JfpHht
_jmwflfiiop
'
,j *avrm*i*t
JWlDftWllflH t*q#
- ^-fw*
j^r0Wm)a^
,-JOIHHH
^v
by default (highlighted).
^^_ ' Tttti^f

T+I"" "
_JW*AtflAH
*
*
-JlKOHBttH
-JWftMP
'fo enable Cisco Unity Iixpress trace options using the GUI, navigate to Administration > Traces. The window displays a hierarchical listing ofthe system components. To enable a trace on a system component, click the cheek box next to the name ofthe component. To expand the listing of components, click the plus (+) sign next to the upper-level components. Check the box next to an upper-level component (a module or entity) to enable the traces for all of the components under that component. Uncheck the box next to an upper-level component to disable the traces for all ofthe components under that component.
(.Tick Appl) to sa\e your changes. Click OK in the confirmation window.
The GUI and CLI have the same trace options. However, traces cannot be viewed from the
GUI.
GUI Macro Feature

This section describes the Cisco Unity Express GUI macro feature.
lacro feature
Selecting a module automatically selects individual suboptions

Macro feature
_J fupnmrnd
Jl
Example: selecting the

voice-mail check box
- All nested boxes are

also checked
' _i*
- -Hint
Automatically
Checked
Individual options can be

checked or unchecked at the micro level
Jmuk
ImwamtM Onto
The Cisco Unity Express GUI macro feature speeds up the process of selecting trace options. When selecting a trace module, the macro automatically selects the individual suboptions.
For example, after selecting the voice-matl check box, all nested boxes are also checked.
Individual options can be checked or unchecked at the micro level.
3-193
Reports
This section describes ihe Cisco Unity Express GUI Reports menu.
top
Use the Cisco Unity Express GUI Report menu to view system and individual mailbox usage.
Voce ted
famm twUma*p
CZ>
Historical reporting consists of collecting information about call and application activities and
related statistics. Information is then sorted and sent lo local or remote databases. The database
maintenance components that are related to historical statistics consist of a database purging service that periodically removes older historical statistics data and a database synchronization service that simultaneously updates the local and remote databases. The remote database is typically able to store a larger amount of historical data. Navigate to Administration > Historical Reporting > Configuration. Check the box to
enable historical reporting. Click Apply to save your settings.
Navigate to Administration > Historical Reporting > Purge to configure a purge schedule or
purge notification. Navigate to Reports > Mailboxes to view the Mailboxes report. The Mailboxes report output includes the number of messages and total usage for each individual subscriber.
Navigate to Reports > Voice Mail to view system mailbox usage. The Voice Mail report output includes the counters for the number of messages that are stored, as well as the total and
maximum message limes.
3-194
2010 Cisco Sysiems, Inc
Real-Time Reports
This section describes the Cisco Unity Express GUI Real Time Reports menu.
Real Time Reports

Reports > Real Time Reports to view or print voice-mail activity
View call or application activity and statistics
Navigate to Reports > Real Time Reports to view real-time voice-mail activity. Real-time reportscan be viewedor printedfor activeapplications or calls. Summaryoptionsto view are the following:
Summary Rejected Calls Summary Incoming Calls
Summary Invoked Applications
TheContacts Summary window provides useful statistics suchas the following:

Active Calls
Inbound Calls Outbound Calls

Total Calls
Rejected Calls
Abandoned Calls
The report window is refreshed every 5 seconds (by default).
3-195
Troubleshooting SIP Integration

This lopic describes how to troubleshoot Ihe SIP integration of Cisco Unity Express and Cisco Unified Communications Manager Express.
Cisco Unified Communications Manager Express and Cisco Unity Express communicate via SIP. Voice-mail integration issues require troubleshooting SIP between these systems. Verify that SIP configuration parameters such as IP address and protocol version (SIP version 2) are the same for both
systems.
j_4
Manager Express
Cisco Unified Communicalions Manager Express and Cisco Unity Express communicaie via SIP. This method of communication means that voice-mail integration issues require troubleshooting SIP between these systems.
Verify that SIP configuration parameters, such as IP address and protocol version (SIP version
2), are the same for both systems.
3-196
SIP Call Flow
The figure shows a SIP call flow between Cisco Unified Communications Manager Express
and Cisco Unity Express.
SIP Call Fiow

SIP INVITE message initiates the call setup between Cisco Unified Communications Manager Express and Cisco Unity Express.
Message direction depends on which side originates the call

SIP 200 OK is sent when the call is answered
CiscoUnity
Express
Cisco Unified
Communications
Manager Express
SIP uses different message types to initiate andcontrol voice calls. The SIPrequest messages
are as follows:
INVITE: Indicates that a user or serviceis being invited to participate in a call session
ACK: Confirms thata clienthasreceived a final response to an INVITE request

BYE: Terminates an existing call; can be sent by eitheruser agent (UA)
CANCEL: Cancels pending searches; does not terminate callsthathave been accepted
OPTIONS: Queries the capabilities of servers
REGISTER: Registers the UA with the registrarserver of a domain
The SIP response messages arenumbered and grouped in the following ranges:
lxx: Information
2\x: Successful responses

3xx: Redirection responses
4xx: Request failure responses
5xx: Server failure responses

6xx: Global responses
The SIP INVITE message initiates the call setup between Cisco UnifiedCommunications Manager Express andCiscoUnity Express. The INVITE message direction depends on which
side originates the call. The SIP 200 OK is sent when the call is answered.
3-197
The following summarizes a successful SIP call setup:

Send INVITE message Receive 100 Trying
Recent IHO Ringing

Send 2011 OK
Receive ACK
The following summarizes a successful SIP call clearing:
Send BYE message

Receive 200 OK
Receive ACK
Note
Refer to RFC 3261 for more information about the SIP message types.
3-198
Show Dial Peers

This section describes how to display CiscoUnifiedCommunications ManagerExpress dialpeer parameters.
Show Dia! Peers

Use the Cisco Unified Communications Manager Express show dialpeer command to display the voice-mail dial peer. Verifythe SIP dial-peer parameter configuration.
CHE* show dial-paer voice *000
VolceOveripPeer*COO
peer type - voice, system default peer - PAL3E,

type voice, description 'voicemail CUE',
informs tioo
tag - 40D0, destitution-pattern. '*,..' type - voip, eeetion-target "ipv4:10.1-4.J'

seeion-protocol dtmf-relay
VAD -
ipv!, session-transport -
system
alp-notify
disabled
codec g711ulaw,
paylosd size -
ISO bytes
Use the Cisco Unified Communications Manager Express showdialpeer command to display
the voice-mail dial peer.
The figure shows that dial peer 4000 is configured to trigger fordestination pattem 4xxx (voice
mail). The show dialpeer command output showsSIP parameters that are used when communicating with the voice-mail system. Common configuration problems are the following:
Incorrect IP address for Cisco Unity Express (10.1.4.3)

Incorrect codec configuration
Wrong destination pattern is configured, so thedialpeer is not triggered for voice-mail

calls (4...)
Misconftgured dual tone multifrequency (DTMF)relay

SIP version
Voice activity detection (VAD) is enabled by default. It must be disabled.
The following is an example show dialpeer commandoutput:

BR-l# show dial-peer voice 4000 VoiceOverIpPeer4 000
peer type = voice, system default peer = FALSE, information type = voice,
description = "voicemail CUE1, tag = 4000, destination-pattern = ~4...',
voice reg type - 0,

allow watch = FALSE
corresponding tag - 0,
preference=0,
answer-address = ' ' ,

CLID Restriction =
None
3-199
Cisco Unity ExpressImplementation in CiscoUnified Communicalions Manager ExpressEnvironment
CUD Network Number CLID Second Nunber
" '
sen:
CLID Override RDNIS = disabiea,

rtp-ssrc ~ux = system
source carrier-id - "', source crur:k-gici,p -label group
target carrier-id = "', ', taiget trunk group label Operat ion state is up,
r.u-benr.g Type - 'unknown '
4 I:CO , Admin state is -jp,
incoming ca". led-uu"hei
', connect ions/maximum = 0/unlimited,
CTMF Hc.uy - enabled, modem transport - syste~.

'JRI classes :
IncoTing Ir.coT:r:g
iRequest: (From:
=
Destination
huntstop - disabled,
in oourid appl icat ion asscci a ted : 'DEFAULT '

out bcur.d application associated: dr.is-itap = permission :bet n ''
incoming COR list :7.axim_m capaoility outgoing COR list: minimum requirement
cutgoi ng LPCOR:
Translat_cn prciilc Translation profile
:Incoming) : (Outgoing'1 :
incoT.mg call blocking :
translation prcliic- - " '

disconnect -cause ""r.o-serv; ce '
advertise- Cx4G capacity ..pdate _r imer 2S addrFamily 4 oldAddrl-'ami ly 4

"ailoox selection policy: technology pret:x:
settle-call - disacd ed
r.one
type = voip, session-carget = 'ipv 4:10.1.4.3',
ip -"edia CSC? = ef, ip media rsvp-pass DSCP = ef ip :redia rsvp-faii DSCF - et, ip signaling DSCP - a31, ip video rsvp-nene DSCF -= af41,ip video rsvp-pass DSCP - af41
ip video rsvp-fail DSCP - a41,
ip defending Fiiority - 0, ip preemption priority - 0

ip policy locator voice: ip pol icy ". ocacor video :
"DP checks.i= disabled,
session pio:oce!
= sipv2,
session -1 ransport
= system,
req-qos = test-effort, acc-qos = best-effort, rea qcs video = best-effort, acc-qos video = best effort,
req-qos audio def bandwidth - 64, req-qos audio max bandwidth - 0, req-qos video def bandwidth - 384, req-qos video max bandwidth = 0,
dtmt-reia> - rtp-nte, dtmf-relay - s:p-r_otify,
RTP dynamic payload type values: NTE = 101

Cisco: KSh-'-CO, :"ax= 96, fax-ack=S7, dtmf-121, fax-relay=122 iSAC-124
CAS=123,
A-law-3,
TTY-119,
CIearChan=125,
lLBC-i:6,
PCM switch over u-law-Q,

AAC-ld=114,
GSMAKH-NB=117
,-1264-119
ii'U" tor.e^C , nt e_ tone-0

h263-=llS,
3v2 6rl using static payload 3 .;2 6r24 using st at ic payload

RTP comfor t noise payload type = 19
fax rate - voice,

fax protocol
payioad size -
20 bytes
= system
fax-relay ec~ enable Fax Relay ans enabled
Fax Relay S33 to -33 Enabled iby system configuration!

rax N'SF CxAL;C0l:] idefault;
codec -- 9"lld.aw,
video codec Kcr.e
payload size
= "'
1 GO bytes,
voice
class
codec
3-200
voice class sip rsvp-fail-policy voice post-alert mandatory keep-alive

interval 30
voice class sip rsvp-fail-policy voice post-alert optional keep-alive interval

30
voice class sip rsvp-fail-policy video posL-alert mandatory keep-alive

interval 30
voice class sip rsvp-fail-policy video post-alert optional keep-alive interval

30
text relay = disabled

Media Setting = forking (disabled) flow-through (global)
Expect factor = 10, Tcpif = 20,
Playout Mode is set to adaptive,

Initial 60 ms. Max 1000 ms
Playout-delay Minimum mode is set to default, value 40 ms

Fax nominal 300 ms
Max Redirects = 1, signaling-type = cas,
VAD - disabled,
Interface
Poor QOV Trap = disabled.

= NONE
Source
voice class sip url = system,

voice class sip tel-config = system,
voice class sip rellxx = system, tvoice class sip outbound-proxy = system, voice class sip asserted-id = system,
voice class sip privacy = system,

voice class sip e911 = system,
voice class sip history-info = system,
voice class sip pass-thru headers = system,
voice class sip pass-thru content unsupp = system, voice class sip pass-thru content sdp = system,
voice class sip anat = system,
voice class sip g729 annexb-all = system,
voice class sip early-offer forced = system, voice class sip negotiate cisco = system, voice class sip reset timer expires 183 = system,
voice class sip block 180 = system, voice class sip block 181 = system,
voice class sip block 183 = system,
voice class sip preloaded-route = system,

voice class sip random-contact = system,
voice class sip random-request-uri validate = system, voice class sip call-route p-called-party-id = system,
voice class sip privacy-policy send-always = system,

voice class sip privacy-policy passthru = system, voice class sip bandwidth audio = system, voice class sip bandwidth video = system,
voice class sip error-code-override options-keepalive failure = system,
voice class sip encap clear-channel

redirect ip2ip = disabled
= system,
voice class sip map resp-code 181 = system, voice class sip authenticate redirecting-number = system,
local peer = false

probe disabled,
Secure RTF: system (use the global setting) voice class perm tag = "'
Time elapsed since last clearing of voice call statistics never

Connect Time = 226503, Charged Units = 0,
Successful Calls = 76, Failed Calls = 12, Incomplete Calls = 0
Accepted Calls - 7, Refused Calls = 0, Last Disconnect Cause is "1 ",
Last Disconnect Text is "unassigned number (1)",
Last Setup Time = 30261S2G3.

Last Disconnect Time - 295687490.
3_2oi
Cisco Unity Express Implementation inCiscoUnified Communications Manager ExpressEnvironment
Debug Dial Peers

This section describes how to troubleshoot Cisco Unified Communications Manager Express dial peers using debug.
CME#
CME*t debug voip dialpeer all
Debug Cisco Unified Communications Manager Express dial peers Venfy dial peer is matched for voice-mail calls (extension 4000)
Mar 24 16: 22:01.336 :
//-l/3 5FDDD4E82E4/DPM/dpMatchCorei
Expanded Striog-4000, Calling Numbers
Dial
String=4000,
IS
Timeout.FALSE,
Har 24
lncommg=FALSE, Peer Info Type =DIALPEER INFO SPEECH

//- l/35FrjDD4EB2E4/DPM/HatchNBXtPeer:
16:22:01.336:
Raault-SucceBalO) I Outgoing Dil-par.0DQ Is Matched

Har 24 16:22:0 1.336 :
//-l/3 5FDDD4E82E4/DPM/dpHatehPeersCore:
a f t e r DP MATCH DEST
Result-SuccesB(O)
Har 24
16:22:01.336:
di alstring= 4000,
Mar 24 IS : 22:01.336 : Reflult'SUCCESSIO)
//-l/35FDDD4ES2E4/DPM/dpHatqhSafModulePlugin: saf enabled-1, saf dndb lookups, dp reault-O //- l/35FDDD4Ee2E4/DPM/dpHatchPeersHoreArg :
List
Hatched Outgoing Dial-pser |s> i
1: Dial-peer Tag.4000
Cisco Unified Communications Manager Express uses a dial peer to route calls to voice mail.
To display debug information for Cisco Unified Communications Manager Express dial peers,
use the debug voip dialpeer command.
look for the \oice-mail dial string (4000). Check for dial peer matches. 1 he dial peer with tag 4000 matches the destination string of 4000. There could be more than one dial peer match. Verify that the correct dial peer is used.
The following is an example of debug output for a call from extension 1001 to voice mail (extension 4000). Dial-peer tag 4000 is matched for calls to voice mail:
BR-1# debug voip dialpeer all Ksr 2 4 l&:42i41.oSC. -1. xxxxuxxxxuxx.DPM/apAssociatelncomingPeeiCore
Cal ling N"uxibfci =iD01, Cal led Number- , Voice- Interf ace-0x4 8EC2Q94 , Timeout=TRVE, Peer Encap Type=ENCAP_VOICE, Peer Search Type=PEER_TYPE VOICE,
Peer Infc Type=DIALPEER_INFC_3PEECH Mar <~4 16:42:41 690: -1 /xxxxxxxxxxxx/DPM/dpAssociatelncomingi'eerCore .
Match Rule =DP_MAT;'H_ANS'rtER, Calling Number^!001

Mar 24 16:42:41 690:
Is :r:cc[iina= TRUE,
-1 xxxxxxxxxxxx/DPM/dpMatchPeertype:
Number Expansion FALSE
Mar 24 16:4^:41.690:
Dial 3tring=,
-1,'xxxxxxxxxxxx/DPM/dpMatchCoi-e:
Calling Kumber-IOOIT
Expanded iStrini)',
Tirr.eoj'_ =TRUE, Is Tncoming^TKUE,

Mar 24 16.42.41.69 0:
Result=-I
Peer Info Type-DIALPEER_INFO_SPEECH
' 1 .'xxxxxxxxxxxx/DPM/dpMatchCore: '-1 ,'xxxxxxxxxxxx'DPM/dpMatohPeertype:exitfe5912 '-1,'xxxxxxxxxxxx/DPM/dpAssociate IncomingPeerCore : ' '-1,xxxxxxxxxxxx <DPM/dpMatchPeeitype:

N_i'TJ_;ei Expar.s ion-FALSE -'- xxxxxxxxxxxx liPM/dpMat rh"ore :
Mar 24 16:42.41.69 0: Mar 24 16:42:41 690: Mai" 24 lb:42'41.690I ^ Ir.c erring'TRUE, Mai" 24 16:11 41 6i-0:
Matoh Hjle=DF_MATTH_OR:GINATE; Calling Number-1001
Dial Stn:.g=, Ti-:ieour =TP.;JE.

Mar 24 16.4? 41
F"panji"-;i StLing=, Is hK-oiinj-TRUE,

6v0.
Calling Number =10O1T Peei Info TypeDIALPEER_INFO_SPFECH
-1 xxxxxxxxxxxx 'DPM/MdC chNext Peer
3-202
Result'Success iOi ,-
Incoming Dial-peer=20001 Is Matched
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchPeertype:exit5912

Mar 24 16'42:41.690: //-1/xxxxxxxxxxxx/DPM/dpAsscciateIncomingPeerCore: Result=Successi01 after DP_MATCH_ORIGINATE; Incoming Dial-peer=20001
Mar 24 16:42:41.690: //-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin: dialstrir.g =NL'LL, saf_enabled=0, saf_dndb_lookup=0, dp_resultÔ

Mar 24 16:42:41.690: //-I/xxxxxxxxxxXx/DPM/dpAssociatelncomingPeerSPI:exitjV6475 Mar 24 16:42:41 706: //-l/1950879882F6/DPM/dpMatchPeersCore:
Calling Number=, Called Number=4, Peer Info Type =DIALPEER__INFO_SPEECH

Mar 24 16:42:41 706: / ' -l/1950879882F6/DPM/dpMatchPeersCore: Match Rule-DP_MATCH_DEST; Called Number=4 Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchCore: Dial String=4, Expanded String=4, Calling Number^
Timeout=FALSE, Is Incoming=FALSE, Peer Info Type=DIALPEER_INFO_SPEECH

Mar 24 16 :42 :41. ">06 : //-1/1950879882F6/DPM/MatchNextPeer:
Result=MORE_DIGITS.NEEDED(l); Outgoing Dial-peer=20002 Mar 24 16:42:41.706: //- l/1950879B82F6/DPM/dpMatcriCore:

Result=l
Mar 24 16:42:41.706: //-l/1950879S82F6/DPM/dpMatchPeersCore:
Result=Partial Matches(l) after DP_MATCH_DEST Mar 24 16:42:41.706: //-l/1950879882F6/DPM/dpMatchSafModulePlugiri: dialstrmg =4, saf_enabled=l, saf_dndb_lookup=Q, dp_result=l Mar 24 16:42:41.706: //-!/1950879882F6/DPM/dpMatchPeersMoreArg:
Result=MORE_DIGITS_NEEDEDIII Mar 24 16:42:41.706: //-l/1950879B82F6/DPM/dpMatchPeersCore:
Calling Number=, Called Number=40, Peer Info Type=DIALPEER_INFO_SPEECH

Mar 24 16:42:41.706: //-l/1950879882F6/DPM/dpMatchPeersCore: Match Rule=DP_MATCH_DEST; Called Number=40 Mar 24 16:42:41.706: //-l/19508798B2F6/DPM/dpMatchCore; Dial Stnng =40, Expanded String=40, Calling Number^ Timecut-FALSE, Is Incoming-FALSE, Peer Info Type=DIALPEER INFO SPEECH
Mar 24 16:42:41.706: //-l/1950B798B2F6/DPM/MatchNextPeer:
Result=MORE_DIGITS_NEEDED(ll; Outgoing Dial-peer=20002

Mar 24 16 :42 :41.70S: //-1/1950879882F6/DPM/dpMatchCore:
Result^!
Mar 24 16:42:41.706:
'/-1/19S0879882F6/DPM/dpMatchPeersCore;
Resuit=Partial MatchesQ) after DP_MATCH_DEST Mar 24 16:42:41.706: //-1/1950879882F6/DPM/dpMatchSafModulePlugin:
dialstring-4 0, saf_enabled=l, saf_dndb_lookup=0, dp_reeult=l Mar 24 16:42.41.706: //-l/1950879882F6/DPM/dpMatchPeersMoreArg:

Result=MORE_DIGITS_NEEDED(l) Mar 24 16:42:41.706: //-l/1950B79882F6/DPM/dpMatchPeersCore:
Calling :iumber=, Called Number=400, Peer Info Type=DIALPEER_ItJFO_SPEECH

Mar 24 16:42:41.706: //-l/1950e79882F6/DPM/dpMatchPeersCore: Match Rule=DP_MATCH_DEST; Called Number=400 Mar 24 16:42:41.706: //- 1/1950B79882F6/DPM/dpMatchCore:
Dial String=400, Expanded String=400, Calling Number=
Timeout=FALSE, Is Incoraing=FALSE. Peer Info Type=DTALPEER_INFO_SPEECH

Mar 24 16:42:41. ""06 //-1/l950879S82F6/DPM/MatchNextPeer:
Result=MORE_DI(;iTS_NEEDED(l); Outgoing Dialpeer=4000 Mar 24 16:42:41.706. //-1/19508798S2FS/DPM/dpMatchCore:

Result=l
Mar 24 16:42:41.710: //-l/1950B79B82F6/DPM/dpMatchPeersCore:
Result=Partial Matches(1) after DP_MATCH_DEST Mar 24 16:42:41.710: //-1/1950879882F6/DPM/dpMatchSafModulePlugin:
dialstnng=40C, saf_enabled=l, saf_dndb_lookup=0, dp_result=l

Mar 24 16:42:41.710: //-l/19508798B2F6/DPM/dpMatchPeeiTSMoreArg;
Result=MORE_DIGITS_NEEDED(l) Mar 24 16:42:41.710: //- 1/1950879882F6/DPM/dpMatchPeersCore:
Calling Number=, Called Number=4000, Peer Info Type=DIALPEER INFO SPEECH

Mar 24 16:42:41. -?10 : //- 1/1950879882F6/DPM/dpMatchPeersCore:
Match Rule=DF_MATCHJ3EST; Called Number=4000 Mar 24 16:42:41.710: //-l/1950879B82F6/DPM/dpMatchCore:
Dial String=4000, Expanded String=4000, Calling Numbers

Timeout=FALSE, Is Incoming^FALSE, Peer Info Type=DIALPEER IHFO SPEECH
Mar 24 16:42:41.710: //-l/1950879882F6/DPM/MatchNextPeer:
Result=Success'01; Outgoing Dial-peer=4000 Is Matched
Mar 24 16:42:41.710: //-1/I950879B92F/DPM/dpMatchPeersCore: Result^Success!0) after DP_MATCH_DEST
Mar 24 16:42 41.710: //-1/1950B79882F6/DPM/dpMatehSafModulePlugin:
dialstring-4000, saf_enabled=l, saf_dndb_lookup=0, dp_result=0

Mar 24 16:42:41.710: //-l/1950879882F6/DPM/dpMatchPeersMoreArg:
Result=SUCCESS101
List of Matched Outgoing Dial-peer(si;

1: Dial-peer Tag=4O0O
Mar 24 16:42:41.710: //-l/1950879882F6/DPM/dpMatchPeersCore:
3-203 CiscoUnity Express implementation in CiscoUnified Communicalions Manager ExpressEnvironmenl
Calling Number=, Called Number=4000, Peer Info Type=DIALPEER_INFO_SPEECH Mar 24 16:42:41 710: . ' -1/1 950879882F6/DPM/dpMatchPeersCore : Match Rule-DP_MATCH_DEST; Called Number=4000 Mar 24 16:42:41.710: .' .< 1, 19S0873882F6,'DPM/dpMatchCore :
Dial Strmg =4C00, Expanded Strmg =40QQ, Calling Nuraber= Timeout =TRL'E, Is Ir.ccrr.ing-FALSE, Peer Info Type=DIALPEER INFO SPEECH
Mar 24 16.42 41.""10. .'. -1 1950879882F6 /DPM/Mat chNext Peer :
ResultSuccess'0 ; Outgoing Dial peer-4000 Is Matched Mar 2 4 16.42.4". "1 0 1 1 55U879882F6 .'DPM/dpMat chPeeiLiCore . SesuH-3 .^reFi 0 after DP_MATCH_DEi.T Mar 2 4 "_ 6 4 2 4 1 ""lu 1. 19b0879882F6/DPM/dpMatchSafModu] eP] ugin:
d_al scrir.g =4 000 . sa f_enabl ed= 0 , saf_dndb_ iookup-1 , dp result-0

Mai 24 16 -12 41 "10: .-1 195C879e82F6/DPM/dpMatchPeersMoreArg:
Result-SUCCESS'o;
List of Matcned Outgoing Dial-peer is; 1: Hiai peer Tag^400C

Mar 2 4 ".6 42.41. .10: l'lS5 0e79882F6 'DPM/dpMatchPeersCore :
Calling Number,
Called Numbei-4000,
Peer Info Type=DIALPEER INFO_SPEECH
Mat 24 16 :42 :41 ."10: -1 ' 1950679882F6/DPM/dpMatchPeersCore: Match Rule-D?_MATCH DEST; Called Numbe>"=400C
Yar 24 16:41:41.710. -1 1950B79682F6.'DPM/dpMatcbCore:
Dial Sci i:ig =490C , Expanded St r". r.g =4 000 , Calling Number= Time cut- IRUE, Ib Incoming-FALSE, Peer Info Type =DIALPEER_lNFO_SPEECH
Mar 24 16'42'41 '10. ,-1 19S0879882F6/DPM/MatchNextPeei:
Result=Succe = ,3 i0' ; Outgoing Dial-peer =4000 Is Matched
Mar 24 16:42.41 "10: Result = Success',0.' Kar 24 16:42:41.710:
-1/15S0879882F6'DPM/dpMatchPeersCore. after 2>P_MATCH_DEST . -1 . 1 950879382F6 /DPM/dpMatchSaf ModulePluqin :
dialstrir,g~4GOO, saf_enabled=0, saf dndb lookup-1, dp_result-0

Mar 24 16:42-41. ~>1 0:
Result = S'JCCESS 0
-1,1950879S82F6 .'DPM/dpMatchPeersMoreArg:
List cf Matched Ou'. going Dial-peer Is; :

Mai Mai Mai 1. Eial-peer ]ag-4C0C' 24 16.42.4". .""-0: 1. xxxxxxxxxxxx DPM/dpMatcbPeersCore :
Calling >,'u:ncei =4 000, Called Number==4 COO, Peer

24 16.42:41 24 ". 6 42 .41 714: "14:
Info Type =DIAl.PEFR_ TNFO SPEECH
1 xxxxxxxxxxxx/DPM/dpMatchPeerKCoii.' 1 xxxxxxxxxxxx/DPM/dpMatchOore :
Mater. Kule-DP_MATCH_DEST,- Called Number=4000
Dial Stnng-4000,
7i-3eci.r. =TRUE,
Expanded String-4000,
Peei
Calling Number=4 00 0T
Is Inccm;r.g= FALSE,
Info Type=DIALPEER_IFO_SPEECH
Mar 24 16:42:41."14: 1 xxxxxxxxxxxx ' DPM/Mat chNext Peer : Result=SucceES 0., Outgoing Dial-peer=40C0 Is Matched Mar 2 4 16:4^:41. "14. -1 xxxxxxxxxxxx .'DPM/dpMat chPeersCore : P.es^lt =Success i: aite: DP MATCH_DEST
Mar 24 16:42.41."14: Mar 24 16 42 .41 "14.

Result. = SUCCESS i0
1'xxxxxxxxxxxx.'DPM/dpMatchSatModulePlugin. '-! xxxxxxxxxxxx ''DPM/dpMat chPeersMoreArg :
dialstring=40 00, saf_enabied'0, saf_dndb_lookup =l, dp_resiil t=0
List cf '-lac:::ieo Outgoing D.al -peer Is i 1: Dial-peer Tag-400u Mar 24 16:42.41.714: '-1 xxxxxxxxxxxx,. DPM/ dpAssociatelncommgPeerCoi e :
Calling Number=,
Caileo Number-,
Voice -Interf aceÔxO,
Timeout^TRUE, Peer Encap Type-ENCAP_VOIP, Peer Search Typo-PEER_TYPE_VOICE,

Peer Info Type^D IALPEER_IN'FO SPEECH Mar 24 16.42 41."14: ,'-1.xxxxxxxxxxxx/DPM/dpAssOciatelncomingPeerCore:
Resui'_ =NC_yATCH !-".

Mar 24 16:42 41 .'14:
Afte: All Match Rules Attempt

1 xxxxxxxxxxxx/DPM/dpMatchSaf Modul ePl ugin :
dials-.riL".g =NC:: , saf _enabled=0,
saf_dndb lookup-0, dp_result --1
Mar 24 16:42:41.714: -1 xxxxxxxxxxxx/DPM/dpAssociate IncomingPeer:exitA6 52 4 Mar 24 16:42:41 T14: ' -1,xxxxxxxxxxxx/DPM/dpAssociate IncomingPeerCore: Calling V."m;ei=400C , Called Number^, Voice-Interface-0x0 ,
Timeout^TP.L'E, Peer Encap Type-ENCAP_VCIP, Peer Search Type^PEER_TYPE_VOICF.,

Peer Info Type=DIALPEER_INFC_SFEECH Mar 24 16.42:41."14: , -1 'xxxxxxxxxxxx .'DPM ''dpAssocidte Incoming Peer Core :
Match Rule=DP_MATCH_ANSÊR; Calling Number=4000

Mai 24 16:42:41.714:
Ts ::.::;ii7 ing=rR,JE,
.'-1, xxxxxxxxxxxx 'DPM .'dpMatchPeertype :

Number Expand:oii = FALSE
Mar 24 16 :4 2 -4 1 ."' 14 . 1 xxxxxxxxxxxx''DPM/dpMatohCore: Dial Stnng=. Expanded String-, Calling Number-4000T Titi'.eout-TRUE, is Incotr.m9=TFUE, Peei Info Type=DIALPEFR INFO SPEECH Mar 24 16.42:41 "''14 : ' -1. xxxxxxxxxxxx/DPM/dpMat chCore :
Mar 2 4 16.42.41 "14 Mar 24 16.47 41 "14: 1 xxxxx"-.xy xxxx DPM,'dpM it cliPee11 ype :exit ;,r)^12 1 xxxxxxxxxxxx DPM/dpAESOCi at elncomi ngPeerC'oi e :
Match Rle=:jP MATCH_CP.IGINATE: Calling Number=4000 Mar 24 16:42-41 714: 1 xxxxxxxxxxxx.'DPM/dpMatchPeertype:

Is Incoming - PUE. N.imbif: Expans'. on-FALSE
3-204
Mar 24 16:42.41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchCore:

Dial String-, Expanded String^, Calling Number-4000T
Timeout=TRUE, Is Incoming=TRUE, Peer Info Type=DIALPEER_INFO_SPEECH

Mar 24 16.42:41.714: //-1/xxxxxxxxxxxx/DPM/MatchNextPeer: Result=Success(0!; Incoming Dial-peer-4000 Is Matched
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeertype:exit@5912
Mar 24 16:42:41."<14: '/'-1/xxxxxxxxxxxx/DPM/dpAssOCiateIncomingPeerCore: Result =Success :0) after DP_MATCH_ORIGINATE; Incoming Dial-peer=4000
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/
BR-l#DPM''dpMatchSaf ModulePlugin:
dialstring=NULL, saf_enabled=0, saf_dndb_lookup=0, dp_result=0 Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpAssociatelncomingPeer:exit@6524 Mar 24 16:42.41,714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore: Calling Number=, Called Number=400Q, Peer Info Type=DIALPEER INFO SPEECH
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeetrsCore:

Match Rule^DP_MATCH_DEST; Called Number-4000
Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchCore:
~~
Dial String=4000, Expanded String=4000, Calling Number=
Timecut=TRUE, Is Incorning=FALSE, Peer Info Type=DIALPEER_INFQ_SPEECH

Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/MatChNextPeer:
Result^Successi0!; Outgoing Dial-peer=4000 Is Matched Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Ressjlt =SuCCesslO} after DP_MATCH_DEST Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin:
dialstnng=4000, saf_enabled=0, saf_dndb_lookup=l, dp_result=0

Mar 24 16:42:41.714: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersMoreArg:
Result=SUCCESS(Cl
List of Matched Outgoing Dial-peer(s): 1: Dial-peer Tag=4000
Mar 24 16:42:41.714: //-l/1950879B82F6/DPM/dpMatchPeersCore:
Calling Number=, Called Number=4000, Peer Info Type=DIALPEER_INFO_SPEECH

Mar 24 16:42:41.714: //' -1/1950879882F6/DPM/dpMatchPeersCore: Match Rule =DP__MATCH_DEST; Called Number-4000 Mar 24 16:42:41.714: //-l/19508798B2F6/DPM/dpMatchCore:
Dial String=4000, Expanded String=4000, Calling Number^
Timeout=TRUE, Is Incoming=FALSE, Peer Info Type-DIALPEER_INFO_SPEECH

Mar 24 16:42:41.714: //-l/1950B79882F6/DPM/MatchNextPeer:
Result=Success!0); Outgoing Dial-peer=4000 Is Matched

Mar 24 16:42:41.718: //-l/19E0S798e2F6/DPM/dpMatchPeersCore:
Resuit=Success'01 after DP_MATCH_DEST
Mar 24 16:42:41.718: //-l/1950B79882F6/DPM/dpMatchSafModulePlugin:
dialstring=4000, saf_enabled=l, eaf_dndb_lookup=l, dp_result=0

Mar 24 16:42:41.718: //-!/1950879882F6/DPM/dpMatchPeersMoreArg:
Result=SUCCESS(0)
List of Matched Outgoing Dial-peer(s):

1: Dial-peer Tag=4000
Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Calling Number=, Called Nuraber=1001, Peer Info Type=DIALPEER INFO SPEECH

Mar 24 16-42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Match Rule=DF_MATCH_DEST; Called Number=1001
Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchCore:
Dial String=1001, Expanded String=1001, Calling Number= Timeout =TRUE, Is Incoming=FALSE, Peer Info Type=DIALPEER___INFO_SPEECH
Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/MatchNextPeer:
Result=Success{0!; Outgoing Dial-peer-20001 Is Matched Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Result=Success;0) after DP_MATCH_DEST Mar 24 16:42:41.758: /,'-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin:
dial st ring=NL'LL, saf_enabled =0, saf_dndb__lookup =0, dp_result^0

Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeers:
Result = SUCCESS',0)
List of Matched Outgoing Dial-peer (s) :

Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Calling Number=, Called Number^4000, Peer Info Type=DIALPEER_INFO SPEECH

Mar 24 16:42:4 I.T58: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Match Rule=DP_MATCH__DEST; Called Number=4000 Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatChCore: Dial String=4000, Expanded String=4000, Calling Number-
Timeout^TRUE, Is Incoming-FALSE, Peer Info Type=DIALPEER_INFO SPEECH

Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/MatchNextPeer:
Result=Success(0); Outgoing Dial-peer=4000 Is Matched

Mar 24 16:42 :41 ."'58: //-1/xxxxxxxxxxxx/DPM/dpMatChPeersCore:
Result-Success i0j after DP_MATCH_DEST
Mar 24 16:42:41.758: //-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin:
dialstring=NL'LL, saf_enabled=0, saf_dndb_lookup=0, dp_reeult-0 2010 Cisco Systems, Inc. 3.205
Cisco Unity Express tmpiementalionin Cisco Unified Communications ManagerExpress Environment
Mar 24 16'42:41 756.

Result = S'JCCES3 .0:
' -1 'xxxxxxxxxxxx/DPM/dpMatchPeers:
List of Matched Outgoing Dial-peeris;

Mar 24 16:42:41.806: '-1 'xxxxxxxxxxxx/DPM/dpMatchFeersCore: Calling Number-, Called r"umber =1001, Peer Into Type-=l)IALPEb',K_]NKO_SPEECH
Mar 24 16-42:41 810: . '-I,'xxxxxxxxxxxx/DPM/dpMatchPeersCore : Match Rule^DP_MATCH DEST; Called Number=1001

Mar 24 16:42:41.310: .-I xxxxxxxxxxxx/DFM/dpMatohCore:
Dial 3trmg=1001, Expanded Strir.g=l 001, Calling Number = Timeout-TRUE, Is Incoming-FALSE, Peer Info Type^DIALPEER_lNFO_SPEECH
Mar 24 16:42:41 SIC: , -1 xxxxxxxxxxxx.'DPM/Mat chNextFeei:
Result =Succes= i0: ; Outgoing Dial peer^20G01 Is Matched Mar 24 16:42:41 SIC' .'-1 xxxxxxxxxxxx/DPM/dpMatchPeersCore:
Result-Success".' after DF MATCH DEST
Mar 24 16 :4 2 41 810: -1<xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin: dâl string =:;ULL, saf _enabl ed- 0 , saf _dndb_lookup= 0 , dp_result.-0 Mar 24 16.42.41.810: '-1 'xxxxxxxxxxxx ''DPM/ dpMatchPeers :
Result = S"JCCESS '0'
List cf Matched Outgoing Dial-peer's): 1 Dial-peei Tag=2C001 Mar 24 ".6:42:41 810. 1 xxxxxxxxxxxx. DPM/ dpMat chPeersCore : Calling Nunrer-, Called Numbei'^4 000 , Peer Info Type-DIAI.PEER__ TNF0_ SPEECH Mar >4 ". 6:4^:41.810: -1 /xxxxxxxxxxxx /DPM/dpMat chPeersCore : Match Ruie-02 MATCH_DEST; Called Number=4000
Mar 24 16:42:41.810:
I xxxxxxxxxxxx,'DPM/dpMatchCoie:
Dial Stnng-4000, Expanded Striny-4000, Calling Number= Timeout^TRUE, Is Incommg=FALSE, Peer Into Type^DIALPEER_INFO_SPEECH
Mar 24 16:42:41.810: -1'xxxxxxxxxxxx''DPM/MatchNextPeer:
Result =Success .0 : ,- Outgoing Dial -peer = 4 000 Is Matched
Mar 24 16:42-41 810. . -1 'xxxxxxxxxxxx/DPM/'dpMatchPeetsCo: e :

Result=Success:0 Mar 24 16.42.41.610: Mar 24 16.42.41.SI0:
Result=SUCCESS0
after DP_MATCH_DEST -1'xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin: -1 'xxxxxxxxxxxx/DPM/dpMatchPeers:
dialstring =NULL, saf_enabled= 0 , saf _dr.db_l ookup^ 0, dp result =0
list
cf Matched Outgoing Dial-peeris:
3-206
Inlegraling Cisco Unified Communications Applications (CAPPS)vB 0
SIP Debug: INVITE

This section describes how to troubleshoot SIP messages using the Cisco Unified Communications Manager Express debug ccsip messages command.
SIP Debug: INVITl

Use Cisco Unified Communications Manager Express debug ccsip messages command to show SIP messages. INVITE from extension 1001 to voice mail (extension 4000).
IHVITB aipslOOfWIO.1.4.3:5060 SIP/2.0
Via: SIP/2.0/ODP 10.1.4.102:5060jbtanch=B9hG4bK252120D
Remote-Party-ID: "John Jones"
<sip:100110.1.4.102>;party=calllng;BCreen=no;prlvacy=off Fran: "John Jones* <ip:100110.1.4.102>;tag-B5B&9DAC-BlA

To: <sip:400010.1.4.3*
Date! Fri, 26 Mar 2010 16:26:48 GKT Call-ID: 3 5D4 6F2D-3e2BllDF-84 05F3E9-97DB8F1310.1.4.102
Supported: 10 Orel,timer,resource-priority,rep laces,sdp-anat

Hin-SE: 1800
CISCO-Guidi
0 9029544B4-0942346719-2214654953-2547748627
User-Agent: Cisco-SIPGateway/IOS-12.x
Allow; INVTTE, OPTIONS, BYB,
SUBSCRIBE, CSeq: 101 NOTIFY, INVITE INFO,
CAMCEL, ACK, PRACK,
UPDATE, REFER,
REGISTER
Use the Cisco Unified Communications Manager Express debug ccsip messages command to
display the SIP messages to and from the Cisco Unity Express voice-mail system. The figure shows a call fromextension 1001 to the voice-mail extension(4000). The INVITE messageis the first packet that is sent in the call setup.The contents ofthe INVITE message show the source (From) and destination (To) ofthe call and SIP parameters for the call. For example, this call supports the SIP Notify method for dual tone multifrequency
(DTMF) relay.
The following example output is for a successful call to voice-mail extension 4000 from extension 1001. The SIP messages will be described on the next pages:
CME# debug ccsip messages
Sent:
INVITE sip:4000310.1.4.3 :5060 SIP/2.0

Via; SIP/2.D/UDP 10.1.4.102:5060;branch=z9hG4t>K252120D Remote-Party-ID: "John Jones"
<sip:1001J10.1.4 .102 >;part y=calling;screen=no,*privacy=off

From:
To:
Date;
"John Jones" <sip: 1001S10 .1. 4 .102 ,-tag=B5BB9DAC-ElA

Fri, 26 Mar 2010 15:26:48 GMT
<sip:400031Q. 1 .4 .3>
35D4 6F2D-382BllDF-8405F3E9-97DB8F13>ail0.] .4.102
Call-ID:
Supported;
Min-SE:
100re1,timer,resource-priority,replaces,adp-anat
0902954 484-0 94 2346719-2214654 953-254774 8627
1800
Cisco-Guid:
User-Agent: Cisco-SIPGateway/IOS-12.x
Allow:
NOTIFY,
INVITE,
INFO,
OPTIONS,
REGISTER
70
BYE,
CANCEL,
ACK,
PRACK,
UPDATE,
REFER,
SUBSCRIBE,
CSeq:
101
INVITE 1269620606
Max-Forwards:
Timestamp:
Contact t <sip:1001-410.1.4.102:5060>
3-207
Call-Info: <sip:lC.1.4.102: 506 0>; met hod-''NOTIFY,-Event.-telephone

event ;Dnrat ior. = 2C0C "
Expires:
ISO
Allow-Events: telepnone-event Content-Type: application/sdp
Content -Disposition : sess ion;hand", ing-required

Canter.:: Ler.gtr:: 241
o=CisccSystemsSIF GH-UserAger.t 7470 8/13 IN IP4 10.1.4.102

s = SIP c-ik tô c Call :P4 :;.:. 4 .:c2
~=audio
c^:n :p4
i~5 52
h jt.'avp
io;
:c . i .4 .102
a^rtpmap:0 a-t-itp :101
PCMC/SOCO
a =rtpmap :1'Jl a =pti;:ie:2;.
telephone- ever:t/80C0
:-16
Kai 2 6 16 :;f> :48 .234 : .' ' I 'xxxxxxxxxxxx/SI P/Msg/ccsipDi:>pIayM=ig :

Received:
Via: SI?, 2 .C; ULP 10.1.4.102:5G60;branch=z9hG4bK252120D

To: tsip:4&C0 -10.1 .4 .3 =
From : "Jcnr, Jones" oip :1OOlilD .1 .4 .102>;tag=RSBB9DAC- ElA

Call-TL:
CSeq: 1CI
3bD4 6F2D-3S2BllDF-84 05F3E9 97DB8F1 3.? 10 .1 .4.102

INVITE
Content-Length: 0 Timestamp: 126 962 0808
y.r,y 2t- 16 :2r_ : 43.It,', :

Received:
1''xxxxxxxxxxxx/S 1P/Msg/ccsipDisplayMsg :
SI? 2.C
ISC
Ranging
Via: SIP'2.0UDP 10.I.4.102:bC6 0;branch-z9hG4hK25212 0U To: <sip:4 000^10.j .4.3> ;tag=ds5Sb6bl 1-rom: "John Jones" =-sip :1DOliil 0 .1 .4 .102 .> ;tag =BbBB9DAC -ElA
Call-ID:
CSeq: 1C1
35D46F2D 382B1IDF-840SF3E9-97DB8F13*10.1.4.102
INVITE
Content -Length:
Contact : <iiip: 4 00Ci". 0.1.4.3: 5060 ,-1 ranspor t=udp =
Al low: INVITE, BYE, CANCEL, ACK, UPDATE, REFER, SUBSCRIBE, NO ]'I FY, INFO
Ci:;cc-Gc-. d: 3 5D4 6F2D- 382R1 IDF -84 05F3E9- 97DB8F1 3.t'10 .1 .4 .102
Mar 26 16:26:48.2"^: / ' 1/xxxxxxxxxxxx/91P/Msg/ccsi pDiSplayMiig :

deceived: SIF/2.0 2CC Ck
Via: SIP'2 .0<'lTJ? i; .I .4 .102 .-506 0 , branch= z 9hG4bK25212 0D To: <sip:4C0C^10.1.4.3>;tag=ds55b6bl
From: "Conn Cones" esip:I001.?lC.1.4. [02>;tag=E5BB9DAC- ElA

Call-ID: 3 5D4 6F2D-3 82BI1DF 8405F3E9- 9 /BB8Fl3^10.1 .4.102
Co:itent -Ij er.grn : 12 3
Contact ; =;.p:-ICONIC.1.4.3: 5 06 0 ;t ransport-udp?
Content-lype: applicatlon/sdp
Cali-Infc: .-.sip: '. C.1.4 .3:5060> ;method= "NOTIFY; Event=teiephoneevent ;D-_rat ior.^2C0 0 "
Allow-Events:
Cisco C-cid:
v =C
telephone-event
A", low: INVITE, BYE, CANCEL, ACK, UPDATK, REFER, SUBSCRIBE,

35D46F2D-382B11DF 84 05F3 K9 - 97DB8F13(il 0 .1 .4 .1 02
NOTIFY, INFC
0=CUi
S=SI?
C-IH
4987433
Cail
T?4
IN
IP4
10.1.4.3
I 0.1 .4 . 3
"--audio
1S938
RTP/AVP
a-rtprap:0 PCMC/8 0 0C
3-208
Mar 26 16:26:48.282: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:

Sent:
ACK sip:4000^1C.1,4.3:5060;transport=udp SIP/2.0

Via: SIF/2 .0/UDP 10.1.4.102:5060;branch=z9hG4bK2531D0 From: "John Jones" <sip:1001S10.1.4.102>;tag=B5BB9DAC-ElA
To: esip:4000310.1.4.3>;tag=ds55b6bl
Date: Fri, 26 Mar 2010 16:26:48 GMT
70
Call-ID:
CSeq;
35D46F2D-3S2B11DF-84 05F3E9-97DB8F13S10.1.4.102
Max-Forwards:
101 ACK
telephone-event
0
Allow-Events:
Content-Lenath:
3-209
SIP INVITE message contains Session Description Protocol

(SDP) with media negotiation parameters
PCMU/8000 requests G711 mu-law for this call
Contact: <alp:100110.1.4.102:5060>
Content-Type: application/sap
Call-Info: <sip :10.1.4 .102 :5060> ;method="NOTIFY; Event =telephoneevent;Duration:2D00" v=0
o=CiscoSyetemsSIP-GW-OserAgent 7470 8713 IN IP4 10.1.4.102

s=Sip Call
C=IN IP4
t =0 0
10.1.4.102
o=audio 175E2 RTP/AVP 0 101

c=IN IP4 10.1.4.102
a=rtpmap:0 PCMU/8000
a-rtpmap : 101 telephone-event/6 000
a=fmtp;101 0-16
a=ptine:20
Ihe figure continues the example on the previous page involving a call from extension 1001 to the voice-mail extension (4000). The INVITE message is the first packet that issent in the call setup. The contents ofthe INVITE message include the Session Description Protocol (SDP) with media-negotiation parameters for the Real-Time Transport Protocol (RTP) flow. In the
example, the SIP INVITE SDP parameters are as follows:
This call is a SIP call.
PCMU 8000 requests G.711 mu-law for this cail.
This call originated from a Cisco SIP gateway user agent with IPaddress 10.1.4.102 (Cisco Unified Communications Manager Express): CiscoSvstemsSIP-GW-UscrAgent 7470 87 M
IN IP4 10.1.4.102
DTMF method
"NOTIFY"
RTP port number 17552 (m - audio 17552 RTP/AVP 0 101)
The following example output is the INVITE message for a suecessntl call to voice-mail
extension 4000 from extension 1001. The complete call isshown in the example onthe
previous page:
CME*! debug ccsip messages
Sent :
INVITE S". p :4 0:C ,! u .". .4 .3 :5C&0 3IP/2 .'J
Via: 3 IP' 2.0,'UD? I.-,.: .4 .1C 2 -,b 06 C ;branch :z 3hG4bK?52 12 0IJ

Remote-Party-ID: "John Janes"
<siu:10C.]12 .1.4.10 2>;party-calling;screen=no;privacy=ot1 t rorr.: "John Jcr.es" <Sip:l 001.110.1.4.1 02 >; tag-B5BB9DAC-I-;i A
To: <sip : 4 5003.10 . 1 . 4.3>
Fri. 26 Mar 20".C 16:26:48 GMT Date:
Call-TD: 35D46F:D-3B2BllDF-a405F3E9-97CBaFI30i0.1.4.102
Supported: 100re1,timer,resource-priority,replaces,sdp-anat.
Min-SS: Ifi.'.O
Cisco- Gu ld : :^0?9 =4434-C94::346719-22246S49S3-2h4774862V
User-Agent:
NOTIFY,
Ci := co-S :PGateway/: OS -12.x

REGISTEK
Ailow: IKV1T!- , OPTIONS, RYE, CANG",, ACK, PRACK, UPDATM, REFER, SUBSCRIBE,
INFC,
3-210
< 2010 Cisco Systems. Inc
CSeq: 101 INVITE

Max-Forwards: 70
Timestamp: 1269620803
Contact: <sip:lC01tl0.1.4.102:5060>
Call-Info: csip:10.1.4.102:5060>;method="NOTIFY;Event*telephone event ;Duratior. =2 000"
Expires: 180 Allow-Events:
telephone-event
Content-Type: application/sdp
Content-Disposition: session;handling=required
Content-Length:
v=0
241
o=CiscoSystemsSTP-GW-UeerAgent 7470 8713 IN IP4 10.1.4.102

s=SIP Call
c=IN IF4
t =0 0
10.1.4.102
m=audio 17552 RTP/AVP 0 101

c = IN IP4 10.1.4.102
a=rtpmap:0 PCMU/800D
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
a=ptime :20
3'211 Cisco Unity Express Implementation in Cisco Unified Communications ManagerExpress Environment
SIP Debug: 200 OK

This section shows the Cisco Unified Communications Manager Express debug output for the
SIP 200 OK message.
-'*%, ' a' Jfe
extension 4000 using G.711 mu-law and SIP Notify

SIP/2
Call is answered by Cisco Unity Express (10.1.4.3) voice-mail
Via: SIP/2. 0/.DDP 10.1.4.102:5060;braneh*i9hG4bK252120D TQi =sip:4OC0eiO.1.4.3>Ftag=da5Sb6bl
From: "John Jones <sip:100110.1.4,102>;tag^B5BB9DAC-EIA

Call-ID: 35D46F2D-382BllDP-e4 0 5F3E9-9?DBBF13eiO.1.4.102
CSeq: 101 INVITE 123 Con tent-Length:
Contact 31p:400 0*10.1.4.3 : 50 60 ,- transports udpj

Content-Type: appliestion/adp
Call-Info: <sip:10.1.4, 3:506O>,met hod. "NOTIFY, Event =telephone-event ;Dur

Allow-Events: telephone-event
Allows INVITE, BYE, CANCEL, ACK, UPDATE, REFER, SUBSCRIBE, NOTIFY. INFO
Cisco-Scid: 3 5D46F2D-3S2B1 1DP-8405 F3E9-97 DB8F1310. 1.4.102
v-0
O-CUE 4987438 2 IN ISt

S=SIP Cal1
10.1.4.3
C*IN t =0 0
IP4
1C.1.4.3
a=audio 16333
RTP/AVP 0
a-rtpmp:0 PCKU/B0OO
Use the Cisco Unified Communications Manager Express debug ccsip messages command to display ihe SIP messages to and from the Cisco Unity Express voice-mail system.
The figure shows a call from extension 1001 to the voice-mail extension (4000).
The 200 OK message indicates a successful answer to the call setup.
The contents ofthe 200 OK message shows the source (From) and destination (To) ofthe cal! and the SIP parameters for the call. For example, this call supports G.711 mu-law and the SIP Notify' method for DTMF relay. The call isanswered by Cisco Unity Express with IP address
10,1,4.3.
3-212
IntegratingCisco Unified Communications Applications(CAPPS] v8 0
Cisco Unity Express SIP Trace

This section shows how to enable SIP trace optionsusing the CiscoUnity Express GUI.
Cisco Unity Express SIP Trace

Enable SIP trace options using the GUI caff-sip macro. SIP messages are the same as viewed by Cisco IOS Software debug.
Additional internal messages may also
JPH ' J [*( j
'
.JConMi
_l Events
' _JEtpw>n
' ^Jluwtwlrmlln' J _J&Ancm>n*i1]f*|MiM
' Jawm
be displayed in trace output.

\ JJ &&l*t*ammmim< I*
<_JIHwWib
INVITE slp:40004U0.1. 4.3 : 5060 SIP/2

Via,
Re mo
SIP/2.O/UDP
10.1 .4
Jon n
102
Jone
5060jbr rich. i9hG4bK2552S0O ' J|(#*W
ta-Party-ID:
'John Jone
*aip ;100161D.l.*
Ft OB i
102s rparty
SB
calling
a era
on-noj privacy* o t t
1666
tg-BSF29DD4IP 1001*10.1.4 102>

3>
' joii<s>ltMiw
To:
<sip:400010
Ok
1.4
Ofcwr
_IWli
SIP/2.0 300
Via
To;
Fron
SIP/2.0/tJDP
10.1 .4
1.4
10 2
SOSOjbraneh- i9hQ4blt255260a
dacl46b760
*Bip:4000*10
: -John Jone
tag
use ip 1001*10.1.4 102> ,tag-B5F29DD4-
To enable Cisco Unity Express SIP trace options using the GUI, navigate to theCisco Unity Express GUT Administration > Traces and check the caff-sip macro checkbox. SIP messages are the same as messages viewed using the Cisco IOS Software debug command.
Additional internal Cisco Unity Express messages may also be displayedin trace output.
Note Trace output is viewed viathe CLI. Forexample, use the show trace buffer tail command
to view trace output in real time.
3-213
SIP Troubleshooting Scenario

This section describes an example SIP troubleshooting scenario.
* The Widget Company is using a Cisco Unity Express voicemail solution.
Currently, all users areexperiencing problems accessing

their voice mail.
* Users report thefollowing when pressing the Messages

button:
They hear a busy tone.
The Unknown Number message is displayed on the IP

phone.
1=4
Cisco Unity
Express
Cisco Unified
Communications
Manager Express
Ephone-dn
In thi* SIP troubleshooting scenario, the Widget Company is using aCisco Unity Express voice-mail solution with Cisco Unified Communications Manager Express. Currently, all users
are experiencing problems accessing their voice mail.
Users report the following when pressing the Messages button:

They hear a busy tone.
The Unknown Number message is displayed onthe IP phone.
3-214
SIP Troubleshooting
Verify the SIP traffic between Cisco Unified Communications Manager Express and Cisco
Unity Express.
\P Troubleshooting
The administrator suspects a problem with the voice-mail
system or an integration issue.
The problem is experienced byallvoice-mail users.

No issues are found during initial verification ofthe
configurations.
The next step is to look at the connection between Cisco Unity Express and CiscoUnified Communications Manager
Express.
- Use Cisco Unity Express SIP tracing to viewtraffic.
a sco Unified
Communications
Manager Express
The problem isexperienced by all voice-mail users, sothe administrator suspects a problem with the voice-mail system oran integration issue. The first action istoverify the Cisco Unified Communications Manager Express and Cisco Unity Express configurations. In this example, no
issuesare found during initial verification ofthe configurations.
The next step is to look at the connection between Cisco Unity Express and Cisco Unified
Use Cisco Unity Express SIP tracing toview traffic between Cisco Unified Communications
ManagerExpress and CiscoUnity Express.
Alternatively, use the Cisco Unified Communications Manager Express debug command to
view the SIP traffic.
3-215
Cisco Unily Express Implementation in Cisco Unified Communications Manager Express Environment
SIP Troubleshooting: INVITE

Use Cisco Unity Express SIP tracing toview traffic between Cisco Unified Communications
Manager Express andCisco Unity Express.
Cisco Unity Express caff-sip trace shows the wrong codec (G.729)
requested in the SIP INVITE from Cisco Unified Communications
Manager Express.
CUE1# show trace buffer cail
INVITE eip:*OOO10.1.4.3-5060 SIP/2.0
Via: SIP/2.0/UDP 10.1.1 .102:5060ibr:anch=z9hG4bK2600

Remote-Patty-ID: 'John Jones-
siprlOOieiO.l 4.102 >; part ycal ling, sere en=no, privacy=off

From: -John Jonas- esip:1001*10.1.4.102?,tag=B60BD2S8-37E
To: s:p:400010.1.4.3
User-Agent: Ciaco-SIPGateay/IOS-12 x
Allow: INVITE, OPTIONS, BYE. CANCEL, ACK, PRACK. UPDATE, REFER,

SUBSCRIBE,
v=0
NOTIFY,
INFO,
REGISTER
Content-Type: application/edp o-CiscoSystemsSIP-GW-UserAgent 2653 6189 IN IP4 10.1.4.102

S-SIP Call
C=IN IP4
tiO 0
10.1.4.102
m=audio 16674
q-IN IP4
RTP/AVP IS 101
10. 1. 4.102
a-rtpmap:ia Q729/8000
The figure shows an..example output for the Cisco Unity Express GUI caff-sip trace.
The StP INVITE message is shown.
The INVITE contains the Session Description Protocol (SDP) parameters for the call setup.
The INVITE and 200 OK messages are shown in the following output. In the trace, the INVITE
and 200OK SIP messages have different codec types as follows;
INVITE requests G.729: a - rtpmap: 18 G729/8000 0 200 OK requests G.71 iulaw: a- rtpmap: 0 PCMU/8000
INVITE Sip:4uCG-.LlO. 1.4.3: 5060 SIP/2. 0
Via: SIP/2.0/UDP :C.1.4.:02:5060;brarich=z9hG4bK2600

Re~ote-Party-ID: "John Jones"
<sip:100i;i0. 1.4 . lC'2>;paity-calii'ig;screen^no;privacy-cf f

From: "John Jones" =sip : 1001^1 0 . 1 . 4 . 102 >; tag=B60BD298-37E
~2g : < s i p : 4 2 0 2 -1 0 . 1 . 4 . i >
Oate: Fn, 26 Mar 2010 17:.Lj4:24 GMT
Call-ID: 72F67ABi 3B3711DF 3411F3E3 97Drs8F13.^1 0 .1 .4 .10?
Supported : IOCrel ,ti:'iei ,rc-souioe-pnorir.y, replaces, sdp-anat

m in se : : a: 2
Cisco-Guid: 192SS16037-0343133153 2215441385-2547748627 User-Agent: : Cisco-SIPGar eway/IOS-1 2 .x
Allow: INVITE, OPTIONS, EYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE
NOTIFY, IKFC, REGISThK CSeq: 101 INVITE
Max-Forwaras: 71
TiT.esramp:
126 9626064
Contact : .Eif;:1001 i] 0 .i .4 .". 02 :5 06 0->
Call-Info: <Sip:i0.1.4.I02 :b06 0~, ; method- "NOT 1FY ;Event -r_ elephonc ever.L ; Curat l or.-2 2 0 0 "
Exmres : ISO
3-216
Integrating Cisco Unified Communicalions Applications (CAPPS) v80
Allow-Events:
telephone-event
Content-Type: application/sdp Content-Disposition: session;handling=required

Content-Length:
v=0
264
o=CiscoSystemsSIP-GW-UserAgent 2653 6189 IN 1P4 10.1.4.102

s=SIP Call
c = IN
t = C 0
IP4
10.1.4. 102
m=audic 15674 RTP/AVP 18 101

c = IN IP4 10.1.4 .102
a^rtpmap:18 G729/8000
a-fmtp:18 annexb=no
a=rtpmap:10i telephone-event/8000
a=fmtp:lGl 0-16 a-ptime:20
SIP/2.0 200 Ok
Via: SIP/2.0/UDP 10 .1 .4 .102 :5060 ,-branch=z9hG4bK2600 TO: <sip:4 000310.1.4.3>;tag=dse5flecB5
From: "John Jones" <sip:100KS10.1-4.102>;tag=B60BD298-37E Call-ID: 72F67AB5-3 83711DF-8411F3E9-97DBBF13@10.1.4.102

CSeq: 101 INVITE
Content-Length:
124
Contact: <sip:4000S10.1.4.3:5060;transport=udp> Content-Type: application/sdp Call Info: esip:10.1.4.3:5060>;method="NOTIFY;Event=telephoneevent;Duration=2 000"
Allow-Events:
telephone-event
Allow: INVITE, BYE, CANCEL, ACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO
Cisco-Gcid: 72F67AB5-3B3 711DF-8411F3E9-97DB8F13@10.1.4.102
v=0
0=CUE 10243970 2 IN IP4

s=SI? Call C=IN IP4 10.1.4.3
C =0 0
10.1.4.3
m=audio 16626 RTP/AVP 0
a=rtpmap:0 PCMU/BO0O
3"217
CiscoUnity ExpressImplementation in Cisco Unified Communications Manager ExpressEnvironment
SIP Troubleshooting: Bye

This section shous the SIP BYE message in the Cisco Unity Express trace output for the
previous call setup.
Si*>'* J , S-v.l j^ *L i
ik
iro
- Cisco Unity Express catt-sip tracedisplays the SIP BYE message. The SIPBYE message s sent byCisco Unity Express to clearthe call from Cisco Unified Communications ManagerExpress
* The reason field contains a cause code indicating thereason for clearing the
call
Cause 65indicates thai the bearer capability (codec) isnot supported by

Cisco Unity Express
CUEli
BYE
show
trace
buffer
tail
eip:4000S10.1
John Jones
4.3:5060 itranspor tûdp SIP/2 .0

<aip
2010
Vis :
From
SIP/2.O/'JDP 10.1.4
102:5060;t)r nch= z9tlG4bK2 6 224 3 0 1001810,1.4 102a tag=B60BD298-37E

^55
Tq r Date
cflip:4000*10. 1.4.31 tag=dse5fle

Fri. 26 Mar 7 :54 :24 GMT 72F67AB5
Call -ID!
User
Max-
3S3711DF-8411F3E9
97DB8F13610, 1.4. 102

x
Agent:
stamp:
102
Cisco SIPGateuay/IOS-12
70
Forwards:
Time
12696260E4
BYE
CSeq
Reas Cont
SO!
Q.850;cau 5 8.65 0
er.t-Length:
The figure shows example output ofthe Cisco Unity Express GUI caff-sip trace. In the trace, the BYF message contains a reason code for the call disconnection (cause - 65), Cause 65 indicates '"bearer capability not implemented."' which indicates the wrong codec.
The SIP BYE message is shown here:
BYE sip. 4C0:.: ilC .". .4 .3:5060;transport -udp SIP/2.0 Via: SIP/2 ,C/UCP 10 .": . 4 .102 :5C60; branch- z9hC<lDK26 22430 From: "Jcnr, Jcnes" <sip:1001*1 0.1. 4 .1C2>, tag=B60BD298-37E
~ci: <sip :4C:j; =ID. 1 .4.1:,; Lag=dse5 i lee: 5b
Fri, 2 6 Xar 2010 17:54:24 GMT Date:
Call- ID: 72F67AR5 333711DF -8411F3E3 -97DB8F1 3OH 0 .1 .4.102

"Jser-Ager:; : Cisco-SIPGateway/IOS-12 .x
Wax-Forwards : "7 0
"'ineSLa-p:
CSeq: 1C2
:;5 6 96 26 0 5;''=
BYE 2
Reason : Cj. S50 ;oause^bi-
ConLenr. -I.er.g!.:,:
Additional cause codes includes the following:

Unallocated (uuassigned) number - 1 Normal call clearing = 16
See the ITU Q 850 standard for a complete list of cause codes.
Note
3-218
integrating Cisco Unified Communications Applications (CAPPS] v8.0
SIP Troubleshooting: Solution

This section describes the SIP troubleshooting solution.
SIP Troubleshooting
Verify Cisco Unified Communications Manager Express
configuration.
The voice-mail dial peer to Cisco Unity Express must be configured for G.711 mu-law.
iial-peer voice 2500 voip
description voicemail CUE destinstion -pattern 25.. dial-peer voice 2500 voip description voicemail CUE destination-pattern 25..
session protocol eipvJ session target ipv4:10.1.4.3

dtmf-relay sip-notify
o vad
session protocol slpv2 session target ipv4:10.1.4.J dtmf-relay sip-notify

no vad
Osco Unified Communications
Manager Express
Verify the Cisco Unified Communications Manager Express configuration.

Voice mail is accessed by call forwarding from IP phones to CiscoUnity Express. The dial peer to Cisco Unity Express defines how Cisco Unified Communications Manager Express
communicates with Cisco Unity Express.
The dial peeT is notconfigured to use the G.711 mu-law codec, so the default G.729 will be
used. The voice-mail dial peer mustbe configured for G.711 mu-law using the codec dial peer configuration command.
Usethe show running-config command to display the CiscoUnified Communications

Manager Express configuration.
Example configuration with incorrect G.729 codec:

dial-peer voice 2500 voip description voicemail CUE
destination-pattern 25..
b2bua
session protocol sipv2 session target ipv4:10.1.4.3 dtmf-relay sip-notify

no vad
3-219
Cisco Unity Express Implementation in Cisco UntfiedCommunications Manager Express Environment
Example configuration with correct G.711 mu-law codec:

destination-pattern 25..
session protocol sipv2 session target ipv4:10.1.4.3 dtmf-relay sip-notify

codec gVliulaw
no vad
3-220
Troubleshooting the MWI

This topic describes anexample MWI troubleshooting scenario.
MWI Troubleshooting Scenario

Voice-mail is working normally.
Messages can be recorded and retrieved.

The MWI is not working.
On IP phones, the MWI light does not change to indicate

that there are new messages.
Cisco Unified
Communications
IP Phone
Manager Express
Inthis MWI troubleshooting scenario, the Widget Company is using a Cisco Unity Express
voice-mail solution with Cisco Unified Communications Manager Express. Currently, voice
mail isworking normally. All users are able toaccess their voice mail. Messages can be
recorded and retrieved.
The problem is that the MWI is notworking. On IPphones, the MWI light does notchange to
indicate that there are new messages.
3-221
Cisco Unity Express tmpiementalion in Cisco Unified Communications ManagerExpress Environment
Verify MWI Configuration

Verify the Cisco Unified Communications Manager Express and Cisco Unity Express MWI
configurations.
*-<# j r tt? I
V !., 1 i i >
IflVtl
UUl till
Verify the Cisco Unified Communications Manager Express and Cisco Unity Express MWI configurations.
Name:
ciscomwiapplication
Description; ciscomwiappiication
sphone-dn Dumber
aa
3f
4998.
Application type:
Script;
ID number; Enabled;
mwi on
aetmwi.aef
3 yes
;phone-dn
number
3!
4939.
Maximum number of
BtrKWI BtrKWI OFF DN;
sessions
6 0 4999
CallControlGcoupIC.
ON DN;
4 998
Cisco Unity
Express
Manager Express
The first step is to verify the Cisco Unified Communications Manager Express and Cisco Unity Express MWI configurations. Check that Cisco Unified Communications Manager Express has the correct MWI on and MWI off ephone-dns. The MWI numbers must match the Cisco Unity
Express configuration as follows:
Cisco Unifed Communications Manager Express ephone-dn MWI onand MWI off. There should be four dots (for four-digit extensions) following the MWI number configured. Cisco Unity Express strMWI ON_DN andstrMW[_OFF DN.
38
CMît ahow running-configuration

ephone -d::
number
mwi cr.
499S . . . .
epnone -dr.
number rr.wi eft
i ~
..
4 93^.
Check that the Cisco Unity Express MWI is correct as follows;

CUEltt show ccn application
Name ;
c 1scomwi appi icat ior.
Description;
ciscomwiappli cat ion

a a
Application Lype:
Script::
ID .lumber :
setmwi.aet
j
Enabled:
yes
Maximum r.uTiber cf
sessions:
Cal 1Cont re 1Group: i;;

stiVWT 0FI-_3i','; s'.:MWi ;,\_nr;:
q
-1999 4993
integrating Cisco Unified Communications Applications(CAPPS) v8 0
Cisco Unity Express Trace Output

View Cisco Unity Express trace output.
Cisco Unity Express Tract

Enable MWI trace, leave a voice mail, and view the trace buffer. Example voice mail MWIon for extension 1001.
CUElfl trace voicemail mwi all
CDE1* Press show trace buffer t a l l <CTRL-C> to e x i t . . .
1923 03/24 17:10:23.080 THAC TIMZ

OxOOOOOOOOOOOf1206 1001,true
1 GMT BST 0
3741 03/24 17:25:13.863 voicemail awl "setMessageWaiting" 3741 03/24 17:25j13.S79 voicemail mwi job state" MessageWaitingThread.addJob;
Messages-Halting: yes
Message-Account: sip:1001910.1.4.3
Voice-Message: 7/0 (0/0) Fax-Message: 0/0 (0/0}
MessageWaitingThread.run: extn=1001, numJobs=0

3226 03/24 17:25:13.683 voicemail mwi job state"
http://looalhost:8080/mwiapp?xtn"l001Batatel
Enable Cisco Unity Express MWI tracing. Place a call, leave a voice-mail message, and view
the trace output. Use trace voicemail mwi all command.
Theexample shows that thevoice-mail MWI is set to "on" for extension 1001:
Messages-Waiting: yes
Message-Account: sip:1001@10.1.4.3
http:.''1ocalhost:8080/mwiapp?extn=1001&state-l (state =1 indicates MWI on)
The following shows an example MWI trace output:

CUE It* trace voicemail mwi a l l CUElft show trace buffer t a i l
Press <CTRL-C> to e x i t . . .
1923 03/24 17:10:23.080 TRAC TIMZ 1 GMT BST 0
3741
03/24 17:25:13.863 voicemail mwi
setMessageWaiting" OxOOOOOOOOOOOf12 06
job state"
1001,true
3741 03/24 17:25:13.879 voicemail mwi
MessageWaicingThread.addJob: Messages-Waiting: yes Message-Account: sip:100110.1.4.3 Voice-Message: 7/0 (0/0)
Fax-Message: 0/0 (0/0}

X-Cisco-Message-State: new
X-Cisco-Message-Type: normal
From: "Fred Bloggs" esip:lQlOSsip.invalids To: <sip:1001Ssip.invalids

Date: Wed, 24 Mar 2010 17:25:13 GMT
Message-ID: FCZ094 071WF-AIM2-FOC133 939VS-12694477S23 20 Message-Context: voice-message

Content-Duration: 5
3741 03/24 17:25:13.879 voicemail mwi " job state"

MessageWa itingThread.addJob: numJobs=1
.= 226 03/24 17 : 2f; :13.S83 voicemail mwi " ]ob state" MessageWair ingThread .run
exin=lZ01. numJobs-C
3226 3 '24 17:27: - '. 3.383 vcicemai] mwi " job state"
r.ttp: /.'loca:hosL:30SG.',Tw;dpp?exLn =:001iIst.ate =l
3-224
Cisco Unity Express MWI Refresh

Use Cisco Unity Express MWI Refresh to synchronize IP phone MWI states.
Cisco Unity Express

Use MWI Refresh to synchronize IP phone MWI states
- Uiice Mail > Message Waiting Indicators > Refresh

Refresh All or select mailboxes to refresh
vnU>Hwi|i<^l-inn
Refresh
^nt "**" sii \ (j\ RWM *ii

<n<n* t-a>T5 10 nwtg> |3i
MiO
Prcmvy EuwKtotl
I01S i-ioo
Ml I101J> Typo
F**na"Bl
Dmnotlcrc
TW DB0E11 iiltc *
toeflji
,tlcj
P?thI
lal&jfliTiBilbcif
Gm^ll CWkl-,
Pmaml
!! llliw
wmart mailbox
Occasionally, theMWI setting for a telephone canbe out of synchronization withthe user's
message status in the voice-mail database.
For example, a user could have pendingmessages, but the MWI does not turn on.
The administrator can refresh the MWI light so that the light reflects the current message status in the voice-mail database. Use the following procedure to refresh the MWI for a single
mailbox or for all mailboxes:
Choose Voice Mail > Message Waiting Indicators > Refresh.

To refresh one mailbox, check the box next to the user or group ID of the mailbox owner
and click Refresh Selected. To refresh all mailboxes, click Refresh All.
Note
Cisco Unity Express will send MWI messages to refresh the MWI state. These messages
are useful when troubleshooting MWI problems.
3-225
Cisco Unity Express Refresh MWI State

Cisco Unity Express traceoutput for MWI Refresh.
isco Unit*
Example trace voicemail all output for MWI refresh al Check setMessageWaiting state Extension 1001 true (MWI on)
Extension 2000 false (MWI off)

voicemail debug "dbg" com.cisco.aesop.voicemail.Mailbox :
refreshMWIAll
voicemail debug "dbg" com.cisco.aesop.voicemail.LdapAgent

geCAttributeValue:
/sw/local/users/J Jones/TelephoneNuiabers/primaryExtension
voicemail debug "dbg" com.cisco.aesop.voicemail.Mailbox :
setMessageWaiting: 1001,true
volceaail debug "dbg" com.cisco.aesop.voicemail.LdapAgent

getAttributeValue:
/sw/lccal/users/jbloggs/TeleplloneNumberrs/primaryExtension
voicemail debug "dbg" com.cisco.aesop.voicemail.Mailbox ;
setKesaageWaiting: 200 0,false
The figure show s example output for the trace voicemail all command afteran MWI refresh is
issued. The example.shows the Cisco Unity Express trace voicemail all output for the MWI
refresh all option. Check the setMessageWaiting state as follows:
Extension 1001 true (MWI on)

Extension 2000 false (MWI off)
3-226

UseCiscoUnified Communications Manager Express debug to troubleshoot.
Cisco Unified Communicate
Manager Express
Use debugto verify thatCiscoUnified Communications Manager Express
recedes the MWI notification.
The example shows SIP Notification for extension 1001 withMessageWaiting set to yes.
CHE#d*bijg ccsip msBBaga
Received;
HOTIFT flip : 100 1910.1.*. 102 :506O.transpoet-udp SIP/2.0 Via: SIP/2 .0/UDP 10 .1.4 .3:5060|braneh-iSlia4bKBwql8hAlDc3ApNkBB6ft--3e
Mm-Porwardli: 70
to; <*ip:10O1810.1.4.10I:506Q>
From: <sip;1001*10.1.4.3:5060>jtg-dab22 82bb

Call-ID:
CSeq:
f09a9eb3-1137*aipi100110.1.4.3:506 0
1 NOTIFY
Content-Length: 110
Contact; <ip:100IS10.1.4.3:506 0> Conteat-Type : spplicatino/simple-mesg -e

Event: message-summary
Haasagaa-waitlog; yai
Message-Account: sip;1001*10.1.4.3
Voice-Message: 18/0 (0/0)
Fax-Hessaga: 0/0 (0/0)
The figure shows example output for the Cisco Unified Communications Manager Express debug ccsip message command. Verify theCisco Unified Communications Manager Express
MWI notification.
The example shows a SIP Notification message for extension 1001 with the Message-Waiting
attribute set to yes:
CME# debug ccsip message
Mar 26 09:16:57.405: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg.

Received:
NOTIFY sip:1001slO.1.4.102:5060;transport=udp STP/2.0

Via: SIP/ 2. 0/UDP 10.1.4.3 :506 0 ;branch-z9hG4bKEwqIaheAalaDc3ApNk8s6A-.-3e
Max-Forwards: 70
To: =sip; 1001310.1 .4.102:5060;.
From: <sip:lOOlslO.1.4.3:5060>;tag=dsb228 2bab

Call-ID: 09a9eb3-11373sip:1001@lQ.1.4.3:5060
110 CSeq: 1 NOTIFY Content-Length:
Contact: esip:1001S10.1.4.3:5060> Content-Type: appllcation/simple-message-summary

Event: message - summary
Messages-Waiting: yes Message-Account: sip:100110.1.4.3
Voice-Message: 18/0 (0/0) Fax-Message: 0:0 i0/0}

Mar 26 09:16:57.410:
Sent:
//-1/xxxxxXXXXXXx/SIP/Msg/ccsipDisplayMsg:
CMESSIP/2.0 431 Call Leg/Transaction Does Not Exist

Via: SIP/2.0.'UDP 10.1.4.3:506
From: ;sip:1301310.1.4.3:5060 To: <s;p:1001510.1.4.102:5060

Date: Fr: , 26 Mar
branch=z9hG4bKEwqIaheAalaDc3ApNk8s6A~~3( tag=dsb2282bab tag=B4321610-lD7
2010 09:16:57 GMT
Call-ID:
CSeq:
f09a9eb3-1137Ssip:1001@10.1.4.3:5
0
1 NOTIFY
Content -Lenath:
MWI Script
Verify that the Cisco Unit}' Express MWI script istriggered and check the MWI settings.
Verify thatthe Cisco Unity Express MWI script is triggered

and check the MWI settings
Example trace ccn Engine all output for MWI refresh
Extension 1001 MWI on (directory number 4998)

SIP Unsolicited DTMF relay method is usedforMWi
CTJElfttrace ccn Engine all
CTJElSshow trace buffer
State: STARTED
tail
Application; App[naroe=cisconiwiapplication,type=Cisco Script

Trigger : ContactApplicationTrigger[time =1269528710701
{strDeviceNum, Java, lang .String, 1001} {strMWI_DN, Java.lang.String, 4998}
{aipMWIMethod, Java.lang.String, unsolicited}
Verify that the Cisco Unity Express MWT script is triggered and check the MWI settings. The figure shows example Cisco Unity Express output for the trace ecn Engine all command
after an MWI refresh is issued as follows:
Extension 1001 MWI on (strMWl_DN 4998)

SIP Unsolicited DTMF relay method is used for MWT
The complete trace ccn engine all output is shown below;

CUE1#trace ccn Engine all
C'JEl*tshow trace buffer tail
An object of coir,. cisco . app . iirpi .WFWorkf lowAppDebugTaskWrapper

State: S'iARTED
Applies: ion: App ;:iarr,e =ci scoir.wiapp] icat ion, type=Cisco Script
Applicat ici:, rd=3 ,deac =cisco[[iwiapplication,onabled=true,max=6, valid=cr tie, cf g= . A

ppiicatior.Ccnfig[,name-ciscomwiapplicat ion,id-3,type-Cisco Script
Appl icat .on. descriptior.-c .scomwrapplication, enabl od-t rue, sessior.s-6, sciipt-S.:?.
Il:T[set-wi .aef j,access -0, pr: viiege=l ,sci ipt -SCRIPT [setmwi .aef ]]j1
Trigger:
Concacr.Appiioat:or,T:rgger !time=1269528710 ?01, loca! e^system .defauH ,ctg-Htr.nApc

"1 icat lonTriggerCcnfig [,name =/mwiapp, type =Cisco HTTP Trigger, appKaite =cisco-riwi applicat ion, enabled=Liue, sessions-: ,!dieTimeout =10OS
oca!e=systern.default,callControlGroup=0,priDialogGroup-0.secDialogGroupÔ con
rolClass=class
com.ciscc.hr.cp.HttpContrclChannel,controlGioupld-0,contacLGroups-[Group Into[cl
ass-con. Cisco, r.ttp.Ht.t pCcntrol Channel, id-Oj ,
Gro'jpInfo[class =com.ciscc.hr.tp.HttpControlChanncl, id=0 31,uri-/mwiapp] ,contactHttpContact |id=52,type =Cisco Http
Contact,impl:d=nulI,active=false,state=CONTACT_TERMlNATED,inbound=true,handled =false, iocale-er,_U, abort mg =falso, app=App [name=ciscomwiapplicat ion, type=C isco
Script
Application, _d =3,dnsc-c iscomwi appl icat ion, enabled- true, max-6 ,val id=true, ctg- ,"A pp.i cat ionCcnf ig ;,name- ci scomwi appi icat.: on, id=3, type-Cisco Script
3-228 Integrating CiscoUnified Communications Applications (CAPPS) v8 0
Application.description=ciscomwiapplication,enabled=true,sessions=6,script=SCR
IPT[setmwi.aef] ,access=0,privileged,script=SCRIPT[setmwi.aef]1]] ,task=1900000
0056,session=null, seqlJum=-
l,time=l2S952B7l06 9B,req=org.apache.tomcat.facade.HttpServletRequestFacade'aale
7adl]
An object of com.cisco.wfframework.engine.core.WFEngineWorkflowDebugTask
ID: 19000000056
Start
Source
time
ID:
!t,s) : 1269528710712
ID:
Destination
Media Instance ID: null Session handled: false

Context:
An object of com.cisco.wfframework.obj.WFWorkflowContext
(strDeviceNum, Java.lang.String, 1001} fstrMWi_DN, java.lang.String, 4998) {errorFileNoParameter, Java.lang.String, MWIerrorNoParam.html) (successFile, Java.lang.String, MWIsuccess.html}
(errorFileCreateCallFail, Java.lang.String, MWIerrorCreateCallFail.html)

(returnFileDocument, com.cisco.doc.Document, FileDocument[file=/usr/wfawid/Documents/Generic/system/default/MWIsuccess.htm l,mime=text/html])
(strMWI_CompleteNum, Java.lang.String, | (rnaTimeOut, java.lang.Integer, 5} (CallControlGroupID, Java.lang.Integer, 0} {^wiCallContact, com. cisco. contact. Contact, null) {mwiOn, java.lang.Boolean, true}
(strMWl_ON_DN, java.lang.String, 499 3619 03/25 14:51:50.813 ACCN ENGN 0 8}
(strMWI_OFF_DN, java.lang.String, 4999} (mwistatus, java.lang.String, 1} {CallControlGroupID_ITS, java.lang.Integer, o} (Reai_CallControlGrouplD, java.lang.Integer, l) (sipMWIMethod, java.lang.String, unsolicited} (allowUnsolicited, java.lang.Boolean, true)
{mwiBody, com.ciSCO .doc .Document, CachedDocument[riame=null,mime=application/simple-message-summary]} (i, ]ava,lang.Integer, 2}
(comma, java.lang.String, ,} (mwiMethod, java.lang.String, unsolicited}

{outcall, java.lang.Boolean, false}
3-229
MWI Configuration
Verify the Cisco Unity Express and Cisco Unified Communications Manager Express MWI
configurations.
iS&*g!K
MWI
' Modify Cisco Unified Communications Manager Express and Cisco Unity Express to use common MWI parameters. Use the SIP Notify method on both systems.
dial -p
desci
er v
oico 1000 vo ip
voicemail
CUE
ptio a
d e s t i r a t i o n-pattern seseic n seaeic

dtaif-i p r atocol
4.
sipv2
t a rgst ipv4:10 1.4.3 el ay rtp-nte Hip notify
dtmf-i nterworking codec

no vad
rtp-
its
g711 jlaw
CiscoUnity Express
Cisco Unified Communicalions
Manager Express
Verity' the Cisco Unity Express and Cisco Unified Communications Manager Express MWI configurations. Modify Cisco Unified Communications Manager Express and Cisco Unity Express to use common MWI parameters. Use the SIP Notify method onboth systems. The example shows the Cisco Unified Communications Manager Express dial peer configured
to use both the RTP NTE andSIP Notify DTMF relay methods:
destination-pattern 4... session protocol sipv2
session target ipv4:10.1.4.3 dtmf-relay rtp-nte sip-notify dtmf-interworking rtp-nte

codec gvnulaw
no vad
3-230
>20!0Cisco Systems. Inc
Troubleshooting Subscriber and Mailbox

This topic describes an example mailbox troubleshooting scenario.
Troubleshooting Mailbox Scenario

XYZ Company is using Cisco Unity Express voice mailin a
medium-sized office environment.
Voice mail appears to be working for most users.
However, a small number of subscribers cannot access their

voice mail.
"My voice mail is
icrkrig "
Cisco Unity Express

Subscriber
In this mailbox troubleshooting scenario, the XYZ Company is using a Cisco Unity Express
voice-mail solution with Cisco Unified Communications Manager Express in a medium-sized
office environment. Currently, voice mail appears to be working for mostusers. However, few
subscribers cannot access their voice mail.
3-231
Cisco UnityExpress Implementationin Cisco Unified Communicalions Manager Express Environment
Verity Call Forwarding

Verify that IPphones ha\e thecorrect call forwarding configuration.
Voice-mail integration between Cisco Unified Communications
Manager Express and Cisco Unity Express is working.

Most subscribers can use their mailbox.
Venfy that individual IP phones are configured correctlyinCisco

Unified Communications Manager Express.
Forwarding calls to the correct voice-mail extension
ephone- dn
number
1
4000 time out 10
1001
oan
call-forward
Cisco Unity Express
Cisco Unified
Communications
IP Phone
Manager Express
Most subscribers can use their mailbox, so it seems that voice-mail integration between Cisco Unified Communications Manager Express and Cisco Unity Express is working.
The first step is to verify that individual IPphones are configured correctly in Cisco Unified
Check that the IP phones associated with the users who are reporting problems are configured to forward calls to the correct voice-mail extension. Compare the phones that are having
problems with IP phones that work.
3-232
InlegratmgCisco Unified Communications Applications(CAPPS) v8.0
Verify Mailbox
Verify the Cisco Unity Express mailbox configuration.
Verify Mailbox
Verify that the subscriber
has an associated mailbox that is
"*"
-'*p.i
configured.
Verify that the primary extension is configured. Verify that the mailbox is enabled (user hears promptwhen disabled).
Unlock mailbox if
&B1 Ibtoggs
v...!.-
a>
.,.
> ~ ~ M _ v S ^ . U-.fcM-l*>>T.*M .. *HftHjQintaM Pfc
'to fc
,
,
required.
BaaMMmnwBi.
IJ
Verify the Cisco Unity Express mailbox configuration as follows:

Check that the subscriber has a mailbox associated.
Verify that the Enabled check box is selected. Verify that the extension ofthe subscriber is designated as a primary extension.
Cisco Unity Express does not send an MWI to an E. 164 number.

Occasionally, a mailbox becomes locked, and the owner cannot access the stored messages. A "mailbox is currently in use" message is typically played when a user tries to access a mailbox
that is locked.
To unlock the mailbox, navigate to Voice Mail > Mailboxes. The Voice Mail Mailboxes window appears. Click the box next to the mailbox that you want to unlock and click Unlock. At the prompt, click Yes to unlock the mailbox.
3-233
Mailbox Trace
Use the Cisco Unity Express mailbox trace options.
Enable the Cisco Unity Express Mailbox

trace options.
Attempt to access a mailbox.
View trace output via the CLI.
Example subscriber fbloggs successful mailbox login
CUEll Press
..
M., :^ to
r-..'.!, ; eiu. .
.Si.
=CTRL-Ci
3617
03/26
11:01:15.035 ACCN ENGN 0
No t i f y
lailbox
ng Debug task Ended "Usnr login'

getExpired: 0,
26023 03/26 26023 03/26
15:07:06.404 voicemail 15:07:06.499 voicemail
/sw/local/users/bloggs
lailbox 0
ejpiiyrine.2010-01-0
BT19:05:05-0100
26023
03/26
15:07:20.801 voicemail
sailbox
"User logout"
0x000000046c7cfe58 /sw/
local/users/Ebloggs
Enable Cisco Unity Express Mailbox trace options using the GUI. Attempt to access a mailbox and view trace output via the CLI. The example shows a successful mailbox login for subscriber fbloggs as follows:
Voice mailbox "User login"
Voice mailbox "User logout"
Use the show trace command to verify the trace settings:

C'JEls MC'CULZ show trace ENTITY SETTING
Voicemai ;
LOG NAME
r'.ailbox
OCOOOrtl
STATE'S
at race.1og
Use the show trace buffer tail command to view the trace output:
CJF13
Press
show
trace buffer
to
tail
<CTRL-C>
exit...
361/ 21/26 11:01:15.035 ACCK ENGN G Notifying Debug task Ended
26023 03 ' 2 6 15: 0^:06.404 voicemail mailbox "User 1 ogin" 'sw/local/jsers/fbloggs 26023 33'2 15 rC: 06.499 voicemail mailbox 0 get Expired; 0 , expii-yTime-2 01 2
7 6 o ; 3
26 1C- :0 /:2C .bu-; vol re'''a j1 mai Ibox "User logout " OxCOOC0004 6c .ciebfi
ILlogqs
'. .iseib
Interpreting TUI Sessions

This section describes how to verify TUI scripts and subscriber input.
Interpreting TU! Session:

Verify scripts and subscriber input. Use the trace voicemai
vxml all command for TUI session debugging.
- Displays DTMF received and prompts played in

response to DTMF Use caller ID for differentiating different calls
into voice mail.
- Displays voice mail TUI position
Various levels of prompts and menus within

the TUI
Subscriber
Verify scripts and subscriber input. Thescript voicebrowser.aef provides the functionality of
the Cisco Unity Express voice-mail application. This script uses Voice Extensible Markup Language (VoiceXML) to implement its functionality. These functions can be viewed by using the trace voicemail vxml all command, which provides the following information:
Displays DTMF received and prompts played in response to DTMF

Use caller ID for differentiating different calls into voice mail
Displays voice-mail telephone user interface (TUI)position

Various levels of prompts and menus within the TUI
The caller ID of users calling into voice mail is checked. If there is a mailbox that is associated with that phone number, usersare prompted for the PIN. If there is no matching mailbox, users are prompted to enter the extension with which their mailboxes are associated.
TUI Session: Leaving a Message

This section presents Cisco Unity Express TUI session trace output for leaving a message.
A caller leaves a message with urgent priority in voice mail. User hears prompts and selects option 2.
CUM
trict show Pr* 42 64 V3ieaaa.il tia=a t 58 vxml
pre 0$: t
iuf(or
it.
lo
.
<;CTBL-C>
04/21
1D.4S
216
v oic.mil
vxml
Raoord
0
your
had; hjmo; up o
42 6 4
pra. a 623
590
Ice
ic-ra sptiona."
lrmol
vxml
aaaaage at th* 0x00000003ValldS12
tone.
Whan
you ara
04/21 04/21
10:50 10:50
06 12
V O 1CIB1A1]
v SlCUUl] :
0xO0O0OO037alld612 TIMEOUT
0 Ox0000 000 37>Ud612 raeordad callarmaa

To land thia
duE* 4244
lon:52S0m5
EI E U l
VXlll
04/21 M
10:50
12
156
V OlduH
muBigf with n
ptaaa 3. To ra-r acoid
t h l . biiiaga 10:50
12
42 64
04/21
7 57
ui tli urgant priority, V oicamail vxail To

v oiciuil vxml
praaa 2.'' 0x000000037*1ld612 AvPHSe

pl.y yout mvaaaga,
It,
pull
42 64
4.- Dx000000037lld612 AvA.aopCu

04/21 10:50
raatNU4 0J . 12 7 58
tfnENEI004 .wav
To
cancal praas 6" 0x000000037.113412

otion-
41(4
04/21 10, SO
IS
610 V i l c m U
vxml
callatllagHw;.: rd.nag option.
OiQOO 00003 7.1 IdtU

AvPa: raatENUOOB. 42 H 04/21 10:50 15
**v
1-*
9 S!4 v Dictm.il vxml Wilt whila 1
tranafar yout call1' 0x0 00 000 0J7.11d612
ftvpa: EaaLBNU0 05.
Io view a call arriving m voice mail anda message being leftfor a subscriber in the fonnof trace command output, enter the trace voicemail vxml all command. This output can include
the prompts that are played and any corresponding .wav files that are mapped to those prompts.
The input ofthe caller can also be displayed in the output ofthe trace command. In the example, the subscriber is prompted for input as follows:
"To send this message with normal priority, press I."
"To send this message with urgent priority, press 2."

"To play your message, press 3."
"To rerecord it, press 4."
The following describes the trace output: A caller leaves a message with urgent priority in voice mail.
User hears prompts and selects option 2.
Ihe userhears "Yourmessage hasbeen sent"and"Waitwhile I transfer yourcall."
Integrating Cisco Unified Communications Applications fCAPPS) v8 0
TUI Session: Retrieving a Message

This section presents Cisco Unity Express TUI session trace output for retrieving a message.
TUI Session: Retrieving a IVlessag

User mbrown retrieves a message from voice mail.
- Input follows Spoken Name and prompt .wav files

COM ttaca voloamail vxml all
COT*
show tcaca bucfar ahorfc
4262 04/21 10:53.1;.flU VMSS vxml Ox 000 000 037 all Of 14 4262 4262 4242 4262 4262 04/21 04/21 04/21 04/21 04/21 10:58:17-144 10:5til?.402 10:58:17.113 10:58:17.416 10iSB.17.427 VHSS VHSS VHSS VHSS VMSS vxml vxml vul vnl vxml 0x000000037alld* 14 Dx0OOOO0OJ7alld14 0x000 000 0J7 alldCH 0x0000DOO37alld614 0x000000037alld614
18002 IvSubS IgnlnBNOO 02,1

123
4262 04/21 10:59:16.730 VHSS vxml 0x000 000 037 all del 4 11
0 flpQianMama-mlarawll .po)ianNlH 12123 A.vSubMagCountEHU12 B 1200 B AvSlilf agCountDIDOOl. 1202 3 IvSubMagCoun tKHUU2 3 11001 vSubManuniO001.
4262 4262
04/21 04/21
II 59:17.450 II
VMSS vxml
Ox 000 0D0 037 all Ml 4
11006 AvSuhHanuDTOOOS
S9:2S.2S7 VKSS vxml Ox0OOOOOO37lld11 13

VMSS VMSS VMSS VMSS VHSS vxml vxml vxml vxml vxml Ox 000 000 037 all del 4 0x000000037alld*14 0x000000037alld614 0x000000037alld614 0x000 000037alld614
1 4
4262 4262 4262 4262 4262
04/21 04/21 04/21 04/21 04/21
10:58:26.2)5 10:59:26.653 10:56:26.660 10.51:26.660 10:56:56.661
14004 A.v3ubMagStacktND004 1031 AvAddrSaarctaEHUOSl 0 Mil -^^^^^^ 2175 AvAaaopCuattm.DIU175 2176 *vl.topCuitaiIBU17 ..
12(5 04/21 10.58,26.667 VMSS
vxml 0x000 000037alld614 0 1
In this example, the subscnber mbrown retrieves a message from voice mail with the following
parameters:
User password input (123)
Spoken Name and prompt .wav files are played for menu options
The user selects menu option 1 (User Entry 1)
This is an example trace output for voice-mail message retrieval:

CUE# show trace buffer ahort 4262 04/21
4262 04/21
10:58:12.844 VMSS vxml

10:58:16.730 VMSS vxml
:17.244 VMSS
0x000000037elld614
18002
AvSubSign:nENU002.wav
Jx000000037elld614 }x000000037elld614
11 123
4262 04/21 10:5
vxml
0 SpokenName=mbrown12128
spokenName
4262 04/21 10:53:17 4 02 VMSS vxml AvSubMsgCountEKi;i2B wav 4262 04/21 10:58:17.413 VMSS vxml
0x000000037elld614
0x000000037elld614
12008
AvSubMsgCountENUOOB.wav 4262 04/21 10:58:17.416 VMSS AvSubMsgCountENU023.wav

4262
4262 4262 4262 4262
vxml
0x000000037elld614
12023
04/21
04/21
10:58:17.427 VMSS vxml

10 5
0x000000037elld614
11001 11002 11012

11004
AvSubMenuENU0Ol.wav AvSubMenuENU002.wav AvSubMenuENU012.wav

AvSubMenuENU004.wav
: 17. 432 :17.438 :17.444 :17.449 :17.450 : 26. 257
VMSS VMSS VMSS VMSS VMSS VMSS VMSS
vxml vxml
vxml
0x000000037elld614 0x000000037elld614
0x000000037elld614
04/21
04/21
10 10 10 10
10
5
5 5
04/21 4262 04/21 4262 04/21 4262 04/21 4262 04/21 4262 04/21
vxml vxml
vxml
0x000000037elld614 0x000000037elld614 0x000000037elld614 0x000000037elld614
11005 AvSubMenuENU005.wav
11006
13 1
5
5
AvSubMenuENU006.wav
10
56 :26 . 295
vxml
14004
AvSubMsgStackENUQ04.wav
10:58:26.653 VMSS
vxml 0x000000037elld614 1031
AvAddrSearchENUO 31.wav
10:58:26.660 VMSS vxml
0x000000037elld614
2501 3-237
4262 :4/21 10:58:26.660 VMSS vxml AvAesopCustorÊN:;i7= .wav

4262 0 4/ 21 10:56:26.661
vmss
0x000000037elld614
0x000000037elld614
2]75
2176
vxml
AvAesopCustorr.ENUl 7 6 ,wav 4262 C 4 / 21 10:53:26.667 4262 04/51

4262
4262
VMSS VMSS
vxml vxml
0x000000037elld614 0x000000037elld614
10:58:26.668
10:56:26.669
1 0 : 56 : 26.669
2088
AvAesopCustoiriEK'JCS9 .wav
04''21
04/21
VMSS VMSS VX^.l vxml
0x000000037elld614 3002 AvCommonENU0C2.wav

0x000000037elld614 2160
AvAesopCustomEN~J160 .wav
4262
4262
04/21
24' 21
10:53:26.7 50 i'GMT 04 : CO)

I 0 : 53 :37 .884
VMSS vxml Cx000000037elld614 0 Mon Apr 21 10:50:19

VMSS VMSS VMSS vxml vxml vxml
GMT-04 :DC
2'.. 08
0x000000037elld614 0 TIMTOUT
4262
4 26 2
04/21
2 4 ,' 2 ".
10:^8:37.969
".0:58:43.305
0x000000037elld614 0 Message-25195
0x000000037elld614 0x000000037elld614 0 TIMEOUT 2170
4262 4262
4262
04/2: 04/21
04/21
'.0:58:43.318 VMSS vxml 10:58:43.319 VMSS vxml

10:58:43.319 vxml
AvAescpCustcmEKUlVO.wav
0x000000037elld614
Ox000000037eUd614
2209
13203
AvAesopCustomEK'J2 0 9 .wav
VMSS
AvSubMsgPlayENU203.wav
4262 4 2 62 0 4 '21 04.-21 "0:58:49.531 10:58:49.635
VMSS VMSS
VXT.l
vxml
Cx000000037elld614
Cx0C0C0 003 7elld614
15
13G1 8
Avi_ibMsgF!ayEK"J01S .wav
4262 04/21 10:53:43.730 VXSS vxml 0x000000037elld614 1031
AvAddrSearchNU031.wav
4262
4262
4262
G4/21
04/21
04/21
10:58:49.73 7
VMSS
vxmi
0x000000037elld614 0x000000037elld614
2201
10:58:49.737 VMSS vxml

10:58:49
2175
AvAesopCi;stcmEt;!J17 5 .wav
738 VMSS vxml
wav
0x000000037elld614 0x000000037elld614 0x00000 003 7elld6 14
2176 0 2. AvComironHNUOG 2 .wav
AvAesopCusLomEKIJl 7 6
4262
4262 4 2 62
04./21
04/21 0 4/21
10:58:49
;0:58:49 10:58:49
74 4
VMSS
vxml vxml
VMSS
746 VMSS
3 002
2160
vxr-.l Cx000000037elld614
AvAfeSOpCuE=tUT.EtJ"l 6 0 .wav 4262 0 4/21 10:58:49.757 .GMT-04:DO'

VMSS
vxml 0x000000037elld614 0 Mon Apr 21 06:21:44
GMT-04:CO
2 :08
3-238
Summary
This topic summarizes the key points thatwere discussed in this lesson.
Summary
A problem-solving methodologyshould be used when troubleshooting voice-mail issues in Cisco Unity Express.
Cisco Unified Communications Manager Express debug
commands can be used to troubleshoot SIP connectivity issues with Cisco Unity Express.
The Cisco Unity Express MWI Refresh feature generates messages to synchronize the MWI state of IP phones.
The trace voicemail vxml command output shows TUI input as well as menus and prompts.
This lesson covered troubleshooting Cisco Unity Express in a Cisco Unified Communications
Manager Express environment.
References
RFC i26\, SIP: SessionInitiation Protocolzthttpyi\\^w.[Cti\orp'r^^
ITU-T Q.850: Usageof causeand location in the Digital Subscriber Signaling System No. 1 and the Signaling System No. 7 ISDN User Part at http://www.itii.inl/recT-RFC-Q.?()'
3-239
3-240
Module Summary
Thistopic summarizes the keypoints thatwerediscussed in thismodule.
loduie Summary
Cisco Unity Express offers industry-leading integrated messaging,
voice mail, fax, auto-attendant, and interactive voice response.
The Cisco Unified Communications Manager Express service module provides a cost-effective voice-mail solution for branch
locations.
Administrators can configure different prompts to be played at different times using Cisco Unily Express business hours and holiday schedules. CiscoUnity Express provides a default set of auto-attendant
prompts and scripts. Mailbox subscribers can receive message notifications on more
than one device. For example, via email and on a cell phone.
Cisco Unity Express provides powerful troubleshooting tools such

as the trace command.
This module describes how to implement CiscoUnity Express in a Cisco Unified Communications ManagerExpress Environment. The lessonscoveredtopics such as configuring mailbox subscribers and how to troubleshoot Cisco Unity Express voice-mail integration. Cisco Unity Express Auto-Attendant features were also covered.
References
Cisco Unity Express Documentation, By Version at
http: u\vw.cisco.coni en'US'docs/\'oice_ip_commitnity_exp/roadinap/cuedocs.htrrtl.
3-241
Cisco Unity Express Implementation in Cisco Unified Communications Manager Express Environmenl
3-242
Integrating Cisco Unified Communications Applicalions (CAPPS| v80
Module Self-Check
Use the questions here toreview what you leamed inthis module. The correct answers and
Q1)
Which process starts after the "noresponse" timeout in the Cisco Unity Express postinstallation script? (Source: Understanding Cisco Unity Express)
Q2)
Which ofthe following can beused toconfigure auto-attendant parameters? (Source:

Understanding Cisco Unity Express)
A) SRSV
B)
C)
Telephony User Interface

MWI notification
D)
Multisite Site Distributed Messaging
Q3)
How can the administrator connect to the Cisco Unity Express module to start software
installation or configuration? (Source: Integrating Cisco Unity Express with Cisco
Unified Communications Manager Express)
A) B)
use a SIP session to the Cisco Unity Express module connect via a DTMF relay
C) D)
access CiscoUnity Express with the voice-mail directory numberconfigured

on Cisco Unified Communications Manager Express
use the sessionoptionofthe CiscoUnifiedCommunications ManagerExpress

service-module command
Q4)
Which command is used in Cisco Unity Express to return the configuration to the factory defaults? (Source: Integrating Cisco Unity Express with Cisco Unified
Communications Manager Express)
Q5)
TheIPphone Messages button is used to retrieve voice-mail messages from Cisco Unity Express. Which Cisco Unified Communications Manager Express configuration
is used when the IP phone Messages button is pressed? (Source: Integrating Cisco Unity Express with Cisco Unified Communications Manager Express)
A) B) C) D) MWI outcall configuration telephony service voicemail command ephone-dn Call Forward No Answer configuration
mwi sip server command
Q6)
Theadministrator can define the voice-mail login password minimum length in the range from 3 to 32. (Source: Configuring the Cisco Unity Express System)
A) true
B)
false
3-243
Ql)
Which ofthe following is recommended when using Cisco Unity Express Holiday or
Business Hours schedules? (Source: Configuring the Cisco Unity Express System) A) Enable the system feature to automatically copy the existing Holiday and
Business Hours schedules to the following year.
B)
C)
Cisco Unity Express does not allow users to access voice mail during periods
that are defined in Holiday schedules.
Use an NTP server.
D)
Business Hours schedules can be configured with 15-minute time blocks to set
the open or closed business hours.
Q8)
Which two are required attributes when adding subscribers? (Choose two.) (Source:
Configuring Cisco Unity Express User Accounts)
A)
first name
B) C)
D> H)
primary extension
primary E.164 number

nickname
password
Q9|
Ihe Cisco Unity Express administrator can import users from Cisco Unified Communications Manager Express using the Configure > Userswindow. (Source:
A) true
B)
false
QIO)
The Cisco Unity Express User GUI provides user access tomailbox settings. Which
two mailbox,settings cannot beconfigured by the user? (Choose two.) (Source:
Configuring Cisco Unity Express User Accounts) A)
B)
vacation and meeting greetings
both can be active at the same time
first name, last name, and nickname
C)
D)
E)
a separate auto-attendant call-innumberfor personaluse

private distribution lists
notification devices
Qll)
The Cisco Unity Express Restriction Tables control the phone numbers that subscribers canuse to access features such as message notification. (Source: Configuring Cisco
Unity Express User Accounts)
A i true
B)
false
Q12)
Privilege levels provide different access rights to user groups. Which two user data elements can users access without configuring privilege levels? (Choose two.) (Source:
A) B) voice mail greeting type view real-time reports
C) D) E)
view historical reports notification profile send broadcast messages across ihe network
Inlegraling Cisco Unified Communications Applications (CAPPS] v8.0
Q13)
Which two statements best describe theCisco Unity Express VoiceView Express
feature? (Choose two.) (Source: Configuring Cisco Unity Express User Accounts) A) B)
C)
D) E)
Q14)
Cisco Unity Express supports a maximum 32 VoiceView Express sessions. Voice-mail subscribers can browse, play, send, and manage voice-mail messages by pressing the Services button on their Cisco IP Phone. Cisco Unified Communications Manager Express runs an authentication server to verify subscriber credentials when accessingVoiceView Express. The VoiceView Express systemwide sessiontimeoutdefault is 10 minutes. Voice-mail subscribers can browse,play, send,and managevoice-mail messages by pressingthe Messages button on their Cisco IP Phone.
The Integrated Messaging feature for Cisco Unity Express allows users to manage voice-mail messages by using an IMAP email client. Which ofthe following is true?
(Source: Configuring Cisco Unity Express User Accounts)
A) B)
Integrated Messaging is enabled by default. Subscribers can send, receive, and manage their voicemail messages using an
IMAP email client such as Microsoft Outlook 2007.
C)
D)
The IMAP email client must be configured with user ID and PIN of the Cisco Unity Express subscriber. A "mailbox full" notification occurs when the capacity exceeds 97 percent.
Q15)
SRSV provides a voice-mail survivability solution in branch offices. Whichtwo

statements about SRSV are false? (Choose two.) (Source: Configuring Cisco Unity
Express User Accounts)

A) B) C) D) E) Q16) Cisco Unity Express supports SRSV. Cisco Communication Manager Business Edition supports SRSV. Cisco Unity supports SRSV. Cisco Communication Manager supports SRSV. Cisco Unity Connection supports SRSV.
Which two statements are correct about the EAG? (Choose two.) (Source:
Understanding Cisco Unity Express Auto Attendant)

A) The EAG can be activated and deactivated via the GUI or TUI.
B)
Administrators can configure a separate call-in number for emergency access

to auto-attendant scripts.
C)
D)
E)
The system auto-attendant plays the Emergency Alternate Greeting by default.

When activated, the EAG is played instead ofthe welcome greeting ofthe system auto-attendant. The EAG can be used to alert callers to temporary schedule changes caused by bad weather or other unexpected events.
Q17)
The Cisco Unity Express Auto Attendant prompt format for files must be G.711 mulaw or G.711 A-law, 8 kHz, 8 bit, mono. (Source: Understanding Cisco Unity Express
Auto Attendant)
A) B) true false
3-245
Q18)
Which option can administrators use to configure orview directory number triggers and the maximum number of concurrent sessions for Cisco Unity Express applications'.'
(Source: Understanding Cisco Unity Express Auto Attendant)
A)
B)
ihe Voice Mail > Auto Attendant window in the Cisco Unity Express GUI
the Cisco Unity Express Editor PC software
C)
D>
the System >Call-in numbers window in the Cisco Unity Express GUI
AvT
Q19)
Cisco Unity Express supports script creation and modification. Which two options are correct? (Choose two.) (Source: Understanding Cisco Unity Express Auto Attendant) Al The administrator can createand modify scriptsoffline using the Cisco Unity
B) Express Editor PC software. The GUI Express Editor can be used to modify the script after downloading it to the Cisco Unity Express system. Scripts that arc created using the Cisco Unity Express Editor PC software
cannot be edited using the GUI Express Editor.
C)
D)
E)
Administrators can create script files on a PCor viathe Cisco Unity Express
GUI.
The GUI Express Editorcan be used to record new prompts to be playedand

assign prompts to script actions.
Administrators can use the GUI Express Editor to configure the actions for telephone user input for the keys 0 to 9 only. The Cisco Unity Express Editor PC software mustbe used to configure scripts for the asterisk (*) and pound(#)
keys.
Q20)
The Cisco Unity Express administrator can create new script variables using the GUI Express Editor. (Source: UnderstandingCisco Unity Express Auto Attendant)
A) B) true false
Q21)
Which command displays the voice call history on Cisco Unified Communications Manager Express? (Source: Troubleshooting Cisco Unity Express)
A) B) C) D| show show show show call history voice \oice call history voice call log call voice history
Q22)
After enabling SIP trace options via the GUI, the administrator can view the trace
output by performing which action? (Source: Troubleshooting Cisco Unity Express)

AI access the Cisco Unity Express GUI caff-sip macro
B) C) Dl
use the Cisco Unity Express GUI Administration > Traces window
use the Cisco Unity Express show trace buffer tail CLI command
enter the Cisco Unity Express show logs command
3-246
Inlegraling Cisco Unified Communicalions Applications (CAPPS) v8 0
Q23)
Whichtwo methods can be used to troubleshoot MessageWaiting Indicator issues?

(Choose two.) (Source: Troubleshooting Cisco Unity Express) A) B)
C)
the Cisco Unity Express trace voicemail mwi all command

the Cisco Unified Communications Manager Express debug voicemail mwi
command
the Cisco Unified Communications Manager Express debug ccsip message

command
D) E)
the Cisco Unity Express trace mwi all command verify that the ephone-dn is configured with call forwarding to the voice-mail directory number
Q24)
Which command can be used to view TUI user input when troubleshooting mailbox
issues? (Source: Troubleshooting Cisco Unity Express)
A) B) C) D)
the Cisco Unity Express trace voicemail the Cisco Unity Express trace voicemail the Cisco Unity Express trace voicemail the Cisco Unity Express trace voicemail
tui input command prompt command input command vxml command
3-247

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Module 4
Implementation
Overview
In many organizations, the voice-mail deployment follows the distributed messaging model
with multiple single-site messaging systems. With multiple voice-mail systems, each
messaging system controls local voice-mail access and communicates with other systems across a messaging backbone that spans all locations. Voice Profile for Internet Mail (VPIM) is
one method for communicating between messaging systems. This module describes how to
implement voice-mail networking using VPIM.
Module Objectives
Upon completing this module, you will be able to implement voice-mail networking usinj
VPIM. This ability includes being able to meet these objectives:
Describe the features and characteristics of VPIM
Describe how to implement VPIM in Cisco Unity Connection
Describe how to implement VPIM in Cisco Unity Express
4-2
Lesson 1
Understanding VPIM
Overview
This lesson provides an overview of Voice Profile for Internet Mail (VPIM) networking. Topics include how voice messaging systems arc networked together and VPIM features and
characteristics.
Objectives
Upon completing this lesson, you will be able to describe the features and characteristics of
VPIM. This ability includes being able to meet these objectives: Describe how voice messaging systems are networked together Describe the advantages of VPIM Networking between different voice messaging systems
Voice Messaging Network Options

This topic describes how voice messaging systemsare networked together.
Messaging among multiple Cisco Unity Connection servers

Users can send messages to subscribers on other networked servers (by name or extension) Example: Use the IP phone to forward fax and email messages to any subscriber in the organization.
Cisco Unity
Connection
Cisco Unity
Connection
4
.*&'-.. J
Subscriber
*i>
Cisco Unif|ed
Communications
Manager
Communications
Manager
Cisco Unified
^((SsL j
"^^^0*
Subscriber
With digital networking, the messaging systemsare networked together to present a single
messaging system to both inside and outside users.
Digital networking allows messaging amongmultiple Cisco Unity or Cisco Unity Connection servers. Digitally networked Cisco Unity Connection systems automatically exchange directory information. Therefore, a user on one Cisco UnityConnection system can dial out to or address messages to a user on any other system by name or extension, if the target user is reachable in the search scopeof the originating user. The networked systems function as though they sharea singledirectory. Users do not need to know where anotheruser is located; they need only the
name or extension number to address a message to any user or system distribution list in the
directory.
Simple Mail Transfer Protocol (SMTP)transport is used for bothdirectory replication and
message transfer.
Lip to 10 nodes (single or active active pair) can be connected together in a digital network system, Cisco Unity Connection can integrate with a corporate directory, such as Microsoft Active Directory, to synchronize users and use digital networking simultaneously. In this
configuration, each Cisco UnityConnection serveror server pair will be able to synchroni/.e up
to 20,000 users from the corporate directory.
Subscribers use the same Cisco Unity Connection tools for messaging with subscribers on other networked Cisco Unity Connection servers that they use for messaging with subscribers on the same server. If your organization also has the fax-mail and text-to-speech email feature-,, subscribers can use the phone to forward fax and email messages to any subscriber in the
organization.
In a digital network, each Cisco Unity Connection object is created and homed on a single Cisco Unity Connection system that is known as a Cisco Unity Connection location. An object can only be modified or deleted on the Cisco Unity Connection system where it was created.
Integrating Cisco Unified Communications Applications (CAPPS) v8 0 2010 Cisco Systems, Inc
Eachlocation has its own directory of users andotherobjects, and replicates a subset of these
objects and their properties to other locations.
The following objects arereplicated in a Cisco Unity Connection digital network:

Users
Contacts (system and VPIM)
System distribution lists (including membership)

Locations (Cisco Unity Connection and VPIM)
Partitions
Search spaces
Recorded voice names
4-5
Cisco Unity Connection Site 0 rerview

This section describes an overview of e Cisco Unity Connection site feature.
Cisco Unity Connection ser

intrasite links to form Cisco
rs can be networked together using

lily Connection sites. tworking synchronization information and
Dther location via SMTP.
Previously called digital Locations exchange directo messages directly with evet Maximum 10 Cisco Unity C
Connection site.
nection servers per Cisco Unity

e location.
rasrte Link
A Cluster pair counts as
Each Cisco Unity Connection server h, a maximum number of subscribers that it can serve.
When the voice messaging needs of an -ganization require more than oneCisco Unity Connection server, the servers can be r worked together to form Cisco Unity Connection sites.
Note
The Cisco Unity Connection s

Connection version 7.
conceptwas known as a digital network inCisco Unity
Administrators can join two or more O

maximum of 10) to form u well-connet
o Unity Connection servers or clusters (up to a d network, referred to as a Cisco Unity Connection
are referred to as locations.
site. The servers that are joined to the s

When a Cisco Unity Connection ciuste
cluster counts as one location in the siti Within a site, each location uses SMTP
Cisco Unity Connection server pair) is configured, the
i exchange directory synchronization information and messages directly with every other Ioce m. Each location is said to be linked to every other
location in the site via an intrasite link.
Administrators can join version 7 loeat is and version 8 locations in the same Cisco Unity Connection site (intrasite links), as ions s they do not link the site to any other site (intersite links require that each Cisco Unity Cor :ction location be at version 8).
The Cisco Unity Connection site is a C communicate across multiple servers.
:o Unity Connection feature that allows subscribers to
The following is an example:

Subscribers, who arc associated wi messages with subscribers who are
one Cisco Unity Connection server, can exchange isociated with other Cisco Unity Connection servers.
Integrating Cisco Unified Communications Applicalions
APPS) v8.0
Thesame toolsare used to send voice messages to subscribers who arc associated with
other Cisco Unity Connection servers; for example, the Messages button on IP phones ("To
send a message, press 2").
After listening tomessages, subscribers can reply tomessages that were sent from
subscribers on other Cisco Unity Connection servers.
When a subscriber addresses a message, Cisco Unity Connection searches for a matching extension on the local Cisco Unity Connection server first. Ifa match is found, Cisco Unity
Connection ends the searchand never looks for a matching extension at anotherlocation.
Note Additionally, if required, twoCiscoUnity Connection sites can be joinedto supporta
maximum of 20 nodes for businesses that need more than 10 nodes.
Cisco Unity Connection can support up to 100,000 users orcontacts in adigital network. For organizations with up to500 users, Cisco Unity Connection isavailable as a single-server
solution with Cisco Unified Communications Manager Business Edition.
Voice Profile for Internet Mail Imple menta lion
4-7
Intersite Links
This section describes intersite links.
Cisco Unity Connection sites canbe linked to other Cisco Unity

Connection sites using an intersite link,
Asingle location from each site acts as a gateway to the other site.
Onlyone intersite link is supported per site
Increases network capacity to maximum 20 Cisco Unity

Connection servers
Intrasite Link
Gateway
Gateway
Note
Administrators can use an intersite link to connectone CiscoUnity Connection site to

another Cisco Unity Connection site, allowing for an increase from a maximum of 10
locations to a maximum of 20.
Alternately, use an intersite link to connect a Cisco Unity Connection version 8 server or site to a Cisco Unity server or Cisco Unity digital network.
1he linked sites are referred to asa Cisco Voicemail Organization.
Only one intersite link is supported per site. So. you can link a single Cisco Unity Connection site to a single Cisco Unity site, ora single Cisco Unity Connection site to another Cisco Unity
Connection site.
lo create an intersite link, select a single location from each site lo actasa gateway to the other
site. All directory synchronization communications pass between the two site gateways, thereby
limiting the connectivity requirements and bandwidth usage lo the link between those two sitegateway locations.
When linking two Cisco Unity Connection sites with an intersite link, the gateway for each site isresponsible for collecting information about al! changes to the local site directory, and for polling the remote site gateway periodically to obtain information about updates to the remote site director,'. The gateways use the HTTP or HTTPS protocol lo exchange directory
synchronization updates.
Each site gateway is also responsible for transmitting messages that are addressed torecipients
at the remote siteand forreceiving messages that arc addressed to recipients in its own site.
Intersite messages are transmitted and received via SMTP,
4-8
When using aCisco Unity Connection cluster as asite gateway, only the publisher server in the cluster participates in directory synchronization over the intersite link. However, the subscriber
server continues to provide message exchange over the intersite link ifthe publisher server is
down.
f2010 Cisco Systems, Inc.
Voice Profile for Internet Mail Impiementalion
4-9
VPIM Networking
This section describes VPIM networking.
Each VPIM server is defined as a location.
Adelivery location provides unique directory numbers across multiple servers using email addressing: localDN@Location. Different locations can use overlapping directory numbers.
Pans
Location
Cisco Unity
Connection
Cisco Unity
Express
13 r
1000
Cisco Unified
Manager
Communications
Manager Express
1000
VPIM Networking is another method for exchanging messages between voice-mail sewers VPIM is defined in RFC 3801. Voice Profilefor Internet Mail version 2 (VPlMv2). This method allows for \oice-mail messaging between any supporting servers as follows:
Cisco Unity
Cisco L'nity Connection Cisco Unity Express Third-party
mail server needs to exchange messages with other VPIM-compliant voice messaginc systems.
AVPIM delivery location contains the SMTP domain name ofthe system on the TCP IP network that processes messages for the remote voice messaging system.
VPIM Networking uses locations. Delivery locations contain the information that the voice-
The VPIM address is in the same format as atypical SMTP email address: loealpartto hostpart.
The right-hand side ofthe address is the domain name ofthe system on the TCP/IP network that processes messages. The left-hand side ofthe address is aunique identifier for the user.
Typically, the left-hand side is the subscriber mailbox number orthe mailbox number with a
prefix,
Different locations can use overlapping directory numbers. For example, IOOO(jParis and
lOOOfaDallas are separate addresses.
Usually, messaging between Cisco Unity subscribers and individuals on aVPIM-compliant

voice messaging system isthe same as messaging among Cisco Unity subscribers as follows;
Messages that are marked as urgent when they are sent arc marked as urgent when they are
retrieved by the recipient.
4-10
Messages that are marked as private when they are sent are marked as private when they
are retrieved by the recipient.
Subscribers can send messages toCisco Unity distribution lists that include VPIM
subscribers.
Subscribers can send fax messages, iffaxes are supported by the remote voice messaging
system.
Note the following exceptions:
Email messages without avoice attachment cannot be sent to VPIM recipients even though Cisco Unity Connection ViewMail allows subscribers to address email messages to them. Instead ofbeing delivered, email messages that are sent to VPIM recipients are returned to
the sender as nondelivery receipt (NDRs).
When replying to VPIM messages in ViewMail, ifsubscribers want to send text in the reply, they must enclose the text in atext file attachment. Whether the recipient receives
the text attachment depends onthe capabilities ofthe remote voice messaging system.
Messages that are marked as low importance in ViewMail are treated the same as regular
messages.
Messages that are sent toCisco Unity distribution lists from subscribers on the remote voice messaging system are not delivered, and an NDR isreturned to the sender. Incoming VPIM messages to Cisco Unity are delivered to subscriber mailboxes only, and cannot be
delivered to publicdistribution lists.
Incoming messages must be addressed to the primary extension ofthe subscriber. Messages
that arc addressed to an alternate extension will not be delivered.
4-11
VPIM Networking Overview

This section describes an overview of VPIM Networking.
Vr iU\ ph;iwuf hiiH| Overview
VPIM allows server-to-server message exchange:

: Amessage created on one system is sent to another Uses SMTP to transport messages over TCP/IP
- Voice mail, vCard, and spoken name are sent as MIME types - Nondelivery records are generated if themessage is
undeliverable after 6 hours
' Delayed delivery records are generated if a message is not

delivered in one hour
- Standards-based for interoperability (RFC 3801)

Support for third-party VPIM systems
VPIM gateways translate to non-VPIM environments
VPIM allows messaging with other voice messaging systems that support the VPIM protocol. VPIM allows different voice messaging systems to exchange voice, text, and fax messages over the Internet or any TCP IP network. VPIM is based on SMTP and the Multipurpose Internet
Mail Extension (MIME) protocol.
directories and between Cisco Unity with Exchange and Cisco Unity with Domino. VPIM Networking can also be used for messaging between Cisco Unity and Cisco Unity Express, and
between Cisco Unity and Cisco Unity Connection systems. VPIM messages contain a vCard. The vCard contains phone number, text name, and email address parameters. For more information on vCard, refer toRFC 2426, vCard MIME
DirectoryProfile.
VPIM Networking can be used for messaging between Cisco Unity servers that access different
NDRs are generated ifthe message is undeliverable after 6hours. Delayed delivery records are
generated if a message is not delivered in 1 hour.
AVPIM gateway can be used to translate between dissimilar environments. Both "on-ramps" (gateways that connect from another voice-mail networking protocol to VPIM) and "off-ramps"
(gateways that connect from VPIM to another voice mail networking protocol) are defined, for connecting different voice messaging systems together.
Cisco support policy is that customers can use VPIM Networking to exchange voice messages
between Cisco Unity and a third-party voice messaging system ifthe third-party system
See trieOpen Group (opengroup.org) VPIM website forconformance statements.
complies with the VPIM version 2 specification RF 3801.

Note
Inlegraling Cisco Unified Communications Applications (CAPPS) v80
2010 Cisco Systems.
Comparison
The following is acomparison of Cisco Unity Connection sites and VPIM Networking.
Comparison
The table shows a comparison of Cisco Unity Connection
sites and VPIM Networking.
Cises y fji Cormectiort Sites

Not a separate license licensed separately
No issues with overlapping directory numbers
Location based
Overlapping directory numbers can be problematic

Location based
Scales to 20 locations
Scalable. Use with Cisco Unified
Messaging Gateway for large deployments (1000 locations)
Same system networking:All Cisco Third-party support. Use to connect UnityConnection systems; intersite dissimilar systems
link available to Cisco Untlyor digital networking
The table shows a comparison ofCisco Unity Connection sites and VPIM Networking.
Although both the VPIM and Cisco Unity Connection sites provide asignificant increase in the
maximum number ofsupported users, Cisco Unity Connection sites also provide additional
server discovery and directory synchronization functionality.
VPIM networks may optionally use a Cisco Unified Messaging Gateway for increased scalability. The Cisco Unified Messaging Gateway delivers an end-to-end Cisco Unified
Communications Solution that offers excellent businessbenefitsby takingcomplete advantage
ofvarious products, including Cisco Unity Express, Cisco Unity Connection, Cisco Unity,
Cisco Unified Communications Manager, and Cisco Unified Communications Manager
Express applications. The addition ofthe Cisco Unified Messaging Gateway to these applications can enable the voice messaging network to scale up to 500,000 subscribers or 1000
messaging systemsper messaging gateway.
Multiple license files can be installed on aCisco Unity Connection server. Each installed
enable the features that are required by the customer.
license file may enable one or more features. All ofthe installed license files that are combined
Ifthe LicVPIMIsLicensed parameter ispresent inany ofthe installed license files (the License Usage report shows a value of"Yes"), VPIM Networking isallowed. The Cisco Unity Connection sites feature isenabled on every Cisco Unity Connection server.
There are no additional licenses that are needed to set up Cisco UnityConnection sites.
4-13
VPIM Networking
This topic describes VPIM Networking features and characteristics.
Each site is assigned a numeric focation ID.
When addressing a voice-mail message, the caller uses the

combination of the location ID and subscriber extension.
VPIM sends thevoice-mail message as an email (MIME). Example: User Fred sends a voice mail to extension 1000 by
pressing the Messages button, selecting option 2 to send a message, and entering the destination number 4081000 (or
uses spell-by-name).
Location ID !23
CiscoUnity
Connection
Cisco Unity
Express
Location ID 408
User Fred Extension 2000

1000
VPIM resolves difficulties in transporting messages between disparate voice-mail systems as it

supports multimedia messaging with MIME for email,
of text. MIME allows multiple pieces of different data to be sent in one message; for example, a
picture, a sound file, and a document.
MIME extends the original capabilities ofInternet email. Originally, emails could only consist
1he MIME message structure defines content types to give the recipient information about the
data formats contained in the message. The recipient can manage different parts ofthe message according to the application requirements. The MIME content types are also ofimportance outside ofemail: for example, when using VPIM to transfer voice-mail messages. In VPIM Networking, each site is assigned aunique numeric location ID. In the example, the Cisco Unity Connection site is assigned location ID 123, and the Cisco Unity Express site is
assigned location ID 408.
When addressing a voice-mail message, the caller uses the combination ofthe location ID and
subscriber extension, VPIM sends the voice-mail message as an email attachment using MIME.
Example
User Fred sends avoice mail to extension 1000 (in location 408) by pressing the Messages
408, extension 1000) can be entered (on IP phones, press ## to change enter the destination by
number). The caller will hear a prompt indicating that the destination is location 408 and the
extension is 1000: press i> to confirm.
button, selecting option 2 to send a message, and entering the destination. The destination can be entered by using the spell-by-name feature, orthe destination number 4081000 (location
Integrating Cisco Unified Communicalions Applications (CAPPS| v80
)20t0 Cisco Systems, Inc
The same procedure is used to send amessage to Fred from another location: Press the Messages button. Select option 2to send amessage and enter the destination (spell-by-name or
destination number). The destination number for Fred is 1232000 (location 123, extension
2000.
Voice Profile for Internet Mai! Implementation
4-15
Directory Entries
Each location in aCisco Unity Connection site has its own directory ofusers and other objects
that were created on the location andarc saidto be homed" on that location.
Directory entries are used to provide spell-by-name and

spoken-name confirmation. Entries are added to the
directory as follows:
Static entries in the directory
Local users are automatically inthe directory Remote users are manuallydefined * Dynamic entries in the directory Remote users may be learned and stored in circular Least
Recent User (LRU) cache * No entry in directory
Blind addressing may be used
Each location in aCisco Unity Connection site or Cisco Voicemail Organization has its own
directory of users and other objects that were created on the location and are said to be
-homed" on that location. The collection ofobjects and object properties that are replicated among locations and sites is referred to as the global directory (for example, first name, last
name, display name, alternate names, and so on).
Within a Cisco Unity Connection site, each location replicates directory properties. In most
cases, the replicated directory objects can beused justas the administrator would use local
objects.
Cisco Unity Connection site, with the following exceptions:

System contacts are not replicated between sites.
Properties are replicated between two Cisco Unity Connection sites as they are within asingle
For each site, the administrator can choose whether tosynchronize all system distribution
lists that arehomed onthe remote site. Also, for each individual list, the administrator can
choose whetherthe list is offered for replication to the remote site.
System distribution list membership is not replicated between sites. VPIM locations (and contacts) are not replicated between sites.
Directory entries are used to provide spell-by-name and spoken-name confirmation. Entries arcadded to the directory as follows: Static entries in the directory
Users that are configured in the local Cisco Unity Connection system are
automatically in the directory.
Remote users on a remote Cisco Unity Connection system are manually defined.
4-16
u Dynamic entriesin the directory
Remote users may be automatically learned and stored incircular Least Recently Used (LRU) cache. Cisco Unity Connection can cache the text name, spoken name, and phone
number of the userwhen a remote useris notstatically configured. Thisprocedure allows
dial-by-name functionality for subsequent remote messages after the remote user has been
sent a'singlc message. There is no entry in the directory. Blind addressing may be used to
send messages to destinations notlisted in thedirectory.
The Cisco Unity Connection global directory (the entire collection oflocal and replicated objects) is subject to certain size limits. The same limits apply to asingle Cisco Unity
Connection site and to a Cisco Voicemail Organization of linked sites (regardless of whether a Connection site is linked to another Cisco Unity Connection siteor to a CiscoUnity site).
In a Cisco Voicemail Organization, exceeding the limits affects the ability tolink sites together. Exceeding the limits also affects the ability to replicate additional directory objects across the
intersite linkwhen the siteshave been linked. In Cisco Unity Connection version 8, there are
separate limits on the number ofusers and contacts and on the number ofsystem distribution
lists.
In Cisco Unity Connection version 8, the limit ofthe combined total number ofusers and
system contacts is 100,000. System contacts include both contacts that are associated with a
VPIM location and contacts that are not associated with a VPIM location.
Remote Users
This section describes remote users.
Administrator configures remote users
Destination is known before sending a message

Administrator may record the spoken name for a remote user
through the TUI
If trie spoken name issent by the remote system in a VPIM message, the
spoken name is updated with the spoken name that was sent. Ifno spoken name is sent or recorded, then the location and extension
number are used for confirmations and announcements.
Subscriber tbloggs
E*lensiwi 1001
Subscriber jjone
Extension 2001
From:1001@paris.cisco.com
Paris
To 2001@rJalas.cisco.com Spoken Nameoffbbggs (Optional) vCard of fbloggs (Optional)
Dallas
Remote users are referred to ascontacts inCisco Unity Connection administration. When the
remote user destination is known, the administrator can configure the remote user by navigatina
in Cisco Unity Connection to Contacts > Contacts window.
Messages that are sent tothe remote user will contain the following data: The local administrator may record the spoken name for a remote user through the
telephony User Interface (TUI). When used, the spoken name is contained in the MIME
message that is sent to the remote user.
Ifthe spoken name is sent in the VPIM message by the remote system, the spoken name i.s
updated with the spoken name that was sent.
If no spoken name is sent or recorded, the location and extension number arcused for confirmations and announcements that are played.
The example illustrates avoice-mail message that is sent from subscriber tbloggs at extension 1000 in Pans, to subscriber jjones at extension 2001 in Dallas. The vCard and spoken name artoptional. The message contains the following fields;
From: 10011apans.cisco.com
To:2001f dallas.cisco.com
Spoken-Name of fbloggs (Optional)

vCard of fbloggs (Optional)
18
Blind Addressing Blind addressing is one ofthe methods for addressing VPIM messages to users of another voice
messaging system.
Blind Addressing
Blind addressing is used when no entry exists in the LRU cache
and no remote user for the destination has been defined.
- Blind addressing requires the use ofthe location ID and

extension number to address the message.
Whensending messages, the location and extension number

are used for confirmation.
Spell-by-name is notavailable because the destination user is

unknown to the system.
Messages received will have no spoken name andwill state the location ID or spoken location (ifan administrator has recorded it) and extension number from which the message was received. The validity ofthe destination is not known before sending the
message.
> Ifthe destination extension is not valid, a nondelivery record will

be returned to the sender after 6 hours.
Blind addressing allows the VPIM server toaddress messages without having specific information about the recipients on the remote voice messaging system (such astheir names
and mailbox numbers). Blind addressing is supported by the VPIM voice-mail system,
including the following:
CiscoUnity

Cisco Unity Express
When blind addressing amessage, subscribers dial anumber that ismade up ofthe delivery
location Dial ID and the mailbox number ofthe recipient. Before addressing themessage, the
VPIM server parses the number that the subscriber enters and searches for amatching delivery
location. If theVPIM server doesnot find a matching location, it reports the errorto the sender and does not address themessage. Ifa matching delivery location is found, theVPIM server
addresses the message without verifying that the remote mailbox number exists. Cisco UnityConnection does provide voice name confirmation that the delivery location exists before addressing the message (assuming that avoice name was recorded for the delivery location).
Thefollowing information is required for eachdelivery location:
Dial ID: Aunique number that identifies the location toCisco Unity Connection. This
number is the number thatsubscribers dial when blindaddressing messages to individuals
who use the remote voice messaging system.
SMTP Domain Name: The Internet-addressable SMTP domain name that is used to
construct addresses for individuals whouse the voice messaging system thatcorresponds to
the delivery location.
4-19
Cisco Unity Connection provides the following ways to address messages to individuals on a
remote voice messaging system:
Cisco Unity Connection directory: When the List in Directory check box is checked for VPIM contacts, the Cisco Unity Connection directory has the names and extensions for the name ofthe recipient. Note that spoken name confirmation isavailable when a recorded name exists for the VPIM contact. Ifthe contact does not have a recorded name. Cisco Unity Connection uses Text toSpeech toplay the display name ofthecontact.
VPIM contacts. Users can address messages to VPIM contacts in the same way that they address messages to regular Cisco Unity Connection usersby extension or by spelling the
Blind addressing: Blind addressing allows users to send messages to recipients at the
VPIM location even ifthe recipients are not defined as contacts in the Cisco Unity
Connection directory.
Distribution lists: Users can address messages to a private or system distribution list that includes VPIM contacts so that the VPIM contact receives the message.
Blind addressing allows users tosend messages torecipients atthe VPIM location even ifthe
recipients are not defined as contacts in the Cisco Unity Connection directory. The call flow for
blind addressing can be summarized as follows:
The local user. Larry, wishes to send a message to a remote user, Rachel.
Rachel is not defined as acontact in the local Cisco Unity Connection system. Spell-by
name is not available because the destination user is unknown to the system.
Larry specifies the destination number for Rachel by entering the location ID and extension
number, to address the message. Larry can also specify the destination by saying the digits ofthe mailbox number and the display name ofthe VPIM location; for example, -two zero
zero one at Paris'"
The local Cisco Unity Connection system searches for the location. Ifblind addressing is
enabled for the remote VPIM location, the message issent. The validity ofthe destination
is notknown before sending the message.
Itthe destination extension isnot valid atthe remote location, an NDR will be returned to
the sender after 6 hours.
4-20
VPIM Compatibility
This section describes Voice Profile for Internet Mail (VPIM) compatibility.
VPIM Compatibility
VPIM network integration support matrix using CiscoUnified
Messaging Gateways
P-r*
Cisco Unity CiscoUnity

Connection
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Cisco Unity
Express Third-party (Avaya
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Interchange)
VPIMv2 permits voice-mail message networking between voice-mail systems that are not
colocated onthe same router or server. The voice-mail systems can reside on Cisco Unified
Communications Manager or Cisco Unified Communications Manager Express call control platforms. Supported networked voice-mail configurations include the following:

Cisco Unity Express to Cisco Unity Express Cisco Unity Express to Cisco Unity
Cisco Unity to Cisco Unity Express
To third-party voice messaging systems
Voice-mail systems can also be connected via acentralized Cisco Unified Messaging Gateway. The Cisco Unified Messaging Gateway supports Cisco Unity Express version 3.1, Cisco Unity
version 7.0, and Cisco Unity Connection version 7.0.
Cisco support policy isthat customers can use VPIM Networking toexchange voice messages
between Cisco Unity and a third-party voice messaging system if the third-party system complies withthe VPIM version 2 specification.
Note
VPIM is defined in RFC 3801, VoiceProfile forInternet Mail version 2 (VPIMv2).
4-21
Summary
Digital networking can be used to link voice-mail servers across the network. Both Cisco Unity and Cisco Unity Connection support digital networking. Intersite links can be
used to join Cisco Unity Connection sites to other Cisco Unity Connection sites, Cisco Unity or digital networking.
VPIM supports networking between different voice-mail servers, including third-parties. VPIM supports the
configuration of remote users as well as blind addressing

where the validity of the destination is not known before sending the message.
This lesson described the concept and features ofVPIM version 2networking for
systems.
References
or additional information, refer to these resources:
Rl-C 3801, I'ok-e Profile for Interne! Mail version 2 (VPIMv2).
I Cisco Unified Messaging Gateway Introduction (End-to-End Voice Messaging) at:

http: uuu.ci>co.a>m en US products ps8605 i System Administration Guide for Cisco Unity Connection Release 8.xat:
hup: wwu.cifco.com en US dues vonc_ ip comm.a>ii!ieetion/K\.administration guide X\,

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4-22
Lesson 2

Overview
This lesson describes how to implement Voice Profile for Internet Mail (VPIM) in Cisco Unity Connection. Topics such as configuring remote locations and users will be covered.
Objectives
Upon completing this lesson, you will be able to describe how to implement VPIM in Cisco
Unity Connection. This ability includes being able tomeet these objectives:
Desenbe the connection locations and VPIM locations in CiscoUnity Connection
Describe the SMTP setup for VPIM in CiscoUnity Connection
Describe how to import remote users into Cisco Unity Connection automatically

This topic describes how to implement VPIM in Cisco Unity Connection.
KocommentJations
Before setting up Cisco Unity Connection for VPIM Networking

be sure to plan: * Review the numbering planstrategy, Determine whether E.164 prefixes are required for the VPIM locations - Assign unique Dial IDs (location IDs). Use a different number range for Dial IDs than for extensions
Establish a fixed length for Dial IDs and, if possible, a fixed length for
extensions.
- Assign Dial IDs that have at leastthree digits.

Use area codes if possible.
- Example: Branch with area code 408 is assigned Dial ID 408.

Branch extension 1000 is indentified as 4081000.
Same extension number 1000in a different branch (Dial ID 303)

is indentified as 3031000.
Be sure to plan before setting up Cisco Unity Connection for VPIM Networking:
Review the existing numbering plan strategy.
Determine whether E.I64 prefixes are required for the VPIM locations. The phone prefix is
optional, but must match the remote VPIM configuration. For example, the remote location
may be configured with aprefix for direct inward dialing (DID), so the local configuration
should match the prefix.
Assign unique Dial IDs (location IDs) to each VPIM location. Usea different number
range for Dial IDs than for extensions.
Ifpossible, establish a fixed length for Dial IDs and a fixed length for extensions.
Assign Dial IDs that have at least three digits. Donot use Dial IDs that conflict with
extensions.
In some cases, the simplest solution is lo use the telephone area code as the Dial ID; for
example, a branch with area code 408 may be assigned a Dial IDof 408. The branch extension
1000 is then indentified as 4081000 (Dial ID +extension). Abranch with area code 303 may be
assigned a Dial ID of303. The branch extension 1000 is then indentified as 3031000 (Dial ID extension!,
VPIM Configuration
This section describes the Cisco Unity Connection VPIM configuration requirements.
VPIM Configuration
Add a new VPIM network location: Define a Display Name for the location. Configure the location Dial ID. Specify the location SMTP domain. Specify the remote IP address. Configure the remote phone prefix.
Modify SMTPserver parameters (optional)

Smart Host
Add remote users:
Manually add contacts Enable Automatic Contact Creation per location
To configure Cisco Unity Connection for VPIM Networking, perform the following steps:
Add a new VPIM network location:
Define a Display Name for the location. Configure the location Dial ID.
Specify the location Simple Mail Transfer Protocol (SMTP) domain.

Specifythe remoteIP address.
Configure the remote phone prefix.

Add remote users:
Manually add contacts. Enable Automatic Contact Creation per location.
Modify SMTPserver parameters (optional)
Network Locations
This section describes how to add new VPIM locations in Cisco Unity Connection.
Create VPIM locations
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Create a\'PIM location on Cisco Unity Connection for each remote voice messaging system to which users send messages. In Cisco Unity Connection Administration, expand Networking
then click VPIM and click Add New.
The New VPIM Location window contains the following fields:

Display Name: Lnter a descriptive name for the location.
Dial ID: Enter the Dial ID (dual tone multifrequency [DTMF] Access ID) that identifies
the location for Cisco Unity Connection.
Partition: Select the partition to which the object belongs.
Search Scope: Select a search space to use as the search scope for the VPIM location.
SMTP Domain Name: Enter the SMTP domain name ofthe remote voice messaging
system. Cisco Unity Connection uses this domain name when formatting VPIM addresses
for users at this VPIM location. For example, an outgoing VPIM message lo Terry
Campbell with the remote mailbox ID 2233 would be addressed to

2233fa smtpdomainname.
IP Address: Fitter the IP address ofthe remote voice messaging system. Cisco Unity Connection allows SMTP connections from this address to accept incoming VPIM
messages, and can connect to this address to deliver outgoing VPIM messages for this
deliver outgoing messages for this location by checking the Route to this Location Through
SMTP Smart Host check box on the Edit VPIM Location page for this location.) Ifthe
remote voice messaging system is a Cisco Unity server, enter the IP address ofthe
location. (Alternatively, you can configure Cisco Unity Connection touse a smart host to
Microsoft Exchange Server with which Cisco Unity Connection initiates an SMTP
connection to deliver outgoing messages to Cisco Ihiity. Ifadifferent Exchange Server initiates SMTP connections to Cisco Unity Co .,m-n to deliver incoming messages, you
must manually add the IPaddress ofthe initiating server tothe IP Address Aecesslistso
4-26 Integrating Cisco Unified Communications Applications (CAPPS! v80
that Cisco Unity Connection will accept the connection. (To do so, browse to System Settings >SMTP Configuration >Server, then select Edit >Search IP Address Access
List.) Alternatively, ifyou plan toconfigure Cisco Unity Connection touse a smart host to deliver outgoing messages toCisco Unity, enter the IP address ofthe initiating Exchange
Server in the IP Address field, thencheck the Route to this LocationThrough SMTP Smart Host check box on the Edit VPIM Location page for this location. Recorded Name: Select Play/Record to record a name for theVPIM contact.
Remote phone prefix: Ifneeded toaccommodate the numbering plan, orif there is more
than one VPIM location with the same domain name, enter a number that is inserted before
the recipient extension (for outgoing messages) or that isremoved from the recipient
extension (for incoming messages).
Cisco Connection Phone Prefix: If needed to accommodate the numbering plan,enter a number thatis inserted before theCiscoUnity Connection userextension (for outgoing
messages) orthat isremoved from the Cisco Unity Connection user extension (for
incoming messages).
Enable AGC: Check this check box so that CiscoUnity Connection automatically adjusts
the recording volume of voice messages to match the setting ofthe Automatic Gain Control (AGC) target decibels field on the System Settings >General Configuration page. This
check box not checked by default.
Incoming Messages
Select an option for converting the audio format ofmessages that arrive from the remote voice
messaging system:
Do Not Convert Incoming Messages: Cisco Unity Connection does not transcode the
audio format.
System Codec: Cisco Unity Connection transcodes the audio format tothe codec that is used for recording messages. To see this setting, expand System Settings, then select General Configuration; the system codec is inthe Recording Format field.
Outbound Messages
Select an option for converting the audio format ofmessages that are sent to the remote voice
messaging system:
Do Not Convert Incoming Messages: Cisco Unity Connection does nottranscode the audio format. It is recommended thatyouuse this setting when theremote voice messaging system is CiscoUnity Connection or Cisco Unity. G.726: Cisco Unity Connection transcodes the audio fonnat to the G.726 codec. Typically, this setting isused when the remote voice messaging system isnot Cisco Unity Connection
or Cisco Unity.
Message Settings Additional VPIM message settings canbe enabled perlocation. Message settings are as
follows:
Sender's RecordedName: Check this check box to have Cisco UnityConnection include the recorded name ofthe sender in outgoing messages to thislocation. Default setting:
cheek box not checked.
Enable Outgoing Secure Messages: Check this check box so that messages marked as
secure are sent to the VPIM location. Uncheck this check box so that messages marked as
4-27
secure are not sent to the VPIM location. (The sender receives a nondelivery receipt
[NDR].) Default setting: check box not checked.
Enable Outgoing Private Messages: Check this check box so that messages marked as
private (messages that cannot be forwarded) aresent to the VPIM location. Uncheck this
check box so that messages marked as private are not sent tothe VPIM location. (The
sender receives an NDR.) Default setting: check box not checked.
Allow Blind Addressing: Check this check box to allow users to address messages to
recipients at this location by entering a number that is made up ofthe VPIM location extension and the mailbox number ofthe recipient. Blind addressing allows users to send messages to recipients at the VPIM location even if the recipients are not defined as
contacts in the Cisco Unity Connection directory. Uncheck this check box so that userscan
send messages only to contacts that are defined for this location in the Cisco Unity
Connection directory. Defaultsetting: check box not checked.
Remove Subject in Outgoing Messages: Check this check box to have Cisco Unity Connection remove the message subject line from a message before sending it tothis
location. Uncheck this check box to have Cisco Unity Connection include the message
subject when sending messages to this location. Default setting: check box not checked.
Remove Text in Outgoing Messages: Check this check box to have Cisco Unity Connection remo\c all message body text and text attachments before sending messages to this location. Uncheck this check box to have Cisco Unity Connection include any message body text and text attachments when sending messages to this location. Default setting:
check box not checked.
Remo\e Fax in Outgoing Messages: Check this check box to have Cisco Unity
Connection remove all fax attachments before sending messages tothis location. Uncheck
this check box to have Cisco Unity Connection include any fax attachments when sending
messages to this location. Default setting: check box not checked.
Remove Recorded Name from Incoming Messages: Check this check box to have
Cisco Unity Connection remove recorded names from incoming VPIM messages before delivering them to Cisco Unity Connection recipients. When an incoming VPIM message
is received from a sender with a recorded name, and the message also contains the recorded name ofthe sender, the Cisco Unity Connection recipient might hear the sender name twice: once from the sender information that isplayed in the message header, and once
again from the recorded name that is part ofthe message. When Remove Recorded Name
from Incoming Messages is enabled, the recorded name that is part ofthe message is removed and thus the recipient hears only the recorded name from the message header. When the check box is checked, recorded names in incoming VPIM messages will still be used for VPIM contact creation and updates, ifenabled. Default setting: check box not
checked.
Mark All Incoming Messages Secure: Check this check box to have Cisco Unity
Connection mark all incoming messages from this location as secure. Uncheck this check
box so that Cisco Unity Connection does not mark incoming messages from this location as
secure. Default setting: check box not checked.
Use Read Receipt Headers: Check this check box to have Cisco Unity Connection respond to read receipt requests from this location by sending a read receipt notification. (When checked. Cisco Unity Connection ignores delivery receipt requests from this
location.) The notification is an SMTP report with Content-Type: multipart-report; reporttype - disposition-notification, and a message part ofContent-Type: message/dispositionnotification that includes a Disposition: header with the appropriate value. Uncheck this
check box tohave Cisco Unity Connection respond todelivery receipt requests from this location by sending a delivery receipt notification. (When unchecked, Cisco Unity
4-28 Integrating Cisco Unified Communications Applications (CAPPS] v8 0 2010 Cisco Systems Inc
Connection ignores read receipt requests from this location.) The notification is an SMTP report with Content-Type: multipart-report; report-type =delivery-status, and amessage
ofdelivered. The actual event at which Cisco Unity Connection generates thereceipt is
part of Content-Type: message/delivery-status that includes an Action: header with avalue

controlled by the Use Read Receipt Timing setting. The Use Read Receipt Headers setting
the receipt.
only controls the type of request that Cisco Unity Connection responds to and the format of
Use Read Receipt Timing: Check this check box to have Cisco Unity Connection respond
toreturn receipt requests for a message at the time the recipient opens the message.
Uncheck thischeck box to have Cisco Unity Connection respond to return receipt requests
for amessage at the time the message is placed in the recipient mailbox. The type ofreturn receipt request (either aread receipt ordelivery receipt) that Cisco Unity Connection responds to and the format ofthe response are controlled by the Use Read Receipt Headers setting. The Use Read Receipt Timing setting only controls the event that triggers
Cisco Unity Connection to sendthenotification,
Routeto this RemoteLocation Through SMTP Smart Host: Check this check box when either ofthe following conditions exists: The remote voice messaging system is
outside the corporate firewall or another smart host SMTP server isused todeliver the
message to the remote voice messaging system. Configure the SMTP smart host on the Smart Host page. Navigate to System Settings >SMTP Configuration >Smart Host.
Push DirectoryAH VPIM Locations: Select this button toupdate the VPIM contacts on all remote voice messaging systems with new users and recorded names from the local
Cisco Unity Connection server.
Voice Profile for Internet Mail Implemenlation
4-29
Optional Location Configuration

This section describes additional VPIM location configuration options in Cisco Unity
Connection.
Configure optional settings per location for

remote users
fccarch VHHiscaooos
Et VPBI Laeaiion [Brandt CUE)
* sM VPIW locatioft
(BrantH CUE)
Networking > VPIM Specify Alternate

Names
Modify Remote phone

prefix
Messages rejected if wrong prefix configured

Optional automatic
Contact Creation
window
In Cisco Unity Connection, additional optional settings can be configured per Location. Alternate names arc different versions ofaname that listed in the corporate directory. Cisco Unity Connection considers these names when acaller uses voice recognition to place a
call.
The Remote phone prefix can be configured. This prefix must match the telephone numbers for
each location. Messages will be rejected ifthe wrong prefix is configured. In addition to manually creating, modifying, and deleting VPIM contacts, the administrator can
configure Cisco Unity Connection to automatically update records inthe VPIM contact
directory based on information that is contained in incoming VPIM messages.

In Cisco Unity Connection Administration, expand Networking, and then click VPIM,
Clickthe required VPIM Location, select Edit > Contact Creation.
4-30
Cisco Unity Connection SMTP Setup

This topic describes the Cisco Unity Connection SMTP Server configuration options.
Configure SMTP
Server
Define message and

connection limits
Configure security
Change SMTP
domain
[SMTP DomJrl'
- Restart service
The VPIM protocol isan industry standard that allows different voice messaging systems to exchange voice and text messages over the Internet orany TCP/IP network. VPIM isbased on the SMTP and the Multipurpose Internet Mail Extension (MIME) protocols. The Cisco Unity
Connection SMTP Server is required to manage the VPIM messages.
The Cisco Unity Connection SMTP Server isconfigured atinstallation time and does not need tobe changed. Administrators can configure the Cisco Unity Connection SMTP Server options
as follows:
Define the following message and connection limits:

Limit Number of Simultaneous Client Connections
Limit Messages Accepted per SMTPSession

Limit Number of Recipients per Message Delivery Retry Timeout
Configure the following security options:

Allow Connections From Untrusted IP Addresses
Require Authentication From Untrusted IP Addresses

or Disabled.
Select Transport Layer Security From Untrusted IP Addresses option: Required, Optional, Next, change the SMTP domain. Go to the Cisco Unity Connection Serviceability Service Management window torestart Connection Conversation Manager after SMTP Domain changes. Click the Connection Conversation Manager Stop button. After the screen
refreshes, click Start.
4-31
SMTP Smart Host

This section describes the Cisco Unity Connection smart host feature.
cy
Optional smart host can beused toroute SMTP messages.

When a firewall prevents direct SMTP communication
Cisco Unity Connection relays all SMTP messages through

the smart host.
Voice mail, email, fax, or delivery receipts

Smart Host
User Fred
Block SMTP
1000
VPIM messages are sent directly between locations. A smart host can also be used to route SMTP messages. Cisco Unity Connection can route SMTP messages for VPIM locations orfor other digitally networked Cisco Unity Connection servers through the smart host. For example, use the smart SMTP host when a firewall prevents direct SMTP communication
with the remote voice messaging system:
Each VPIM location must be able to access the other locations directly through TCP IP port
25 (SMTP). Alternatively. SMTP messages can be routed among the servers throuuh an
SMTP smart host.
The smart host is a separate SMTP server that is used to deliver the messages to the remote voice messaging systems. The SMTP server can be any third-party server capable of routing SMTP messages. Typically, the SMTP server routes messages based on the domain
name.
1he administrator can configure Cisco Unity Connection to relay voice mail, email, fax, or
delivery receipt messages that it receives for aparticular user to an SMTP address through the
smart host. Cisco Unity Connection relays all SMTP notifications through the smart host. Navigate to the SMTP Configuration >Smart Host window and set the following parameter:
Smart Host: Lnter the IP address or fully qualified domain name ofthe SMTP smart host
through which Cisco Unity Connection relays SMTP messages, (Enter the fully qualified domain name ofthe server only ifa Domain Name System [DNS] is configured.)
4-32
Cisco Unity Connection Remote Users

This topic describes the configuration ofremote users in Cisco Unity Connection.
Remote Users
Remote users are
added as contacts
- Manually or automatically
Configure Contact
Basics
- Name fields and
Contact Template
Recorded Name can
be managed by
Administrator
1 Define Delivery
Location and VPIM
Remote Mailbox
Number
In Cisco Unity Connection, remote users are added as contacts either manually or
automatically.
When manually adding contacts, the administrator defines the Delivery Location and VPIM
Remote Mailbox Number for the new contact.
Perform the following steps to create a new contact:
In Cisco Unity Connection Administration, selectContacts > Contacts.

On the Search Contacts page, select Add New.
On the New Contact page, enter settings as applicable. Fields thataremarked with * (an
asterisk) are required.
Select Save.
On the Edit Contact Basics page, continue entering settings for the contact. SelectSave.
The Configure ContactBasicsfieldsare as follows:

Alias
First Name and Last Name
Display Name Contact Template
The administrator can manage the Recorded Name.
Playback
Record
2010 Cisco Syslems, Inc
Alternate Names
This section describes the Cisco Unity Connection alternate names feature.
enta
' Cisco Unity Connection

recognizes hundreds of
common shortened
names.
R Coman tmwks Ufunw)
' tat watte*
Bill in place of William
Specify alternate names

for individual contacts
Sales Manager
Alternate Name for
John Jones
Use alternate names to
add phonetic spellings of

hard-to-pronounce names
Additional optional settings can be configured for each contact. Navigate to Contact >Contact
and select the Edit menu option.
Alternate names are different versions ofaname that listed in the corporate directory. Cisco Unity Connection considers these names when acaller uses voice recognition or searches
by name to place a call.
E-or example, ifacaller asks Cisco Unity Connection to dial "Mary Jameson." which was the
maiden name of Mary Brown, Cisco Unity Connection references this infonnation and
connects the caller to Mary Brown.
In addition to recognizing alternate names when users and outside callers use voice recognition
to place a call. Cisco Unity Connection recognizes alternate names when callers and users use voice recognition to address voice messages. Alternate names can be created for users, VPIM contacts, administrator-defined contacts, system distribution lists, private lists, and user-defined
contacts.
While Cisco Unity Connection already recognizes hundreds ofcommon shortened names (Bill
inplace of William, for example), the administrator might want to add another version ofan
uncommon name, unusual nickname, or maidenname. The administrator couldalso use
alternate names to add phonetic spellings ofhard-to-pronounce names. For example, add
"Goolay" as an alternate name for the last name "Goulet."
4-34
integrating Cisco Unified Communications Applications (CAPPS) v8.0
Automatic Contact Creation

This section describes the Cisco Unity Connection automatic contact creation feature.
Automatic Contact Creation

Automatic VPIM contact creation for inbound messages
- Depends on settings and message content
By default, no automatic directory updatesoccurfor any

VPIM locations
When enabled, a new contact record is created if no existing

VPIM contact matches the information of the sender Acontact is created ifthe incoming VPIM message contains
the required information
- Phone number, domain name, text name, and recorded name (when required)
Optional automatic contactdeletion ifNDR is received for

messages sent to the contact Recipient does not exist
Cisco Unity Connection supports automatic contact creation. Automatic VPIM contact creation for inbound messages depends onthe configured location settings and the VPIM message content. By default, no automatic directory updates occur for any VPIM locations.
When enabled, a new contact record is created for aninbound message if noexisting VPIM
contactmatchesthe information ofthe sender. The new contactis createdif the incoming VPIM message contains the following required information:
Phone number
Domain name
Text name
Recorded name (when required)
Cisco Unity Connection can beconfigured for automatic contact deletion. Acontact will be
deleted if an NDR is received fora message thatis sentto the contact, which indicates that the
recipient does not exist.
4-35
Automatic Contact Configuration

This section describes how to configure automatic contact creation in Cisco IInitv Connectioi
Automatically create
contacts
A:r.<
SSI,
Dlrft-tnry Updji
m
irlate
,
I" ~ |
Select template Automatically delete

contacts
[ ah J t*y ."".I.: vnll.ti-^ |
Modify contact directory

Based on VPIM message contact
details
Define VPIM extension
mapping
incoming Phone
Number
Additional contact creation settings allow the administrator to specify how to map the parsed text name ofthe VPIM contact to a first name, last name, and display name, and how to map
the phone number to an extension.
Ifa VPIM message is received from asender on a VPIM location that is configured to allow
automatic VPIM contact modification, and an existing VPIM contact matches the sender information, the VPIM contact can be updated.
The administrator can choose whether VPIM contact information is updated each time that a
message isreceived from a VPIM contact, oronly when a message isreceived from a VPIM
contact whose text name haschanged since the directory entry was created.
1he administrator can also decide whether to allow an update tothe display name when a
modification is made.
Ifa message from a Cisco Unity Connection user loa VPIM contact results in an NDR, indicating that the message was undeliverable because the intended recipient does not exist
(SMTP 5.1.1). and if the VPIM location is configured to allow automatic VPIM contact
deletion, the VPIM contact is deleted.
Before configuring the VPIM location contact creation settings, consider the following: If you have prepopulated VPIM contacts with specific display names that should not be changed, but you want to allow automatic modification ofother fields in the contact record, you can choose to keep the Allow VPIM Contact Display Name Updates check box unchecked. In this case, the first name, last name, and spoken name ofa contact may be modified during anautomatic update. This modification may result ina mismatch if the
spoken name is updated and the display name is not.
When the Allow \ PIM Contacts Without Recorded Voice Names check box is not
checked, new VPIM contacts are not created for incoming messages thatdo notcontain an
Originator-Spoken-Namc attachment. In addition, if automatic modificationof VPIM
4-36
contacts is enabled, and if the sender ofan incoming message matches anexisting VPIM contact, the VPIM contact is deleted if the attachment is not present in the message.
When the Allow VPIM Contacts Without Recorded Voice Names check box is checked andautomatic modification of VPIM contacts is enabled, if the sender of an incoming
message that does not include an Originator-Spoken-Name attachment matches an existing

VPIM contact, the existing recorded name is deleted.
Ifthe phone number in an incoming message cannot be successfully mapped toan extension byusing the option that is selected for the Map VPIM Contact Extensions To
field, a VPIMcontact is not createdfor the sender.
After creating a new VPIM location, configure the settmgs that control automatic directory
updates for that specific VPIM location by using Cisco Unity Connection Administration.
InCisco Unity Connection Administration, expand Networking, then select VPIM
Locations and select Contact Creation.
On the Contact Creation page, check the Automatically Create VPIM Contacts check box to
enableautomatic creationof a VPIMcontactrecord for this location when a VPIMmessage arrives andthe sender does not already have a corresponding VPIM contact record.
Ifthe Automatically Create VPIM Contacts isconfigured ina Contact Template, select the
template on which to base theautomatically created contacts.
In the Automatically Modify VPIM Contact field, select one ofthe following toapply toVPIM
contacts for this location:
No Automatic Update of Contacts: The VPIM contact record is not updated with the sender information in a VPIM message when an incoming message has sender information
that is different than the sender information in the contact record.
Only When the Text Name Changes: The VPIM contact record is updated only when the text'name received inthe VPIM message does not match the name ofthe VPIM contact.
With Each VPIM Message: Every incoming VPIM message from a VPIM contact at this location results in an update to the corresponding VPIM contact record.
a VPIM contact for this location when a VPIM message is returnedas undeliverable.
Check the Automatically Delete VPIM Contact check box toenable automatic deletion of
Check the Allow VPIM Contact Display Name Updates check box to enable automatic
updates to the VPIM contact display name when an incoming message from this location has a display name for the sender that isdifferent than the display name inthe contact
record.
Check the Allow VPIM Contacts Without Recorded Voice Names check box to enable
automatic updates for this location torecords for VPIM contacts that do not have a
recorded name.
Inthe Mapping Text Names field, select one ofthe following options to indicate how text names in incoming messages from this location are mapped to the display names for
automatically created VPIM contact records:
Directly to VPIM Contact Display Names: The display names for VPIM contacts match
the corresponding text names.
Custom: Enter the rule that defines how text names are mapped to display names for VPIM contacts. You can enter the tokens <FN>, <LN>, or <TN> (respectively, first name,
last name, or textname) in any combination, along withany additional text. Always
2010 Cisco Systems, Inc Voice Profile for Internet Mail Implementation 4-37
precede <FN>, <I.N>, or <TN> with aspace, comma, or semicolon unless it appears at the beginning ofthe rule. In addition, always follow one ofthese tokens with aspace, comma, or semicolon unless it appears at the end ofthe rule. No additional characters are required
at the beginning or end of a rule.
In the Map VPI.M Contact Extensions To field, select one ofthe following settings to indicate how the phone number on incoming messages from this location is mapped to the extension for
automatically created VPIM contact records:
Phone Number: Extensions are the same as the phone numbers that arc parsed from
incoming VPIM messages.
Phone Number - Remote Phone Prefix: Extensions are formed by removing the remote
phone prefix from the beginning ofthe phone numbers.
Location Dial ID +Phone Number: Extensions are formed by adding the location Dial ID
in front ofthe phone numbers.
Location Dial ID +Phone Number - Remote Phone Prefix: Extensions are formed by removing the remote phone prefix from the beginning ofthe phone number, and adding the
location Dial ID in front ofthe resulting number.
Select Save.
On the VPIM Location menu, select Search VPIM Locations.
Note
Changes to the Map VPIM Contact Extensions setting on the Contact Creation page for a
VPIM location affect only VPIM contacts that are created after thesetting issaved. VPIM contacts that existed before theMap VPIM Contact Extensions setting ischanged are not automatically updated. The administrator must manually change theextension for each
previously existing VPIM contact for that VPIM location,
4-38
Integrating Cisco Unified Communicalions Applications (CAPPS) u8.0
Verify Automatic Contact Creation

This section describes how to verify automatic contact creation in Cisco Unity Connection.
Verify Automatic Contact Creafu

View automatically
created contacts
Modify or delete
individual contacts
Fred Bloggs has been automatically added with Alias VPIM_101_10tO

Location 101
(Branch CUE)
- Extension 1010
Verify automatic creation ofVPIM contacts by sending avoice mail from aremote location to
a user onCisco Unity Connection. Check that a new contact is created for the originating
remote user.
InCisco Unity Connection Administration, navigate tothe Contacts > Contacts window to
display contacts.
In the example, Fred Bloggs placed a call from extension 1010 atlocation 101 (Branch Cisco Unity Express). Acontact has been automatically created for Fred Bloggs with an alias of
VPIMJ01J010.
Theadministrator can modify or delete individual contacts thathavebeen created

automatically.
4-39
Summary
This topic summarizes the keypoints that werediscussed in thislesson.
Cisco Unity Connection VPIM locations can beconfigured for each remote VPIM system to network thevoice messaging
systems.
TheConnection Conversation Manager service requires a

restart after changing the Cisco Unity Connection SMTP
Server domain.
New contacts can be created automatically for the sender of messages received by Cisco Unity Connection.The system default or optional Contact Templates are used to define settings for automatic contact creation per location.
This lesson described how to implement VPIM in Cisco Unity Connection. Configuration of
remote VPIM locations and contacts were covered.
References
System Administration Guide for Cisco Unity Connection Release 8.xat:
http: ',u\ u civowitiin I Sdocs\oice ip comm cormeetioir'Kv'ad numeration guide X\e

uc>.ig\ huiil
Networking Guide for Cisco Unity Connection at:
hup: \m cisco.com en I Sdocv voice ip_eomm coimcetion.'Sv'iietworking guide Sxcuc

netx.htnsl
4-40
Lesson 3
Implementing VPIM in Cisco

Unity Express
Overview
This lesson describes how toimplement Voice Profile for Internet Mail (VPIM) in Cisco Unity
Express. Topics such as configuring remote locations and users will be covered. The VPIM troubleshooting methodology will be discussed, along with common issues associated with implementing VPIM between Cisco Unity Express and Cisco Unity Connection and how to
troubleshoot them.
Objectives
Upon completing this lesson, you will be able to describe how to implement VPIM in Cisco
Unity Express. This ability includes being able to meet these objectives:
Describe the implementation of VPIM in Cisco Unity Express
Define the trace settmgs for Cisco Unity Express and Cisco Unity Connection VPIM
troubleshooting

This topic describes how to implement VPIM in Cisco Unity Express.
* 5i.
t *<_iswW * i Jzx
ramôfiK Locations
Add new remote network

locations
* Add a New Location
Configure > Network

Locations
Maximum 100 locations
CD
Configure a unique numeric

location ID
Define remote IPaddress or

DNS name --WifniiQiJnwula.KRi
Criiq hlinw FbW PRIb DfiflU
<E
* ^^
Enter VPIM broadcast ID to
enable sending and receiving
of broadcast messages
Modify default entries for
extension length Optional Phone Prefix Send Spoken Name and vCard
Check Enabled
&e*awaBBfcfi
cz>
Create aVPIM location on Cisco Unity Express for each remote voice messaging system to
which users send messages.
The location ID is a unique numeric ID assigned toa voice-mail location. This number isused to identify the location and is entered when a user performs addressing functions in the
telephone user interface.
To add a network location, navigate to Configure >Network Locations. The Configure

Network Locations window appears. Inthe Locations field, click Add. The Add a New
Location window appears. Enter infonnation into the following fields:

Location ID
Location Name
Abbreviation: Alphanumeric abbreviation for the location that is spelled toa user (ifthere is no spoken name) when the user performs addressing functions in the telephone user
interface.
Domain Name/IP Address: Email domain name or IP address for the location. This
information is added when sending aVPIM message to the remote location (for example
"4843000iacisco.com").
Note
Adomain name orIP address must be configured ornetworking isdisabled at this location.
Phone Prefix: Prefix that is added to an extension to createa VPIM address for a user at
the location. Aprefix isrequired only ifemail domain services, multiple locations, and
extensions between the locations are not unique. Valid values; I to 15 digits.
VPIM Broadcast ID: You must enter a VPIM broadcast ID to enable sending and
receiving of broadcast messages. The default value, "vpim-broadcast," can beused for
remote locations that have unique domain names. Ifmore than one ofthe remote locations has the same domain name, you must enter a unique ID for each ofthose locations. For
remote locations that are networked toa Cisco Unity system, enter a numeric VPIM broadcast ID that is compatible with the Cisco Unity system. To send broadcast messages
from Cisco Unity to Cisco Unity Express, the VPIM broadcast ID must match on both
systems.
i Calling Number Rule Prefix Digits: Any digits that are supplied to this field are prepended to the E. 164 phone number that is derived using the calling number rule before
dialing the digits for a live reply toa network-delivered voice-mail message.
Minimum Extension Length: Minimum number of digits forextensions at theremote
location. Valid values are 2 to 15; default is 2.
Maximum Extension Length: Maximum number of digits for extensions at theremote

location. Valid values are 2 to 15; default is 15.
Voice-mail encoding: Configures the encoding method that is used to transfer voice-mail
messages from this location.
Dynamic: Cisco Unity Express negotiates with the receiving location to determine
the encoding method.
G711ulaw: Cisco Unity Express always sends messages asG.711 mu-law .wav files. Set this field only ifthe receiving system supports G.711 mu-law encoding
(such as Cisco Unity).
G726: Cisco Unity Express always sends messages as G.726 (32-K adaptive differential pulse code modulation [ADPCM]). Use for low-bandwidth connections or when the system towhich Cisco Unity Express is connecting does not support
G.711 mu-law.
Send Spoken Name: Enables sending the spoken name ofthe voice-mail originator as part ofthe message that is sent to the remote location. Ifthe spoken name issent, itisplayed as
the first part ofthe received message.
Send vCard Information: Enables the sending of vCard information in VPIM messages. User information from the vCard is added to the remote userdirectory cache (called the
Least Recently Used [LRU] cache). The LRU cache isupdated with user information (such
as the first and last name oftheuser) whenever new vCards are received. The cache isused
to provide addressing confirmation.
Enabled: Indicates that networking isenabled for this location. Check the box toenable
networking, or uncheck it to disable networking.
To adda remote network location with location ID 102 usingthe Cisco Unity Express command-line interface (CLI),performthe following configuration:
network location id "102"
abbreviation "HQ1" email domain 10.1.1.3 name "HQ CUC"
voicemail extension-length min 4 max 10

end location
Local Location ID
This section describes how to add the local VPIM location in Cisco Unitv Expres*
Local Location ID
* Add a network location for the local Cisco Unity Express system.
As for remote network locations
- Specify the Local Location ID
rVHTrtWr. mcmons
<E>
network location, specify the Local Location ID in the Configure > Network Locations
window.
Note
Configure anetwork location for the local Cisco Unity Express system. After adding the local
You must specify a local location ID to enable voice-mail networking.
To add a local location with location ID 101 using the Cisco Unity Express CLI, perform the
following configuration:
network location id "101" abbreviation "BrlOl"
email domain 10.1.4.3

name "Branch CUE"
voicemail extension-length min 2 max 15

end location
network local
location id 101
4-44
Integrating Cisco Unified Communications Applicalions (CAPPS) v8 I
2010Cisco Systems, inc.
Remote Users
This section describes how to add remote users in Cisco Unity Express.
Remote Users
To add remote users, choose Configure > Remote Users
Specify remoteLocation ID or Location Abbreviation

Remote network location must be configured first
Define User ID
- Primary Extension
First and Last Name MaMmum 100 remote users
Md i N*w HamXt UHT
<E>
RwacKtlMn
l~}
wan
Remote usersare users whosevoice mailboxes are locatedat a remote networklocation.
Toadd remote users, navigate to Configure >RemoteUsers. TheRemote Users window

appears and contains the following fields:
User ID
Display name
Location ID (or abbreviation)
Primary extension
By default, the system displays users inalphabetical order byuser ID.

To sort from A to Z, click User ID.
To display the listof users in order by display name, click Display Name.
To display the listof usersin orderby location ID,click Location ID.
Todisplay the list ofusers inorder by primary extension, click Primary Extension. To change the number ofrows that are displayed per window, choose the desired number
of rows that will be shown and click Go.
Note
You must have at least one remote network locationthat is configured before you can add,
modify, or view a list of remote users.
Remote users who are added to the system directory can be reached usingthe dial-by-name feature, and sendersreceive address and spokenname confirmation when sending messages to
remote users.
'Ihe system administrator can record a spoken name for remote users using the Administration
messages that arc received by the system from the remote user and the system directory is
updated accordingly.
via Telephone (AvT) interface. Spoken name information isalso retrieved from the VPIM
Cisco Unity Express supports the following number of remote users: Up to 20 for advanced integration module generation 2 (AIM2)
Up to 50 for NM
Up to lOOforNM-EC
Up to lOOforNME
Default is 20
subscribers. An LRU cache is adatabase that contains the first names, last names, and spoken names of remote subscribers. User information from the vCard is added to the user directory
cache for inbound messages. This procedure is like the Cisco Unity Connection Automatic
Contact Creation feature,
Cisco Unity Express supports an LRU cache that contains vCard information about remote
These remote subscribers are not configured in the Remote User Directory. The subscribers that
are contained in the cache are referred to as cached users.
Network messages update the contents ofthe LRU cache. When a local sender addresses a
\oice-mail message to a remote subscriber, the system accesses this information to send a spoken name confirmation about the remote subscriber to the local sender. Each time a network
message arrives from acached user, the system updates the time stamp ofthe cached entry of
the user in the LRU cache. The system also updates the time stamp ofthe cached entry ofthe
user mthe LRU cache each time a local sender sends avoice message to a cached user.
V* hen the LRU cache reaches its maximum capacity, anew entry erases the existing entry with the oldest time stamp. This means that the next time a local sender calls aremote subscnber,
the sender will not receive a spoken name confirmation ifthe remote subscriber is no loneer in
the LRU cache. Perform one or both ofthe following to avoid the inconsistent confirmation
response:
To ensure that a sender always receives a spoken name confirmation for a remote
subscriber, configure the remote subscriber in to the Remote User Directory.

Disable the LRU cache.
By default, the LRU cache is enabled on the local system. To disable the LRU cache, navigate
to Voice Mail > VM Configuration.
To add aremote user using the Cisco Unity Express CLI, perform the following configuration:
remote username jdoe location 101 create remote username jdoe phonenumber 2001
4-46
Assign Remote Users to Distribution Lists

This section describes how to assign remote usersto distribution listsin CiscoUnity Express.
Assign Remote Users to Distribution Lists

Remote users can be assigned to distribution lists. Voice-mail messages are sent to remote locations.
Distribution listsarelocal to the system onwhich theyare defined andcan be addressed only
by local subscribers when they send messages. A distribution list that was defined at a remote site cannot be used as the destination address of a message that is sent on the local system.
It is possible to send a message to a local distribution listthat includes remote users (as members) and blindaddresses (location codeand extension) thatresult in remote recipients
receiving the message.
Navigate to Voice Mail >Distribution Lists >Public Lists to modify public distribution lists.
4-47
Troubleshooting VPIM Between Cisco Unity Cisco Unity Connection and Cisco Unity Express
This topic describes troubleshooting VPIM issues between Cisco Unity Connection and Cisco
Unity Express.
Cisco Unity Connection Serviceability Trace window Set trace options

Select MTA in the Micro
Trace field
Check VPIM Messages

Click Save to activate
Reverse this procedure to

de-activate
| _,_
?l
^*fM ftfSi-jjfcS
"I
To troubleshooting VPIM issues on Cisco Unity Connection, navigate to the Cisco Unity
Connection Serviceability Trace window (choose Trace > Micro Traces):
Select the Cisco Unity Connection Server.
In the Micro Trace field, select Mail Transfer Agent (MTA).

Check the VPIM Messages check box,
Click Save to activate the trace.
The Cisco Unified Real-Time Monitoring Tool (RTMT) is used to view the Cisco Unity
Connection trace files.
4-48
Integrating CiscoUnified Communications Applications (CAPPS)v8.0
Cisco Unified RTMT

Usethe Cisco Unified Real-Time Monitoring Tool to viewthe CiscoUnity Connection trace
files.
Cisco Unified RTMT

Use Cisco Unified RTMT to view or download Cisco Unity
Connection Traces.
Select the following to view VPIM trace files:

Trace & Log Central
Remote Browse (alternatively, collect files and browse locally) Connection Message Transfer Agent
UmssMtaBadMail
Choose the trace file to view (look for time and date in the filename)
Cisco Generic Viewer
TheCiscoUnified Real-Time Monitoring Tool, which runs as a clientapplication, usesHTTPS and TCP to monitor system performance, device status, or device discovery. Cisco Unified RTMT can connect directly to devices viaHTTPS to troubleshoot system problems. Cisco Unified RTMT can also monitorthe voice messaging ports on Cisco Unity Connection. Cisco
Unifi d RTMT allows the administrator to perform the following tasks:
t* onitor a setof predefined management objects that focus onthe health ofthe system.
C :nerate various alerts, in the form of emails, for objects when values go over or under u er-configured thresholds. Cfellectand view traces in various default viewers that exist in Cisco Unified RTMT.
\ iew syslog messages andalarm definitions in SysLog Viewer.

Work with performance-monitoring counters.
Voice Profile for Interne! Mail Implementation
4-49
Monitor the voice messaging ports on Cisco Unity Connection. When aCisco Unity
Connection cluster is configured, you can open multiple instances of Cisco Unified RTMT
tomonitor voice messaging ports on each server in the Cisco Unity Connection cluster.
The Cisco Unified RTMT application can be downloaded to aPC from Cisco Unity Connection
Administration by choosing System Settings > Plugins.
4-50
Integrating CiscoUnified Communications Applications (CAPPS) v8.0
)2O10 Cisco Systems, Inc

This section describes using the Cisco Generic Viewer to view Cisco Unity Connection trace
files.

displays trace files Optional Search highlights string matches

Search for extension
numbers, SMTP domain names, or message text
Example search string

1010
1 Show VPIM message

content
Totand From fields vC ird
The Cisco Unifii d RTMT Cisco Generic Viewerdisplays trace files. The optionalSearch
highlights string natches. You can perform searches for extension numbers. Simple Mail Transfer Protocol (SMTP) domain names, or message text content.
TheCisco Generic Viewer output shows the VPIM message content, for example:
To and From fields

vCard
The figure shows an example search string of 1010 (extension number for Fred Bloggs). The search string matches will behighlighted automatically. Theexample output shows the
following:
TheVPIM message is from Fred Bloggs at extension number 1010 (4085551010) The recipient is extension 6666 (3035556666) ontheVPIM system with IP address
10,1.1.3
Cisco Unity Express Trace

This section describes how to enable Cisco Unity Express VPIM traces.
Networking VPIM
macro trace
Traces
Networking > VPIM

Micro trace options
include the following:

Audio Fax
Info
Receive
Send
_Jmhb
Use the Cisco Unity Fxpress GUI to enable VPIM trace options. Select the Networking
VPIM trace macro. Micro trace options include the following:
Audio
Fax
Info
Receive Send
se the Cisco Unity Express command-line interface (CLI) to view trace output.
Note
The Cisco Unity Express trace options canalso beenabled using the trace networking
vpim all CLI command
4-52
VPIM Trace Output

This section shows the Cisco Unity Express VPIM trace output.
VPIM Trace Output

VPIM trace shows a voice mail from Fred Bloggs to extension
2004
Extension added to location prefix 303555 (3035552004)

CUE1# trace networking vpim all
CDElt show trace buffer tall ... ....... .
MWorting vpln -Sending; - VPIK: Iot."*a8lSS5a6fl**l.:t;ivS>- :

networking vpio -Sending: VPIM: From: Fred Bloggs<40B5551D10ei0.1,4.3> networking vpim -Sending: VPIM; Date: Fri, 16 Apr 2010 14:46:14 0100 (BST)
networking vpim -Sanding: VPIM: lirKB-TOriioai 1.0 fVe*C 2 .<H

networking vpim -Sending: - vpiK: Content-Type: Kultipert/Voioe-Meaflagei
Vers ion= 2.0;
networking vpim "Sending: VPIM: aoundrY--,--VpimMHg..1271425574689" networking vpim -Sending: VPIM; Content-Transfer-Encoding: 7bit
networking vpim -Sending: VPIK: MeeBga-ID: <FCZ094O71MF-AIK2-FOC133939V31270545233461J
networking vpim "Sending: " VPIM: x-CISCO-SI-CALLIHG-BUMBBB: 4085551010

networking vpim 'Sending: VPIM:
networking vpim -Sending: VPIM; --..VpimMsg--1271425574689
Togenerate VPIM messages, make a call and leave a voice-mail message for a remote user.
Use the show trace buffer tail CLI command to view the Cisco Unity Express trace output.
The example VPIM trace shows a voice mail from Fred Bloggs (extension 1010) to extension
2004 at a remotelocation. The remotelocation is configured with a phone prefix of 303555.
The extension is added totheprefix to make a destination telephone number of 3035552004.

The VPIM To field contains 3035552004@I0.1.1.3:
3035552004 is the destination telephone number.

10.1.1.3 is the VPIM host domain name or IP address.
Thesource location is configured with a phone prefix of 408555. Theextension is added to the prefix to make a destination telephone number of 4085551010.
The VPIM message uses Multipurpose Internet Mail Extension (MIME) version: 1.0 (Voice
2.0)
MIME version 1.0 content structures
Voice 2.0 indicates VPIM version 2 (Voice 1.0 would indicate VPIM version I)
The complete VPIM message is shown here:

networking networking networking networking networking vpim vpim vpim vpim vpim "Sending "Sending "Sending "Sending "Sending
VPIM
VPIM:
TO:
<30355520041G.1.1,3>
VPIM: From: Fred Bloggs<4085551010@10.1.4.3>

VPIM: Date: Fri, 16 Apr 2010 14:46:14 +0100
VPIM: MIME-Version: 1.0 (voice 2.01
'
networking vpim "Sending

Version-2.0;
VPIM: Content-Type: Multipart/Voice-Message;

VPIM: VPIM:
network!ng vpim "Sending: networking vpim "Sending:
Boundary="==VpimMsg==12714 255746B9"
Content-Transfer-Encoding: 7bit
4-53
networking VDim
127054523346'. >
"Sending: " VPIM: Message-ID: <FCZ094071WF-AIM2-FOC133939VS

VPIM
networking vpiry. "Sending networking vpim "Sending networking vpirr. "Sending

X-CISCO-SI-CALLING-NUMBER: 4035551010 -==VpimMsg1271425574689
VPIM
VPIM
VPIM
Content-Type: text/directory; charseûs-
ascii; prcile=- Card r.etworking vpim "Sending: networking vpirr "Sending: iler.a~e = " Fred 1 ".oggs .vcf " networking vpim "Sending networking vpim "Senaing r.etwcrKing vpim "Sena", ng
r.etwotki::g vpim
vpim: Content-Transfer-Encoding: 7bit VPIM: Content-Disposition: attachment;

VPIM VPIM
VPIM VPIM
DEGINivCard
FN:Fred Bloggs
"Sending
EMAILjTYPEÎNTER NET;TY?F =VPIM:4 085551010M10.1 .4.3 networking vpim "Sending: " VPIM: TEL:10]0 net work ing vp i~. "Sending: " VPIM: TEL; TYPE=XCISCOST-CALLING-NUMBER
40855510:0
networking vp:m
networking vpim networking vpim
networking vpi-
'Sending 'Sending 'Sending 'Sending
" VPIM:
"
"
VERSION:
END:vCard
3.0
VPIM;
VPIM:
" VPIM:
--=-VpimMsg--12714 2 5574 6 89
networking vp; rr.

networking vpim
networking vpim
Message
netwcr.-ii ng voitr
1270545233461
'Send:ng 'Sending 'Sending

Sending:
Sendinq:
Encode
" VPIM; Content-Type: Audio/32KADPCM
" VPIM: Content-Transfer-Encoding: Base64

" VPIM: Content-Disposition: inline; voice=Voice" VPIM: Content ID: FCZ094071WF-ATM2- FOCI 33939VS" VPIM:
"
net wo rk Ir.g vp im
networking vpim net workmn vp im
to G726
Sending:
" VPIMAUDIO:
Note
For more information about VPIM messagecontent, refer to RFC 3801, Voice Profile for
Internet Mail version2 (VPIMv2).
4-54
VPIM Trace Output (Cont)

MIME content contains vCard for caller Fred Bloggs
vCard contains source parameters such as email address

networking vpim "Sending: VPIM: Content-Type: text/directory; charset=us-ascii; profile =vCard
networking vpim "Sending;
VPIH:
Content-Transfer-Encoding:
7bit
networking vpim "Sending: " VPIMj Content-Disposition: attachment; filename="Fred Bloggs.vcf networking vpim "Sending: VPIM: networking vpim "Sending; VPSXti BB318iVC*ta networking vpim "Sending: VPIM: FN:Fred Bloggs networking vpim "Sending: VPIM:
aiaLiTn'E-iiiTBiareTjrE-iwi[8SSiS101lISii>i.*i.3
networking vpim "Sending:
4035551010
VPIM: VPIM:
TEL: 1010
TEL; TYPE=X-CISC0-3I-CALLIHG-HUMBER:
VERSION: END:vCard 3.0
networking vpim "Sending: networking vpim "Sending:
VPIMj
VPIM:
This example is a continuation ofthe previous page. The VPIM trace shows a voice mail from
Fred Bloggs to extension 2004 at a remote location. The VPIM message MIME content contains the vCard for callerFredBloggs. The vCard contains source userparameters such as
the email address used for the VPIM message:
Source email is 4085551010@ 10.1.4.3.
The absence ofthe Spoken-Name content shows that it was not sent.
A partial VPIM message is show here (see previous page for the complete message):
networking vpim "Sending: networking vpim "Sending:
ascii; profile=vCard
VPIM: --==VpimMsg==127142557468 9 VPIM: Content-Type: text/directory; charset-usVPIM: VPIM:

VPIM VPIM VPIM

filename-"Fred Bloggs.vcf
Content-Transfer-Encoding: 7bit Content-Disposition: attachment,-

networking vpim "Sending networking vpim "Sending
BEGIN:VCard
FB:Fred Bloggs
VPIM networking vpim "Sending EMAIL,-TYPE=INTERNET;TYPE=VPIM:4085551010S10.1.4.3 networking vpim "Sending: " VPIM: TEL:1010

4035551010
VPIM:
TEL;
TYPE = X- CISCO-SI-CALLING-NUMBER:
3.0
" VPIM
VERSION: END:vCard
networking vpim "Sending: " VPIM

networking vpim "Sending: " VPIM
networking vpim "Sending; " VPIM networking vpim "Sending: " VPIM networking vpim "Sending: " VPIM
Message
--==VpimMsg==1271425574689
Content-Type: Audio/32KADPCM
Content-Transfer-Encoding: Base64
Content-Disposition: inline; voice=VoiceContent-ID: FCZ094071WF-AIM2-FOC133939VS-

1270 54 5233461
VPIM:
networking vpim "Encode to G726 " networking vpim "Sending: " VPIMAUDIO
4-55
VPIM NDR Trace Output

The figure shows a nondelivery receipt (NDR) for a failed message delivery. The remote VPIM
serverwith IP address 10.1.1.3 reported the failure.
NDR; Status 5.1.1 (Mailbox does not exist)

Remote VPIM server 10.1.1.3 reported the failure
neto!kiD3 vpim -Rs networking vpim -Re networking vpim "Re king vpi
ed VPIM
ed;
"
NDR
NDR
Content-Type 7 text/plain
ed,
ed:
NDR
NDR
Meaiaga could not ba dtlifr*d to tb
following rctpiot(> i
networking vpim -Received; networking vpim -Received; " " NDR NDH NDR 408 5S520Q**1G. 1.1.3
networking vpim "Received;

networking vpim -Received:
5-1270716747856
" NDR
--.=CHUnityReport--CBtJnl tyMta-MtaMail Deli veryi sage/delivery-status
networking vpim "Received: " NDR: Content-Typ

networking vpim -Received: networking vpim "Received: networking vpim -Received: " NDR; NDR: NDR: Action: failed
networking vpim -Received: " NDR: Reportiog-HTAi dos) 10,1.1.3

networking vpim -Received: NDR: Final-Recipient: rfc822i 40S5552004HJ. 1.1. 3
networking vpim -Received; - NDR: Stfcu; 5.1.1
This failure condition occurred because the recipient (4085552004) is notvalid on the remote
VPIM sen er. The Status 5.1.1 indicates that the "Mailbox does not exist." In this example, the wrong location prefix is configured (prefix 4085552 instead of303555) and therefore the '
resulting destination is not correct- 4085552004 (11 digits) instead of3035552004 (10 digits).
Additional VPIM Status codes include:
4.2.2: Mailbox full or over quota. 5.6.1: Mailbox does not support FAXText
5.7.1: Sender is not authorized
The complete VPIM message is show here:

1442C 04/ G8 '.8:12:28.023 networking vpim "Recei ved :
postmasteraio.1.1.3
VPIM: From:
14420 04/08 18:12:28.09b networking vpim "Received:

<4085551lOlOSlO. 1 .4 .3>
VPIM: To:
"Fred Bloggs"
14420 04/C8 13:12:28.097 networking vpim "Received; " VPIM: MIME Version: 1.0 14420 04'C8 18:12:28.100 networking vpim "Received: " VPIM: x Mailer: Cisco
Connection v 2 .1:
1442C 04/08 18:12:28.102 networking vpim "Received: " VPIM; Subject: Delivery
Status Not iricat ion
HessageType: n::h
'. Va ilu: e)
14420 04/08 18:12:28.1C4 networking vpim "Received: " VPIM: x CiscoUnity14420 04/08 13:12:23.107 networking vpim "Received: " VPIM: Content-Type:
multipart/report ; report -1ype =delivery-
stafJS;bcjndary="==CsUnityReport==csUnityMta-MtaMailDelivery 5-1270746747856" 14420 C4/03 18:12:23.109 networking vpim "Received: " VPIM: Message ID:
<csCnity.^r.3-MtaMailCeiivery-5-1270746747856>
1442 0 04/08 ".8:12:28.1".". networking vpim "Received: " VPIM:

14420 04/08 18:12:28.1: j networking vpim "Received: " VPIM: ---Csllr.it yRepcrt^-csUnir.yMt a MtaMai 1:;elivery-b-127074674785G integrating Cisco Unified Communicalions Applications(CAPPS) v8 0
14420 04/08 18:12:28.122 networking vpim "Received VPIM " NDR 14420 04/09 18:12:28.160 networking vpim "Received: " NDR: Content Type; text/plain NDR: 14420 04/08 18:12;2B.162 networking vpim "Received: NDR: Message could not 14420 04/08 18:12:28.163 networking vpim "Received:
be delivered to the following recipient(a):

14420 04/08 IE 14420 04/08 IE 14420 04/08 U 14420 04/08 IE
12:2B.165 networking vpim "Received: 12:28.167 networking vpim "Received: 12:28.169 networking vpim "Received:
NDR:
NDR:
NDR:
4085552004S10 1.1.3
12:28.170 networking vpim "Received;
NDR:
--
==CsUnityReport==csUnityMta-MtaMailDelivery-5-1270746747856
14420 04/08 18:12:28.172 networking vpim "Received:
message/delivery-status
14420
NDR:
NDR:
Cont ent-Type:
0 4/08
:12: 28.190 networking vpim "Received:
14420
04/08
04/08
04/08
:12:28.192 networking vpim "Received:
NDR:
Reporting-MTA: dns;
10,1.1.3
14420 1 :12: 28.194 networking vpim "Received: 18:12:28.195 networking vpim "Received: 1 NDR: NDR:
14420
Final-Recipient:
failed
5.1.1
rfc822;
408555200410.1.1.3 NDR; Action:

NDR:
NDR:
14420 04/08 18:12:28.199 networking vpim "Received: 14420 04/08 18:12:2B.201 networking vpim "Received:
Status:
14420 04/OB 18:12:28.207 networking vpim "Received:

14420 04/08 18:12:28.209 networking vpim message/rfc822 14420 04/CB 18:12:28.211 networking vpim
"Received:
'Received: 'Received:
NDR:
- -
==CsUnityReport==csUnityMta-MtaMailDelivery-5-1270746747856
" NDR:
VPIM: VPIM:
x-receiver:
Content-Type:
14420 04/08 IB: 12: 28. 213 networking vpim

<4085552004310. 1.1.3s
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VPIM:
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from
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<4085552004310.1.1,3>
VPIM: To:
VPIM:
From:
Fred
Bloggs<40855511010310.1. 4 .3> 14420 04/08 18:12:28.595 networking vpim

2010 18:12:26
(Voice 2.0)
"Received:
VPIM:
VPIM:
Date: Thu,
0B Apr
1.0
+0100
(BST)
MIME-Version:
14420 04/OB 18:12:23.598 networking vpim "Received:
14420 04/08 18:12:2B.600 networking vpim
"Received:
VPIM:
VPIM:
Content-Type:
Content-Transfer-
Multipart/Voice-Message; Version=2.0;Boundary="==VpimMsg==1270746747574"
Encoding: 7bit
VPIM:
VPIM:

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Message-ID:
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14420 04/08 18:12:28.609 networking vpim "Received; 14420 04/08 18:12:28.613 networking vpim "Received:
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VPIM: VPIM: --
" VPIM: VPIM:
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Encoding: 7bit
vCard:
vCard vCard vCard
vCard
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14420 04/08 1B:12:28.781 networking vpim "Received: 14420 04/03 18:12:28.783 networking vpim "Received:
14420 04/08 18:12:28.7B4 networking vpim "Received: EMAIL;TYPE=INTERNET;TYPE=VPIM:40B5S5110108510.1.4.3 14420 04/08 18:12:28.790 networking vpim "Received:
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vCard:
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14420 C4/0S 18:12:23.797 networking vpim "Received:
2010Cisco Systems. Inc.
Voice Profile for Internet Mail Imptementation
14420
04/08
13:12
23.-99 networking vpim "Received: " vCard:

747574
= =VpimY.sg-^127C74
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VPIM;
VPIM;
VPIM;
Content -Type:
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Base64 VPIM Message

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Description;
14420 04'' 08
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ir.l: r.e ; voice-Voice Mess
Note
For a list of status codes see RFC 3801, Voice Profile for Internet Mail version 2(VPIMv2)
4-58
Integrating Cisco Unified Communicalions Applications (CAPPS] v80
VoiceView
This section describes using VoiceView on IP phones totroubleshoot VPIM message delivery
issues,
iiceview
Use VoiceView from source IP
phones to view messages
- VPIM reports also listed with

messages
Delayed delivery receipt (DDR)

Location 102 extension 2004
Nondelivery receipt (NDR) lo

Location 102 extension 4085552004 Mailbox does not exist
Use VoiceView from IPphones toview messages. Users can log intoVoiceView using the
Services button on IP phones andselecting the CiscoCME Service URL option.
VPIM reports arelisted with the messages in the inbox. Intheexample: Message 7 is a VPIM Delayed Delivery Report to Location 102 extension 2004.
Message 8 isa VPIM Nondelivery Report toLocation 102 extension 4085552004. This
message was notdelivered because the recipient mailbox does notexist.
4-59
Summary
This topic summarizes the key points thai were discussed in this
Remote and local network locations are required when implementing VPIM in Cisco Unity Express. Remoteusers
can be defined and associated with a remote network
location ID.
The Cisco Unified RTMT application can be used to view Cisco Unity Connection trace on a management PC. The VoiceView feature is useful on source IPphones to viewthe delivery status ofVPIM messages. Delayed Delivery and
Nondelivery Reports can be viewed in the messages inbox.
This lesson described how to implement VPIM in Cisco Unity Express. Topics such as
configuring remote locations and users were covered. Additionally, the VPIM troubleshooting
methodology and common issues when implementing VIMM between Cisco Unity Express and
Cisco Unity Connection were described.
References
RFC 3801. Voice Profile forInternet Mail version 2 (VPlMv2)

Cisco Unity Express 7.1 GUI Administrator Guide at:
hup: \\\\w.ci>eu enmen US docs \oiee ip community exp/rel7 1administrator GUI (i

Lljdmm hitnl
Cisco Unity hxpress Command Reference for 3.0 and Later Versions at:
http: www .cisco.com'eti USdocs. voice_ip_comm/unity exp/command/relcrence CUECm

dRef.html
4-60
Module Summary
lodule Summary
Digital networking or VPIM can be used to provide support for
larger numbers of voicemail users by communicating across
multiple systems.
In Cisco Unity Connection, VPIM remote users are added as contacts. Cisco Unity Connection supports manual configuration of contacts as well as automatic VPIM contact creation for inbound messages. The Cisco Unity Express trace macro can be used to enable VPIM tracing. Cisco Unity Express trace output is viewed via
the CLI.
This module covered voice-mail networking using VPIM. Topics included VPIM features and
characteristics as well as how to implement VPIM in Cisco Unity Connection and Cisco Unity Express.
References
RFC 3801, Voice Profile for Internet Mail version 2 (VPIMv2) http: tools.ietf.org htmirfe3801
System Administration Guide for Cisco Unity Connection Release 8.x at: http: www.cisco.com'en/US'docs'voice_ip_comm/connection/8x/adininistration.'guide' 8xeucsagx.html
Networking Guide for Cisco Unity Connection at:
http: ww\v.cisco.conienLiS/docs/voice_ip_comm/cotiiicction/8x'''nctw,orking.;guidc;'
8\cucnet\.html
)2010Cisco Systems, Inc.
4-61
4-62
Integrating Cisco Unified Communicalions Applications (CAPPS) u8 0
Module Self-Check
Use the questions here to review whatyou learned in this module. The correct answersand
Ql)
What is the maximum number of Cisco Unity Connection locations that are supported when Cisco Unity Connection sites are linked using an intersite link? (Source:
Understanding VPIM)
A) 10
13}
C)
20
100
D) E)
200 1000
Q2)
Which statement is true about VPIM blind addressing? (Source: Understanding VPIM)
A)
B)
Blind addressing is used when no entry exists in the LRU cache and no remote
user for the destination has been defined.
Administrators define remote users manually so that callers do not need to know the destination address. Callers use blind addressing to access these defined remote users using the spoken name.
C) U)
The validity ofthe destination is known before sending the message. The caller does not need to know the location to send a message. With blind addressing, only the destination extension number is required, and the location
is hidden from the caller.
Q3)
Cisco Unity Connection supports the configuration of blind addressing on a pernetwork location basis. (Source: Implementing VPIM in Cisco Unity Connection)
A) B) true false
Q4)
Which method can be used when a firewall blocks direct communication between Cisco Unity Connection VPIM locations? (Source: Implementing VPIM in Cisco Unity
Connection)
A) B) C)
D)
Enable IP routing on Cisco IOS routers. IP routing is disabled by default

Turn on the Cisco Unity Connection VPIM proxy feature.
Configure NAT traversal in the Cisco Unity Connection VPIM Location

window.
Configure an SMTP Smart host.
Q5)
Which two parameters arc required when adding remote users in Cisco Unity Connection? (Choose two.) (Source: Implementing VPIM in Cisco Unity Connection)
A)
B)
First Name
Last Name
C)
Alias
D)
E)
Display Name
Alternate Name
4-63
Q6)
Which three fields are required when adding a network location inCisco Unity Express? (Choose three.) (Source: Implementing VPIM in Cisco Unity Express)
A) Location Name
B)
C) D|
Minimum Extension Length

Location ID Phone Prefix
F) F)
G)
Maximum Extension Length
Voicemail Encoding
Domain Name IP Address
Q7)
How can Cisco Unity Connection VPIM traces beviewed? (Source: Implementing
VPIM in Cisco Unity Express)
A)
B)
They canbe viewed in the Cisco Unity Connection Serviceability Trace

window.
They can be viewed by using ihe Cisco Unity Connection show trace buffer
tail command.
C) D)
They can be \iewed by using Cisco Unified RTMT. They cannot be viewed by the customer. Cisco Unity Connection VPIM trace files can only be viewed by Cisco support personnel.
4-64
Inlegraling Cisco Unified Communications Applications (CAPPS) v8 0

QU 02) 03)
04)
B A A
D
CD
Q5>
06)
B. C.E
C
Q7)
4-65
4-66
Table of Contents
Volume 3
Cisco Unified Presence implementation

Module Objectives Understanding Cisco Unified Presence Objectives
Overview
zl
5~1 *L2 5~3
^"1
CiscoUnified Presence Introduction Cisco Unified Personal Communicator ProductOverview

Cisco Unified Presence Access Cisco Unified Presence Administration Overview
5~4 5-5
5-6 5-7
Cisco Unified Presence Serviceability
5-9
Disaster Recovery System Cisco Unified Operating System Administration Accessing the CLI
Cisco Unified CommunicationsSolution Information Flow Cisco Unified Presence Overview
5-11 5-12 5-13

5-14 5-16
Enterprise Instant Messaging
5-18
Interdomain Federation
5~20
Cisco Unified Presence Applications Cisco Unified Personal Communicator Operation Modes Cisco Unified IP Phone Messenger Characteristics Cisco Unified Presence Calendar Integration
5-21 5-23 5-24 5-25
Summary
References
5~26
5-26
Understanding Cisco Unified Presence Components and Communication Flows
5-27
Objectives
Cisco Unified Presence Components
Cisco Unified Personal CommunicatorInformation Flowin Deskphone Mode Cisco Unified Personal CommunicatorInformation Flowin Softphone Mode
5-27
5"28
5-30 5-31
CiscoUnified Presence Integration with CiscoUnity Connection Cisco Unified Presence Integration with Conferencing Servers Cisco Unified Presence Integration with LDAP Cisco Unified Presence Integration with Active Directory and Exchange
Cisco Unified Presence Cluster
5-32 5-33 5-34 5-35

5-36
Cisco Unified Presence Database Synchronization Cisco Unified Presence Approaches Cisco Unified Communications ManagerPresence Indicators for Speed-Dial Presence Cisco Unified Communications Manager Call History Presence Cisco Unified CommunicationsManager Subscribe CSS Cisco Unified CommunicationsManager Presence Groups Cisco Unified CommunicationsManager and Cisco Unified Presence Cisco Integration Microsoft Integration
Cisco Unified Presence Federation Performance in a Multicluster Environment
5-38 5-39 5-40 S"42 5-43 5-44 5-45 5-46 5-47 5-48
5-49 5-50
Federated Deployment
Microsoft OCS Federation
5-51
5-52
Mapping of Presence Status Federation Preparation Enterprise InstantMessaging and Persistent Chat Jabber XCPin Summary PostgreSQL Persistent Group Chat MessageArchiving and Compliance Designing CiscoUnified Presence
Cisco Unified Presence Server Performance
5-54 5-55 5-57 5-58 5-60 5-62 5-63 5-64

5-65
Single Cisco Unified Communications Manager Cluster with Cisco Unified Presence Cisco Unified Communications Manager Business Edition with Cisco Unified Presence Two Cisco Unified Communications Manager Clusters with Cisco Unified Presence Quality ofService Cisco Unified Personal Communicator Port Usage Summary References
5-66 5-70 5-72 5_74 5.75 c_jq g_7g
Integrating Cisco Unified Presence

Objectives
5.77
5.77
Communicator
Assign Capabilities to End Users 5_7g Associating Devices and EndUsers 5_80 SIP Trunk Security Profile 5^ SIPTrunk to Cisco Unified Presence 5.33 Cisco Unified Presence Publish Trunk 5^5 Cisco Unified Presence System Settings 5-86 Cisco Unified Communications Manager Publisher 5^7 Implementing Cisco Unified Presence 5.33 Configuring Cisco Unified Presencefor Presence Integration 5.39 Cisco Unified Presence Publish Trunk 5_g-t Access Control Lists 5_g2 SIP TCP Listener 5.93 Proxy Domain 5_g5 Configuration Testing 5_g7 Configuring Intercluster Peers 5_9g System Troubleshooter 5-103 Summary 5-106 References 5-106 Configuring Cisco Unified Presence Features and Implementing Cisco Unified Personal
Configuring Cisco Unified Communications Manager for Presence Integration
5-78
g.^q7
Objectives Configuring Cisco IP Phone Messenger Step 1: Configure Application User Step 2: Createthe Phone Service Step 3: Subscribethe Phone Service Cisco IP Phone Messenger Setupon Cisco Unified Presence Step 1: Enable IM Clusterwide Step 2: EnableCisco IP Phone Messenger Step 3: CiscoIP Phone Messenger Response Messages Verify the Cisco IP Phone Messenger Status Testing Cisco IP Phone Messenger Configuring Cisco Unified Personal Communicator Step 4: Create Cisco Unified CSF Device Step 5: Associate Cisco Unified CSF Deviceto End User TFTP Server for Cisco Unified Personal Communicator Audio Profile Settings Testing Cisco Unified Personal Communicator inSoftphone Mode Configure Cisco Unified Personal CommunicatorProfiles
Mailstore Configuration Voice-Mail Server Voice-Mail Profile Conferencing Host Conferencing Profile LDAP Host LDAP Profile CCMCIP Profile End User Settings Cisco UnityConnection Setup for Cisco Unified Personal Communicator Cisco Unified Personal Communicator Setup
Integrating Cisco Unified Communicalions Applications (CAPPS] v80
5-107 5-108 5-109 5.110 5_11 ) 5-112 5-112 5-113 5-114 5-115 5_1 ig 5-117 5-118 5-121 5-122 5-124 5-126 5-127
5-128 5-129 5-130 5-132 5-134 5.135 5_136 5-137 5-133 5-139 5-140
Server Health Tool Desk Phone Control Configuration

Enable EndUsersfor CTI Voice-Mail Profile Test LDAP Profile Test
5-141
5"142 5"143
5-144
5-145
Device and Directory Number Configuration
5"146
Cisco Unified Presence Gateway

Desk PhoneTroubleshooter
CTI Gateway and Profile Configuration Desk Phone Control Settings
5-147
5"148 5-149
Testing Cisco Unified Personal Communicator Meeting Notification

Configuration Checklist for Microsoft Products
Microsoft Outlook Gateway Cisco Unified MeetingPlace Notification
5-152 5-153
5"154
5-156 5-157
5-150
User Option Pages Summary

References
5"158 5-159
a-ioa
Verifying and Troubleshooting Tools for Cisco Unified Presence Components
5-161
Objectives
CiscoUnified Presence Troubleshooter Presence Viewer
5-161
5-162 5-165
System Troubleshooter
Troubleshooting Cisco Unified Personal Communicator Example 1: Cisco Unified IP Phone Cannot Be Selected Example 2; In Softphone Mode, Telephony Is Not Possible Example 3: Users Are Not Shown as on the Phone During anActive Call Example 4: End User Cannot Log in toCisco Unified Personal Communicator Example 5: Search for Contacts Returns No Results Example 6: TheEnd User Cannot Control the Cisco Unified IPPhone 9971
Server Health
Selected Warnings
5-167
5-170 5-171 5-172 5-174 5-175 5-176 5-177

5"178
5"16^
Problem Report
Cisco Unified Presence Troubleshooter
5"179
5-180
Cisco Unified Presence Tracing Trace Filter Settings

Cisco Unified RTMT
5-182 5-183
5-184
Selected Traces: Logout Selected Traces: Status Change Troubleshoot SIP Integration
Selected Traces: Chat
5-185 5-188
5_190
5-192 5-195
5-195 5"197
Summary
References
51q4
5-194
Module Summary
References ModuleSelf-Check
5-200
Inlegraling Cisco Unified Communications Applications (CAPPS) v8.0
pv
IntegratingCisco Unified Communications Applicalions(CAPPS] v8 0
J2010 Cisco Systems. Inc
Module 5
Implementation
Overview
Thismodule introduces Cisco Unified Presence and its available features. Native presence and Cisco Unified Presence arecompared, theinterfaces of Cisco Unified Presence arepresented,
and a design section explains the requirements for planning and deploying Cisco Unified
Presence.
Cisco Unified Presence canbe integrated with Cisco Unified Communications Manager. Cisco
Unity Connection, Cisco Unified MeetingPlace. and a Lightweight Directory Access Protocol (LDAP) server. Cisco Unified Personal Communicator isan application that can integrate and
use all of these applications via one single user GUI.
Finally, a troubleshooting section explains the tools that are included inCisco Unified Personal
Communicator and Cisco Unified Presence to solve issues that occur in the network.
Module Objectives
Upon completing this module, you will be able to implement Cisco Unified Presence and Cisco
Unified Personal Communicator. This ability includes beingableto meettheseobjectives:
Describe the features and characteristics of Cisco Unified Presence
Describe the components of a CiscoUnified Presence solution, theirfunctions, andthe

communication flows between the individual components
Describe howto integrate CiscoUnified Presence with Cisco Unified Communications Manager and Cisco Unified Communications applications
Describe howto configure Cisco Unified Presence features, such asCisco IPPhone Messenger and Cisco Unified Personal Communicator support, and howto implement
Cisco Unified Personal Communicator including Active Directory integration
Describe the Cisco Unified Presence verification and troubleshooting tools that are
available for different Cisco UnifiedPresenceComponents and explain how to use them
5-2
Lesson 1
Understanding Cisco Unified

Presence
Overview
This lesson introduces Cisco Unified Presence andpresents the different administration menus andan overview ofthe Cisco Unified Presence features that arecovered in thismodule. Cisco
Unified Personal Communicator features are also briefly discussed.
Objectives
Upon completing this lesson, you will be able to describe the features and characteristics of
Cisco Unified Presence. This ability includes beingableto meettheseobjectives:
Describethe role of CiscoUnified Presencein a Cisco UnifiedCommunications solution
Describe briefly theCisco Unified Presence features covered inthis course
Cisco Unified Presence Introduction

This topic introduces Cisco Unified Presence and gives an overview of tlie different
administrator configuration pages.
Key components for Cisco Unified
Communications presence: Cisco Unified Communications Manager

Call control
Native presence services

* Cisco Unified Presence
- Collects, aggregates, and distributes user

capabilities and attributes
Standards-based SIP, SIMPLE, and XMPP

interface
* Cisco Unified Personal Communicator
Communications applications and services in a

single desktop application
The key components ofCisco Unified Communications presence are the following:
Call control for IP phones orCisco Unified Personal Communicator in softphone

mode
Native presence services on IP phones for call lists, directories, orbusy lamp field
(BLr-) pickup
Cisco Untfied Presence
Collects, aggregates, and distributes user capabilities and attributes so that Cisco
Unified Personal Communicator users can see the status ofthe contacts
Cisco Unified Presence offers standardized interfaces: Standards-based Session
Initiation Protocol (SIP), SIP for Instant Messaging and Presence Leveraging Hxtensions (SIMPLE), and Extensible Messaging and Presence Protocol (XMPP)
interface.
Cisco Unified Personal Communicator
Communications applications and services for desktop application Aggregates all applications and allows access to them via one single GUI
Cisco Unified Personal Communicator Product Overview

CiscoUnified Personal Communicator is a clientthat is usedtogether with Cisco Unified
Presence.
Cisco Unified Personal Communi
Audio Call
Video Call
Group Chat
CiscoUnified Personal Communicator is a client tool that includesthe most often used Unified
Communication tools in a single client. With Cisco Unified Personal Communicator, endusers
can place audio and video calls, either controlling their associated IPphone orinsoftphone mode, when the IPphone isnot available ortheuser is currently not at the office desk.
The contact list windowshowsthe currentpresencestatus ofthe contactsin the user contact
list. Each user can create a personal contact listand subscribe to thepresence status ofthe
presence-enabled usersor federated contacts.
The chat feature is based on the Jabber Extensible Communications Platform (XCP), which
uses XMPP as the chatprotocol. JabberXCPsupports point-to-point andgroup chat (also

called multiuser chat or text conferencing).
Cisco Unified Presence Implementation
5-5
Cisco Unified Presence Access

Cisco Unified Presence navigation islike the navigation inCisco Unified Communications
Manager or Cisco Unity Connection.
US;
Cisco Unified Presence Administration:
Cisco Unified Serviceability, Cisco Unified Operating System

Administration, and Disaster Recovery System have the
same URLs as onCisco Unified Communications Manager.

Application users must be created locally; end users can be synchronized from Cisco Unified Communications Manager.
Cisco Unified Presence GUI includes the following configuration menus:

Cisco Unified Presence Administration
Cisco Unified Serviceability

Cisco Unified Operating System Administration
Disaster Recovery System
ForCisco Unified Serviceability, Cisco Unified Operating System Administration, and the Disaster Recover; System, the Cisco Unified Presence appliance uses thesame URLs as Cisco
Use the application user ID to access Cisco Unified Presence and Cisco Unified Serviceability.
Tlie application user ID is set during the installation of Cisco Unified Presence. Additional application users can be created in the Cisco Unified Presence web interface after installation.
The Cisco Unified Operation System and Disaster Recovery System use the platform
administrator ID. Theadministrator ID is alsoset during installation of Cisco Unified Presence. Cisco Unified Presence provides a command-line interface (CLI) that is likethe Cisco Unified
Communications Manager CLI and provides Cisco Unified Operating System and Disaster
Recovery System features.
Cisco Unified Presence Administration Overview

This section describes the Cisco Unified Presence administrator interface main menu.
Cisco Unified Presence Administratis
System: Cisco Unified Presence system settings;for example, security, Cisco Unified Communications Manager publisherconfiguration, or licensinginformation Presence: Configuration of presence settings; for example,
federation and gateways
Messaging: Compliance and conferencing-related

configuration
Application: Settings for supported Cisco Unified Presence

applications
The Cisco Unified Presence Administration comprises the following menus:
System: Includes configuration for accessing Cisco Unified Communications Manager, or security settings tobuild inbound oroutbound access control lists (ACLs). Inthe license
submenu, ordered licenses can be uploaded.
Preseace: Gateways provide presence status integration from Cisco Unified Communications Manager or calendar integration with Microsoft Outlook. Inter-Domain Federation canbe configured to provide presence features across different presence
domains that are based on SIP or XMPP. SIP can be used for Microsoft Office
Communications Server (OCS) integration. XMPP is commonly usedfor Google Talk

federation.
Messaging: Cisco Unified Presence can be used with external databases or a third-parry server to enable enterprise instant messaging (EIM) compliance. Tousecompliance with
an external database, the external database must run PostgreSQL.
Application: Settings fordifferent Cisco Unified Presence applications, for example, deskphone control, Cisco IPPhone Messenger or meeting notification. Tlie Cisco Unified
Personal Communicator submenu allows you to configure the profiles to access voice messages. Lightweight Directory Access Protocol(LDAP)server, conference resources.
and other functions.
"i; c Unified Pie&cncc
User Management: Configure applications and end users; assign permissions with user groups and roles.
Bulk Administration: Schedule bulk transactions in
Cisco Unified Presence and specify a time when these

transactions need to start
Diagnostics: Use these to acquire system information and

provide troubleshooting support.
User Management: Tlie user structure is like Cisco Unified Communications Manager. End users can only be synchronized from Cisco Unified Communications Manager. Application users can be configured locally and are needed for third-party integration, integration with other Cisco Unified Comniunications products, orfeature integration like
Cisco IPPhone Messenger. Roles can becreated to customize permissions for end users or
application users.
Bulk Administration: Bulk transactions can be scheduled to configure multiple users in

one job. Every bulk jobcan bespecified with a time when the jobneeds tostart and can be
monitored with the job scheduler.
Diagnostics: Provides troubleshooting help and system status. The System Dashboard does
a quick audit ofthe system configuration. TheSystem Troubleshooter cantest submodules like intercluster peering or Cisco IP Phone Messenger.
5-8
Cisco Unified Presence Serviceability

This figure showsthe CiscoUnified Presence Serviceability features.
Cisco Unified Presence Servicer

Network services:
- Cisco Unified Presence system services; for example, Cisco UP XCP Router for XMPP client connectivity
Feature services:
- Enable certain Cisco Presence features; for example, Cisco UP
SIP Proxy and Cisco UP Presence Engine, for presence

features
- Must be activated manually
Network Services
Feature
Services
The Cisco Umfied Presence Serviceability provides the following feature services: Cisco UP SIP Proxy: The Cisco Unified Presence SIP Proxy service is responsible for
providing the SIPregistrar andproxyfunctionality. This functionality includes request routing, requestor identification, and transportinterconnection.
Cisco IT Presence Engine: The Cisco Unified Presence Engine collects, aggregates, and distributes user capabilities and attributes using the standards-based SIP and SIMPLE interface. It collects information regarding the availability status and communications capabilities of a user.
Cisco UP Sync Agent: The Cisco UnifiedPresenceSync Agentkeeps Cisco Unified Presencedata synchronized with CiscoUnifiedCommunications Managerdata. It sends Simple Object Access Protocol (SOAP) requests to Cisco Unified Communications Managerfor data of interestto Cisco UnifiedPresenceand subscribes to change
notifications from Cisco Unified Communications Manager and updates the Cisco Unified Presence Informix Dynamic Server database.
Cisco UP XCP Text Conference Manager: The Cisco Unified Presence XCP Text Conference Manager supports the chat feature. The chat feature allows users to communicate with each other in online chat rooms. It supports chat functionality using ad hoc (temporary) and permanent chat rooms, which remain on an external database supported by Cisco until they are deleted.
Cisco L'P XCP Web Connection Manager: The Cisco Unified Presence XCP Web Connection Manager service enables browser-based clients to connect to Cisco Unified
Presence.
Cisco UP XCP Connection Manager: The Cisco Unified Presence XCP Connection Manager enables XMPP clients to connect to the Cisco Unified Presence server.
5-9
Cisco UP XCP SIP Federation Connection Manager: TheCisco Unified Presence XCP
SIP Federation Connection Manager supports interdomain federation with Microsoft OCS
overthe SIPprotocol. Notethat you alsoturnon thisservice when yourdeployment

contains an intercluster connection between a Cisco Unified Presence version 8.0 cluster
and a Cisco Unified Presence version 7.x cluster.
Cisco IT XCP XMPP Federation Connection Manager: The Cisco Unified Presence XCP XMPPFederation Connection Managersupports interdomain federation with third-
party enterprises such as IBM Lotus Sametime, Cisco WebEx Meeting Center, Google Talk, andanother Cisco Unified Presence enterprise, overthe XMPP protocol.
Cisco LP XCP Counter Aggregator: The Cisco Unified Presence XCP Counter Aggregator service supports the logging of performance counters for the XCP services.
Cisco UPXCPMessage Archiver: Tlie Cisco Unified Presence XCP Message Archiver sen ice supports the instant messaging (IM) compliance feature. TheIM compliance feature logs all messages that aresent to and from the Cisco Unified Presence server, including point-to-point messages andmessages from ad hoc(temporary) and permanent chatrooms for the chat feature. Messages arelogged to anexternal database supported by Cisco. Cisco IT XCP Directory Service: The Cisco Unified Presence XCP Directory Service
supports the integration of XMPP clientswith the LDAPdirectoryto allow users to search
and add contacts from the LDAP directory. Cisco LP XCP Authentication Service: The Cisco Unified Presence XCP Authentication Service manages all authentication requests from XMPP clients that connect to
Cisco Unified Presence.
Disaster Recovery System

This sectiondescribes the CiscoUnifiedPresenceDisasterRecovery System.
Provides a user interface for backup and restore tasks Supports full cluster backups
Supports ad hoc and scheduled backup jobs

Provides a restore wizard with a full restore history
Monitors the current restore status
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The Disaster Recovery System allows administrators toperform and schedule backups for the
CiscoUnified Presence serverdatabase. The DisasterRecovery Systemalso allows
administrators to perform arestore ifa Cisco Unified Presence server has gone out ofservice
and needs to be restored.
The Cisco UnifiedPresence DisasterRecovery Systemoffers the following functions:
Writes backups to a physical tapedrive or remote Secure FTP(SFTP) server

Supports complete clusterbackups Supports ad hoc backup and restorejobs
Supports scheduled backups
5-11
Cisco Unified Operating System Administration

This figure describes the Cisco Unified Communications Operating System Administrati
web interface.
u i}>;*,\< if.
Allows you to configure and manage the Cisco Unified Presence system, for example:
' Check software and hardware status
Upgrade system software and install options

- View or update IP address
Manage server security, including IPsec and certificates

Ping other network devices
Manage remote support accounts
Cisco Unified Operating System Administration allows the administrator to perform engineering-level tasks at the platfomi level. Examples ofoperating system administration
tasks are the following:
Check software and hardware status.
Upgrade system software and install or upgrade options.

View or update IP addresses.
Manage Network Time Protocol (NTP) servers.
Manage server security, including IP Security (IPsec) configuration and certificates.

Ping other network devices.
Manage remote support (Cisco Technical Assistance Center [TAC|) accounts.
5-12
Accessing the CLI

This section describes how to access the CLI ona Cisco Unified Presence appliance.
Access the CLI

Access to the CLI through SSH only
The ? can be ud for help after every
command parameter, for example: show ?
To access the CLI, use the administrator username and
password configured during installation.

The CLI can be used for network connectivity validation and troubleshooting.
TheCisco Unified Presence CLI provides features thatarelike thefeatures that platfomi administrators can find in theCisco Unified Presence Operating System and Cisco Unified
Presence Disaster Recovery System web interfaces. Some ofthese functions are as follows:
Display platform information, such as product version, CPU, memory, disk usage, platform
hardware, serial number, and so on.
Display network, process, andloadinformation.

Configure additional platform administrator accounts.
Change platform administrator account password and security passwords.

Perform disaster recovery tasks.
Use tools such as ping, traceroute, and packetcapture. Changenetworkconfiguration settings.

Offer start, stop, and restart of services.
Perform system restarts, shutdowns, andversion switching.
When using the Cisco Unified Presence CLI, the question mark (?) can beused to see the available commands orcommand options. In theexample thatis shown in thefigure, the ? is used atthe top level. As a result, all top-level commands have been displayed. The administrator can log inwith the same usemame and password as used for the Cisco Unified Presence Operating System Administration orthe Cisco Unified Presence Disaster Recovery
System web interface.
Cisco Unified Communications Solution Information Flow

The Cisco Unified Presence server uses standards-based SIP, SIMPLE, and XMPP to provide a
common demarcation point for integrating clients and applications into the Cisco Unified
Communications system.
CUP = Cisco Unified Presence
C JPC = Cisco Unified Personal Communicator
CUCM =CiscoUnified Communications Manager

AXL = Cisco UnifiedCommunications System XML
Cisco Unified Presence also provides an HTTP interface that has aconfiguration interface through SOAP, and apresence, IM, and roster interface (the XMPP contact list) through
JabberWerx Asynchronous JavaScript and XML (AJAX). The JabberWerx AJAX interface
communicates to the Bidirectional Streams Over Synchronous HTTP (BOSH) interface on the
Jabber XCP within Cisco Unified Presence. The Cisco Unified Presence server collects, aggregates, and distributes user capabilities and attributes using these standards-based SIP
SIMPLE, XMPP, and HTTP interfaces.
Cisco or third-party applications can integrate with presence and provide services that improve
the end-user experience and efficiency. The core components ofthe Cisco Unified Presence
server consist of these:
Jabber XCP. which manages presence. IM, roster, routing, policy, and federation
management
Rich Presence Service, which manages presence state gathering, network-based rich
presence composition, and presence-enabled routing functionality
Support for ad hoc group chat storage with persistent chat and message archiving that is
managed by an external database
The Cisco Unified Presence server also contains support for interoperability via SIP with Microsoft Live Communications Server (LCS) 2005 or Microsoft OCS 2007, and theMicrosoft Office Communicator client for any Cisco Unified IPphone that iscomiected to a Cisco
Unified Coimnunications Manager. The Microsoft Office Communicator client interoperability includes click-to-dial functionality, phone control capability, and presence status ofIP phones.
5-14
Cisco Unified Communications Manager isthe central component in the scenario and it
supports the largest variety of protocols. The utilization of protocols in Cisco Unified
Communications Managerincludes the following:
Skinny Client Control Protocol (SCCP) to control IP phones and other SCCP devices
SIP tocontrol SIP endpoints and for SIP trunks tovoice mail and other PBXs
Media Gateway Control Protocol (MGCP) to control media gateways such as Cisco 2900
Series routers
H.323 for gateway connections, intracluster trunks, and H.323 networks
SOAP to provide database access via Cisco Unified Communications system XML layer Computer telephony integration (CTI) to allow for CTI integration and Microsoft remote
call control integration
CiscoUnified Presence mainlyuses the following protocols:
XMPP. SIP, and SIMPLE forgeneric presence and federation functionality SOAP to access the Cisco Unified Communications Manager database via Cisco Unified
Communications system XML and Cisco Unified Personal Communicator configuration

profiles
CTI Quick Buffer Encoding (CT1QBE) for CTI integration ofremote call control
integration with Microsoft Office Communicator HTTP tosupport the Cisco IP Phone Messenger service onthe IPphones
cisco Unified Presence Implementation
5-15
Cisco Unified Presence Overview

This topic presents an overview ofthe Cisco Unified Presence features that are presented in this
module.
. _i*sc. L
Cisco Unified Presence works in three modes:

In Cisco Unified Communications mode, Cisco Unified Presence operates as an instant messaging and presence server. - In SIP proxy mode, CiscoUnified Presenceprovides routinq
capabilities forCVP, PSTN, and SBC.
- In Microsoft Office Interoperability mode, Cisco Unified Presence allows Microsoft Office Communicator users to intemperate with
their IP phones.
Cisco Unified Communicationsmode
15,000 20,000
Microsoft Office interoperability mode SIP proxy mode
1100 transactions per second
The table lists the maximum capabilities ofCisco Unified Presence, which has three modes of
operation:
Cisco Unified Communications mode: In this mode, Cisco Unified Presence operates as
an IM and presence server supporting Cisco Unified Communications clients such asCisco Unified Personal Communicator. When operating inCisco Unified Coimnunications mode. Cisco Unified Presence provides presence and IM capabilities for Cisco Unified Personal
Communicator from either a PC oraMac, and it scales up to amaximum of 15,000 users in

a multinode cluster environment.
SIP proxy mode: In this mode. Cisco Unified Presence provides the core SIP routing
as well as public switched telephone network (PSTN) gateways and session border
capabilities for deployment oflarge-scale Cisco Unified Customer Voice Portal (CVP) solutions. This routing capability connects Ihe entire suite ofCisco Contact Center products
controller (SBC) elements. SIP proxy mode can scale from 100 to 1000 transactions per second based on the server size and configuration options (such as Record Route on/off).
Microsoft Office Communicator interoperability mode (orMicrosoft Remote Call Control): In this mode, Cisco Unified Presence allows Microsoft Office Communicator users on a PCto intemperate withCisco Unified IP phones on CiscoUnified
Communications Manager by providing click to dial and associated phone monitoring

capabilities. Interoperability ismade available by activating Microsoft Office
Communicator interoperability mode in Cisco Unified Presence and configuring Microsoft

Office Communicator users. When operating inthis mode, Cisco Unified Presence scales upto 20.000 Microsoft Office Communicator users perCisco Unified Presence server and
Cisco Unified Communications Manager cluster.
5-16
Integrating Cisco Unified Communicalions Applications (CAPPSi v80
Note
Microsoft hasannounced thedeprecation ofRemote Call Control in Microsoft OCS. As a result, in the next release ofMicrosoft OCS, Microsoft will not support new deployments of
Remote Call Control.
5-17

Cisco Unified Presence Version 8.0 extends EIM, and offers connection capabilities to
connecting not only local Cisco Unified Presence users.
ctiiiui pn&e instant (Messaging standards-based dual protocol enterprise instant messaging:
* Group chat
Permanent chat
Cisco Unified Presence powered byJabber provides
* Support on federated links
* Compliancy and archiving

' Escalate to collaboration
PostgreSQL
eDiscovery
"I
'
Ml
Cisco Unified Presence powered byJabber is pailofthe Cisco Unified Communications
solutions suite that provides standards-based dual protocol EIM and presence as part ofCisco
Unified Communications:
Cisco Unified Presence takes the rich feature set of tlie Jabber XCP and delivers it as part
ofCisco Unified Presence. Using this Jabber technology, itdelivers enhanced EIM features including group chat, permanent chat, and IM logging, along with a suite ofbusiness-tobusiness and business-to-consumer IM and presence open federations. Cisco Unified Presence powered byJabber lays thefoundation to deliver EIM and presence-enabled collaboration capabilities. Customers that are powered by Cisco Unified
Presence and Cisco Unified Communications solutions can then view the presence status or availability ofthe people they want to communicate with, exchange instant messages with
these individuals, and escalateto a voice call or rich collaborative session. Cisco Unified Presence nativelysupports standards-based Jabber XMPP and SIP and
SIMPLE protocols. With this dual protocol capability, Cisco Unified Presence offers
customers achoice ofeither rich-featured Cisco Unified Communications clients orany

third-parry XMPP-compliant IM andpresence client.
Cisco Unified Presence also supports presence-oriented SOAP and Representational State Transfer (REST) interfaces. In addition. Cisco Unified Presence enables integration
through Cisco XMPP libraries, which is a JavaScript presence and IM interface that allows customers and application developers toextend presence and IM to web-based applications. Group chat allows you to create a temporary IM enterprise chat room and invite internal and external colleagues tothe enterprise chat room to join in an instant message
conference. The primary objective ofthe enterprise chat room isto share instant messages with a group ofparticipants in a single window, as opposed tomultiple IM windows on the
desktop.
5-18 Integrating Cisco Unified Communications Applications (CAPPS)v8 0
After an enterprise chat room isestablished, itoffers groups of users who have access to
thechatroom with ongoing access to discussions of interest to the participants within the enterprise chat room. Permanent chat, onthe other hand, allows teams, customers, partners,
suppliers, and colleagues tocommunicate through IM and quickly get up to speed on the
enterprise chat room subject and collaborate in real time.
Note Cisco Unified Presence supportsgroupand permanent enterprisechat room
enterprise chat room feature.
across
federated linkswhen interfacing with XMPP domains that support the group id permanent
IfIM compliancy and archiving isunmanaged, it isimpossible toprotect against utside threats
or to ensure efficient and appropriate use of IM. Sometimes it is necessary to stor these instant message records for future recovery and analysis byregulatory authorities and toguard against
the risks that are associated with information security breaches.
Cisco UnifiedPresence8.0 introduces the abilityto meetthese requirements in two ways:
Provides logging ofinstant message records ina customer-managed, customer-provided

PostgreSQL database.
Delivers aninterface to third-party IMand compliancy engines thatprovide aninterface to

customer-provided eDiscovery solutions.
5-19
Interdomain Federation
Interdomain federation is the secure, policy-controlled IM and presence interconnection between environments that have different domain names, such as user@cisco.com to
user??customer.com.
&&&&&b&igtt&gl'5t&.
Interdomain federation allows communication between

different domains:
* Secure
J Policy-controlled IM
Presence communication
<>
Business-to-business and business-to-consumer federation isthe way for IM and presence users to interact with users outside oftheir enterprises and still ensure secure, policy-controlled, and
transparent communication.
With Cisco Unified Presence, this capability isdelivered between organizations that are both
running Cisco Unified Presence, or when oneorganization is using Cisco Unified Presence and
the other is using Cisco WebEx Connect, Microsoft LiveCommunications, Microsoft OCS.
IBM Lotus Sametime. or any Jabber XCP.
Cisco Unified Presence also offers direct business-to-consumer federation with Google Talk,
allowing the enterprise to connect to Google Talk users and share presence and instant
messages.
Note
Cisco Unified Presence is an XMPP standards-based platform and hence will federate with any other standards-basedXMPP IM and presence serviceor gateway. Ciscohas not
tested other than the listed XMPP services or gateways.
5-20
Cisco Unified Presence Applications

CiscoUnified Presence allows clients likeCiscoUnified Personal Communicator or Cisco Unified Mobile Communicator to integrate seamlessly into the communication infrastructure of
the company.
Cisco Unified Presence Applications

Applications that interface with Cisco Unified Presence:
Qsco United Personal

Communicator
AllowsIM, presence, contact list phone control, Cick to

Call services, conferencing, and voice messaging
Presence information on smart phones
Cisco Unified Mobile

Communicator
Cisco Unffied Bpert Advisor

IBM Lotus Sametime
Presence-enabled enterprise knowledge workers handle

incoming customer calls Enables presence indicators in addition to status
infcrmatian in Lotus Samettme
Qsco Unified Application

Erwironment
Integrate presence with other business applications
The table lists the benefits of applications that interface to CiscoUnified Presence:
Cisco Unified Personal Communicator: Cisco Unified Presence is required to support the core functions for Cisco Unified Personal Communicator. Features include IM, presence
information, andcontact list support. Cisco Unified Presence alsofacilitates phone control andmonitoring for click-to-call services as well as integration withCiscoUnified MeetingPlace conferencing and theCisco Voice Messaging service. Security mechanisms
help ensure the integrity of this personal information with controls such as user passwords,
network connectivity information, and personalcontactlists.
Cisco Unified Mobile Communicator: Cisco Unified Mobile Communicator extends the
reach of presence beyond thewalls of thetraditional enterprise to themobile smart phone

user. Cisco Unified Mobile Communicator allows you to get and set presence infonnation on CiscoUnified Presence, offeringthe value of Cisco UnifiedCommunications to mobile
workers.
CiscoUnified Expert Advisor: Cisco Unified Expert Advisor expands the scopeof the contactcenter by allowingpresence-enabled enterprise knowledge workersto manage incoming customer calls withoutthe need for the rigid tools and businessrules that are typically found in formal contact centers. It allows subject matter experts anywhere in your enterprise to be available to manage incoming customer callswhenneeded andin
conjunction with the contact center agent.
Cisco Unified Presence with IBM Lotus Sametime: In addition to the presence status
options provided in Lotus Sametime, Cisco Unified Presence with IBM Uotus Sametinie
allows you to see phone presence indicators that show when acontact is on the phone. This capability is easily delivered and lets the user choose the most efficient way lo contact a person and avoid needless interruptions and the delays involved in calling and recalling a
user who cannot be contacted immediately.
Cisco Unified Application Environment: The Cisco Unified Application Environment
allows the administrator to rapidly develop and create applicalions without the complexity
thai isassociated with programming languages orinterfaces. Using Cisco Unified Presence
and the Cisco Unified Application Environment, the administrator can easily expose and
integrate user presence status and device availability from Cisco Unified Presence to
business applications.
5-22
Integrating Cisco Unifed Communications Applications (CAPPS) v80
Cisco Unified Personal Communicator Operation Modes

For telephony support, Cisco Unified Personal Communicator can be used in two different
modes.
Cisco Unified Personal Communical
Operation Modes
Cisco Unified Personal
Communicator modes are;
fttajs,^
- Deskphone (CTI controlof

the user's desk phone for Click to Call)
* I (Cisco Unified CSF)
Softphone
- Softphone (software client

operation) The softphone device is
registered to Cisco Unified

Communicator call control
features are similar to the
features on Cisco Unified IP phones.

Deskphone
Cisco Unified Personal Communicator canbe usedin eifhc* deskphone modeor in softphone
mode. These modes have the following characteristics:
Deskphone mode: In deskphone mode, Cisco UmfiedPersonal Communicator uses
CTIQBE to control IP phones. The IP phone must be ifgistered with the Cisco Unified
Communications Manager and associated to the end user. When multiple IPphones are
associated to an end userandareregistered to the CisoO Unified Communications Manager,
the end user can choose which IPphone should beused to place calls inCisco Unified
Personal Communicator.
Softphone mode: In softphone mode, Cisco Unified Personal Communicator activates the softphone device. This activation is based on the Cisco Unified Client Services Framework (CSF) and registers the soffphone with Cisco Unified Communications Manager as a SIP
device. Successful registration requires that theadministrator has correctly created a Cisco
Unified CSFdevice in the Cisco Unified Communications Manager Administration web
interface.
Cisco Unified IP Phone Messenger Characteristics

Cisco IPPhone Messenger uses XML over HTTP tocommunicaie with Cisco Unified Presence. Cisco Unified Presence relays the messages toCisco Unified Personal Communicator
\iaXMPP.
Csoo Unified IP Hicuu Me^senu
The Cisco Unified IP Phone Messenger has thefollowing

characteristics:
- Watches aggregated presence informationforlheir contacts Exchanges IMs with a Cisco Unified IP phone
- Runsas an XML IPphone service on Cisco Unified IPphones

Enables phone to act as an XML web browser
- The Cisco IP Phone Messenger server application communicates

with:
Cisco Unified IP phones using XML over HTTP SIP Proxy/Registrar Server using SIP XCP routefabric translates SIP to XMPP and vice versa
Cisco Untied IP Phone XML over HTTP&
XMPP
The Cisco IP Phone Messenger application, which is acomponent ofCisco Unified Presence,
scnes as a protocol translator between HTTP and SIP messaging. The Cisco IP Phone
Messenger application communicates with Cisco Unified IP phones by using XML over HTTP, and communicates with the SIP proxy orregistrar server by using SIP.
The Jabber XCP route fabric in Cisco Unified Presence translates the SIP messages to XMPP
and vice versa. Tlie phone acts as an XML web browser tonavigate through the Cisco IP Phone
Messenger application.
Hie Cisco IP Phone Messenger application candistinguish between two devices with the same
directory niunber in different partitions and can also function when the user is logged in via
CiscoExtension Mobility.
5-24
Cisco Unified Presence Calendar InAgration

Integration with Microsoft Exchange requires
Cisco UnifiedPresencefor calendarapplicatior
)utlook presence gateway to be configured on
Integration Cisco Unified Presence communicates with Microsoft
Exchange for presence andcalendar integration:

Requires Active Directory 2003or2008 Supports Microsoft Exchange 2003 (SP2) or2007 (SP1)
End users can activate calendar integration on the Cisco
Unified Presence end-user web interface.
During a scheduled meeting in Microsoft Outlook, users can automatically be displayed as busy inthe contactlist.
Qsco Unified Personal Communicator
Microsoft
Exchange
...9
Map Aban
availability status
fcrausor.
I(uses the OWAMbbOftV

Interlace
&
Once apresence gateway is configured for Outlook, Cisco Unified Presence can retrieve the
calendar state ofauser (Free, Busy, Out ofOffice) and map itto an availability status for the
user (Available, Busy,Away).
Cisco Unified Presence requires aMicrosoft Exchange account with special permissions to
query end-user calendar data.
Cisco Unified Presence supports the following versions ofMicrosoft Exchange for calendar
integration:
Microsoft Exchange Server2003 (SP2) Microsoft Exchange Server2007(SPI)
Cisco Unified Presence Implemenlation
5-25
Summary
This topic summarizes the key points that were discussed inthis lesson.
Cisco Unified Presence uses the same appliance as Cisco
Unified Communications Manager. The Disaster Recovery
System is almost identical. Cisco Unified Presence andCisco Unified Personal Communicator fully integrate with the Cisco
Unified Communications system. External applications that

are not Cisco products, such as LDAP servers or Microsoft Exchange, can also be integrated.
features like group and persistent chat are available.
Through the implementation of Jabber technology, new
Compliance can also be integrated on third-party products
With interdomain federation. Qsco Unified Presence can connect to other services like Cisco WebExand others
Cisco Umfied Presence features that are covered in this module were briefly discussed.
References
This lesson introduces Cisco Unified Presence and how to access the administrator GUI The
Deployment Guidefor Cisco Unified Presence Release 8.0 at:
http:.'cisco.coni/enAJS,docs/A-oicc_ip_comm/eiips/8_0/eiiSlisli/instiI] upgrade/denlovment
guidc/CI Pdeploy.html
Release Soles for Cisco Unified Presence He/ease 8.0 at:
lmp:/.'dsco.ami/cn/US'doesAoiec_ ip_comm/cups/8. O/englisli/rcl iutcs/cup8\rii.html
Lesson 2
Understanding Cisco Unified Presence Components and

Communication Flows
Overview
This lesson describes the Cisco UnifiedjPresence architecture, protocols, and interfaces. Native
Unified Presence approaches are descri >ed. Cisco Unified Presence can be configured to peer
with another Cisco Unified Presence chaster inthe same domain orcan be federated with Cisco Unified Presence clusters in adifferent domain. Enterprise instant messaging that is
presence in Cisco Unified Communicat ons Manager is presented and the different Cisco
implemented with the Jabber framework allows persistent chat, message archiving, and compliance server integration. Finally, some Cisco Unified Presence single and multisite
deployments are presented
Objectives Upon completing this lesson, you will be able to describe the components of aCisco Unified
Presence solution, their functions, and the communication flows between the individual
components. This ability includes being able to meet these objectives:

Describe the Cisco Unified Presence architecture and theprotocols used
Describe anative presence solution and the different Cisco Unified Presence approaches Describe how toconnect Cisco Unified Presence clusters within the same domain or in
different domains (interdomain federation)
Describe the enterprise IM functionality
Design asingle and amultisite Cisco Unified Presence solution

that areused to connect to otherapplications.
This topic describes the architecture ofCisco Unified Presence and the protocols and interfaces
Thirfl-Party
Applications such as
Cisco WobEi
JaDOef GocgleTalk
MicrosoftExctiang
Microsoft LC5/0CS
't>
'
J /Communicator M 4*j r
WebDAV LDAP
sccp
xmpp
H323
HTTPlHTTPS
SIP/SIMPLE
CTI^QBF
IMAP
SOAP
CSTAcwrSIP
Cisco Unified Presence consists ofmany components that enhance the value ofaCisco Unified Communications system. The main presence component ofthe solution is the Cisco Unified
collaboration, instantmessaging (IM), or basic audio.
the types of communications that the user is capable of using, such as video conferencing, web
particular communications device such as aphone. The communications capabilities indicate
Leveraging Extensions (SIMPLE), and Extensible Messaging and Presence Protocol (XMPP) for collecting infonnation regarding the availability status and the communications capabilities ofthe user. The availability status of tlie user indicates whether the user is actively using a
and supports Session Initiation Protocol (SIP), SIP for Instant Messaging and Presence
Presence server, which incorporates the Jabber Extensible Communications Platform (XCP)
Cisco Unified Personal Communicator. Cisco Unified Communications Manager applications and third-party applications to increase user productivity. These applications help connect
colleagues more efficiently by determining the most effective fonn ofcommunication. Cisco Unified Presence encompasses the following components:
Tlie aggregated user infonnation that iscaptured by tlie Cisco Unified Presence server enables

Cisco Unified MeetingPlace or MeetingPlace Express

Cisco Unity or Cisco Unit}' Comiection
Cisco Unified Videoconferencing or Cisco Unified MeetingPlace Express VT
5-28
Lightweight Directory Access Protocol (LDAP) Server v3.0

Cisco Unified IP Phones
Third-party presence server
Third-party XMPP clients Third-party applications
Cisco Unified Presence uses standards-based SIP, SIMPLE, and XMPP to provide a common
demarcation point for integrating clients and applications into the Cisco Unified Communications System. Cisco Unified Presence also provides an EfTTP interface that has a configuration interface through Simple Object Access Protocol (SOAP); apresence interface through Representational State Transfer (REST); and apresence, IM, and roster interface through JabberWerx Asynchronous JavaScript and XML (AJAX). The JabberWerx AJAX
interface communicates to theBidirectional Streams Over Synchronous HTTP (BOSH) interface on the Jabber XCPwithin CiscoUnified Presence. TheCiscoUnified Presence server
collects, aggregates, and distributes user capabilities and attributes using these standards-based
SIP. SIMPLE. XMPP, and HTTP interfaces.
Cisco or third-party applications en integrate with presence and provide services that improve the end-user experience and efficiency. The core components ofthe Cisco Unified Presence
server consist ofthe following:
Jabber XCP, which manages presence, IM, roster, routing, policy, and federation
management
Rich Presence Service, which manages presence state gathering, network-based rich
presence composition, and presence-enabled routing functionality
Support for ad hoc group chat storage with persistent chat and message archiving that is
handled by an external database
Ifpersistent chat is enabled, ad hoc rooms are stored on the external PostgreSQL database for
the duration ofthe adhoc chat. This procedure allows a room owner toescalate anadhoc chat
to apersistent chat; otherwise, these ad hoc chats are purged from PostgreSQL at the end of the chat. Ifpersistent chat is disabled, ad hoc chats are stored in volatile memory for the duration of
the chat.
Applications (either Cisco or third party) can integrate presence and provide services that improve the end-user experience and efficiency. By default, the Cisco Unified Presence server
contains the Cisco IP Phone Messenger application toallow for IM and presence status using
Cisco Unified IP phones. In addition, Cisco Unified Personal Communicator is asupported

client ofthe Cisco Unified Presence server, which alsointegrates IM and presence status.
TheCisco Unified Presence server also contains support forinteroperability with Microsoft Live Communications Server (LCS) 2005, Office Communications Server (OCS) 2007. and the Microsoft Office Communicator client for any Cisco Unified IP phone thatis connected to a Cisco Unified Communications Manager. Microsoft Office Communicator client
interoperability includes click-to-dial functionality, phone control capability, and presence

status of Cisco Unified IP phones.
> 201C Cisco Systems, inc.
5-29
Cisco Unified Personal Communicator Information Flow in

Deskphone Mode
With Cisco Unified Personal Communicator in deskphone mode, the IP phone can be
controlled and used to initiate calls.
Cisco Unified Personal Communicator deskphone mode

characteristics are:
- Cisco Unified Personal Communicator registers with Cisco Unified

Presence with XMPP for chat.
Unified Communications Manager. From Cisco Unified Personal Communicator, the end user can
control the IP phone via the CTt/QBE interface.
one ofthe devices.
Communicator
- Trie end user isassociated with an IP phone configured onCisco
* Whenassociated with multiple IP phones,the end user can select
Cisco Unified
Communications Manager
Personal Communicator registers with Cisco Unified Presence and downloads the configuration
file. Tlie end user logs in with the end-user credentials configured in Cisco Unified Communications Manager or the LDAP server, depending on the setup for authentication
services.
When using the Cisco Unified Personal Communicator in deskphone mode, Cisco Unified
With the Cisco Unified Communications Manager IP Phone (CCMCTP) service, Cisco Unified user utilizes the computer telephony integration Quick Buffer Encoding (CTIQBE) interface to control the selected IP phone. The end user can only select the IP phone when multiple IP
phones are registered and associated with the end user.
Personal Communicator receives the list ofcontrolled and user-associated devices. The end
The Cisco Unified Personal Communicator uses XMPP for chat features and sends all instant
messages to Cisco Unified Presence.
5-30
Integrating Cisco Unified Communicalions Applications (CAPPS] v8 0
Cisco Unified Personal Communicator Information Flow in

Softphone Mode
When no IP phone is available or the user is not in the office, the Cisco Unified Personal
Communicator softphone mode allows the user toplace and receive calls inthe same manner
that is used in Cisco IP Personal Communicator.
co Unified Persona! Communi

tn Flow in
Cisco Unified Personal Communicator softphone mode
characteristics are;
Cisco UnifiedPersonal Communicator registers as a Cisco Unified

Client Services Framework (CSF) device.
- Tne Cisco Unified CSF device uses SIP as the signaling protocol. The end user must be associated with the Cisco Unified CSF
device.
The Cisco Unified CSF device is configured as a normalend device
with directory number, calling search space, and partition.

Cisco Unified Personal Communicator uses Cisco Unified Presence for XMPP (chat) communication.
Communicator
XMPP
O sco Unified
Com muni cati ons Manager
TheCisco Unified Client Services Framework (CSF) uses SIPREGISTER messages to register with Cisco Unified Communications Manager asa Cisco Unified CSF device, using SIP as the
signaling protocol. Cisco Umfied Personal Communicator connects to the primary TFTP server (whose address is retrieved from Cisco Unified Presence) at startup, for suspend and resume
operations, and for the re-establishment of dropped network connections. When the connection
isestablished, Cisco Unified Personal Communicator downloads the configuration file from
Cisco Unified Communications Manager.
The configuration file contains alist ofCisco Unified Communications Manager primary and
failover server addresses. This file also contains thetransport protocol forCisco Unified
Personal Communicator touse insoftphone mode toconnect toCisco Unified Communications

Manager.
After CiscoUnified Personal Communicator downloads tlie configuration file, the
configuration parameters are made available to other Cisco Unified Personal Communicator
subsystems.
Each time Cisco Unified Personal Communicator tries to download the configuration file, the
application attempts to contact the primary TFTP server. Ifthe primary TFTP server does not respond, Cisco Unified Personal Communicator fails over to the backup TFTP server. Ifall
TFTP server connections fail, Cisco Unified Personal Communicator tries to load the last valid downloaded configuration from the local hard disk. Cisco Unified Personal Communicator usesXMPP to access Cisco Unified Presence for instant
messages and roster updates.
Cisco Unified Presence Integration with Cisco Unity

Connection
Cisco Unity Connection can be integrated with Cisco Unified Presence. End users can access theirvoice mailbox in the conversation history pane in Cisco Unified Personal Communicator.
When integrating Cisco Unity Connection with Cisco

Unified Presence:
Cisco Unified Personal Communicator users areable toview, play,

sort, and delete voice-mail messages.
Cisco Unified Presence must beconfigured with a voice-mail profile. Cisco Unified Personal Communicator receives configuration during
login from Cisco Unified Presence.
1 Cisco Unified Personal Communicator users need toconfigure the

user credentials for voice mail.
Qsco Unified
Presence Logm
ses WAP lo Access ttle Voice Mailbox

Communicator
Configuration (Profile|
Cisco Unified Personal Communicator voice-mail integration uses Internet Message Access Protocol (IMAP) to access the voice mailbox, which provides tlie following features:
Access voice messages directly from the conversation history pane in the Cisco Unified
Personal Communicator client.
Use the integrated media player to play and delete messages directly from the Cisco
Unified Personal Communicator client.
Easily access presence and availability information for the caller inthe Cisco Unified
Personal Communicator client. The user can then click to call the person to escalate to a
web chat, video, or other multimedia sessions.
The number ofIMAP connections and users that are supported in Cisco Unity Connection
depends onthe Cisco Unity Coimection platform. More information can befound at:
o\cucspl.html.
littp://ww\v.cisco.com/en.-UTS.'docs/voicc_ip..coniin/conncction/Xx/supportcd_platfonns/
5-32
Integrating Cisco Unified Communicalions Applicalions (CAPPS) v8.0
Cisco Unified Presence Integration with Conferencing Servers

Add conference servers to allow Cisco Unified Persona) Communicator users to use the ad hoc
conference feature.
Cisco Unified Presence Integration with

Conferencing Servers
Cisco Unified Presence can be integrated with conferencing systems:
There is Cisco Unified MeetingPlace and Cisco WebEx support.
Cisco WebEx integration requires a local Cisco WebEx Meeting

Center server.
Cisco Unified Personal Communicator communicates with the conference server using HTTP or HTTPS.
Conferencing servers are configured on Cisco Unified Presence and

added to a Conferencing Profile.
CiscoUnified Personal Communicator usesCisco Unified MeetingPlace or Cisco WebEx
conferencing for its web conferencing capability. The web conferencing features ofCisco Unified MeetingPlace and Cisco WebEx are based on Macromedia Flash technology using
ECTTP or HTTPS as the transport protocol.
) 201C Cisco Systems. Inc
Cisco Unified Presence Integration with LDAP

LDAP integration enables end users to search and add contacts from the cooperate directory.
*rf*>*tV TET
t^4&*&f1?$&*** Jk,
Uh
fteM
Qsco Unified Presence integrates with LDAP directory servers:

Supported LDAP servers are.
Mcro soft Active Directory 2000. 2003. and 2008

Netscape Directory Server
Sun ONE Directory Server5.2 and OpenLDAP LDAP profile allows users to search and add conlacts from the LDAP
directory to Cisco Unfied Personal Communicator
- For authentication and synchronization of end users. Qsco Unified Presence uses Cisco Unified Communications Manager(which can also use LDAP for
autnenOcationand synchronization]
Cisco Unified Cisco Umfied
Communicator
LDAP
Communications
Manager
Login Request>
Presence
Search Query
\
Cisco Unified Presence integrates with the following LDAP directory servers:
Microsoft Active Directory 2000. 2003. and 2008

Netscape Directory Server
Sun ONE Directory Server 5.2

OpenLDAP
modify user infonnation manually each time achange occurs in the corporate directory.
Administrators can provision users automatically from the LDAP directory into the Cisco Unified Communications Manager database. Cisco Unified Communications Manager synchronizes with the LDAP directorj' so the administrator does not have to add, remove, or
Cisco Unified Presence LDAP integration synchronizes user information from Cisco Unified Communications Manager. LDAP integration also provides authentication for Cisco Unified Persona! Communicator client users and access to theCisco Unified Presence user interface.
5-34
Cisco Unified Presence Integration with Active Directory and

Exchange
Cisco Unified Presence canbeintegrated with theenterprise LDAP directory and Microsoft
Exchange to allow users to sign in with their LDAP user credentials and synchronize the
presence status with Microsoft Outlook calendar entries.
Active Directory and Exchange

Qsco Unity Connection/ CiscoUnity
Synchronize user
data from AD into
I SOL database
Microsoft Eichange
Exchange user
data stored in
Active Directory Uses Microsoft Exchange
Calendar Integration
md Presence Status
Active Directory
Synchronize user
data from AD into
local Unified
Communications
Manager d rectory
O sco Unified Presence reads user data from Cisco Unified
Cisco Unified
Communications
Manager
Communications
Manager directory.
An LDAP directory lookup allows Cisco Unified Personal Communicator client users, or thirdparty XMPP clients, to search for and to add contacts from the LDAP directory. The search
results are displayed inthe search window from Cisco Unified Personal Communicator.
Cisco Unified Presence communicates with the Microsoft Exchange Server using Outlook Web
Access (OWA). aWeb-Based Distributed Authoring and Versioning (WebDAV) interface that
is available on the Microsoft Exchange Server.
5-35

To scale Cisco Unified Presence to support up to 15,000 licensed presence users, acluster can
be formed.
Cisco Unified Presence server uses:

' Appliance model
Hardware used by Cisco Unified Communications Manager

- Up to six servers percluster(one publisher)
Two servers per subcluster
ub clusters
4iy
*3r
>
The Cisco Unified Presence Server uses the same underlying appliance model and hardware that is used by Cisco Unified Communications Manager and Cisco Unified Communications
Manager on the Cisco Unified Computing System platform, and includes a similar
administration interface.
For details onthe supported platforms, refer tothe Cisco Unified Presence Server
Administration Guide, available at:
hp:,Vwws\i.cisco.com/eiv'i:S',producis/ps6837/prod_inaiiiteiiancc guides listJuml. Cisco Unified Presence consists ofup to six servers, including one server that is designated as a
publisher, which utilizes the same architectural concepts asthe Cisco Unified Communications Manager publisher and subscriber. Within a Cisco Unified Presence cluster, individual servers can be grouped to form a subcluster. and the subcluster can have at most two servers that are
associated with it.
Tlie figure shows the basic topology for a Cisco Unified Presence cluster. The Cisco Unified servers while other subclusters contain a single server, as shown in the figure (Subclusters 2 and 4, for example). The Cisco Unified Presence servers form their own cluster and are not
Presence cluster can also have mixed subclusters. where one subcluster is configured with two
formally integrated as part ofthe Cisco Unified Communications Manager cluster.
5-36
integrating Cisco Umfied Communications Applications (CAPPS) v8.0

Intraduster traffic parlicipates at a very lowlevelbetween Cisco Unified
Presence and Cisco Unified Communications Manager, and between the
Cisco Unified Presence publisher and subscriber.

- Both clusters share a common hosts file and have a trust relationship
using IPTatMes.
At the level of the database and services, the clusters are separate and
distinct, and each Cisco UnifiedPresence and Cisco Unified
Communications Manager cluster requires separate administration.

Publisher
Cisco Unified
Com m unications
Manager Cluster
Subscriber
Users and Devices
The Cisco Unified Presence publisher utilizes and builds upon the database that isused by the Cisco Unified Communications Manager publisher bysharing the end-user and device
information. A CiscoUnified Presenceclustersupports only a single Cisco Unified
Communications Manager cluster. Therefore, all users of Cisco Unified Presence must be
defined within the same Cisco Unified Communications Manager cluster.
Intracluster traffic participates ata very low level between Cisco Unified Presence and Cisco Unified Communications Manager and between the Cisco Unified Presence publisher and
subscriber servers. Both clusters share a common host file and have a strong trust relationship
using IP Tables. At the level ofthe database and services, the clusters are separate and distinct,
andeachCisco Unified Presence server andCiscoUnified Communications Manager cluster
requires separate administration. There iscurrently no Transport Layer Security (TLS) orIP
Security (IPsec) utilization for intracluster traffic.
The Cisco Unified Presence server interface with external systems sends SIP and XMPP traffic
over User Datagram Protocol (UDP), TCP, orTLS. TLS mutual authentication requires the
import and export ofcertificates between Cisco Unified Presence server and the external system. In TLS server authentication, the Cisco Unified Presence server presents its TLS
certificate to the client devicefor verification. TLS server authentication validates the end user
via HTTP digest authentication.
TheCisco Unified Presence publisher communicates directly withthe CiscoUnified
Communications Manager publisher viathe Administrative XML Layer (AXL) application programming interface (API) using the SOAP interface. When first configured, the Cisco Unified Presence publisher performs aninitial synchronization ofthe entire Cisco Unified
Communications Manager user and device database.
Note All Cisco Unified Presence users are configured in the Cisco Unified Communications
Manager End Userconfiguration. During the synchronization, CiscoUnified Presence populates these users initsdatabasefrom the Cisco Unified Communications Manager
database. Cisco Unified Presence does not provide end-user configuration from its
administration interface.
5-37
Cisco Unified Presence Database Synchronization

The initial Cisco Unified Presence database synchronization from Cisco Unified Communications Manager might take a while, depending ontheamount of information in the database as well as the load that is currently onthesystem.
Initial Cisco Untied Presence database synchronization from Cisco Unified

Subsequent database synchronizations from Cisco Unified Communications
Manager to Qsco Unified Presence are performed inreal time when any
new user cr device information is added
The max mum number of licensed presence users for a Cisco Unified
Presence cluster is 15,000
MCS 7818 MCS 7B25
500
1.000
1,000 MCS 7835

10,000 1000 MCS 7B45 10.000
40
140
30,000
Subsequent database synchronizations from Cisco Unified Communications Manager to Cisco

Unified Presence areperformed inreal time when any new user or device information is added to Cisco Unified Communications Manager. Forplanning purposes, use the values inthetable as guidelines when executing the initial database synchronization withCisco Unified Communications Manager using a single Cisco Unified Presence publisher ora Cisco Unified
Presence publisher with subscriber servers.
Note
The maximum number of licensed presence users for a Cisco Unified Presence cluster is
15,000.
Note
The numbers for theCisco Unified Computing System platform areequivalent tothe numbers for the Cisco Media Convergence Server(Cisco MCS) 7835 {1x CPU, 2 GB RAM. two 160-GB disk drives) and Cisco MCS 7845 (2x CPU, 4 GB RAM, four 160-G hard drives).
When the Cisco Unified Presence server is performing the initial database synchronization Irom Cisco Unified Communications Manager, donot perfonn any administrative activities on Cisco Unified Communications Manager while the synchronization agent isactive. Ifthe database entries are not updating or ifthe Sync Agent service isstopped, check for
broken connections with the synchronization agent. Use the Cisco Unified Real-Time
Monitoring Tool (RTMT) to monitor the Cisco Unified Presence critical alarm ServerSyncAgentAXLConnectionFailed.
5-38
Cisco Unified Presence Approaches

This topic describes native presence in Cisco Unified Communications Manager and the Cisco
Unified Presence approaches with aminimum and maximum ofconnected applications.
Cisco Unified Communicati
Native presence featuresforCiscoUnified Communications

Manager are:
- Speed-dial presence
Call-history presence
- Presence policy
Cisco Unified Com munications Cisco IP
Communicator
Manager
SCCP/SIP
IP Phones1
Cisco Unified Communications Manager offers native presence functionality onIP phones. A Cisco Unified Presence server is not required. Native features ofthe CiscoUnified
Communications Managerare the following: Cisco Unified Communications Manager speed-dial presence: CiscoUnified
Communications Manager administratively supports theability for a speed dial to have
presence capabilities via abusy lamp field (BLF) speed dial. BLF speed dials work as both
a speed dial and a presenceindicator.
Cisco Unified Communications Managercall-history presence: Cisco Unified
Communications Manager administratively supports presence capabilities for call history

lists (the Directories button on the phone). Cisco Unified Communications Manager presence policy: CiscoUnified Communications Manager provides the capability to setpolicy for users who request
presence status.
) 201C Cisco Systems, Inc
Cisco Unified Communications Manager Presence

All presence requests for users, whether inside or outside acluster, are processed by Cisco Unified Communications Manager. ACisco Unified Communications Manager watcher that sends apresence request will receive adirect response, including the presence status, ifthe
watcher and presence entity are both located within the cluster.
Pi
Cisco Unified Communications Manager supports.

SCCP and SIP endpoints
Devices reachable via a SIP trunk
SIPline-side endpoints acting as presence watchers can send a SIP
SUBSCRIBE message to Cisco Unified Communications Manager

requesting the presence statusofthe indicated presence entity.
SCCP endpoints can also watch entities on a SIP trunk.
SIPSUBSCRIBE Status of A
Ifthe presence entity exists outside the cluster, Cisco Unified Communications Manager will
query' the external presence entity through the SIP trunk. A watcher who is notin a Cisco
Unified Communications Manager cluster can send a presence request to a SIP trunk. IfCisco Unified Communications Manager supports the presence entity, it will respond with the current presence status. IfCisco Unified Communications Manager does not support the presence entity, it will reject the presence request with a SIP error response. Skinny Client Control Protocol (SCCP) endpoints can request the presence status ofdie
indicated presence entity by sending SCCP messages toCisco Unified Communications
Manager. Ifthe presence entity- resides within the Cisco Unified Communications Manager cluster. Cisco Unified Communications Manager responds to the SCCP line-side presence
request bysending SCCP messages to the presence watcher thatindicate thestatus ofthe
presence entity.
Cisco Unified Coimnunications Manager uses the tenn "SIP line'1 to represent endpoints
supporting SIP that aredirectly connected and registered to Cisco Unified Communications
acting as presence watchers can send a SIP SUBSCRIBE message to Cisco Unified
Manager, and the tenn "SIP trunk" to represent trunks supporting SIP. SIP line-side endpoints
Communications Manager requesting the presence status ofthe indicated presence entity.
5-40
Ifthe presence entity resides outside the Cisco Unified Communications Manager cluster,
Cisco Unified Communications Manager routes a SUBSCRIBE request outon theappropriate SIP trunk, based onthe SUBSCRIBE calling search space (CSS), presence group, and SIP
route pattern. When Cisco Unified Communications Manager receives a SIP NOTIFY response onthe trunk that indicates the presence entity status, itresponds tothe SCCP line-side presence
request by sending SCCP messages to the presence watcher indicating the status ofthe
presence entity.
5-41
Indicators for Speed-Dial Presence

Cisco Unified Communications Manager supports the ability for aspeed dial to have presence capabilities via a BLF speed dial. BLF speed dials work as both aspeed dial and apresence indicator. Onlj the system administrator can configure aBLF speed dial. Asystem user is not
allowed to configure or modify a BLF speed dial.
The table lists the various types of BLF speed-dial

indicators on IP phones:
Idle
Busy
Unknowi
The administrator must configure the BLF speed dial with atarget directory number that is resolvable to adirectory number within the Cisco Unified Communications Manager cluster or
al a SIP trunk destination.
BLF SIP line-side endpoints can also beconfigured with a SIP Uniform Resource Identifier
(URI) for the BLF speed dial, but SCCP line-side endpoints cannot be configured with a SIP
URI for BLF speed dial. The BLF speed-dial indicator isa line-level indicator and not a devicelevel indicator.
The BLF speed-dial indicators show the real-time state ofthe monitored phone:
Idle: The user phone is on hook and the user is available.

Busy: Tlie user phone is off hook and the user is not available.
Unknown: The real-time state cannot bedetermined (that is, the users are not inthe same
presence group or are not allowed in another group).
Integrating Cisco Unified Communications Applicalions (CAPPS)8.0
i>2010 Cisco Systems, Inc
Cisco Unified Communications Manager Call History Presence

Cisco Unified Communications Manager supports presence capabilities forcallhistory lists. Press the Directories button onthe IPphone.
Cai! History Presence

supports presence capabilitiesfor call

history lists.
Call histay list presence capabilities are

controlled via the BLF for Call Usts
Call History, Placed COPlaced Calls
Calls
Enterprise Parameter withinCisco

Unified Communications Manager
Administration,
{jP'jg"To9140B555 1212 '
The BLF for Call Lists Enterprise
Jg" T0I005
1
Parameter impacts all pages using the phone Directories button and is set globally:
Missed
Received Raced calls
- Personal directory - Corporate directory
Call history list presence capabilities are controlled via the BLF for Call Lists enterprise
parameter within Cisco Unified Communications Manager Administration. The BLF for Call
Lists enterprise parameter impacts all pages that use the phone Directories button and it is set
on a global basis:
Missed calls
Received calls Placed calls
Personal Directory
Corporate Directory
Cisco Unified Communications Manager Subscribe CSS

Tlie watcher must have pennission to monitor an external presence entity. This permission is will forward the presence request to the external presence entity, await the presence response
from the external presence entity, and return the current presence status tothe watcher.
based on the Subscribe CSS and presence group. Ifthe watcher has pennission, the SIP trunk
Awatcher needs permissionto monitor Ihe presence entity based

on.
SUBSCRIBE CSS
Presence group
An IP phone or trunk sends presence requests. SUBSCRIBE messages withIhe event field set to Presence The SUBSCRIBE CSS is associated with the watcher and lists the
partitions that the watcher is allowed lo see;
This mechanism provides an additional level ofgranularity

Itcan be assigned on a device or user basis (Cisco Extension
Mobility).
A can watch B.
B cannot watch A.
SUBSCRIBE CSS DEVICES Partition DEVICES
SUBSCR1BECSSNONE Partition DEVICES
Cisco Unified Communications Manager provides the capability to set policy for users who
request presence status. Set thispolicy by doing the following:
Configure a CSS toroute SIP SUBSCRIBF. messages for presence status
Configure presence groups with which users can be associated, that specify rules for viewing the presence status ofusers that are associated with another group Ihe first aspect ofpresence policies for Cisco Unified Communications Manager isthe how to route presence requests {SUBSCRIBE messages with the Event field set lo Presence)
Subscribe CSS. Cisco Unified Communications Manager uses the Subscribe CSS to determine
that come from the watcher, which can bea phone or a trunk. TheSubscribe CSS is associated with the watcher and lists the partitions that thewatcher is allowed to see. This mechanism
provides an additional level ofgranularity for the presence SUBSCRIBF. requests to be routed
independently from the nonnal call-processing CSS.
Tlie Subscribe CSS can be assigned on adevice basis or on auser basis. The user setting
applies fororiginating subscriptions when theuser is logged into thedevice viaCisco Extension Mobility orwhen the user isadministratively assigned tothe device.
With the Subscribe CSS set to <None>. BLF speed dial and call history list presence status does not work (ifno device in <None> partition) and the subscription message is rejected as
"userunknown." When a valid Subscribe CSS is specified, the indicators work andthe SUBSCRIBE messages areaccepted and routed properly.
5-44
Integrating Cisco Unified Communications Applications |CAPPS)v8 0
Cisco Unified Communications Manager Presence Groups

Devices, directory numbers, and users can be assigned to a presence group, and by default all
users areassigned to the same Standard Presence Group.
Cisco Unified Communications Manager Presence Groups

Apresencegroup controls the destinations thata watchercan mcni tor.
Presence groups can be assigned to devices. DNs, and users:
- Bydefault all users are assignedto the Standard Presence Group.

When using multiple presence groups:
Set trie Inter-Presence Group Subscribe Poicy sendee parameter.
If one group has a relationship toanothergroup viaIhe Use System Default setting,this service parameter's value will take effect. - Ifthe Inter-Presence Group Subscribe Policy service parameter is set to
Disallowed. Cisco Urified Communications Manager wil block the
request even if the SUBSCRIBECSS allows it The Inter-PresenceGroup Subscnbe Pd icyservice parameter applies only forpresence statuswith cal history listsand is not used forBLF speed dials.
M can watcti E. E cannot watch M. BLFiSStil
Presence Group Manager (M)
wtxkmg.
Presence Group Employee (E)
Apresence group controls the destinations that awatcher can monitor, based on the association
of a user with a defined presence group (forexample, Employees watching Managers is disallowed, butManagers watching Employees is allowed). Thepresence group user setting
applies for originating subscriptions when the user islogged intothe device via Cisco Extension Mobility orwhen the user is administratively assigned to the device. When multiple presence groups are defined, the Inter-Presence Group Subscribe Policy sen. ice parameter isused. Ifone group has a relationship toanother group via the Use System Default setting rather than being allowed ordisallowed, the value ofthis service parameter will take
effect. If the Inter-Presence Group Subscribe Policy service parameter is setto Disallowed. Cisco UnifiedCommunications Managerwill blockthe requesteven if the Subscribe CSS allows it.The Inter-Presence Group Subscribe Policy service parameter applies only for
presence status with call history lists and isnot used for BLF speed dials. Observe the following guidelines when configuring presence within Cisco Unified
Communications Manager:
Define a presence policy for presence users.
Use Subscribe CSSs to controlthe routingof a watcherpresence-based SIP SUBSCRIBE

message to the correct destinations.
Usepresence groups to define sets of similar usersand to define whether presence status updates of otherusergroups are allowed or disallowed.
Call history fist presence capabilities are enabled ona global basis. The user status can be
secured by using a presence policy.
BLF speed dials are administratively controlled and are not impacted bythe presence
policy configuration.
Cisco Unified Communications Manager and Cisco Unified

Presence
Cisco Unified Presence collects, aggregates, and distributes user capabilities and attributes by
using Ihe standards-based SIP and SIMPLE interfaces. By default, Cisco Umfied Presence contains the Cisco IP Phone Messenger application to allow for IM and presence status when IP
phones are used.
ius*.;.'^*..
CO
U *l tit S L\
Cisco Unified
Communications Manager +
Cisco Unified Presence +
Cisco IP Phone Messenger Cisco IP Phone Messenger

application
Manager
Instant messaging and

presence status
- Using IP phones Aggregated presence

status of other users
Overriding presence status manually (Available,
Busy. Do Not Disturb) Manage the contact list from phone and user
pages
IP Phone
Tlie Cisco IP Phone Messenger application serves as a protocol translator between HTTP and
SIP messaging. Cisco IPPhone Messenger communicates with IP phones using XML over HTTP, and itcommunicates with the SIP proxy orregistrar server using SIP. The Cisco IP
Phone Messenger application can distinguish between two devices with the same directory
number in different partitions and can also function when the user is logged in viaCisco Extension Mobility. However. Cisco IP Phone Messenger does rely on the availability ofthe Cisco Unified Presence publisher fornew user logins.
The Cisco IP Phone Messenger application provides tlie following presence functionality:
Shows aggregated presence status of other users
Supports overriding the presence status manually (Available, Busy, Do Not Disturb) Updates user presence status inthe Cisco IPPhone Messenger application
Manages the contact list from boththe phone and theweb userinterface
5-46
Cisco Integration
Integrating Cisco Unified MeetingPlace and Cisco Unity Connection into the presence network
offers a feature-rich communications environment with the Cisco Unified Personal
Communicator as the single interface for voice and video calls, voice-mail playback, web
conferencing, and integrated directories.
Cisco Unified Communications Manager + Cisco Unified Presence + Cisco Unified Personal Communicator + Cisco
Unified MeetingPlace + Cisco Unity Connection + Multipoint

Control Unit
Singleinterface for voiceand videocalls,voice-mail playback, web conferencing, and integrated directories
Cisco Unified
Cisco Unified
Communications
AXL (SOAP) Presence
Manager
SCCP/SIP!
LDAP
Communicator
The following are available featuresin this deployment:
Real-time availability: Real-time availability of other Cisco Unified Personal

Communicator users.
Contact list: Search the corporate directory from oneeasy-to-use interface to locate
contacts quickly. Simply click to call. Media escalation: Add communication methods during a session; for example, add video
to an existing audio session, or add webconferencing to an existing audio or videosession.

Click-to-call: Dial from the contact list by using either the integrated softphone or an
associated IP phone.
Integrated voice and video calling: Exchange ideas faceto face with a coordinated video display on the PCscreen andaudio conversation with the softphone. Users can place video
calls to users.
IP phone association: Use Cisco Unified Personal Communicator to control anIP phone
and make or receive calls.
Conferencing: Createmultiparty voice or videoconferencing sessionsby simplymerging conversation sessionsby using the Cisco UnifiedPersonal Communicator intuitive
interface.
Web conferencing: Launch a web conferencing session immediately to share content, such
as a presentation, with others.
Voice messages: Access Cisco Unity Connection voice-mail messagesview, playback,

sort, and delete messagesall from the same client application.
Microsoft Integration
Cisco Unified Presence implements acomputer-supported telecommunications application
<CSTA)-to-CTI bridge to integrate with Microsoft LCS2005 or Microsoft OCS 2007
interfaces.
is*. i'i.um \
Cisco Unified Communications Manager + Cisco Unified Presence +

LCS/OCS + Microsoft Office Communicator
Cisco Unified Presence implements a CSTA-to-CTI bridge to

integrate with LCS 2005 and OCS 2007
- Click to dial
Phone hook status reporting General phone control from MicrosoftOffice Communicator client
LCS/OCS
Cisco Unified
,,--
Communications î
Manager
tf!f5S
Enterprise Service
SCCP/SIP
Signaling
IP Phones
Microsoft Office Communicator Clients
Cisco Unified Presence includes the following CTI gateway functionalities:

Computer-supported telephony application (CSTA)over SIP interface to Microsoft LCS
2005 and OCS 2007
CTI interface to Cisco Unified Communications Manager endpoints for a specific user is realized, which supports monitoring of Cisco Unified Communications Manager endpoint activity via Microsoft Office Communicator. Support for call establishment and call modification for Cisco Unified Communications Manager
endpoints via Microsoft Office Communicator is also included.
Alinkage ofMicrosoft Office Communicator and Cisco Unified Communications Manager
Tlie functionality provides click todial, phone hook status reporting, and general phone
control directly from the Microsoft Office Communicator client.
5-48
Integrating Cisco Unified Communicalions Applications (CAPPS)v8.0
Cisco Unified Presence Federation

This topic describes how to connect Cisco Unified Presence clusters within the same domain or
in different domains.
IViuIticluster Deployment
Interclustering features are:
- Connect Cisco Unified Presence clusters in the same domain
* AXL synchronizes user information forhome clusterassociation

Cisco Unified Presence 8.0
Cisco Unified Presence 8.0
The deployment topology thatwas covered in previous sections involved a single Cisco Unified Presence cluster communicating witha single CiscoUnified Communications Manager cluster. Presence and IMfunctionality is limited when communications arewithin a single cluster only, Therefore, to extend presence and IMcapability and functionality, these stand-alone clusters can be configured for peer relationships, thus enabling communication between clusters within
the same domain. The figure represents the peerrelationship between CiscoUnified Presence clusters when interconnecting multiple clusters orsites. This functionality provides the ability
for users in one cluster to communicate and subscribe to the presence of users in a different
cluster within the same domain.
To create a fully meshed presence topology, each Cisco Unified Presence cluster requires a
separate peer relationship with each oftheother Cisco Unified Presence clusters within the
same domain. The addressthat is configured in this intercluster peer could be a Domain Name System server (DNS SRV) fully qualified domain name(FQDN) thatresolves to the remote Cisco Unified Presence cluster servers. The address could also simply be the IP address of the
Cisco Unified Presence cluster servers.
The interface between Cisco Unified Presence clusters is twofold, an AXL-SOAP interface.
and a signaling protocol interface (SIP or XMPP). TheAXL-SOAP interface manages the synchronization of user infonnation forhome cluster association, butit is nota complete user synchronization. Thesignaling protocol interface (SIPor XMPP) manages thesubscription and
notification traffic, and it rewritesthe host portionofthe Uniform Resource Identifier(URI) before forwarding if theuseris detected to be on a remote Cisco Unified Presence cluster
within the same domain.
5-49
Performance in a Multicluster Environment

Peering Cisco Unified Presence clusters generates additional traffic in the network and changes
the traffic flow in the network.
~îtt%z*if45BsLif *,
Determine a presence user profile;

* Helps to scale a multicluster
" Number of supported users

Typical number of contacts
Local or remote contacts
Generated traffic proportional to presence user profile

characteristics
Profile B: better network performance and less bandwidth

utilization
User A UserB
20% (6) 50% (15)
80% (24) 50% (15|
When Cisco Unified Presence isdeployed in amulticluster environment, a presence user profile should be defined. The presence user profile helps determine the scale and performance ofamulticluster presence deployment and the number ofusers that can be supported. The
presence user profile helps establish the number of contacts a typical user has, and whether
those contacts are mostly local cluster users or users of remote clusters.
The traffic that is generated between Cisco Unified Presence clusters is directly proportional to the characteristics ofthe presence user profile. For example, assume presence user profile A
has30 contacts with 20 percent ofthe users on a local CiscoUnified Presence cluster and80 percentofthe userson a remoteCisco Unified Presence cluster. We will also assume that presence userprofile B has 30 contacts with 50 percentofthe users on a localCiscoUnified Presence cluster and50 percent ofthe users on a remote Cisco Unified Presence cluster. In this case, presence userprofile B will provide for slightly betternetwork performance and less
bandwidth utilization due to a smaller amount of remote cluster traffic.
5-50
Integrating CiscoUnified Communications Applications (CAPPS) vB.O
Cisco Unified Presence allows forbusiness-to-business communications by enabling
interdomain federation, which provides the ability toshare presence and IM communications
between different domains.
Interdomain federation parameters:
* Two different DNS domains
Cisco ASA in DMZ
Domain B
XMPB
Googl
XMPP
Lotus SamoUfpa'
Federation is a term that describes data serversin different domainsthat can securelyconnectto
one another through a clearinghouse that acts asa central routing point for all server
capabilities.
Interdomain federation requires that twoexplicit DNS domains areconfigured, as well as a security appliance (Cisco Adaptive Security Appliance) inthe demilitarized zone (DMZ) to
terminate federated connections with tlie enterprise.
The figure shows the basic interdomain federation deployment between two different domains,
indicated bydomain Aand domain B.The Cisco Adaptive Security Appliance (ASA) in the DMZ isused as a point ofdemarcation into the enterprise. XMPP traffic ispassed through, whereas SIP traffic is inspected. All federated incoming and outgoing traffic isrouted througli
the Cisco Unified Presence server that is enabled as a federation node, and is routed internally
to the appropriate server inthe cluster where the user resides. Formulticluster deployments,
intercluster peerspropagate the traffic to the appropriate home cluster withinthe domain.
Multiple nodes can beenabled asfederation nodes within large enterprise deployments, where each request isrouted based ona round-robin implementation oftlie data that isreturned from
the DNS SRV lookup.
Cisco Unified Presence uses different protocols to federate with different foreign domains:
Cisco Unified Presence uses the XMPP to federate with:
IBM Sametime Server 8.2 and 8.5

Cisco WebEx Connect Release 6
Google Talk
Cisco Unified Presence version 8 only

5-51
Microsoft OCS Federation

The interdomain federation configuration also allows for a specific federation between Cisco Unified Presence and Microsoft OCS, asdepicted inthe figure. Cisco Unified Presence
provides interdomain federation with Microsoft OCS or LCS to provide basic presence
(available, away. busy, offline) and point-to-point IM.
J^V-jJj-pJ* .
Interdomain federation between Cisco Unified Presence and

Microsoft OCS:
Microsoft OCS or LCS
Basic presence (available, away, busy, offline) andinstant messaging

Domain A DMZ SIP -J=uWiGDomain B Microsoft OCS
^.
Cisco ASA
Network,-
Microsoft Office Communicator
Cisco Unified Presence uses the standard Session Initiation Protocol (SIP RFC 3261) to
federate with Microsoft OCS Release 2.
Cisco Unified Presence must publish a DNS SRV record (SIP, XMPP, and each text
conferencing node) for the domain to allow other domains to discover the Cisco Unified
Presence servers through DNS SRV. With a Microsoft Office Communications Server (OCS)
or Live Communications Server deployment, this procedure is required because Cisco Unified Presence is configured asa Public IMProvider ontheAccess Edge server. If the Cisco Unified Presence server cannot discover the Microsoft domain using DNS SRV. the administrator must
configure a static route on Cisco Unified Presence for the external domain.
The Cisco Unified Presence federation deployment can be configured with redundancy using a
load balancer between the Cisco Adaptive Security Appliance and the Cisco Unified Presence
server. Redundancy can also be achieved with aredundant Cisco Adaptive Security Appliance
configuration.
Additional configuration and deployment considerations regarding a federated deployment can

be found inthe latest version ofthe Integration Guide for Configuring Cisco Unified Presence
for Interdomain Federation, available at:
hltp://w\\w.i;isco.coni/en/US/producis/ps6S37/products installation and_conliguralion guides

lisl.hlml.
In an intercluster and amultinode cluster Cisco Unified Presence deployment, when a foreign Microsoft OCS domain initiates anew session, the Cisco Adaptive Security Appliance routes all messages to a Cisco Unified Presence server that isdesignated for routing purposes. Ifthe Cisco Unified Presence routing server does not host the recipient user, itroutes the message via
intercluster communication lo tlie appropriate Cisco Unified Presence serverwithinthe cluster.
5-52 Integrating Cisco Unified Communications Applications (CAPPS) v8.0
The system routes all responses that are associated with this request through the routing
Cisco Unified Presence server.
Any Cisco Unified Presence server can initiate amessage to aforeign domain via the Cisco Adaptive Security Appliance. When the foreign domain replies to these messages, the replies are sent directly back to the Cisco Unified Presence server that initiated the message via
the Cisco Adaptive Security Appliance. The administrator enables this behavior when configuring Port Address Translation (PAT) onthe Cisco Adaptive Security Appliance.
>201C Cisco Systems, Inc
5-53
Mapping of Presence Status

Thetable fists the state mappings between Cisco Unified Presence and Microsoft OCS.
State mappings between Cisco Unified Presence and

Microsoft OCS:
Out of offi ce
Do not disturb
RED
RED
RED
Away Busy
Busy Busy
Busy
On the phone
YELLOW YELLOW YELLOW
in a meeting
Idle on all clients
Available
Busy
Away
Available
Offline
GREEN
GRAY
Unavailable/offline
Rich presence capability (On the Phone, In a Meeting. On Vacation, and soon), as well as
advanced IM features, are not supported.
5-54
IntegratingCisco Unified Communications Applications(CAPPSI v8 i
Federation Preparation
Additional preparation isrequired before implementing a federated deployment including
routing, public IP addresses. DNS, andcertificates.
Federation Preparation
Plan the integration carefully and consider:
Routing configuration Cisco Unified Presence to Cisco ASA to foreign domain
- Access lists and firewalls
* Public IP address
- Outside interface ofthe CiscoASA

- Use PAT
- DNS configuration Cisco Unified Presence must publish a DNS SRV record
- Publish the DNS SRV record _xmpp-server
Certificate authority (CA) server
- VMien using TLS, upload root certificateto Cisco Unified

Presence server
Routing Configuration
When planning for routing configuration, consider how toroute messages that are destined for a foreign domain address from Cisco Unified Presence through the Cisco Adaptive Security Appliance tothe foreign domain. Consider deploying a routing entity (router, switch, or
gateway) between the Cisco Unified Presence enterprise deployment and Cisco Adaptive Security Appliance. The routing entityroutes messages to the CiscoAdaptive Security Appliance, and the Cisco Adaptive Security Appliance routes these messages tothe foreign
domain.
A Cisco Adaptive Security Appliance can also be deployed as a gateway between Cisco Unified Presence andthe foreign domain. If the administrator usesa CiscoAdaptive Security Appliance as a gateway forCisco Unified Presence within a local enterprise deployment,
consider how Cisco Unified Communications Manager and the Cisco Unified Presence client will access the Cisco Unified Presence server. If Cisco Unified Communications Manager and the Cisco Unified Presence clients are in a different subnet from Cisco Unified Presence, they will need to access the Cisco Unified Presence using the Cisco Adaptive Security Appliance.
If the Cisco Adaptive Security Appliance is deployed behind anexisting firewall in a network,
considerhow to route trafficto the CiscoAdaptiveSecurityAppliance and to Cisco Unified Presence. Onthe existing firewall, configure routes and access liststo routetraffic to the public
Cisco Unified Presence address. The administrator must also configure routes to the foreign domain using the existing firewall.
5-55
Public IP Address
This integration requires a publicly accessible IPaddress for Ihe public Cisco Unified Presence address. Ifno free IPaddress is available that can beassigned, use the outside interface ofthe
Cisco Adaptive Security Appliance as the public Cisco Unified Presence address (ifyou use the
Cisco Adaptive Security Appliance only for availability and IM traffic).
For SIP federation (Microsoft OCS R2), asingle public IP address is required, even ifmultiple
Cisco Unified Presence servers are deployed. The Cisco Adaptive Security Appliance routes the requests from OCS to tlie correct Cisco Unified Presence server using PAT.
ForXMPP federation, choose lo eitherexpose a public IP address for eachCisco Unified
Presence server on which XMPP federation is enabled, orexpose a single public IP address.
DNS Configuration
Inthe local Cisco Unified Presence enterprise deployment, Cisco Unified Presence must
publish a DNS SRV record for the Cisco Unified Presence domain tomake it possible for other domains todiscover the Cisco Unified Presence Server through DNS SRV. The DNS SRV
records reside on the DNS server in the enterprise DMZ. For SIP federation (Microsoft OCS R2). the DNS SRV record jsipfederationtls must be published. The Microsoft enterprise deployment requires thisrecord because Cisco Unified
Presence isconfigured as a Public IM Provider on the Access Ldge server. Inthe external
enterprise deployment, in orderfor Cisco Unified Presence to discover the Microsoft domain. there must be a DNS SRV record thatpoints to thisexternal domain. If the
Cisco Unified Presence Server cannot discover the Microsoft domain using DNS SRV,
configure a static route onCisco Unified Presence that points tothe public interface of this
external domain.
For XMPP federation, publish theDNS SRV record _xmpp-server. This record enables federated XMPP domains to discover the Cisco Unified Presence domain so that users in both
domains can exchange IM and availability infonnation over XMPP. Similarly, foreign domains
must publish the xmpp-server record in theirpublic DNS server to enable Cisco Unified Presence to disco\er the foreign domain.
Certificate Authority (CA) Server

ForSIP federation, the Cisco Adaptive Security Appliance in the CiscoUnified Presence
enterprise deployment, and the Access Edge Server inthe Microsoft enterprise deployment, share IM and availability over a Secure Sockets Layer TLS (SSL/TLS) connection. Each enterprise deployment must present a certificate thatis signed byanexternal CA. However, each enterprise deployment may be using a different CA. Therefore, each enterprise
deployment must download the root certificate from the external CA ofthe other enterprise
deployment to achieve mutual trust between the two enterprise deployments.
ForXMPP federation, choose whether to configure a secure TLS comiection. If the administrator configures TLS, on Cisco Unified Presence, upload the root certificate ofthe CA that signs the certificate ofthe foreign enterprise. This certificate must exist in the certificate trust store on Cisco Unified Presence because theCisco Adaptive Security Appliance does not
terminate the TLS connections for XMPP federation. Cisco Adaptive Security Appliance acts
as a firewall for XMPP federation.
5-56
Enterprise Instant Messaging and Persistent

Chat
Thistopic describes enterprise instant messaging (EIM) including persistent chat, message
archiving, and compliance.

Cisco Unified Presence supports:
Enterprise instant messaging (EIM) features of the Jabber
Extensible Communications Platform (XCP)
Multidevice user experience (SIP to XMPP) * Text conferencing (or multiuser chat)
Ad hoc group chat
Persistent group chat
Offline Instant messaging
Cisco Unified Presence IDS database Cisco Unified Presence memory

External database to store rooms and
conversations
Ad hoc group chat

Persistent chat
Cisco Unified Presence incorporates the supported EIM featuresofthe Jabber XCP, while allowing for some modifications to enhance support for multidevice userexperience. Cisco Unified Presence changesthe JabberXCP IM routingarchitecture to allowfor initial instant messages to be routed to all of thenonnegative priority logged-in devices of theuser, rather than routingto the highest-priority device,as is done with existingJabber XCP installations. Backward compatibility supportfor point-to-point IM betweenCisco UnifiedPresenceSIP
clients and XMPP clients is provided by an IM gateway.
Text conferencing, sometimes referredto as multiuserchat, is definedas ad hoc group chat. Persistent group chat and is supported as part ofthe Jabber XCP feature set. In addition, offline IM (storinginstantmessages for users who are currentlyoffline) is also supported as part of the
Jabber XCP feature set. Cisco Unified Presence manages storage for each of these IM features
in different locations:
Offline IM is stored locally in the Cisco Unified Presence Informix Dynamic Server (IDS)
database.
Ad hoc group chat is stored locally in memory on Cisco Unified Presence.
Persistent group chat requiresan externaldatabaseto store chat rooms and conversations.
The only external database that is supported is PostgreSQL (see
Note
http://www.postgresql.ory/).
5-57
Jabber XCP in Summary

This section answers some questions about Jabber XCP.
What is Jabber XCP?

- Jabber XCP is used for
Presence EIM
XMLrouting platform
What is XMPP?
* A native XML streaming protocolthat connects multiple IM

and presence systems
- Codified by the IETF, XMPP is the only lETF-approved Internet standard for presence and messagingtechnologies.
These are Jabber XCP frequently asked questions:

a What is Jabber XCP?
The Jabber XCP is a presence, messaging, and XML routing platform thatis designed for
the United States federal government.
What is EIM?
The differences between consumer IM and EIM resemble the differences between a
consumer email service like Hotmail and an enterprise email service like Microsoft Exchange or LotusNotes. Most businesses do not rely on a consumer-oriented, web-based
email system for corporate email, and the same is true of IM. What are presence and extended presence?
Presence is the online availability of anyperson, application, or device to exchange information with any other online person, application, or device.
Extendedpresence refers to online attributes thatchange overtime, 'fhese attributes may

convey geographic location, differinglevels of availability, capability, and role. Presence enables real-time online communication, andthe ability to see who is online anywhere in
theworld (whether on a computer, phone, or mobile device) and immediately bring people,
ideas, applications, and devices togetherusing a secureyet flexible interface.
What is XMPP?
The XMPP is a native XML streaming protocol thatconnects multiple IMand presence
systems. Codified by the IETF, XMPP is the only lETF-approved Internetstandardfor
presence and messaging technologies.
5-5S
How secure is Jabber XCP?
Jabber XCP is secure enough to support compliance regulations such as the Securities
Exchange Commission (SEC) and Health Insurance Portability and Accountability Act (HIPAA) regulations. JabberXCPsecurity is usedand trusted by the United States federal government. It adheres to various accepted security industry standards including SSL. TLS, HTTPS. andSimple Authentication and Security Layer (SASL). JabberXCPis also flexible enoughto be deployed in environments with highly customized securitymethods.
means, and integration requirements. Does Jabber MomentlM federate with public IM systems such as Google Talk, AOL Instant Messenger, Windows Live Messenger, or Yahoo! Messenger?
GoogleTalk is based on XMPP,so it interoperates with Jabber MomentlM. The AIM Gatewayfrom Jabber,Inc., is an optionaladd-onthat allowsJabber MomentlMusers to communicate with AOL users. Open-source transports allow Jabber MomentlM to
communicate with users of Microsoft Windows Live Messenger and Yahoo! Messenger.
How does the Cisco acquisition affect existing customers of Jabber? Ciscohas integrated the Jabber presenceand messagingtechnology into Cisco platforms. including CiscoWebExConnectIM, Cisco UnifiedPresence, and Cisco Unified Personal
Communicator.
5-59
PostgreSQL
PostgreSQL is a powerful, open-source object-relational databasesystem. It has more than 15 years of active development anda proven architecture thathas earned it a strong reputation for
reliability, data integrity, and correctness.
â^L-r-dh_.^b*t. *t 43kmilu, *&*&<*
PostgreSQL is a powerful, open source object-relational

database system:
More than 15 years of active development and a proven arcliitedure Runs on all major operating systems, including Linux, UNIX (AJX, BSD, HP-UX, SGI IRIX, Mac OS X, Solaris, Tru64), and Windows - Includes most SQL Server 2008 data types, including INTEGER, NUMERIC, BOOLEAN, CHAR, VARCHAR, DATE, INTERVAL, etc. Supports storage of binary large objects, including pictures, sounds,
or video
Native programming interfacesfor C/C++, Java, .Net, Perl, Python,

Ruby. Tel, ODBC, among others
Maximum Database Size Maximum Table Size
Unlimited 32 TB
Maximum indexes per Table Unlimited
PostgreSQL runs on all major operating systems, including Linux, UNIX (AIX, BSD, HP-UX.
SGI IRIX. MacOS X. Solaris. Tru64). and Windows. It is fully atomic, consistent, isolated, anddurable (ACID)-compliant, andhas complete support for foreign keys, joins,views, triggers, and storedprocedures (in multiple languages). It includes most SQL Server2008 data types, including INTEGER. NUMERIC, BOOLEAN, CHAR, VARCHAR, DATE, INTERVAL, andTIMESTAMP. It alsosupports storage of large binary- objects, including pictures, sounds, or video. It has native programming interfaces for C/C++, Java, .Net, Perl, Python. Ruby. Tool Command Language (Tel), Open DataBase Connectivity (ODBC), among
others.
An enterprise-class database. PostgreSQL boasts sophisticated features such as Multi-Version Concurrency Control (MVCC). point-in-time recovery, tablespaces, asynchronous replication, nested transactions (savepoints), onlineand hot backups, a sophisticated query plannerand optimizer, and write-ahead loggingfor fault tolerance. It supports international charactersets,
multibyte character encodings. Unicode, and it is locale-aware forsorting, case sensitivity, and
formatting. It is highly scalable both in the quantity of data it can manageand in the numberof concurrent users it can accommodate. There are active PostgreSQL systems in production
environments thai manage in excess of 4 IB of data.
Some general PostgreSQL limits are presented in the following table.

Limit Maximum Database Size Value Unlimited 32 TB 1.6 TB 1 GB Unlimited
Maximum Tabte Size Maximum Row Size Maximum Field Size
Maximum Rows per Table
Maximum Columns per Table

Maximum Indexes per Table
250 to 1600, depending on column types

Unlimited
5-61
Persistent Group Chat

Persistent group chat requires an external database to store the text conference content.
tr&&a&.âhtB-m,Ww&hii., ' JJ*ujZ2i.jil.i~h. I
Cisco Unified Presence persistent group chat requires:

' External database PostgreSQL
One database instance for each Cisco Unified Presence server
_j_.
Suhduster3
PostgreSQL
Cisco Unified Presence uses the basic interfaces oftheexternal database and does not provide
anyadministration, interface hooks, or configuration ofthe database. Cisco requires a separate database instance foreach server inthe cluster when Cisco Unified Presence isdeployed with persistent group chat. Hie database instances can share the same hardware butarenotrequired
to do so.
Message Archiving and Compliance

As part ofthe Jabber XCP architecture, CiscoUnifiedPresencecontains a MessageArchiver component that allows for loggingof text conferencing, federated, and intercluster messages
into an external database as part of a nonblocking native compliance.
iessage Archiving and Compliai

Cisco Unified Presence messaging archiving and compliance requires:
- Logging oflM, nonblocking native compliance requires PostgreSQL
(shared database) * Or blocking third-party compliance solution to apply policies
PostgreSQL or Third-Party Compliance
Sub-dusted
SuB-Clusler4
Cisco Unified Presence native compliance and message archival requires a PostgreSQL database instance per cluster, as shown in the figure. The same database can be shared with
many clusters. However, a largenumberof usersin a multicluster deployment might require

multiple database servers.
A blocking third-party compliance solution, which not only allows logging of messages but also applies policy to message delivery and message content, is provided through a third-party compliance server solution.
Cisco Unified Presence third-party compliance requires a compliance server for each server in
the cluster.
Designing Cisco Unified Presence

This topic describes howto deploy Cisco Unified Presence in difference example scenarios.
Supported IP telephony deployment models:

' Single-site deployment Multisite WANwith centralized call processing Multisite WANwith distributed cail processing Clustering over the IP WAN {not supported by Cisco Unified Presence)
Manager
ClusJer ~.
Branch
Cisco Unified Communications Managerprovides a choice ofthe following deployment

models:
Single site
Multisite WANwith centralized call processing

Multisite WAN with distributed call processing
Clustering over the WAN
Cisco Unified Presence is supported with the following Cisco Unified Communications Manager deployment models: single-site centralized call processing, multisite centralized call processing, and multisite distributed call processing. However, all the serversin the Cisco
Unified Presence cluster mustbe colocated withthe Cisco Unified Communications Manager publisher. For more information on Cisco Unified Communications Managerdeployment
models, see ihe chapter Unified Communications Deployment Models in the Cisco Unified Communications System 8.x Solution Reference Network Design (SRND) at: hiip://u\\\v.LiiCo.conv'en/US''doch/\tiice_ip_conini/ciicin/snKi/8x/niodels.hlml#\\p.\re06639.
Integrating Cisco Unif eO Communications Applications (CAPPS) v8 0
Cisco Unified Presence Server Performance

Cisco Unified Presence server clusters support single-server as well as multiserver
configurations. However, if multiple servers are used, each server must be on the same type of
server platform as the publisher server.
Cisco Unified Presence Cisco Unified Presence supports:

- Single and multiserver configuration * Same type of server platform required Maximum number of supported users per cluster: 15,000
Cisco MCS 7816 Cisco MCS 7825
500 1.000
Cisco MCS 7835 or Cisco UCS B-Series Blade Server
2,500
5,000
(2 vCPU, 4 GB RAM, 80 GB drive, 1 vNIC)

Cisco MCS 7845 or Cisco UCS B-Series Blade Server
(4 vCPU, 4 GB RAM, two 80 GB drives, 1 vNIC)
The table lists the hardware platform requirements for the Cisco Unified Presence server as well as the maximum number of users that are supported per platform. For example, if a Cisco Unified Presence cluster is deployed with three Cisco MCS 7825 servers, each forming their own subcluster. a total of 3000 users would be supported. The maximum number of users that are supported for a Cisco Unified Presence cluster is 15,000 users.
For additional hardware specifications, refer to the Cisco MCS documentation available at: http;//ww-u.cisco.com/'cn/lJS/prodiicts/liw/voiccapp/ps378/piodjnodcls_hoinc.html.
For the Cisco Unified Communications Manager and Cisco Unified Presence integration options, refer to the Cisco Unified Communications Manager Software Compatibility Matrix: http://w-\\\v.cisco.com/'en''US/docs/\oice_ip_comm/ciicin/compal/ccnicompmatr.html.
5-65
Single Cisco Unified Communications Manager Cluster with

Ihe figure shows the requirements of a single Cisco Unified Coimnunications Manager cluster, which requires Cisco UnifiedPresence. The hardware type is alreadypreselected.
t-imnlc
Depbyment requirements:
* 4000 users that could scale to 13,000 users
Single Cisco Unified Communications Manager duster

Instant message logging and compliance not needed
Hardware:
- Cisco MCS 7845 servers
Develop a design for the CiscoUnified Presence solutionthat is integrated with CiscoUnified
Single Ci
Cluster
Unified Cisco
Deployment requirements:
4000 users that could scale to 13,000 users
Single Cisco Unified Communications Manager cluster Instant message logging and compliance not needed
Hardware:
Cisco MCS 7845 servers
Deployment:
Three single-server subclusters using user assignment mode = balanced
A Cisco Unified Presence server that is based on Cisco MCS 7845 can host up to 5000 users.
To scale up to 13,000users, three CiscoUnified Presenceserversare required. An external database is not required because IM logging and compliance is not requested.
Cisco Unified Presence users are assigned based on the Sync Agent service parameter. User
Assignment Mode. Bydefault, all users arebalanced across all servers in the cluster, andCisco
recommends leaving this parameter set to its default value,
A value of Active/Standby will assignusers to the first server in a subcluster only, and this setting should not be used. A CiscoUnified Presence cluster deployment allows for eachserver in the subcluster to supportup to the maximum numberof users. Cisco recommends deploying subclusters with a single serverand creatingup to three subclusters before addinga second
server to any subcluster.
5-67
u.i.u m i'o it ia* i"a

iCUCi'
500 users that could scale to 2500 users
1 Single Cisco Unified Communications Manager cluster

< Instant message archiving required
Hardware:
Develop a design for a Cisco Unified Presence solution that is integrated withCisco Unified
5-68
Single Cisco Unified

Cluster with Cisco Unified Presence
500 users that could scale to 2500 users
- Single Cisco Unified Communications Manager cluster Instant message archiving required Hardware:
Deployment:
One single-server subclusterwith a PostgreSQL database instance
PostgreSQL
The figure showsa singleCisco Unified Communications Managercluster with a Cisco Unified Presencedeployment optionbased on the CiscoMCS 7835, which supports up to 2500 presence users. A PostgreSQL database is required for message archiving.
>201G Cisco Systems, Inc.
5-69
Cisco Unified Communications Manager Business Edition with

Thefigure shows the requirements of a Cisco Unified Presence solution including Cisco
Unified Communications Manager Business Edition.
' 100 users that could scale to 500 users
" Cisco Unified Communications Manager Business Edition Instant message archiving and persistent chat required
Hardware:
- Cisco MCS 7825 server
Develop a design for a Cisco Unified Presence solutionthat is integrated with Cisco Unified
Communications Manager Business lidition.
5-70
Cisco Untfied Communications Manager Business Edition with Cisco Unified Presence (Cont)
100 users thai could scale to 500 users
Cisco Unified Communications Manager Business Edition Instant message archiving and persistent chat required
Hardware:
Cisco MCS 7825 server
Deployment:
One single-server subcluster with a unique PostgreSQL database
instance per server in the cluster for persistent chat functionality
Cisco Unified Com irun (cations
Manager Business
Edlon
PostgreSQL
The figure shows a single Cisco Unified Communications Manager Business Edition with Cisco Unified Presence deployment option with a PostgreSQL database for message archiving
and persistent chat.
A Cisco Unified Communications Manager Business Edition scales up to 500 users, and a
Cisco MCS 7825 for Cisco Unified Presence scales up to 1000 presence users.
! 2010 Cisco Systems, Inc.
Cisco Untfied Presence Implementation
5-71
Two Cisco Unified Communications Manager Clusters with

Thefigure shows therequirement of two Cisco Unified Coimnunications Manager clusters,
which require Cisco Unified Presence.
* 11,000 users that could scale to 24,000 users
* Two Cisco Unified Communications Manager clusters * Instant message logging and compliance not needed
Hardware:
- Cisco MCS 7845 servers
Develop a design for Cisco Unified Communications Manager and Cisco Unified Presence.
5-72
"2010 Cisco Systems, Inc
Two Cisco Unified Communis
Clusters with Cisco Unified Presence {Cont)

11,000 users that could scale to 24,000 users Two Cisco Unified Communications Manager dusters
Instant message logging and compliance not needed

Hardware:
Qsco MCS 7845 servers
Deployment:
Two Cisco Unified Presence clusters (one per Cisco Unified
Com munications Manager cluster), each with three subclusters with one
server each using User Assignment Mode = balanced
The requirement includes up to 24.000 users. One cluster can scale up to 15,000 users. Therefore, two clusters must be implemented to serve all users with presence features.
Because onlyoneCiscoUnified Presence cluster canpointto a CiscoUnified Communications Manager cluster, the Cisco Unified Communications Manager cluster mustbe splitinto two
clusterseven if the maximum number of supported users in a Cisco Unified Communications Manager cluster is 30,000 users.
5-73
Quality of Service
Cisco Unified Personal Communicator marks Layer 3 IP packets via differentiated services
code point (DSCP).
Ot;
- Cisco Unified Personal Communicator marks Layer 3 IP packets via DSCP:
Call signaling traffic is marked with a DSCP value of 24. RTP media traffic is marked with a DSCP value of 46.
Computer traffic is typically untrusted. The network device will remove DSCP markings made by an application on Ihe PC.
* Routers and switches must allowthese DSCP markingsfor the port ranges
used by Cisco Unified Personal Communicalor.
Application
Voce Video
EF CS4
46 32
Call signaling
CS3
24
Tlie Cisco Unified Personal Communicator client marks callsignaling traffic witha DSCP value of 24. or a per-hop behavior (PHB) value of CS3, and it marks Real-Time Transport Protocol (RTP) media traffic with a DSCP value of 46(PHB value ofExpedited Forwarding [EF]). Video traffic will be marked witha PHB value of CS4(DSCP value of 32),
PC traffic is typically untrusted, and thenetwork will strip DSCP markings that aremade by an application on a PC. Therefore, access routers andswitches must be configured to allowthese
DSCP markings for the port ranges used by the Cisco Unified Personal Communicator.
Typically, networks are configured to strip DSCP markings from computer traffic. Therefore, if
the administrator wants Cisco Unified Personal Communicator traffic to be marked, the
administrator mustconfigure switches and routers to apply DSCP markings to computer traffic basedon the port ranges used by the application. Configure destination addresses with which
Cisco Unified Personal Communicator communicates.
5-74
Inlegraling Cisco UnifiedCommunications Applications (CAPPS) v8.0
Cisco Unified Personal Communicator Port Usage

Cisco Unified Personal Communicator communicates with different servers using the protocols
shown in the table.
Cisco Unified
Port Usage
69
80
UDP
TCP
TFTP
HTTP
143
369 443
TCP
TCP TCP
I MAP (TLS or plain TCP)

LDAP HTTPS
993
2748
5060 5031
5222
TCP
TCP
UDP/TCP UDP/TCP
XMPP
IMAP (over SSL)

CTI-QBE
SIP SecureSIP
IM
7993
8080
TCP
TCP
IMAP(ovorTLS, Coco Lhity Connection specific)

CCMCIP
B191 16384-32766
TCP UDP
SOAP RTP
As shown in the table, Cisco Unified Personal Communicator uses a number of protocols for
communication:
TFTP: Loads the configuration file from Cisco Unified Communications Manager HTTP: Communication with conferencing server
IMAP: Used for communication with the voice-mail server
LDAP: Contact search and resolution in Cisco Unified Personal Communicator
>
HTTPS: Secure communication with conferencing server

IMAP over SSL: Secure communication with Cisco Unity server
CTI-QBE: Used in deskphone mode for IP phone control SIP: Signaling protocol for softphone mode
Secure SIP: SIP over TLS
XMPP: IM with Cisco Unified Presence
IMAP over TLS: Used for secure voice mail with Cisco Unity Connection
CCMCIP: Used in deskphone mode for obtaining a list of associated devices

SOAP: Used for secure login to Cisco Unified Presence over HTTPS RTP: Media streaming
5-75
Summary
sj a i
End users can only be configured on Cisco Unified Communications Manager and are synchronized to Cisco Unified
Presence when integrating both applications. Cisco Unified CommunicationsManager supports native presence for BLF or call history. Cisco Unified Presence is required for Cisco Unified IP Phone Messenger or Cisco Unified Personal
Communicator.
Cisco Unified Presence can be federated with other domains via
XMPP, for example, with Google Talk or via SIP with Microsoft
OCS.
Persistent chat, message archiving, and compliance require external databases, for example, PostgreSQL. When designing Cisco Unified Presence and the requirement is
more than 15,000 users, more Cisco Unified Presence clusters are
required, but also Cisco Unified Communications Manager

clusters.
The lesson covered the Cisco Unified Presence architecture, protocols, and interfaces. The
different Cisco Unified Presence approaches were explained. Enterprise instant message using Jabber XCP and the PostgreSQL database forpersistent chator compliance were described. At
the end. some example Cisco Unified Presence deployments were designed in a single and
multisite deployment mode.
References
Interdomain Federation Enable Business-to-Business Exchange of Ciscoand Microsoft

Presence and IM at:
hltp:./\\^\\\.ci^co.coiiL',cii/lJS/pnid/coHateral/voiccsw''p.s6788/vgallcoii/pb68j7/
solution__overview c22-5 14646.html
Instant Messaging ComplianceGuidefor ('isco UnifiedPresence Release 8.0 at: http:Veisa>.com.;ciL'US'docs/Yoice ip camm/cups/8 O/english/complianco/giiide/
CUPlMCompliance.html
Deployment Guidefor Cisco Unified Presence Release 8.0 at:
http: ''cisco.coin/cn/US/docÂoiceip eonmi/cups/8 ()/engli^h.'install_ upgrade/deployment

.guide! 'UPdepIoy.html
Cisco Umfied Communications System 8.x SRND, "Cisco Unified Presence," at: http: "aww.ci.sco.com/en'US/docsAoice ip conun/eiicni/srnd/8\/prcsencii.html
Lesson 3
Integrating Cisco Unified

Presence
Overview
This lesson describes theintegration of Cisco Unified Communications Manager and Cisco
Unified Presence. First the Cisco Unified Communications Manager is prepared to be connected to Cisco Unified Presence and the users are assigned with presence capabilities.
Cisco Unified Presence is the set up to connectwith CiscoUmfiedCommunications Manager

and system settings are modified.
Objectives
Upon completing this lesson, you will beable todescribe how tointegrate Cisco Unified
Presence with Cisco UnifiedCommunications Managerand Cisco UnifiedCommunications
applications. This ability includes being able to meet these objectives:
Enable presence for Cisco Unified Communications Manager end users

Describe the application listenerand tlie configuration ofthe listeners
Set the Cisco Unified Presence system settings
Enable intercluster peering
Configuring Cisco Unified Communications Manager for Presence Integration

This topic describes howto integrate Cisco Unified Presence withCisco Unified
'fi; I iii uli.i'j Cim o i m kit I'i
j>n
Cisco Unified Communications Mai
1 K
V
I
CUP = Cisco Unified CUPC = Cisco Uulied Peisonal CommuncatCH
i
~4>
V "5' \ r-- *-
Depending onthe required features, some orall parts that are presented inthe figure must be
implemented.
This lesson will describe the minimum configuration that is needed to loginto Cisco Unified
Personal Communicator and set up an intercluster peer betweentwo CiscoUnifiedPresence
clusters.
Note
VWh Cisco Unified Presence 8.0, theadministrator doesnot have to manually add
Cisco Unified Presence as an Application Server on Cisco Unified Communications
Manager anymore. When you configure the Cisco Unified Communications Manager
publisher on Cisco Unified Presence from Cisco Unified Presence Administration >
System >CUCM Publisher, the Cisco Unified Presence node is automatically added to the Application Server liston Cisco Unified Communications Manager.
5-78
Assign Capabilities to End Users

End users cannot be created in Cisco Unified Presence. They must be enabled on Cisco Unified Communications Manager to be imported to Cisco Unified Presence.
Assign Capabilities to End Users

Navigate to System > Licensing > Capabilities
Assignment.
Assign capabilities to the users.
Select the users and enable Cisco Unified Presence.
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To enable end users in Cisco Unified Communications Manager for presence functionality,
navigate to System > Licensing > Capabilities Assignment Select the users, in thisexample
John Doe and Jane White, who should be enabled for presence. Click Bulk Assignment and the LicenseCapabilities Assignment Configuration windowopens.Capabilities Assignment allowssystem administrators to enablethe CiscoUnified Presenceand CiscoUnified Personal Communicator capabilities for end users in Cisco Unified Communications Manager. Ensure
that licenses for Cisco Unified Presence and Cisco Unified Personal Communicator are
available. Check the following check boxes:
Enable CUP (Cisco Unified Presence): Check this check box to enable Cisco Unified
Presence for the selected users.
Enable CUPC (Cisco Unified Personal Communicator): Check this check box to enable
Cisco Unified Personal Communicator for the selected users. If Cisco Unified Personal
Communicator is required, Cisco Unified Presence must also be enabled.
5-79
Associating Devices and End Users

Cisco Unified Presence shows the presence status, which isbased online appearances.
Associating Devices and End

Navigate to Management > End User.
s Associate a device with the user.
* Atcpcjahoii
Navigate to the end-user directory number via Device

> Phone.
Select the phone and the line.

* Associate end users with a line.
For the end users, associate the controlled IP phone underManagement > End Users. To
associate a device with an end user, click the Device Association button and select the IP
phone that is controlled by the end user. After the device is associated, the Controlled Devices
field displays thedescription information (forexample, the MAC address) thatthe end user
controls.
Navigate to the directory number ofthe end user, which in thisexample is 2001 for John Doe. Click Associate End Users and select therelevant enduser, inthis example, John Doe. After clicking AddSelected the user association is in place as shown in the figure.
SIP Trunk Security Profile

Cisco Unified Communications Manager andCiscoUnified Presence are connected via Session Initiation Protocol (SIP). TheSIPtrunk mustbe enabled to support presence information.
SIP Trunk Security Profile

Navigate to System > Security > SIP Trunk Security
Profile.
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Adda SIP trunk security profile for an integration withCiscoUnified Presence. Tliefollowing
settings must be made:
Enter a name anda description for the security profile. Thedescription can include up to 50 characters in anylanguage, but it cannot include double quotes ("), thepercent sign(%).
ampersand (&). backslash (\), or angle brackets (< >). In the Device Security Mode drop-down list, select one ofthe following options:
Non Secure (default): No securityfeaturesapply except imageauthentication. A TCP or User Datagram Protocol (UDP)connection opens to Cisco Unified
Communications Manager. Authenticated: Cisco Unified Communications Manager provides integrity and
authenticatjpn for the trunk.A Transport Layer Security (TLS) connection that uses
NULL Secire Hash Algorithm (NULL/SHA) opens. Encrypted| Cisco Unified Communications Manager provides integrity,
authentication, and signaling encryption for the trunk. A TLS connection that uses Advanced Encryption Standard (AES) AES128/SHA opens for signaling.
The IncomingTransport Type is set automatically depending on the device securitymode. When the Device Security Mode is set to Non Secure, and TCP+UDP (default) specifies
the transport type.) When the Device Security Mode isAuthenticated orEncrypted. TLS
specifies the transport type. TlieTLS protocolsecures the connection betweenCisco
Unified Communications Manager and the trunk.
For the Outgoing Transport Type, choose theoutgoing transport mode. When die Device
Security Mode isNon Secure, choose TCP (default) orUDP. When the Device Security
Mode is Authenticated or Encrypted. TLS specifies thetransport type. TLS ensures signaling integrity, device authentication, and signaling encryption for SIP trunks. Choose theIncoming Port. Enter a value that is a unique port number from 1024 to 65535. Thedefault port value for incoming TCP and UDP SIP messages specifies 5060. The default SIP secured port forincoming TLS messages specifies 5061. AllSIP trunks that use
TLS can share the same incoming port; all SIP trunks that use TCP and UDP can share the
same incoming port. SIP TLS transport trunks with SIP non-TLS transport trunk types on the same port cannot be mixed. Ifthe incoming packet rate on a SIP trunk UDP port from a single IP address exceeds the configured SIP Trunk UDP Port Throttle Threshold during
normal traffic, reconfigure the threshold. When a SIP trunk and SIP station share the same
incoming UDP port, Cisco Unified Communications Manager throttles packets that are
basedon the higherof the two service parameter values.
The following four check boxes are important and must be set:
Check the Accept Presence Subscription check box to accept presence subscription
requests that come via the SIP trunk.
Check the Accept Out-of-Dialog REFER check box to accept incoming non-INVITE,
Out-of-Dialog REFER requests that come via the SIP trunk.
Check the Accept Unsolicited Notification check box to accept incoming non-INVITE,
unsolicited notification messages that come via tlie SIP trunk.
Check the Accept ReplacesHeader check boxto accept newSIPdialogs thathave

replaced existing SIP dialogs.
Tlie settings that are not mentioned arenot required for an integration withCisco Unified
Presence.
5-82
SIP Trunk to Cisco Unified Presence

Configure the SIP trunk pointing to Cisco Unified Presence and select thepreviously
configured SIP trunk securityprofile.
SIP Trunk to Cisco Unified Presence
Navigate to Devices > Trunk and add a new SIP

trunk.
* Enter the Cisco Unified Presence IP address and port number and select the SIP trunk security profile.
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To add a new SIP trunk, go to Devices > Trunk and add a new SIP trunk. Selectthese parameters: Trunk Type SIPTrunk, Device Protocol SIP,andTrunk Service TypeNone, which
is the default.
Note
Choose the option None ifthe trunk will not be used for Call Control Discovery (CCD), Cisco Extension Mobility Cross Cluster (EMCC), or Cisco Unified Intercompany Media Engine.
Add a device name and a description. Add the mandatory settings, like device pool. In the SIP Information configuration area, set the following parameters:
The Destination Address represents the remote SIP peer with which this trunk will
communicate; in this case the Cisco Unified Presence server IP address. The allowed
values for this field specify a valid v4 dotted IP address, a hostname, a fully qualified domain name (FQDN), or a Domain Name System server (DNS SRV) record, only if the Destmation Address is an SRV field is checked. SIP trunks only accept incoming requests
from the configured Destination Addressand the incoming port that is specifiedin Ihe SIP
trunk security profile that is associated with this trunk.
Choose the destination port. Ensure that the value that you enter specifies any port from
1024 to 65535. The default 5060 indicates the SIP port.
The Presence Group does not affect the Cisco Unified Presence integration. The same is true for the Subscribe calling search space (CSS).
5-83
Choose the previously configured SIP trunk security profile and apply ittothe SIP trunk. A
SIP trunk security profile must be applied to all SIP trunks. Cisco Unified Communications
Manager pro\ides a predefined, nonsecure SIP trunk security profile, which cannot beused
because it docs not accept SIP presence information.
Selecta SIP profilethat can be tlie predefined SIP profile.
The settings that arenotmentioned arenotrequired for integration with Cisco Unified
Presence.
Cisco Unified Presence Publish Trunk

Configure the Cisco Unified Presence publish trunkin the Cisco CallManager service parameters. This information will be readout by CiscoUnified Presence.
Configure the Cisco Unified Presence publish trunk in the

Cisco CallManager service parameters.
Select the previously configured SIP trunk.
--^"-cup Modify the timers if necessary.
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In addition, verify that the AXL service is running on Cisco Unified Communications Manager.
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The following explains the parameter and timers: The CUP PUBLISH Trunk parameter specifies the SIP trunk that Cisco Unified Communications Manager uses to send PUBLISH messages that pertain to presence
activities in Cisco Unified Presence.
Tlie Default PUBLISH Expiration Timer setting specifies the Expires header value that Cisco Unified Communications Manager sends in outgoing PUBLISH messages. Tlie Expires header value indicates the suggested lifetime ofthe event state publication, in seconds. The range is from 120 to 86,400 seconds. The default is 3600 seconds.
The Minimum PUBLISH Expiration Timer setting specifies the minimum Expires header value, in seconds, that Cisco Unified Communications Manager will accept in an incoming PUBLISH response. If the PUBLISH responsecontains a value that is less than the number configured in this parameter, Cisco Unified Communications Manager uses the value in this parameter instead. The substitution is necessary to prevent the far end from setting an extremely low expiration value. Without this substitution, Cisco Unified Communications Manager could send PUBLISH refresh messages at a very high rate, which could cause performance degradation on Cisco Unified Communications Manager. The range is from
60 to 120 seconds. The default is 60 seconds.
Cisco Unified Presence reads out information from the Cisco Unified Communications
Manager database via Administrative XML (AXL). Verify that the AXL service is activated on
Cisco Unified Communications Manager.
! 2010 Cisco Systems, Inc.
Cisco Unified Presence System Settings

This topic describes how toset up Cisco Unified Presence and tofinish the Post Install Setup.
After you are finished with the Cisco Unified Presence installation, go through the Post Install Setup procedure.
* Enter the hostname and IP address of Qsco Unified
Past Install Setup
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Thefinal install steps for this Cisco Unified Presence server need to be completed when
browsing the first time to Cisco Unified Presence.
Tlie Cisco Unified Communications Managerpublisher is the node that the Cisco Unified Presence serverwill communicate with to receiveend-userupdates. Configure the Hostname and IP Address of CiscoUnifiedCoimnunications Manager.
Tlie second stepis the AXL configuration. AXL is the application programming interface (API)
that Cisco Unified Presence uses to communicate with the Cisco Unified Communications
Manager publisher. Enter the required AXL login infonnation for the Cisco Unified Communications Manager publisher. In this example, the cucmadmin (default name is
CCMAdministrator) administrator account is used, because the account hasfull access rights.
including AXL.
Note In nonlab scenarios, it is recommended to create a new application user with onlyAXL roles
assigned.
The third and last step is the IP Security(IPsec) securitypassword, which is usedto secure communication between Cisco Unified Communications Managerand Cisco Unified Presence. This password must matchthe securitypasswordas configured on the Cisco Unified
Communications Manager publisher. After finishing these steps, verify and confirm the information.
A note miglit be displayed as follows: "CUCM Hostname does not resolve to a valid IP Address. ITiis is expected behavior if the network does not have DNS."
Cisco Unified Communications Manager Publisher

Verify the status of Cisco Unified Communications Manager from Cisco Unified Presence
administration and test reachability and AXL services.
ianaqer
For a status check, go to System > CUCM

Publisher:
* Modify the configuration if necessary. The information was entered during Post Install Setup.
Use the controls on this windowto configure CiscoUnified Presenceto use a different Cisco Unified Communications Manager publisher than originally configured, and to
reconfigure the usemame andpassword for AXLAPI access to the associated CiscoUnified
Communications Manager publisher node.
The following tests are executed:
Publisher Reachability (pingable): If successful, Cisco Unified Presence can reach (ping)
the Cisco Unified Communications Manager publisher.
PeerConnectivity (via AXL): If successful, CiscoUnified Presence establishes a

connection over the AXL interface to the Cisco Unified Communications Manager
publisher.
Publisher Security Login (IPSec): If successful, CiscoUnified Presenceuses the security password to connect to the Cisco Unified Communications Manager publisher.
Publisher Version: If successful, the version ofthe Cisco Unified Communications
Manager publisher displays.
5-87
Implementing Cisco Unified Presence

Configure the integration for Cisco Unified Presence with Cisco Unified Communications
Manager. Tlie figure shows all parameters that arerelated to different requirements of a Cisco
Unified Presence implementation.
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CLP = Cisco Unified Presence
CUPC = Qsco Unified Personal

Communicator
First, activate the relevantservices on Cisco Unified Presence: CiscoAXL-Web Service, Cisco UP SIP Proxy, Cisco UP Presence Engine, and tlie relevant Cisco UP XCP services. Other configuration options depend on anyintegration with other products.
Most applications needto be enabled and users mustbe assigned lo usethe application; for example, the deskphone control application. Phone control needs computer telephony integration (CTI). If something is not working, check the access rights ofthe end users, the application user, or the Cisco CTIManager service on Cisco Unified Communications Manager.
Cisco IP Phone Messenger and the use of Cisco Unified Personal Communicator can be
configured, and will be explained in more detailduringthis lessonand the next lessons. A gateway needs to be configured to connect to Cisco Unified Communications Manager or a Microsoft Outlookenvironment for CTI or calendarintegration. When a Cisco Unified Communications Manager server is configured as a presencegateway, the Cisco Unified Presence server will then send SIP Subscribe messages to Cisco Unified Communications
Manager over a SIP trunk. This procedure will allow the Cisco Unified Presence server to
receivepresence infonnation (for example, phone on-hook or off-hook status).
5-88
Integrating Cisco Unified Communications Applicalions(CAPPS) v8 0
Configuring Cisco Unified Presence for Presence

Integration
This topic describes theconfiguration of Cisco Unified Presence andthetesting of the
connection of a Cisco Unified Personal Communicator.
Cisco Unified Presence Services

Activate the necessary services on Cisco Unified Presence.
In Cisco Unified Serviceability, navigate to Tools > Service Activation.
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Beforeactivating services on a CiscoUnifiedPresenceserver or in a Cisco UnifiedPresence

cluster, review the service description. Database and administrative services are the following:
Cisco AXL Web Service: Activate this service on the first node only. If this service is not
activated, it will not be possible to update CiscoUnified Presencefrom client-based applications that use AXL.
Cisco Bulk Provisioning Service: Activate this service only on the first node.
Performance and monitoring services are the following: Cisco Serviceability Reporter: Activate this service only on the first node. The service
only generates reportson tlie first nodeeven if die serviceis activated on other nodes.
Cisco Unified Presence services are the following:
Cisco UP SIP Proxy: Activate this service on all nodes in the cluster. Cisco UP Presence Engine: Activate this service on all nodes in the cluster.
Cisco UP Sync Agent: Activate this service on all nodes in the cluster.
The Jabber Extensible Communications Platform (XCP) services are introduced with Cisco
Unified Presence 8.0 and are used by Cisco Unified Personal Communicator 8.0:
Cisco UP XCP Router: Activate this service on all nodes in the cluster.
Note
Cisco Unified PresenceXCP is a main network service thatis required for Cisco Unified
Personal Communicator 8.0.
Cisco UP XCP Text Conference Manager: Activate thisservice onlyif youare

deploying the Text Conferencing feature on Cisco Unified Presence.
Cisco IP XCP Web Connection Manager: Activatethis serviceonly if you are

integrating web clients with Cisco Unified Presence.
Cisco UP XCP Connection Manager: Activate this service onlyif you areintegrating
Extensible Messaging and Presence Protocol (XMPP) clients with Cisco Unified Presence.
Cisco UP XCP SIP Federation Connection Manager: Activate this service only if you
are deploying interdomain federation over the SIP protocol on Cisco Unified Presence.
Cisco UP XCP XMPP Federation Connection Manager: Activate this service only if
you are deploying interdomain federation over the XMPPprotocolon Cisco Unified
Presence.
Cisco UP XCP Counter Aggregator: Activate this service on all nodes in the cluster.
Cisco UP XCP Message Archiver: Activate thisservice only if you aredeploying the
Compliance feature on Cisco Unified Presence.
Cisco IP XCP Directorj' Service: Activate this service only if you are integrating XMPP clients on Cisco Unified Presence withan LDAP directory.
Cisco LP XCP Authentication Service: Activate this service only if you areintegrating
XMPP clients with Cisco Unified Presence.

Configure the SIPpublish trunk under Presence > Settings on CiscoUnified Presence.

Specify the SIP publish trunk under Presence > Settings.
Enable the SIP publish trunk functionality. * Select the Cisco Unified Communications Manager SIP publish trunk that was previously configured.
lj Enable 41P Publish on CUCM
" cm sip p.biih :-Lnt.
Optimize system performance

Multiline user availability
Check the box Enable SIP Publish on Cl'CM. Keep this setting checked to optimize system performance and allow multiline availability information for a user. When turning on this
setting. CiscoUnifiedCommunications Managerwill publishphone availability for al! line appearances that are associated with Cisco Unified Presence licensed users.
In the CUCM SIP Publish Trunk drop-down box, select the previously configured SIP trunk on Cisco Unified Communications Manager. In this example, it is called "CUP." Valid SIP trunks that were previously configured on Cisco Unified Communications Manager will be
displayed by default.
If no value for the CUCM SIP Publish Trunk parameter appears, verify that the SIP trunk was set in the Cisco CallManager service parameters on Cisco Unified Communications Manager.
Access Control Lists

Tlie incoming and outgoing traffic on Cisco Unified Presence can be controlled with an access
control list (ACL).
Navigate to System > Security and select incoming

or outgoing ACL By default,all incoming and outgoing requests are denied.
In this example. Cisco Unified Presence generates ACL
entries for CUCM1-X and CUPI-x.
The address pattern ALLis a keyword to allow all traffic.
Configured addresses bypass digest authentication.

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jNig ACL Information
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An incoming andoutgoing ACL canbe configured. Entera meaningful description that will help distinguishing between ACL instances when more than one ACL is configured. By default. Cisco Unified Presence system behavior is to deny allincoming and outgoing access
requests.
Configure the address pattem thatneeds to be added to the SIP Proxy listof allowed incoming andoutgoing addresses. Enter oneof these values: IP address or FQDN. This field mustexactly
match tlie IP address or domain ofthe peer server to allow Cisco Unified Presence to resolve
the incoming andoutgoing server or domain. Addresses that are configured herewill bypass digest authentication. If you enterALLin the address pattern, the ACL functionality is disabled, because every device is now listed in the SIP proxy listof allowed addresses.
5-92
SIP TCP Listener

The SIP TCP listener is the Cisco Unified Presence component that receives SIP messages.
S!P TCP Listener
Configure the SIPTCP Listener under System > Application

Listener.
Verifythat the settings match the entries made on Cisco Unified

Prf** Cisco SF "to,,- "CT I
Modify the proxy configuration in the presence routing settings.

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Verify that the preconfigured Default Cisco SIP Proxy TCP Listener on Cisco Unified Presence has the same parameters that are configured in Cisco Unified Communications Manager in the
SIP trunk and SIP trunk security profile. Application listeners carry requests to Cisco Unified Presence services and control request routing behavior.
Specify die following parameters: Listener Type: Select the appropriate application listener to carry requests to the SIP proxy server, presence engine, or third-party client applications. The available options are HTTP. HTTPS, and SIP. Verify that SIP is selected. A maximum of 20 listeners can be configured for the SIP proxy server.
Restart the SIP proxy server before any changes made to the application listeners take effect. To restart the proxy server, select Presence > Routing > Settings. During the restart, the proxy server will drop existing transactions and reject any new incoming
requests.
Note
Name: Enter a unique identifying name for the application listener.

Port: Enter the port that will allow communication with the SIP proxy server, presence engine, or third-party client applications. The default port is 5060. The port must match the configuration on Cisco Unified Communications Manager.
Service Type: Select the service to apply to this application listener. The available options are the Cisco UP SIP Proxy, and Cisco UP Presence Engine. Cisco UP SIP Proxy must be selected in this example. Transport Type: Select the transport protocol that this application listener will use. The available options are: TCP, UDP, and TLS. Verify that TCP is set.
Modify in theproxy configuration underPresence> Routiug > Settings. In the Proxy

Configuration, configure default preferred proxy listeners and turn method and event routes on
or off.
Method/Event Routing Status: Select On to turn on method or event routes in the SIP
proxy server. If this settingis turned off. users cannotshare their availability. The available
options are On and Off.
Note
Any timea change is made inthe SIP proxy server settings,shut down the SIP proxy
service in the Cisco Unified Presence cluster and restart services.
Preferred Proxy Listener: Select the appropriate SIPproxylistener to carry requests to the proxy. The list box contains the defaultoptionsand any other SIP proxyserver listeners
that are defined in the Application Listeners window:
SIP Proxy TCP Listener
SIP Proxy TLS Listener - Peer Autli/Server Aulh

SIP Proxy UDP Listener
HTTP/s Listener
The proxy includes this value in its contact headerand uses it to generaterequests.
5-94
Integrating Cisco Unified Communicalions Applications (CAPPS) vB0
Proxy Domain
To modify' theproxydomain, go to System > Service Parameters andselectthe Cisco UP SIP
Proxy service.
Proxy Domain
Add the proxy domain in System > Service Parameters.
Select the Cisco UP SIP Proxy service.
The defauft is PROXY.DOMAIN.NOT.SET
m i-u*r CUV-J C*Ctiv*J
Interclustering requires the Cisco Unified Presence servers to

be in the same domain.
Cisco Unified Presence servers in different domains can be

federated.
The parameter Proxy Domain specifies the DomainName System(DNS)domainname ofthe Cisco Unified Presence server. Typically, this domain name should be an enterprise top-level domain name (for example, "Cisco.com"). It helps to identify which Uniform Resource
Identifiers (URls) are treated as local and managed by this Cisco Unified Presence installation:
Instantmessaging (IM) and presencerequests that are addressed to other domainsmust be

forwarded via federation.
Other SIP requests may be proxied.
This field is a required field and the default is set to PROXY.D0MA1N.N0T. SET. The maximum length is 255 characters. Allowed values:
Provide a valid domain that comprises up to 255 ofthe following characters: any upper- or
lowercase letter (A-Z and a-z), any number (0 to 9), the hyphen (-), or the dot (.)
The dot serves as a domain label separator.
Domain labels must not start with a hyphen.
The last label (for example, .com) must not start with a number. Abe.lom is an example of
an invalid domain.
Note
For this change to take effect, the Cisco Presence Engine willautomatically restart. The restart will take several minutes, during which time the Cisco Presence Engine service will drop any existing transactions and willnot accept any new incoming requests.
Tip
After the initial configurationis done, restart the Cisco Unified Presence server before
starting the first Cisco Unified Personal Communicator.
5-96
Configuration Testing
After the minimum configuration on Cisco Unified Communications Manager and Cisco Unified Presence is completed, test the login on a Cisco Unified Personal Communicator.
Log in to Cisco Unified Personal Communicator:
Add a new contact.
Install the Cisco Unified Personal Communicator (requires Microsoft .net 3.51) on a PC and
start the application. Enter the user ID, password, and set the Change Server field to the Cisco
Unified Presence IP address, in this example, the user is jdoe, the password is cisco, and the
Cisco Unified Presence server IP address 10.2.1.4.
After the user successfully logs in, add a new contact. Enter, for example, jwhite in the search
field and click Search. Then click Add to add jwhite as a new contact. Alternatively, create a new contact as shown in the next figure.
. 2010 Cisco Systems, Inc.
Edit the contact details:
* First and last name, IM details
A contact can be created manually and requires at least the First Name, Last Name, and Instant
Messaging Details fields to be set. In this example, the First Name is Jane, the Last Name is White, and the Instant Messaging Details isjwhite@pod2.com. Then click Add.
In Cisco Unified Personal Communicator, the contact Jane White is shown and the status is
Available.
Note
Creation of this contact requires that Jane White is already a Cisco Unified Presence user and logged in to Cisco Unified Personal Communicator.
Set the status for user Jane White to Busy, and verify die status changes on the Cisco Unified
Personal Communicator of John Doe.
Note
IM is already working in this example configuration.
>2010 Cisco Systens, Inc.
Configuring Intercluster Peers

This topic describes how to connect two Cisco Unified Presence clusters to exchange presence
infonnation and offer IM capabilities between users on different Cisco Unified Presence
clusters.
Configuring Intercluster Peers

Navigate to Presence > Inter-Clustering.
Set up peering between Cisco Unified Presence clusters in the same domain; for example, cisco.com.
-(Tidier Peer Configuration
The administrator can provision one or more external Cisco Unified Presence clusters (peers), which enable users to exchange instant messages and presence status across multiple Cisco
Unified Presence clusters.
Use the controls in this window to enable connections with remote peer Cisco Unified Presence clusters, which will allow users to share status and availability information across the clusters. Perform this configuration on the publisher node ofthe local Cisco Unified Presence cluster. and on the publisher node ofthe remote Cisco Unified Presence cluster to form a peer
relationship. Fulfill these requirements before the intercluster peer is configured:
Turn on the AXL interface on the local Cisco Unified Presence node and on tlie remote
Cisco Unified Presence publisher node.
Obtain the usemame and password for the intercluster application user on tlie
Cisco Unified Presence remote server.
Note
Run the Sync Agent and update the data from Cisco Unified Communications Manager before you configure intercluster peer connections. Allowenough time for this data synchronization to fully complete. If data synchronization is not fully completed, intercluster status checks will fail. By default, Cisco Unified Presence turns on the Intercluster Sync Agent parameter.
5-99
Configure a new peer:

Peer Address: Enter one of these values for the publisher node ofthe remote Cisco Unified Presence Server: IP address, hostname, or FQDN. AXL Usemame and AXL Password: Enter the usemame and password for the AXL connection on the remote peer. This user is tlie application user on the Cisco Unified Presence remote server that has AXL pennissions. This value must exactly match the valid
AXL usemame on the remote Cisco Unified Presence Server.
Protocol: Enter the preferred protocol to use for SIP communication, Available Options
are: TCP (default). UDP. or TLS.
Lxtemal Phone Number Mask: (Optional) Enter the External Phone Number Mask value.
This value is the E.164 mask that Cisco Unified Presence retrieves from the remote cluster to permit call routing. Cisco Unified Presence overrides the default E.164 mask with the
E. 164 mask that you assigned to a Line Appearance from the remote cluster. Cisco IP Phone Messenger uses the directorj' number and the E. 164 mask from the remote cluster
for dial-back functionality. You can changethis value if your call routingchanges. The maximum length is 24 characters. Pemiitted characters are only numerals, the asterisk (*),
the pound sign (#). and X A[0-9*#X]{0,24}$ .
5-100
integrating Cisco Unified Communications Applications (CAPPS) v8 0
Intercluster Peers (Cont

After saving, the status is verified automatically.
Every time the configuration page is accessed, the status is checked and refreshed every 1 minute by default.
a<--' =
After saving the configuration to peer with another Cisco Unified Presence server, the intercluster peer status is checked. The following is tested:
Peer Connectivity: If successful, Cisco Unified Presence reaches the remote server using
the AXL connection.
Peer Compatibility: If successful, the remote server has a valid user location table and can perform interclustering.
Peer Proxy Domain: If successful, the remote server has a proxy domain that matches the local Cisco Unified Presence proxy domain. If this test fails, the proxy domains ofthe two
clusters (local and remote) do not match.
Cluster ID: If successful, Cisco Unified Presence identified that the cluster ID is unique. CUP Version: If successful, the version ofthe remote server in use displays.
CUCM Publisher Version: If successful, the version ofthe Cisco Unified
Communications Manager publisher that is in use displays.

Unique CUCM" Cluster: If successful, the test verifies that two Cisco Unified Communications Managers (local and remote) are not part ofthe same cluster. If this test
fails, the test verifies that two Cisco Unified Communications Managers (local and remote) are part of the same cluster. Do not configure two Cisco Unified Presence peers to point at
Cisco Unified Communications Manager servers that are in the same cluster. Associated Users: If successful, the users that you associated with the remote server
display. Make sure that the Associated Users value equals the number of users on the
remote cluster.
Duplicate Users: If successful, the duplicate users that are associated with the remote server display. If the number of duplicate users is zero, a View Duplicates hyperlink displays to allow you to view a duplicate user report.
) 201C Cisco SySems. Inc.
5-101
Certificate Status: The certificate status displays regardless of protocol, but you may not
ha\ e any issues to fix if certificates are not in use. If successful, the connection is secure.
If failure (1) occurs, the security certificates are out of synchronization. Attempt to
load these certificates by selecting Force Manual Sync. If this action fails to create a secure connection, the administrator can manually load the certificates in Cisco Unified Operating System Administration.
If failure (2) occurs, tlie system failed to automatically exchange security certificates because this peer or cluster does not support automatic exchange. Manually load the certificates in Cisco Unified Operating System Administration.
If failure (3) occurs, the system failed to automatically exchange security certificates because an internal error occurred while exchanging the security certificates.
Manually load the certificates in Cisco Unified Operating System Administration.

Tip On Cisco Unified Personal Communicator, search for a new contact that is located on the
remote Cisco Unified Presence server If a remote contact can be found, the intercluster peering is active.
5-102
The Cisco Unified Presence system troubleshooter is a complex diagnostic tool that checks the configuration of Cisco Unified Presence integration and feature configuration.
The System Troubleshooter is a very helpful tool. It checks the following items for intercluster peering and offers a test description, problem description, and a solution:
Verify that any intercluster peer entries exist.
The Troubleshooter encountered an internal error on this test.
Solution: The Troubleshooter was unable to perform this test due to an internal error. Verify' that the intercluster Sync Agent service is running. Intercluster Sync Agent service does not currently run.
Solution: To turn on tlie Intercluster Sync Agent service, navigate to Cisco Unified Serviceability and select Tools > Control Center - Network Services. Verify that the intercluster peers can be reached and are valid. Invalid intercluster peer exists.
Solution: To configure a valid intercluster peer, select Presence > Inter-Clustering.

Verify' AXL connectivity of each reachable intercluster peer. Invalid intercluster peers exist. The system cannot connect (via AXL interface) to the listed
peers.
Solution: Verify each intercluster peer address and associated credentials. This failure may indicate an AXL usemame or password mismatch or AXL service is not mnning on remote
peer.
Verify that each intercluster peer supports interclustering. Invalid intercluster peers exist. The listed peers do not support interclustering.
Solution: Verify that each intercluster peer supports interclustering. This failure may indicate a version mismatch with the specified peers.
>2010 Cisco Systems, Inc. Cisco Unified Presence Implementation 5-103
Verify' that intercluster peers have the same proxy domain as the local Cisco Unified
Presence Server
The following peers have a proxy domain that does not match the local proxy domain. You
have no TLS-enabled intercluster peers so this test was not executed. Solution: Verify that each intercluster peer has the appropriate proxy domain value.
Verify that intercluster peers point at unique Cisco Unified Communications

Manager clusters.
This peer points to a Cisco Unified Communications Manager publisher that is in the same cluster as another peer or this Cisco Unified Presence Server (therefore, containing the same user data). Data from tlie peer will not synchronize until this issue is resolved.
Solution: Configure each intercluster peer to point to the appropriate Cisco Umfied Communications Manager publisher. If required, remove peers so that only one peer (including this Cisco Unified Presence Server) points to a unique Cisco Unified
Communications Manager cluster.
Verify that each TLS-enabled intercluster peer has successfully exchanged security
certificates.
1"he security certificates are out-of-sync. Failed to automatically exchange security certificates because this peer does not support auto exchange.
Solution: Select Force Manual Sync on the Intercluster Peer Configuration window to upload the certificates (select Presence > Inter-clustering.). Or manually upload the certificates in Cisco Unified Operating System Administration (select Security > Certificate Management). Verify that users are associated (have been synchronized) with each intercluster peer. Invalid intercluster peers. The listed peers have no associated users.
Solution: Verify each intercluster peer address and credentials. Intercluster peers with no associated (synchronized) users may indicate a possible configuration issue.
Verify that the Cisco Unified Presence clusters do not contain a user who is licensed
on more than one Cisco Unified Presence cluster. One or more users are licensed in more than one Cisco Unified Presence cluster. This
situation causes inconsistent availability and instant message routing. Solution: Determine the true cluster to which each ofthe duplicate users belongs. Investigate which ofthe Cisco Unified Communications Manager clusters that are associated with the Cisco Unified Presence cluster has a user that is incorrectly licensed for
Verify' that the XMPP Federation Settings match on all interclustered peers. The SSL Mode is out-of-sync with another intercluster peer. Required client-side securil\ certificates are out-of-sync with other intercluster peers. Solution: Consult with the administrator of each intercluster peer to determine what tlie
SSL mode should be for XMPP Federation. Ensure that the SSL Mode for XMPP
Federation is the same on each intercluster peer. Consult with the Administrator of each intercluster peer to determine whether this setting should be enabled. Ensure that this setting is the same on each intercluster peer.
Verify' that Simple Authentication and Security Layer (SASL) settings have been
correctly configured for all intercluster peers.

Enable SASL External is not enabled or disabled consistently across all intercluster peers.
Solution: Consult with the Administrator of each intercluster peer to determine whether
SASL EXTERNAL should be enabled. Ensure that tlie setting is the same on each intercluster peer. Consult with the Administrator of each intercluster peer to determine which SASL Hosts need to be configured. Ensure that the configuration is the same on each intercluster peer.
Verify that XMPP has been uniformly disabled or is enabled on at least one node in
all clusters.
XMPP Federation is in use but has not been enabled at least once per intercluster peer as required. Solution: Ensure that XMPP Federation is enabled on at least one node in every intercluster. Consult with the administrator of each intercluster peer to determine if they
need to enable federation on one ofthe nodes.
Verify that the default Admin Policy is consistent across all intercluster peers.
The default Admin Policy for XMPP Federation is not consistent for every intercluster
peer.
Solution: Consult with the Administrator of each intercluster peer to determine what the
default policy should be. Ensure that the setting is the same on each intercluster peer.
Verify that the Host Policy is consistent across all intercluster peers. Policy is not applied equally across all intercluster peers.
Solution: Ensure that the Host configuration is the same for each intercluster peer. Consult with the Administrator of each intercluster peer to determine what the Host Policy configuration should be.
)2010Ci sco Systems, Inc.
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Summary
On Cisco Unified Communications Manager, configure a SIP

trunk and set it to CUP Publish trunk. This and other information
will be gathered by Cisco Unified Presence via AXL.
After the installation of Cisco Unified Presence, the post install setup procedure requires information to connect to Cisco Unified Communications Manager via AXL and IPsec. Start the XCP services on Cisco Unified Presence depending
on the customer requirements. In the Cisco Unified Presence
SIP Proxy service, set the proxy domain to cisco.com, for

example.
With intercluster peering, different Cisco Unified Presence clusters can be connected together. The Cisco Unified Presence cluster must not be integrated with the same Cisco Unified Communications Manager.
This lesson covered the configuration that is required to integrate Cisco Unified Coimnunications Manager with Cisco Unified Presence. Users were synchronized to Cisco
Unified Presence and the Cisco Unified Personal Communicator was used to test that tlie
integration was successful.
References
Deployment Guide for Cisco Unified Presence Release 8.0 at:
http;/.'ciscoxonieii''L.S/docs/\'oice_ip_coimn/ciips/8_0/eiiglisli/install_iipgrade/depioyiiient 'guidf'CUI'depkn.iunil
Configuring a Cisco Unified Presence Intercluster Deployment at: http:/''cisco.com.enA'S'-'docs/voicc ip coniin/cups/8 t)/cmr>lish/insl;ill iipgradc/dephnnieiit . guide; dgintcrclustcr.litnil Instant Messaging Compliance Guide for Cisco Unified Presence Release 8.0 at:
htip:/.'cisco.com/enTiS/doosAoice jpconini/aips/SO/english/1compliance/guide''
CUPIMCompliance.html
5-106
Lesson 4
Configuring Cisco Unified

Presence Features and
Implementing Cisco Unified
Personal Communicator
Overview
This lesson describes how to implement Cisco IP Phone Messenger and how Cisco Unified Personal Communicator can be used as a softphone. Profiles that must be used, for example, for voice messaging from Cisco Unified Personal Communicator, are explained. The Cisco Unified
Personal Communicator setup is covered and the integrated applications are tested. Finally the
deskphone mode is implemented to control the IP phones and the calendaring feature is set up.
Objectives
Upon completing this lesson, you will be able to describe how to configure Cisco Unified Presence features such as Cisco IP Phone Messenger and Cisco Unified Personal
Communicator support, and how to implement Cisco Unified Personal Communicator including Active Directory integration. This ability includes being able to meet these objectives:

Configure Cisco IP Phone Messenger for IP phones and Cisco Unified Personal
Communicator
Configure Cisco Unified Presence for Cisco Unified Personal Communicator usage
Configure Cisco Unified Personal Communicator settings on the client Configure desk phone control for Cisco Unified Personal Communicator
Configure the meeting notification for Cisco Unified Presence
Configuring Cisco IP Phone Messenger

This topic describes how to enable end usersfor Cisco IP Phone Messenger in Cisco Unified
Coimnunications Manager and Cisco Unified Presence.
Perform the following steps to enable Cisco IP Phone Messenger on Cisco Unified Communications Manager: I Configure the application user PhoneMessenger and
associate controlled devices.
Create the phone service for Cisco IP Phone Messenger. Subscribe the phone service to IP phones.
Tlie figure lists the steps that are required to configure end users in Cisco Unified Communications Manager for Cisco IP Phone Messenger.
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Integrating Cisco Unified Cammunicalions Applications (CAPPS) v8 0
Step 1: Configure Application User

The first step is to create an application user named PhoneMessenger on Cisco Unified
Navigate to User Management > Application User and create a new application user, PhoneMessenger.
EdH rrrdaHtl*!
1The defined user ID and . password must ba the same

as on Cisco Unified Presence.
Select the devices that
should be controlled by
Cisco IP Phono
Messenger.
Select the device profiles that should be controlled by Cisco IP Phone Messenger.
To allow the Cisco IP Phone Messenger application to connect to Cisco Unified

Communications Manager, you must create an application user. Navigate to User
Management > Application User and click Add New. Define a User ID PhoneMessenger and Password and save the configuration. Both credentials must match the configured credentials in
Then, add the IP phones and device profiles to the list of controlled devices or profiles that the application user needs to control in order to allow the use of Cisco IP Phone Messenger.
5-109
Step 2: Create the Phone Service

After creating an application user, set up the phone service to access Cisco IP Phone
Messenger.
To create a new service, go to Device > Device Settings > Phone Services:
- URL
Check Enable to activate me
Wnen ready
dick Save
service Use the Enterprise Subscription option for automatic subscription on all IP phones and
device profiles.
To create a new phone service, navigate to Device > Device Settings > Phone Services and
click Add New. Enter a service name and an ASCII service name. Then, define the service
URL:
http://CUI'_IP:8081/ippm/default'?name=#DEVICENAME#
The URL can include either the IP address ofthe Cisco Unified Presence server or the
hostname. Use the hostname when IP phones have access to a Domain Name System (DNSJ server. In the Sen ice Category field, choose XML Service from the drop-down list. Choose Standard IP Phone Service as the Service Type. Then, check the Enable check box to activate the Cisco IP Phone Messenger service. Use Enterprise Subscription to automatically subscribe the service to all IP phones and device
profiles.
Tip Ifusing an enterprise subscription, it is not necessary to add trie service manually to an IP phone or device profile.
5-110
Step 3: Subscribe the Phone Service

After the Cisco IP Phone Messenger phone service is created, subscribe the service to an IP phone or device profile.
Step 3: Subscribe the Phone Servh

To add the created service to a device or device profile, navigate to device (profile) configuration and select
Subscribe/Unsubscribe Services from Related Links:
SCPTnie Ir
1
Subitrlbrd
Select the PhoneMessenger service from the drop-down

box and dick Next
Choose the service name that

SLrbMncAori P'.&neMetsfl" '
should be displayed on the IP
j phone and click Subscribe
uri] -
Note
This step is optional if an enterprise subscription is used. With enterprise subscription, all devices can automatically access the new Cisco IP Phone Messenger phone service.
To subscribe tlie Cisco IP Phone Messenger service to a single device or device profile,
navigate to tlie device or device profile configuration and select Subscribe / Unsubscribe Services from Related Links and click Go. Select the PhoneMessenger service as shown in the example and click Next. Now, enter the Service Information. Define the service name that should be displayed on the IP phone and click Subscribe when ready.
Tip
Restart the IP phone to have the PhoneMessenger service displayed.
)201C Cisco Systems, Inc.
Cisco Untfied Presence Implementation
5-111
Cisco IP Phone Messenger Setup on Cisco

Unified Presence
After finishing the configuration for Cisco IP Phone Messenger on Cisco Unified Communications Manager, configure the required steps on Cisco Unified Presence.
t. tO I.
PhOnU EUerhtcEKU. bU
On Cisco Unified Presence, configure the following to enable Cisco IP Phone Messenger settings:
i
2 ;
Enable IMclusterwide (default).

Enable the Cisco IPPM application. Manage Cisco IPPM response messages.
Step 1: Enable IM Clusterwide

'Hie figure lists the steps that are required to configure end users in Cisco Unified Presence for Cisco IP Phone Messenger. The first step is to enable Cisco IP Phone Messenger globally, which is the default setting. To verify this setting, go to Presence > Settings. The parameters
Enable CUPC 7 and Enable Instant Messaging (cluster-wide) need to be checked:
The Enable CUPC 7 parameter is turned on by default to enable instant messaging (IM) capability for Session Initiation Protocol (SIP) clients only. Note that this setting has no affect on any Extensible Messaging and Presence Protocol (XMPP) clients that connect to
Keep the Enable Instant Messaging (cluster-wide) setting checked if you want to turn on IM clusterwide for Cisco Unified Personal Communicator and Cisco IP Phone Messenger clients. Uncheck this setting only if you do not require IM capability for the users of these client applications.
5-112
Step 2: Enable Cisco IP Phone Messenger

Enable Cisco IP Phone Messenger on Cisco Unified Presence and enter the PhoneMessenger
user credentials.
Step 2: Enable Cisco IPPI

To configure settings, navigate to Application > IP Phone Messenger > Settings:
<ieqer Appht vftHi beldnq*
rwi *pp4ri-.*.,H- 5"-ffhj'
ri
Turn IPPM Application
Status on (default; off)
Enter the application user

credentials lhat were
previously configured on
Cisco Unified
To enable Cisco IP Phone Messenger on Cisco Unified Presence, navigate to Application > IP Phone Messenger > Settings. Set the IPPM Application Status value to On; the default is Off. Then, enter the application usemame and application password. Use the same credentials as previously configured on Cisco Unified Communications Manager. Other parameters are as
follows:
Max Instant Message History Size: Enter the maximum number of instant messages that
can be stored for each user on Cisco Unified Presence. Increase this value if more instant
message history is required to be stored for users. The range is I to 1000, where the default is 100 messages.
Subscription Timeout (seconds): Enter the number of seconds after which SIP
subscription requests will terminate. This Time to Live (TTL) value terminates the SIP
subscription if it is not refreshed. The range is 100 to 86400 seconds, and the default is
3600.
Publish Timeout (seconds): Enter the number of seconds after which SIP publish requests will terminate. This TTL value terminates the SIP publish if it is not refreshed. The range is
300 to 86400 seconds, and the default is 3600.
5-113
Step 3: Cisco IP Phone Messenger Response Messages

Response messages can be preconfigured for fast answers in Cisco IP Phone Messenger.
UP 6
Navigate to Application > IP Phone Messenger > Response Messages to manage systemwide response messages:
Click Add Hew to
create a new response

message
paw hwuaia
*zl+--\S<Sll
'J2-J
By default. Cisco Unified Presence includes some systemwide response messages. These messages can be customized and deleted if not needed. To add a new response message, click Add New and enter the text for the response message. When ready, click Save.
To change the order or text of the existing response messages, click a response message. Use the arrows to change the order or enter new text in the Response Message field. When ready,
click Save.
Note
The administrator can configure up to a maximum of 10 predefined response messages
5-114
Integrating Cisco Unified Communications Applications (CAPPS) w8 0
) 2D10 Cisco Systems, Inc
Verify the Cisco IP Phone Messenger Status

After configuring all steps for Cisco IP Phone Messenger, verify the status of the end users.
To display the status, navigate to Application > IP Phone Messenger > Status:
,^n3
"ur
fWfl CkirFWtr
t*Qf 1
tikp4nnt
) ClMrtl | MjMl fcHfrMj

Select users and press
Broadcast to send a
Cisco IPPM broadcast message
^\ imi Instill
|I.J|
CmmI I
To check the status of Cisco IP Phone Messenger users, navigate to Application > IP Phone Messenger > Status. Use the search field to search for one or more specific users, or click Find to display all users. The list shows the logged in users. Additionally, the administrator can send broadcast messages to end users. Select the check box
near the end users and click Broadcast. In the new window, enter tlie broadcast text and when
finished, click Send to send the broadcast message.
201D Cisco Systems, Inc.
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Testing Cisco IP Phone Messenger

lest Cisco IP Phone Messenger by logging in to the Cisco IP Phone Messenger application.
&nc?aawi.ll a.i.Ai. -.".&SitiCs35- jt&tsii*, isi-lA -wmK *Z.iJ "n .ist* *V.
Log in to the Cisco IP Phone Messenger phone

service
* Go to the IP phone and press the Services button.

Select Cisco IPPM and enter the username and PIN.
* Add a contact and send an IM.
On the IP phone, press the Services button and select the Cisco IP Phone Messenger service.
Enter the username and PIN.
Select Contacts and add a new contact, for example, John Doe. After adding the contact, select
the contact and send a message.
Note Messaging between Cisco IP Phone Messenger and Cisco Unified Personal Communicator is working without additional configuration.
5-116
Integrating Cisco Unifed Communications Applications (CAPPS] v8.i
Configuring Cisco Unified Personal

Communicator
This topic describes how to set up the Cisco Unified Personal Communicator for softphone mode and how to configure the integration of other Cisco Unified Communications systems.
Cisco Unified Personal Communicator Sc
Setup on Cisco Unified Communications
A Cisco Unified Personal Communicator in softphone mode needs to be configured on Cisco Unified Communications Manager:
1 2
3
4
Assign license capabilities Configure end user

Associate directory number
Create Cisco Unified CSF device for Cisco Unified Personal Communicator
Associate Cisco Unified CSF device to end user
The figure lists the steps that are required to configure end users in Cisco Unified Communications Manager for Cisco Unified Personal Communicator in softphone mode. Steps 1 to 3 were already explained in the previous topic.
! 2010 Cisco Systems, Inc
Cisco Unified Presence Impiementation
5-117
Step 4: Create Cisco Unified CSF Device

In Cisco Unified Communications Manager Administration, create a Cisco Unified Client Services Framework (CSF) device, which uses Cisco Unified Personal Communicator in softphone mode.
fc&~* J&Z-.**y.b4&>-
Navigate to Device > Phone and add a new device:

* The Cisco Unified CSF phone type is used for the softphone
mode of Cisco Unified Personal Communicator 8.0.
- For Cisco Unified Personal Communicator 7.0, choose Cisco
Unified Personal Communicator as the phone type.

Autoregistration is not supported.
utituaUnio: EElEDSiHSRlGS
When ready choose Next
To use Cisco Unified Personal Communicator in softphone mode, the administrator must create a Cisco Unified CSF device in Cisco Unified Communications Manager. Navigate to Device > Phone and click Add New. Choose Cisco Unified Client Services Framework as the phone type, and click Next.
Note The Cisco Unified CSF is used for Cisco Unified Personal Communicator version 8.0. Vvften
using Cisco Unified Personal Communicator version 7.x, choose Cisco Unified Personal
Communicator as the device type
Note
The autoregistration feature in Cisco Unified Communications Manager does not support
Cisco Unified Personal Communicator.
5-118
>2010 Cisco Systens, Inc
The device name has no It"l**t
I-*.
I s.b.h-1 -;** 5
r ".rifHF.mii.
si J
A
>l '!
.1 naming conventionfor Cisco

Unified CSF devices.
|51l-nlîr~.
jnC-P'sn, -.-
J
J
Select device security

?...!,.1 >,.,m. , ^J i
~
"-,;;": ,_,;.t.
- ".-. .
profile and Ihe SIP profile.
; . . ^ : * - s . , f..., . v,...rql.-..H | i 1. Vr
When creating a Cisco Unified CSF device, the device name has no naming convention. Ensure
that Allow Control of Device from CTI is checked. Then, define the Device Pool, Phone
Button Template, Calling Search Space, Device Security Profile, and STP Profile fields. When using the Cisco Unified CSF device as the second device of a user, also set the Primary Phone parameter to the user IP phone (adjunct licensing).
When using Cisco Unified Personal Communicator version 7.0, follow the naming convention
for the Device Name:
Derives from the username
String starts with "UPC" Contains only uppercase letters, or numerals

Contains no more than 12 additional characters after UPC
For example, a user with the user ID jjackson will use UPCJJACKSON as the device name.
The user ID JohnnieJackson would use UPCJOHNNIEJACKS as the device name.
5-119
irr4 Cro.iteCis-\ Uiiim. J CSI- in^n
Add the directory number to the Cisco Unified CSF

device:
E4K IWt Apntrlitt*
Associate ihe end user wth Ihe

line
Whenthe Cisco UnifiedCSF device is created, add the directory numberofthe IP phone or deviceprofileofthe user to the Cisco UnifiedCSF device. Associate the user with the line by
clicking the Associate End Users button.
5-120
Step 5: Associate Cisco Unified CSF Device to End User

The last step on Cisco Unified Communications Manager is to associate the Cisco Unified CSF
device with the end user.
Step 5- Associate Cisco Unified CSF
Navigate to User Management > End User:
0ylc
Infrm*i
=
tCJ?
-iiprrTTM
^ I HbwIck A>*oil4*Bn 1
W.îl.J.
^
Add the created Qsco
Unified CSF device.
V A
V^
Use the Device
Association Button to
search the CSF device.
V
Ji.jJc^
"-'-,
= 'Clli
When the Cisco Unified CSF device is successfully created, associate the device to the end
user. Navigate to User Management > End User and select the user. Click Device Association and search the previously created Cisco Unified CSF device and click Add Selected. The device is now displayed in the Controlled Devices list.
5-121
TFTP Server for Cisco Unified Personal Communicator

In Cisco Unified Presence, navigate to Applications > Cisco Unified Personal Communicator > Settings and set the primary TFTP server to the IP address ofthe Cisco Unified Coimnunications Manager hosting the TFTP server, If available, configure a backup
TFTP server address.
t i nil C i ,i t-
illijii iJi*c
in, r
On Cisco Unified Presence, go to Applications > Cisco Unified Personal Communicator > Settings.
Set the primary TFTP server to the Cisco Untfied Communications Manager TFTP server IP address.
The TFTP address is published to Cisco Unified Personal Communicator at startup.
* If no TFTP server is available, a valid downloaded
configuration on the local hard disk is used.
M<
Cisco Unified Personal Communicator connects to the primary TFTP server (whose address is retrieved from Cisco Unified Presence) at startup for suspend and resume operations, and for
the re-establishment of dropped network connections. When the connection is established. Cisco Unified Personal Communicator downloads the UPC<username>.cnf.xml configuration file from Cisco Unified Communications Manager for each user.
The configuration file contains the list of Cisco Unified Communications Manager primary and failover server addresses. The configuration file also contains the transport protocol for Cisco Unified Personal Communicator to use in softphone mode to connect to Cisco Unified Communications Manager. After Cisco Unified Personal Communicator downloads the file successfully, the configuration information is made available to other Cisco Unified Personal Communicator subsystems, and
Cisco Unified Personal Communicator disconnects from the TFTP server.
Each time Cisco Unified Personal Communicator tries to download the configuration file, the application attempts to contact the primary TFTP server. If the primary TFTP server does not respond. Cisco Unified Personal Communicator fails over to the backup TFTP servers, if any exist. Cisco Unified Personal Communicator fails over to the backup TFTP servers in the order that is specified in Cisco Unified Presence Administration.
If all TFTP server connections fail. Cisco Unified Personal Communicator tries to load the last
\ alid downloaded configuration from the local hard disk. If the loading ofthe local file is successful. Cisco Unified Personal Communicator updates the Server Health window with a warning notification (yellow indicator). If the file transfer fails and the file does not exist. Cisco Unified Personal Communicator updates the Server Health
window with a failure notification and switches to Disabled mode. 5-122 Integrating Cisco Unified Communications Applications (CAPPS) v8 0
)2010 Cisco Systens, Inc
The following Cisco Unified Communications Manager failover restrictions apply to

Cisco Unified Personal Communicator:
Autoregistration is not supported.
AutoUpdate and upgrades through TFTP are not supported for Cisco Unified
Personal Communicator software.
' 2010 Cisco Systems, Inc
5-123
Audio Profile Settings

Tlie audio profile settings only apply for Cisco Unified Personal Communicator version 8.0.
iUC
Navigate to Application > Cisco Unified Personal
Communicator > Audio Profile and add a new audio profile:

Automatic gain control
raises or lowers ihe audio volume.
This setting enables noise suppression polio as when users receive feedback clicking or other
audio distortions
When using Cisco Unified Personal Communicator in softphone mode, the applied audio profile settings can be used to improve the audio quality when end users experience echo or the
audio quality is not acceptable. An audio profile is not mandatory, but can be used to tweak the audio quality.
Navigate to Application > Cisco Unified Personal Communicator > Audio Profile and click Add New. First, enter a name for the audio profile. By default, all options to tweak the audio quality are checked. Depending on the problems that might be reported from and end user, enable or disable the settings:
Knable automatic gain control: Keep this setting turned on (checked) if the administrator wants Automatic Gain Control to keep the audio output constant by reducing the volume of a strong signal or raising the volume of a weaker signal.
Enable noise suppression: When receiving clicking, feedback, or other noise problems in
the audio output, check this option and choose the level of noise suppression.
Enable voice activity detection: Enable voice activity detection (VAD) to delect the presence or absence of human speech and facilitate speech processing in an audio session.
5-124
Integrating Cisco Unified Communications Applications (CAPPS) vB i
The audio settings apply only when using Cisco Unified

Personal Communicator in softphone mode.
a-
Associate end users with
Ihe audto profile.
nt-aa.
iri-m j cwn |
punsMtar4
,(J~3
Enable echo cancellation: Keep this setting turned on (checked) if the administrator wants to remove echo from audio output and improve the audio quality. Turn off (uncheck) this
setting if echo cancellation is not needed or if it impedes the audio output.
Finally, add the users that you want to be part ofthe profile by clicking the Add users to
Profile button.
12010 Cisco Systems, inc
5-125
Testing Cisco Unified Personal Communicator in Softphone

Mode
Log in to the Cisco Unified Personal Communicator and open the Server Health tool. Check the
status ofthe TFTP settings.
Log in to the Cisco Unified Personal Communicator:

Uncheck the box Use My Deskphone as My Phone. " Cisco Unified Presence in evaluation mode does not support softphone mode.
* Call any number to verifythat the softphone mode is working.
4?Si*ijW&**Jia-
Uncheck the box Use My Deskphone as My Phone to move the Cisco Unified Personal
Communicator into softphone mode.
Note VVtien trie Cisco Unified Presence server is operating in evaluation mode, Cisco Unified
Personal Communicator users are able to exchange instant messaging and availability
information, and use desk phone control. However, Cisco Unified Presence does not support the softphone client feature on Cisco Unified Personal Communicator during the
evaluation period.
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)2010 Cisco Systems Inc
Configure Cisco Unified Personal Communicator Profiles

The following profiles can be configured for Cisco Unified Personal Communicator to integrate
additional Cisco Unified Communications applications.
Configure Cisco Unified Persona!

Communicator Profiles
Configure the following profiles:

Voice-mail profile Conferencing profile
CTI gateway profile

LDAP profile
Audio profile (Qsco Unified Personal Communicator 8.0 only) CCMCIP profile (Cisco Unified Personal Communicator8.0
only)
In general, a server isset up first; for example, a Lightweight Directory Access Protocol (LDAP) server. The LDAP server isassigned toanLDAP profile. The LDAP profile isthen
assigned to a user.
The computer telephony integration (CTI) gateway profile configuration isincluded in tlie desk
phone controlconfiguration topic.
The audio profile was covered during the softphone mode configuration because this profile is
only used in softphone mode. Tip Itis recommended to createthe profiles first, before synchronizing end users to Cisco
Unified Presence Otherwise, trie profiles must be configured manually.
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Mailstore Configuration
To configure Cisco Unified Personal Communicator users to access their personal voice mailbox, define the mailstore where voice mails are stored, hithe example that isshown in the
figure. Cisco Unified Personal Communicator isconfigured inCisco Unified Presence for
Cisco Unity Connection usage.
Go to Application > Cisco Unified Personal Communicator > Mailstore and add a new
mailstore:
EST '* Eur E
^Z^^ Define aname for the matlstore. [
5
X
Set tho hostname or IP

address.
Define ihe protocol (Ihe defautt is TCP) and dick Save when ready
Note
Cisco Unity Connectionmust be configured to allowCisco Unified Personal Communicator

to access the voice messages.
Navigate to Application > Cisco Unified PersonalCommunicator > Mailstore and select Add New. Then, enter the name for the mailstore in the Name field, which identifies the
mailstore in Cisco Unified Presence. When using a DNS server, enter thehostname or the IP address inthe Hostname/IP Address field when DNS isnot enabled. Then select the protocol
type and port. By default. TCP and port 143 are used.
Check Ihe documentation for the voice-mail server, if tlie enterprise voice-mail server uses
another port or protocol; for example, if secure voice-mail access is enabled.
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Integrating Cisco Unified Communications Applications (CAPPS)vB 0
Voice-Mail Server
Configure thevoice-mail server forevery node thatshould be used forCisco Unified Presence
integration.
Voice

Communicator > Voicemail Server and add a new
server:
Choose Unity or Unity Connection.
H
ii.i| oina| cw> j went*
V\#ien ready,
press Save
Sat Ihe hostname or IP address.
Port 443 (default). |_P
Choose HTTPS and
Configure thevoice-mail server that is installed in the local deployment. Cisco Unified PresencesupportsCiscoUnity or CiscoUnity Connection. \
Navigate to Application > Cisco Unified Personal Communicator >Voicemail Server. Select Add Newto configure a newvoice-mail server. First, selectthe Server Type from the drop-down list. Choose Unity or Unity Connection. The default is Unity. TheName field
identifies each configured voice-mail node in Cisco Unified Presence. Then, set the hostname
when using DNSor the IP address in the Hostname/IP Addressfield. The Web ServicePort and Web Service Protocol are by default HTTPS and port 443. Change these fields to HTTP and
port 80. if needed. \
It is recommended to use HTTPS for secure communication between Cisco Unified Personal Communicator and the voice-mail server. Save tlie changes.
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Voice-Mail Profile
When the voice-mail servers and mailstore are configured, apply both to avoice-mail profile,

Communicator > Voicemail Profile and add a new profile:
This value is imported from
r-c"
Unified Communications
Manager
Choose the previously

created mailstore and
1 voicemail server.
Check the box to set the default, it applies only to newrty

synchronized end users
To create a new voice-mail profile for Cisco Unified Personal Communicator, navigate to
Application > Cisco Unified Personal Communicator > Voicemail Profile and click Add
New.
First, enter a name for the voice-mail profile in the Name field. The name identifies the voice-
mail profile inCisco Unified Presence. Then, choose Voice Messaging Pilot. The drop-down
list includes all voice-mail pilotsthat are configured in Cisco UnifiedCommunications Manager. Cisco Unified Presence synchronizes them. In the example. Default is used because Cisco Unified Communications Manager uses only a default Voice Messaging Pilot. Then, select Primary VoicemailServer. This serveris the previously configured voice-mail sen er. Theadministrator canalsodefine up twobackup voice-mail servers. Define the primary mailstore in the PrimaryMailstore field, and if needed, up to two backupmailstores.
Check the Make This the Default Voicemail Profile for the System check box to apply this
voice-mail profile to all users that are synchronized from Cisco Unified Communications Manager after saving this voice-mail profile.
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Integrating Cisco Unified Communicalions Applications (CAPPS] v8.i
)
The dual folder mode is an extension of the IMAP protocol. The CSF device checks ifthe IMAP server supports the extension, and switches back to single folder mode ifit is not supported.
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~.a^Kr, jDîne the foyers ft*

_^l voice-mail usage.
When users hive been
synchronized from Cisco Unified

Communications Manager, add
them to Ihe profile.
When defining the Mailstore settings, enter the folders that are used onthe Internet Message Access Protocol (IMAP) server inthe Inbox Folder field and the Trash Folder field. The default
for the inbox folder is INBOX, and for the Trash Folder, Deleted Items.
The dual folder setting isturned on by default for use with mailstores that support the IMAP UIDPLUS extensions (RFC 2359 and 4315). The CSF will detect ifUIDPLUS isnot supported and automatically revert toSingle Folder mode. The UIDPLUS extension ofthe IMAP
provides aset offeatures that are intended to reduce the amount oftime and resources that are
used by some client operations.
Note
Microsoft Exchange 2007 serverdoes notsupport UIDPLUS extensions.
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Conferencing Host
Configure a conference sener and profile to allow Cisco Unified Personal Communicator users
to escalate, for example, an IM chat to a conference.
idLl s:iMZ?,i
Navigate to Application >Cisco Unified Personal
Communicator>Conferencing Server and add a newhost:

LontccminQ tloit Confujuration
U
When selecting WebEx, add
Select HTTP i HTTPS.
Na\ igate to Application >Cisco Unified Personal Communicator >Conferencing Server to configure conferencing sener sellings on Cisco Unified Presence. This configuration allows an
unscheduled web conference to launch from the audio orvideo conversation window onthe
Cisco WebEx Meeting Center.
following products: Cisco Unified MeetingPlace. Cisco Unified MeetingPlace Iixpress, and
Enter the following information:
Name: Enter thename of tlie conferencing host.
Description: Enter a description that identifies this conferencing host.

sener.
Hostname or IP Address: Enter the hostname or IP address ofdie web conferencing

Port: Enter the port to be used for web conference communications.
Protocol: Select the protocol that will be used to route web conference communications.
Tlie available options are HTTP and HTTPS.
Server Type: Select a supported conferencing senerfrom this list that applies to the network configuration. The available options arc MeetingPlace Classic (default),
MeetingPlace Express, and WebEx.
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"2010 Cisco Systems, Inc
When selecting WebEx, alsospecify the following parameters:
Site ID: Enter the Site ID number that isassigned to your Cisco WebEx site. Cisco WebEx
provides the customer with an ID number for the customer site when deploying aCisco
WebEx product.
Partner ID: Enter the Partner ID value that isassigned toyour Cisco WebEx site. Cisco
WebEx provides the customer with apartner ID when enabling the Cisco WebEx application programming interface (API) on the Cisco WebEx site ofthe company.
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Conferencing Profile
Create the conferencing profile and assign the primary conferencing server that was previously
confimired.
Conforencim
Communicator>Conferencing Profile and a new

profile:
S CanlerenLtny Protil* Caniigur,
Select the
conferencing server
Select the server certificate

verification method.
Navigate to Application >Cisco Unified Personal Communicator >Conferencing Profile

and enter the following information:
Name: Enter the name ofthe conferencing profile.
Description: Enter a description oftheconferencing profile.

up to two backup conferencing serversif available.
Primary Conferencing Server: Select the previously configured conferencing server. Add Server Certificate Verification: Determine whether the conferencing server associated
with this conferencing profile supports Transport Layer Security (TLS) connections. This setting is for TLS verification ofthe conferencing servers thatarelisted for this conferencing profile. Select from the following options:
Self-Signed or Keystore (default): If thisoption is selected, Cisco Unified Presence
will accept the certificate once the certificate is self-signed or the signing certificate
authority certificate is inthe local trust store. A keystore is a file thatstores
authentication and encryption keys.
Any Certificate: If the administrator selects thisoption, Cisco Unified Presence

accepls any certificate once it is valid.
Keystore Only: Ifthe administrator selects this option, Cisco Untfied Presence only
accepts certificates Uiat are defined inthe keystore. Ilie administrator must import
the certificate or its certificate authority signing certificate into the local truststore.
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LDAP Host To use the corporate LDAP directory, create anLDAP host in Cisco Unified Presence.
Navigate to Application >Cisco Unified Personal

Communicator > LDAP Server and add a new host:
- Check the LDAP server documentation to verify which
protocol type and portthe enterprise LDAP server is using.

Choose a name for the AD
server and define the
-^
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/* hostname or IPaddress.
v^-i
Select the protocol
type (default: TCP).
First, define an LDAP server. Navigate to Application > Cisco Unified Personal Communicator > LDAP Server and select Add New. The name identifies each configured LDAP sener in Cisco Unified Presence. When using DNS, provide the hostname information;
with a DNS sener. use the IP address ofthe LDAP host.
When using Microsoft Active Directory, use TCP and port 3268 (global directory) or the default port 389 (domain controller). Otherwise, check theLDAP server documentation to verify which protocol typeandportthe enterprise LDAP server is supporting and using.
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LDAP Profile
After creating the LDAP server, add the LDAP sener to an LDAP profile.
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Go to Application > Cisco Unified Personal Communicator > LDAP Profile and add a new LDAP profile.
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Enter Ihe credentials
and search string for

LDAP queries.
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loltie profile.
Add the previously
,rr3
Go to Application >Cisco Unified Personal Communicator > LDAP Profile and createa
new LDAP profile. Then, define the Bind Distinguished Name (DN) and Password values.
The user that is enteredin the distinguished name fieldwill be used for the authentication bind
procedure. The syntax for this field depends onthe type ofLDAP server that isdeployed. Some
LDAP directories alsosupport anonymous access. Foranonymous access, check the
Anonymous Bind check box.
For details, see the LDAP sener documentation. Then, define the Search Context value. Enter
the location where all LDAP users are configured, for example:
en = Users, dc = podl. dc - com
This location is a container or directory. The search base should include all users of
Cisco Unified Personal Communicator. Inthe Primary LDAP Server drop-down list, selectthe previously defined LDAP sener, andif available, up to two backup LDAP servers.
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>2010 Cisco Systens. Inc
CCMCIP Profile
To define the sener for the Cisco Unified Communications Manager IP Phone (CCMCIP) service, create a CCMCIP profile.

Communicator > CCMCIP Profile and add a new profile:
' Vratil* setting*
I Enter the hostname or IP

I address or Cisco Unified
Communications
I Manager.
I Sel the certificate i verification option,
default. Self Signed or
I i-V ftgnrjt
Keystore
LBIV.M*.*
Associate end users
with the profile.
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Navigate to Application >Cisco Unified Personal Communicator >CCMCIPProfile and adda new profile. Select a name for the CCMCIP profile anddefine the primary CCMCIP and backup CCMCIP host. Both fields aremandatory. Depending on the deployment, usethe
hostname or IP address ofthe Cisco Unified Communications Manager nodes.
For sener verification, set the Server Certificate Verification value. By default, Cisco
Unified Presence accepts Self Signedor Keystore certificates. Whenusing a local Certificate Authority (CA) in the network, choose Keystore Only. This choicerequiresimporting the certificate that is signedby the CA into the local trust store in CiscoUnified Presence. This procedure canbe performed in the Cisco Unified Presence Operation System Administration
web interface.
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End User Settings

The administrator has more options tobind users and profiles together.
To configure user settings, go to Application > Cisco Unified Personal Communicator >User Settings and select a user:
Optionsto bind users and profilestogether.
Use the default profileoption, works only for new users
Go to the profile, and add users to the profile. Go to end users and select the profiles.
All previously configured
profiles can be configured on

a per-user level.
The best way to bind users and profiles isto set up all profiles and make the new profiles the
default profiles. After creatingall profiles, synchronize the end users to CiscoUnified
Presence. Tlie synclironized users will use the default profile automatically. For existing users
in Cisco Unified Presence, the settingsmust be modified for each user.
When configuring the profiles, users can beadded at thebottom of each profile page.
Forlatermodification on a per-user basis, go to Application>CiscoUnified Personal Communicator >User Settings and select a user. Assign thesixprofiles, ifconfigured:
> Voice-mail profile Conferencing profile
CTI Gateway profile

LDAP profile Audio profile
CCMCIP profile
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Integrating Cisco UnifiedCommunications Applications (CAPPS) vB0
Cisco Unity Connection Setup for Cisco Unified Personal

Communicator
Cisco Unity Connection needs tobe configured to allow Cisco Unified Personal Communicator
users to access their voice messages.
:isco Unity Connection Setup

Inified Personal Communica
In Cisco Unity Connection, go to Class of Service >
Class of Service.
' Select, for example, Voice Mail User CoS.

* Enable Cisco Unified Personal Communicator to access
voice messages.
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! Alio* UHrs :a l x Personal CIITr*psf' ^gtes
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' Alio** Ussra ta L*t Lrrfsed CI-enT ra AcctM vo.ee
In Cisco Unity Connection, navigate to Class of Service >Class of Service. Select, for example, thedefault class of service Voice Mail UserCoS, which is usedby all end users.
Enable Cisco Unified Personal Communicator to access voice messages and check the following boxes:
Allow Users to Access Voice Mail Using an IMAP Client: Checkthis check box to give users who are assigned to this classof service(CoS) a licenseto accessvoice messages by usingan IMAP client. The default setting is: check box not checked. When this check box
is checked, also select one ofthe following options:
Allow Users to Access Message Bodies: Usershave accessto the entirevoice mail.
Allow Users to Access Message Bodies Except on Private Messages: Users have access to the entire voice mail, unless the message is marked private, in which case they have access only to the message header. Allow Users to Access Message Headers Only: Users have access only to message
headers.
Note
Encrypted message bodies cannot be accessed from an IMAPclient.
Allow Users to Use Unified Client to Access Voice Mail: Check this check box to give
users who are assigned to this class of service access to the Cisco Unified Personal
Communicator interface. The Cisco Unified Personal Communicator interface is a web-
based client application that integrates voice, video, documentsharing,voice-mail playback, and directories into a single interface.
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Cisco Unified Personal Communicator Setup

This topic describes howto set up Cisco Unified Personal Communicator andhowto enable the
configured profiles.
Cisco UnifitMl Peif,^; jl fjitnuin^^t;
Account Options
Configure the Cisco Unified Personal Communicatoroptions:
The accounts available
to sol up depend on the
profiles thai are applied
Lj
to users In Cisco Unified Presence.
find users must enter the account credentials in Cisco Unified Personal Communicator. In
Cisco Unified Personal Communicator, navigate to File >Options > Accounts. If, for
example, a voice-mail profileis assigned, the end user is able to enter the credentials and use
the integrated application. Ifa profile for LDAP isnot assigned, for example, the credential
fields for LDAP are not shown.
TiP
If the account pagedoes not show the credential fields, butthereis a profile thatis
assigned, close Cisco Unified Personal Communicator and open it again.
Tlie credentials can beentered forvoice mail, conferencing, and LDAP. Other profiles are
transparent for the end users.
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Integrating Cisco UnifiedCommunications Applicalions (CAPPS) v8.0
)2010 Cisco Systens, Inc
Server Health Tool

In Cisco Unified Personal Communicator, use the Server Health Tool to get a status overview.
Server Health Tool

In Cisco Unified Personal Communicator, go to Help
> Show Server Health.
htfoDnlll
ID* CUP
De*Ptwie{CA5T)
WMMatStore
MeetingPBc*
. MeettogPtace
ClickfOltoget
more information.
s^r,*- p^jwo'. &JHH lets UnipeC'hplV.K^cVSK**
Go to Help > Show Server Health in Cisco UnifiedPersonal Communicator. The tool shows the status for LDAP, CUP, Desk Phone, VM MailStore, and MeetingPlace. The green boxes (check mark) indicate that the modules are correctly set up. The orangetriangle(exclamation mark) shows an error. Clickthe > sign to get additional information about the Cisco Unified
MeetingPlace setup.
In thisexample, there is an unspecified WebConference errorshown. Check if the Cisco Unified MeetingPlace server address, server port, andserver protocol are configured correctly.
This error is shown because there is no Cisco Unified MeetingPlace server in the lab
environment.
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Voice-Mail Profile Test

Test the voice-mail profile with the Cisco Unified Personal Communicator.
voice-Mail Profile Fest
Test the voice-mail profile:

Leave a message.
- Receive the message with Cisco Unified Personal

Communicator.
Cisco Unified Personal Communicator shows a voice
message. Click the Icon.
"MMMMittMlgtg Click herelo see a voice massagereport.
Sibvl
Play message or
ghl-dick.
IiiCisco Unified Personal Communicator, new voice messages areindicated bythe Conversation History button. Inthis example there is one new voice message.
Click the Conversation History button and then click the envelope for voice messages. The
voice messagereport opens. One new message from Jane White (2002)is shown.
Onthe right-hand side click the play message button to listen to thevoice message. Orrightclick the voice message entry, which in this example offers to perfonn the following actions:
Place a call (2002)
Place a call with video (2002)

Conference With
Mark as read or unread (it synchronizes the Message Waiting Indicator [MWI])
Delete
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>2010 Cisco Systens. Inc.
LDAP Profile Test

Test the LDAP profilewith the CiscoUnified Personal Communicator.
Test the LDAP profile:

In Qsco Unified Personal Communicator, go to Contact > Search Corporate Directory. Search for a user that is located only on the LDAP server.
In this example, search the name Ted.
- One user, Ted Mosby is found. - Ted Mosby does not exist on Cisco Unified Presence.
In Cisco Unified Personal Communicator, go to Contact > Search Corporate Directory and
search for a user that is located on the LDAP server, but not located in Cisco Unified
Communications Manageror CiscoUnifiedPresence. In this example, the searchname Ted is used. The search result displays one user: Ted Mosby. Ted Mosby exists only on the LDAP
server. The LDAP profile is working.
The CCMCIP and CTI gateway profiles will be tested in the next topic, "Desk Phone Control Configuration."
Note The conference profile cannot be tested in the lab because there are no conference servers in the lab environment. The audio profile could be tested, but the result is subjective.
5-143
Desk Phone Control Configuration

This topic describes how to configure desk phone control for Cisco Unified Personal
Communicator.
i' i,cr, C"ni,lana* vi* and C i I Oa
On Cisco Unified
Communications Manager:
* Activate the Cisco
CTIManager service.
Create an application user

named CtiGw and associate the devices to be controlled.
OnCisco Unified Communications Manager in the Serviceability area, check the Cisco
CTIManager check box to activate the service.
In Cisco Unified Coimnunications Manager Administration, create a newapplication user named CtiGw by entering CtiGw in the UserIDfield. Select the phones to be controlled by the
application user CtiGw.
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Enable End Users for CTI

Endusersrequire that CTIis enabled in orderto use tlieCisco Unified Personal Communicator
to control the desk phone.
Enabie End Users for CTI The Standard CTI Enabled group or a customized group must be added for every Cisco Unified IP
phone type.
Choose the Standard CTI Allow Control of Phones supporting
Rollover Mode group for Cisco Unified IP Phone 69XX Series.

Choose the Standard CTI Allow Control of Phones supporting
Connected Xfer and conf group for Cisco Unified IP Phone 89XX /
99XX Series.
In the end-user configuration window, go to the Permissions Information configuration. To

allow CTI control in deskphone mode, add the user to the appropriate groups:

For all IP phones types, add the user to the Standard CTI Enabled group.
For Cisco Unified IP Phones 69XX Series, also add the user to the Standard CTI Allow Control of Phones supporting Rollover Mode group. For Cisco Unified IP Phones 89XX and 99XX Series, add the user to the Standard CTI Allow Control of Phones Supporting Connected Xfer and Conf group.
Verify that the box Allow Control of Device from CTI is checked on the user configuration
page. This setting is the default.
5-145
Device and Directory Number Configuration

The device and directory number need to be enabled for CTI.
Navigate to Device > Phone:

- Select the IP phone of a user. " Verify that CTI is enabled. ; janoa ccî ct i
Go to the directory number: .?<~y

Verify that CTI is enabled.
In Cisco Unified Communications Manager Administration, go to the phone ofthe end user. Verify that the Allow Control of Device from CTI check box is checked. Go to the directory number configuration and verify that the same box is checked in that area
too.
5-146

In Cisco Unified Presence Administration, configure a gateway to Cisco Unified Communications Managerto send SIP Subscribe messages and to receivestatus updates for
subscribed users.

In Cisco Unified Presence, navigate to Presence > Gateways.
Gateways can be configured for Cisco Unified Communications Manager and Microsoft Outlook. Used to send SIP subscribe messages.
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Navigate to Presence > Gateways. Set the following parameters: Presence Gateway Type: Select CUCM (Cisco Unified Communications Manager gateway) to allow Cisco Unified Presence to receive On the Phone availability information. The administrator must configure Cisco Unified Communications Manager as a Presence Gateway on Cisco Unified Presence for the SIP connection to manage the phone availability infonnation exchange between Cisco Unified Communications Manager and
Cisco Unified Presence. The Cisco Unified Presence server sends SIP Subscribe messages to Cisco Unified Communications Manager over a SIP trunk (configured on Cisco Unified Communications Manager), which allows the Cisco Unified Presence server to receive
availability infonnation, for example, phone on/off hook status.

Description: Enter a meaningful description that helps to distinguish between presence gateway instances when more than one type of gateway is configured. The maximum
length ofthe description is 128 characters. All characters are allowed except: quotation marks ("), close angle bracket (>), open angle bracket (<), backslash (\), ampersand (&). and percent (%).
Presence Gateway: Enter one ofthe following values to connect with the Cisco Unified Commumcations Manager server: fully qualified domain name (FQDN), DNS server (DNS SRV) FQDN, or IP address. This field must exactly match the IP address, hostname, or FQDN ofthe associated Cisco Unified Communications Manager server.
5-147
CTI Gateway and Profile Configuration

Cisco Unified Presence dynamically creates a TCP-based CTI gateway profile that isbased on
the hostname of Cisco Unified Communications Manager.
Navigate to Application > Cisco

Unified Personal Communicator
> Cn Gateway Server. The configuration is created automatically
Navigate lo Application > Cisco

Unified Personal Communicator
> CTI Gateway Profile
The prof le is created automatically, but it must

be associated with end
users atiaUt D.I.S. S.tanrd
Before using this profile, verify that Cisco Unified Presence and Cisco Unified Personal
Communicator clients canpingCisco Unified Communications Manager by the DNSname. If

they cannot contact the server, the administrator needs to use the IP address of Cisco Unified
Communications Manager in Cisco Unified Presence Administration (Application > Cisco Unified Personal Communicator > CTI Gateway Server) instead ofthe hostname.
The administrator does not need to perfonn this procedure if Cisco Unified Communications Manager was previously configured with an IP address through the Cisco Unified Communications Manager Administration > System > Server menu. Cisco Unified Presence automatically populates the CTI gateway fields. The administrator can also use a specific CTI gateway profile as the system default, or add
users manually to the profile.
5-148
Desk Phone Control Settings

Thedesk phone control application provides connectivity between Cisco Unified Communications Manager andsoftclients that provide click-to-dial andphonecontrol-type
services. The administrator can configure the Desk Phone Control application to connect up to a maximum of eight Cisco Unified Communications Manager servers.
Desk Phone Control Setting?

Go to Application > Desk Phone Control >
Settings:
Assign users via Application > Desk Phone Control > User Assignment.
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Application Status: The default setting is off. Select On to allow Cisco Unified Presence users to control their Cisco Unified IP phone using Cisco Unified Personal Communicator or a third-party desktop IM application, such as Microsoft Office Communicator, The desk phone control application provides connectivity between Cisco Unified Communications Manager and the client applications.
Application Username: The application username field is prefilled with CtiGw. Application Password: Enter the password ofthe CtiGw application user. Heartbeat Interval (seconds): Enter the number of seconds after which the server
connection should refresh. Cisco Unified Presence uses the heartbeat interval to verify and maintain connectivity with the external database. This value determines the interval ofthe heartbeat messages, which reflects the connectivity status between tlie Cisco Unified Presence server and Cisco Unified Communication Manager server. The range is 5 to 20 seconds, and the default is 8 seconds.
Session Timer (seconds): Enter the value after which the SIP session timer should refresh. The range is 1810 to 2000 seconds, and 1810 is the default. CUCM Address (1 of 8): Enter the IP addresses ofthe Cisco Unified Communicalions Manager.
If any of these settings are changed, restart the SIP proxy for the changes to take effect. To
Note
restart the proxy server, select Presence > Routing > Settings.
5-149
Desk Phone Troubleshooter

Use the system troubleshooter to verify the desk phone control configuration.
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Use the system troubleshooter to verify the desk phone

control configuration:
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Thesystem troubleshooter performs the desk phone tests. Thefollowing is a description ofthe tests, with a description ofthe problems, and solutions to these problems:
Verif; that the desk phone control application is active.
The system indicates that the desk phone controlapplication is currently toggledto
inactive.
Solution: To turn on the desk phone control application, select Application > Desk
Phone Control > Settings.
Verify that the desk phone control application settings entry exists.
Tlie system indicates a missing entry in the desk phone control settings table.
Solution: To configure the desk phone control settings, select Application > Desk Phone Control > Settings.
Verify valid Desk Phone Control server address (check reachability).

Invalid Desk Phone Control sener address. Unreachable address.
Solution: Configure a valid Desk Phone Control server address on the Desk Phone
Control Settings window (select Application > Desk Phone Control > Settings.)
Verify'that the Cisco Unified Presence desk phone control application username and password match the configured Cisco Unified Communications Manager application
username and password.
Desk phone control application usemame mismatch exists. Or desk phone control
application password mismatch exists.
5-150
Solution: Configure a valid deskphone control application usemame and password

on the Cisco Unified Communications Manager server that matches the desk phone
control application usemame andpassword on the CiscoUnified Presence server.

Verify that the desk phonecontrolservice is running.
Desk phone control service currently does not run.
Solution: To start the desk phone controlservice,navigateto Cisco Unified Serviceability and select Tools > Control Center - Feature Services. Start the
Cisco UP SIP Proxy service.
Verify whether anyusers are currently assigned Desk PhoneControl.

Tliere are currently no users that are enabledfor deskphone control. Solution: To assign the desk phone controlfeatureto users, select Application >
Desk Phone Control > User Assignment.
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Testing Cisco Unified Personal Communicator

When testing the Cisco Unified Personal Communicator, the call menus should become available. Without desk phone control, themenus aregrayed outor areinactive.
:ISCO
The phone can be controlled, and call menus are

available.
Dal Pad and File > Call
ttAd are available
CCMCIP profile is working and

shows two as social ed devices
When a phone canbe controlled withthe Cisco Unified Personal Communicator, the CTI Gateway profile is used. For example, press the dial pad, dial from JohnDoe(2001) to 2002. The phone of John Doe shouldstart the call and go into loudspeaker mode.
The CCMCIP profile acquires the associated device list information from the Cisco Unified
Communications Manager. In this example, John Doe can control two phones, 2001 and3001.
Only one phone can be controlled at any time.
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Integrating Cisco Umfied Communications Applications (CAPPS) v8.0
Meeting Notification
This topic describes howthe calendaring feature is configured.
Prerequisites for Calendar Integration

The integration of Microsoft Exchange requires:
Microsoft Active Directory 2003 or 2008
* Microsoft Exchange Server 2003 or 2007 The following states can be mapped from Microsoft Outlook to
Available
Free/tentative
Idle/Busy
Busy
Out ot Office
Away
Microsoft Exchange calendaring allows users to correlate their calendar status in Microsoft Outlook with their availability status in Cisco Unified Presence. The table shows how Cisco UnifiedPresence updatesthe availability status,which is based on the statusof a user as
shown in the Microsoft Outlook calendar.
Ilie integration of Microsoft Exchange with Cisco Unified Presence requires one of the following applications: Active Directory 2003 and Windows Server 2003 or Active Directory 2008 and Windows Server 2008
One ofthe following Microsoft Exchange platforms is installed together with the latest updates:
Microsoft Exchange Server 2003: Servers should be running the latest Service Packs for
both Windows Server 2003 (SP2) or 2008 (SP2) and Microsoft Exchange 2003 (SP2)
Microsoft Exchange Server 2007: Servers should be running the latest Service Packs for both Windows Server 2003 (SP2) or 2008 (SP2) and Microsoft Exchange 2007 (SP1).
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Configuration Checklist for Microsoft Products

Cisco Unified Presence requires a Microsoft Exchange account with special permissions to
query end-user calendaring data. It is recommended to create a separate administrator account
for Microsoft Exchange Calendar integration because the default administrator configuration
may not let the administrator log in to other user accounts.
I'
N.^ll
Set up the Microsoft environmentfor integration with

Cisco Unified Presence:
- Administrator Account for Microsoft Exchangeis required Member of the Exchange View-Only Administrator group
Receive-As permission on the end-user mailboxes
- User needs a mailbox Mailbox database
Managed folder mailbox policy

Active Directory
Associate phone numbers with users
- Upload certificates for security
Hie Microsoft Exchange account must comply withthe following requirements:

Be a member ofthe Exchange View-Only Administrator group.
Have Receive-As pennission on the end-user mailboxes. A useraccount is a regular account that is used by a regular Microsoft Exchange user. Cisco Unified Presence requires additional Receive-As accountprivileges to inspectall tlie calendars of users. It is recommended (o assignthis pennission at a higher level(such as mail storagegroup) lo
enable population of all the mailboxes in the mail storage group. Accounts without a mailbox in the specified storage will not work.
it is also recommended to not install the mailbox role on the servermnningClient Access
Server (CAS). When the mailbox role is installed on the same server as CAS, it has been
observed that calendaring presence does not work correctly. Use a stand-alone CAS. Set the following for existing Microsoft Exchange users:
Mailbox database: Select tlie required mailbox database.
Managed folder mailbox policy: Select the messaging records management mailbox
policy and associate it with the mailbox.
After the Microsoft Exchange Server is installed and configured, the administrator can add or modifj the users in Active Directory and associate telephone numbers with those users.
In the Active Directory Application window, add a username and the telephone number that is associated with each particular user. The usemames that are configured in Active Directory must be idenlical to those names defined in Cisco Unified Communications Manager.
5-154 Integrating Cisco Unified Communications Applications (CAPPS) v8 0
For more and detailed infonnation on the Microsoft integration configuration, refer to the following document:
Integration Note forConfiguring Cisco Unified Presence Release 8.0 with Microsoft
Exchange at:
http:/.,ww^.cisco.coni/ea/US/docs/Voice_ip_conmi/cups/8_0/english/inlegration_noto';/
F.xchlnt.html.
! 2010 Cisco Systems, Inc
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Microsoft Outlook Gateway

Tlie administrator can configure a Microsoft Exchange Server (for Microsoft Outlook) as a
presence gateway. This configuration will allow the Cisco Unified Presence server to collect
presence infonnation (for example, calendar or meeting status) on a per-user basis and
incorporate it into the presence status ofthe user.
In Cisco Unified Presence, go to Presence > Gateway:

1 Use the Services button on the IP phone Log in to Cisco IP Phone Messenger. Select Today's Meetings.
InCisco Unified Presence, go to Presence >Gateway and configure the following: Presence Gateway Type: Select Outlook (Microsoft Exchange Calendaring gateway) to
allow Exchange to pass In a Meeting availability infonnation to Cisco Unified Presence.
Configure a Microsoft Exchange Server (Microsoft Outlook) asa presence gateway for
calendaring infonnation exchange.
Presence Gateway: Enter oneof thesevalues to connect withthe Microsoft Exchange

Server: FQDN, DNS SRV FQDN, or IP address.
Account Name and Password: Enter the Microsoft Exchange AccountNameand

Password that are required for Cisco Unified Presence to connect to the Microsoft
Exchange Sener. Thisvalue mustmatch the Account Name ofthe configured account on
the Microsoft Exchange Server. Presence Gateway Port: Enter the port that is used to connect with the Microsoft
Exchange Sener. This value mustmatch the available port on the Microsoft Exchange
Server. Ihe default value is 443.
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Cisco Unified MeetingPlace Notification

The Meeting Notification application allowsusers to receive incomingmeetingnotifications (on their Cisco IP Phone Messenger -enableddesk phone)from their Microsoft Outlook Calendar. The meetingnotification pop-upwill containthe meetingdescription and start time (andoptionally a Joincallback button, if Cisco Unified MeetingPlace is configured properly).
Go to Application > Meeting Notification > Settings:

Enable Cisco Unified MeetingPlace notification.
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To set up Meeting Notification for Cisco Unified MeetingPlace, configure tlie following:
MeetingPlace Address: Enter one of these values to connect with the Cisco Unified MeetingPlace server: FQDN, hostname, or IP address.
MeetingPlace Port: Enter the port that Cisco Unified Presence uses to connect with the Cisco Unified MeetingPlace server. This value must match the available port on the Cisco Unified MeetingPlace server. Use port 80 or 443, and do not to change to other ports if possible. Default values are 80 (Secure Sockets Layer [SSL] disabled) or 443 (SSL
enabled).
Trust Certificate Subject CN: Enter the subject Common Name (CN) for the
Cisco Unified MeetingPlace server. Use SSL: The default setting is Off. Check Use SSL to secure the communications between Cisco Unified Presence and Cisco Unified MeetingPlace servers.
' 2010 Cisco Systems. Inc.
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User Option Pages

Set the Include Calendar information in My Presence Status to On. The default is Off.
The end user must enable calendaring.

" In the user option pages, goto Preferences. s Enable the mapping of calendar information to the presence
status.
r>__
The end user must decide to include calendar information in the presence status. The end user can also configure Cisco Unified MeetingPlace user ID and password credentials that will be used by the Meeting Notification application to contact the end user on the phone when a scheduled meeting is about to commence.
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Summary
This topic summarizes thekey points thatwere discussed inthislesson.
Summary
- Enable Cisco IP Phone Messenger to allow users to chat with their phones. Instant messaging between IP phones and Cisco
Unified Personal Communicator is possible. - Cisco Unified Personal Communicator can be configured in
softphone mode. This option requires the configuration of a Cisco

Unified CSF device in Cisco Unified Communications Manager.
In Cisco Unified Personal Communicator, configure the account
settings for the LDAP, voice-mail, and conferencing profiles. Use

the Server Health tool to troubleshoot issues.
- In Cisco Unified Communications Manager, enable CTI for the user, device, and directory number. In Cisco Unified Presence,
configure the presence gateway and enable the desk phone

control application.
* Integrating Microsoft Exchange automates the updating ofthe presence status, which is derived from the calendar.
The lesson covered the configuration of Cisco IP Phone Messenger and how to set up Cisco Unified Personal Communicator in softphone mode. The lesson explained the profiles that are used to integrate with the different applications such as voice messaging. Desk phone control allows controlling associated IP phones with the Cisco Unified Personal Communicator.
Integrating the calendaring features allows automatic updatingofthe presencestatusofthe user

depending on entries in the calendar.
References
DeploymentGuidefor Cisco UnifiedPresence Release 8.0 at: htlp:/.A;iiCo.com/en-/US/docs/\oice_ip_comin/ciips/8_0/english/install_upgrade/deplo}nienl /guide/CUPdeploy.hhnl

Configuring the Cisco IP PhoneMessenger Service guide at:
http://cisco.coni/en/US/docs/voice_ip_conim/ciips/8_0/englisli/install_upgrade/deplo\nicnt
/guide''daippin.html
Integration Notefor Configuring Cisco UnifiedPresence Release 8.0 with Microsoft

Exchange at:
http;//\\"\\^.cisco.coni/en/US/docs/voice_ip_conini/cups/8_0/english/integration_nolc^'
F\chTnt.html
>201G Cisco Systems, Inc
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5-160
IntegratingCisco Unifed Communications Applications(CAPPS) v8 0
2010 Cisco Systens, Inc.
Lesson 5
Verifying and Troubleshooting

Tools for Cisco Unified
Presence Components
Overview
This lesson covers the Cisco Unified Presence system troubleshooter and the Cisco Unified
Personal Communicator server health tool, which help the administrator resolve presence issues
quickly. Some common issues for Cisco Unified Personal Communicator arepresented and
resolved, Finally, tracing is activated and some example trace outputs are shown.
Objectives
Upon completing this lesson, you will be able to describe the Cisco Unified Presence verification and troubleshooting tools that are available for different Cisco Unified Presence components and explain how to use them. This ability includes being able to meet these objectives:

Explain the use ofthe Cisco Unified Presence troubleshooter Explain the use ofthe Cisco Unified Personal Communicator troubleshooting tools
Explain how to trace on Cisco Unified Presence

This topic describes the Cisco Unified Presence system troubleshooter and howit can be used to finalize the integration with Cisco Unified Communications Manager and other voice-related
applications.
'V't-fttH:
Use the System Dashboard to acquire a snapshot of

the state of Cisco Unified Presence:
* Number of devices, users, and '}J 5WT,
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Use the System Dashboard to acquirea snapshot ofthe state of Cisco Unified Presence, including a summarydata view of these system components: numberof devices, numberof users, per-user data (such as licensing), contacts, and primary extension. The result in the dashboard is a compressed output ofthe systemtroubleshooter, which is presentedon the
following pages.
System infonnation displays the following read-only fields:
Troubleshooter Status: Statusofthe system.Sync Agent, Presence Engine, and Session Initiation Protocol (SIP) proxy. Select the dialog/speech iconto anchor the tooltip and
scroll througli the troubleshooting information.
CUCM Publisher: IP address ofthe Cisco Unified Communications Manager publisher

sener.
Sync Status: Date on which the sync with the publisher server occurred.
Total End Users: Number of users. Select the View hyperlink to locate users.
Licensed Users: Number of licensed Cisco Unified Presence users. Select the View
hyperlink to see more details on these users.
Topology infonnation displays the following read-only fields:
Troubleshooter Status: Troubleshooting status ofthe cluster topology.

Assigned Nodes: Assigned nodes in the cluster topology. Unassigned Nodes: Unassigned nodes in the cluster topology.
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Assigned Users: Assigned users in the clustertopology. Unassigned Users: Unassigned users in the clustertopology.
Subclusters: Subclusters in the cluster topology. Publisher Node: Publisher node in the cluster topology.
If there are no federated domains, select Add to add one. Federated Domains information
displays the Interdomain Federated Domains read-only field (notshown in the figure).
Interclustering information displays the following read-only fields:
Troubleshooter Status: Troubleshooting statusofthe Cisco Unified Presence clusters.

Inter-Cluster Peers: Number of users that are associated with an intercluster peer.
If the users associated with an intercluster peer are duplicated, a link showing the
number of duplicate users displays. Select the X Duplicates found hyperlink.

Users Associated with Peer <IP address>: This field displays the number of users associated with an intercluster peer. This field only displays if an intercluster peer is already configured in the Intercluster Peer Configuration window.
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Verify the usage of system resources by logged-in

and assigned users:
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Cisco Unified Personal Communicator infonnation displays thefollowing read-only fields:
Troubleshooter Status: Troubleshooting status of Cisco Unified Personal Communicator.

Licensed Users: Number of licensed Cisco Unified Personal Communicator users. Logged-in End Users: Number of licensed Cisco Unified Personal Communicator users
who are signed into the application currently.
Desk PhoneControl infonnation displaysthe following read-only fields:
Troubleshooter Status: Troubleshooting status ofthe desk phone control feature.

Assigned Users: Number of assigned Microsoft Office Communicator users.
Calendar Integration information displays the following read-only fields:
Users with Calendaring enabled: Number of users for whom calendaring is enabled.
If there is no calendaring gateway, select Add to enable an end user for Outlook.
Cisco IP Phone Messenger information displays the following read-only field:

Troubleshooter Status: Troubleshooting status ofthe Cisco IP Phone Messenger feature.
Third-party application programming interface (API) infonnationdisplays the following read

only field:
Logged-in End Users: Number of users who arc signed into third-party APIs currently.
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Presence Viewer
Use the presence viewer to troubleshoot single user issues.
Presence Viewer
When a single user reports
presence issues, the
Presence Viewer might help in resolving

the issue:
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Contacts displays the

contacts of John Doe.
* Watchers displays the

users subscribed to the
presence status of John

Doe.
Devices shows the associated devices.
Use the Presence Viewer diagnostic tool toview the configuration and availability status ofa user inCisco Unified Presence, and toidentify availability-related issues. The following
diagnostic information is available:
Overall Reachability Status: Identifies the availability state ofthe user, including:
Available. Busy.Away, Do Not Disturb, Unavailable, Vacation, and Unknown.
Personal Information: Identifies personal information about theuser, including the

following:
Userphoto. The userphoto is retrieved via a URL thatyou configure on the Presence Engine Service Parameters window. Anexample of this URL is:
http://wA\'win.cisco.com/dir/photo/std/%%uid%%.jpg , where %%uid%% is replaced

with the User ID ofthe specifieduser.
Name and User ID First Name and Last Name
Manager and Department

Phone and Mobile Local or Remote user
Cluster Topology Assignment Information: Identifies the Cisco Unified Presence node
and subcluster towhich the user isassigned. Hyperlinks allow the administrator to go
directly to the node and subcluster details.
License Information: Identifies whetherthe user is licensedto use Cisco Unified Presence
and Cisco Unified Personal Communicator.
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Application Information: Identifies whether the user is licensed to, assigned to, or signed
in to tlie following applications:
Mobility Integration in Cisco Unified Mobile Communicator

Desk Phone Control Client in Microsoft Office Communicator
Calendar Integration in Microsoft Exchange Contact List Size: Displays the number of contacts for a specified user. Expand the Details keyword to view more details about the contactlist composition. A contactmay belong to multiple groups, but it only countsonce againstthe contact list size of thai user.
Contact List: Displays the contacts and availability statusof a user from the perspective of the specifieduser. If a contact is in a group, the administrator can expandthe Details keyword to viewthe listof contacts within the group. Contacts that arenot partof a group (grouplcss contacts) displaybelowthe contactgroup list. Groupless contacts are not included in the expandable list. A contact maybelong to multiple groups, butit onlycounts once against the contact list size of that user.
Watchers List: Displays a listof users that are known as watchers, who havethe specified
user in their contact lists. A contact may belong to multiple groups, but it only counts once against the contact list size of that user.
Device List: Displays all devices that are associated with a specified user and indicates the device line availability status and capabilities, for example, supportfor audio,video,or
instant messaging (IM).
Note
Third-party ExtensibleMessaging and Presence Protocol (XMPP) clients are not included in
the device list.
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The systemtroubleshooter is a helpful tool that supports the administrator in troubleshooting the integration of Cisco UnifiedPresencewith other applications.
The system troubleshooter helps the administrator to
check the modules of Cisco Unified Presence:
- For example System Troubleshooter module * For example, click here, and the GUI brings the administrator directly to the configuration page to set up NTP.
Tea Dawnet-Ms
Click rwe to configure the NTP server.

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Ststvn *Q**v1tr w**Bt*s to
The System Troubleshooter for the system tests the following: Verify' that the size ofthe database accommodates the node.
The node is not installed or cannot be reached. Database size is between 90 and 97
percent, while the actual size is X. Database size is greater than 97 percent, while the
actual size is X.
Solution: Install the node in the Cisco Unified Presence cluster topology, and ensure that each node can be reached via a ping.
Verify that nodes in cluster are synchronized to the same Network Time Protocol (NTP)
server.
The node cannot reach the NTP server. The server time is not synchronized.
Encountered a remote access error.
Solution: Use the following command to restart the NTP service on the Cisco Unified Presence publisher: utils ntp restart. To resolve the remote access error, restart the A Cisco DB Replicator service.
Verify that licenses are loaded and valid.
[Evaluation Mode] System is currently operating in Evaluation mode and will expire in x days. Upload the relevant license file in order to allow the system to run in production mode. Visit the License Unit Report Page to view the license details. [Evaluation Expiry Mode] Encountered a licensing problem. Reason: System was operatingin Evaluation mode and the licensehas now expired. Uploadthe relevant license file in order to allow the system to run in production mode. Visit the License Unit Report Page to view the license details.
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Solution: Verify thattherelevant license file has been loaded using the License Unit Report page. Also, if running in Evaluation mode, verify that the license has not
expired.
The system troubleshooter can check the following Cisco

Untfied Presence modules:
Sync Agent a Presence Engine SIP Proxy

- IP Phone Messenger
Desk Phone Control
Meeting Notification/Calendaring
- Inter-Clustering 1 Topology
Cisco Unified Personal Communicator External Database
Third Party LDAP Connection
Tlie figure liststhe Cisco Unified Presence modules thatcan be tested by the system
troubleshooter.
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Selected Warnings
More than 60 tests are done in 11 Cisco Unified Presence modules ofthe system
troubleshooter.
Selected Warnings
Warnings might indicate that remote servers are unavailable or profiles are not used: 0 Meeting Notification/Calendaring Troubleshooter
0 Inter-Clustering Troubleshooter
Q Cisco Unified Personal CommunicatorTroubleshooter
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For example, the Meeting Notification/Calendaring Troubleshooter pings the Microsoft server and gives a waming that the Microsoft Exchange PresenceGateway is not configured properly. The Inter-Clustering Troubleshooter cannotreach the peeringCisco Unified Presence server.
The solution is to verify a valid intercluster peer.
The Cisco Unified Personal Communicator Troubleshooter reports an unused computer
telephony integration (CTI) gatewayprofile(Transport Layer Security[TLS]). Because security is not used for CTI controlin this example, this waming is correct,but is not an issue.
Troubleshooting Cisco Unified Personal

Communicator
This topic describes the tools available in Cisco Unified Personal Communicator to
troubleshoot end-user issues.
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Common issues when working on trouble tickets for

Cisco Unified Personal Communicator users are: * Example 1: The end user Cisco Unified IP phone cannot be
selected.
" Example 2: In softphone mode, telephony is not possible.

Example 3: Users are not shown as On the Phone in the Contact List during an active call.
* Example 4: End user cannot log in to Cisco Unified Personal

Communicator.
" Example 5: Search for contacts in Cisco Unified Personal

Communicator returns no results.
* Example 6: The end user cannot control the Cisco Unified IP

Phone 9971.
The figure shows six examples ofcommon issues that are reported by end users when enabling
end users for Cisco Untfied Personal Communicator. The examples will beexplained next.
Example 1: Cisco Unified IP Phone Cannot Be Selected

A common error is that end users cannot select their Cisco Unified IP phone.
Example 1: Cisco Unifii

Cannot Be S
The end user reports that Cisco Unified Personal

Communicator returns an error message when starting the client:
Verifythat the user devices are registered to the Cisco
* Verify that the end user is associated with Cisco Unified IP phones in end user configuration. * Ensure that the CCMCIP profile in Cisco Unified Presence is applied to the end user. Verify in Cisco Unified Communications Manager that the
device and directory number can be controlled by CTI.
In this example,an end user reports that after loggingin to Cisco Unified Personal Communicator, the client responds with the error message that the selected device is not available. The end user can click OK to accept this message, or click Select Another Device. Typically, each end user has only one IP phone.Therefore, the selectionof anotherphone will
show that no other device is available.
Common reasons for this problem are the following: The associated IP phone is not registered with the Cisco Unified Communications Manager, which occurs due a network, cabling, or appliance problem.
The IP phone is not associated in the end-userconfiguration in Cisco Unified

Communications Manager Administration web interface. The end user has no Cisco Unified Communications Manager IP Phone (CCMCIP) profile that is assigned in Cisco Unified Presence.
The IP phone or directory number cannot be controlled by CTI. This situation occurs when
the Allow Control of Device from CTI check box is unchecked.
1201C Cisco Systems, Inc.
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Example 2: In Softphone Mode, Telephony Is Not Possible

When using Cisco Unified Personal Communicator, tlie enduser cannot receive or place a call.
noii-e iffloi.c. Ien ho
When using the softphone mode in Cisco Unified Personal Communicator,
the end user cannot initiate or receive
a call.
Perform the following tasks:

In Cisco Unified Communications
Manager, in Ihe end user configuration,

check if the Cisco Unified CSF device is associated with the end user.
Verify that the Cisco Unified CSF device
is registered with the Cisco Unified
Communications Manager. Ensure that the correct directory number and partition/CSS are configured.
Thesoftphone mode is typically used when an end useris not in the office. Forexample, an end
user is currently at the airport and uses Cisco Unified Personal Communicator over a VPN
connection. When the userreports thatplacing a callor receiving calls is not possible, verify
the following configurations: Verify that the end user is associated with the Cisco Unified Client Services Framework
(CSF) device in theend-user configuration inthe Cisco Unified Communications Manager

Administration interface.
Ensure that the Cisco Unified CSF device is registered with Cisco Unified Communications Manager. If the device is not registered, the problemmay occurdue to an error in the services on Cisco Unified Communications Manager or the connectivity between the client and Cisco Unified Communications Manager.
Check the configuration ofthe Cisco Unified CSF device. Ensure that the correct directorj'
number, partition, and calling search space (CSS) are applied.
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2: In Softphone IVtode Telephony Is No
In deskphono mode, tha

Cisco Unified CSF device
is not registered to asco

Unified Communicalions
Manager.
In softphone mode, the

Osco Untied CSF
device it registered
To verify that the Cisco Unified Personal Communicator is registered with Cisco Unified
Communications Manager, search for the Cisco Unified CSF device in Cisco Unified
Communications Manager using Device > Phone.
Insoftphone mode, the Cisco Unified CSF device should show that it isregistered. Inthe example above, the Cisco Unified CSF device with the device name CUPCJDOE shows a
status of Registered with 10.1.1.1.
>201G Cisco Systems. Inc.
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Example 3: Users Are Not Shown as on the Phone During an

Active Call
A user reports that the presence status does notchange to Onthe Phone.
..iii^f.. 3 Users Art, Nut bhot.ri i'.) *ih
the Phone during an Active Call

An end user reports that during an active call the status is
displayed as Available.
Ensure that the SIP trunk between Cisco Unified Presence and
CiscoUnified Communications Manager is set up correctly - Check on Cisco Unified CommunicationsManager that the line
association of the end user directory number is configured.
Ifeverything is configured correctly, a user isautomatically shown as On the Phone during an active call. When the end user reports that tlie presence status is not displayed correctly,
perfonn the following tasks:
Typically, this error occurs ifthe line association isnot configured. InCisco Unified Communications Manager, check theIP phone, device profile, or Cisco Unified CSF
device directorj number and associate the end user with the line.
Verify- that the SIP trunk for presence subscription is configured correctly. Check theCisco
Unified Coimnunications Manager and Cisco Unified Presence site of ihe SIP trunk.
Ensure that the SIP trunk security profile inCisco Unified Communications Manager is
configured correctly.
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Example 4: End User Cannot Log in to Cisco Unified Personal

Communicator
Anothercommon issue is that end userscannotlog in to Cisco UnifiedPersonal
Communicator.
Example 4: End User Cannot Log

Cisco Unified Personal Communi*
An end user reports that logging in to Cisco
Unified Personal Communicator does not work.
. I

Ensurethat theuser account is not locked due to
password policies in the LDAP server or Cisco Unified

Check that the end user is using the correct server IP

address or hostname.
I
- Ensure DNS functionality wtien using (he hostname of

r"
Verify in Cisco Unified Communications Manager that

the license capabilities are configured correcUy:
3'
Anenduser tries logging into Cisco Unified Personal Communicator and theclient responds
with a Login failedmessage. Verifythe following things:
Ensure that the end-user account is not locked out due to password policies in Cisco
Unified Communications Manager or Lightweight Directory Access Protocol (LDAP) (for
example, there were too many wrong login attempts and the account was locked by the
LDAP sener security policy).
Sometimes users maychange the server IP address or hostname by accident. Check that the
user is trying to log in to the correct server.
When using thehostname of Cisco Unified Presence, ensure thattheDomain Name System (DNS) server is reachable and resolves thehostname to the correct IP address.
On Cisco Unified Communications Manager, verify that the license capabilities were configured correctly.
Beforestarting troubleshooting at the appliance or server level, performbasic connectivity tests. Connectivitytests include the following: check the network cable or Wi-Fi settings, try
Note
to ping CiscoUnified Presence, and ensure that the user does not use Caps Lock when
typing the password for the user account.
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Example 5: Search for Contacts Returns No Results

The end user reports that adding new contacts from the directory isnot possible.
:_xan:|.k- b Search lor <' >umrt-.<
The end user reports that new contacts cannot be added to the
ContactList; the search does not return any results.

' Ensure that the profilesare applied to the end user in Qsco Unifed Presence
Misconfiguration may also be
indicated when the user ID
cannot be resolved from LDAP
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In thisexample, the end userreports that adding newcontacts to the Cisco Unified Personal Communicator contact list isnotpossible because the directory search returns no results. Perfonn the following steps to troubleshoot the problem:
Ensure that the end user is associated with the correct LDAP profile. Amissing LDAP
profilecan also be indicated when the user ID in Cisco Unified Personal Comimmicator cannot be resolvedby tlie LDAPdirectory.
Verify that the Search Context parameter in the LDAP profile configuration ofCisco
Unified Presence is correct.
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Integrating Cisco Umfied Communications Applications (CAPPS] v8.0
Example 6: The End User Cannot Control the Cisco Unified IP

Phone 9971
In thisexample, the end usercannot control the Cisco Unified IP Phone 9971.
Example 6: The End User Cannot

Control the Cisco Unified H
An end user reports that the new Cisco Unified IP Phone 9971
cannot be controlled with Cisco Unified Personal Communicator.
The user did not have problems with the Cisco Unified IP Phone
7970. > Perform the following tasks:
Verifyin Cisco Unified Communications Manager that the end user is

associated with the Cisco Unified IP phone.
Verify that the Allow Control of Device from CTI check box in the
device is checked.
- Check in Cisco Unified Communications Manager that the correct
groups and roles are defined;
.~-"~ "V Control ot Phones Supporting

Chooso Standard CTI Allow Connected Xfer end Conf
group lor Cisco Unlfisd

89XX/99XX Saris* IP Phones.
The user reports that since the newCisco Unified IP Phone 9971 wasinstalled, CTIdeskphone
control ofthe device is not possible. With the previously used Cisco Unified IP Phone 7970, the user had no problems. Verify the following: On Cisco Unified Communications Manager, ensure that the new Cisco Unified IP phone was associated with the end user in the end-user configuration window.
Verify that the Allow Control of Device from CTI check box in the device configuration
on Cisco Unified Communications Manager is enabled.
Checkthe user groupsin CiscoUnifiedCommunications Manager. The Cisco UnifiedIP

Phones 89XX / 99XX Series need an additional group. Add the end user to the Standard
CTI AllowControlof PhonesSupporting ConnectedXfer and Conf group or a customized

group, if configured.
5-177
Server Health
Cisco Unified Personal Coimnunicator includes tools toverify- the system status and helps
administrators to troubleshoot problems.
Navigate to Help > Show Server Health in Cisco Unified
Personal Communicator to show the connectivity status.

1The Server Status lab
. provides a bnef overview of connectivity to the different
services
The Notifications tab
shows a log with the

error information
CKA Hmc rOll
When a user reports problems with Cisco Unified Personal Communicator, theadministrator can use the Server Health andNotification window to display the current connection status for
each service in Cisco Unified Personal Communicator.
Navigate to Help > Show Server Health to open the Server Statuswindow. Go to the
Notifications tabto show a detailed logwith theerror information and a time stamp.
5-178
2010 Cisco Systens, Inc
Problem Report
Theproblem report tool allows endusers to generate a dump file fortroubleshooting
The Problem Report tool can be

accessed via Help > Create
Problem Report in Cisco Unified

Personal Communicator:
The Problem Report tool starts automatically when the dient stops responding. It creates a file on the desktop ofthe
end user in the following format:
CUCSF-jdoe_I2-2-48_4-9-2010.zip
It can be used for troubleshooting a
issue.
it can be provided to TAC engineers

when handling cases.
The Problem Report tool allows end users tocreate anerror dump file, for example, when
Cisco UnifiedPersonal Communicator stops responding. After CiscoUnified Personal Communicator ceases to respond, the Problem Report tool pops up automatically. The usercan also create a Problem Reporttool dumpwhen navigating to Help> Create Problem Report.
For a detailed report, check the Enable Detailed Logging parameter in the help menu. The
Problem Report tool creates a dump ontheuser desktop, archived with a zip and containing the username and time stamp in thefilename. This filecanalso be sent to Cisco Technical
Assistance Center (TAC) when processing Cisco TAC cases.
) 2010 Cisco Syslems. Inc.
5-179

In addition to the Cisco Unified Personal Communicator. Cisco Unified Presence includes a
module to test Cisco Unified Personal Communicator issues.
2isco Unified Prese

Navigate to Diagnostics > System Troubleshooter in Cisco
Unified Presence Administration:
f.> tlvfttd p*<*n<J (*iMBtitraui< Jnmb!aalt4nr
<ri:.f.8
W"! FrrNtm
it-ijti.n
Displays a systemwide
.2
j overview of curreni
j problems
T .., .-.,.; ,rr
"""
Displays solulions
| for open issues

--"-
'.:;'*'....
.. ,,,. ,. ,.., j,.,.
.,.C<,^.....,
i^Zf~;*x:y
;,<<..< *, ,.,,
TheSystem Troubleshooter perfonns the following tests for Cisco Unified Personal
Communicator integralion:
Verify whether any Cisco Unified Personal Coimnunicator user iscurrently licensed.
No Cisco Unified Personal Communicator users arecurrently licensed.
Solution: License users onCisco Unified Coimnunications Manager. Select System

> Licensing > Capabilities Assignment.
Verifythat a primary TFTP server has been configured and can be reached.
No TFTP servers have been configured. A primary TFTP server musl beconfigured
for Cisco Unified Personal Communicator to work properly.
Solution: Verify that one ormore valid TFTP servers have been configured and can
be reached.
Verify whether Cisco Unified Personal Communicator users have been assigned to a
subcluster.
The following Cisco Unified Personal Communicator users are currently unassigned. Users must be assigned to a subcluster inorder for availability status
reporting to work properly for those users.
Solution: Assign Cisco Unified Personal Communicator users using the Topology
User Assignment window.
Verify' whether the Cisco Unified Personal Communicator application profiles havebeen
configured.
Ilie following applications have no configured profiles.
5-180
>2010Cisco Systems, Inc
Solution: Create profiles foreach application, forexample, voice-mail and

conferencing profiles.
Verify that all conferencing servers have a known type for better Cisco Unified Personal
Communicator performance.
These conferencing servers donothave a known type. This situation candegrade

Cisco Unified Personal Communicator performance in some cases.
Solution: Choosea type for each conferencing server.
Verify whether Cisco Unified Personal Communicator mailstore servers have been
configured and can be reached.
Currently there arenomailstore servers configured. Thefollowing mailstore servers

cannot be reached: X
Solution: Configure mailstore servers, which canbeused inthevoice-mail profiles. Verify that the address ofthe mailstore server is validand that it canbe reached.
Verify whether theCisco Unified Personal Communicator application profiles have any
unassigned users.
Tlie following application profileshave no usersassigned.
Solution: Assign users to profiles foreach application, forexample, voice-mail and

conferencing profiles.
Verify whether the primary server for each Cisco Unified Personal Communicator
application profile can be reached.
Tlie following application profiles currently have a primary server that cannot be
reached.
Solution: Verify theprimary server for eachapplication profile, for example, voicemail and conferencing profiles.
5-181
Cisco Unified Presence Tracing

This topic desaibes howto enable traces in Cisco Unified Presence and howto viewthetrace
files.
Tracing can be enabled in the Cisco Unified Serviceability:

Select a server.
Select a service group.

Select a service.
"Tjiint ProftI-- Jjt-nt -:.a,-.
'Ciiiilgatent i,ll,-'
MnterclLijtei 5*:it Ajeiit i ^ LUM Jg-m {Ji.u.e: Paiipase and Admn S^r."
Perfuimanê and t-orntcirij Se
' "CP SIP federate
1 XCP 7=>t Contemn* Mai.au 5 vrp v.vli Ci'iie<tionMana(j

> ICP >Mlwrier3Bcri fnnne
Cisco Unified Sen iceabilify provides trace tools to assist the administrator in troubleshooting
issues with Cisco Unified Presence or Cisco Unified Personal Communicator. Cisco Unified Sen'iceabilify supports:
System diagnostic interface (SDI) trace

Log4J trace (for Java applications)
Inthe Alarm Configuration window, die administrator can direct alarms to various locations,
including SDI trace log files. If alarmsare required, configure trace for alerts in tlie Cisco Unified Real-Time Monitoring Tool (RTMT).
After the administrator has configured information to be included in the trace files for the
various services, collect and view trace files by using the trace and Log Central option inthe
Cisco Unified RTMT.
Theadministrator can configure traceparameters for any feature or network service that is
available onany Cisco Unified Presence node inthe cluster. Use the Trace Configuration window to specify the parameters to betraced for troubleshooting problems.
Note
Enabling trace decreases system performance. Therefore, enable trace only for
troubleshooting purposes.
5-132
Trace Filter Settings

Trace filters can be used to limit the amount of logged infonnation.
Trace Filter Settinqs

Modify the trace filter settings to limit the amount of logged
information:
; Sdecl Serve, Servlte Group and Service
c>=r,pr"
cuf.j
. jc3)
St.kp ii'oup:* CUP Series
H3
fw
?ei.i:"
Cisco lJF ,cp Router 141,*)
-ppl. to A. NO<j5
; '
Tri;s On
Irace riHrr Settings
.tetKio Trace lejel Infc

CWj UP >CT Routa-Trjce Field?
Fatal
Error Warn
triable all Trite
Debug
Trace Output SstUnes -
KavTlLin Nc.. -jl files"

I H S.Z5 (MS I
^50
-
The administrator can configure the following filters:
The level of information that needs to be traced (debug level)

What infonnation should be traced (trace fields)
Information about the trace files (such as number of files per service, size of file, and time
that the data is stored in the trace files)
The administrator can configure trace for a singleserviceor applythe trace settingsfor that
service to all servers in the cluster.
Cisco Unified RTMT Install the Cisco Unified RTMT from Cisco Unified Presence by navigating to Applications > Plugins. InCisco Unified Presence Serviceability, activate the relevant service for tracing.
Install Cisco Unified RTMT from the Cisco Unified
Presence Plugins page: Activate tracing inCisco Unified Presence Serviceability. * In Cisco Unified RTMT, go to Tools > Trace & Log Central >
Remote Browse.
' Select Trace Files and the service; forexample, the Cisco UP XCPAuthentication Service. Open the logfiles.
UH *<!> Man
The figure shows an example trace ofthe Cisco UP XCP Authentication Service where jwhite authenticated with Cisco Unified Presence. Failed authentications are not logged.
5-184
Integrating Cisco UmfiedCommunications Applications (CAPPS] v8 0
>2010 Cisco Systens, Inc
Selected Traces: Logout

Thefigure show^ howto logthe information in the casethat a userlogs in or out.
Selected Traces: Logoi
Trace the login and logout procedure of a Cisco Unified

Personal Communicator user: Activate the trace for Cisco UP Client Profile Agent.
Example: The user signed out of Qsco Unified Personal

Communicator.
HE
FMlSwanq i
UtSO^'119'E l]6LEBU;r-j]-a4<3-17, "ap SoapServlet- SOAP request URI /EPASSoapls.
Id co-u' I ! 19 If II? C'Eei.'L- rnvSHS-l MSSapSMriServlw- Service version reauesterj >BI) ini-n; l j 19 it usDttfi.'.- r.rji-tiJj-iii^jspEoacS?!?!- incoming Request
-r. ErT.-elcpc-'i'-li'i er^rrtlprw^v-y,: ziigr; :rj J>05i5 ap-r?n. e Iope "*nv Header-*s*
"mH*Mirir' 6ea? 9^f? T44.429ES42P' sr.5<ir/n-kpv..|piivl-leadernenv Body* -ns? logrmt/

't<ffr-.p!j*-"Wr*E->t-(03S
10 C5 0'. 11 '<f 4J9 PREIL' |M"p 841! '! ert SciapFeuuostPsrterEi*- Pi'Sing SOW n
in-C5 rl' n S9 4S4*: luro [http 8443-1 r z.ciar> SoapServlet SOAPrequest'or logout, vtrsun -F1
10 C5 0: 1] 19 4? l3-HJFrj 'iiltii 14 3-1 T; soap LojoirtHandiei LogoulHanctler logo ul Logout success Sesc-ic
c1 Jf jar-9i!l!S-iU:i3!6;i28
When logging out, the following trace is generated:

2010-05-05 13:19:48,436 DEBUG [http-8443-17] soap.SoapServlet - SOAP request
URI: /E?ASSoap/service/v80
2010-05-05 13:19:46,437 DEBUG [http-8443-17] soap.SoapServlet - Service

version requested: Request vBO
2010-05-05 13:19:48,438 DEBUG [http-8443-17]
soap.SoapServlet - Incoming
cenv:Envelope xmlns;env="http://www.w3.org/2003/05/soapenvelope"><env;Header><session-key xmlns="urn:cisco:epas:soap">60f04 578 -cla96ea7-9988-344742965428</session-key></env:Header>eenv:Body>tns2:logout
xmlns:ns2 ="urri:cisco:epas:soap"/></env:Body></env:Envelope>
2010-05-05 13:19:46,439 DEBUG [http-8443 -17] ext.SoapRequestParserExt Parsing SOAP request
2010-05-05 13:19:48,442 INFO

for: logout, version: v8 0
[http-8443 -17] soap.SoapServlet - SOAP request
2010-05-05 13:19:48,489 INFO [http-8443-17] soap.LogOUtHandler LogoutHandler:logout:Logout success.Sessionkey=60f04578-cla9-6ea7-9988 344742965428
When logging in. the following trace is generated:

2010-05-C5 13:19:55,292 DEBUG [http-6443-17] URI: /EPASSoap/service 2010-05-05 13:19:55,293 DEBUG [http-844 3-17]
version requested:
Request
soap.SoapServlet - SOAP request soap.SoapServlet - Service soap.SoapServlet - Incoming
orig
2010-05-05 13:19:55,293 DEBUG [http-8443-17] <env:Envelope xmlns:env
force="true"><ns2:username>jwhite</ns2:usernamexns2:passwords...</ns2:passwor
dx/ns2 :1ogin>e/env: Body></env: Envelopes 2010-05-05 13:19:55,295 INFO [http-8443-17] for: login, version; orig 2010-05-05 13:19:55,295 INFO [http-6443-17] soap.SoapServlet - SOAP request aoap.LOginHandler - cType =CUPC
2010-05-05 13:19:55,296 INFO

identified
[http-6443-17] aoap.LOginHandler - cupc client
5-185
2G10-C5-05 13:19:55,297 DEBUG [nttp-8443-17] soap.LoginHandler clientHasValid7ersior!=t rue
2010-05-05 13:19:55,297 DEBUG [http-8443-17] soap.LoginHandler - Client does

not have prc-rerred version
2CI0 05-05 :3:19:55,299 :nfO

prelogin:iocalHcstKame-CUF 1
[Lttp-8443 17] soap.LoginHandler [http-8443-17] soap.LoginHandler -
2010-05-05 13:19:55,299 INFO

preiogin:hostAddr=10.1,1.4
2010 05-05 13:19:55,299 INFO

prelogin:hostFQDK=CUP-l
-.http-8443-17] soap. LoginHandler [http-8443-17] soap.LoginHandler -
2010-05-25 13:19:55,299 INFO

1*,'10.1.1.4 ' , 'CUP-1') ;
prelogin;queryString=EXECUTE PROCEDURE ucSOAPPreLogin('jwhite','CUP201C-05-G5 13:19:55,300 INFO 2C10-05 05 13:19:55,307 INFO

NOT an application user
[http-8443-17] soap.TTUtils - checking [http 8443-17] soap.TTUtils - userid=jwhite is [http-8443-17] soap. LoginHandler [http 8443-17] soap.LoginHandler [http-8443-17] soap.LoginHandler -
userid=jwhiteto determine if application user
2010-05-05 13:19:55,32"? INFO

reasoncode=SUCCESS
2010-05-05 13:19:55,327 info

passWdLogin:true
2010-05 C5 13:19:55,327 INFO

doLogin:jwhite:true:CUPC
201C-05-C5 13:19:55,328 INFO

credentials
[htr.p-84 43-17] soap.LogmHand] er
Added
2010-05-05 13::9::>5,326 INFO
[http-8443-17] soap.LoginHandler - Create CMS
instar.ce =cc-".. cisco. security .i-rs .imp! .IMSImpl@a97cec
2010-C5 05 13:13:55,329 INFO

Authentication
[http-8443-17] soap.LoginHandler
Created
instance-co-", .Cisco, security.ms .authenticat ion. Authenti cationImpl^9fc2e7 2010-05 05 13:19:55,389 INF'C [http-844 3-17] soap.LoginHandler - IMS login
:esult is success tor jwhite
2210-05 C5 13:lf:.S5,389 INFO

ucSoapLcgir. for user= jwhite
[htIp-8443 -1 /1 soap.TTLogir:
Attempt
valUser:
2010 25-05 23 ;19:55,389 DEBUG [http-8443-17] soap.TTLogin

_.iserld=j*hite
2010-05 05 '.3.13:55,395 INFO [http-844 3-17] soap.TTLogin TTLogin:valUser:Qry-SELECT validEndUsers.fkEndUser, validEndUsers.cupcenaMed FROM validEndUsers WHERE validEndUsers .userid=LOWER('jwhite'!,2010-05-05 13:19:55,395 TNFC fhtt.p-8443 -17] soap.TTLogin TTLogin: vaI'Jser ;SNOUSER FOUND
2C1C-05-35 13:19:55,398 INFO

Sessior.Type: Sessior.Type-CUPC
[http 8443-17] soap.TTLogin -
20I0-C5-C5 13:19:55,395 INFO 2010-05 0:i ".::". 9:55, 403 INFO
[http-84 43-17] soap.TTLogin - "heck Sessions for [http-8443-17] soap. TTLogin - qry=SELECT
AND
pKid=eoS.:98ec-5Cbc-95c6-9L01-cce04 032523b clientsessior.s .sessionid FROM clientsessions WHERE
::lientsessicns.fkIds'Jser^'eb8798ec-50bc-9 5c6-9b01 cceQ4032523b'
c'. ier.t sessions .c'. ienttype =l;
2010 05-05 13:19:55,403 INFO

tomcat, client st-:s si ons values
; http-8443-17] soap.TTLogin
('eb8798ec-5 0bc-95c6-9b01-
pIns=INSERT into
cceC4032523b' ,'47c404bc-663d-27af-01c3-019d692fObOe' ,'nul1 ',1, '8.1.0.0') ; 2010-05-05 13:19:55,4G INFO [http-8443-17] aoap.LOginHandler - SOAP Login
was successful
2C10-05-C5 13:19:55,407 INFO

succesful,
[http-84 43-17] soap.LoginH.iitd 1er - IMS Login is
scssion.Key is: 47c404bc-663d-27af -01c3-019d692f050e
-"http:/ ''www.w3-org/2003/05/soap-envelope"><env:Header/><cnv:Body><ns2:login
xmlr.s :r.s2 =".-rn: ci sco:epas:soap" cl ient-type-"cupc" client-vers ion= "3.1 ,0.0" 1010-05-0= 13:19:55,411 DEBUG |http-8443 17] soap.SoapServlet - 30A? reguest
URI: /EPASScap/service/v8 0 2010-05-05 13:19:55,412 DFBUG
version requested:
Request
[http-844 3 17] soap.KoapServlet - Service
v80
2010-05-^5 13:19:55,412 DEBUG [h: ti; - 443-17! soap .SoapServlet - Incoming

-env:Envelope xmlns:env-"http://www.w3.org/2 003/05/soap-
-nvelope">tenv:Header><session-key xmlns-"urn:cisco:epas:soap"?47c404bc-66 3d
Inlegraling Cisco Unified Communications Applications (CAPPS)v8 0
27af-0lc3-C19d692f QSOe^/session-keyx/env: Header ><env:Bodyxns2:get-onetime-
password xmlns:ns2="urn:cisco:epas:soap"/></env:Bodyx/env:Envelope>
2010-05-05 13:19:55,413 DEBUG [http-844 3-17] ext.SoapRequestParserExt -
Parsing SOAP request 2010-05-05 13:19:55,414 INFO 2010-05-05 13:19:55,427 DEBUG
[http-8443-17] [http-8443-17]
soap.SoapServlet - SOAP request soap.TTOneTimePassword -
for: get-onetime-password, version: v80
getOneTimePassword:qry to get userid=SELECT userid FROM validEndUsers eu INNER

JOIN clientsessions ses ON eu.fkEndUser = ses.fkldsUser WHERE ses.sessionid =
'4 7c4 04bc-6 63d-27af-01c3-Q19d692fObOe';
2010-05-05 13:19:55,426 DEBUG [http-6443-17] soap.TTOneTimePassword getOneTimePassword:User userid=jwhite 2010-05-05 13:19:55,429 DEBUG [http-8443-17] soap.TTOneTimePassword getOneTimePassword:insert for password=INSERT into oneTimePassword(userid, password, tmStamp) values ('jwhite', '12167527', '1273058395429'];
2010-05-05 13:19:55,429 DEBUG [http-8443-17] soap.TTOneTimePassword -
getOneTimePassword: For sesssionID=4 7c4 04bc-663d-27af-01c3-019d692f050e and

userid=jwhite, password and time stamp inserted. 2010-05-05 13:19:55,434 INFO [http-8443-17] soap.GetOneTimePasswordHandler GetOneTimePasswordHandler; successful
2010-05-05 13:19:55,435 INFO
[http-8443-17]
soap.GetOneTimePasswordHandler
GetOneTimePasswordHandler: Returning response for get-onetime-password 2010-05-05 13:19:55,440 DEBUG [http-8443-17] soap.SoapServlet - SOAP request URI: /EPASoap/service/v80 2010-05-05 13:19:55,441 DEBUG [http-8443-17] soap.SoapServlet - Service
version requested: v80
2010-05-05 13:19:55,441 DEBUG [http-8443-17] soap.SoapServlet - Incoming

Request
<env:Envelope xmlns:env="http://www.w3.org/2003/05/soapenve1ope"><env:Header><session-key xmlns="urn:cisco:epas:soap">4 7c404bc-663d27af-01c3-019d692f0 50e< /ses sion-key x/env: Header xenv; Body ><ns2:get-all-config
xmlns :ns2="urn:cisco :epas :soap" ><ns2 -. systern -config/xns2 :non-presence-a warecontacts/x/ns2 :get-all-configx/env:Body></env:Envelope>
2010-05-05 13:19:55,442 DEBUG [http-8443-17]
Parsing SOAP request
2010-05-05 2010-05-05 13:19:55,443 13:19:55,463 INFO INFO
ext.SoapRequestParserExt -
[http-8443-17]
vBO
soap.SoapServlet - SOAP request
for: get-all-config, version:
[http-8443-17] soap.GetSystemConfigHandler 8.1.0.0, using Mew Style
Client session type = CUPC, client version

Parameters
2010-05-05 13:19:55,538 INFO
[http-8443-17]
soap.GetNonPresenceAwareContactsHandler - SQL query[EXECUTE PROCEDURE getPizzaGuyContacts('eb879Bec-50bc-95c6-9b01-cce04032523b'];]
5-187
Selected Traces: Status Change

The figure shows how to enable tracing to loga status change in Cisco Unified Personal
Communicator.
Tr;
Trace presence events in Cisco Unified Personal

Communicator;
Activate tracing for Cisco UP XP Router
Example: Jane White changed statusto DND

_HE
Cisco Unified Personal CommuncaBr User
Status Change to DND
The trace shows a user changing the status in Cisco UnifiedPersonal Communicalor to Do Not
Disturb (DND).
: 12 . 0 09 |napi_cal] 9
:12.CC9 |Calling cb NOT nandled.
24.-.2L
| Got Buffer ;3S8) ^route f rom-' cm-l_j smcp 1 xmppd-lticm-l_j biik:

id='EJbs2-12 9'
1 .cup-l/B42I6BS0r ' to= ' j whit e.g. ism-1 . cup--l/A2D112 9B' ^presence
rom=']whLteipod2.com/cucsf8 73 97'
_o=' jwhite^pod2 . com/composed ' xshow>dnd</showxpresence
entity='sip:jwhitepod2.com' xmlns='urn:ietf:params;xml:ns:pidf'xperson id='jwhite'xactivitiesxdnd/x/activitiesxclass>manual</class></personx /pre

sencex/presence></route>
14:03:24.121
DELIVER: type:8, host: j sill-1. cup -1, packet :: route from-'cm-
l_jsmcp-l xmppd-l.jcm--l_;smcp-l .cup-1/B4216880F' to:-' jwhiteiij sm 1 . cuo1/A2D112 9B ' x presence from- ' jwhite^pod2 . corr,/cucsf B7397 ' id-' EJbs2-129 ' tc='jwhite ipcd?.com/composed'> =show>dnde/showxpresence
entity^'sip: i wr.il epod2 .com1 xmlns^ ' urn : ietf :pararos:xni] :ns :pidf ' xperson :d=' Dwhitfc ' stac:iv:t.ies>tdnd/></aciivities><c.'laos>rwrmaU/cUss></p9rson^
sencex , presencex / routes
:4:03:24.12",
14 14 14
.delivering to component 'jsm l.cup-1'

;Received packet for delivery |:v.api_cal'. I ICalIing cb NOT nandled.
0 3:24.121 03 :24 .122 G3 :24 .122
14
14
03:24.t22
03:24.122
itapi_cail 22
Calling cb NOT handled.
'.4
03 :24 . 123
|deliver to 'jwhiteipod2.com/composed', from

:o:~ 'cucsf 87397 ' , type '4'
'iwhiteipod?
14
-a
03:24 .123 'EJbs2 12
|]sm_delivery: <prese:ice from- 'jjwhite&pod? .com/cues f87397 '
1 to='jwhiteipod2 .com;'composed 'xshow>dnd< /show><presence entity- 'sip: jwb.ne+pod2 .com1 xmlns- 'urn: letf :params:xml :ns:pidf '><person
id l;.".it!:,><activ:::es>idnd/></h..:.i v iiiesx class >manudl</class; 3 j-'./ personsencex .'preser.ee>
14 :03 :24 .". 23 I:r.api call 23
188
14:03:24.123 |_mod_sitt_stanzas() - not sifting session

jwhitespod2.com/composed
14:03:24.123 j_mod_sift_stanzas() - not sifting session

jwhite.?pod2.com/cucsf 87397
14:03:24.123 |Calling cb NOT handled. 14:03:24.123 |mapi_call 3

14:03:24.123 (Calling cb NOT handled.
14 :03:24.123
!mapi_cail 0
14:03:24.123 jcalling cb NOT handled.

14:03:24.124 (DELIVER: type:8, host:pecm.cup-l, packet:<route
from='jwhites]sm-l, cup-l/8B3256S' to='pecm.cup-1/AgAAAFLnlUs'^presence from=']white'ipod2 .com/cucsf 87397' id='EJbs2-129' to=' jwhite3pod2 .com/composed' xshow>dnd</showxpresence
entity='sip:jwhitepod2.com' xmlns='urn:iet:params:xml:ns:pidf'xperson id=' jwhite1 xactivitiesxdnd/x/activitiesxclass>manual<:/classx/personx/pre

sence></presences/rout e> 14:03:24.124 [delivering to component 'pecm.cup-1'
5-189
Selected Traces: Chat

Tlie figure shows how io enable tracing to log a chat session.
SllMi Ja^sS
Trace chat events in Cisco Unified Personal

Communicator:
Activate tracing for Cisco UP XP Router.

Example: Jane White sends a hello to John Doe.
BE
Sending User John Doe
Tlie userJohn Doe is sending the message"hello" to Jane White.

14:13:31.-94 !CILIVER: type:8, host;jsm-1.cup-1, packet:troute from='cm-
l_jsmcp-l__xmppd-lcm-l_jsmcp-l.cup-l/956ABB781' tO='jdoejsm-l,cup1/8AF14 98' xtnessage f rom= ' jdoe'3pod2 . com/cuesf 41583 ' id='X8SJd-100 '
to='jwhiteSpod2.com'
-ype= ' chat. ' xnody>hel ] o= .'bodyx:hread>CObs01</threadxhtml
xrr.ins^- '1.'. tp: / j abbe r . org,'protocol /xhtml-im' xbody
xir.lns- 'http: //www.wj . org/1999/xhtml ' xpxspan style=' iont -f amily :Serjoe
UI ; font-style:normal ; font -weight : normal; tont
size : 12pt ,-ccloi : #000000 ; ' >he11o</span></p></bodyx/html xactive xmlns='nttp: ' ' jabber.org/protocol/chatsrates'/x/messagex/route >
14:13:31.795 |jsm_delivery: ^message from-jdoey.pod2.com/cucsMlbB3' *.a= 'XB5cd-iO: ' :o= ' jwhite;ipod2 .com'
type- 'char ' xbcdy>hcl ". d/bodyx thread>CObsO Wtbreadxhtml
xmlno= ' h.Ltp: / ,'-abbei . crg/piutocol /xhtml im xbody
xml.ns='http:/ -ww ,w3. erg/ 199 9/xhtml ' xpxspan style-1 font ["ami ly :Seqoe
UI;font-style:normal;font-weight:normal ;fout-
siae:12pt ico.c: :#0C0C00; ' ?hel ] G^spanx/p.. /body x/html x.ict i ve x-.lr.s='hr.tp:, , j aofcer . org/protocoi/chatstates ' /x/messaqes
-4 ; 13 : 31. "96 '"ELIVER: type : B, host : cm- l_j smep 1 .cup-i , packet: =. route
trom= ' ]whitei^sm-l .cup I/A2D11298' to='cm-l jsmcp-1 _xmppd-1 Km- 1 jsmcp-l.eup1/E421683CP'><message from='jdoe'<ipod2.com/cucsf41583'
to= ' j wr.i" e jpodl .com'
lype= ' cnai ' ><cody>helio< /body>tthifcad>CObs01 </threadxhtmi
id='X85Jd 100'
xmlns- 'http:// jabber , org,' p;otocoi /.-.html-im' xbody xmlns= 'http: ,'/www.w3 . crg./l 999/xht:r.l ' xpxspan style-1 font - f ami ly : Seqoe
UT; font- scyle :noi nidi ; font weight : no:-vial ; lont-
s:ze : 12pt ,-ccicr : #00G0C0; ' >he 11 o< / spanx/p></body ><./html xact ;ve x-lns= 'hut: / 'jabbe; . org / protocol /c:iat states ' /x/messaciex/ioute,.
1 : 13 :31 . i'i6 DELIVER: type:8, host : pecm . cup 1, packet : <. route lio-^'^wr.iie-ijc-n-l . cp 1,'633250 3' t ..-'pecm . cup 1/AgAAAKUnlUs' xmessage fiom-. ' jdoeipod2 .com/ cucsf 41 5B3 ' _d- ' X85Jd-100 ' to= ' j whiLei.4pod2 , com'
5-190 Integrating Cisco Umfied Communicalions Applications(CAPPS) v8 0
type='chat' xbody>hello<:/bodyxthread>C0bs01</threadxhtml
xmlns='http://jabber.org/protocol/xhtml-im'xbody xm Ins='http://www.w3 .org/19 99/xhtml' xpxspan style=' font-family: Segoe
UI;font-style:normal;font-weight:normal;font-
size: 12pt,-color :#000000,- '>he1lo</spanx/px /body></htmlxactive xmlns='http://jabber.org/protocol/chatstates'/x/messagex/route>

14:13:31.816 IDELIVER: type:8, host:jsm-1.cup-1, packet:<route from='cm
l_jsmcp-I_xmppd-licm-l_jsmcp-l.cup-1/956AB8781' to='jdoe@jsm-l.cup1/8AF1498'xmessage from='jdoeSpod2.com/cucsf41583' id='X85Jd-101'
to=' jwhiteSpod2 .com' type='chat' xthread>C0bs01</threadxpaused xmlns='http://jabber.org/protocol/chatstates'/></message></route>
14:13:31.817 |jsm_delivery: <message frora-'jdoe@pod2.com/cucsf41583' id='X8 5Jd-101' to=' jwhiteSpod2 .com' type='chat' xthread>C0bs01</threadxpaused
xmlns-'http://jabber.org/protocol/chatstates'/x/message> 14:13:31.813 |DELIVER; type:8, host:cm-l_jsmcp-l.cup-1, packet:<route from=']whitei]sm 1,cup-1/A2D11298' to-'cm-l_jsmcp-l_xmppd-l@cm-l_jsmcp-1. cup1/B42168B0F'xmessage from='jdoepod2.com/cucsf41583' id='X85Jd-101'
to=' jwhiteSpod2 .com' type='chat' xthread>C0bs01 =/threadxpaused xmins^'http: //jabber .org/protocol /chatstates '/x/messagex/route>
14:13:31.818 (DELIVER: type: 8, host: pecm. cup-1, packet -.<route
from='jwhite?jsm-l. cup-1/8B32568' to='pecm.cup-1/AgAAAFLnlUs'xmessage from=i jdoe?pod2.com/cucsf41583 ' id='X85Jd-101' to= 'jwhiteffipod2 .com' type=' chat' xthread>C0bs01</threadxpaused xmlns='http://jabber.org/protocol/chatstates'/></messagex/route>
)201C Cisco Systems, Inc.
5-191
Troubleshoot SIP Integration

The figure lists the most common mistakes when integrating Cisco Unified Presence with Cisco
Troubleshoot the SIP integration:

Use the system troubleshooter or Cisco Unified Personal
Communicator server health tool.
There is no communication between Cisco Unified
Communications Manager and Cisco Unified Presence.
Checkthat the application server is configured.

IP tables can block traffic between clusters.
* Users are not synchronized to Cisco Unified Presence. Check that Cisco AXL service is activated on Cisco Unified
Communicators Manager. Checkthat presence capabilities are assigned to users. SIP Cisco Unified Presence publish trunk is not shown. Check that the service parameter is set.
Check the destination IP address on the SIP trunk.
If no communication is possible between Cisco Unified Communications Manager and Cisco

Unified Presence, but a ping is possible, check the configuration for IP Tables. The IP Tables
configuration isconfigured when adding the Cisco Unified Presence asan application server
(trusted device) on Cisco Unified Communications Manager.
If users are not synchronized to Cisco Unified Presence, check if the Administrative XML
(AXL) service is aciivated on Cisco Unified Communicalions Manager and whether the AXL
user can log into Cisco Unified Communications Manager. This test is also done by the system troubleshooter. Ifthe service isactivated and the system troubleshooter does not indicate any
error, check if the users areconfigured forpresence in Cisco Unified Communications Manager
by navigating to System > Licensing > Capabilities Assignment.
Ifthe SIP Cisco Unified Presence publish trunk isnot displayed, Cisco Unified Presence might
not be able to read that information because of AXL issues. Also, a misconfigured IP address
on the SIP trunk could be the issue.
5-192
Troubleshoot the SIP integration:

Presence status is not exchanged when the user goes off hook on the IP phone - Check the SIP Trunk Security Profile setting to determine
whether relevant boxes need to be checked.
No line appearances are associated with the user. - Check access lists for incoming and outgoing traffic. Check the application listener.
Cisco Unified Presence does not work.
After first setup, restart the Cisco Unified Presence server.

- Check Method and Event routing status.
If the presence status is not updating, there can be several reasons for this issue. The most common reason is an incorrect configuration ofthe SIP Trunk Security Profile setting. Tlie following check boxes must be checked to receive and accept presence information:
Accept Presence Subscription

Accept Out-of-Dialog REFER Accept Unsolicited Notification
Accept Replaces Header
The directory numbers need to be associated with an end user for presence based on line
appearances.
Verify that the access lists are configured for incoming and outgoing traffic and allow
communication between Cisco Unified Communications Manager and Cisco Unified Presence. Check if the application listener is set up and if the default application listener is selected correctly. Method and Event Routing must be enabled; it is disabled by default.
Tip
After the first setup of Cisco Unified Presence, restart the server.
Some changes on Cisco Unified Presence require a restart of a specific service. In Cisco Unified Presence, go to Systems > Notification to check whether any service needs to be
restarted.
5-193
Summary
Thistopic summarizes the key points that were discussed in this lesson.
TH ft i ~i Hi it f
The system troubleshooter tests 11 different modules in
Cisco Unified Presence for correct functionality. Ifan error is

found, a solution is suggested.
The Cisco Unified Personal Communicator server health tool
can be used to troubleshoot single user presence issues. The profiles and associated applications can be verified.
If the system troubleshooter and the server health tool cannot
indicate or locate the error and reviewing the configuration does not help, tracing needs to be activated. View the traces
from Cisco Unified RTMT.
The lesson covered the Cisco Unified Presence system troubleshooter and the Cisco Unified
Personal Coimnunicator server health tool. Some common Cisco Unified Personal
Communicator issues were explained and selected trace outputs were shown.
References
For additional infonnation. refer to these resources:
.Seiriceabililv Configurationand Maintenance Guidefor Cisco UnifiedPresence Release

8.0 at:
lmp;//ciseo.coni/en/TJS:'docs/voicc ip_conim/cups/8_()/ent;lish/scrviceabi!ity/acliiiinistratio
n/giiide'cupên .htnii
5-194
12010 Cisco Systens, Inc
Module Summary
Module Summary
The Cisco Unified Personal Communicator client allows the use of
most Cisco Unified Communications applications from one single

interface.
Cisco Unified Presence dusters in the same domain can be peered.

Clusters in different domains can be federated. Cisco Unified Personal Communicator users can watch the status of remote users
and send instant messagesto remote users.
End users can only be configured on Cisco Unified Communications Manager. If the users are enabled for presence, the users can be
synchronized with Cisco Unified Presence. Cisco IP Phone Messenger can be used between IP phone and
Cisco Unified Personal Communicator users. Cisco Unified
Personal Communicator can be used in softphone and deskphone
mode. Assign profiles to the users to allow accessing resources like conferencing, for example. The Cisco Unified Presence system troubleshooterand Cisco Unified Personal Communicatorserverhealth tool help Ihe
admtnistratorto find issues and the presence solution.
The lesson covered Cisco Unified Presence features and tlie Cisco Unified Personal
Communicator interface. Features like chat, computer telephony integration (CTI) control, and others were explained. The integration of Cisco Unified Communications Manager with Cisco Unified Presence and users was configured. Finally, Cisco IP Phone Messenger and the Cisco Unified Personal Communicator profiles to access resources were covered.
References
Documentation Guidefor Cisco Unified Presence Release 8.0 at:
http::7www.c isco.com/en/I j S/docs/voice_ip_comm/cups/8__07englisli/doc_guide/

documentation- guide.'dgcup.html
5-195
5-196
Module Self-Check
Usethe questions hereto review whatyou learned in thismodule. The correct answers and
Ql)
The
enablesXMPPclients to connectto the Cisco UnifiedPresenceSener.
(Source: Understanding Cisco Unified Presence)
Q2)
How many users are supported when using Cisco Unified Presence in Cisco Unified Communications mode? (Source: Understanding Cisco Unified Presence)
A) B) C) D) E) 5000 10.000 15,000 20,000 30,000
Q3)
Which protocol does Cisco Unified Personal Communicator 8.0 use to communicate
with Cisco Unified Presence? (Source: Understanding Cisco Unified Presence Components and Communication Flows)
A) B) C) I E)
SIP SCCP H.323 XMPP MXPP
Q4)
When using native presence in Cisco Unified Communications Manager, which is not a valid BLF speed-dial indicator? (Source: Understanding Cisco Unified Presence Components and Communication Flows)
A) Idle
B) C) D)
Busy On the Phone Unknown
Q5)
Which system cannot be used to federate with Cisco Unified Presence? (Source: Understanding Cisco Unified Presence Components and Communication Flows)
A) B) C) D) E) IBM Sametime Server 8.2 and 8.5 Cisco WebEx Connect Release 6 Google Talk Cisco Unified Presence version 8 only Yahoo IM
Q6)
Which database can be used when persistent chat is enabled? (Source: Understanding Cisco Unified Presence Components and Communication Flows)
A) B) C) D) Oracle databases MySQL PostgreSQL Any SQL database
5-197
Q7)
How many Cisco Unified Communications Manager clusters arerequired when Cisco Unified Presence is designed to support 40,000 users? (Source: Understanding Cisco
Unified Presence Components and Communication Flows)
A) B) C) D) E) 1 2 3 4 8
Q8)
End users can be addedon Cisco Unified Presence. (Source: Integrating Cisco Unified
Presence)
A) B) true false
Q9)
Whichis noi a requested parameler when executing the Post-Install Setupon Cisco
Unified Presence? (Source: Integrating Cisco Unified Presence)
A) Hostname
B)
C)
Cisco Unified Coimnunications Manager Administrator

AXL User
D)
Security Password
Q10)
What is Ihe effect of configuring an incoming or outgoing ACL with the address
pattern ALL? (Source: Integrating Cisco Unified Presence)
Qll)
When configuring intercluster peering between two Cisco Unified Presence clusters, both clusters need to be in different domains. (Source: Integrating Cisco Unified
Presence)
A) B) true false
Q12)
Whal is the default maximum instant message history size when configuring Cisco IP
Phone Messenger? (Source: Configuring Cisco Unified Presence Features and Implementing Cisco Unified Personal Communicator)
A) B) C) D) E) F) 50 80 100 200 250 no limit
Q13)
Which is nol a profile used by Cisco Unified Personal Communicator in deskphone mode? (Source: Configuring Cisco Unified Presence Features and Implementing Cisco
Unified Personal Communicator)
A) B) C) Voicemail Profile Conferencing Profile CTI Gateway Profile
D)
E) I)
LDAP Profile
Audio Profile CCMCIP Profile
Q14)
How can theLDAP profile betested when using Cisco Unified Personal
Communicator? (Source: Configuring Cisco Unified Presence Featuresand Implementing Cisco Unified Personal Communicator)
Q15)
Which user group must be assigned to theendusers in Cisco Unified Comniunications Manager whendeskphonecontrol is used? (Source: Configuring CiscoUnified
PresenceFeaturesand Implementing CiscoUnified Personal Communicator)
A) B) C) D) Standard CTI Enabled Advanced CTI Enabled Standard Deskphone Mode Enabled Standard GUI Enabled
Q16)
When configuring an Outlook Presence Gateway in Cisco Unified Presence, what is the default presence gateway port?(Source: Configuring Cisco Unified Presence Features and Implementing CiscoUnifiedPersonalCommunicator)
A) B) C) D) E) 80 443 8000 8080 8443
F)
none of the above
Q17) Which ofthe following is nota Cisco Unified Presence troubleshooter module? (Source: Verifying and Troubleshooting Tools for Cisco Unified Presence
Components) A) B) C) D) SIP Proxy Desk Phone Control Intraclustering External Database
E)
Meeting Notification
Q18)
What is the reason for a Cisco Unified Personal Communicator in softphone mode showing the status Unregistered in the Cisco Unified Communications Manager under
Device > Phone? (Source: Verifying and Troubleshooting Tools for Cisco Unified
Presence Components)
Q19)
If you want to trace a chat session, which tracemust be activatedon Cisco Unified Presence? (Source: Verifying and Troubleshooting Tools for Cisco Unified Presence
Components)
A)
B) C) D) E)
Cisco UP Presence Engine

Cisco Cisco Cisco Cisco UP UP UP UP XCP Router XCP Connection Manager XCP Text Conference Manager XCP Chat Manager
5-199

Ql]
02) Q3)
Cisco Unified Presence XCP Connection Manager

C D
Q4)
05)
C
E
Q6) Q7)
Q8)
C C
B
09)
QIO)
Qll) Q12) Q13)
The \CL fimciionality is disabled because all address patterns areallowed.

B C E
Q14)
Q15) Q16) Q17)
Search for a usei existing only on ihe I.DAP server.

A B C
Ql8)
Q19)
Ihe user is w>iking with Cisco Unified Personal Communicator indeskphone mode instead ofsoftphone
mode.
5-200
Table of Contents
Lab Guide
Overview Outline
I
1 1
Lab 2-1: Integrating Cisco UnityConnection with Cisco Unified Communications Manager Activity Objective Visual Objective Required Resources
Command List Job Aids
2 2 2 2
3 3
Task 1: Activating Cisco Unified Communications Manager Services Task 2: Adding IP Phones and Configuring Call Forward to Cisco Unity Connection Task 3: Configure Cisco Unified Communications Manager for SCCP Integration with Cisco
3 4
Unity Connection
Task 4: Integrate Cisco Unity Connection with Cisco Unified Communications Manager Via
SCCP
5
8 9 10
Task 5: Configure Cisco Unified Communications Manager for SIP Integration with Cisco Unity
Connection
Task 6: Integrate Cisco Unity Connection with Cisco Unified Communications Manager Via SIP Task 7: Verification and Troubleshooting 11
Task 8: Using Voice-Mail Profiles

Lab 2-2: Configuring Cisco Unity Connection System Settings Activity Objective Visual Objective Required Resources Command List
Job Aids
11
13 13 13 13 14
14
Task 1: Verify and Tune Cisco Unity Connection Enterprise and Service Parameters Task 2: Configure Authentication Rules Task 3: Configure Schedules and Holidays Task 4: Configure System Distribution Lists
14 16 17 18
Task5: Manage CiscoUnity Connection Roles

Task 6: Configure Restriction Tables
19
19
Task 7: LDAP Setup

Lab 2-3: Implementing Cisco Unity Connection Partitions and Search Spaces Activity Objective Visual Objective Required Resources
Command List
20
23 23 23 23
24
Job Aids
24
Task 1: Create End Users for Testing Task 2: Configure Partitions and Search Spaces Task 3: Testing Partition Order Lab 2-4: Implementing Cisco Unity Connection Call Management Activity Objective Visual Objective Required Resources
24 25 26 28 28 28 28
29 29
Task 1: Configure Call Routing
29
Task 2: Configure a Call Handler Template

Task 3: Configure a System Call Handler
30
31
Task 4: Configure Directory Handlers

Task 5: Configure Interview Handler
33
35
Lab 2-5: Configuring Cisco Unity Connection Users Activity Objective Visual Objective Required Resources
37 37 37 37
38 38
Task 1: Configure Cisco Unity Connection User Templates Task 2: Configure Users and Modify MailboxSettings Task 3: Import Users from Cisco Unified Communications Manager
Task 4: Import Users from the LDAP Server
38 39 40
43
Task 5: Modify the Class of Service According to Customer Change Request

Task 6: Configure Message Notification Task 7: Configure Private Distribution Lists Task 8: Modify User Parameters (Optional) Lab 2-6: Troubleshooting Cisco Unity Connection
Activity Objective Visual Objective Required Resources Command List
Job Aids
44
46 47 48 51
51 51 51 52
52
Trouble Ticket 1: Message Buttons Are Not Working Trouble Ticket 2: Messages Cannot Be Left Trouble Ticket 3: MWI Is Not Working Trouble Ticket 4: HQ Directory Call Handler Is Not Working Trouble Ticket 5: Alternate Number Is Not Recognized Lab 3-1: Integrating Cisco Unity Express with Cisco Unified Communications Manager Express Activity Objective Visual Objective Required Resources
52 52 53 53 53 54 54 54 54
55 55
Task 1: Configure Cisco Unified Communications Manager Express Service Engine 56 Task 2: Configure Cisco Unified Communications Manager Express Dial Peer 57 Task 3: Configure Cisco Unified Communications Manager Express to Forward Calls to Voice
Mail 58
Task 4: Configure Cisco Unified Communications Manager Express for the MWI Integration with Cisco Unity Express 60 Task 5: Configure Different MWI Methods 61 Task 6: Configure Cisco Unity Express Voice-Mail Trigger and the MWIApplication Parameters
62
Lab 3-2: Configuring Cisco Unity Express System Settings Activity Objective Visual Objective Required Resources
Command List
Job Aids
65 65 65 65
65
66
Task 1: Initial Cisco Unity Express System Configuration Task 2: Configure Public Distribution Lists on Cisco Unity Express
66 69
Task 3: Configure Business Hours and Holiday Schedules

Lab 3-3: Configuring Cisco Unity Express Users Activity Objective Visual Objective
Required Resources
70
72 72 72
72
73 73
Task 1: Configure Cisco Unity Express Subscribers and Mailboxes
73 77 80 81
Task 2: Add Subscribers to General Delivery Mailboxes and Public Distribution Lists on Cisco
Unity Express Task 3: Modify Class of Service and Assign Access Rights to the Subscribers Task 4: Configure Message Notification and Restrictions
Task 5: Configure VoiceView Express on Cisco Unity Express Task6: Configure IMAP Messaging on CiscoUnity Express Lab3-4: Implementing Cisco Unity Express Auto Attendant Activity Objective
VisualObjective Required Resources
Command List
Job Aids
83 84 87 87 87 87
88
88
Task 1: Configurethe Cisco Unity Express Auto Attendant to Answer Calls Task 2: Configurethe Auto-Attendant Script to Use Business Hours and Holiday Schedules Task 3: Modify an Auto-Attendant Script Using the GUI Express Editor (Optional) Lab3-5: Troubleshooting Cisco Unity Express Activity Objective visual Objective Required Resources
88 90 91 95 95 95 95
95 96
Trouble Ticket 1: SIP Integration Is Not Working Trouble Ticket 2: Subscriber and Mailbox Issues Are Reported Trouble Ticket 3: MWI Is Not Working Lab 4-1: Implementing VPIM in Cisco Unity Connection and Cisco Unity Express
96 96 97 98
Activity Objective Visual Objective Required Resources

98 98 98
99 99
Task 1: ConfigureVPIM on Cisco Unity Connection Task 2: Configure VPIM on Cisco Unity Express Task 3: (Optional) Configure VPIMto the Neighbor Pod Lab 5-1: Integrating Cisco Unified Presence with Cisco Unified CommunicationsManager Activity Objective VisualObjective Required Resources
99 101 103 106 106 106 106

107 107
Task 1: Configure Cisco Unified Communications Manager for Presence Integration 107 Task 2: Configure Cisco Unified Presence for Presence Integration 109 Task 3: Configure an Intercluster Peer to the Neighbor Pod 112 Lab 5-2: Configuring Cisco Unified Presence Features and Implementing Cisco Unified Personal
Communicator 114

Command List
Job Aids
114 114 114

115
115
115
Task 1: Configure Cisco IP Phone Messenger for IP Phones and Cisco Unified Personal
Communicator
Task 2: Integrate Cisco Unity Connection for Cisco Unified Personal Communicator Access Task 3: Configure the Different Profiles for Cisco Unified Personal Communicator Task 4: Configure Desk Phone Control (Optional) Lab 5-3: Troubleshooting and Verifying Cisco Unified Presence Components
117 117 122 125

125 125 125

126 126
Trouble Ticket 1: Presence Status Is Not Updating Trouble Ticket 2: Resolve Cisco IP Phone Messenger Issues Trouble Ticket 3: Resolve LDAP Server and Voice Messaging Issues
Trouble Ticket 4: Resolve Desk Phone Control Issues
126 127 127

127
iii
Trouble Ticket 5: Generate Cisco Unified Personal Communicator Trace 127 Answer Key 128 Lab 2-1 Answer Key: Integrating Cisco Unity Connection with Cisco Unified Communications Manager 128
Lab2-2 Answer Key: Configuring Cisco Unity Connection System Settings Lab 2-3Answer Key: Implementing Cisco Unity Connection Partitions and SearchSpaces Lab2-4 Answer Key: Implementing Cisco Unity Connection Call Management
Lab 2-5 Answer Key: ConfiguringCisco UnityConnection Users Lab 2-6 Answer Key: Troubleshooting Cisco UnityConnection TroubleTicket 1: Message ButtonsAre NotWorking Trouble Ticket 2: Messages Cannot Be Left Trouble Ticket 3: MWI Is Not Working TroubleTicket4: HQ Directory Call Handler Is Not Working Trouble Ticket 5: Alternate Number Is Not Recognized Lab 3-1 Answer Key: Integrating Cisco UnityConnection with Cisco Unified Communications
Manager Express
128 128 128

128 128 128 129 129 131 131
131
Lab3-2 Answer Key: Configure Cisco Unity Express System Settings

Lab 3-3 Answer Key: Configuring Cisco Unity Express Users Lab 3-4 Answer Key: Implementing Cisco Unity Express Auto Attendant Lab 3-5 Answer Key: Troubleshooting Cisco Unity Express TroubleTicket 1: SIP Integration Is Not Working TroubleTicket 2: Subscriber and Mailbox Issues Are Reported Trouble Ticket 3: MWI Is Not Working
140
140 140 140 140 141 141
142
Lab 4-1 Answer Key: Implementing VPIM in CiscoUnity Connection and Cisco Unity Express
Lab 5-1 Answer Key: Integrating Cisco Unified Presence with Cisco Unified Communications Manager 142
Lab 5-2 Answer Key: Configuring Cisco Unified Presence Features and Implementing Cisco
Unified Personal Communicator 142
Lab 5-3 Answer Key: Troubleshootingand Verifying Cisco Unified Presence Components Trouble Ticket 1: Presence Status Is Not Updating TroubleTicket2: Resolve Cisco IP Phone Messenger Issues Trouble Ticket 3: Resolve LDAP Server and Voice Messaging Issues
142 142 143 143

143
CAPPS
Lab Guide
Overview
This guide presents the instructions andotherinformation concerning the lab activities forthis
course. You can find the solutions in the lab activity Answer Key.
Outline
This guide includes these activities:
Lab 2-1: Integrating Cisco Unity Connection with Cisco Unified Communications Manager
Lab 2-2: Configuring Cisco Unity Connection System Settings
Lab 2-3: Implementing Cisco Unity Connection Partitions and Search Spaces Lab 2-4: Implementing Cisco Unity Connection Call Management Lab 2-5: Configuring Cisco Unity Connection Users
Lab 2-6: Troubleshooting Cisco Unity Connection
Lab 3-1: Integrating Cisco Unity Express with Cisco Unified Communications Manager
Express
Lab 3-2: Configuring Cisco Unity Express System Settings Lab 3-3: Configuring Cisco Unity Express Users Lab 3-4: Implementing Cisco Unity Express Auto Attendant
Lab 3-5: Troubleshooting Cisco Unity Express
Lab 4-1: ImplementingVPIM in Cisco Unity Connection and Cisco Unity Express
Lab 5-1: Integrating Cisco Unified Presence with Cisco Unified Communications Manager Lab 5-2: Configurmg Cisco Unified Presence Features and Implementing Cisco Unified
Lab 5-3: Troubleshooting and Verifying Cisco Unified Presence Components

Answer Key
Lab 2-1: Integrating Cisco Unity Connection with Cisco Unified Communications Manager
Complete this lab activity to practice what you learned in the related module.
Activity Objective
In this acti\ ity. you will integrate Cisco Unity Connection with Cisco Unified Communications Manager via SCCPand SIP. After completing this activity, you will be able to meet these
objectives:
Integrate Cisco I lnity Comiection with Cisco Unified Communications Manager via SCCP
Integrate Cisco Unity Connection with Cisco UnifiedCommunications Managervia SIP Verify and troubleshoot the voice mail integration
Visual Objective
The figure illustrates what you will accomplish in this activity.
Add IP phones and configure call forwarding to voice mail

PC- HQ Phone 1 HQ Phono 2
HQ
Podx
BR
Configure integration with Ci sco Unity C unnection via

SCCP and SIR
Configure integration with Cisco Unified Communications Manager via SCCP and
SIP Troubleshoot the voice mail integration
Required Resources
These are the resources andequipment mat are required to complete this activity:

IP phones
Integrating Cisco Unified Commi mcations Applications (CAPPS) v8 0
Command List
No Cisco IOS Software commands are used.
Job Aids
These job aids are available to help you complete the lab activity.
IP Addresses
Device
IP Address
10.X.1.1
10.x. 1.3
Cisco Unified Communications Manager Cisco Unity Connection
Usernames and Passwords

Device IP Address User: cucmadmin
Password: cucmpass!
User: cucmadmin
Password: cucmpassl
Task 1: Activating Cisco Unified Communications Manager

Services
Activate the necessary services on Cisco Unified Communications Manager for IP phone
registration.
Activity Procedure
Complete these steps: Step 1
Step 2 Step 3
From the classroom PC, access Cisco Unified Communications Manager Serviceability pages.
Go to Tools > Service Activation. From the Service Activation page, select the publisher (CUCMl-x) from the Select Server drop-down menu. Click Go.
Step 4
Step S
From the list of services, check Cisco CallManager and Cisco TFTP services.
Click Save to activate these services. There will be a pop-up window that informs
you that service activation will take a while. Confirm by clicking OK. Step 6 Step 7
Step 8
Browse to Tools > Control Center - Feature Services. At the Select Server page, select CUCMl-x. Click Go.
Verify that the Cisco CallManager and the TFTP services are started and activated.
Activity Verification
You have completed this task when you attain these results:
Both services show the status Started and the Activation Status is Activated.
Lab Guide
Task 2: Adding IP Phones and Configuring Call Forward to

Register the two IP phones in HQ. Thedirectory numbers are 2001 (John Doe) for HQPhone 1 and 2002 (Jane White) tor HQ Phone 2. Putthedirectory numbers into a partition called devices. Make sure thatthe HQ phones can call each other. Configure CFB and CFNA to voice
mail for both IP phones.
Activity Procedure
Complete these steps:
Step 1
Add the following partitions and CSSs.
CSSs and Partitions

CSS
devices Partitions devices
devices
pstn
pstn
Step 2
tio to Call Routing > Class of Control > Partition. Click Add New and enter the
partition name "devices," followed by pstn in the next line. Click Save.
Step 3
Go to Call Routing > Class of Control > Calling Search Space and click Add New. Enter the CSS name "devices" and select the partition named "devices" and moveit to the selectedpartitions windowand save the configuration. Add anotherCSS.Enter the CSS name"pstn" and movethe partitions named devices and pstn to the selected partition window and save.
Step 4
Step5
Step 6
Add a new IPphone under Device > Phone andclick Add New. Select the phone
type Cisco 7965. Click Next and select the device protocol SCCP. Click Next.
F.nter the following infonnation:
MAC Address ofthe HQ Phone 1
Description: HQ Phone 1
Device Pool: Default

Step 7
Phone Button Template: Standard 7965 SCCP Calling Search Space: pstn
Device Security Profile: Cisco 7965 - Standard SCCP Non-Secure Profile
Save and apply the configuration.
Steps
Click Line|l| -Add a new DN and enter the following information:
Directory Number: 2001

Route Partition: devices
Alerting Name: John Doe
Check the box: Forward Busy Internal/External

Check the box: Forward No Answer Internal/External
Display (Internal Caller ID): John Doe
Integrating Cisco UnifiedCom municat ions Applicalions (CAPPS) v8 0
Step 9
The phone should register and show the line 2001.
Step 10
Repeatthe last steps and registerthe HQ Phone2, directorynumber2002, and the

name Jane White.
You have completed this task when you attain these results: You can call from HQ Phone 1 to HQ Phone 2 and vice versa. This test will confirm thai
class of service (CoS) is configured correctly.
After 12 seconds of ringing, you should hear a reorder tone for both HQ phones. The call is forwarded by default after 12 seconds (for no answer) to Cisco Unity Connection. The integration is not complete, so a reorder tone is played.
Task 3: Configure Cisco Unified Communications Manager for SCCP Integration with Cisco Unity Connection
Prepare Cisco Unified Communications Manager for the integration with Cisco Unity Connection via SCCP. The hunt pilot number is 2500, the voice-mail port directory number is 2501. The MWI "on" directory number is 2511 and the MWI "off" directory number is 2512. HQ Phone 1 uses SCCP integration.
Activity Procedure
Step 11
In Cisco Unified Communications Manager, add a new voice-mail port. For each port on Cisco Unity Connection, a voice-mail port needs to be configured on Cisco
Step 12
In Cisco Unified Communications Manager Administration, choose Advanced

Features > Voice Mail > Cisco Voice Mail Port Wizard.
Step 13
The Cisco Voice Mail Port Wizard controls the configuration flow. Enter
CiscoUMI in the Add Ports to a New Cisco Voice Mail Server Using This Name
field and click Next.
Note
The voice-mail server name must match the Device Name Prefix field in Cisco Unity
Connection on the Port Group Basics page for the voice messaging ports.
Step 14
On the Cisco Voice Mail Ports page, set the number of voice mail ports that you want to add. Select 1 in the How Many Ports Do You Want to Add? field drop-down options, then click Next. On the Cisco Voice Mail Device Information page, enter the following voice-mail device settings and click Next:
Step 15
Description: VM Port
Calling Search Space: None

AAR Calling Search Space: None Location: Hub_None Device Security Mode: Non Secure Voice Mail Port
Lab Guide
Step 16
On the Cisco Voice Mail Directory Numbers page, enterthe following voice-mail
directory number settings and click Next:
Beginning Directory Number: 2501

Partition: devices
Calling Search Space: None

AAR Group: None
Internal Caller ID Display: VoiceMail
Internal Caller ID Display (ASCII format): VoiceMail

External Number Mask: no mask
Step 17
On the Do You Want to Add These Directory Numbers to a LineGrouppage, click Yes. Add directory numbers to a new Line Groupand use the Default LineGroup
Name CiscoUMI and click Next.
Step 18
On the Ready to Add Cisco Voice Mail Ports page, confirm that the settings for the voice-mail ports are correct, and click Finish. If the settings are not correct, click
Back and enter the correct settings.
Step 19
In the Cisco Voice Mail Port Wizard Results Summary window, click the link Add This Line Group to a New or Existing Hunt List. When the Hunt List window
opens, click Add New.
Step 20
On the Hunt List Configuration page, enter the following settings for the hunt list
and click Save:
Name: CiscoVM
Description: Voice Mail Ports
Cisco Unified Communications Manager Group: Default

Check the box: Enable this Hunt List
Check the box: For Voice Mail Usage
Step 21
Step 22
Under Hunt List Member Information, click Add Line Group.

On the Hunt List Detail Configuration page, in the Line Group list, click the line group that you created previously for the directory numbers ofthe voice-mail ports
that will answer calls, then click Save and Reset.
Step 23
Step 24 Step 25
Add the hunt list to a hunt pilot number. In Cisco UnifiedCommunications Manager Administration, click Call Routing > Route/Hunt > Hunt Pilot.
On the Find and List Hunt Pilots page, click Add New. On the Hunt Pilot Configuration page, enter the following settings for the hunt pilot
and click Save:
Hunt Pilot: 2500
Description: VoiceMail
Hunt List: Cisco VM
Route Option: Route this pattern

Uncheck the box: Provide Outside Dial Tone
Step 26
Step 27 Step 28
Specify MWI Directory Numbers. In Cisco Unified Communications Manager Administration, click Advanced Features > Voice Mail > Message Waiting.
On the Find and List Message Waiting Numbers page, click Add New. On the Message Waiting Configuration page, enter the following settings for turning
on MWls and Save:
Message Waiting Number: 2511

Partition: devices
Description: MWI on
Step 29
Message Waiting Indicator: On

Calling Search Space: devices
Add another new MWI number to configure off MWI and Save:
Message Waiting Number: 2512

Partition: devices
Description: MWI off
Step 30
Message Waiting Indicator: Off Calling Search Space: devices
In the following procedure, you will add the voice-mail pilot number, which is the
extension that you dial to listen to your voice messages. Your IP phone
automatically dials the voice-mail pilot number when you press the Messages
button,
Step 31
In Cisco Unified Communications Manager Administration, click Advanced

Features > Voice Mail > Voice Mail Pilot.
Step 32 Step 33
On the Find and List Voice Mail Pilots page, click Find and select the default voice mail pilot. On the Voice Mail Pilot Configuration page, enter and verify the following voice mail pilot number settings and Save:
Voice Mail Pilot Number: 2500

Description: Default Voice Mail Pilot Check the box: Make This the Default Voice Mail Pilot for the System
Step 34 Step 35
Set up the Voice Mail Profile. In Cisco Unified Communications Manager Administration, click Advanced Features > Voice Mail > Voice Mail Profile. On the Find and List Voice Mail Profiles page, click Find and select the default voice mail profile.
Step 36
On the Voice Mail Profile Configuration page, enter or verify the following voice
mail profile settings and Save:
Voice Mail Profile Name: Default_Voice_Mail_Profile Description: Default voice messaging profile
Voice Mail Pilot: 2500/devices
Lab Guide
Voice Mail Box Mask: no mask
Checkthe box: Make This the Default Voice Mail Profile for the System
When pressing the Messages button, a reorder tone is played and the number 2500 is shown in the IP phone display. The reordertone is played because the integration is not finished. The directory number 2500 showsthat die correctvoice-mail profileand pilotare used.
Task 4: Integrate Cisco Unity Connection with Cisco Unified Communications Manager Via SCCP
Configure Cisco Unity Connection for integration with Cisco Unified Communications
Manager. The integration is finished when HQ Phone 1 can press the Messages buttonand tlie
standard opening greeting is played.
Step 1
Access the Cisco Unity Connection Administration pages and go lo Telephony Integrations > Phone System. Verify the default phone system configuration.
Step2
Inthe upper right corner, click Go nextto Add PortGroup andenterthe following
infonnation and save:
Device Name Prefix: CiscolIMl-YT MWI On Extension: 2511 MWI Off Extension: 2512
IP Address: lO.x.1.1
Port: 2000
Step 3
In the upper right corner, click Go next to Add Ports.
Step 4 Step 5
Change the number of ports to one (1) and save. In the related links, click Go for Check Telephony Configuration. The task execution result should show "No problems detected."
In Cisco Unified Communications Manager Administration, go to Advanced Features > Voice Mail > Voice Mail Ports and verify that the voice-mail port is registered. On HQ Phone 1, press the Messages button. Cisco Unity Connection plays the greeting
"Hello Cisco Unit; Connection messaging system ..."
2010 Cisco Syster-is, Inc
Task 5: Configure Cisco Unified Communications Manager for SIP Integration with Cisco Unity Connection
Prepare the Cisco Unified Communications Manager for integration with Cisco Unity Connection. The route pattem is 2900. HQ Phone2 uses the SIP connection to the voice
messaging system.
Activity Procedure
Step 1
In Cisco UnifiedCommunications Manager, under System > Security > SIP Trunk Security Profile, select Non Secure SIP Trunk Profile. Modifythe defaultsettings and save the changes. Check the following three check boxes:
Accept Out-of-Dialog REFER

Accept Unsolicited Notification
Accept Replaces Header
Step 2
Add a new SIP trunk under Devices > Trunk. Set the Trunk Type field to SIP Trunk and the Device Protocol field to SIP. Select the device protocol and choose NONE(Default) as the trunk service type. Click Next.
Step 3
In the SIP trunk configuration, set the following infonnation, save, and then apply
the following changes:
Device Name: cue
Description: SIP trunk to voice mail

Destination Address: lO.x.1.3
SIP Trunk Security Profile: Non Secure SIP Trunk Profile

SIP Profile: Standard SIP Profile
Step 4
Add a new route pattern under Call Routing > Route/Hunt > Route Pattern. Enter the following information and save:
Route Pattern: 2900 Route Partition: devices
Gateway/Route List: cue

Step 5
Under Advanced Features > Voice Mail > Voice Mail Pilot, add a new SIP voice-
mail pilot. Step 6 On the Voice Mail Pilot Configuration page, enter the following voice mail pilot number settings and save:
Voice Mail Pilot Number: 2900

Step 7
Calling Search Space: devices Description: SIP Voice Mail Pilot
Add a new Voice Mail Profile for the SIP connection under Advanced Features >
Voice Mail > Voice Mail Profile.
Lab Guide
Step 8
Onthe Voice Mail Profile Configuration page, enter thefollowing voice-mail profile
settings and click Save:
Voice Mail Profile Name: SIP_Connect

Description: SIP Connection
Voice Mail Pilot: 2900/devices
Note
The SIP voice messaging integration does not require the configuration of MWI directory
numbers for on and off.
Step 9
Go to Call Routing > Directory Number and selectthe directory number 2002. Set
the voice mail profile to SIP_Connect, and save the changes.
Note
The HQ Phone 1 uses the default voice-mail profile. Because this phone uses the default voice-mail profile, you do not have to set the voice-mail profileon the directory number.
Whenpressingthe Messages buttonon HQ Phone 2. a reordertone is playedand the

number 2900 is shown in the IP phone display.
Task 6: Integrate Cisco Unity Connection with Cisco Unified Communications Manager Via SIP
Configure Cisco Unity Connection to connect with Cisco Unified Communications Manager
via SIP.
Activity Procedure Complete these steps: Step 1

Step 2 Step 3
In Cisco Unity Coimection Administration, add a new phone system named "SIP." Keep all default settings.
In the related links, select Add Port Group and click Go. Create a new port group with the following changes and save.
Phone System: SIP
Create From Port Group Template: SIP

IP Address: lO.x.1.1
Step 4
Step 5
After saving, check tlie check box Register with SIP Server and save.
In the related links, select Add Ports and click Go.
Step 6
Use the default settings and add one port. Save tlie configuration.
You have completed this task when you aliain these results:
On HQ Phone 2. press Ihe Messages button. Cisco Unity Coimection plays the greeting "Hello Cisco Unity Connection messaging system ..."
Task 7: Verification and Troubleshooting

Use the Cisco Unified RTMT to verify that the HQ phones use the correct port to reach Cisco Unity Connection.
Activity Procedure
Step 1
Step 2
Step 3
In Cisco Unified Communications Manager Administration, go to Applications > Plugins and install the Cisco Unified RTMT on the classroom PC.
After installation, start the Cisco Unified Communications Manager RTMT.
In Cisco Unified RTMT, go to Unity Connection > Port Monitor.
Step 4 Step 5 Step 6 Step 7
Select a node, set the polling rate to 1 second, and start the polling. The Port Monitor shows two ports named PhoneSystem-1-001 for the SCCP integration and SIP-1-001 for the SIP integration. Press the Messages button on HQ Phone 1. The Port Monitor should show thai the SCCP port status changes from idle to PHGreeting. Press the Messages button on HQ Phone 2. The Port Monitor should show that the SIP port status changes from idle to PHGreeting.
You have completed this task when you attain these results: The HQ Phone 1 is using the SCCP port. The HQ Phone 2 is using the SIP port.
Task 8: Using Voice-Mail Profiles

On HQ Phone 1, add a second directory number 2003. When pressing the line 2003 followed by the Messages button, the calling number should be 2001.
Activity Procedure
Step 1 Step 2
Step 3
In Cisco Unified Communications Manager, go to HQ Phone I. Add a second directory number 2003. The route partition is devices.
In Cisco Unified RTMT, go to Unity Connection > Port Monitor.
Step 4
Step 5
On HQ Phone 1, press the second line, 2003, followed by the Messages button. The
caller is shown as 2003 in the Port Monitor.
Add a new voice-mail profile under Advanced Features > Voice Mail > Voice Mail Profile with the following settings and save:
Voice Mail Profile Name: 2001
Description: VM Profile for 2001

Voice Mail Pilot: 2500/devices Voice Mail Box Mask: 2001
Step 6 Step 7
Go to Call Routing > Directory Number and select tlie directory number 2003. Set the voice mail profile to 2001 and save.
Lab Guide 1
On HQ Phone 1. press the second line, 2003, followed by the Messages button.
Hie caller number in the port monitor is shown as 2001.
12

Activity Objective
In this activity, you will configure Cisco Unity Connection system settings. After completing this activity, you will be able to meet these objectives:
Tune the Cisco Unity Connection enterprise and service parameters and configure the
authentication rules
Configure the general system settings: time synchronization, time zones, languages,
schedules, holiday schedules, restrictions tables, and roles
Configure Cisco Unity Connection LDAP integration
Visual Objective

Podx
Configure Cisco Unity Connection settings such as lime, schedules,

restriction tablet, authentication, roles, and so on
Required Resources
These are the resources and equipment that are required to complete this activity:

LDAP server
IP phones
Lab Guide
13
Command List
Job Aids
These job aids are available to help you complete tlie lab activity.
IP Addresses
Device IP Address
10.X.1.1

LDAP Server
10x1.3
10.X.1.9

Cisco Unified Communications Manager Cisco Unity Connection Cisco Unified Operating System
Administration LDAP Server
Password: cucmpassl
User: cucmadmin
Password cucmpassl
User: admin
Password: adpassl
User: Administrator Password cisco
Task 1: Verify and Tune Cisco Unity Connection Enterprise and

Service Parameters
Verify' and modify the Enterprise Parameters, Service Parameters, and the general System Settings in Cisco Unity Connection. Activate the Cisco Serviceability Reporter service.
Note V\rien doing any change, save the change before you go to another page.
Activity Procedure
Step 2
From the classroom PC, access Cisco Unity Connection Administration pages. Go to System Settings > Enterprise Parameters.
Verify that the localization is set to United States for die network and user locale.
Step 3 Step 4
Step 5 Step 6
View the other parameters. Go to System Settings > Service Parameters.

Select the Server CUC-x and browse over the different services and their
parameters.
You will notice that most services have no parameters available for the selected
service.
Step 7
In the Cisco AMC Service, verify that the Data Collection Enabled parameter is set
to True for later labs.
Step 8 Step 9
Navigate to Cisco Unified Serviceability and activate the Cisco Serviceability Reporter service. Go back to the Cisco Serviceability Reporter Service Parameter in Cisco Unity
Connection Administration and verify that the RTMT Reporter Designated Node is
now set to CUC-x. Before activating the Cisco Serviceability Reporter service, this
field was set to Not Selected.
Step 10 Step 11
Navigate to System Settings > General Configuration. Note down the Time Zone: .
Step 12
Step 13
Verify that the System Default Language is set to English(United States).

Verify that the Receding Fonnat is set to G.711 mu-law. For your own information, explore the other parameters that can be set or changed on this page.
Step 14 Step 15
Step 16 Step 17
Configure the HQ router to be the time server with the command ntp master. Go to Cisco Unified Operating System Administration. In Settings > NTP Servers,
check if an NTP server is configured and if the NTP service is accessible. Go to Settings > Time. The time settings window displays: "The time cannot be set because NTP is currently enabled." Open an SSH connection to Cisco Unity Connection. often the NTP server is polled
Enter the utils ntp status command. Note down the stratum level .
and how
Enter the show timezone config command. Check the time zone configuration, and verify that the time zone is set Central European Time. Use the show timezone list command and search for America/Los_Angeles.
Step 21
Enter the set timezone 128 command to change the server time. A message appears:
"Changing this setting will invalidate software license on this server. The license
will have to be re-hosted."
Note
Changing the time zone impacts the licensing, and may also affect the use of certificates.
Step 22 Step 23
When asked if you want to continue, answer y for Yes. The new time zone is displayed and you are asked to restart the system. Enter yes to
restart the Cisco Unity Connection server.
Note
The restart of the Cisco Unity Connection server can take up to 10 minutes.
Step 24
After the restart, enter the show timezone config command, or in Cisco Unity Connection, go to System Settings > General Configuration. Check the time zone configuration. The time zone is now PacificDaylightTime (if using the CLI) or (GMT -8:00) America/Los_Angeles (if using GUI). Go to System Settings > Licenses. Because the demo license is used, no licensing
warnings or errors exist.
Step 25
Lab Guide
15
You have completed this task when you attain these results: Tlie enterprise parameters, service parameters, and system settings are verified or modified
according to the tasks listed in the activity procedure.
Tlie Cisco Unity Connection server time is set to Pacific Daylight Time.
Task 2: Configure Authentication Rules

Configure authentication rules to allow the PIN 123 and the password cisco. Set the PIN and password in the user template and verify that the correct aullientication rules are used.
Activity Procedure
Complete these steps: Step 1 Step 2 In Cisco Unity Connection Administration, go to System Settings > Authentication
Rules.
Select the Recommended Voice Mail Authentication Rule (PIN). Set the
following parameters and save:

Check the box: Administrator Must Unlock
Minimum Credential Length: 3

Uncheck the box: Check for Trivial Passwords
Step 3
Click Next to go to the Recommended Web Application Authentication Rule (password). Set the following parameters and save:
Failed Sign-In: 3
Check the box: Administrator Must Unlock
Minimum Credential Length: 5

Uncheck the box: Check for Trivial Passwords
Step 4
Step 5
Go to Templates > User Templates and select voicemailusertemplate.

Choose Edit > Password Settings for voice mail, set the following parameters, and
save:
Uncheck the box: User Must Change at Next Sign-In
Step 6
Verify that the authentication rule is set to Recommended Voice Mail

Authentication Rule.
Select the Web Application in the Choose Password field. Set the parameters and
save:
Uncheck the box: User Must Change at Next Sign-In
Step 7
Verify that tlie authentication rule is set to Recommended Web Application

Authentication Rule.
In the selected user template, go to Kdit > Change Password.
Step 8
Step 9
Try to enter the password cisco for voice mail (PIN). An error displays: "Invalid
Credential."
fry entering the PIN 12 and save. An error message displays: "Password does not
have enough characters."
16
Step 10
Enter the PIN 123 and save. The password is now updated.
Step 11
In the Choose Password field, select Web Applications, and enter the password "test." An error message displays: "Password does not have enough characters."
Step 12
Note
Enter the password cisco and save. The password is now updated.
The GUI uses the word "password" for the PIN and password. 'Voice Mail" is used for the PIN entered in the TUI and "Web Application" is used for the password that was entered in
the GUI.
The PIN is set to 123 in the user template.
The password is set to cisco in the user template.
Task 3: Configure Schedules and Holidays

Configure schedules and holidays in Cisco Unity Connection. Modify the business schedule (Weekdays) to have a break from 12:00 p.m. (1200) to 1:00 p.m. (1300). Change the schedule to 24 hours format. Add the holidays for Independence Day and Christmas Day.
Activity Procedure
Step 1 Navigate to System Settings > Schedules and select Weekdays.
Step 2
In Schedule Details, click Edit. Enter the following data and save:
Name: am
Step 3 Step 4
End time: 12:00 pm
Go to Edit > Schedule Basics and click Add New in the Schedule Details window. Enter the following parameters and save:
Name: pm Start Time: 1:00 pm
Step 5
End Time: 5:00 pm

Active for Monday to Friday
Go back to the Schedule Basics. The Weekdays schedule should now display the
business hours from Monday to Friday, 8:00 a.m. (0800) to 12:00 p.m. (1200). and from 1:00 p.m. (1300) to 5:00 p.m. (1700).
Step 6 Go back the schedule overview and select All Hours.
Step 7 Step 8
Verify that that the schedule is active from Sunday to Saturday for 24 hours. Go to System Settings > Advanced > Connection Administration. Check the box Display Schedules in 24-hour Format to show the schedules in 24-hour format and
save.
Step 9
Go back to the schedule overview, select Weekdays and verify that the schedule is
shown in 24-hour format.
Lab Guide
Note
The setting for 24 hours format does not affect the holiday configuration.
Step 10
Step 11
Step 12
Step 13
Go to System Settings > Holiday Schedules and choose Holidays.

Click Add New and add the following dates:
Independence Day. July 4
Christmas. December 24 to 26
Step 14
Go to Edit > Holiday Schedule Basics and verify thai the dates are correct and the Start Time is midnight (1200) and the End'lime is End Of Day.
Hie business schedule is active from Monday to Friday, 8:00 a.m. (0800) to 12:00 p.m. (1200). and from 1:00 p.m. (1300) to 5:00 p.m. (1700).
In the Holidays overview, the holidays are specified for Independence Day and Christinas
Days with the correct date and time.
Task 4: Configure System Distribution Lists

Get an overview ofthe preconfigured System Distribution Lists.
Activity Procedure
Complete these steps: Step 1 Go to Distribution Lists > System Distribution Lists. There are three predefined
distribution lists.
Step 2 Step 3
Step 4
Select the allvoicemailusers. Because users will be configured later, only one
member is included.
Note down the extension for the allvoicemailusers distribution list: _____
Press the Play/Record button and listen to the audio on your PC. The name is spoken as All Voice Mail Users, and is generated automatically from the Display
Name.
Step 5
Go to Edit > Distribution List Members.
Step 6
Step 7
Step 8
Tlie one member is the Voice Mail User Template.

Go back to the System Distribution Lists overview.
Select the allvoicemailenabledcontacts and notice that the check box Allow
Contacts is checked here.
You have completed this task when you attain these results: Tlie default settings are verified.
Task 5: Manage Cisco Unity Connection Roles

Get an overview of the predefined roles and view the settings for the System Administrator
role.
Activity Procedure
Step 1
Step 2 Step 3
In Cisco Unity Connection Administration go to System Settings > Roles.

Select the role System Administrator. View the role privileges for the System Administrator.
Step 4
Notice that for some privileges die access rights Create, View, Update, Delete, and
Execute are not selected. For example, a privilege that is labeled with "view only"
has only the View parameter set. A Manage privilege cannot be executed and has an
unchecked Execute box.
Note
The access rights check boxes are set to "view only" and cannot be modified. Users can be
assigned to a role in the user configuration.
Step 5
Step 6
Step 7
Click Role Assignments. Select the cucmadmin (account you used for login to Cisco Unity Connection).
Click Remove Selected. The message "Role assignment removal failed" appears.
Go back to the Roles overview and view the other roles.
You have completed this task when you attain these results: The default settings are verified and you can describe the access rights of tlie System
Administrator.
Task 6: Configure Restriction Tables

Disallow message notification for international numbers, for example, 901149404132670. and disallow transfer to national numbers, for example, 913125553001.
Activity Procedure
Complete these steps: Step 1 In Cisco Unity Connection Administration go to System Settings > Restriction
Tables.
Step 2
Step 3
Select Default Outdial (used for message notification) and uncheck the Restriction Patterns 91???????* and 9???????????*. Save your changes.
Go back to the Restriction Table overview and select Default Transfer. Uncheck
tlie box Blocked for the restriction pattern 9????7??????* and save.
The task can only be verified in a later lab, where the message notification is set up for the
users.
Lab Guide
19
Task 7: LDAP Setup

On the I.DAP server, create two new users, Michael Westen and led Mosby. Add the telephone number 4085552222 and +14085552223 in the LDAP server. Configure LDAP synchronization to import these users. Use regular expressions to import only a four-digit extension instead ofthe complete phone number. Configure an LDAP filter to only import
users with the last name starting with M.
Activity Procedure
Complete these steps: Step 1 Open a Remote Desktop Coimection to the LDAP server.
Step 2 Step 3
Step 4
Go to Start > All Programs > Active Directory Users and Computers. The Active Directory Users and Computers window opens. Choose podx.com > Users. Right-click in the right window and choose New >
User.
Enter the following data and save:
First Name: Michael

Last Name: Westen
User Logon Name: mwesten

Password: Ciscol23
Step 5 Step 6
Step 7 Step 8
Uncheck the box: User must change password at next logon
Create another user that is called Ted Mosby, where the user login name is tmosby. In Cisco Unified Serviceability, go to Tools > Service Activation. Activate the Cisco DirSync service.
In Cisco Unity Connection Administration, go to System Settings > LDAP >
LDAP Setup.
Set the following parameters and save.
Check the box: Enable Synchronizing from LDAP Server

LDAP Server Type: Microsoft Active Directory
LDAP Attribute for User ID: sAMAccountName
Step 9
Go to System Settings > LDAP > LDAP Directory Configuration. Specify the following parameters and save: LDAP Configuration Name: LDAP Server
LDAP Manager Distinguished Name: Administrator^ podx.com

LDAP Password: cisco
DAP User Search Base: dc=podx, dc=com

Check the box: Perform Sync Just Once
LDAP hostname or IP Address: lO.x.1.9
Note
In the lab. the Administrator account is used. In nonlab environments, the Microsoft Domain
Administrator will supply you with a user, including the relevant access rights.
Step 10
Press the Perform Full Sync Now.
Step 11
Go to Users > Import Users. Select LDAP Directory in the Find End Users In
field.
Note
Even if only two users are synced, the first synchronization can last for 5 minutes.
Step 12
Note
Click Find. The two previously configured users should appear.

Without a performed LDAPsynchronization, no users are shown. If, for example, the LDAP
User Search Base is incorrect, no users are shown.
Step 13
Step 14
Go to System Settings > Service Parameters. Selectthe server CUC-x and Cisco DirSync service. View the default Cisco DirSync service parameters.
On the LDAP server, right-click the user Michael Westen and enter 4085552222 in the Telephone Number field in the General tab. For Ted Mosby, add +14085552223 in the Telephone Number field.
Step 15
Step 16 Step 17
On Cisco Unity Connection, perform an LDAP synchronization. Go to Users > Import Users and find all users.
Check the field Phone Number, which should now be filled with the previously
configured telephone numbers for both users.

The Extension field shows 10-or 11-digit numbers.
Step 18
Go to System Settings > LDAP > Advanced LDAP Settings. Enter the regular expression [0-9][0-9]|0-9][0-9|$ to import only the last four digits, and save.
Go again to Users > Import Users and list the synchronized users. The extension should now show the four-digit numbers 2222 and 2223. Go to System Settings > LDAP > LDAP Custom Filters and add a new filter. Enter the following parameters to import only users where the last name starts with
an M and save:
Filter Name: Last Name M
Note
Filter: (sn=m*)
Writing such a filter (all users starting with M) will set all other users to inactive. Use LDAP filters carefully.
Step 22
In the LDAP Directory Configuration, select LDAP Server, and set the LDAP
Custom Filter to Last Name M. Save the changes and perform an LDAP
synchronization.
Step 23
Go again to Users > Import Users and list the synchronized users. Only the User Ted Mosby should be listed.
Lab Guide
The two users. Michael Westen and Ted Mosby, are shown under Users > Import Users.
The extensions 2222 and 2223 are shown as four-digit numbers for Michael Westen and
Ted Mosby.
After the LDAP filteris activated, only the user Ted Mosbyis shown.
22
Lab 2-3: Implementing Cisco Unity Connection Partitions and Search Spaces
Complete this lab activity to practice whatyou learned in the related module.
Activity Objective
In this activity, you will implement Cisco Unity Connection partitions and searchspaces. After completing this activity, you will be able to meet these objectives:
Configure Cisco Unity Connection partitions Configure Cisco Unity Connection search spaces
Prepare the Cisco Unity Connection dialplan for latertasks, for example, location-based
directory call handlers
Visual Objective
Lab 2-3: Implementing Cisco Unil

Connection Partitions and Seard
HQ Pod x
Configure the Cisco Unity

Connection dial plan components.
Test the implementation of partitions and search spaces.
Required Resources


IP phone
Lab Guide
23
Command List
Job Aids
Thesejob aids are available to help you complete the lab activity.
IP Addresses
Device IP Address
10.X.1.1 10.X.1.3



Password: cucmpassl
User: cucmadmin
Password: cucmpassl
Task 1: Create End Users for Testing

Create an end user John Doe with the extension 2001 and another end user Arvin Sloane with
the same extension.
Activity Procedure
Step 1
Step 2
In Cisco Unity Connection Administration, go to Users > Users and add a new user.
Alias: jdoe
First Name: Joe Last Name: Doe Extension: 2001
Step3
Step 4
The display name is generated automatically. Aftersaving, nolice that thepartition is set automatically to cuc-x, which is defined in the general settings.
Add anodier new user with the following data:

Alias: asloane First Name: Arvin

Lasl Name: Sloane Extension: 2001
Step 5
After saving, the following enor message appears: "A User with the specified
extension already exists in the Partition. Unable to create User."
Integrating Cisco Unified Communications Applicalions (CAPPS) u8 0
)2010Cisco Systems, Inc.
Activity Verification Youhave completed thistaskwhen you attain theseresults:

The user John Doe is created with the extension 2001.
m The user Arvin Sloane could not be created with the same extension 2001.
Task 2: Configure Partitions and Search Spaces

Rename the existing partition to HQandcreate a new partition called BR. Rename the existing search space to HQandverify that only thepartition HQis included. Add a newsearch space
that is called BR and include the partition BR only. Add the user Arvin Sloane with the extension 2001 in the partition BR.
Activity Procedure
Step 1
Step 2
Step 3
Step 4
Go to Dial Plan >Partitions andselect thedefault partition cuc-x. Change the

name to HQ. Keep the description and save.
Adda newpartition named BR andsave. Enter Branch Office in the Description

field.
In the upper right corner,click Search Partitions andverify that the partitions HQ
and BR have been created.
Go to Dial Plan > Search Space and select cuc-x Search Space. Change the name for the search space to HQ and keep the description.
Step 5
Step 6
Verify that only the partitionHQ is in the AssignedPartitions window. Save the
changes.
Add a new Search Space, name it BR, and save.
Step 7
Step 12
After saving, select BR from the Unassigned Partitions and move it to the Assigned Partitions window. Save the changes.
In the upper right comer, click Search Search Spaces and verify that both search
spaces HQ and BR are listed.
Go to System Settings > General Configuration and verify that the default
partition andsearch space are set to HQnow.

Go to Templates > User Templates and select voicemailusertemplate. Set the Partition and Search Space value to BR and save the changes.
Go to the user configuration and try to add the user Arvin Sloane again:
Alias: asloane First Name: Arvin Last Name: Sloane Extension: 2001
Step 13
After saving, notice that the partition is set to BR and that the user asloane could be created with the same extension, but only in another partition.
The concept is like Cisco Unified Communications Manager, but there is no concept of a
shared extension. Each extension can only exist once per partition.
Note
Lab Guide
25
Step 14
Click Search Users and verifythat the extension2001 is listed twice,
Step 15 Step 16
Notice alsothat the users can be searched by partitions or locations. In the field limit Search To.select Partition. Then select the partitions, for
example. BR in the field Where Name Is. "Ilie user asloane is listed.
Activity Verification You have completed this task when you attain these results:
Ihe userJohn Doewith extension 2001 is created in the partition HQ.
Hie user Arvin Sloane with theextension 2001 is created in tlie partition BR.
Task 3: Testing Partition Order

Call the Cisco Unity Connection opening greeting and dial by extension. Before you do the testing, draw thedial plan on paper and evaluate what happens, when dialing the extension 2001. Again, guess what happens when dialing the default directory call handler and entering
the name Sloane.
Activity Procedure
Step 1
From HQ Phone 2, dial to Cisco Unity Connection.
Step2
Step 3
Cisco Unity Comiection playsthe message "Enteran extension at any time." Enter
2001.
Cisco Unity Connection plays the message "John Doe is not available."'
Step 4
Step 5
Go to Call Management >System Call Handler and choose theopening greeting.

The Search Space is set to Inherit Search Space from Call.
Step 6
Go to Call Management >Call Routing > Direct Routing Rules. Selectthe

Opening Greeting.
Step7
Step 8
Step 9
Check the parameter setting in the field Search Scope. It is set to HQ. Therefore, the
mailbox of John Doe is reached.
Go to Dial Plan > Search Space and crealea new searchspace that is calledHQBR and add the partition HQ first, followed by BR.
Add another search space that is called BR-HQ and add the partition BR first,
followed by HQ.
Step 10
Step 11
Go to CallManagement >System CallHandler and select theopening greeting.

Set the search scope to BR-HQ.
Step 12
From HQ Phone 2. dial to Cisco Unity Connection. Enter the extension 2001.
Step 13
Step 14
Step 15
Cisco UnityConnection playsthe message"Arvin Sloane(BR partition) is not

available."
Set the search scope in the opening greeting to 1IQ-BR.

From HQ Phone 2, dial to Cisco Unity Connection. Enter the extension 2001.
Step 16 Step17
Cisco UnityConnection again plays "John Doe (IIQ partition) is not available." From HQ Phone2. dial to Cisco Unity Connection. Enter4 for the default directory
call handler.
26
IntegratingCisco Unifed Communications Applications(CAPPS) v8 0
2010 Cisco Systens. Inc
Step 18
Enter S (7) for Arvin Sloane followed bythe pound sign (#). Cisco Unity
Connection plays "ForArvin Sloane at extension 2001, press pound." When the pound sign (#)is pressed, themailbox of Arvin Sloane is reached.
Step 19
Step20
Go to Call Management >Directory Call Handlers. Select System Directory

Handler.
The search scope is set to Entire Server by default.
Activity Verification You have completedthis task when you attain these results:
Bydefault the mailbox of John Doewas reached.
After adding theBR-HQ search space, themailbox of Arvin Sloane was reached.
Arvin Sloane can be found via the directory call handler.
LabGuide
Lab 2-4: Implementing Cisco Unity Connection

Call Management
Complete this labactivity to practice what you learned in the related module.
Activity Objective
in this activity, you will configure Cisco Unity Connection call management options. After
completing this activity, you will be ableto meetthese objectives:
Configure call routing for direct and forwarded calls Configure a call handler template Configure a system call handler where callers state their name and then connect lo a Meet-
Me conference, with a name announcement when entering theconference
Configure a location-specific directory handler so that calls tothe HQ directory call handler
can search for users only within the HQ location
Configure an interview call handler asking a caller for the name, phone number, address,
and so on
Visual Objective
The figure illustrates what you will accomplish inthis activity.
HQ
PC-x HQ Phone 1 HQ Phone 2
Podx
BR
CUCM1-X CUP-x
CUC-x^SfJAP-x
Configure Cisco Unity Connection call routing, call handler templates,

and call handlers.
Required Resources
These arethe resources andequipment that are required lo complete this activity:

IP phones
2Q10Cisco Systems, Inc
Command List
Job Aids
These job aids areavailable to help youcomplete the labactivity.

IP Addresses
Device
IP Address
10x1.1 10.x. 1.3

Device IP Address
User: cucmadmin
Password: cucmpassl
User: cucmadmin
Password: cucmpassl
Task 1: Configure Call Routing

Configure a direct call routing rule, sothat calls from thenumber 2003 godirectly to the directory call handler. Configure another routing ruleso that if theuserof 2004presses the Messages button, the callis sentdirectly to the mailbox of ArvinSloane.
Activity Procedure
Step1
Step 5
In CiscoUnified Communications Manager Administration, go HQPhone 2 andadd

a second directory number 2004 in the partition Devices.
Set the voice-mail profileto SlP_Connect. ActivateCFNAand CFB to voice-mail

for internal and external callers.
Go to the directory number2003and changethe voice-mail profileto <None>. In Cisco Unity Connection Administration, go to Call Management > Call Routing
> Direct Routing Rules and add a new routing rule.
Enter the 2003 to Directory Handler in the Display Name field and save.
After saving,the default is set to sends calls to the System DirectoryHandler. Use the line 2003 and press the Messages button. Cisco Unity Connection asks you
to spell the last name.
Now use the line 2002 and press the Messages button.This call is also directedlo
the System Directory Handler.
Caution
All phones that use the Messages button or call the Cisco Unity Connection hunt pilot numbers willreach the directory call handler until the routing rule condition is set. Forwarded
calls are not affected.
Lab Guide
Step 9
Set the status to Inactive and save.
Step 10
Note
Select 2001 and press the Messages button. The attempted login asks for the PIN.
During the call routing ruleconfiguration, set the status ofthe newrouting ruleto inactive
untilyou have configured the routing rule conditions.
Step 11
Step 12
Inthe Routing Rule Condition area, click Add New. Select the Calling Number Equals field andentera value of 2003. Savethe changes.
Go back to edit the direct routing rule. Set the status to Active and save.
Step 13
Step 14
Step 15
Step 16
On 2003, press the Messages button. The Cisco Unity Connection System Directory
Handler answers the call and asks the caller to spell the name. On 2001. press the Messagesbutton. Cisco Unity Connection shouldask for the PIN
again. Normal operation is reslored.
Add a new direct call routing rule that is called "2004" and save.
Send the call to tlie user with mailbox asloane, and set the radio button to Go Directly to Greetings and save.
Step 17
Step 18
Add a new routing rule condition and set tlie calling number to Equals2004 and
sa\e.
On 2004. press the Messages button. CiscoUnity Connection shouldannounce

instantly that Arvin Sloane is not available.
Step 19
On 2001. press the Messages button and verify that Cisco Unity Connection asks for
the PIN.
When2001 pressesthe Messages button, Cisco UnityConnection asks for a PIN.
When 2002 presses tlie Messages button, the standard opening greeting is played. When 2003 presses the Messages button, the directory call handler is reached.
When2004presses the Messages button, the call is sent directly lo the mailbox of Arvin
Sloane.
Task 2: Configure a Call Handler Template

Verify the default call handler template parameters and modify the indicated settings.
Activity Procedure
Step 1
Step 2
In Cisco Unity Connection Administration, go to Templates > Call Handler Template and selectthe defaultSystem Call Handler Template.
Verify that the following parameters are set:
Phone System: Phone System

Active Schedule: All Hours
30
Partition: HQ
Search Space: HQ
Integrating Cisco Unified Communicalions Applications(CAPPS] v8 0
Step3
Go to Edit and browse through the fourmenus andwatchthe default settings for:
Transfer Rules
Caller Input
Greetings Message Settings
Step 4
In the message settings, set the following parameters:
Maximum Message Length: 60 seconds

Uncheck the box: Callers Can Edit Messages
Step 5
Message Recipient: User with mailbox: Operator
Save the changes.
The default call handler template is modified and the default settings have been verified.
Task 3: Configure a System Call Handler

Configure a system call handlerwith the number2222 where callersstate their name and then
connect to a Meet-Me conference on 2220, with a name announcement when entering the
conference.
Activity Procedure
Step 1
In Cisco Unified Communications Manager Serviceability, enable the Cisco IP Voice Media Streaming App service under Tools > Service Activation to allow
Meet-Me conferences.
Step 2
In Cisco Unified Communications Manager Administration, add a Meet-Me conference number. Go to Call Routing > Meet-tne Number/Pattern and add a
new Meet-Me number.
Step 3
Enter the following parameters and save: Directory Number 2220
Description: Meetme with Announcement

Partition: devices
Step 4
Minimum Security Level: Non Secure
Test the Meet-Me number. On 2001, go off hook, press the Meetme softkey. and enter the number 2220. The IP phone display should show the message "Connected
to Conference 2220."
Step 5
Note
From 2002. dial 2220 and test that the Meet-Me conference is active.
For Cisco Unity Connection to transfer calls back to Cisco Unified Communications Manager, the calling search space for voice-mail ports and the SIP trunk CSS for inbound calls need to be set. For later tasksfor example, message notification, which requires PSTN accessset the CSS for the voice-mail port and SIP trunk to pstn
Lab Guide
Step 6
Step7
InCisco Unified Communications Manager Administration, goto thevoice mail

port and set the CSS for the device to pstn.
Go to the SIP tnink. set tlie following parameters, and save. Checkthe box: Redirecting Diversion Header Delivery- Inbound Checkthe box: Redirecting Diversion Header Delivery- Outbound
Direct cails via SIP were working already. These two check boxes must be checked so that calls forwarded to Cisco Unity Connection willwork.
Note
Inbound Calls Calling Search Space: pstn Rerouting Calling Search Space: pstn Out-Of-Dialog Refer Calling Search Space: pstn
Step 8
Create a directory number2222 with the following parameters:

Voice Mail Profile: SIP_Connect

Call Forward All: Check tlie Voicemail check box
Step9
Step 10
Note
In Cisco Unity Connection Administration, go to Call Management > System Call

Handler and click Add New.
Enter the display name Meetme and save.

Do not use an extension number
Step 11
Go to Edit > Transfer Rules and select Standard.
Step 12
For call transfer action, set the Transfer Calls To Extension to 2220 and set the
transfertype to Supervise Transfer. Set the following parameters and save:

Check the box: Ask Me If I Want to Take the Call Check the box: Ask for Caller's Name
Step 13
Go to Edit > Greetings and select Standard. Set the parameter Callers Hear to Nothing and uncheck the Play the "Record Your Messageat the Tone" Prompt
check box.
Step 14
In the During Greeting area, check the Allow Transfers to Numbers Not
Associated with Users or Call Handlers check box and save
Step 15
Step 16
Add a new forwarded routing rule and enter the display name 2222 and save.
Set Ihe Send Call To parameter to Call Handler Meetme and save.
Step 17
Add a new routing mle condition. Set Forwarding Station to Equals 2222 and save.
Step 18 Step 19
Step 20
On 2001, go off hook, press the Meetme softkey, and enter 2220. The display
should show "To Conference 2220."
On 2002. dial 2222. Cisco Unity Connection asks for a name. Say your name and
press the pound sign (#).
On 2001. the caller is announced with a name. Press 1 to take the call. The caller
2002 should be connected to the Mecl-Me conference.
Integrating Cisco UnifiedCommunicalions Applications (CAPPS) v8 0
Activity Verification Youhave completed thistaskwhen you attain theseresults:

When calling2222, Cisco Unity Connection asks for the name. After saying the name, the caller is transferred to the Meet-Me conference 2220, where the name ofthe caller is
announced before entering.
Task 4: Configure Directory Handlers

Configure a location-specific directoryhandler 2000 for HQ and 3000 for BR. Calls to the HQ directory call handler can only searchfor users within the HQ location(John Doe). Calls to Ihe
BR location can only search for BR users (Arvin Sloane).
After testing the BR Directory Handler, delist Arvin Sloane from the directory. For the BR Directory Handler, configure the operator 3002 and activatecall screening. Fromthe opening greeting, the HQ directorycall handlercan be reachedby pressing5, and the BR directory call
handler can be reached by pressing 6.
Activity Procedure
Step 1
In Cisco Unified Communications Manager Administration, add a directory number 2000 and 3000 in tlie partition devices and set CFA to voice mail. The voice-mail profile ofthe directory number 2000 is <None>. The voice-mail profile for 3000 is
SIP Connect.
Step 2 Step 3 Step 4 In Cisco Unity Connection Administration, go to Call Management > Directory
Call Handler.
Click Add New and enter HQ as the Display Name value, enter 2000 as the
extension, andsetthe partition to HQ. Savethe changes.

After saving, set the search scope to Search Space and select HQ.
Step 5
Step 6 Step 7 Step 8 Step 9 Step 10
Step 11
Go to Edit >Greeting and check the box Use Custom Greeting.

Click Play/Record. Press the Record button. The phone 2001 will ring. Answer the
call and after the beep say: "Welcome to the HQ directory."

Press the Play button and verify the new greeting recording. Save the changes. Create a new forwarded routing rule. Enter 2000 as the display name, and save. After saving, set Send Call To directory handler HQ and save. Add a new routing rule condition. In Forwarding Station, select Equals and 2000
and save.
Place a call from 2002 to 2000. The recorded greeting "Welcome to the HQ directory" should be played. Search for the name Doe. Enter 363 for Doe and enter #
to be transferred. Extension 2001 should ring now.
Step 12
Step 13 Step 14
Repeat Steps 2 through 11 to create a new BR directory call handler.

Enter BR in the Display Name field, enter 3000 in the Extension field, and enter BR
in the Partition field, and save.
Set the search scope to BR and save.
Step 15
Record a new greeting: "Welcome to the BR directory."
>201C Cisco Systems, Inc.
Lab Guide
33
Step 16
Creale a newforwarded routing rule. Enter 3000 as ihedisplay name to sendthe callers to the BR directory call handler. Set the searchscopeto BR and save.
Step 17
Step 18
Add a new routing mlecondition and in Forwarding Station, select Equals and
3000.
Place a call to 3000from 2002. The recordedgreeting"Welcometo the BR directory" for BR should be played. Search for the name Doe. Enter 363 for Doe.
Tlie name should not be found. Enler 756 for Sloane. You should be able to leave a message for Arvin Sloane.
Step 19
Delist Arvin Sloane from the directory. Go to Users > Users and select asloane. Uncheck the List in Directory check box and save,
Step 20
Call 3000 and enter 756 for Sloane. Cisco Unity Connection should announce: "No
matching name."
Step 21
Step 22
Step 23 Step 24
Step 25 Step 26
Place a call to 3000 and press 0 for the operator. There is no operatorassigned.
Create a new system call handler for Ihe operator transfer.
Enter BR Operator in the Display Name field, and enler 3002 in the Extension field. Save the changes. Set the Phone System value to SIP, set the Partition value to BR, and set the search scope to BR. Save the changes.
Go to Edit > Transfer Rules and select Standard. In the Transfer Action area, enter 3002 in the Transfer Calls to Extensions field and save the changes.
Step 27
In the BR directory call handler, edit the caller input option for If Caller Presses Zero. Select BR Operator in the Call Handler field and in the Attempt Transfer field. Save the changes.
Step 28
On Cisco Unified Communications Manager, add the directory number 3002 in die partitioncalleddevices on HQ Phone 2 as the third line. Configure Call Forward
Busy and Call Forward No Answer to voice mail.
Step 29
Place a call to 3000 and press 0. Cisco Unity Connection asks the caller to wait while the call is transferred. Extension 3002 should ring.
Step 30
hi the BR Operator call handler, edit the standard transfer rule settings so that the "Wait while I transfer your call" message is not played Uncheck the check box for
the announcement and save.
Step 31
Step 32
Place a call to 3000 and press 0. Extension 3002 should ring without any transfer
announcement.
In the BR Operator call handler standard transfer rule settings, set the transfer type to Supervise Transfer. Check the following boxes and save:
Check the box: Tell Me When the Call Is Connected Check the box: Tell Me Who the Call Is For
Step 33
Step 34 Step 35
Place a call to 3000 and press 0. Answer the call on 3002. Cisco Unity Connection
announces "Call for BR Operator, transferring call."
Go to the System Call Handlers and select Opening Greeting. Go to Edit > Caller Input. Press 5 and select the call action Directory Handler HQ and save.
Inlegraling Cisco Unifed Communications Applications (CAPPS) v8 0
Step 36 Step 37
Step 38
Go back tocaller input and press 6.Select the call action Directory Handler BR
and save.
On the phone 2002. press tlie Messages button toreach the opening greeting. Press
5. You should be transferred the HQ director call handler.
Press 6.You should reach the BR directory call handler.
Youhave completed thistaskwhen you attain theseresults:
When you place a call to2000, the HQ directory call handler greeting isplayed, and search
scope finds only John Doe.
When you place a call to3000, the BR directory call handler greeting isplayed, and search
scope finds only Arvin Sloane until theuser is delisted from thedirectory.
When calling the BR directory call handler, the operator 3002 can bereached and call
screening is activated.
TheHQ and BRdirectory call handlers canbereached from theopening greeting with the
keys 5 and 6.
Task 5: Configure Interview Handler

Configure an IT Support interview handler that will ask callers for their name, number, and the
reason for their call. The interview handlercan be reachedby pressing7 during the opening greeting. Sendthe recordedanswers to John Doe. Activity Procedure
Step 1
Step 2
In Cisco Unity Connection Administration, go to Call Management>Interview

Handler. Add a new interview handler.

Display Name: IT Support
Step 3
User with Mailbox: jdoe (Go Directly to Greetings)
Go to Edit > Interview Questions.
Step 4
Select the first question, enter the following data, and save:
Maximum Reply Message Length: 15 seconds

Question Text: Name
Question Recording: "What is your name?"
Step 5
Click Next to go to the next question, enter the following, and save:

Question Text: Number
Question Recording: "What is your phone number?"
Step 6
Click Next to go to the next question, enter the following data, and save:

Question Text: Reason
201DCiscoSy5tems,lnc.
Lab Guide
Question Recording: "What isthe purpose of yourcall?"
Step 7
Step 8
Go to the Opening Greeting and choose Edit >Caller Input. Choose the key 7 and change the call action to Interview Handler IT Support and save.
On 2002. press the Messages buttonand enter 7. The interview handler asks for
name, number, and reason for the call. After answering the questions, the message is
sent.
Step9
Step 10
Go to Users> Usersandselectjdoe. Uncheck the Set for Self-Enrollmentat Next

Sign-In check box and save.
On 2001, press the Messages button and enter the PIN 123. Press I for new
messages. Cisco Unity Conneclion announces: "Message one from IT support" followed by your recorded answers. Delete the message.
Step 11 After the call lo the interview handler, the call should be terminated. Go to
Interview Handler andselecl IT Support. Setthe After Interview Action to Call

Action Hang Up and save.
Step 12
Call again the opening greeting, enter 7,and answer the questions. After you answer
the questions andlisten to the announcement thatthe message has been sent, the call
should be terminated.
Step 13
Listen to the message and delete it.
When you make a call, hear the opening greeting, and enler the 7 key, the interview handler
asks you three questions, After the interview iscomplete and the call is ended, the message
with the recorded answers can be retrieved by John Doe.
Integrating Cisco Unified Communications Applications (CAPPS) u8.0
Lab 2-5: Configuring Cisco Unity Connection

Users
Complete this lab activity topractice what you learned inthe related module.
Activity Objective
Inthis activity, you will configure Cisco Unity Connection users. After completing this
activity, you will be able to meettheseobjectives: Configure Cisco Unity Connection usertemplates
Import and configure users, and modify mailbox settings

Modify the class of service according to a customer change request
Configure message notification
Configure private distribution lists
Visual Objective
The figure illustrates whatyouwillaccomplish in this activity.
Lab 2-5; Configuring Cisco Unity

Connection Users
HQ
PC-x hq Phone 1 HQ Phone 2
Podx
BR
CUCMI-x
CUP-x
Configure user templates, configure

and import users, modify user
settings, and enable user features.
Required Resources
These are the resources and equipment that are requiredto complete this activity:

LDAP server
IP phones
Lab Guide
37
Command List
Job Aids
These jobaids are available to help you complete the lab activity.
IP Addresses
Device IP Address 10.X.1.1
10x1.3 10.X.1.9

LDAP Server

Device
IP Address
User: cucmadmin

LDAP Server
Password: cucmpassl
User: cucmadmin
Password: cucmpassl
User: Administrator Password: cisco
Task 1: Configure Cisco Unity Connection User Templates

Configure two user templates for users that are created in HQ and BR. View the default settings
and modify some parameters.
Activity Procedure Complete these steps:
Step 1
Step 2
InCisco Unit) Connection Administration, goto Templates >User Templates and

select voicemailusertemplate. Sel the following parameters and save:
Alias: HQ
Display Name: HQ
Partition: HQ
Search Scope: HQ
Phone System: PhoneSystem

Step 3 Step 4
Uncheck ihe box: Set for Self-enrollment at Next Sign-In
Go to Edit and view the other default settings in the different menus. Create a new user template for BR, enter the following data, and save:
Based on Template: HQ
Alias: BR
>2D10 Cisco Systems, Inc
38
Display Name: BR
Phone System: SIP
Step 5
After saving set the following parameters and save again:

Partition: BR
Search Space: BR
Uncheck the box: Set for Self-enrollment at Next Sign-tn
Step6
Goto SearchUserTemplates andverifythat bothtemplates HQ and BR are listed.
The user templatefor HQ is modified and the user template for BR is created.
Task 2: Configure Users and Modify Mailbox Settings

Modify the user and mailboxsettings for John Doe. Create a new user, Jane White, with extension 2002 in Cisco Unity Connection. Leave and retrieve messages for both users and verify that the MWI is working properly. Activity Procedure
Step 1
Step 2
In Cisco Unity Connection Administration, go to Users > Users and select jdoe.
Verify the settings and save:

Partition: HQ Search Space: HQ

Step 3
From 2002, call 2001 and leave a message.
Step 4
Step 5
Go to Edit > Mailbox. Check the number of messages. Tliere should be at least one. the message that you just recorded.
Check that the MWI light on HQ Phone 1 is on.
Step 6
Step 7
On 2001, press the Messages button, enter the PIN 123#, and press 1 to play new
messages.
Listen to the messages and delete them after listening by pressing 3. The MWI
should be turned off on HQ Phone 1.
Step 8 Step 9
Go again to Edit > Mailbox or refresh the page. The messages are still shown. because they are moved to the deleted folder and require storage space. Change the mailbox settings and quotas for John Doe and save:
Message Aging Policy: Default System Policy Click the radio button: Custom in the mailbox quotas area Waming Quota: Custom 2 MB Send Quota: Custom 3 MB
Lab Guide
39
Send/Receive Quota: Custom 4 MB
Step 10
Step 11
Go to Message Store >Message Aging Policy and select Default System Policy.
Set the following parameters and save:
Check the box: Enabled
Permanently Delete Messages in the DeletedItems Folderin: 5 days
Step 12
Goto Users > Users and add a new user, Jane While. Setthe following parameters
and save:
Based on Template: HQ Alias: jwhite

First Name: Jane
Last Name: White
DisplayName generates automatically first name,last name

Extension: 2002
Step 13
Step 14 Step 15
After saving, verif) thatthe correct settings werecopied from the usertemplate HQ.
From 2001. call 2002 and leave a message for Jane White. After leaving a message on HQ Phone 2, the MWI should be turned on.
Step 16
Retrieve the message anddelete it afterlistening. TheMWI should be lumedoff

again.
The userand mailbox settings for John Doeare modified anda message can be leftand
retrieved.
The user Jane White is created, and a message can be left and retrieved. MWI is working properly for both users.
Task 3: Import Users from Cisco Unified Communications Manager

Create a new user. Michael Black, with extension 3001 in Cisco Unified Communications
Manager and importthe userto Cisco Unity Connection. Leaveand retrievemessages for Michael Black and verify that the MWI is workingproperly.
Activity Procedure
Step 1
In Cisco Unified Communications Manager Administration, add a third line on HQ Phone 1 with the directory number3001 in die partitiondevices. Configure CFB and
CFNA to voice mail.
Step 2
Go to User Management > Users and add a new user, enter the following data, and
sa\e:
User ID: nib!atk Password: cisco
40
PIN:12345
Last Name: Black
First Name: Michael
Telephone Number: 3001
Step 3 Step 4
Step 5
Step 6
Ensure that the Cisco AXL Web Service isactivated onCisco Unified
InCisco Unity Connection Administration, go to Telephony Integrations >Phone

System and select PhoneSystem.
Goto Edit >Cisco Unified Communications Manager AXL Servers.

AXL Username: cucmadmin
Password: cucmpassl
Cisco Unified Communications Manager Version: 5.0 or Greater
Step 7
Click Add New to add anew Administrative XML (AXL) server. Enter the
following parameters and save:
IP Address of Cisco Unified Communications Manager: 10.x.1.1

Port: 8443
Step8
After saving, clicktheTest button to testthe AXLconnection. A message appears: "Testmessage successfully sentto AXLserver10.x.1.1:8443."
Step 9
Step 10
Note
Go toUsers > Import Users. InFind EndUser In, select PhoneSystem and click
Find.
No users are found.

An end user in Cisco Unified Communications Manager must have a primary extension
configured to be imported.

Step 14
Step 15
InCisco Unified Communications Manager Administration, go to the user mblack

and click Device Association and Find.
Select thedevice with thedirectory number 3001 and click Save Selected/Changes.
In the Related Links box, select Back To User and Go.
Back in theuser configuration, settheprimary extension to 3001 in devices and

save.
In Cisco Unity Connection Administration, go againto Users > Import Users. In

Find End User In, select PhoneSystem, and click Find.
The user mblack should appear now.
Step 16 Step 17
Step 18
Note
Choose BR as the usertemplate, selectuser mblack from the listof users, andclick
Import Selected.
A status message appears: "Importing userscompleted. Number of successes: 1.

Number of failures: 0."
Click Find again. The user list is empty now.

Users that have already been imported are not listed again.
>2010CiscoSystems,lnc.
LabGuide
41
Step 19
Go to Users > Users and select mblack.
Note
This useris integrated with a Cisco Unified Communications Manager. Some fields inthe
user configuration may be disabled.
Step 20
Step 21
Step 22
Check which fields areread-only in the userconfiguration.

From 2001, call 3001 and leavea message.
The voice mail of mblack cannot be reached.
Step 23
In Cisco Unified RTMT, go to Unity Connection > Port Monitor to view the
calling, called, and redirected number.
Step 24
Call again from 2001 to 3001 and try to leave a message. The port monitor shows:
Caller: John Doe 2001

Called: 3001
Reason: FwdNoAnswer
Redirected: 3001
Step 25
The information in Ihe port monitor seems to be correct.
Step 26
Step 27
Step 28
Go to Call Management >Forwarding Routing Rules and select Attempt

Forward, which is responsible for forwarding callers to the mailboxes.
The search scope is sel to HQ. Since mblack islocaled inBR. change Ihe search
scope to HQ-BR and save.
Try again to leave a message for mblack.
Step 29 Step 30
The message envelope on 3001 should indicate a new message. On 3001, press theMessages button. Tlie standard opening greeting is reached
instead ofthe user mailbox.
Step 31
Go to Call Management >Direct Routing Rule and select AttemptSign In and

set the search space to HQ-BR and save.
Step 32
Note
On 3001. press the Messages button again. Log in, retrieve, and delete the message.
The message envelope should beturned offafter listening to themessage.
V\rhen logging in, notice thatthe PIN and password are notimported from Cisco Unified
The user Michael Black at extension 3001 is created in Cisco Unified Communications Manager and is imported to Cisco Unity Connection.
Messages can be left and retrieved for Michael Black.
'Hie MWI is working correctly for 3001.
42
Integrating Cisco Umfied Communications Applicalions (CAPPS) vS.O
Task 4: Import Users from the LDAP Server

Create a new user. David Gray,with extension3003 in the LDAPserver and importthe user lo
Cisco Unity Connection. Leave and retrieve messages for David Gray. Enable MWI onand off
for the second line on the BR phone.
Activity Procedure
Step 1
InCisco Unified Communications Manager Administration, goto the Directory

Number and change 3002 to 3003 and enter David Gray in the Alerting Name
field.
Step 2
Step 3
Step 4
Use Remote Desktop Connection to connectto the LDAP server.

Go to Active Directory Users and Computers.
Create a new user:
First Name: David
Last Name: Gray
User Logon Name: dgray

Password: Ciscol23
Step 5
Check the box: Password never expires
Step 6 Step 7
Right-click the new user and select Properties. Set the Telephone Number to 3003 and click OK.

Step 12
Step 13
In the LDAP Directory Configuration, click Perform Full Sync Now. In CiscoUnity Connection Administration, go to Users > Import Users. Selectthe
LDAP directory and click Find.
The new user dgray is not listed. This is becauseofthe previouslyconfigured LDAP
filter, which is still active.
Go to System Settings > LDAP > LDAP Directory Configuration and select
LDAP Server.
Set the LDAP Custom Filter to <None> and save.

Click Perform Full Sync Now.
Step 14
Step 15
Go back to the Import Users page. Select LDAP Directory and Find.
The user dgray should be listed now.
Step 16
Select the user template BR and the user dgray and click Import Selected.
Step 17 Step 18
Step 19 Step 20
The importis successful and a messagestates:"Importingusers completed. Number

of successes: 1, Number of failures: 0."
Go to the user page and select dgray. The Extension field for dgray is not a read only field as it was in Cisco Unified Communications Manager.
From 2001, try to leave a message for 3003. HQ Phone 2 signals a new message with an envelope sign for 3003.
Step 21
Press the Messages button. Line 3003 is automatically selected to retrieve voice mail. Listen to the message and delete it.
Lab Guide
43
Note
On Cisco Unified Communications Manager, the phone configuration parameter "Always

Use Prime Line for Voice Message" influences the line selection. When thisparameter is set to off (default) and the phone is idle, pressing the Messages button on the phone automatically dials the voice-messaging system from the line that has a voice message.
Cisco Unified Communications Manager always selects the first line that has a voice
message. Ifno linehas a voicemessage, the primary fine is used whenthe phone user
presses the Messages button
Step22 Step23
On HQPhone 2. press tlieMessages button again. The line2002 is used because no

new voice message is signaled for any line.
In Cisco Unified Communications Manager Administration, go to the Cisco

CallManager service parameters.
Step 24
Step25
Step 26
Set theparameter Message Waiting Lamp Policy to Lightand Prompt.

Leave a message for 3003. The MWI light should nowbeturned on for HQPhone 2,
even if the message was received on the second line.
Delete the message. The MWI is turned off.
You have completed this task when you attain these results: 1"he user Da\ id Gray is imported from the LDAP server. A message can be left for David Gray.
The MWI is turned on andoff for the second directory number ofthe BRphone.
Task 5: Modify the Class of Service According to Customer

Change Request
Allow users to view and manage the ahemative numbers from Cisco PCA. Disallow users to
delist from the director)' and disallow recording of tlie name. Limit the maximum lists peruser
to 5 and the maximum members per list to 25.
Activity Procedure
Step 1
Open a Remote Desktop Connection to the LDAP server.
Step 2
On the LDAP server, open a web browser. Enterthe URLhttps://cuc-ip/ciscopca

and the credentials jdoe/cisco.
Tip
Accessing Cisco PCAfromthe same PC as accessing the Cisco Unity Connection

Administration leads to log-in issues.
Step 3
Step 4
Step 5
Select Cisco Unity Connection Assistant and browse througli the menus. For example, search for the directory listingand the alternate numbers options.
hi Cisco Unity Connection Administration, go to Class of Service > Class of
Service and select Voice Mail User COS.

Uncheck the box: Allow User to Record Name
44
Uncheck the box: Allow Users to Choose to Be Listed in the Directory

Integrating Cisco UnifiedCommunications Applications (CAPPS] v8 0
Note
Users who are already delisted remain delisted.
Check the box: Allow Users to View Administrator-Defined Alternate

Extensions
Check the box: Allow Users to Manage Their User-Defined Alternate

Extensions
Caution
Without a PIN for login, this feature is a security threat.
Maximum Lists per User: 5

Maximum Member per List: 25
Step 6
Log out and log in to CiscoPCA with John Doe.
Step 7
The ListinDirectory option is notavailable anymore and theoption to viewand

managealternatenumbers is now available.
Step 8
Set upthePSTN phone totest alternate numbers. The PSTN phone is also used in
later tasks for message notification.
Note
The PSTN phoneis simulated on the CiscoUnified Communications Managerand alllines are placed inthe PSTN partition.
Step 9
In Cisco Unified Communications Manager Administration, register the BR phone

with the following settings, then save and apply:
MAC Address
Description: PSTN Phone

Phone Button Template: Standard 7965 SCCP Calling Search Space: pstn
a
Step 10
Device Security Profile: Cisco 7965- Standard SCCP Non-Secure Profile

Route Partition: pstn
Add the first directory number parameters and save:
Step 11
Add the second directory number parameters and save:

Route Partition: pstn
Step 12
Add a new translation patternwith the following settingsand save:

Translation Pattem: 9.1XXXXXXXXXX
Partition: pstn Calling Search Space: pstn Called Party Discard Digits: PreDot
Step 13
Step 14
>201C Cisco Syslems. Inc.
From2001, dial 913035551001. The first line ofthe PSTNphone should ring.
From 3001, dial 918132302002. The second line ofthe PSTN phone should ring.
Lab Guide
Step 15
Add another translation pattern with thefollowing data:

Translation Pattern: 1201201.XXXX
Partition: pstn

Called Party Discard Digits: PreDot
Step 16
Copy the translation pattern, change thetranslation pattern to 1301301.XXXX, and

save.

Step 20
From PSTN phone line 1, dial to 12012012001. Extension 2001 should ring. From PSTN phone line 2, dial to 13013013001. Extension 3001 should ring. From PSTN phone line 1, dial to 12012012500. The Cisco Unity Connection
Openinggreetingshould be played.
In Cisco Unity Connection Administration, go to the userJohn Doe.
Step 21
Go to Edit > Alternate Extensions and click Add New. Enter the following and
save;
Phone Type: Home Phone Display Name: John Doe Home Phone
Phone Number 13035551001
Partition: HQ
Step 22
From PSTN phone line I, dial to 12012012500. Enter the PIN 123#. Cisco Unity Connection plays the name John Doe. The user is now recognized bythealternate
number.
Step23
On Cisco PCA. check the alternate number options.
Users cannot delist themselves or record their names.
PSTN phone line 1 is recognized as the alternate number of John Doe.
Alternate numbers can be \ iewedand managedby the user.

The default settings for private lists are modified.
Task 6: Configure Message Notification

Configure message notification for John Doe. If a message is left, John Doe is informed on the home phone. 13135551001. During notification. John Doe is allowed to login and listen to the message. If John Doedoes notanswer on the home phone, call themobile phone
18132302002.
Activity Procedure
Step 2
In Cisco Unity Connection, go the user John Doe.

Go lo Edit > Notification Devices.
46
Step 3
Select the home phone, set the following, and save:

Phone Number: 913035551001
Note
Calls to the PSTN must include the PSTN access code for successful call routing.
Step 4 Step 5
Step 6
Leave a message for 2001. After leaving the message, PSTN phone line 1 rings. Answer the call and enter the
PIN. Listen to the message and delete it.
Go to Edit > Notification Devices.
Step 7
Select the mobile phone, set the following, and save:

Delay Before First Notification Attempt: 1 Minute

Phone Number: 918132302002
Step 8
Step 9
Select the home phone again and set On Notification Failure to Send to Mobile.
Leave a message for 2001.
Step 10 Step 11
After leaving a message, the home phone will ring first (do not answer), followed by the mobile phone. Answer on the mobile phone, log in, and delete the message.
If a new message for John Doe is left, message notification is sent to the home phone. If the home phone is not answered, the mobile phone receives the notification.
Task 7: Configure Private Distribution Lists

Configure a private list that is called Sales for John Doe and include Jane White, Michael Black, and David Gray. Leave a message for the new list.
Activity Procedure
Step 1 Step 2 Step 3 In Cisco Unity Connection Administration, go to the user John Doe. Go to Edit > Private Distribution Lists. This menu opens the Cisco PCA and logs
in as John Doe.
Go to Private Lists > New Private List. Enter Sales in the Name field and save.
Step 4
Step 5
Click Add Members and Find. Since the search space of John Doe is set to HQ, only John Doe and Jane White are found.
Close the Cisco PCA.
Step 6
Step 7
In the user configuration of John Doe, set the search space to HQ-BR.
Go back to the Cisco PCA via Edit > Private Distribution Lists and click Find again.
Lab Guide
Step 8
Select the users:
Note Step 9
Gray, David
White, Jane Black, Michael Ifthe users are not shown, close and reopen Ihe browser.
Click Add Members.
Step 10
On 2001, press the Messages button and log in.
Step 11
Step 12
Step 13
Press2 to send a message. Recorda messageand press the pound sign (#).
Spell the name ofthe person or list (72 for Sales) and press #. Press # again to send
the message.
On 2002. 3001. and 3003. the MWI should be turned on.
Step 14
Step 15
Go to System Settings > Advanced > Conversation and check the box Address Message Before Recording.
Send a message from 2001 to the list called Sales and notice that the address must
now be selecled before the recording. Activity Verification

A message to the private list Sales is distributed to all phones and indicated by the MWI.
Task 8: Modify User Parameters

AllowJohn Doe to listento messages withoutenteringa PIN when dialingfrom 2001. Enable call screening for John Doe. Modify the PhoneMenu and Playback Message settings. Activity Procedure
Step 2
In Cisco Unity Comiection Administration, go to the user John Doe.

Disable the Message Notification Devices for John Doe.
Step 3
In the Edit > User Basics menu, check Ihe box Skip PIN When Calling from a
Known Extension.
Note
Wnen the Ship PIN When Calling from a Known Extension checkbox is checked, this
message appears: "Caution! Security risk. See Help for This Page for details." Anyone who presses the voice-mail button on the phone 2001 can listen to the messages of John Doe
without entering the PIN.
Step 4
Save the changes.
Step 5
Step 6 Step 7
Press tlie Messages button on 2001. Notice that the PIN is not requested.
On 2002. press the Messages button and press the pound sign (#) to go to the opening greeting. Dial the extension 2001. Answer the call. Enable call screening. Go lo Edit > Transfer Rules and select Standard.
Integrating Cisco UnifiedCommunications Applicalions (CAPPS) v8 0
Step 8
Transfer Type: Supervise Transfer

Check the box; Tell Me When the Call Is Connected
Check the box: Tell Me Who tbe Call Is For
Check the box: Ask Me If I Want to Take the Call
Check the box: Ask for Caller's Name
On 2002, press the Messages button and press #. Dial the extension 2001. Say your
name and press #.
On 2001, answer the call and notice the following difference. Cisco Unity Connection annoiuices"Call from <Your name>," "Call for John Doe." "to take the call press 1, to have the caller leave message press 2." Press 1 to be connected to the caller. Cisco Unity Connection announces "Transferring call." The
call is now connected.
Step 12
Go to Edit > Phone Menu. Set the following parameters and save:
Conversation Volume: High
Step 13
Conversation Speed: Fastest
Leave a message for John Doe.
Step 14 Step 15
On 2001. press the Messages button. The Cisco Unity Connection messages are
much faster now.
Retrieve the message and notice that Cisco Unity Connection announces "Message one from Jane White," followed by the message from Jane White, and "Received
today at <time>."
Tip
You might change the speed back to the previous settings.
Step 16
Go to Edit > Playback Message Settings. Set the following parameters and save:
Check the box: Include Extension for Sender's information
Check the box: Time the Message was Sent

Check the box: Sender's ANI
Check the box: Message Duration

Uncheck the box: Time tbe Message Was Sent
Step 17 Step 18
Leave a message for John Doe. On 2001. press the Messages button.
Step 19
Cisco Unity Connection announces "Message one from Jane White at extension 2002 received today at <time> is <x> seconds long," followed by the message from
Jane White.
Note
The time is now announced before the actual message is played.
>2010 Cisco Syslems. Inc.
Lab Guide
49
John Doe can accesstliemailbox withoutenteringa PIN.

Call screening for caller transfer is enabled.
The playback message announces the extension ofthe sender andthe message duration
before the message itself.
(Optional) Lab 2-6: Troubleshooting Cisco Unity

Connection
Completethis lab activityto practicewhatyou learnedin the relatedmodule.
Activity Objective
In this activity, you will troubleshoot CiscoUnity Connection. After completing this activity, you will be able to resolvethese troubletickets:
Resolve the issue: Message buttons are not working

Resolve the issue: Messages cannot be left Resolve the issue: MWI is not working Resolve the issue: HQ directory handler is not working Resolve the issue: Alternate number is not recognized
Visual Objective
Lab 2-6: Troubleshooting Cisco

Connection
HQ
PC-* HQ Phono 1 HQ Phone 2
Pod x
BR
Troubleshoot voice messaging

issues for users, user features, call
handers, and MWI.
Required Resources

IP phones
>2010CiscoSystems, Inc.
Lab Guide
Command List
Job Aids These job aidsare available to help you complete the labactivity. Usethe lesson material and the knowledge that is acquired in themodule and previous labs
aboul Cisco Unity Connection.
Note Itis important to workon the troubleshooting tickets in the order in whichthey are presented. In trouble ticket 1, correct the issue withthe Messages button. Do not manipulate any settings, for example, for MWI issues. Ifyou see something that is related to the MWI issue, write it down. This information will help you when you are workingon the MWI trouble ticket.
IP Addresses
Device IP Address
10.X.1.1 10.X.1.3

Device IP Address

User: cucmadmin
Password; cucmpassl
User: cucmadmin
Password: cucmpassl
Trouble Ticket 1: Message Buttons Are Not Working

When pressing the Messages button on 2001, 2002, and 3001, the personal mailbox cannot be
accessed. Correct this issue.
Note
Do not include 3003 in this troubleshooting ticket.
Trouble Ticket Verification
2001. 2002. and 3001 reach their mailbox login when pressing the Messages button.
When you log in and enter the PIN, the correct mailbox should be accessed.
This ticket needs to be resolved before resolving trouble ticket 2.
Trouble Ticket 2: Messages Cannot Be Left

Messages cannot be left for 2001. 2002, 3001, and 3003. Correct this issue.
Note
Start with 2001, followed by 2002, 3001, and 3003.
52
You have completed tins task when you attain these results: Messages can be left for 2001, 2002, 3001, and 3003.
The MWI is not working, but messages can be retrieved. Deletethe messages.
Trouble Ticket 3: MWI Is Not Working

The MWI is not working for 2001, 2002, and 3001. The MWI for 3003 is working. Leave messages for 2001. 2002, 3001, and 3003 to verify the troubleticket. Correctthis issue.
Messages can be left for 2001, 2002, 3001, and 3003. The MWI is turned on.
After deleting the message, the MWI is turned off again.
Trouble Ticket 4: HQ Directory Call Handler Is Not Working

When you dial 2000, the user John Doe cannot be found by dialing the name Doe with 363.
Correct this issue.
When you dial 2000, the user John Doe can be found by entering 363.
Trouble Ticket 5: Alternate Number Is Not Recognized

When calling from the PSTN phone line 1 to Cisco Unity Connection, John Doe is not recognized. Correct this issue.
Calls from PSTN phone line 1 to 12012012500 are recognized by Cisco Unity Connection
as calls from John Doe.
Lab Guide
53
Lab 3-1: Integrating Cisco Unity Express with Cisco Unified Communications Manager Express
Activity Objective
In this activity, you will integrate Cisco Unity Express with Cisco Unified Communications
Manager Express. After completing this activity, youwill be ableto meetthese objectives:

Configure Cisco Unified Communications Manager Express service engine andCisco

Unity Express IP routing
Configure SIP integration on Cisco Unified Communications Manager Express, voice

classes, and the SIP user agent
Configure the CiscoUnity Express voice-mail trigger and the MWI application
Configure the different MWI methods
Verify thai users can reach Cisco Unity Express and troubleshoot possible issues ofthe
voice-mail integration
Visual Objective
The Figure illustrates what you will accomplish in this activity.
;egratint
HQ
PC-x HQ Phone 1 HO Phone 2
Configure SIP integration with

Cisco Unified Communcations
BR
fzm~..
Manager Express and Cisco Unity Express
CUCMI-x
CUP-x
CUC-x
LDAP-x
Required Resources
Cisco Unified Communications Manager Express Cisco Unity Express IP phones
Command List
The table describes the commands that are used in this activity.
Cisco Unified Communications Manager Express CLI Commands

Command
Description
show Interfaces
Displays interface status and configuration Displays interface IP configuration and status Displays information for voice dial peers
Displays Cisco Unified Communications Manager Express
show ip interface
show dial-peer voice show telephony-service
telephony service
show sip-ua
Shows SEP user agent parameters
Cisco Unity Express CLI Commands

Command offline
Description Change Cisco Unity Express to the offline mode for backup and restore procedures. Restore the Cisco Unity Express system to the factory
defaults.
restore factory default
show license
Displays details ofthe licenses installed on the Cisco Unity Express system Displays the currently configured applications Displays the SIP subsystem parameters
show ccn application show ccn subsystem sip
Job Aids
IP Addresses
Device IP Address 10x4.102 10.X.4.3

Cisco Unity Express Usernames and Passwords
Device
Login
User: cucmadmin

Express
Password: cucmpassl
User: cucmadmin
Cisco Unity Express
Password: cucmpassl
Lab Guide
55
Task 1: Configure Cisco Unified Communications Manager

Express Service Engine
Configure the Cisco Unified Communications Manager Express service engine for integration with Cisco Unity Express. Activity Procedure
Complete these steps: Step 1 From the classroom PC, access Cisco Unified Communications Manager Express system using Telnet.
Step 2
View die Cisco Unified Communications Manager Express internal Service Module
interface status. Enter the show interfaces internal-Service-Module 0/0 command.
Verify Uiatthe line protocol is up:

BR-1# show interfaces internal-Service-Module 0/0
Internal- Service-ModuleO/0 is up, line protocol is up
Note
If the interface is shut down, enter interface Internal-Service-ModuleO/O and no shutdown
to activate the module. Go back to Step 2.
Step 3
View die IP interfaces. Enter the show ip interface brief command. Record the interface that is configured with IP address lO.x.4.102. For example, in pod 1, GigabitEthemetO/0.114 is configured with 10.1.4.102.
Enter tlie configure terminal command to go to configuration mode.
Step 4
Step 5 Step 6
Configure the Cisco Unified Coimnunications Manager Express service module for Cisco Unity Express. Enter the interface lnternal-Service-ModuleO/0 command. Use the ip unnumbered command to define unnumbered IP addressing on the
service module. For example, in pod, enter ip unnumbered GigabitEtbernetO/0.yx4.
Step 7
Define the IP address for Cisco Unity Express. Enter tlie service-module ip address
lO.x.4.3 255.255.255.0 command.
Step 8 Step 9
Define the default gateway for Cisco Unity Express. Enter the service-module ip default-gateway lO.x.4.102 command. Exit service module configuration mode. Enter the exit command.
Step 10
Configure an IP route to the service module for the Cisco Unity Express IP address. Enter the ip route lO.x.4.3 255.255.255.255 lnternal-Service-ModuleO/0
command.
Step 11
Exit configuration mode. Enter the end command.
Step 12
Verify that the internal Service Module interface is configured for unnumbered IP addressing. Enter the show interfaces internal-Service-Module 0/0 command:
BR-1# show interfaces internal-Service-Module 0/0 Internal-Service-ModuleO/0 is up,
0014,a924.f900)
line protocol is up
Hardware is PSE_SM, address is 0014.a924.f900 (bia

Interface is unnumbered. Using address of
Gigabit Ethernet 0/0.114
(10.1.4.102)
Step 13
Test IP connectivity of Cisco Unified Communications Manager Express with Cisco Unity Express. Enter the ping lO.x.4.3 command. For example:
ping 10.1.4.3
PING 10.1.4.3
(10.1.4.3)
56(84) bytes of data. icmp_seq=l ttl=255 time=0.389 ms

icmp_seq=2 ttl=255 time=0.288 ms
64 bytes from 10.1.4.3

64 bytes from 10.1.4.3 64 bytes from 10.1.4.3
64 bytes from 10.1.4.3 64 bytes from 10.1.4.3
icmp_seq=3 ttl=255 time=0.438 ms icmp_seq=4 ttl=255 time=0.205 ms
icmp_seq=5 ttl=255 time=0.517 ms
Step 14
Save the Cisco Unified Communications Manager Express configuration with the command copy running-config startup-config.
The internal service module interface is configured for unnumbered IP addressing.

IP connectivity was tested successfully with the ping command.

Express Dial Peer
PrepareCisco UnifiedCommunications ManagerExpress for integration with Cisco Unity Express. Configure CiscoUnifiedCommunications ManagerExpresswith a SIP dial peer to
voice-mail number on Cisco Unity Express. The voice-mail number is 2500.
Activity Procedure
Step 1
Step 2
Step 3
Add a new dial peer in CiscoUnifiedCommunications ManagerExpress configuration mode. Enter the dial-peer voice 2500 voip command.
Add a description to the dial peer. Enter the description voicemail CUE command.
Configure the destination pattern to match the voice-mail number 2500. Enter the destination-pattern 25.. command.
Step 4
Step5
Step 6
Step 7 Step 8
Step 9
Specify Cisco Unity Express as thetarget forthedial peer. Enter the session target
ipv4:10.x.4.3 command.
Specify SIPas the protocol to usefor thevoice-mail dial peer. Enterthe session
protocol sipv2 command.
Definethe dial peer DTMF relay parameters for MWI. Enter the dtmf-relay sipnotify command.
Configure the voice-mail dial peer with the G.711 mu-law codec. Enter the codec
g711 ulaw command.
Disable VAD on the dial peer. Enter the no vad command.

Exit configuration mode. Enter the end command.
Step 10
Verify thevoice-mail dialpeerconfiguration. Enterthe show dial-peervoice 2500

command.
Step 11
Use Cisco IOS Software search features to filter command output when verifying tlie voice-mail dial peer. Forexample, to search command output forall lines
LabGuide
including the string target, enter the show dial-peer voice 2500 | include target
command:
BR-l#show dial-peer voice 2500 | include target

source carrier-id = '',
label = ~ ',
target carrier-id = "', target trunk-group"ipv4:10.1.4.3',
source trunk-group-label = ~',

type = voip, session-target =
Step 12 Step 13
Repeat the previous step. Choose some other command output strings to filter. Try the following filter strings: dtmf, codec, and destination. Save the Cisco Unified Coimnunications Manager Express configuration.
You have completed this task when you attain diese results: Cisco Unified Communications Manager Express is configured with a SIP dial peer to the
voice-mail number 2500 on Cisco Unity Express.
Task 3: Configure Cisco Unified Communications Manager Express to Forward Calls to Voice Mail
Configure the Cisco Unified Conununications Manager Express telephony service and ephonedns to forward calls to voice mail.
Step 1 Step 2
Configure the Cisco Unified Communications Manager Express telephony service. Enter the telephony-service configuration mode command. Specify the telephony service signaling IP address. Enter the ip source-address lO.x.4.102 port 2000 command.

Step 6
Configure the maximum number of ephones allowed. Enter the max-ephones 40

command.
Configure the maximum number of ephone-dns allowed. Enter the max-dn 40

command.
Automatically assign ephone-dns to newly registered ephones. Enter the auto assign
1 to 20 command and the auto-reg-ephone command.
Configure ephone-dns. Enter the ephone-dn 1 dual-line command.
Step 7 Step 8
Specif) the ephone-dn extension number. Enter the number 3001 command. Enter a label for the line (this appears on the IP phone). Enter the label Michael
Black command.
Step 9
Associate a name with the extension number. Enterthe name Michael Black
command.
Note
The name is used to provide the caller IDfor calls originatingfrom the extension. The name also generates local directory informationthat is accessed by using the Directories burton on
the IP phones.
Step 10
Add another ephone-dn with the following information:
Ephone-dn: 2
Number: 3002
2010CiscoSystems, Inc
Step 11
Label: David Grey Name: David Grey
Register the BR phone with Cisco Unified Communications Manager Express. When the BR phone is set up in the BR voice VLAN, change the option 150 in the DHCP configuration on BR1. Enter ip dhcp pool BR-Phones and option 150 ip lO.x.4.102. Restart the BR phone.
When the BR Phone is set up in any other VLAN, for example the HQ VLAN, disable DHCP on the BR Phone (Network Settings) and change the TFTP server address to 10.x4.102.
See step 15.
Note
Step 12 Step 13
When the BR phone registers, it will be assigned the first ephone-dn (3001). Dial 3001 from the BR phone to verify ephone dual line operation and end the call. When you call extension 3001, you should see the following displayed on the BR phone:
To Michael Black (3001)
Step 14 Step 15
From Michael Black (3001)
Register HQ Phone 2 with Cisco Unified Communications Manager Express. On HQ Phone 2, go the network settings. Enter **#, disable DHCP, and change the TFTP server address to lO.x.4.102. Restart the IP phone. When HQ Phone 2 registers, it will be assigned the second ephone-dn (3002).
Verify that calls work between extensions 3001 and 3002. Make calls between the two IP phones in both directions.
Step 16
Step 17
Add additional dual-lineephone-dns for later lab testing with the following
infonnation:
Ephone-dn: 3
Number: 3111
Label: Operator
Name: Operator
Step 18
Step 19
Step 20
Assign the Operator ephone-dn to the second lineon ephone 1. Enter the ephone I
configuration command.
Enter the button 2:3 command.
Enter the reset command.
Step 21
Add anotherdual-lineephone-dn with the following information:
Ephone-dn: 4
Number: 3222
Label: Reception
Name: Reception
Step22
Step 23 Step 24 2010Cisco Systems, Inc.
Assign the Reception ephone-dn to the second lineon ephone 2. Enter the ephone 2
configuration command.
Enter the burton 2:4 command. Enter the reset command. Lab Guide
Step 25
The display on each IP phone should now show two lines. For example, the BR
phone lines are as follows:
Michael Black
Operator
Step 26 Step 27
Press die Messages button on an IP phone. There should be no response. Configure the Cisco Unified Communications Manager Express telephony service. Enter the telephony-service global configuration command.
Step 28
Specify the voice-mail directory number for the IP phone Messages button to
retrieve voice mail. Enter the voicemail 2500 command.
Configure the extensions to forward calls to voice mail. Select the first ephone-dn to be configured. Enter the ephone-dn 1 command. Configure the ephone-dn with CFNA and a 10-second timeout. Enter the callforward noan 2500 timeout 10 command.
Configure the ephone-dn with CFB. Enter the call-forward busy 2500 command.
Step 32
Step 33 Step 34
Repeatthe call forwarding configuration steps for directory number 3002.

Exit configuration mode and save the Cisco Unified Communications Manager Express configuration. When you press the Messages button on an IP phone, a reorder tone is played and the number 2500 is shown in the IP phone display. The reorder tone is played because the integration is not finished.
If Cisco Unity Express answers the call, there might be a pre-existing configuration, which
will be deleted in the next tasks.
Note
The directory number 2500 is shown when you press the Messages button on the IP phone.
Make a call to extension 3001. Do not answer the call. The call will be forwarded to voice
mail after the CFNA 10-second timeout. A reorder tone should be played and "Unknown Number" should be displayed on the IP phone.
Note Ifa pre-existing configuration exists, Cisco Unity Express announces that there is no
mailbox associated with the extension.
Express for the MWI Integration with Cisco Unity Express

Configure Cisco Unified Communications Manager Express for MWI integration with Cisco Unity Express. The MWI "on" directory niunberis 2511 and MWI "off" is 2512.
Activity Procedure
Step 1
Configure Cisco Unified Comniunications Manager for MWI Outcall with ephonedns for MWI on and MWI off.
integrating Cisco Umfied Communications Applications (CAPPS) w8 0
20I0 Cisco Systems, Inc
Step 2
Verify the maximum number of ephone-dns allowed on the Cisco Unified Communications Manager system. Enter the show telephony-service command. Verify that the value for the max-dn parameter is as follows:
max-dn 40
Step 3
Step 4 Step 5
Configure the last two ephone-dns for MWI. Use ephone-dn 39 and ephone-dn 40
for MWI.
Enter the ephone-dn 39 global configuration command. Configure the MWI on directory number 2511. Enter the number 2511....
command.
Step 6
Step 7
Specify this ephone-dn for MWI on operation. Enter the mwi on command.
Enter the ephone-dn 40 global configuration command.
Step 8
Step 9
Note
Configure the MWI on directory number 2512. Enter the number 2512....
command.
Specify this ephone-dn for MWI off operation. Enter the mwi off command.
The MWI numbers must match the Cisco Unity Express configuration later in this lab, but
without the dots.
Exit configuration mode and verify the ephone-dn configuration. Verify the ephone-dn configuration. Enter show telephony-service ephone-dn
command.
Save the Cisco Unified Communications Manager Express configuration.
Cisco Unified Communications Manager Express is configured with ephone-dns assigned

to MWI on and MWI off.
Task 5: Configure Different MWI Methods

Configure Cisco Unified Communications Manager Express for MWI using SIP Notification
Messages. Use MWI SIP Notification for ephone-dn 1 (BR phone). HQ Phone 2 will use the SCCP ephone-dns configured in the previous task (not the MWI SIP Notification).
Step 1 Step 2
Step 3
Step 4
Configure the Cisco Unified Communications Manager Express SIP user agent.
Enter the sip-ua command in the global configuration mode.
Define the voice-mail SIP MWI server. Enter the mwi-server ipv4:10.x.4.3
command.
Subscribe the BR phone ephone-dn extension to receive the MWI from tlie SIPbased MWI server. Enter the ephone-dn 1 command.
Enter the mwi sip command.
Step 5 Step 6
Exit configuration mode and save the CiscoUnifiedCommunications Manager

Express configuration.
Verify the SIP User Agent MWI configuration. Enter the show sip-ua mwi
command and check that the MWI server address matches the IP address of Cisco Unity Express.
Lab Guide
61
BR-l#show sip-ua mwi

MWI type: 2
MWI server: MWI expires:

MWI port:
ipv4 : 10 .x. -3 . 3 3 6 00
type: UDP
5060
MWI transport
MWI
MWI
solicited
server IP address:
Step 7
Verify the ephone-dn configuration. Enter show telephony-service ephone-dn

command.
Cisco Unified Communications Manager Express is configured with an MWI SIP sener. Hie BR phone ephone-dn 1 is configured to subscribe to the MWI SIP server.
Task 6: Configure Cisco Unity Express Voice-Mail Trigger and the MWI Application Parameters
Configure Cisco Unity Express for integration with Cisco Unified Communications Manager Express. Ihe MWI on directory number is 2511 and MWI off 2512. Step 1
In Cisco Unified Commumcations Manager Express, open a session to the service

module. Enter the service-module internal-Service-Module 0/0 session command.
Restore Cisco Unity Express to the factory default configuration. Enter the offline command and confirm when prompted. Enter die Cisco Unity Express restore factory default command and confirm when prompted. Press any key to reload. Start the postinstallation configuration tool. After the reload, the "Do you wish to
stat configuration now (y,n)?" prompt is displayed. Enter y to start configuration and y again when you see the "Are you sure" prompt.
Note The Post Install Auto Configuration script will wait for 120 seconds for input to the prompt. If you wait too long, the Post Install Auto Configuration will start. After the script has finished, repeat the restore factory defaults steps and try again.
Step 5
Enter the following information when prompted (x is your pod number |:

Hostname: Cl'Ex Domain Name: cisco.com
Answer No to using DNS.

NTP sener: lO.x.1.101
Time Zone: Europe, Britain (UK)
Call Agent: Cisco Unified Communications Manager Express (CUCME)

User ID: cucmadmin
Password: cucmpassl
IntegratingCisco Unifed Communicalions Applications(CAPPS) v8.0
2010 Cisco Syslerns, Inc
Step 6
After completing the configuration script, verify the Cisco Unity Express licenses.
Enter the show license all command. Look for the VM1VR-PORT license feature
and check the following:
License Type: Permanent

License State: Active, In Use
License Count: Shows Maximum/In Use values

Step 10
In Cisco Unity Express, configure the directory number that triggers the voice-mail application. Enter the configure terminal command. Specify the SIP trigger. Enter the ccn trigger sip phonenumber 2500 command. Define the application name. Enter the application voicemail command.
Enable voice mail. Enter the enabled command.
Step 11
Step 12
Configure the maximum number of sessions for the voice-mail application. Enter the
maxsessions 4 command.
Enter the end trigger command.
Step 13
Verify the SIP trigger configuration. Exit configuration mode and enter the show ecu trigger sip command. Check that the name is 2500, the type is SIP, and
maximum number of sessions is set to 4.
Step 14
Press the Messages button on an IP phone. The voice-mail number 2500 should be connected. You should hear the voice-mail prompt "Enter your ID, followed by the pound sign." View the default MWI Outcall directory numbers. Enter the show ccn application aa command. Look for the ciscomwiapplication application name. The strMWI_ON_DN and strMWI_OFF DN parameters are set to 8000 and 8001 by
default.
Step 15
Configure the MWI Outcall directory numbers. Enter the ccn application ciscomwiapplication aa configuration mode command. Configure the MWI off number as 2512. Enter the parameter strMWIOFF D\
2512 command.
Configure the MWI on number as 2511. Enter the parameter strMWIONDN

2511 command.
Note
The strMWI_OFF_DN and strMWI_ON_DN parameters must match the Cisco Unified Communications Manager MWIephone-dn configuration, but without the dots. For example, the MWI ephone-dns must be configured with the numbers 2511.... and 2512.... to match the previous configuration.
Step 19
Verify the MWI Outcall directory numbers. Exit configuration mode and enter the show ccn application aa command. Look for the Name ciscomwiapplication:
Name: ciscomwiapplication
Description:
Application type:
Script:
ID number:
ciscomwiapplication
aa
setmwi.aef
3
Enabled:
Maximum number of sessions:
yes
6
Lab Guide
63
Cal1ControlGroupID: strMWI_OFF_DN: strMWI_ON_DN:
0 2 512 2 511
Step 20
Verify the SIP subsystem. Enter the show ccn subsystem sip command and check
the following;
MWI Notification is set to Outcall.
Note
DTMF Relay is set sip-notify, sub-notify.

DTMF will be tested in later labs. For example, when user input is required to access voice
mail.
Step 21
Save the Cisco Unity Express configuration.
You have completed this task when you attain these results: When you press the Messages button on an IP phone, you are connected to the voice-mail
number 2500 and you hear tlie voice-mail prompt "Enter your ID, followed by the pound
sign."
Cisco Unity Express is configured with MWI outcall directory numbers 2511 and 2512.
64
Inlegraling Cisco UmfiedCommunications Applications (CAPPS) v8.0
Lab 3-2: Configuring Cisco Unity Express System Settings

Complete this lab activity to practice what you leamed in the related module.
Activity Objective
In this activity, you will configure CiscoUnityExpress systemsettings.After completing this activity, you will be able to meet these objectives:

Configure the CiscoUnityExpressgeneralsettings for mailboxes

Create public distribution lists on Cisco Unity Express Prepare business hours and holiday schedules for later labs
Visual Objective
Lab 3-2: Configuring Cisco Unit^ Express System Settings

Configure Cisco Unity Express general mail boi settings and public distribution lists. Prepare business and holiday
schedules for later
use.
HQ
PC-* HQ Phone 1 HQ Phone 2
BR
Required Resources
Cisco Unified Communications Manager Express Cisco Unity Express

IP phones
Command List
Job Aids
Thesejob aids are available to help you complete the lab activity.
IP Addresses
Device
IP Address
10.X.4.102
10.x.4-3
Cisco Untfied Communications Manager Express

Device
Login
User: cucmadmin
Password: cucmpassl
User: cucmadmin
Password: cucmpassl
Task 1: Initial Cisco Unity Express System Configuration

Usethe GUI to configure the Cisco UnityExpress generalsettings for mailboxes. Add a
general delivery mailbox for later use.
Activity Procedure
Step 1
From the classroom PC. access the Cisco Unity Express System using Ihe http://I0.x.4.3 URL. Tlie following message is displayed: "System is not initialized. Only Administrator loginsare allowed." Enterthe Cisco Unity Express login
credentials from the "Usernames and Passwords" table.
Step 2
The Cisco Unity Express Initialization Wizard starts for the administraior at tlie first
login. Selectthe View Current Settings option and verify the following:
Language : English (United States)

Voice Mail Number: 2500
SIP MWI Notification Mechanism: Outcall

MWI On Number: 2511 MWI Off Number: 2512
Click Cancel after verifying the current settings. In the lab. you will manually configure Cisco Unity Express features using the GUI. Select the Skip Initialization Wizard and Log Off option. Log in again using the Cisco Unity Express login credentials. This time the
Initialization Wizard does not start.
Configure user password and PIN default settings. Click the Configure menu option and select User Defaults. Configure the following password options:
Auto-generation policy: Blank

History depth: 3
66
Minimum length: 5 Account lockout policy: Temporary
Number of attempts for temporary lock: 3
Temporary lockoutduration(mins): 1
Maximum number of failed attempts: 10
Step 7
Configure the following PIN options:
Auto-generation policy: Random History depth: 1 Minimum length: 5

Account lockout policy: Disable Lockout
Step 8
Click Apply to save the settings.
Step 9
Verify the default mailbox settings. Choose the Voice Mail > VM Defaults menu. Record the following values:
Default Mailbox Settings

VM Default Field
Mailbox size Value
Maximum caller message size
Message expiry time
Step 10
Navigate to Voice Mail >VM Configuration. Verify the following voice-mail

application configuration settings:
Maximum broadcast message size: 300 seconds

Broadcast message expiry time: 30 days
Prompt language: System default

Enable remote user information cache: Yes
Mailbox Selection: Last Redirecting Party
Step 11
Business Hours Schedule for Greetings: systemschedule
Create a new user group and general delivery mailbox. Navigate to Configure > Groups and click Add. Enter the following infonnation:

Group ID: SalesManager Full name: SalesManager Description: SalesManager Group Primary Extension: 2580
Check the box: Create Mailbox
Step 12
Check the box; Broadcast capability
Click Cancel and select SalesManager in the Mailboxes tab, then click Create:
Description: SalesManager mailbox Message Expiry Time: 5 days
LaO Guide
Play Tutorial: No Allow- Login Without PIN: No

Check Enabled Unchecked FAX enabled
Step 13
The new SalesManager group is listed in the Configure > Groupsmenu. Select the Find option to limit the number of groups displayed. Enter the following in the Find
window and click Find:
Group ID: Sale
Step 14
Step 15
Only the SalesManager group is displayed. Click on SalesManager inthe Group ID

field to view the group profile.
Selectthe Mailboxes windowand viewthe mailbox usage(0%). Writedown the

following infonnation:
Total messages
New messages
Saved messages Deleted messages
Broadcast messages
In use: no
Step 16
Click Cancel to close the window.
Step 17
Navigate to Voice Mail> Mailboxes. Tlie listof mailboxes willbe displayed (includes only the SalesManager General Delivery Mailbox). Selectthe SalesManager mailbox and view the settingsin the General window. They are the
same as the settings in the Mailboxes window.
Step 18 Step 19
Click Greetings and view the settings in the Greetings window. Verifythat die
Standard Greeting is enabled.
Viewthe Standard greetingsettings. Click Standard. There is a short delay before

the window is displayed. Verify die following:
Enabled indefinitely is checked. Personal recording is checked.
Step 20
Record a personal greeting. Press the Record button (red circle) in the Media Master
applet and speakthe greeting. For example, "Welcometo the Sales Manager
mailbox." Stop and play back your recording. When finished, click OK.
Note The Media Master applet can be used to play back and record personalized greetings. Media Master applet features include Record, Ray, and Pause buttons as well as Progress
and Volume siiders.
Step 21 Step 22
Step 23
Click Caller Input to view the settings in the Caller Input window. Select Save in
the pop-up window. Then click OK.
Click Caller Input agam to \ ievv the settings in the Caller Input window. Select the Skip Greeting drop-down menu option for key 1 and click Apply.
Save the configuration. Navigate to Administration > Control Panel and click the
Save Configuration button under the Cisco Unity Express heading.

Integrating Cisco Unified Communications Applications (CAPPS) v8 0 2010 Cisco Systens, Inc

Cisco Unity Express user password and PIN defaults settings are configured.
You have verified the voice mail application configuration settings. A Sales user group and mailbox have been created.
Task 2: Configure Public Distribution Lists on Cisco Unity

Express
Create a public distribution list for the Sales on CiscoUnity Express. The public distribution
list will be used in later labs.
Activity Procedure
Step 1
Step 2
Add the new public distribution list. Choose Voice Mail > Distribute Lists >
Public Lists.
Select Add.
Step 3
Enter the following information in the Add a PublicDistribution List window:
Name: Sales
Number 2590
Description: Sales Group
Step 4 Step 5
Step 6 Step 7
Step 8
The new Sales distribution list should be displayed on the Public Distribution List
window, and the Member Count should be zero (0).
Click Sales to view the sales distribution list profile.

Select Owners and verify that the following is displayed: "This public distribution
list has no owners." Owners will be added in later labs.
Select Members and verify that the following is displayed: "This public distribution
list has no members."
Add a distribution list member. Click Add Member.
Step 9 Step 10
In the Find window, check the ID button and enter sale in the text box. Click Find. Select the following entry and click Select row(s):

ID: SalesManager Type: General Del. Mbx

Number: 2580
Step 11 Step 12
The Public List - Sales window is displayed containing the SalesManager Member
ID.
Select Cancel. The Public Lists window is displayed. Verify the following:
Name: Sales Number: 2590
Description: Public Sales List

Member Count: 1
Lab Guide 69
Step 13
Save the configuration,
A publicdistribution list for Sales is createdon Cisco Unity Express.
Task 3: Configure Business Hours and Holiday Schedules

Prepare business hours and holiday schedules on Cisco Unify Express for laterlabs.
Step 1
Step 2
Add a new business hours schedule. Navigate to System > Business Hours settings
and select Add.
Enter the following and select Add:

Name: worktimes
Check New Schedule
Step 3
The new business hours schedule is displayed. Click the time periods for Monday to define the business hours from 9 a.m. (0900) to 4 p.m. (1600). Lab testing is easier
when the business hours changein short intervals, for Monday, select alternate time
periods as Open and Closed as follows: Open: 9 a.m. (0900)
Next period Closed: (09:30 a.m. [0930]) Open: 10 a.m. (1000) Next period Closed: (10:30 a.m. [1030])
And so on up to 4 p.m. (1600)
Step 4
Copy the Monday time periods to all weekdays. At the bottom ofthe window, select
the following:
Copy schedule from: Monday

: All Weekdays Click Copy Schedule
Step 5
Step 6
Configure all Saturday time periodsas Closed and copy to Sunday. Click Apply.
Add a new holiday schedule. Navigate to System > Holiday Settings and select
Add.
Step 7
The Add a New Holiday windowis displayedfor the currentyear. Clickthe

Datepicker calendar icon in the Date field.
Step8
The display shows the current datehighlighted. Specify tomorrow as a holiday. Clickon the date for tomorrowand entertlie following:
Description: Public Holiday
Click Add.
Step 9
Step 10
Add another holiday; choose any date.
Step 11
Copy the current holiday schedule to the next year. Select the Copy All To Next
Year button.
Step 12
Locate the drop-down menu at the top left ofthe Holiday Settings window. Select tlie next year in the drop-down menu. For example, 2011 Holidays (assuming that the current year is 2010). Verify that the two holidays are present in the holiday
schedule for the next year.

Step 16 Step 17
Step 18
Check the box to the left ofthe last holiday and click Delete. Nowthere is only one holiday present in the holiday schedule for the next year. Select the current year in the drop-down menu and verify that the two holidays are still configured. Add a Fixed Holiday. Select Fixed Holidays in the top left drop-down menu and
add New Years Day (January 1).
View the current year holiday schedule. Select the current year in the drop-down menu and verify that three holidays are configured (one fixed). Select the next year in the drop-down menu and verify that two holidays are
configured (one fixed). View all holiday schedules. Select All Holidays in the drop-down menu and verify holidays for the previous, current, and next years.
Step 19
Save the configuration. Navigate to AdministratioD > Control Panel and click the Save Configuration burton under the Cisco Unity Express heading.
A business hours schedule is configured on Cisco Unity Express.
The holiday schedule is configured with dates for this year and next year.
' 2010 Cisco Systems, Inc.
Lab Guide
Lab 3-3: Configuring Cisco Unity Express Users

Activity Objective
In this activity, you will configure Cisco Unity Express user voice-mail options. After
completing this activity, you will be able to meet these objectives: Configure Cisco Unity Express subscribers and mailboxes
Modify the classof serviceand assignaccessrights to the subscribers

Configure message notification and restriction Configure VoiceView Express
Configure IMAP messaging
Visual Objective
Configure
subscribers and
mailboxes on Cisco
Unity Express.
Assign privileges to
subscribers
Configure message
notification. VoiceView, and
IMAP.
Required Resources


IP phones
Command List
Job Aids
IP Addresses
Device
IP Address
10.X.4.102 10x4.3

Device
Login
User: cucmadmin

Express
Password: cucmpassl
User: cucmadmin
Cisco Unity Express
Password: cucmpassl
Task 1: Configure Cisco Unity Express Subscribers and

Mailboxes
Use the GUI to configure Cisco Unity Express subscribers and mailboxes. Add and modify new users mblack and dgrey. Create individual mailboxes for each user. Verify voice mail and MWI notification operation.
Activity Procedure
Step 1
From the classroom PC, access the Cisco Unity Express system using the http ://l0.x.4.3 URL. Enter the Cisco Unity Express login credentials from the
"Usernames and Passwords" table.
Step 2
Add the following user. Navigate to the Configure > Users menu and click Add:
User ID: mblack First Name: Michael Last Name: Black
Primary Extension: Check Other. Enter 3001 in the Other field.
Password options: Password specified below

Password: c
PIN options: PIN specified below

PIN: 1
Step 3
An error message is displayed indicating the minimum and maximum password and PIN lengths. Change the following and select Add:
Password: cisco
Lab Guide
73
PrN:12345
Step 4
Go to the Mailboxes window ofthe user mblack and click Create: Description: mblack mailbox
Mailbox Size: 5040 seconds
Maximum Caller Message Size: 240 seconds Message Expiry Time: 30 days
Play Tutorial: Yes
Allow Login Without PIN: No

Check Enabled
Check FAX enabled
Step 5
Add another user with the following settings: User ID: dgrey
First Name: David
Last Name: Grey Primary Extension: Check Other. Enter 3002 in tlie Other field
Password options: Password specified below

Password: cisco
PIN options: PIN specified below

PIN:12345 Check the box: Create Mailbox
Step 6
Verify that individual mailboxes have been created for the new users. Navigate to
Voice Mail > Mailboxes and select mblack from the Mailbox Owner list. View the
settings in the General window. Write down the following infonnation: Total messages
New messages
Saved messages
Deleted messages Broadcast messages
Mailbox Usage Step 7 View the individual mailbox settings in the Greetings and Caller Input windows. fhese are the same as the General Delivery' Mailbox settings in an earlier lab. Select
Cancel when finished.
Step 8
Configure the Cisco Unity Express MWI settings. Navigate to Voice Mail > Message Waiting Indicators > Settings. Verify that the following are checked and
Apply:
Subscribe - Notify'
Outcalling
J2010 Cisco Systens, Inc
Step 9
Verify the following under Subscribe - Notify: Currently active subscriptions: 1

Ifthe Currently active subscriptions field is 0, you can speed up the process by performing
the following: In Cisco Unified Communications Manager Express configuration mode,
Tip
configure ephone-dn 1 with no mwi sip and mwi sip to force the SIP subscription Then view the Cisco Unity Express MWI settings again.
Step 10
Step 11
Press the Messages button on the BR phone. The prompt "Enter your password followed by the pound sign" is played.
Enter the PIN as the password:
123458
Note
The PIN is used as the password for the TUI. The password is used as the password when
accessing from a PC via the GUI.
Step 12 Step 13
Step 14
Listen to the tutorial. Record a new Recorded Name. Press 1 and follow the prompts. Select the default greeting when prompted.
When prompted, set a new password as follows:
23456
At the end ofthe tutorial, the user hears the normal voice-mail prompt "Hello, you have no new messages ..." Repeat on HQ Phone 2. Press the Messages button and follow the tutorial prompts. Set a new password as shown previously. On HQ Phone 2, make a call to extension 3001 (BR phone). Do not answer the call.
The call will be forwarded to voice mail after the CFNA 10-second timeout. Listen
to the voice-mail prompt, leave a message, and hang up. Step 18

Note
Verify that the BR phone MWI light is on.

The BR Phone ephone-dn is configured to use SIP-based MWIserver notifications
Step 19
Listen to voice-mail messages on the BR phone. Press the Messages button and
follow the prompts:
Password: 23456#
Press 1 to play new messages.
Step 20
Press 3 to delete the message.
Verify that the BR phone MWI light is now off.
Step 21
Step 22
Note
Repeat from the BR phone. Make a call to extension 3002 (HQ Phone 2).
Verify that the HQ Phone 2 MWI light is on.
The HQ Phone 2 ephone-dn is configured to use the SCCP MWIOutcall notifications.
Step23
Listen to thevoice-mail messages on HQPhone 2. Delete the message when done.

Verify that MWI light is now off.
Lab Guide
Step 24
Verify that the SIP and Outcall MWI notifications are working. Log in to Cisco Unified Communications Manager Express with Enable privileges. Turn on SIP
debugging between Cisco Unity Express and Cisco Unified Communications Manager Express. Enter the following commands:
terminal monitor
Note
debug ccsip messages

Keep the Cisco Unified Communications Manager Express window available for viewing
debug output during the next steps.
Step 25
Refresh the IP phone MWI using tlie Cisco Unity Express GUI. The Refresh option will send an MWI notification for the current MWI state from Cisco Unity Express
to Cisco Unified Communications Manager Express using the notification configured on the ephone-dn. Navigate to Voice Mail > Message Waiting Indicators > Refresh. Choose the following mailbox owner and click Refresh
Selected: mblack
Step 26
View the Cisco Unified Communications Manager Express debug output for the
MWI refresh. User mblack is associated with extension 3001, which uses the SIP MWI notification. Look for a SIP Notify message like Ihe following with 3001 in
the To field (MWI is set to off in Ihe example):

Received:
NOTIFY sip:3001^10.1.4.102:5060 SIP/2.0

Via: SIP/2.0/UDP
70
1C.1.4.3:5 060;branch=z9hG4bKv9KUTU0WPmWcB8C9PLBEwQ~~78
Max-Forwards:
To: <sip:3 001@10.1.4.102>;tag=9C2 86D8-12CB From: <sip:3001L10.1.4 .3>;tag=287c6841-1100

Call-ID: A5 3 9FAD4-52BB11DF-8 3FC9ADA-CA0BDADE^10.1.4.102
CSeq; 3 NOTIFY Content-Length:
108
Contact:
Event:
sip:3001il0.1.4.3
refer message-summary
message-summary
Allow-Events Allow-Events Allow-Events
telephone-event
Subscription-State: active Content-Type: application/simple-message-summary
Messages-Waiting: no Message-Account : sip:3001(31Q.1.4.3 Voice-Message: 0/2 (0/01 Fax-Message: 0/0 (0/0
Step 27
Verify the MWI Outcall. Navigate to Voice Mail > Message Waiting Indicators > Refresh. Select the following mailbox owner and click Refresh Selected:
dgrey
Step 28
View the Cisco Unified Communications Manager Express debug output for the MWI refresh. User dgrey is associated with extension 3002, which uses the MWI Outcall notification. Look for a SIP message like the following with 25123002
(MWI off) or 25113002 (MWI on) in the To field:
Received:
INVITE sip:25123002;a0.1.4.102:5 060;transport=udp SIP/2.0

Via: SIP/2.0/UDP
IntegratingCisco Unifed Communicalions Applications(CAPPS) v8 0
10 .1 .4.3 :5060;branch=z9hG4bKv9KUTUOWPmWcB8C9PLBEwQ--~76
Max-Forwards: 70
To: <sip:25123002810.1.4.102:5060> From: <sip:2557310.1.4.3>;tag=dsab4 0828e

Call-ID: 12725392650514210.1.4. 3
CSeq:
100 INVITE
Content-Length: 12 3
Contact: <sip:2 55710.1.4.3:5060;transport=udp>
Content-Type: application/sdp Call-Info: <sip:10.1.4.3:5060>;method="NOTIFY;Event =telephone event,-Durations0 00"
Allow-Events: telephone-event
Allow: NOTIFY, INVITE, INFO
4 9403 81B-0128-1000-6B1C-70 0 9DD4 858 58
BYE,
CANCEL,
ACK,
UPDATE,
REFER,
SUBSCRIBE,
Cisco-Gcid:
v=0
o=CUE 4208677
IN IP4
10.1.4.3
s=SIP Call
c = IN
t =0 0
IP4
10.1 .4.3
m=audio 32839 RTP/AVP 0
a=rtpraap:0 PCMU/8000
Tip
For testing purposes, try dialing the following numbers from HQ Phone 2: 25123002 (MWI off) and 25113002 (MWI on).
Step 29
Turn off all debugging. In Cisco Unified Communications Manager Express Enable
mode, enter the following command:
no debug all
Step 30
Save the configuration in Cisco Unity Express.
Cisco Unity Express is configured with subscribers and mailboxes.

Voice-mail messages can be left for calls to extensions 3001 and 3002.
Subscribers Michael Black and David Grey can play their voice-mail messages. MWI SIP notification is working for the BR phone. MWI Outcall notification is working for HQ Phone 2.
Task 2: Add Subscribers to General Delivery Mailboxes and Public Distribution Lists on Cisco Unity Express
Add subscribers to the existing Sales General Delivery Mailbox and public distribution list on
Activity Procedure
Step 1
Step 2
Add subscribers to the SalesManager General Delivery Mailbox. Navigateto the

Configure > Croups window.
Select the SalesManager Group ID.
) 20t0 Cisco Systems, Inc
l_at,Guide
Step 3
Select Owners/Members.
Step 4
Add an owner to the General Delivery Mailbox. Select Subscribe owner.
Step 5
Enter the following and select Find:

User/Group ID: black
Step 6
Select the following user and click Select row(s): User/Group ID: mblack
Step 7
Verify that the following is displayed for user mblack on the next window:
Rights: owner
Step 8
Step 9 Step 10
Add members to the General Delivery Mailbox. Select Subscribe member.

Select Find. Select the following user and click Select row(s): User/Group ID; mblack
User/Group ID: dgrey
Step 11
Verify that these three entries are displayed on the next window and click Cancel:
User/Group ID: mblack; Rights: owner
Step 12
User/Group ID: mblack; Rights: member

User/Group ID: dgrey; Rights: member
Send a message to the SalesManager General Delivery Mailbox. Press the Messages button on die BR phone and log in. Press 2 to send a message. Press ## to switch from spelling to destination number entry. Enter the General Delivery Mailbox extension 2580# Follow the prompts to record and send the message, then exit voice mail.
Step 13
Step 14 Step 15
View the SalesManager General Delivery Mailbox statistics in the Cisco Unity
Express GUI. Navigate to the Configure > Groups window.
Select the SalesManager group ID. Select Mailboxes.
Step 16
Write down the following information and cancel the window:

Total messages New messages Saved messages Deleted messages
Broadcast messages
Step 17
Log in as Michael Black and play the SalesManager General Delivery Mailbox messages. Press the Messages button on the BR phone:
Press 9 for General Delivery Mailboxes.
78
Press I for General Delheiy Mailbox 2580.

Press 1 to play new messages.
Inlegraling Cisco Unified Communications Applications(CAPPS) vS.O
Follow theprompts. Delete themessage and exitvoice mail.
Step 18
View the SalesManager General Delivery Mailbox statistics inthe Cisco Unity Express GUI. Navigate tothe Configure >Groups >Mailboxes window. Verify
that the following fields have changed:
Total messages
New messages
Step 19 Step 20
Step 21 Step 22
Add subscribers to theSales public distribution list. Choose Voice Mail >
Distribute Lists > Public Lists.
Select Sales from thelist. The Sales distribution listprofile is displayed.

Add an owner to tlie list. Select Owners. Select Add Owner.
Step 23
Enter the following and select Find:

Step 24
Step 25
Step 26
Selectthe following user and click Select row(s):

Add members to the list. Select Members.

Select Add Member.
Step 27
Step 28
Check the Number button, enter30 in theNumber text field, andselect Find.
Select the following user and click Select row(s):
ID: mblack
ID: dgrey
Step 29
From HQ Phone2, send a messageto the Salespublicdistribution list number 2590. Use the procedure that is outlinedpreviouslyto send the messageto destination
number 2590.
Step 30
Step 31 Step 32
Verify that the MWI is on for both the BR phone and HQ Phone 2.
Retrieve and delete the voice-mail message on the BR phone. Verify that the BR phone MWI is off.
Step 33 Step 34
Step 35
Retrieve and delete the voice-mail message on HQ Phone 2. Verify that the HQ Phone 2 MWI is off.
Save the Cisco Unity Express configuration.
A public distribution list for Sales is createdon CiscoUnity Express.
Lab Guide
Task 3: Modify Class of Service and Assign Access Rights to

the Subscribers
Configure class ofservice and assign access rights to the subscribers on Cisco Unity Express.
Add a new privilege level for managers and assign it to subscribers.
Step1
from ihe classroom PC, access theCisco Unity Express system administrator GUI
using the http://10.x.4.3 URL.
Step 2
Step 3
Create a new privilege level. Navigate tothe Configure >Privileges window and
select Add.
Enter Managers in the Name field and enter Manager Privilege in the Description field. Check the following boxes and Add the change:
broadcast.local
report.hislorical.manage
reporl.historical.view
user.configuration
user.mailbox user.notification
user.password user.pin user, supervisor
Step 4
Assign the Managers privilege to a group. Any member ofthe group is granted the
privilegerights. Navigate to the Configure > Groups windowand select the
SalesManager group.
Step5
Step 6
Inthe Group Profile - SalesManager window, check the Managers capability.

Select Apply and Cuncel.
Step 7
Log out ofthe Cisco Unity Express GUI (top right comer).
Step8
Login again to the Cisco Unity Express administrator GUI using theuserlogin
credentials configured in this lab:

URL: http://10.1.4.3/
User Name: mblack Password: cisco
Note
Ifdifferent credentials wereconfigured inthe previous tasks, the user login password can be
changed by the administrator using the Configure > Users window.
Step 9
The user mblackis a memberofthe SalesManager group.The Cisco Unity Express GUI home menu displays the menu options for the user. Verify that only the
following menu options are available:
Configure
Voice Mail Administration
Step 10
Select eachmenuoption andlookat themenuchoice available. The list is much

smaller than when you were logged in as the Cisco Unity Express system administrator. For example, now the Configure menu has the following choices:
Users
Groups
Supervisors
Step 11
Change a userpassword. Navigate to the Configure > Users window andselect the
following:
User ID: dgrey
Step 12
Change the following items and select Apply.

Password: testl23 Confirm Password: testl23
Step 13
Step 14
Step 15 Step 16
Change theprivileges associated withthe Managers. Logout andlog in again using

the system administrator login credentials.
Navigateto the Configure > Privileges windowand select Managers.

Uncheck the following box and select Apply
user.password
Log out and log in again using the user login credentials:
User Name: mblack
Password: cisco
Step 17
Try to change a user password. Navigate to the Configure > Users window and
select the following: User ID: dgrey
Step 18
Notice that the Password field is not displayed. Select Cancel and Logout.
A new privilege level has been added for managers. The Managers privilege level is assigned to Cisco Unity Express subscribers.
Task 4: Configure Message Notification and Restrictions

Configure message notification and restrictions.
Step 1 Step 2
Step 3 Step 4
From the classroom PC, access the Cisco Unity Express System administrator GUI using the http://10.x.4.3 URL. Configure a restriction table for message notifications. Navigate to the System >
Restriction Tables window and select Add.
Enter LongDistance in the Restriction Table Name field and select Add. Configure the following:
Minimum Digits Allowed: 4
Maximum Digits Allowed: 10

Lab Guide I
Step 5
Configure call patterns inthe following sequence and select Apply:

9011* not allowed 91408* not allowed

* allowed
Step 6
Step7
Configure Cisco Unity Express system-level message notification settmgs. Navigate

to the Voice Mail > Message Notification > Notification Administration window.
Configure thefollowing message notification settings andselect Apply:

Check the Enable system-wide notification for button.
Select All Messages in theEnable System-Wide Notification For drop-down

menu.
Check Enable Cascading Notifications.
If phone is not aiswered, hang up after: 12 seconds

Restriction Table Name: LongDistance
Step8
Step 9
Enable notifications for a subscriber. Navigate to the Voice Mail> Message

otification > Subscriber Notification Management window.
Check the button bes ide user mblack and select Knable Notification. Enabled
should be displayed in the Notification Status field.
Step 10
Click user mblack aid then click Home Phone. Enterthe following:
Check the Enab le Notification to This Device check box.

Phone Niunber: 3222
Notification Preference: .411 Messages
Step 11
Notification Schedule: Use the Quick Add to add 9 a.m. (0900) to 10 p.m.
(2200). Monday to Friday
Select Profile and Save.
Step 12
Click OK then Back To List.
Step 13 Step 14
From HQ Phone 2. dial Michael Black on the BR phone extension number 3001. Record a voice-mail message and hang up. The Cisco Unity Express voice-mail notification will call the Reception line on HQ Phone 2. Answer the call and listen to
tlie notification for Michael Black.
Step 15
From the classroom ?C, access the Cisco Unity Express System User GUI using the user login credentials configured in this lab:
URL: http://10.JL.4.3/user
User Name: mblack
Password: cisco
Step 16 Step 17
Configure notifications using the User GUI. Select Notification Devices. Select Home Phone in the Device Type field, configure the following, and Apply:
Notification Preference: Urgent Messages
Step 18
Click Back To List.
Step 19
The Home Phone should be the onlynotification device enabled (for Urgent
Messages only).
Step 20
From HQ Phone 2, dial Michael Black on theBRphone extension number 3001.

Record a voice-mail message and hang up. The Cisco Unity Express voice-mail
notification device will not call HQ Phone 2.
Step 21
From HQ Phone 2, dial extension number 3001.
Recorda voice-mail message and press the pound sign(#) for moreoptions.
Press 2 to send the message with urgent priority.
Step 22
Step23
Step 24
TheCisco Unity Express voice-mail notification device will callHQ Phone 2.

Press the Messages button on the BRphoneandlisten to the prompt. Play anddelete
all messages. Save the configuration.
Message notification is configured for user mblack.

A restriction table is configured for message notifications.
Task 5: Configure VoiceView Express on Cisco Unity Express

Configure VoiceView Express on Cisco Unity Express and access the VoiceView Express
service from an IP phone.
Step t
Configure the CiscoUnifiedCommunications ManagerExpress authentication server URL to point to the CiscoUnity Express authentication server. Log in to Cisco Unified Communications Manager Express and enter the telephony-service
configuration mode command. Enter the command: url authentication htrp://10.x.4.3/voiceview/authentication/authenticate.do
Step 2

Step 6
Enable the VoiceView Express service on IP phones. Enter the url services http://10.x.4J/voiceview/common/login.do command. Restart the IP phones. Enter the restart all command or press the Settings button on the phone end enter **#**. Exit configuration mode and save the Cisco Unified Communications Manager
Express configuration.
From the classroom PC, access the Cisco Unity Express System administrator GUI
Step 7
Configure Cisco Unity Express VoiceView Express settings. Navigate to the Voice Mail > VoiceView Express > Service Configuration window. Configure the
following and select Apply:
Check the box: Enable VoiceView Express

Session Idle Timeout: 10 minutes
Step 8
Verify VoiceView Express operation. Cm the BR phone (3001), press the Services button. Select CME Service URL and enter the following:
Lab Guide
8;
Mailbox ID: 3001

PIN:23456
Step 9
Verify that the following VoiceView Express menu options are displayed:
Inbox
Send Message
My Options
General Delivery Mailboxes
Administer Broadcast msgs
Step 10
From HQ Phone 2, callextension 3001 andleave a fewmessages. Usethe VoiceView Express Inbox menu option to display message infonnation andlisten to
messages.
Step 11 Step 12
Use the VoiceView Express Send Message menuoption to record andsenda

message to extension 3002.
Explore the followiig VoiceView Express My Options menu options:

Greetings Message Settings Personal Settings
View the General Delivery Mailboxes VoiceView Express menu options:

The SalesManager General Delivery Mailbox 2580 is accessible.
Explore the VoiceView Express Administer Broadcast msgs menu option.

Send a broadcas: message to a local location.
ViewCisco Unity Express VoiceView Express sessions. While the BRphone is

logged in to VoiceView Express, navigate to the Voice Mail > VoiceView >
Sessions window.
Step 16
Check the boxes for all sessions and select Terminate.
Step 17
Step 18 Step 19
On the BR phone, access the VoiceView Express service again.

Select I -ogout and E sit (twice). Save the configuration.
The BR phone can access VoiceView Express on Cisco Unity Express.
Task 6: Configure IMAP Messaging on Cisco Unity Express

Configure IMAP messaging on Cisco Unity Express.
Step 1 From the classroom PC. access the Cisco Unity Express System Administrator GUI
Step 2
Configure Cisco Unity Express systemwide Integrated Messaging server settings.

Navigate to the Voice Mail > Integrated Messaging window.
Integrating Cisco UnifiedCommunicalions Applications (CAPPS) v8 0
Step 3
Configure the following and select Apply:
Check the box: Enable Integrated Messaging

Session Idle Timeout: 30 minutes
Maximum Sessions Allowed: 20
Security Mode: None
Step4
Step 5
Enable IMAP privileges for mailboxes. Navigate to the Configure > Groups
window and select SalesManager.
Check the following check box and select Apply:

vm-imap
Step 6
Open a Remote DesktopConnection to the lab PC.
Step7
StartMicrosoft Outlook Express. Goto Start> All Programs > Outlook Express. Follow the wizard to configure an IMAPemailaccount for Michael Black.
Configure the following:
Check this box: Connect to the Internet
Check this box: Connect using a broadband connect that is always on

Display Name: Michael Black Email address: mblack@cisco.com
My Incoming server is a: IMAP Incoming mail server: lO.x.4.3 Outgoing mail server: lO.x.4.3
Account name: mblack
Password: cisco
Uncheck this box: Secure Password Authentication
Step 8
From HQ Phone 2, call extension 3001 and leave a message.
Step 9
Step 10
On the lab PC, selectthe lO.x.4.3 folder in the OutlookExpress email accountfor
Michael Black.
Click the IMAP folders button and click OK.
Step 11
Step 12
Click the Synchronize Account button to download new messages.

Check the Inbox below the lO.x.4.3 folder for new messages.
Step 13
Select any unread messages. Verify that the voice-mail message is attached to the
emails.
After opening all messages, verify that the MWI light goes off on the BR phone. Leave more voice-mail messages for extension 3001. Click the Synchronize
Account button to download new messages.
Display the IMAP sessions on Cisco Unity Express. Navigate to the Voice Mail >
sessions window.
Verify the following sessions:

User ID: mblack
Lab Guide
Tip
ifnosessions are currently active, click theOutlook Express IMAP Synchronize Account
button to initiate a new session.
Step 18
Save (he configuration.
Activity Verification You have completed tins task when you attain these results:
Cisco Unity Express is configured for IMAP messaging.
A Cisco Unity Express subscriber can retrieve messages using the Outlook Express IMAP
client.
Integrating Cisco Unif ed Communicalions Applications (CAPPS) v8.0
Lab 3-4: Implementing Cisco Unity Express Auto

Attendant
Activity Objective
In this activity, you will configure the CiscoUnity Express Auto-Attendant application. After completing this activity, you will be able to meet these objectives:
Configure the CiscoUnity Express Auto Attendantto answercalls

Modify the auto-attendant script so that it uses the previously configured business hours and holiday schedules
Visual Objective
Lab 3-4; Implementing Cisco Unif Express AutoAttendant

Configure Cisco Unity Express
AutoAttendant to answer calls.
HQ
Mtxffy the auto-attendant script to use business and holiday schedules. Modify the script with
BR
basic call-handling steps.
Required Resources


Cisco Unity Express IP phones
Lab Guide
87
Command List
Job Aids Thesejob aids are available to lelp you complete the lab activity.
IP Addresses
Device IP Address
10.X.4.102 10.X.4.3

Device
Login
User: cucmadmin

Express Cisco Unity Express
Password: cucmpassl
User: cucmadmin
Password, cucmpassl
Task 1: Configure the Cisco Unity Express Auto Attendant to

Answer Calls
Configure the Cisco Unity Express Auto Attendant to answer calls. The auto-attendant number
is 2555.
Activity Procedure
Step 1 Step 2
From the classroom PC, accessthe Cisco UnityExpress system usingthe

http://10.x.4.3 URL
Checkthe defaultCisco Unity Express scripts and prompts. Navigate to System >
Prompts and verify that the following prompts arc present:
A A Welcome, we v
AAHolidayPronipi.wav
AASPIayExtensions.wav
AABusinessClosed.wav
AABusinessOpen.wav
Step 3
Navigate to System > Scripts and click the Show System Scripts button and verify'
that the following scripts arc present:
aa.aef
88
aasimplel.aef checkaltgreet.ac:' msgnotify.aef

promptmgmt.aef
setmwi.aef
voicebrowser.aef
xfermailbox.aef
Step 4
Step 5
Define the auto-attendant call-in number. Navigate tothe System > Call-in
Numbers window and click Add.
Configure thenewauto-attendant call-in number, enter the following informalion.

and click Add:
Application: autoattendant
Call-in number: 2555 Maximum Sessions: 6 Enabled: Yes
Language: System Default
Step 6
Configure die auto-attendant script parameters. Navigateto the Voice Mail > Auto
Attendant window.
Step7
Select autoattendant in theName column. Configure the following auto-attendant

script parameters and click Apply (then click OK):
Call-in Number: 2555
Script: aa.aef
Maximum Sessions: 6 Enabled button is checked
allowExternalTransfers: True
business Schedule: systemschedule

dialByExtnAnytime: True
dialByExtnAnytimelnputLength: 4 dialByFirstName: False

disconnectAfterMenu: False

Note
Holiday Prompt: AAHolidayPrompt.wav

MaxRetry: 3 operExtn: 3111 Welcome Prompt: AAWelcome.wav
The operExtn number is dialed when an auto-attendant caller presses 0 for the operator.
Step 8
Dial the auto-attendant niunber 2555 from HQ Phone 2 (David Grey, extension 3002). The auto-attendant script should play the welcome prompt "Welcome to the
automated attendant ..."
Step 9
Step 10
Listen to the prompt. Select the menu option 0 for the operator and verify that the
extension 3111 is called. Answer the call and hang up.
Call the auto-attendant number 2555 again from HQ Phone 2. Explore the menu options. Make a call to Michael Black by entering the name of the person.
Lab Guide I
Step 11
Select auto-attendant option 2(button 2) and follow the prompts. Press tlie IP phone
buttonsto spell the name Black and wait. Listento the auto-attendant and answerthe
call, then hang up:
To spell Black, press 25225.
Note
The auto-attendant will prompt for Last Name that isfollowed by First Name. The complete
name is not required to find a match. If multiplematches are found, the auto-attendant will prompt for the caller lo select the required person from the matched list.
Step 12
Repeat the previous step, but match only on the first two letters ofthe name Black:
Press 25 and wait.
Step 13
Repeat the previous step, but match only on the first letter ofthe name Black.
Multiple matches should be found: Black and cucmadmin:
Press 2 and wait.
Step 14
Step 15
Select the cucmadmin option; the auto-attendant plays this message: "You have
enteredan invalid phonenumber ..." Hang up.
Place a call to Michael Black by entering the extension number. Call the auto
attendant again. Enter the number 3001. Answer the call,and then hang up.
Sa\e the configuration.
Cisco Unity Express is configured to answer calls to directory number 2555 using the auto
attendant.
The auto-attendant script plays the welcome prompt and the operator can be reached.
Thecaller can use the auto-attendant prompt to a reachdestination by extension number or

by spelling the name ofthe person.
Task 2: Configure the Auto-Attendant Script to Use Business

Hours and Holiday Schedules
Modify the aulo-attendant scripl so that it uses the previously configured business hours and
holiday schedules.
Activity Procedure
Complete these steps: Step 1 Select the autoattendant script in the Voice Mail > Auto Attendant window.
Step 2
Modify the following items using the drop-down menu and click Apply:
businessSchedule: worktimes

Note
busClosedPrompt: AABusinessClosed busOpenPrompt: AABusinessOpen

The worktimes business schedule is configured with alternate time periods as Open and Closed for business hours from 9 am. (0900) to 4 p.m. (1600). The time periods are 30
minutes in duration.
90
Integrating Cisco UmfiedCommunications Applications (CAPPS) v8 0
Step 3
Dial the auto-attendant number 2555 from the BRphone. The auto-attendant script plays a different prompt depending on thetime. Note which prompt is played:
busClosedPrompt: "Welcome to the automated attendant. We arecurrently
closed..."
Step 4
busOpenPrompt: "Welcome to the automated attendant. If youknow ..."
Verify the auto-attendant operation fortheOpen and Closed business hours. Use the
currentauto-attendant promptto call by extensionnumberor by spellingthe name of the person as performed in the previous task.
Step5
TheOpen andClosed business hours willchange every30 minutes. Be sure to verify that both the Open and Closedbusinesspromptsare working.
To speed up testing, you may modify the worktimes business scheduleforthe current time period. Look on the IP phonedisplay forthe currenttimeand togglethe current timeperiod
between Open and Closed. Remember to click Apply for the changes to take effect.
Tip
Step 6
Step 7
Modify the holidayschedule to includetoday as a holiday.Navigateto the System >

Holiday Settings window.
Verify the auto-attendant operation. Make calls to the auto-attendant.
Step 8
The holidaypromptis played:"Welcometo the automated attendant. We are

closed today ..."
Save the configuration.
You have completed this task when you attain these results: Tlie auto-attendant script uses business hours schedules with different prompts for Open
and Closed business hours.
Tlie auto-attendant script plays the holiday prompt during configured holidays.
Task 3: Modify an Auto-Attendant Script Using the GUI Express

Editor
Create an auto-attendant script using the GUI Express Editor. Configure a new script with the following user input actions: 0 for operator; 1 Dial-by-extension; 2 Dial-by-name; 3 submenu.
The auto-altendant number is 2556.
Step 1
Create a new auto-attendant script. Navigate to the System > Scripts window and select the New button. Configure the following:
Click the Allow Dial-by-extension at any time during the main menu button.
Click the Allow External transfers button.
Extension Length: 4
Step 2
Verify the following settings in the Call Flow section:
Uncheck the Play alternate (emergency) greeting, if active check box

Welcome Prompt: AAWelcomcwav
Holiday Prompt: AAHoliday.wav

business Schedule: worktimes
Lab Guide
91
Business closedPrompt: AABusinessClosed Business s open Prompt: AABusinessOpen
Step3
Step 4
Select the following in the Main Menu Prompt drop-down menu:

A AWelconie.w av
Selectthe following in the Good Bye Prompt drop-down menu:

System Prompl - Good bye
Step 5
Add an action for user input sothatthe call will betransferred to thereception
extension when the user presses 0. Click the Add Action button. Select the following and click OK:
Key: 0
Action: Transfer to Extension
Step 6
The Press 0 action appears below the MainMenu Prompt in the Call Flow section of
the script. Enter the 3222 in the Transfer to field.
Step 7
Add anaction for user input sothat the caller can dial-by-extension when pressing
the 1 key. Click the \dd Action button. Select the following andclick OK:
Key: 1
Action: Dial-by-extension
Step 8
Add an action for userinput so thatthe callercan dial-by-name when pressing the2 key. Click the Add Action button. Selectthe following and clickOK:
Key: 2
Action: Dial-by-name
Step 9
Verify that the searcli style is Last-First Name.
Step 10
Create a new submenu for usersthat can be accessed when the userpresses the 3 key. Click the Add Action button. Select the following and click OK:
Key: 3
Action: Sub-Menu
Step 11
Select the following in the Sub-Menu Prompt drop-down menu:

AABusinessOpen.wav
Step 12
In the submenu, add an action for user input so that the call will be transferred to the operator when the user presses 0. Click die Add Action button below the Sub-Menu
Prompt. Select the following and click OK:
Key; 0
Action: Transfer to Extension
Step 13
Step 14
The Press 0 action appears below the Sub-Menu Prompt. Enter 3222 in the Transfer
To field.
Add an action to play a prompt for users who press the 1 key. Click die Add Action
button. Select the following and click OK: Key: I
Action: Play Prompt
Step 15
Select tlie following in the Play Prompt drop-down menu: AASPlayExtensions.wav
Step 16
Select the following in the Then drop-down menu:

Disconnect Call
Step 17
Add the Transfer to Mailbox action for users who press the 2 key. Click the Add
Action button. Select the following and click OK:
Key: 2
Action: Transfer to mailbox number
Step 18 Step 19
Enter the 2580 in the Transfer to Mailbox Number field.
Save the script with the following filename:

guiscript
Step 20
Create a new aulo-attendant for calls to directory number 2556. Navigate to the Voice Mail > Auto Attendant window and select the Add button. Configure the
following and click Add:
Application Name: aagui

Call-in Number: 2556
Step 21
Script guiscript.aef
Language: System Default
Maximum Sessions: 2 Enabled button is checked
Verifythe auto-attendant operationby callingthe directorynumber 2556. You

should hear "Welcome to the automated attendant."
Note
The GUI script is configured to use the AAWelcome.wav prompt file.This is all that you will hear when you call the new auto-attendant GUI auto-attendant number 2556. You will not hear a prompt describing the caller input actions. In a live system you must record the required prompts for your auto-attendant inputactions. For example, create the promptfiles on a PC and use the System > Prompts window to upload or download prompt files
Step 22
Make calls lo the auto-attendant directory number 2556 and test the following input
actions:
Auto-Attendant Input Actions

Input
0
Action Transfer to 3222
1 2 30 31 32
Dial by extension Dial by name

Submenu Transfer to 3222
Submenu Play prompt

Submenu Transfer to mailbox number 2580
Step 23

Lab Guide
A newscript with caller input actions: 0 for operator; I for Dial-by-extension: 2 for Dialby-name: 3 forsubmenu has been added in Cisco Unity Express using the GUI Express
Editor.
Calls to the auto-attendant directory number 2556 usethenewscript.
(Optional) Lab 3-5: Troubleshooting Cisco Unity

Express
Complete this lab activityto practicewhat you leamed in the relatedmodule.
Activity Objective
In this activity, you will troubleshoot MWI and other issues. After completing this activity, you
will be able to resolve these trouble tickets:
Resolve the issue: SIP integration is not working Resolve the issue: MWI is not working Resolve the issue: Subscriber and mailbox issues are reported
Visual Objective
Lab 3-5: Troubleshootinq Cisco
HQ
PC-x HQ Phone 1 HQ Phone 2
Pod x
Troubleshoot
BR
integration and voice
messaging-related
issues.
CUCM1-K
CUP-x
CUC-x
LDAP-x
TrouBieshoot voice messaging

issues for users and MWI.
Required Resources
Command List
Lab Guide
95
Job Aids These job aidsareavailable to help you complete the lab activity. Usethe lesson material and the knowledge that is acquired in the module andprevious labs
about Cisco Unity Express.
Note
It is important to wort onthe troubleshooting tickets inthe order inwhich theyare presented
to students.
IP Addresses
Device IP Address 10.X.4.102
10x4 3

Cisco Unity Express
Usernames and Password:}

Device
Login
User: cucmadmin

Express Cisco Unity Express
Password: cucmpassl
User: cucmadmin
Password, cucmpassl
Trouble Ticket 1: SIP Integration Is Not Working

Whenyou press the Messages button on 3001 and 3002. the voice-mail system cannot be
accessed. Correct this issue.
Whenyou press tlie messages button, 3001 and 3002 can reachthe voice-mail system.
A prompt is played after pressing the Messages button. This ticket needs to be resolved before resolving trouble ticket 2.
Trouble Ticket 2: Subscriber and Mailbox Issues Are Reported

The personal mailbox cannot be accessed when pressing the Messages button on 3001 and IMAP is not working. Correct t lis issue.
Pressing the Messages button on 3001 results in successfully accessing the mailbox for
Michael Black.
Extension 3001 and 3002 am reach their mailbox login when the Messages button is pressed. When you log in and enter the PIN. The correct mailbox should be accessed. Michael Black can retrie\e messages using an IMAP client.
This ticket needs to be reso ved before resolving trouble ticket 3.

The MWI isnot working. Leave messages for 3001 and 3002 toverify thetrouble ticket.
Correct this issue.
Messages can be left for 3001 and 3002. The MWI is turned on.
Afterdeleting the message, the MWI is turned off again.
'2010CiscoSystems,lnc.
'
Lab Guide
97
Lab 4-1: Implementing VPIM in Cisco Unity

Connection and Cisco Unity Express
Activity Objective
Inthis activity, youwill configure voice-mail networking in Cisco Unity Connection and Cisco Unity Express using VPIM. Af.ercompleting this activity, youwill be able to meet these
objectives;
Configure VPIM on Cisco UnityConnection

Configure VPIM on Cisco Unity Express
Configure VPIM to the neighbor pod

Automate the learning of remote users
Verify and troubleshoot the VPIM configuration
Visual Objective
The figure illustrates whatyou will accomplish in this activity.
Labn-1. llllpierUCiUHH
ttfft 131 li>
HQ
Pod x
Configure VPIM and

troubleshool V3tM-rdated
issues
Configure VPIM and

trouble shoot VPIM-related
issues.
Required Resources
Iliesearethe resources and equipment thai arerequired to complete this activity:

Integrating Cisco Unified Communications applications (CAPPS) v8.0
) 2010 Cisco Systens, Inc
Command List
Job Aids
IP Addresses
Device
IP Address
10x1.3 10.X.4.3

Cisco Unity Express

Device
Login
User: cucmadmin
Password: cucmpassl
Cisco Unified OS Administration
User: admin
Password: adpassl Cisco Unity Express

User: cucmadmin
Password: cucmpassl
Locations
Device
Location (Dial ID)

x01

Cisco Unity Express Neighbor pod Cisco Unity Connection Neighbor pod Cisco Unity Express
x02
y01 y02
Task 1: Configure VPIM on Cisco Unity Connection

Configure VPIM on Cisco Unity Connection. Add a location for the branch Cisco Unity Express system in your pod.
Activity Procedure
Step 1
In Cisco Unified OS Administration of Cisco Unity Connection, go to Settings > SMTP Server and enter the IP address lO.x.1.3. The host status will change to "The
SMTP service is available."
Step 2
In Cisco Unity Connection Administration, choose System Settings > SMTP

Configuration > SMTP Server. Change the SMTP domain name to lO.x.1.3.
Lab Guide
99
Step 3
In Cisco Unity Connection Serviceability, restart the Connection Conversation Manager service. In addition, restartthe Connection Message TransferAgent
service.
Step 4
In Cisco Unity Connection Administration, navigate to the Networking > VPIM

window and select Add New.
Step 5
Create a new location for your branch Cisco Unity Express system with the
following parameter;;:
Display Name: Branchx CUE
Dial ID: Enter the Cisco Unity Express Location (Dial ID) from the "Locations' table at the beginning of Lab 4-1 (for example, for Ihe pod 1 Cisco Unity
Express, use Location 102) Partition: HQ
SMTP Domain Name: lO.x.4.3 (Because no DNS is set up in the lab. IP

addresses are used.)
IP Address: lO.x.4.3 (Enter the IP address of your branch Cisco Unity Express
system.) Step 6
After saving, select the following options for incoming and outgoing audio fonnat
conversion:
Search Scope: HQ-BR

Step 7
Incoming Messages: Do Not Convert Incoming Messages Outgoing Messages: Do Not Convert Outgoing Messages
Make sure that the following message settings arc checked and click Save:
Sender's Recorded Name
StepS
Allow Blind Addressing
Enable automatic co itact creation for the Cisco Unity Express location. On tlie top menu bar. choose Edit > Contact Creation. Ensure that the following boxes are
checked:
Automatically create VPIM contacts Automatically delete VPIM contacts
Allow VPIM contact display name updates

Allow VPIM contacts without recorded names
Steps
Verily the following and Save:

Mapping Text Names: Directly to VPIM contact display names
Step 10
Step 11
Map VPIM Conact extensions to: Phone Number
Go to the user configuration and delete the user mblack. Add a remote user al the Cisco Unity Express location. In Cisco Unity Connection Administration, go to Contacts > Contacts and select Add New. Enter the following information about the remote user and click Save:
Alias: mblack First Name: Michael
Step 12
Last Name: Black
Display Name: Michael Black
Contact Template: System Contact Template
Step 13
On the Edit Contact Basics page, enter the following settings for the contact, then
select Save:
Check the List in directory check box.
Delivery Location: Select Branchx CUE from the drop-down menu.

VPIM Remote mailbox Number: 3001
Step 14
Cisco Unity Connection isconfigured with a VPIM location for the Cisco Unity Express
system in the branch.
Task 2: Configure VPIM on Cisco Unity Express

Configure VPIM on Cisco Unity Express. Add a location fortheHQ Cisco Unity Coimection
system in your pod.
Activity Procedure
Step 1
Step 2
Step 3
From the classroom PC, access the Cisco Unity Express System using the
http://10.x.4J URL.
Enter the CiscoUnity Express login credentials from the "Usernames and Passwords" table at tlie beginning of Lab 4-1.
Navigate to the Configure > Network Locations window and select Add.
Step 4
Add a network location for the local branch Cisco Unity Express system with the
following parameters and click Add:
Location ID: Enter theCisco Unity Express Location (Dial ID) from the "Locations" table atthe beginning ofLab 4-1 (forexample, for pod 1Cisco
Unity Express use Location 102).
Location Name: Local CUE Abbreviation: BRx
Domain Name/IP Address: lO.x.4.3 (Enter the IPaddress ofyour branch Cisco
Unity Express system.) VPIM Broadcast ID: vpim-broadcast
Minimum Extension Length: 4

Maximum Extension Length: 10
Send Spoken Name: Yes
Send vCard Information: Yes
Check the Enabled check box.
Lab Guide
Step 5
Step 6
In the Configure > Network Locations window, enter the Location ID from the previous step in the Local Location ID field and select Apply. Click OK.
Add a new location lor your HQ Cisco Unity Connection system with the following parameters and click Add:
Location ID: Enler the Cisco Unity Coimection Location (Dial ID) from the "Locations" table at the beginning of Lab 4-1 (for example, for pod 1 Cisco Unity Connection use Location 101).
Location Name: HQ CUC Abbreviation: HQx
Domain Name/IP Address: lO.x.1.3 (Enter the IP address of your HQ Cisco Unity Connection system.)
VPIM Broadcast ID: vpim-broadcast
Minimum Extension Length: 4 Maximum Extension Length: 10

Send Spoken Name: Yes
Send vCard Information: Yes
Check the Enabled check box.
Step 7
Save the changes. Select Apply.
Step8
Step 9
Add a remote userat the Cisco Unity Connection location. In Cisco Unity Express,
go to Configure > Remote Users and select Add. Enter the following user information and select Add:
User ID: jdoe

first Name: John
I.asl Name: Dî;
Display Name: John Doe Primary Extens on: 2001
Location ID: xO 1 (Enter your Cisco Unity Connection Location ID.)
Step 10
Send a message from a branch Cisco Unity Express user to a remote user (John Doe)
on Cisco Unity Connection. Press the Messages buttonon the BR phone.
Press 2 to send a message.
Press MM to switch from spelling to destination number entry.
The-Enterthe extension" prompt is played. Enter theremote userlocation followed bythe extension, for example, forextension 2001 at location 101.
enter 1012001*.
Note
Follow theprompts to record and send themessage, then exitvoice mail.

If VPIM messaging is notworking for Cisco Unity Express, reload the module.
Step 11
Verify that the message is sent from the BR phone tothe remote user. On HQ Phone
I (John Doe), press the Messages buttonand retrievemessages.
Step 12
Repeat theprevious steps to send a message from Cisco Unity Connection to a

remote user on CiscoUnity Express. Send a messagefrom John Doe (HQ Phone 1)
to Michael Black (BR phone).
Step 13
Step 14
(Optional) Use Cisco Unity Connection Serviceability trace and Cisco Unity Express trace options to troubleshoot any VPiM connectivity issues.
Messages can be sent from a branch CiscoUnity Express user to a remote useron the headquarters Cisco UnityConnection system.
Messages can be sentfrom Cisco Unity Connection userto a remote useron the branch Cisco Unity Express system.
Task 3: (Optional) Configure VPIM to the Neighbor Pod

Configure VPIM to your neighborpod. Pod-specific information is indicated by an x for your
pod and y for your partner pod. In both Cisco Unity Connection and Cisco Unity Express, add
locations for both the HQ and Branch voice-mail systems in the remote pod.
Step 1 Step 2
In the Cisco Unity Connection Administration pages, navigate to the Networking >
VPIM window.
Use tlie same procedure as Task 1 of this lab exercise to add two new locations for your neighbor pod Cisco Unity Connection and Cisco Unity Express systems. Use the following parameters for the neighbor pod Cisco Unity Connection system:

Display Name: HQy CUC Dial ID: Enter the Location (Dial ID) from the "Locations" table at the
beginning of Lab 4-1.
Partition: HQ
SMTP Domain Name: 10.y.l.3 IP Address: 10.y.l.3 (Enter the IP address ofthe system in the neighbor pod.)
Step3
After saving, selectthe following options for incoming andoutgoing audio format
conversion:
Search Scope: HQ-BR

Step 4 Incoming Messages: Do Not Convert Incoming Messages Outgoing Messages: Do Not Convert Outgoing Messages
Make sure that the following boxes are checked:

Step 5
Use the following parameters to add die Cisco Unity Express system for your
neighbor pod:
Display Name: BRyCUE

Dial ID: Enter the Location (Dial ID) from the "Locations" table at the
beginning of Lab 4-1.

2010 Cisco Systems, Inc Lab Guide 103
Partition: HQ SMTP Domain Name: 10.y.4.3
Step6
IP Address: 10.y.4.3 (Enter the IPaddress ofthe system in the neighbor pod.) After saving, select ihe following options for incoming andoutgoing audio format
conversion:
Search Scope: HQ-BR
Step 7
Incoming Messages: Do Not Convert Incoming Messages

Outgoing Messages: Do Not Convert Outgoing Messages
Make sure that the following boxes are checked:

Step 8
Do not configure any remote users for the neighbor pod. Enableautomatic contact creation forboththe Cisco Unity Connection andCisco Unity Express locations. On thetop menubar.choose Edit >Contact Creation andconfigure the sameoptions
as in Task 1 of this lab exercise.
Step 9
Log in to Cisco Unity Express using the GUI. Navigate to the Configure > Network Locations window. Use the same procedure as Task 2 of this lab exercise to add two new locations for your neighbor pod Cisco Unity Connection and Cisco Unity Express systems. Use the correct Location (Dial ID) from the "Locations"
table at the beginning of Lab 4-1.
Step 10
Step 11
Verify that your neighboring pod has configured new locations for your Cisco Unity Coimection and CiscoUnityExpress systems by askingthe studentsin that pod.
Send a message from your branch Cisco Unity Express user (BR phone) to a remote user (extension 2001) on your neighboring pod Cisco Unity Connection (location yOl) voice-mail system (enter destination y012001 for location yOl extension 2001). Repeat Step 11, sending a message from your HQ Phone 1 to your neighboring pod Cisco Unity Connection (location yOl, extension 2001).
Ask your neighboring pod to send messages to your HQ Phone 1 user John Doe
(extension 2001).
Step 12
Step 13
Step 14
Verify automatic contact creation on Cisco Unity Connection. Navigate to Contacts > Contacts and check that a new contact has been automatically added for your neighboring pod with a VPIM alias.
Step 15
Explore the different options for sending messages between pods. For example,
HQtoHQ
Branch to branch
Branch to HQ HQ lo branch
Step 16
Step 17
(Optional) Use Cisco Unity Connection Serviceability trace and Cisco Unity
Express trace options to troubleshoot any VPIM connectivity issues.

2010 Cisco Syste-is, Inc
rity Verification
Both Cisco Unity Connection and Cisco Unity Express areconfigured with VPIM to your
neighbor pod.
Messages can besent between voice-mail systems inneighboring pods.

Automatic contact creation is configured for VPIM locations to your neighboring pod.
>201C Cisco Systems, Inc.
Lab Guide
105
Lab 5-1: Integrating Cisco Unified Presence w..

Complete this lab activity to practice whatyou learned in the relatedmodule.
Activity Objective
In this activity, you will configure tlie integration of Cisco Unified Presence with Cisco Unified
Communications Manager. After completing this activity, you will be able to meet these
objectives:
Configure Cisco Unified Communications Manager for presence integration

Configure Cisco Umfied Presence for presence integration
Configure an inlercluster peer to the neighborpod Verify and troubleshoot the presence integration
Visual Objective
Thefigure illustrates what you will accomplish in this activity.
Log in to Qsco Unified Personal
Communicator and verify status changes and send Ms

Q Phone 1 HQ Phone 2
HQ
Podx
BR
HO-Gateway Configure the integration with Cisco

Umfied Presence and enable the
end users 'or presence
CUCMI-x
CUP-*
Caifigure Cisco Umfied Presence tor the integration iwti Cisco Unified Communications Manager.
Required Resources

LDAP server
IP phones
106
Command List
Job Aids These job aids areavailable to helpyou complete the labactivity.
IP Addresses
Device
IP Address
10.X.1.1 10.x. 1.4 10.X.1.9

Cisco Unified Presence LDAP Server

Device
IP Address User: cucmadmin

Password: cucmpassl
User: cucmadmin
Password: cucmpassl
LDAP Server User: Administrator
Password: cisco
Task 1: Configure Cisco Unified Communications Manager for

Presence Integration
Prepare theCisco Unified Communications Manager forintegration with Cisco Unified
Presence.
Activity Procedure
Step 1
Step 2
InCisco Unified Communications Manager Administration, go to System >

Application Server and add a new server.
Select the Cisco Unified Presence Server as the Application Server Type and
click Next.
Step 3
In the application server information window, enter CUP-x in the Name field and
save.
Step 4
Create a new SIP trunk securityprofile for the SIP trunk to Cisco UnifiedPresence.
Steps
Step 6
Go to System > Security >SIP Trunk Security Profile and add anew profile.
Enter the following information and save:
Name: CUP
Description: Profile for Cisco Unified Presence server

Check thebox: Accept Presence Subscription Check the box: Accept Out-of-Dialog REFER
Lab Guide
107
Check the box: Accept Unsolicited Notification

Check the box: Accept Replaces Header
Note It these four boxes aie not checked, Cisco Unified Communications Manager does not send
presence information to the Cisco Unified Presence server.
Step 7
Add a new SIP trunk pointing to the Cisco Unified Presence server.
Step 8
Step 9
Go to Device > Trunk and add a new trunk.

Enter the following information and click Next:
Trunk Type: SIP Trunk

Device Protocol: SIP
Trunk Service 1 ype: None (Default)
Step 10
Tlie trunk configuralion page opens. Enter the following infonnation:

Device Name: CUP
Description: Trunk to Cisco Unified Presence

Destination Address: lO.x.1.4 Destination Por:: 5060
SIP Trunk Security Profile: CUP

Step 11
Save the changes aid apply the configuration.
Step 12
Go to System>Service Parameters. Select the Cisco Unified Communicalions

Managerserver and the Cisco CallManager service.
Tip
Timesaver: UseCtrl + Find andenterCUP. Remember a unique partofthe service

parameter name for fast access to the parameters.
Step 13
Settheparameter CUP Publish Trunk to CUP. Thedrop-down box shows all

available SIP trunks.
Note
Only one CUP publish trunk can be configured.
Step 14
Review the rest ofthe SIP-specific parameters. For more information ona specific parameter, click the parameter and the help tile for this parameter opens and show^
theparameter description, range if applicable, and default settings.
Step 15
Step 16
Step 17
Create the end users John Doe (2001) and Jane White (2002). Associate the device
2001 and 2002 with the end users.
Enable theendusers for presence. Goto System > Licensing >Capabilities

Assignment.
Click Find to search for available end users.
Step 18
Select theenduser1; jdoe and jwhite and click Bulk Assignment.
Step 19
Check the following boxes and save:
Enable CUP(Cisco Unified Presence)
Step 20
Enable CUPC (Cisco Unified Personal Communicator)
Whenthe user page reopens, verify that the fields CUP Enabled and CUPC
Enabled are checked for both users.
Step 21
Step 22
Step 23
On HQ Phone 2, enable DHCP, so the IP phone registers again withCisco Unified

Go to the phoneof jdoe (2001)and selectthe directorynumber2001. Go down to

the area Users Associated with Line and click Associate Users.
Click Find, select jdoe, and add the selected user.
Step 24
Note
Repeat Steps 24 and 25 forjwhite withthe directory number 2002.

This configuration cannot bedone via the menu Call Routing >Directory Numbers.
Step 25
Verify in Cisco Unified Communications Manager Serviceability, thattheCisco

AXL Web Serviceis activated. If this serviceis not activated, Cisco Unified Presence cannotsynchronize the end user into the Cisco UnifiedPresencedatabase.
At thispoint, the configuration cannot be verified. This will be donehi thenexttask.
Task 2: Configure Cisco Unified Presence for Presence

Integration
Configure Cisco Unified Presence forintegration with theCisco Unified Communications Manager. Use the accounts ofjdoeand jwhite to log intoCisco Unified Personal Communicator. Check status changes in Cisco Unified Personal Communicator and send IMs
between these users.
Activity Procedure
Step 1 Step 2
Browse to Cisco Unified Presence. Tht post-install setup procedure starts. Enter the following information and cor Innthe settings:
Hostname: CUCMl-x
IP Address: lO.x.1.1 AXL User: cucmadmin
AXL Password: cucmpassl
Security Password: secpassl

Cisco AXL Web Service
Step 3
In Cisco Unified Presence Serviceability, activate the following services:

Cisco UP SIP Proxy Cisco UP Presence Engine

, ,_
Lab Guide
("isco UP Sync \gent

Cisco UP XCP Text Conference Manager
Note The Cisco UP XCP 1 ext Conference Manager service is required for instant messaging (IM).
Because you want to test the Cisco Unified Personal Communicator functionality by sending
an IM, you will activaie this service in this task.
Cisco IP XCP Connection Manager Cisco UP XCP Counter Aggregator

Cisco UP XCP Authentication Service
Step 4
Step 5 Step fi
Go back to Cisco Unified Presence Administration, and choose System > CUCM
Publisher.
Check in the CUCrVI Publisher Statusarea that all four iests passed. Go to Presence > Sittings and verity the defaultsettings.
Step 7
Step8
Hiebox Enable CU PC 7 and IPPM Instant Messaging (cluster-wide) should be

checked by default.
Check the Allow users to viewthe availabilitycheck box.
Step 9
When the AXL login issuccessful, Cisco Unified Presence selects a CUCM Publish trunk. Verify that the box Enable SIP Publish onCisco Unified Commumcations Manager is checked and that CUP is selected as thetrunk device.
Step 10
Step11
Go to System >Sei urity >Incoming ACL. Click Find and verify that entries exist
for CUCMl-x and CUP-x.
Repeatthis verification for the outgoingACL.
Step 12
Step 13
Go toSystem >Application Listener and select the preconfigured Default Cisco

SIP Proxy TCP Listener
Verify tbe settings ;ind check that the Port isset to 5060 and the Transport Type is
ICP.
Step 14
Step 15 Note
Go to System > Service Parameters and select the Cisco Unified Presence server
and the service Cisco UP SIP Proxy.
Set the proxy domain to pod.com. Because intercluster peering works only inthe same domain, you are notusing podx.com.
Step 16
Go to Presence >Routing > Settings. Set the parameter Method/Event Routing

Status to On.
Step 17
Step 18
The Preferred Proxy Listener value is Default Cisco SIP Proxy TCP Listener.
After saving the changes, click Restart All Proxy Services.
Step 19 Step 20
Go to System >Notification and check for entries. Ifany entry exists, for example.
a restart of a service, restart the relevant entity.
In Diagnostics >System Troubleshooter, check for any integration-specific failed

tests.
110
integrating Cisco Umfied Communications .^plications (CAPPS) v8.0
Note
Warnings and errors might appear in Cisco Unified Presence modules that are not configured yet.
Step 21
Goto User Management > End User andverify thattlie users jdoe and jwhite
appear in the list.
Tip
Restartthe Cisco Unified Presence server afterthe first setup. Thiscan be done inthe Cisco Unified Operating System Administration under Settings > Version.
Step 22
Test the presence configuration and start (install) the Cisco Unified Personal
Communicator on the student PCI. Askthe trainer for the installation path. Start with installation of Microsoft .NET Framework that is followed by the Cisco
Unified Personal Communicator installation.
Step23
When logging in, enterthe following information andclick Sign In.
User ID: jdoe

Password: cisco
Change server: lO.x.1.4
Step 24 Step 25
The loginshould be successful. If the login is not successful, troubleshoot and correctyour configuration beforeyou go on with the next steps. In Cisco UnifiedPersonal Communicator, go to Contact > Add Contact. Click Create New Contact and enter the following:
First Name: Jane Last Name: White
Step 26
InstantMessaging Details: jwhite@pod.com
Click Add to add Jane White to the contact list.
Step 27
Tip
Cm student PC2, start (install) the Cisco Unified Personal Communicator and log in
with jwhite. Add jdoe as a contact.
Resize the Remote Desktop Connections so thatyou can see both Cisco Unified Personal
Communicator screens at the same time.
Step 28
Step 29
Change the status for jwhite from Available toBusy. Verify that the status change is displayed onthe Cisco Unified Personal Communicator screen ofjdoe.
Send an IM fromjwhite to jdoe, and answer the IM.
Step 30
Examine the Cisco Unified Personal Communicator features, which are not yet
working.
Step 31
Step 32
In Cisco Unified Personal Communicator, check the server health tool under Help >
Show Server Health Tool.
Writedown the serversfor which the statusis shown and check the notifications.
Step 33
InCisco Unified Personal Communicator, go to File >Options and select Accounts. Notice that no fields are available, except for the corporate directory.
Lab Guide
Tlie usersjdoe andjwhite >;an log in to CiscoUnified Personal Communicator.

Status changes are displayed on the Cisco Unified Personal Communicator. IM messages can Ik exchaiged between jdoe and jwhite.
Task 3: Configure an Intercluster Peer to the Neighbor Pod

Prepare Cisco Unified Presenc; to peer with your neighbor pod. Activity Procedure
Step 1
Before configuring :he intercluster peer, the end users in Cisco Unified Communications Manager must be reconfigured. Otherwise, duplicated users will be created when peerii g with the remote cluster. On Cisco Unified Communications Manager in pod 1, change the user John Doe (jdoe) to John Milk r (jmiller). On Cisco Unified Communications Manager in pod 2, change (he user Jane White (jwhite) to Jane Sm th (jsmith).
From now on, the u; ers are referred to as John and Jane without their last name.
Step 2 Step 3
Note
Step 4 Step 5
Step 6
In Cisco Unified Presence user management, verifythat the user changes are
reflected before you go lo the next step.
hi CiscoUnified Presence Administration, go to Presence > Inter-Clustering.

Add a new interclu iter peer.
Step 7
Enter the following infonnation and save:
Peer Address: 1O.y.1.4 (where y is your neighbor pod number)

AXL UsernatiK-: cucmadmin
AXL Password: cucmpassl

Protocol: TCP
Step8
After saving, check the Inter-Cluster Peer areaat tliebottom ofthe screen.
Step 9
Ask your neighbor pod if the intercluster peer configuration isdone. All tests should
pass in the Inter-CI aster Peerarea. If the tests are not passed, correct your configuration or wuitfor your neighbor groupto be ready.
Step 10
If errors or warnings areshown, troubleshoot and correct the configuration.
Step 11 Step 12
Step13
In Diagnostics > S; stem Troubleshooter, check for any intercluster peer-specific

failed tests.
If errors orwarnings are shown, troubleshoot and correct the configuration.

Start the Cisco Unified Personal Communicator andadda newcontact:
Pod 1: Forjmi lcr add jdoe
Pod 1: For jwhite add jsmith
Integrating Cisco Unified Communications Applications (CAPPS) w8 0

Step 14
Pod 2: For jdoe add jmiller

Pod 2: for jsmith add jwhite
Change your presence status for any user and check with your neighbor group io see
if the changed status is reflected. Step 15 Send an IM to a user in the neighbor pod. Verify that the IM was received and await
an answer via IM.
A remote user can be added to the contact list.
A status change is transmitted over the intercluster peer connection.

IMs can be sent to remote users.
>2010CiscoSystems, Inc.
LabGujde
Lab 5-2: Configuring Cisco Unified Presence Features and Implementing Cisco Unified
Activity Objective
In this activity, you will confit.ure Cisco IP Phone Messenger, implement Cisco Unified Personal Communicator, and iitegrate Cisco Unified Personal Communicator with an LDAP server. After completing this activity, you will be able to meet these objectives:
Configure Cisco IP Phone Messenger for IP phones and Cisco Unified Personal
Communicator
Integrate Cisco Unity Connection for Cisco Unified Personal Communicator access
Configure the different profiles for Cisco Unified Personal Communicator

Configure desk phone control
Verify correct operation
Visual Objective
"Hie figure illustrates what you will accomplish in this activity.
ah ri-2: Luimytinny Ci&ou Ut\ ihpkfniannnq Cisco Unified Pi

Test the Qsco Unified Personal
iifcKi i"f fepiseH!t-tJ rwsilUiUb esii
Communicator in softphone mode, retrieve voice messages, and add

contacts from the LDAP server
HQ
Podx
BR
QPhonet HO Phone 2['J^h IP g" to send
Required Resources
These are ihe resources and equipment that are required to complete this activity:
Cisco Unified Comniunications Manager Cisco Unified Presence

Inlegraling Cisco Unified Communications Applications(CAPPS) v8 0
LDAP server
IP phones
Command List
Job Aids These job aids are available to help you complete the lab activity.
IP Addresses
Device
IP Address
10.X.1.1 10x1.4


LDAP Server
10.x. 1.3
10x1.9

Cisco Untfied Communications Manager
Password: cucmpassl
Cisco Unified Presence User: cucmadmin
Password: cucmpassl Cisco Unity Connection

User: cucmadmin
Password: cucmpassl
LDAP Server
User: Administrator
Password: cisco
Task 1: Configure Cisco IP Phon i Messenger for IP Phones

and Cisco Unified Personal Com nunicator
Configure Cisco IP Phone Messenger so thattheusers John and Jane cansend IMs from IP
phone to IP phone.
Activity Procedure
Step 1
Step 2
hi Cisco Unified Communications Manager, go to User Management > Application User and add a new user.
User ID: PhoneMessenger

Password: cisco
Step 3
In the device information area, move the phones of John and Jane from the
Available Device pane to the Controlled Device pane.

Step 4
Save the changes.
Lab Guide
115
Step 5
Step 6
Go to Devices >Device Settings >Phone Service and add a new service.

Enter the following infonnation and save:
ServiceName: PhoneMessenger ASCII Service Name: PhoneMessenger
Service URL: http://10.xX4:8081/ippin/default?name=#DEVICENAME#

Service Category: XML Service
Sen ice Type: Standard IP Phone Service
Check the box: Enable
Check the box: Enterprise Subscription
Step 7
TiP
After saving, notice that the Enterprise Subscription check box isgone.
lfyou forgot to check the Enterprise Subscription box, deletethe service and re-create the
service.
Step 8
Note
Ifthe IP phones do not display the phone service, reset the devices, for example, via
the device pool Reset button.
If using Enterprise Subscription, the service does not have to be manually assigned to every
IP phone or device profile.
Step 9
Step 10
In Cisco Unified Presence, go to Application >IP Phone Messenger >Settings.

Set the following parameters and save: IPPM Application Status: On
Application Usemame: PhoneMessenger

Application Password: cisco Review the other parameters
Step 11
Step 12
Navigate to Application > IPPhone Messenger >Response Messages and add a

new message.
Enter the response message: "I will call you back later1' and move it to die first
position.
Step 13 Step 14
On 2001. log in to Cisco IP Phone Messenger with the user John. Add the contact
Jane.
On 2002, log in to Cisco IP Phone Messenger with the user Jane and add John as a
contact.
Step 15
Step 16
In Cisco Unified Presence, go to Application > IP Phone Messenger > Status and
check the login status for both users. From 2001. send a message to 2002.
Step 17
From 2002. answerthe message with the preconfigured response message. Verify
thai 2002 receives the answer "I will call you back later."
116
integrating Cisco Unifed Communications Applications (CAPPS) v8 0
John and Jane can send IMs to each other.
The preconfigured response message is available.
Task 2: Integrate Cisco Unity Connection for Cisco Unified

Personal Communicator Access
Configure the users in CiscoUnity Connection to be able to retrievetheir messagevia Cisco
Unified Personal Communicator.
Activity Procedure
Step 1
On Cisco Unity Connection in pod 1, change the user John Doe (jdoe) to John Miller
(jmiller).
Step 2
Step 3
On CiscoUnity Connection in pod 2, changethe user Jane White (jwhite) to Jane

Smith (jsmith). In Cisco Unity Connection, go to Class of Service > Class of Service and al low the users John and Jane to receive their voice messages with the Cisco Unified Personal
Communicator.
Step 4
Select Voice Mail User COS in the Class of Service field.
Step 5
Check the following check boxes and save:
Allow Users to Access Voice Mail Using an IMAP Client

Allow Users to Use Unified Client to Access Voice Mail
The configuration can be tested in the next tasks.
Task 3: Configure the Different Profiles for Cisco Unified

Configure the Cisco Unified Personal Communicator for softphone mode and configure the
profiles except the CTI profile. Assign the users to the profiles and test the CiscoUnified
Personal Communicator functionality.
Activity Procedure
Step 1
In Cisco Unified Communications Manager, go to Device> Phone and add a new

phone.
Step 2
Step 3
Select Cisco Unified ClientServices Framework in thePhone Type field and click
Next
Enter the following information and save the changes:
Device Name: CUPCJDOE (Pod 1)and CUPCJMILLER (Pod 2)

)2010CiscoSystems,Inc.
LabGuide
Phone Button Template: Standard Client Services Framework
Device Security Profile: Standard Client Services Framework - Standard

Step 4 Step 5
Apply the configuration and select the first directory number. Enter the following infonnation and save the changes.

Go down to the area Users Associated with Line. Click Associate End Users. Find
and select John and add the selected user.
Go to User Management > End Users and select the user John. Verify that the Cisco Unified Personal Communicator device is listed in the
Controlled Devices area.
Step 9
In Cisco Unified Presence, go to Application > Cisco Unified Personal Communicator > Settings. Enter lO.x.1.1 in the Primary TFTP Server field and
save the change.
Step 10
Create a new audio profile. Go to Applications > Cisco Unified Personal Communicator > Audio Profile. Enter the following infonnation and save:
Name: Audio
Check the box: Make this the default Audio Profile for the system
Step 11
Review the other settings options.
Click Add Users to Profile and select the user John. Click Add Selected.
Step 12
Step 13
In the audio profile configuration page, select Back to Find/List in the related links.
The associated user count should be 1.
Step 14
Step 15
On StudentPCI. log in to Cisco Unified Personal Communicator with the user John.
Uncheck the Use My Deskphone as My Phone check box. Call Jane with the Cisco Unified Personal Communicator in softphone mode and answer the call.
IfCisco Unified Presence is running in evaluation mode, the last step cannot be tested. The mode will change, but the dial pad cannot be opened and the call option is grayed out when right-clicking a contact.
Note
Step 16
Configure the missing profiles for Cisco Unified Personal Communicator. Conligure the sener first, followed by the profile. Then assign the users to the profiles.
Make the new profiles the default profile, so that new users are automatically assigned to
the profiles.
Tip
Step17
Configure the mailstore in CiscoUnified Presence. Goto Application>Cisco

Unified Personal Communicator > Mailstore. Enter the following information and
save:
Name: CUC-x
Description: CUC Mailstore
118
Inlegraling Cisco Unified Communicalions Applicalions (CAPPS) vB.O
Hostname/IP Address: lO.x.1.3
Port: 143
Protocol Type: TCP
Step 18
Configure thevoice-mail server. In Cisco Unified Presence, go to Application > Cisco Unified Personal Communicator >Voicemail Server. Enterthe following
information and save:
Server Type: Unity Connection
Name: CUC-x
Description: CUC Voicemail Server

Hostname/IP Address: lO.x.13 Web Service Port: 443 Web Service Protocol: HTTPS
Step 19
Step 20
Configure the voice-mail profileto allow users to retrieve their voice messages with
Cisco Unified Personal Communicator.
In Cisco Unified Presence go to Application > Cisco Unified Personal Communicator > Voicemail Profile. Enter the following infonnation and save:
Name: CUC-x
Description: CUC Voicemail Profile
Voice Messaging Pilot: 2500

Primary Voicemail Server: CUC-x Primary Mailstore: CUC-x
Step 21
Check thebox: Make This tbe DefaultVoicemail Profile for the System
Configure a conferencing entity. Go to Application > Cisco Unified Personal
Communicator >Conferencing Server. Enter the following information and save:

Name: MP-x
Description: MP Conferencing
Hostname/IP Address: lO.x.1.7
Protocol: HTTP
Server Type: MeetingPlace Classic
Note
There is no Cisco Unified MeetingPlace in thelab environment. In theserver health tool, you
willcheck the error message later ifthe conference device is not accessible.
Step 22
Configure the conferencing profile to allow Cisco Unified Personal Communicator users to initiate a conference call or escalate a chat to a conference.
Step 23
In Cisco UnifiedPresence, go to Application > Cisco Unified Personal
Communicator >Conferencing Profile. Enter thefollowing infonnation and save:

Name: MP-x
Description: MP Conferencing Profile

Primary Conferencing Server: MP-x
Lab Guide
Server Certificate Verification: Self-Signed or Keystore
Check the box: Make this the default Conferencing Profile for the system
Step 24
Configure the LDAP host. In Cisco Unified Presence, go to Application > Cisco Unified Personal Communicator > LDAP Server. Enter the following information
and save:
Name: LDAP-x
Description: LDAP Server

Hostname/IP Address: lO.x.1.9 Port: 389
Protocol Type: TCP
Step 25
Configure the LDAP profile to allow users to search for contacts on the LDAP server. If. for example, user pictures are stored on the LDAP server, these pictures
can be shown if the contact is dialed or calls the user.
Step 26
In Cisco Unified Presence, go to Application > Cisco Unified Personal Communicator > LDAP Profile. Enter the following information and save:
Name: LDAP-x
Description: LDAP Profile Bind Distinguished Name (DN): administrator@podx.com

Password: cisco
Search Context: dc=podx, dc=com
Primary LDAP Server: LDAP-x

Check the box: Make this the default LDAP Profile for the system
Step 27
Step 28
Configure the CCMCIP profileto allowCiscoUnified Personal Communicator users to select one or more configured devices and to control them from the client.
In Cisco Unified Presence, go to Application > Cisco Unified Personal Communicator > CCMCIP Profile. Enter the following infonnation and save:
Name: CCMCIP
Description: CCMCIP Profile

Primary CCMCIP Host: lO.x.1.1
Note
Secondary CCMCIP Host: lO.x.1.2

The secondary host does not exist inthe lab environment, but ifyou do not enter a
secondary host, the configuration cannot be saved.
Sener Certificate Verification: Self-Signed or Keystore Check the box: Make this the default CCMCIP profile for the system
Step 29
Assignthe configured profiles to the usersJohn and Jane.
Step 30
Step31
Go to Application >Cisco I'nified Personal Communicator >User Settings.

Click theuser John. Select the following profiles andsavethe changes:
a Voicemail Profile: CUC-x
120
Conferencing Profile: MP-x

LDAP Profile: LDAP-x CCMCIP Profile: CCMCIP
Note
TheCTI gateway profile will be configured in thenext task. However, theCCMCIP profile is
related to the deskphone mode configuration if more than one phone is associated with the
end user.
Step 32
Step 33
Repeat the last stepfor Jane. Theaudio profile is not required because Jane is not using CiscoUnified Personal Communicator in softphone mode.
In Cisco Unified Personal Communicator, go to File >Options and click Accounts.
Step34
Enter the usernames and passwords for the following andclick OK:
Voicemail Usemame: jdoe and jmiller

Voicemail Password: cisco
LDAP Server Usemame: jdoe and jmiller

LDAP Server Password: Ciscol23
Note
Ifthe user was not reconfigured in Pod1, use jdoe forthe LDAP credentials.
Cisco Unified MeetingPlace Username: jdoe and jmiller

Cisco Unified MeetingPlace Password: cisco
Note
If theaccount options for theconfigured profiles donot appear, close theCisco Unified
PersonalCommunicator and tryagain.Whenclosing the Cisco Unified Personal
Communicator, gototheWindows Task Manager andendthe process cucsf.exefor faster

restart of the Cisco Unified Personal Communicator. Ifa Cisco Unified Personal
Communicator restartdoes notsolvethe issue, restart the Cisco Unified Presence server.
Step 35
In Cisco UnifiedPersonal Communicator, open the serverhealth tool. Checkthat the

server status is OK for:
LDAP CUP
WM MailStore
Ifthese three profiles are not show with the status OK, correct the configuration
before you go on with the next tasks.
Check the error for the MeetingPlace profile. The error should display: Unspecified WebConference error. This isbecause the Cisco Unified MeetingPlace server does
not exist.
Check the error or Desk Phone Cisco Audio Session Tunnel (CAST). The error
message displays "CDP cant detect phone - nophone attached." This is correct
because your PC is not connected to your IP phone or any other IP phone. Because Cisco Discovery Protocol is communicating only with the next hop, you can
disregard the error message.
Step 39
Repeat Steps 33 through 38 for Jane.
Lab Guide
121
Step40
Leave a message for John. Cisco Unified Personal Communicator should signal a new voice message. Retrieve the message with your Cisco Unified Personal
Communicator.
Note
Ifno remote audio drivers are installed, you cannot listen to the message. However, you can
check MWI synchronization. For example, listen to the message on the phone and delete it.
The new voice message should be marked as a read message.
Step 41
In Cisco Unified Personal Communicator, add a new contactand searchfor the user
Ted Mosby. which exists only on the LDAP server.
Note
Ifthe user Ted Mosby is not found, log in to the LDAPserver and verifyifthe user is configured. Ifthe user is not listed, create a new user and repeat the last step.
John can use the Cisco Unified Personal Communicator in softphone mode and initiate a
call.
The users can retrieve theirmessagesvia Cisco Unified Personal Communicalor.

Users on die LDAP server can be found and added as contacts.
Task 4: Configure Desk Phone Control

Configure Cisco Unified Communications Manager and Cisco Unified Presence to allow Cisco
Unified Personal Communicator users to control their IP phone from the client. If more than
one phone isassociated, the user must beable to select one ofthe IPphones.
Activity Procedure
Step 1
Step 2
Step 3
InCisco Unified Communications Manager Serviceability, go lo Tools > Service

Activation and activate the Cisco CTIManager service.
Create a newapplication user in Cisco Unified Communications Manager.

Enter the name CtiGw and die password cisco.
Step 4
Step 5
In tlie device infonnation area, move the phones ofJohn and Jane tothe Controlled
Devices pane. Save the changes.
Go tothe end user configuration ofJohn inCisco Unified Communications

Manager.
Step 6
In the Permissions Information area, click Add to User Group. Choose and add the
group Standard CTI Enabled.
122
2010 Cisco Systens, Inc.
Note
If your Microsoft Internet Explorer 8.0doesnot open the pagefor thegroup permission, go
to the menu User Management > User Groups. Select Standard CTI Enabled and click
Add End Usersto Group Select John and Jane and add both users tothe group. In addition, choosethe Standard CTI AllowControl of Phones supporting Rollover
Mode group when using Cisco Unified IP Phone 69XX Series. Choose Standard CTI
Allow Controlof Phones supporting Connected Xfer and conf groupwhenusingCisco

Unified IP Phones 89XX / 99XX Series.
Step 7
Repeat the last step for Jane.
Step 8
Go to the device configuration of Jolin. Verifythat the box Allow Control of Device
from CTI is checked. Goto thefirst directory number, 2001, andverify that the
same box is checked there too.
Step 9 Step 10
Repeat the last step for the user Jane and the directorynumber2002. In Cisco Unified Presence, go to Presence >Gateways.
Step11
Adda newgateway. Enterthe following information andsavethe changes:

Presence Gateway Type: CUCM
Description: Gateway to CUCM

Presence Gateway: 10.x.1.1
Step 12
Verify the CTI gatewaysettings. Go to Applications >Cisco Unified Personal Communicator > CTI Gateway.
Step 13
Step 14
There aretwo automatically created CTI gateways. Select theTCP CTI gateway.
Verify the following settings:
Hostname/IP Address: IO.x.1.1

Port: 2748
Step 15
Now verifythe CTI gatewayprofile.
Step 16 Step 17
Step 18
Go to Applications >Cisco Unified Personal Communicator >CTI Gateway

Profile.
There are two automatically created CTI gateway profiles. Select the TCP profile.
Verify tlie following settings:

Step 19
Primary CTI Gateway Server: CUCMl-x cti tcp_host_synced_000 Check the box: Make thisthe default CTI Gateway Profile for the system
After saving any changes, click Add Users to Profile. Add the users John and
Jane.
Step 20
Enable the Desk PhoneControl application in Cisco Unified Presence.
Step 21
Go to Application >Desk Phone Control >Settings. Enter the following

information and save the changes:
Application Status: On Application Username: CtiGw Application Password: cisco
> 2010 Cisco Syrtems. Inc.
Lm>&M*
123
CUCM Address (1 of 8): lO.x.1.1
Review the other settings
Step 22
Step 23
After saving, assignthe uservia Application > Desk Phone Control > User
Assignment.
Select the users John and Jane and click Assign Selected Users.
Step 24 Step 25
Go to Diagnostics > System Troubleshooter and check that al! tests in the Desk
Phone Control module are passed.
Stail the Cisco Unified Personal Communicator on the student PC1 and log in with
the user John.
Step 26 Step 27 Step 28 Step 29 Step 30 Step 31
After loggingin. the CiscoUnified Personal Coimnunicator shoulddisplay"Use my

<phone-type> 2001 as my phone."
Use the dial pad and dial the number 2002. The controlled phone 2001 starts the call
in loudspeaker mode. Answer the call.
Test from studentPC2 with the userJane. Call extension 2001 usingthe dial pad.
Answer the call.
In Cisco UnifiedCommunications Manager, assigna secondphoneto the user John

with tlie lines 2002. 2004. and 3003.
In Cisco Unified Personal Communicator, click <phone-type> (2001). A SelectDesk PhoneDevicewindow opens.Two phones arc presented. In the drop down boxyou shouldsee the numbers 2001, 2003, and 3001 for the first phone and
2002. 2004. and 3003 for the second phone.
Note
Do not select any line of HQ Phone 2 because it is used by Jane.
The users John and Jane can control their phones from Cisco Unified Personal
Communicator and initiate calls.
CCMCIP offers a selection of phones to John.
124
(Optional) Lab 5-3: Troubleshooting and Verifying

Complete this lab activity to practice what you learnedin the related module.
Activity Objective
In this activity, youwill verify Cisco Unified Presence component configuration and troubleshoot Cisco Unified Presence issues using the available tools. After completing this
activity, you will be able to meetthese objectives:
Use the Cisco Unified Presence troubleshooter to find issues
Use theCisco Unified Personal Communicator troubleshooting tools to solve issues that are
reported by users
Troubleshoot issues in thepresence integration: presence status is notupdating, user cannot

log in, Cisco IP Phone Messenger messages are not received, and so on
Visual Objective
Thefigure illustrates whatyouwillaccomplish in thisactivity.
Lab 5-3: Troubleshooting and Verify! Cisco Unified Presence Component?

Presence status is not updated and
IP phones cannot be controlled.
Podx
Messages cannot be received with Cisco

Unified Personal Communicalor.
Required Resources These are the resources and equipment that are required to complete this activity:


LDAP server
1P phones
Lab Guide
Command List
Job Aids
These job aids are available to help you complete the lab activity. Use the lesson material and the knowledge that is acquired in the module and last labs about
Note
It is important to work on the troubleshooting tickets in the order in which they were
presented to students.
IP Addresses
Device
IP Address
10x1.1
tO.x.1.4


LDAP Server
10.X.1.3
10.X.1.9

Device IP Address
User: cucmadmin
Password: cucmpassl
Cisco Unified Presence User: cucmadmin
Password: cucmpassl
User: cucmadmin
Password: cucmpassl
LDAP Server User: Administrator Password: cisco
Trouble Ticket 1: Presence Status Is Not Updating

Note Before starting the troubleshooting, closethe Cisco Unified Personal Communicator and
start it again.
Tlie users are complaining that the status does not change when going offhook orsetting the
status in Cisco Unified Personal Communicator to DND, for example. Resolve this issuebefore
going to the next ticket.
You have completed thistask when you attain these results:
When going offhook with HQ Phone 1and HQ Phone 2, the status change is reflected in
Cisco Unified Personal Communicalor.
126
Integrating Cisco Umfied Communications Applications (CAPPS) v8.0
Trouble Ticket 2: Resolve Cisco IP Phone Messenger Issues

Users are reporting that IMs cannot be sent with their IP phones. John complains that he has to
enter the User ID and PIN. Before, only the PIN needed to be entered. Resolve these issues
before going to the next ticket.

You have completed this task when you attain these results: Verify that John can log in by entering the PIN only.
When you send IMs from Cisco Unified Personal Communicator and the IP phone to an IP
phone, tlie IM can be answered.
Trouble Ticket 3: Resolve LDAP Server and Voice Messaging

Issues
Users are reporting that they cannotsearchon the LDAPserver for users anymore. Also, they cannot retrieve voice messages anymore. Resolve these issues before going to the next ticket.
John and Jane can enter the name Ted in the search field and Ted can be found on the
LDAP server.
Both users can retrievevoice messages and get new messages signaled in Cisco Unified

Users are reporting thatdeskphone control is not working anymore. Resolve the issuefor John and Jane. Resolvethis issue before goingto the next ticket.
John can select between two IPphones 2001 (and2003) and 2002 (and 2004) and can
control the IP phone as well as initiate calls.
Jane can control the IP phone 2002 and initiate calls.
Trouble Ticket 5: Generate Cisco Unified Personal

Communicator Trace
Cisco TAC is asking for a trace showingthe IM communication betweenJohn and Jane via
Cisco Unified Personal Communicator. Send a message "Hello" from John to Jane, and answer
with "Hello,how are you?" Use the knowledge that is learnedin the lesson to collect the trace.
The trace can beviewed and die IMs "Hello" and "Hello, how are you?" could beread in
the trace file.
Lab Guide
127
Answer Key
'Hie correct answers and expected solutions for the activities that are described in this guide appear here.
Lab 2-1 Answer Key: Integrating Cisco Unity Connection with Cisco Unified Communications Manager
The solution is pari ofthe activity procedure and verification.
Lab 2-2 Answer Key: Configuring Cisco Unity Connection System Settings
The solution is part ofthe activity procedure and verification.
Lab 2-3 Answer Key: Implementing Cisco Unity Connection Partitions and Search Spaces
Lab 2-4 Answer Key: Implementing Cisco Unity Connection Call Management
Lab 2-5 Answer Key: Configuring Cisco Unity Connection

Users
Tlie solution is part ofthe activity procedure and verification.
Lab 2-6 Answer Key: Troubleshooting Cisco Unity Connection

Trouble Ticket 1: Message Buttons Are Not Working
Trouble Ticket Resolution Approach Complete these steps:
Step 1
Use the port monitorand verify the callingnumberand reason. This data seemsto
be correct.
Step2
Step 3
Verify thedirect call routing rules. Therules2004and 2003 are filtering on the
calling number 2004 and 2003.
For the Attempt Sign-Indirect call routingrule, the Conversation is set to Attempt Forward. Change this parameter to Attempt Sign In and save.
Step4
Press the Messages button on 2001. 2002. and3001. Enter the PIN andverify that
tlie correct mailbox is accessed.
128
Trouble Ticket 2: Messages Cannot Be Left

Trouble Ticket Resolution Approach
Step 1 Step2
Leave a message for JohnDoeat extension 2001. The callis hungup afterIhe
greeting.
In Cisco Unity Connection, go to the userJohn Doeandverify the greeting sellings. Inthe Standard greeting, the callis hungup afterthe greeting. Select Take Message
in the After Greeting call action field and save.
Step 3
Leavea messagefor John Doe, then retrieveand deletethe message.
Step 4
Leave a message forJane Wliite at extension 2002. Thestandard opening greeting is played (depending on thecalling phone). Use thePortMonitor to check the catling.
called and redirected number. The redirected numberis missing.
On Cisco Unified Communications Manager, go to the SIP trunk and check the
configuration. For outbound calls, no redirected numbers are transmitted. Check the
Step 5
Redirecting Diversion Header Delivery - Outbound check box, save, and apply.
Step6 Tryagain to leave a message for JaneWhite at extension 2002. An errormessage
announces: "You cannot record a message for Jane White." Go to the user
configuration ofJane White and check themessage action settings. Themessage action forvoice mail is set to Reject the Message.
Step7 Forthe userJaneWhite, setthe message action for Voicemail to Accept the
Message and save.
Note
MWI on and offis not working yet.
Leave a message for Jane White. Retrieve and delete the message. Leave a message for Michael Black (3001). Retrieve and delete the message. Leave a message for David Gray atextension 3003. The standard opening greeting is played. Use thePort Monitor to check the calling, called, and redirected number.
All data seems to be correct.
Check the forward call routing rule Attempt Forward. The configuration seems to be correct. Verify that theuser can bereached by thedialplan implementation. Go to the user David Gray and verify the partition setting. The partition is RB instead of BR Change the partition toBRand save the change. Try again to leave a message for David Gray. Retrieve and delete the message.

Step 1
Use theMWI troubleshooting approach that is presented in thelesson. Start with Cisco Unified Communications Manager:
Testthe MWI on by dialing the MWT directory number. If MWI doesnot turn
on, there might be a CoS issue.
Confirm that the correctMWI numbers are used for MWI on and off.
, .,
Lab Guide
129
5201CCisco Systems, Inc.

'
Continue troubleshooting Cisco Unity Connection: Run the Check Telephony Configuration test for the phone system. Confimi that there are voice messaging ports that are assigned to send MWI requests (Dialout MWI).
Confirm that the port groups for the phone system integration have MWI
enabled.
Confirm that the settings are correct for the MWI On and the MWS Off Intension fields in the port group configuration. Confirm that MWls for the phone system are not forced off.
Confirm that the MWI is enabled for the user.
Step 2
Confirm that the correct phone system is assigned to die MWI for the user.
When dialing from 2001 to 2511 (MWI on) a reorder tone is played. This indicates that the callingsearchspace ofthe MWI on directory numbermight not have the
correct calling search space to reach the directory number 2001.
Step 3 Step 4
hi Cisco Unified Communications Manager, go to go the MWI on directory' number and set the calling search space to devices. I.ea\e a message for 2001. The MWI is still not working.
Step5 Step6
In Cisco Unit}' Connection, go to the phone system overview andselectCheck

Telephony Integration and click Go.
A message appears: "Server "cuc-x" has no ports or port groups thatcan sendMWI on/off requests to the phonesystem"PhoneSystem." Modifythe port and port group settings so MWI requests can be sent." Themessage states that the SCCP integration has an issue sending MWI notification. The trouble ticketspecifies that both HQ phones that use SCCPdo not
receive MWI notification.
Step7
Step 8 Step9
Theportoverview indicates that the SCCP porthasno Dialout MWI enabled. Go to the SCCP port called PhoneSystem-1-001 andcheck the box: Send MWI
requests and save.
Step 10
Golo the SCCP port group called PhoneSystem-1. MWI is not enabled for theport group. Check thebox: Enable Message Waiting Indicators and save.
Run the Check Telephony Integration again. The result isdie message: "MWt No
problems detected."
Leave a message for 2001 and 2002. Both phones receive MWI notification. Delete
Ihe message. MWI should be turned off.
Leave a message for extension 3001. The MWI is still not working for 3001.
Step 14
Step 15
Go tothe SIP Phone System. Verify that the box Force All MWls Off for this
Phone System is not checked.
Go to the user Michael Black and edit the MWI settings. MWI is not enabledfor the user Michael Black. Select MWT-1 and check tlie box: Unabled and save.
Step 16
Leave a message for extension 3001. The MWI should now beturned on. Delete Ihe
message. The MWI should be turnedoff.
Step 17
130
Leave amessage for extension 3003 and test ifMWI isstill working. Delete the
message and MWI should be turned off.
Integrating Cisco Umfied Communications Applications (CAPPS) v8
Trouble Ticket 4: HQ Directory Call Handler Is Not Working

Step 1
Step 2
Call the HQdirectory handler andsearch for the user DOE (363). John Doe cannot
be found.
In CiscoUnity Connection, go to the HQ directoryhandler. The SearchOrder Criteria is not correct. Change First Name, Last Name to Last Name, First Name and save the change.
Step3
Call the HQdirectory handler again andsearch for the user DOE (363). John Doe
should be found now.
Trouble Ticket 5: Alternate Number Is Not Recognized

Step 1
Launch the Cisco Unity Connection port monitor.
Step 2
Step 3
Call from thePSTN Phone line 1to 12012012500. TheCisco Unity Comiection port
monitor shows the calling number +13035551001.
Goto the userJohnDoe andeditthe alternate number. Change 13035551001 to

+13035551001.
Step 4
Call again from thePSTN Phone to 12012012500. John Doe is announced by Cisco
Unity Connection.
Lab 3-1 Answer Key: Integrating Cisco Unity Connection with Cisco Unified Comniunications Manager Express
When youcomplete this activity, yourconfiguration will be like the results here, with differences that arespecific to your device or workgroup: Branch Cisco Unified) Communications Manager Express
version 15.0
service tcp-keepalives-in service tcp-keepalives-out service timestamps debug datetime msec service timestamps log datetime msec no service password-encryption
I
hostname BR-1
i
boot-start-marker
boot-end-marker
I
card type el 0 0
enable secret 5 $l$bTqN$47k2dkbbjtMqvjoaNypxZl

no aaa new-model
clock timezone PST -8 12010 Cisco Systems, Inc.
Lab Guide
network-clock-participate wic 0
ip source-route
ip cef
ip dhcp excluded-address 10.1.5.1 10.1.5.20
ip dhcp excluded-address 10.1.5.30 10.1.5.254

ip dhcp excluded-address 10.1.4.1 10.1.4.]0 ip dhcp excluded-address 10.1.4.20 10.1.4.254
ip dhcp pool
network
BRl-Data
255.255.255.0
10.1.5.0
default-router
10.1.5.102
ip dhcp pool BRl-Phones

network 10.1.4.0 255.255.255.0
default-router
10.1.4.102
option 150
ip 10.1.1.1
nc ip domain lookup no ipv6 cef

multilink bundle-name authenticated
voice-card
license udi pid CISC02821 sn FCZ094071WF
controller El
0/0/0
description to PSTN
interface LoopbackO
ip address 10.1.250.102 255.255.255.255

interface GigabitEthernetO/0
no ip address duplex auto speed auto
interface GigabitEthernetO/0.114
description BR-1 Phones encapsulation dotlQ 114
ip address 10.1.4.102 255.255.255.0 ip helper-address 10.1.1.1
interface GigabitEthernetO/0.115
description BR-1 Data encapsulation dotlQ 115
ip address 10.1.5.102 255.255.255.0
132
integrating Cisco Unified Communications Applications (CAPPS) v8.0
interface GigabitEthernetO/1 description Mgmt network

ip address 172.20.1.2 255.255.0.0 duplex auto speed auto
i
interface SerialO/1/0
description to PSTN
no ip address
encapsulation frame-relay
no keepalive
no fair-queue
i
interface Serial0/l/0.Ill point-to-point

description to HQ-1
ip address 10.1.6.102 255.255.255.0

frame-relay interface-dlci 111
l
interface Serial0/l/l
description Unused no ip address
shutdown
clock rate 2000000

i
interface Internal-Service-ModuleO/0 ip unnumbered GigabitEthernetO/0.114

service-module ip address 10.1.4.3 255.255.255.0 lApplication: CUE Running on ATM2
service-module ip default-gateway 10.1.4.102

hold-queue 512 out
router eigrp 1
network 10 .0.0.0
passive-interface GigabitEthernet0/1
passive-interface GigabitEthernetO/0.115 passive-interface GigabitEthernetO/0.114
I
ip forward-protocol nd
ip http server
ip route 10.1.4.3 255.255.255.255 Internal-Service-ModuleOA

i
control-plane
mgcp fax t38 ecm
mgcp behavior g729-variants static-pt

Lab Guide
dial-peer voice 2500 voip description voicemail CUE destination-pattern 25..

b2bua

session target ipv4:10.1.4.3
dtmf-relay sip-notify dtmf-interworking rtp-nte codec g711ulaw

no vad
sip-ua
mwi-server ipv4:10.1.4.3 expires 3600 port 5060 transport udp

gatekeeper
shutdown
telephony-service
max-ephones 50
max-dn 40
ip source-address 10.1.4.102 port 2000

max-redirect 5
auto assign 1 to 20
voicemail 2500
max-conferences 8 gain -6
transfer-system full-consult ephone-dn

number
dual-line
Black
3001
label
Michael
name Michael
Black

call-forward noan 2500 timeout 10 mwi sip
ephone-dn
number
3002
label David Grey

name David Grey
call-forward noan 2500 timeout 10 mwi sip
ephone-dn
number
3111
label Operator
name Operator
134
ephone-dn
number
3222
label Reception
name Reception
i
ephone-dn
number mwi
i
39
2511. . ..
on
ephone-dn
number
40
2512....
mwi off
i
ephone
1
0024.C445.4B9B
mac-address
type 7965
button
i
1:1 2:3
ephone
mac-address 0050.56C0.0008
type CIPC
button 1:2 2:4
line con
0 0 0
exec-timeout
privilege level 15 logging synchronous

line aux 0
line 194
no activation-character
no exec
transport preferred none
transport input all
transport output pad telnet rlogin lapb-ta mop udptn vl2(

stopbits 1
speed 115200
line vty 0 4
exec-timeout 0 0
privilege level 15
password cisco
logging synchronous
no login
transport input telnet
scheduler allocate 20000 1000
ntp update-calendar
ntp server 10.1.250.101
Lab Guide
135
end
Branch Cisco Unity Express

clock timezone Europe/Dublin
hostname
CUE!
ip domain-name cisco.com
L ine
console
length 0
system, language preferred "en_US" software download server url

hidden
"ftp://127.0.0.1/ftp" credentials
"6u/dKTN/hsEuSAEfw4 0XlF2eFHnZfyUTSd8ZZNgd+Y9J3xlk2B3 5:i0nfGWTYH
fmPSdBZZNgd+Y9J3xlk2B3 5j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B3 5jOnfGWT

YHfmP"
site
name
local
end site
license agent max-sessions 9
privilege vm-imap create privilege ViewRealTimeReports create
privilege ViewPrivateList create privilege manage-passwords create privilege ManagePublicList create

privilege manage-users create privilege ViewHistoricalReports create privilege ManagePrompts create privilege broadcast create
privilege local-broadcast create

grcupname Broadcasters create
username
cucmadmin create
privilege vm-imap description "Privilege to manage personal

voicemail via IMAP client"
privilege viewRealTimeReports description "Privilege to view

realtime reports"
privilege ViewPrivateList description "Privilege to view

private list"
privilege manage-passwoids description "Privilege to reset

user passwords"
privilege ManagePublicList description "Privilege to manage

public lists"
privilege manage-users description "Privilege to create,

modifv, and delete useis and groups"
136
integrating Cisco Unifed Communications Applications (CAPPS) v8 0
privilege ViewHistoricalReports description "Privilege to view

historical reports"
privilege ManagePrompts description "Privilege to create, modify, or delete system prompts"
privilege broadcast description "Privilege to send local or

remote broadcast messages"
privilege local-broadcast description "Privilege to send local

broadcast messages"
privilege vm-imap operation voicemail.imap.user privilege ViewRealTimeReports operation report.realtime

privilege ViewPrivateList operation voicemail.lists.private.view
privilege privilege privilege privilege privilege privilege privilege privilege privilege privilege
manage-passwords operation user.pin manage-passwords operation user.password manage-passwords operation system.debug ManagePublicList operation voicemail.lists.public ManagePublicList operation system.debug manage-users operation user.mailbox manage-users operation user.configuration manage-users operation user.pin manage-users operation user.notification manage-users operation user.password
privilege manage-users operation system.debug

privilege manage-users operation user.remote
privilege manage-users operation group.configuration privilege ViewHistoricalReports operation

report.historical.view
privilege ManagePrompts operation prompt.modify privilege ManagePrompts operation system.debug

privilege broadcast operation broadcast.local privilege broadcast operation system.debug
privilege broadcast operation broadcast.remote
privilege local-broadcast operation broadcast.local
privilege local-broadcast operation system.debug

groupname Administrators member cucmadmin
groupname Broadcasters privilege broadcast

restriction msg-notification create
restriction msg-notification min-digits 1 restriction msg-notification max-digits 30
restriction msg-notification dial-string preference 1 pattern

* allowed
backup server url "ftp://127.0.0.1/ftp" credentials hidden "EWlTygcMhYmjazXhE/VNXHCkplW4KjescbDaLa4fl4WLSPFvvlrWUnfGWTYH
fmPSd8ZZNgd+Y9J3xlk2B35]OnfGWTYHfmPSd8ZZHgd+Y9J3xlk2B35j0nfGWT
YHfmP"
calendar biz-schedule systemschedule

open day 1 from 00:00 to 24:00
Ub Guide
137
Open day 2 from 00:00 to 24:00 open day 3 from 00:00 to 24:00 open day 4 from 00:00 to 24:00
open day 5 from 00:00 to 24:00 open day 6 from 00:00 to 24:00 open day 7 from 00:00 to 24:00
end schedule
ccn application autoattendant aa description "autoattendant"

enabled
maxsessions
script "aa.aef" parameter "dialByExtnAnytime" "false"
parameter "busOpenPrompt" "AABusinessOpen.wav" parameter "dialBvExtnAnytimelnputLength" "4"

parameter "operExtn" ""
parameter "welcomePrompt" "AAWelcome.wav"

parameter "disconnectAfterMenu" "false"
parameter "dialByFirstName" "false" parameter "busClosedPrompt" "AABusinessClosed.wav" parameter "allowExternalTransfers" "false" parameter "holidayPrompt" "AAHolidayPrompt.wav" parameter "businessSchedule" "systemschedule"
parameter "MaxRetry"
end application
"3"
ccn application ciscomwiapplication aa description "ciscomwiapplication"

enabled maxsessions 4
script "setmwi.aef"
parameter "CallControlGroupID" "0" parameter "strMWI_OFF__DN" "2512"
parameter "strMWI_ONJDN" "2511"

end application
ccn application msgnotification aa description "msgnotification"

script "msgnotify.aef"
parameter "logoutUri"
"http://localhost/voicemail/vxmlscripts/mbxLogout.jsp'
parameter "DelayBeforeSendDTMF" "1"
end application
ccn application promptmgmt aa

description "promptmgmt"
138
script "promptmgmt.aef"
parameter "appManagementScript" ""

end application
ccn application voicemail aa description "voicemail"

script "voicebrowser.aef" parameter "uri"
"http://localhost/voicemail/vxmlscripts/login.vxml"
parameter "1ogoutUri"
"http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
end application
ccn engine end engine
ccn reporting historical

database local
description "se-10-1-4-3"
end reporting
ccn subsystem email end subsystem
ccn subsystem fax end subsystem
ccn subsystem sip gateway address "10.1.4.102"
end subsystem
ccn trigger http urlname msgnotifytrg

application "msgnotification"
enabled
maxsessions
end trigger
ccn trigger http urlname mwiapp
application "ciscomwiapplication"
enabled
maxsessions 1
end trigger
ccn trigger sip phonenumber 2500 application "voicemail" >2010 Cisco Systems, Inc. Lab Qul()e
end trigger
service phone-authentication
end phone-authentication
service enable
voiceview
end voiceview
voicemail broadcast recording time 300 voicemail default messagesize 240 voicemail notification restriction msg-notification
Lab 3-2 Answer Key: Configure Cisco Unity Express System Settings
The solution is pari ofthe activity procedure and verification.
Lab 3-3 Answer Key: Configuring Cisco Unity Express Users

Lab 3-4 Answer Key: Implementing Cisco Unity Express Auto

Attendant
Tlie solution is part of the activity procedure and verification.
Lab 3-5 Answer Key: Troubleshooting Cisco Unity Express Trouble Ticket 1: SIP Integration Is Not Working
Complete these steps: Step 1 Use the Problem Solving Methodology that is presented in the lesson. Start with Cisco Unified Communications Manager Express. Next, troubleshoot on Cisco Unity Express.
Step 2
Verify connectivity between Cisco Unified Communications Manager Express and Cisco Unity Express. Use ping to verifythat Cisco Unified Communications
Manager Express can reach Cisco Unity Express.
Step 3
Enter the command ip route 10.1.4.3 255.255.255.255 Internal-Service-ModuleO/0

to restore IP connectivity.
Step 4 Step 5
Use Cisco Unified Communications ManagerExpress SIP and dial peer show and debug commands to troubleshoot and verify. Use Cisco Unity Express show and trace to verifyvoice-mail traffic fromCisco
Unified Communications Manager Express.
ntegrating Cisco Unified Communicalions Applications (CAPPS) v8.0
Step 6
Enter the following commands to correct the dial-peer configuration:

dial-peer voice 2500 voip session target ipv4:10.1.4.3
codec g711ulaw
Step 7
Press the Messages button on 3001 and 3002. Enter the PIN and verify that the
correct mailbox is accessed.
Trouble Ticket 2: Subscriber and Mailbox Issues Are Reported


Step 4
Press the Messages button on 3001. Tlie voice-mail prompt indicates that the
mailbox is disabled.
In Cisco Unity Express, go to the Voice Mail > Mailboxes window. Select mailbox owner mblack. Check Enabled and click Apply. The IMAP client on the PC fails to synchronize the account. The server rejects the login. The user is prompted to check the usemame and password.
Verify that the user is configured for IMAP.
Step 5
!n Cisco Unity Express, go to the Configure > Groups window. Select the SalesManager group. Check the vm-imap box and click Apply.

Step 1
Use the MWI troubleshooting approach that is presented in the lesson:
Start with Cisco Unified Communications Manager.

Follow up with Cisco Unity Express.
Step 2
Test the MWI on by dialing the MWI directory number.
Step 3 Step 4
Confirm that Cisco Unified Conununications Manager has the correct MWI
numbers for MWI on and off.
Correct the ephone-dn configuration:

ephone-dn
number
39
2511....
ephone-dn
number
40
2512 ....
Step 5
Verify that the Cisco Unity Express settings are correct for the MWI On and tlie MWI Off; use the show ccn application CLI command.
Step 6 Step7
Step 8 Step 9
Leave a message for 3001 and 3002. Usethe Cisco Unity Express MWI Refresh to
synchronize the IP phone MWI state.
Check Cisco Unity Express MWI notification methods using the show ccn
subsystem sip CLI command.
Use Cisco UnityExpress MWI traceto verify MWInotification. Use the Cisco Unity Express GUI to verify the MWIsettings.
Go to the Voice Mail > Message Waiting Indicators > Settings window. Check
the box Outcalling and click Apply.
Use the Cisco Unity Express MWI Refresh to synchronize the IP phone MWI state. Enter the following commands on Cisco Unity Express:
ccn subsystem sip gateway address 10.x.4.102
Step 13 Step 14
Use the Cisco Unity Express MWI Refresh to synchronize the IP phone MWI state. MWI should now be turned on. Delete the message and verify that MWI is turned off. Repeat the test for 3002.
Lab 4-1 Answer Key: Implementing VPIM in Cisco Unity Connection and Cisco Unity Express
Lab 5-1 Answer Key: Integrating Cisco Unified Presence with Cisco Unified Communications Manager
Lab 5-2 Answer Key: Configuring Cisco Unified Presence Features and Implementing Cisco Unified Personal
Communicator
Lab 5-3 Answer Key: Troubleshooting and Verifying Cisco

Unified Presence Components Trouble Ticket 1: Presence Status Is Not Updating
Complete these sleps:
Go off hook on both IP phones. The presence status is not working. The system troubleshooter is not giving you any hints. Because status changes are exchanged via SIP, start checking the SIP integration. In Cisco Unified Communications Manager, go to the SIP Trunk Security Profile and check tlie Accept Presence Subscription check box.
Step 5
Step S
Go to the SIP trunk and set the Destination Address to the Cisco UnifiedPresence
server IP address lO.x.1.4.
Restart the Cisco CallManager service.
142
2010Cis.;o Systems, Inc
Trouble Ticket 2: Resolve Cisco IP Phone Messenger Issues

Step 1 IMs can be sent from Cisco Unified Personal Communicator to Cisco Unified
Personal Communicator, but not from IP phone to IP phone.
Step 2
Step 3
In Cisco Unified Presence, go to Presence > Settings andcheck the Enable CUPC 7 and IPPM Instant Messaging (cluster-wide) check box.
Press the Service button on 2001. The user John has to the user ID and PIN.
Step 4
Checkthe phones for owner IDs, primarylines,and device associations.
Step5
Step 6
Step 7
Thephone 2001 is associated withtwo users. Therefore, the userhas to enterthe

user ID.
In Cisco UnifiedCommunications Manager, go to the end user Jane and removethe

association with the device 2001.
Restart the IP phone 2001.
Trouble Ticket 3: Resolve LDAP Serverand Voice Messaging

Issues

Step 1
Use the systemtroubleshooter and check for Cisco Unified Personal Communicator
Step 2
Step 3
configuration issues that are related tovoice messaging. Start checking the LDAP server connection configuration.
In Cisco Unified Presence, go to Applications>CiscoUnified Personal
Communicator >LDAP Profile and modify the search context. Insert the x in
cn=Users. dc=podx, dc=com.
Step4
Voice messages cannot beretrieved on theCiscoUnified Personal Communicator. Check thevoice-mail configuration on Cisco Unified Presence, thencheck the
settings on Cisco Unity Connection that relate tointegration with Cisco Unified
Step 5
In Cisco Unity Connection, goto the class of service Voice Mail User COS. Check the following boxes and save thechanges:
Allow Users to AccessVoice Mail Using an IMAP Client

Allow Users to Use Unified Client to Access Voice Mail

Completethese steps:
Step 1
Use the system troubleshooter and check for desk phone control configuration issues. The system troubleshooter will not display any errors in the desk phone
control module.
Lab Guide
~~Z
143
Step2
A hintis tliemessage on the Cisco Unified Personal Communicalor thatthe desk phone-controlled device is not available anymore. Click Use my Cisco7965as my phone to open the Select Desk Phone Device window. This window is empty.
Step 3 Step 4 Step 5 Step 6 Step 7
Verify diat tlie phones and users aresetup for CTI integration. InCisco Unified Communications Manager, goto thedevice HQ Phone ?. and check
the Allow Control of Device from CTI check box.
Go to thedirectory number 2001 via the HQ Phone 1configuration and check the
Allow Control of Device from CTI check box.
Clicking thedial pad still does sill notwork. Check theCTI configuration on Cisco
Unified Presence.
InCisco Unified Presence, go to Application >Cisco Unified Personal

Communicator > CTI Gateway Server and select the TCP gateway.
Step 8
Ahostname is entered instead ofanIPaddress. Because DNS isnot seti p inthe lab
environment, changethe hostname from CUCMl-x to lO.x.1.1.
M4
Inlegraling Cisco Unified Communicalions Applications (CAPPS) v8.0

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Table of Contents

Learner Skills and Knowledge

Course Goal andObjectives

Your Training Curriculum

Cisco Glossary ofTerms

Introduction to Voice Mail

Cisco Unity Connection Integration Options

1-7 1-8 1-9

Media-Stream Flows in a Cisco Unity Connection

1-12 1-13 1-14

1-17 1-17 1-18 1-20 1-21 1-22 1-23 1-24

1-26 1-27 1-28 1-29

1-31 1-32 1-33

Voice-MessagingSystem Design Active-Active, High-Availability Deployment Digital Networkingwith Active-Active Pairs

1-35 1-37 1-38

1-41 1-42 1-43 1-45 1-46

1-48 1 4g j_50 ^51 1_52

^53 ^55 ^_55 -,_57 -5.59

Integrating with Cisco Unified Communications Manager

Configuring the Cisco Unity Connection System

2010 Cisco Syslems Inc

2-60 2-61 2-64 2-66 2-68 2-69

Using Cisco Unity Connection Partitions and Search Spaces

Cisco UnityConnection Dial Plan Components Comparing Dial Plans

Assigning a Search Space to the Directory Handler

Implementing Cisco Unity Connection Call Management

2-89 2-90 2-92 2-93 2-95 2-96 2-97 2-98

2-137 2-137 2-138

2-145 2-146 2-147

User-Creation Options Cisco Unity Connection Class of Service

Monitoring and Troubleshooting Cisco Unity Connection

2-162 2-163 2-164 2-165

AAR and Cisco Unified SRST Issues Cisco Unified RTMT

2-180 2-181 2-182 2-184 2-185

Module Serf-Check Answer Key

Integrating Cisco Unified Communications Applications (CAPPS) vB 0

2010Cisco Systems. Iric

Learner Skills and Knowledge

Learner Skills and Knowledge

* Working knowledge ofCisco Unified Communications Manager

Integrating Cisco Unified Communications Applications(CAPPS) v8 0

2010 Cisco Systems Inc

Course Goal and Objectives

arnerswith the necessary knowledge to

'3wnii:!?Gtions Apeicahons iCAPPS) v8 0

Implement Cisco Unity Connection in a Cisco Unified Communications Manager

Describe howto implement Cisco Unity Express in a CiscoUnified Communications

Implement voice-mail networking usingVPIM

) 2010 Cisco Systems, Inc.

Cisco Unity Connection in a

Implementation of asco Unity Express

Voice Protile for Internet Mail

Cisco United presence

Cisco Unified Presence

Im piomental Ion (Com.)

Integrating Cisco Unified Communications Applications (CAPPS) v80

) 2010 Cisco Systems, inc

Cisco Icons and Symbols

Manager Express wltt Cisco Urity Express

Cisco Glossary of Terms

>2010 Cisco Systems, Inc

Your Training Curriculum